Terms of Service

Who you’re dealing with

BookedFlow ("we", "us", "our") is operated by Priya Mathai (ABN 60 569 344 758), based in Brisbane, QLD. These terms apply when you subscribe to a BookedFlow plan.

We keep these terms in plain English on purpose. If anything is unclear, ask before you start — the contact details are at the bottom.

What the service is

BookedFlow is a missed-call recovery service: when your number rings out, we text the caller back in your business name. On the Office and Front Desk plans a real person on our team then answers the replies — they reply in your business name, book jobs into your calendar and draft your quotes for approval; on Front Desk a real person also answers your phone live during your agreed hours. On the Presence and Recovery plans the same automatic text-back runs and you answer your customers yourself.

Every plan includes a website built for you from your Google Business Profile information and any photos you supply, hosted on a domain registered in your name, plus two email addresses on that domain. These are template-built sites assembled from your existing content — they are not a bespoke design service, and we do not undertake custom design or development work.

Review requests are included on the Review Starter plan and from Recovery up. Booking by text, reminders and quote follow-ups are included from the Recovery plan up. Some of these are performed by our team on your behalf rather than fully automatically; either way the outcome you are paying for is the same.

If you connect your Xero account, we read your invoices so a review request can go out by itself when you send an invoice (or, if you prefer, when it is paid). The connection is read-only — we never write to your books — and you can switch it off at any time from your BookedFlow account. Requests sent this way count toward the same monthly allowance as any other.

We set it up, run it and report on it. You keep doing your trade.

Our promises

Every plan is month-to-month with no exit fee. The only up-front charge anywhere is the one-off website build fee on Presence (see below). Nothing renews onto a different plan, nothing upgrades by itself, and your card is never charged for a plan you didn’t choose.

On Presence we warn you by text at your fourth and fifth covered call each month, and recovery pauses at the allowance unless you tell us to keep going — no silent drops, and never an overage charge.

If you cancel, your domain transfers to your name free of charge, and you keep your phone number and Google Business Profile — they were never ours.

Plans, billing & cancellation

Plans are month-to-month, billed in advance, with no cancellation fees. Cancel any time and your plan simply ends at the close of the current billing period — we don’t bill again after that.

Presence carries a one-off setup fee of $199 + GST covering the hand-built website. It is waived for founding clients while founding spots remain; once those are taken it is charged with your first invoice. Review Starter has no build and no setup fee; Recovery and Office include the build at no setup fee. The fee is quoted to you before you start and never added afterwards.

Plan prices are Review Starter $49/month, Presence $79/month, Recovery $197/month and Office $447/month. Paying annually gives two months free on any plan (twelve months for the price of ten). Front Desk ($797/month, live phone answering) is a waitlist plan arranged directly with us rather than from the pricing page. No plan starts without you choosing it. All prices are quoted exclusive of GST; GST is added at the applicable rate on your invoice.

Review Starter includes up to 100 review requests per calendar month. Presence includes five recovered missed calls per calendar month. Each allowance resets monthly and is not a trial. We warn you by text at your fourth and fifth covered call, and recovery pauses at the allowance unless you choose to move up a plan; we never charge an overage.

Flat pricing relies on fair use. On Recovery, text-backs aren’t counted or metered — any normal trade month, even a busy one, is covered; if a line is consistently doing call-centre volumes we’ll agree extended cover together before anything changes. Front Desk includes up to around 300 answered calls a month — comfortably more than a typical solo trade line — on the same footing. We don’t meter calls and we never surprise-bill.

Front Desk answers live during your agreed coverage window — fixed with you in writing before the plan starts. Front Desk is currently a WAITLIST: we open places only as answering capacity is proven, so it cannot be started on request.

Your domain is registered in your name and stays yours if you cancel — ask and we transfer it to you at no charge. The website itself is built on our template system and does not transfer, so if you leave you keep the domain and your content, not the site.

If you take a founding-client price lock, the price of the plan you land on is held for 12 months. The lock fixes your price — it is not a fixed term, and you can still cancel at any time.

You always keep your own phone number and your Google Business Profile — they were never ours to keep.

One tradie per area

While you’re an active client we won’t take on a direct competitor in your trade and service area, as agreed at signup. That exclusivity ends when your plan ends.

What we need from you

Keep your phone service active and approve the call-flow changes we set up (such as diverting missed calls). Give us accurate business details, respond to genuine enquiries we relay, and use the service only for your own trade business and only lawfully.

The messaging we run for you is for responding to people who contacted your business — it isn’t a bulk-marketing tool, and we’ll decline to send anything that looks like spam.

Customer details you give us for review requests — whether you type them in, text them to us, or we read them from your accounting software — must belong to your own customers, for work you actually did, and be collected lawfully. What is in your books is your responsibility; we only read it.

Messages & compliance

Text-backs are sent in your business name to people who just called or messaged your number — consent that is reasonably inferred under the Spam Act 2003 (Cth). Every conversation can be opted out of at any time (for example by replying STOP), and we honour opt-outs immediately.

Review requests are one text, in your business name, to a customer who has just had work done by you, with an opt-out in every message — the same footing as a receipt or follow-up from the business itself. We send them only between 7am and 9pm, never to a number that has opted out, and never to the same person twice within 30 days. We ask every customer the same way: there is no option to ask only the happy ones, and we will not add one.

Third-party services & availability

The service runs on telephone and SMS carrier networks and other platforms we don’t control. We choose reliable providers and fix issues promptly, but we can’t promise uninterrupted delivery of any individual call, text or integration.

Connections to other software (such as Xero) depend on that provider and on your account with them. If a connection drops or you revoke it on their side, review requests from that source pause until it is reconnected — nothing is sent on a guess — and the Reviews tab shows it as disconnected.

Liability

Nothing in these terms excludes rights you have under the Australian Consumer Law, including consumer guarantees that cannot be excluded. To the extent the law allows, our total liability for anything else connected to the service is capped at the fees you paid us in the 3 months before the claim, and we aren’t liable for indirect losses such as lost profits.

Ending or changing the service

We can end your service with 30 days’ notice (refunding any unused period), or immediately for non-payment or misuse. We may update these terms from time to time — if we do, we’ll let you know by text or email, and the current version always lives at this page with its last-updated date.

Governing law

These terms are governed by the laws of Queensland, Australia.