Terms of Service

1. About the Service

CareCall provides an automated wellness check-in service that places scheduled telephone calls to elderly or vulnerable individuals on behalf of family members and carers. Calls are conducted by an automated voice assistant named Sarah.

2. Use of Automated & Artificial Intelligence Technology

You acknowledge and agree that the CareCall service, including Sarah, is powered by automated voice and artificial intelligence (AI) technology. Specifically:

• All calls are placed and conducted by an automated voice system, not a human.
• Conversations are processed using AI language and speech technology to generate natural-sounding responses in real time.
• OpenAI and Grok (xAI) are the core AI services used to power conversations. Other AI services may also be used to generate content and deliver features of the Service.
• Call transcripts are analysed by automated systems to detect keywords or patterns that may indicate distress, health concerns, or emergency situations. These detections trigger alerts to nominated family or emergency contacts.
• The service may learn and retain facts shared during calls ("memory") to personalise future conversations. You can review and delete stored memories at any time from your account dashboard.
• AI-generated responses may occasionally be inaccurate, incomplete, or contextually inappropriate. CareCall is not a substitute for professional medical, mental health, or emergency services.

The call recipients (your loved ones) and any third parties you nominate as emergency contacts must be informed that calls are made by an automated system. You are responsible for obtaining any necessary consent from those individuals prior to using the Service.

3. Emergency Situations

CareCall is not an emergency service. If you believe someone is in immediate danger, call 000 (Australia) or the relevant emergency number in your country. Automated alert notifications sent by CareCall are supplementary and may be delayed. Do not rely solely on CareCall for emergency response.

4. Accounts & Eligibility

• You must be at least 18 years old to create an account.
• You are responsible for maintaining the confidentiality of your account credentials.
• You must provide accurate and complete information when registering.
• One account may manage multiple loved-one profiles.

5. Token-Based Billing

The Service operates on a prepaid token system. Tokens are purchased in advance and deducted per completed interaction as follows:

• Mobile phone-network call: 1 token per completed call.
• In-app internet call (CareCall app): 0.5 tokens per completed call.
• SMS notifications (alerts, reminders, birthday messages, balance warnings, and similar templated texts): 0.125 tokens (one-eighth) per message.
• Conversational SMS replies from Sarah (when a loved one texts Sarah's number directly from their phone): 0.125 tokens for the first reply in any five-minute conversation window; 0.0625 tokens (one-sixteenth) for each follow-up reply within that same five-minute window. A new window — and the full 0.125-token rate — begins after five minutes of inactivity.
• In-app text messages to Sarah (sent through the CareCall app): free of charge.

Tokens are non-refundable except as required by applicable Australian Consumer Law. Unused tokens do not expire.

6. Data & Privacy

Call audio, transcripts, and extracted memories are stored securely and used solely to deliver and improve the Service. We do not sell your data to third parties. Full details are set out in our Privacy Policy. By using the Service you consent to the collection and processing of data as described therein.

7. Acceptable Use

You must not use the Service to:

• Harass, deceive, or harm any individual.
• Place calls to individuals who have not consented to receive automated calls.
• Violate any applicable law or regulation.
• Attempt to reverse-engineer or interfere with the platform.

8. Limitation of Liability

To the fullest extent permitted by law, CareCall and its affiliates shall not be liable for any indirect, incidental, special, or consequential damages arising from your use of the Service, including but not limited to: failure to detect an emergency, inaccurate AI-generated content, or telecommunications outages beyond our control.

9. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes via email or an in-app notice. Continued use of the Service after changes take effect constitutes your acceptance of the revised Terms.

10. Contact

Questions about these Terms? Contact us at support@carecall.care.