Terms of Service | Convayro

Last updated: 12 October 2026

These terms are an agreement between you (the business subscribing) and Lewis George Alan Price trading as Convayro, ABN 21 525 185 214 ("Convayro", "we", "us"). By subscribing through our checkout or accepting these terms at purchase, you agree to them.

1. What we provide

Convayro provides a done-for-you client communication and growth system for your business, including as applicable to your plan:

a client retention and reactivation system operating on automated schedules, including an initial large-scale reactivation campaign to your existing client list;
automated Google review requests to your clients following their appointments;
a unified inbox consolidating your business communications (SMS, phone, and connected social channels), with missed-call text-back or AI call handling as applicable;
a dedicated business phone number provisioned for your account, where your service includes one (clause 3);
a custom clinic website, Google Business Profile optimisation, and paid advertising management - where included in your service or purchased as add-ons (clause 3A).

What your service includes is stated in your checkout, invoice or written agreement. Features may be improved or updated over time. If we materially reduce something your service includes, we will give you at least 30 days’ notice.

2. Price and billing

Your price is what you accept. Your fee, any build fee, payment schedule, included allowances and start date are the ones stated in your checkout, invoice or the written agreement we send you. This page does not set prices; it sets out everything else: what the service includes, how usage is counted and billed, cancellation rights, ownership and billing mechanics.
Fees are stated in AUD and billed in advance on the schedule stated at checkout or in your agreement (monthly unless stated otherwise), to your nominated payment method. No GST is charged: Convayro is not registered for GST.
No lock-in. You can cancel any time (clause 8); your subscription simply runs to the end of the current billing period.
We may change pricing with at least 30 days’ written notice. Changes never apply retrospectively and never apply inside a period you have already paid for.
You are responsible for keeping a valid payment method on file.

3. Messaging, AI and usage charges

Some services carry a monthly allowance of messages or AI call time; others carry none and bill all usage as it occurs. Which applies to you, and the usage rates you pay, are stated in your checkout, invoice or written agreement.

A “segment” is a standard SMS unit of up to 160 characters; longer texts count as multiple segments. A picture message (MMS) counts as one unit regardless of its text. An AI call minute is counted per commenced minute of an AI-handled call; calls answered by you or your team are not counted.
Allowances reset monthly and unused units do not roll over. An allowance may be provided as a counted monthly allowance or as credits loaded into your account each month; both work identically.
Usage beyond an included allowance, or all usage where no allowance applies, is charged at the usage rates stated in your checkout or agreement, billed either as an itemised line on your next invoice or automatically to your payment method on file as usage occurs, depending on how your account is configured. We notify you if you approach 80% of an allowance in any month.
Where an AI assistant or other service is included in a package at a reduced or waived service fee, no usage allowance applies unless your checkout or agreement states one; its usage is billed at the stated usage rates from the first unit.
Large one-off campaigns, such as a reactivation campaign to your existing client list, are estimated with you before anything is sent, and the usage is billed at the stated rates.
Usage rates may be adjusted with 30 days’ written notice (for example if carrier costs change).
Outbound AI calls are made only to people who have expressly requested a call (for example by ticking the call-me option on your website), inside legal calling hours, with automatic opt-out honoured on the call. We do not make cold outbound AI calls.
If your usage pattern is persistently and substantially atypical (several times a normal business’s volume), we will contact you to discuss a configuration that fits - we will never simply run up charges without talking to you.

3A. Add-on services and one-off builds

Each of the following can be included in your service or purchased on its own where agreed, at the price stated in your checkout or agreement.

Google Business Profile optimisation. A full optimisation of your Google Business Profile, kept current where your service includes ongoing management.
Custom clinic website. Design, build and launch of your website on your own domain. Hosting and maintenance are included while you hold an active Convayro subscription. Ownership and licensing are set out in clause 7.
System builds. Where your service is commissioned by a one-off build fee (for example a website with its booking route, AI phone assistant, automated emails and lead notifications), the build fee is payable at checkout and your recurring subscription begins when your system goes live on your own domain and phone number - not at checkout - unless your agreement states otherwise.
Paid advertising management. We build and manage your advertising campaigns (Google or Meta), including tracking and monthly reporting. Your advertising spend is separate: you set it, and it is paid by you directly to the advertising platform on your own billing - it is not part of our fee and we never hold your ad budget. The cancellation terms in clause 8 apply; no lock-in.

3B. Performance guarantees

Where your checkout or written agreement includes an appointment guarantee, the target, the guarantee period, the structure (a full refund of the period’s fee, or a fixed amount per appointment short, capped at that fee) and the fee it applies to are the ones stated there. The following apply to every guarantee and prevail over clause 10 to the extent of any inconsistency.

What is refundable. A refund under a guarantee is of the Convayro fee for the relevant period only. Pass-through costs are not refundable: advertising spend paid to Google or Meta, carriage and AI usage charges, domain and other third-party costs, and any build fee stated separately.

Guarantee Periods. The guarantee is measured from your Guarantee Start Date, not from checkout, so build time never counts against you. Your Guarantee Start Date is the first business day after your final onboarding call, and never earlier than the day on which your system is live (your booking route is live and your dedicated number, where your service includes one, is approved by the carrier platform) and the Required Inputs below are complete. Your final onboarding call is the call at which we walk you through your live system and confirm it is ready to run; if anything is still outstanding after a call, the next call that closes it out is the final one, and if you postpone or miss the call the guarantee does not start until it is held. We confirm your Guarantee Start Date to you in writing (email is fine) once it is set, and no Guarantee Period has started until we have. A monthly Guarantee Period is 30 consecutive calendar days, the first starting on the Guarantee Start Date and each following one starting the day after the last ends; a term guarantee runs for the number of consecutive calendar days stated in your agreement from the Guarantee Start Date. Days are counted in Australian Eastern Time and include weekends and public holidays; a business day is Monday to Friday excluding New South Wales public holidays. Your billing dates are set at checkout and are unaffected.

Counting appointments. A Qualifying Appointment is an appointment or consultation (including a complimentary consultation) booked during a Guarantee Period into your calendar or booking software for a client who came to you through a Convayro channel: (a) a booking made through the website, booking page or booking link we provide or manage; (b) a booking made by you or your team following an enquiry that arrived through a Convayro channel - your website enquiry form or chat widget, missed-call text-back, the AI phone assistant, a campaign message we sent, or your Google Business Profile where we manage it; or (c) a booking made in response to a campaign we send to your existing client list. Appointments are matched by name, phone number or email address, which is why calendar read access is a Required Input. Every booking counts once, and a client who books three separate appointments counts as three. What we are responsible for is generating the booking, not what happens after it: an appointment still counts if the client later cancels, reschedules or does not attend, and we are not responsible for attendance, no-shows, cancellations or the revenue any appointment does or does not produce. Test bookings, duplicates of the same booking and bookings you decline to accept are not counted.

Required Inputs. (1) Read access to your booking calendar or booking software, maintained for each Guarantee Period plus 5 days; (2) access to your Google Business Profile, or its confirmed listing details; (3) where a campaign to your existing clients is part of your service, an export of your client list or administrator access sufficient for us to export it, together with your written approval of the messages we intend to send; (4) a valid payment method on your messaging sub-account where one is provisioned; and (5) reasonable availability in your calendar - at least the bookable hours you confirm with us at onboarding, and never fewer than 20 bookable hours per week - so the appointments we generate have somewhere to land. We confirm each input as received.

Pausing the clock. A Guarantee Period pauses, and resumes when resolved, on any day where progress depends on you: calendar, profile or list access removed or broken; bookable availability below the level above; a lead or escalated conversation left unanswered by you for more than 1 business day where you have chosen to handle replies yourself; sends, campaigns or your website paused at your request; or approval withheld on something we need. Paused days are not counted.

When the guarantee does not apply. The guarantee is void for a Guarantee Period, and no refund is payable under this clause for that period, if during it you cancel before the period ends; you revoke access to a required system and do not restore it within 1 business day of us asking; the client list you supply is materially inaccurate or not yours to use; you decline or fail to accept appointments we generate; or you breach clause 5 in a way that prevents delivery. Your rights under the Australian Consumer Law (clause 11) are unaffected.

Claiming. If the target is not reached, tell us within 10 business days after the Guarantee Period ends and we will confirm the count from your calendar and our records. You may choose either (a) the refund described in your agreement, paid to your original payment method within 5 business days of your request, or (b) we keep working at no additional fee for that period until the target is reached. One claim applies per Guarantee Period. A refund does not cancel your service: it continues and bills as stated in your agreement unless you cancel under clause 8. No lock-in: you may cancel at any time, including together with a claim, with no cancellation fee.

4. Getting started

Onboarding begins when your first payment is processed. Your system is typically live within 7–14 days, subject to you providing reasonable access and materials (business details, channel access, client list where applicable).
Where your service includes a reactivation campaign, it is scheduled with you during onboarding.
Some features depend on third-party approval processes (for example phone number registration) whose timing is outside our control.

5. Your responsibilities

Your client list and consent. You confirm you have the right to communicate with the contacts you provide, and that messages we send on your behalf to your clients are sent with the consent required by the Spam Act 2003 (Cth) and any applicable law. We honour opt-outs automatically; you must not ask us to message anyone who has opted out.
Accuracy. You are responsible for the accuracy of business information you provide (services, prices, hours, qualifications). Content we prepare is based on what you give us.
Regulated industries. Where your industry is subject to advertising rules (for example health practitioner advertising), we prepare content with those rules in mind, but you remain the advertiser and are responsible for the accuracy of claims about your own services and qualifications, and for maintaining your registrations.
Automated publishing. Parts of the service publish automatically on your behalf (for example review requests, retention messages, and content posting where included). You can ask us to pause or adjust any automated element at any time.
Account security. Keep your login details secure; activity under your account is your responsibility.

5A. Responsibility for your communications

Messages sent through the service to your clients are sent on your behalf and at your standing instruction. To the maximum extent permitted by law, you are responsible for, and you indemnify us against, claims, penalties and costs arising from: contacts you provide without the required consent; instructions to message people who have opted out or must not be contacted; the accuracy of claims about your own services and qualifications; and your compliance with laws that apply to your industry’s advertising and communications. This does not apply to the extent a claim arises from our failure to follow your instructions or from our own breach of these terms.

6. Data

Your client list and customer data remain yours. We process them only to deliver the service, as your service provider, consistent with the Privacy Act 1988 (Cth) and our Privacy Policy.
On cancellation, we will provide an export of your contact list on request within 30 days of your subscription ending, after which we may delete service data associated with your account.
We record every call and meeting with you, including the initial sales or discovery call, onboarding, strategy and review meetings. You consent to being recorded, and you grant Convayro a perpetual, worldwide, royalty-free and irrevocable licence to use those recordings and any excerpts of them - including your voice, image and statements - in our own marketing, social media content, advertising, case studies, website, proposals and presentations. You are told at the start of each recorded call that it is being recorded. This licence is subject to the customer and patient carve-out in clause 7A (we never use an individual client or patient's personal information).

Patient lists and health information. Where you provide a patient list (or access from which we export one), you warrant that the list is yours, that it was collected in accordance with your privacy policy, and that you have the authority and any necessary consents to have it used for SMS and email marketing to your own current and former patients, consistent with the Privacy Act 1988 (Cth) and the Spam Act 2003 (Cth). We act as your service provider: we use the list only to deliver your services, on your instructions, and never for any other client or purpose. We filter for recorded marketing consent before sending, include an opt-out in every marketing message, and honour opt-outs across all campaigns permanently. Working copies held outside your account are deleted once your list is loaded.

Where your data is processed. We deliver the service using established platforms that may store data outside Australia, principally in the United States: our CRM and automation platform (LeadConnector/HighLevel), our messaging carrier (Twilio) and Google services. By using the service you authorise disclosure to these providers for service delivery. If we become aware of a data breach likely to result in serious harm, we will notify you promptly and cooperate with your obligations under the Notifiable Data Breaches scheme.

7. Intellectual property

We own the Convayro platform, systems, templates, automations and know-how. You receive a licence to benefit from them while subscribed - not ownership of them.
You own your business’s content: your name, branding, photos, and information about your business, and anything you provide to us.
Where your plan includes a website: the site is built on our platform and templates and is licensed to you while subscribed. Your domain name is yours where registered in your name, and we will assist with transfer of your domain on request. Content specific to your business (your text, your images) is yours.
If you give us feedback or suggestions, we may use them to improve the service without restriction.

7A. Use of your results in our marketing

You grant Convayro a perpetual, worldwide, royalty-free and irrevocable licence to use, in our own marketing - including case studies, our website, proposals, presentations, social posts and advertising - all of the following: (a) recordings and excerpts of our calls and meetings with you (see clause 6); (b) the messages, SMS, emails, chats, direct messages, written feedback and any other communications you send us, including screenshots of them; and (c) your business’s performance and results from the service - for example bookings recovered, reviews generated, response and answer rates, campaign figures and revenue attributed. We may identify you by business name, suburb and logo.
We never use your customers’ or patients’ personal information. Before anything is used in our marketing, any names, contact details, photographs, health information or anything else identifying an individual client or patient of yours is removed. This applies to recordings, messages, emails and every other communication covered above. Results are reported at a business level only.
This permission does not extend to any treatment, procedure or clinical outcome of your clients or patients. We market our own service, not yours.
Anything we publish will be accurate and taken from your real communications and reporting, and will not be presented as a promise of what another business will achieve (see clause 10).
This licence is granted as a condition of the service and continues after your subscription ends. It is not withdrawable, except that we will always honour the customer and patient carve-out above, and we will not publish anything untrue.

8. Cancellation

Cancel any time by written notice (email is fine). Cancellation takes effect at the end of the current billing period; no further charges after that.
Amounts already billed, including usage charges incurred, remain payable. Refunds are not provided for a partly-used billing period, except as required by law (see clause 11).

9. Failed payments and suspension

If a payment fails we will retry it over the following 14 days and notify you.
If payment remains outstanding 7 days after the first failure, we may suspend the service until payment is made. Suspension does not cancel your subscription or waive amounts owing.
If payment remains outstanding for 30 days, we may terminate the subscription and, after a further 30 days, delete service data associated with the account (your contact export remains available on request per clause 6).
Initiating a card chargeback for validly billed amounts instead of contacting us is a breach of these terms; we may suspend service, contest the chargeback with our records, and recover reasonably incurred costs.

10. Service expectations and results

We aim for high availability, but the service depends on third-party platforms and carriers (telecommunications networks, messaging carriers, hosting and platform providers, social networks), and we do not promise uninterrupted or error-free operation. Message delivery depends on carriers and recipients’ devices and cannot be guaranteed.
Except where a written guarantee expressly applies (clause 3B, or your written agreement), we do not guarantee specific business outcomes - numbers of reviews, rebookings, leads or revenue depend on factors outside our control, including your market, your service quality and your clients. We share real performance data with you rather than promising results.

AI assistants. Where your service includes an AI conversation or phone assistant, its replies are generated automatically. We configure it with guardrails - it does not give medical advice, does not name prescription products or brands, escalates sensitive conversations to you, and never confirms an appointment it has not made - and you approve its configuration at onboarding. Automated replies can still occasionally be imperfect. Tell us about any reply you believe is wrong and we will correct the configuration promptly. You remain responsible for clinical and professional communications with your patients, and to the fullest extent permitted by law our liability in connection with assistant output is limited as set out in clause 12. Your Australian Consumer Law rights (clause 11) are unaffected.

11. Australian Consumer Law

Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy under the Australian Consumer Law or other law that cannot lawfully be excluded. Where our liability for breach of a non-excludable guarantee can be limited, it is limited, at our choice, to re-supplying the relevant services or paying the cost of having them re-supplied.

12. Liability

Subject to clause 11: neither party is liable to the other for indirect or consequential loss (including lost profits, revenue or goodwill); and our total aggregate liability arising out of or in connection with the service in any 12-month period is capped at the subscription fees you paid in that period. You are responsible for claims arising from the contact data you provide and the instructions you give us (for example, asking us to message contacts without the required consent).

13. Term, termination by us, and survival

These terms apply while you hold a subscription.
We may terminate with notice if you materially breach these terms and do not remedy the breach within 14 days of being notified, or immediately where the breach is incapable of remedy or creates legal risk (for example unlawful messaging instructions).
Clauses which by their nature survive (data, intellectual property, liability, Australian Consumer Law, governing law) survive cancellation or termination.

14. General

Force majeure: neither party is responsible for delay or failure caused by events beyond reasonable control, including carrier and platform outages, natural events and government action.
Assignment: you may not assign this agreement without our consent; we may assign it as part of a business sale or restructure with notice to you.
Notices: we send notices to your account email; you send notices to hello@convayro.com.
Changes to these terms: material changes will be notified at least 30 days before taking effect, by email or prominent notice on this page. Continued use after the effective date is acceptance.
Entire agreement / severability: these terms plus our Privacy Policy and your order form the whole agreement; if any part is unenforceable, the rest continues.
Governing law: New South Wales, Australia. We both agree to try to resolve any dispute in good faith within 30 days of written notice before commencing proceedings; the courts of New South Wales have jurisdiction.

Contact: hello@convayro.com · Convayro, ABN 21 525 185 214