Terms, privacy and refunds

Last updated 8 October 2026. Keyhold is run from Perth, Western Australia.

Terms of service

These terms apply to Keyhold's done-for-you services. Each client also signs a short service agreement that sets out the scope of their plan.

What we provide

Setup of the plan you choose, ongoing hosting and monitoring, and script changes included in your monthly fee.

Your part

You approve the call script, booking rules and emergency rules before go-live, and you keep your calendar and job details up to date. Emergencies are directed to you, or to 000, according to the rules you approve.

Fees

The setup fee is paid before work starts. Monthly fees are billed in advance, month to month, with 30 days' notice to cancel. Call minutes over your plan's allowance are passed on at cost.

Liability

We take care to set up and monitor your system, but no answering service is perfect. Our liability is limited as set out in your service agreement, except where the law does not allow it to be limited.

Privacy policy

We handle personal information in line with the Australian Privacy Principles.

What we collect

• Your name, business details and contact details when you book a call or become a client.
• For clients: call recordings, transcripts, call summaries and booking details from your customers, handled on your behalf.
• Your light or dark theme choice, saved in your own browser only.

How we use it

To provide and support your service and to reply to you. We never sell personal information. Call data belongs to you, can be exported at any time, and is deleted when you leave unless you ask us to export it first.

Call recording

Every call answered by Keyhold opens with a notice that the caller is speaking with an AI assistant and that the call is recorded.

Access and questions

To access, correct or delete your information, use the details on our booking page.

Refund policy

30-day setup guarantee

If Keyhold hasn't booked you a job in your first 30 days after going live, contact us and we'll refund your setup fee in full.

Monthly fees

Monthly fees cover the month ahead. Cancel with 30 days' notice and you won't be billed again after that.

Your rights under Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. This policy adds to those rights and does not limit them.