Terms of Service

1.Who we are

"Suddenly Sorted", "we", "us" and "our" mean Suddenly Sorted (NZBN 9429053711434), a business based in New Zealand. You can reach us at hello@suddenly.co.nz.

"You" and "your" means the person or business that creates an account on our service. If you sign up on behalf of a business, you confirm you have authority to bind that business to these terms.

2.What Suddenly Sorted does

Suddenly Sorted is a software-as-a-service product (the "Service") that gives small businesses a 24/7 AI assistant to answer customer questions and capture booking requests. It includes:

• An embeddable chat widget for your website
• A standalone booking page customers can visit directly
• A dashboard where you manage your business info, services, hours, bookings, and account
• Optional integrations with Google Calendar and (where available) SMS providers

We may add, change, or remove features over time. We'll let you know if a change materially affects your plan or how the Service works.

3.Your account

To use the Service you need to create an account. You agree to:

• Provide accurate, current information (business name, contact email, etc.)
• Keep your password confidential and not share account access
• Let us know promptly if you suspect unauthorised use of your account
• Be at least 18 years old and legally able to enter a contract

You're responsible for everything that happens under your account. We'll never ask for your password.

4.Plans, payment, and GST

Our current plans are listed at suddenly.co.nz/pricing. All prices are in New Zealand Dollars (NZD) and exclude GST (15%), which will be added at checkout where applicable.

Free plan

The Free plan has a monthly booking cap (currently 10 bookings per calendar month). Once you reach the cap, the AI will let your customers know that online bookings are temporarily unavailable and direct them to contact you. The cap resets on the first day of each calendar month.

Paid plans

Paid plans are billed monthly in advance via Stripe. Your subscription will automatically renew each month at the then-current price unless you cancel. We may change pricing for paid plans by giving you at least 30 days' notice before the change applies to your next billing cycle.

Failed payments

If a payment fails, we'll try to charge you again and email you. If we can't collect payment after a reasonable retry period, your plan may downgrade to Free or your account may be suspended until payment is resolved.

5.Refunds and the Consumer Guarantees Act

We don't offer refunds for partial months — if you cancel a paid plan, you keep access until the end of your current billing period and won't be charged again.

Nothing in these terms limits any rights you have that can't be excluded under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If the Service fails to meet a consumer guarantee, you may be entitled to remedies under those Acts.

6.Using the Service

You agree not to:

• Use the Service for anything unlawful, misleading, deceptive, or harmful
• Try to break, reverse-engineer, scrape, or overwhelm the Service
• Use the Service to send spam, harassment, or unsolicited marketing
• Impersonate another business or person
• Use the Service to collect or process sensitive personal information that isn't reasonably necessary for taking bookings (e.g. don't ask customers for credit card numbers or government IDs through the chat)

7.The AI is helpful — but not perfect

The Service uses large language models (currently Anthropic's Claude) to generate responses. AI can make mistakes — it might misunderstand a question, get a detail wrong, or generate an answer that doesn't reflect what your business would say.

You're responsible for reviewing bookings captured by the AI before treating them as confirmed, and for keeping your business knowledge base (services, hours, policies, etc.) accurate. We'll do our best to keep the AI well-behaved, but we don't guarantee it will always be correct, complete, or appropriate for every conversation.

8.Bookings are requests, not confirmations

When the AI "books" a customer, what's actually happening is that it captures the customer's details and preferred time and saves them as a booking request in your dashboard. You decide whether to confirm or decline each one.

Until you (or your team) confirm a booking with the customer, it's not a guaranteed appointment. The AI may tell the customer their request has been logged and that you'll follow up — it should not promise that a specific slot is locked in unless you've explicitly set the Service up to do so (e.g. through Google Calendar integration).

9.Your customers' data

When customers chat with the AI, they share information with you (their name, contact details, booking details, and whatever they type into the chat). This data is collected on your behalf — you are the "controller" of your customers' personal information and you must:

• Have a lawful basis to collect it (typically, the customer is asking you to book a service)
• Use it only for the purpose it was given (taking and managing bookings, customer service)
• Comply with the Privacy Act 2020 and any other applicable laws
• Respond to your customers' privacy requests (access, correction, deletion)

We process this data on your behalf as described in our Privacy Policy. We don't use your customers' data to train AI models or for our own marketing.

10.Availability and changes

We aim to keep the Service available 24/7, but we don't guarantee uninterrupted access. There may be downtime for maintenance, fixes, or things outside our control (network issues, third-party outages, etc.). We don't offer a formal service-level agreement on free or standard paid plans.

We may suspend the Service (or part of it) at short notice if needed to fix a security issue, prevent abuse, or comply with law.

11.Cancelling your account

You can cancel anytime from the dashboard, or by emailing hello@suddenly.co.nz. Your paid plan stays active until the end of the current billing period, then your account will move to Free (or close if you prefer).

We may suspend or close your account if you breach these terms, fail to pay, or use the Service in a way that creates legal or operational risk for us. Where possible we'll give you notice and a chance to fix the issue.

You can ask us to delete your account and data at any time. We'll do this within a reasonable period, except where we need to keep some information for legal, accounting, or tax reasons.

12.Limitation of liability

To the extent allowed by law, the Service is provided "as is". We don't guarantee that it will be error-free, uninterrupted, or that every AI response will be accurate.

Except for any liability that can't be excluded under the Consumer Guarantees Act 1993 or other NZ law:

• We aren't liable for indirect, consequential, or incidental losses (including lost profits, lost bookings, or business interruption)
• Our total liability to you in any 12-month period is capped at the amount you paid us for the Service in that period (or NZ$100, whichever is greater)

These limits apply even if we've been told a particular kind of loss might happen.

13.Governing law

These terms are governed by New Zealand law. Any dispute will be dealt with in the New Zealand courts.

14.Updates to these terms

We may update these terms from time to time. If a change is material, we'll let you know by email or via the dashboard at least 14 days before it takes effect. Your continued use of the Service after the change means you accept the updated terms.

The "Last updated" date at the top of this page tells you when these terms last changed.

15.Getting in touch

Questions, complaints, or just want to say hi? Email hello@suddenly.co.nz. We aim to reply within two working days.