INCENDO NEW ZEALAND LIMITED
AI.gency Tradie Admin — Terms & Conditions Effective: July 2026 | Version 1.0

1. Introduction
These Terms and Conditions ("Agreement") govern the AI.gency Tradie Admin services provided by Incendo New Zealand Limited ("Incendo", "we", "us", or "our"), a New Zealand registered company, to you as a customer ("Customer", "you", or "your"). Our website is www.incendo.co.nz.

By purchasing any Tradie Admin subscription plan, you confirm that you have read, understood, and agree to be bound by this Agreement. This Agreement should be read alongside any Order Form or Statement of Work issued by Incendo, which together form the entire agreement between the parties.

2. The Tradie Admin Service
2.1 Service Description
Incendo provides a fully managed AI office administration service ("Tradie Admin" or "Service") comprising:

A dedicated, individually configured AI phone agent assigned to your business that answers inbound calls, responds to questions using your business knowledge, takes messages, books site visits, and captures back office tasks (including timesheets, materials orders, and quote requests) and health and safety incident reports logged by voice by you or your team; and
A web-based back office portal ("Portal") providing access to your messages, tasks, bookings, health and safety incident register, usage information, and self-service administration, together with a daily email digest.
The Service is available across three subscription tiers. All tiers include the full Portal, phone channel only, up to 4 concurrent calls, the daily digest email, and unlimited support for service issues.

Casual Tradie Admin — $179/month + $249 one-off setup fee Perfect for one-man bands wanting after-hours and overflow cover. Handles around 2–3 calls per day at 2–3 minutes average per call. - 200 talk minutes per month

Part-Time Tradie Admin — $299/month + $249 one-off setup fee Full-time phone cover plus a complete back office, for a busy small business. Handles around 8–10 calls per day at 2–3 minutes average per call. - 500 talk minutes per month

Full-Time Tradie Admin — $449/month + $249 one-off setup fee For the multi-trade outfit with phones running hot and a crew phoning things in. Handles around 15–20+ calls per day at 2–3 minutes average per call. - 1,000 talk minutes per month

2.2 Service Delivery
Upon engagement, Incendo will deliver the Service through the following steps:

Requirements interview — a structured discovery session to understand your business, processes, tone of voice, knowledge, and desired agent behaviour.
Platform setup — Incendo configures the required AI infrastructure and Portal on your behalf, including your dedicated phone number.
Agent configuration — we build, train, and configure your Tradie Admin using information gathered during discovery.
Testing — Incendo conducts internal testing prior to go-live to validate performance against agreed requirements.
Handover and go-live — we provide a walkthrough of the agent and Portal, issue your Portal login, and make your agent live.
2.3 Ongoing Monthly Management
As part of your monthly subscription, Incendo will monitor agent performance, maintain the underlying platform, and provide unlimited support for service issues. Usage information is available to you at all times through the Portal.

3. Fees and Payment
3.1 One-Off Setup Fee
A non-refundable setup fee of $249 is payable upon commencement of onboarding for all plans. The setup fee covers the requirements interview, platform configuration, agent build, phone number provisioning, testing, and handover. The setup fee is non-refundable once agent configuration has commenced.

3.2 Monthly Subscription Fee
A fixed monthly fee is payable in advance, covering your dedicated Tradie Admin agent, inbound talk minutes and call capacity per your plan, the Portal, the daily digest email, ongoing management and monitoring, and unlimited support for service issues.

All fees are in New Zealand Dollars (NZD) and are exclusive of GST unless stated otherwise.

3.3 Self-Service Administration
The Service is self-service by design. Through the Portal you can, at any time and at no additional charge, update your agent's phone greeting, business knowledge (hours, service areas, services, and custom knowledge), staff list, booking availability rules, active modules, and Portal users. Changes take effect immediately or within a short processing period.

Incendo's included support (Section 7) covers faults and service issues. Configuration changes are performed by you through the Portal. If you ask Incendo to perform configuration work on your behalf beyond onboarding, Incendo may scope and quote that work separately before commencing.

3.4 Usage and Plan Fit
Incendo does not apply hard usage cutoffs — your Tradie Admin continues answering calls even if you exceed your plan's included minutes. There are no per-minute overage charges.

If you exceed your included minutes in a billing month, Incendo will notify you as a courtesy. If you exceed your included minutes twice within any rolling twelve-month period, Incendo may require an upgrade to the next plan tier, effective from your next billing date, with at least 14 days' written notice.

3.5 Payment Terms
The monthly subscription fee is charged in advance by automatic payment on the first business day of each billing month. By agreeing to this Agreement, you authorise Incendo to charge your nominated payment method for all fees due.

You are responsible for ensuring your payment details remain current at all times. If a payment is declined, Incendo will notify you and allow 5 business days to resolve the issue. If payment remains outstanding after this period, Incendo reserves the right to suspend the Service until payment is received.

3.6 Price Changes
Incendo may increase fees at any time by providing at least 30 days' written notice via email. Updated pricing takes effect on the first billing date on or after the expiry of the notice period. Continued use of the Service after the effective date constitutes acceptance of the revised fees. If you do not accept the revised fees, you may terminate this Agreement in accordance with Section 6.2 before the effective date, and no increased fee will be charged.

4. The Portal
4.1 Access and Accounts
Portal access is by invitation. The first Portal user for your business is designated the account owner. The owner controls who else in your business may access the Portal and may invite or remove users at any time. You are responsible for all activity conducted under your business's Portal accounts, for keeping login credentials secure, and for removing access for people who leave your business.

4.2 Acceptable Use
You must not use the Portal to store or process unlawful content, attempt to access another customer's data, probe or circumvent security controls, or use the Portal in a way that degrades the Service for others.

4.3 Role of the Portal
The Portal is a capture, tracking, and record-keeping convenience. It does not replace your systems of record — including accounting, payroll, job management, or supplier ordering systems — and actions captured in the Portal (such as materials orders or timesheets) still require a person in your business to action them in the relevant system. Incendo makes no warranty that Portal content is complete or accurate, as content depends on what callers say and what your team logs.

4.4 Portal Availability
The Portal is designed to be available 24/7, but availability is not guaranteed and the disclaimers in Section 7.2 apply equally to the Portal.

5. Health & Safety Incident Register
5.1 Record-Keeping Tool Only
The health and safety incident register is a record-keeping and administrative tool only. It captures incident reports made by phone or entered in the Portal and stores them in a register you can review and export.

5.2 No Advice
Any severity assessment, classification, or "notifiable event" indication produced by the Service is automated, indicative only, and is not legal advice, safety advice, or a determination of your obligations under any law. Such indications may be incorrect, including failing to flag an event that is notifiable or flagging an event that is not.

5.3 Your Obligations Are Unaffected
You remain solely responsible for all obligations of a person conducting a business or undertaking (PCBU) under the Health and Safety at Work Act 2015 and related regulations, including deciding whether an event is notifiable, notifying WorkSafe New Zealand, preserving incident sites, and maintaining any records required by law. Use of the Service does not transfer, reduce, or discharge any of those obligations.

5.4 Not an Emergency Service
The Service is not an emergency service and must not be relied on in an emergency. In any emergency, call 111.

5.5 Register Retention and Export
Incident register records cannot be deleted through the Portal. You may export your incident register at any time through the Portal. You are responsible for exporting and retaining records as required to meet your own legal retention obligations, including following termination (see Section 8.5).

6. Platform & Technology
6.1 Technology Partners
Incendo delivers the Service using a combination of proprietary tooling and third-party AI voice and telephony platforms. The specific platforms and providers used are not disclosed to customers and form part of Incendo's confidential operational methodology.

6.2 Right to Change Platform
Incendo reserves the right to change, substitute, or migrate to a different underlying technology platform at any time. Where a change is material to service delivery, Incendo will endeavour to provide at least 30 days' prior written notice. You acknowledge that Incendo's obligation is to deliver the agreed service outcomes, not to use any specific technology platform.

6.3 Third-Party Terms Compliance
By using the Service, you acknowledge and agree that:

Your use of the Service may be subject to the acceptable use terms of Incendo's technology partners.
You must not use the Service in any manner that would cause Incendo or its technology partners to breach applicable third-party terms.
Incendo may suspend or modify the Service where your usage is inconsistent with any third-party platform provider's requirements.
You must not use the Service to generate voice output that impersonates a real person without their express written consent.
You must not attempt to reverse-engineer, extract, or replicate any underlying AI models or technology components used in delivering the Service.
Content you provide may be processed by third-party AI platforms subject to their applicable terms.
You are responsible for disclosing to callers that they are speaking with an AI, not a human, where required by law or good practice.
You must ensure all calling activity conducted through the Service complies with applicable New Zealand telecommunications laws and regulations.
7. Data, Privacy & Security
7.1 New Zealand Privacy Act
Incendo complies with the New Zealand Privacy Act 2020. By using the Service, you consent to the collection, use, storage, and processing of data as described in this Agreement.

7.2 Data Hosting Location
You acknowledge and agree that data processed as part of the Service — including conversation recordings, transcripts, Portal data, incident register records, and configuration data — may be stored and processed on servers located outside New Zealand, including in the United States, Europe, and other jurisdictions where our technology partners operate. By agreeing to this Agreement, you expressly authorise Incendo to store and process Customer data internationally as required to deliver the Service.

7.3 Call Recording and Transcripts
By default, your Tradie Admin will retain call recordings and transcripts to enable performance monitoring, troubleshooting, and optimisation. If you do not wish to retain call recordings or transcripts, you must notify Incendo in writing prior to go-live. You acknowledge that disabling retention may limit our ability to troubleshoot issues or review agent performance on your behalf.

7.4 Customer Data Responsibilities
You are responsible for ensuring that any information provided to Incendo or entered into the Portal is accurate, legally obtained, and that you hold all necessary rights and consents — including consents relating to personal information of your staff and customers processed through the Service. You must not instruct Incendo to configure agents to collect or process sensitive personal information without prior written agreement and appropriate safeguards in place.

8. Term, Termination & Suspension
8.1 Term
This Agreement commences on the date of your first payment and continues on a monthly rolling basis.

8.2 Termination by Customer
You may terminate this Agreement at any time by providing at least 30 days' written notice to liam@incendo.co.nz. You remain responsible for all fees during the notice period. No refund will be provided for prepaid fees covering the notice period.

8.3 Termination or Suspension by Incendo
Incendo reserves the right to suspend or terminate the Service at any time by providing at least 30 days' written notice. Where Incendo terminates for reasons other than Customer breach, any prepaid fees beyond the termination date will be refunded on a pro-rata basis.

8.4 Immediate Termination for Cause
Either party may terminate immediately if the other party commits a material unremedied breach, becomes insolvent, or engages in unlawful or fraudulent conduct.

8.5 Effect of Termination
On termination, agent and Portal access will be disabled. You may request a full export of your data — including your health and safety incident register — within 30 days of termination, and Incendo will provide it in a common machine-readable format. Following that 30-day period, Customer data will be deleted (subject to any legal retention requirements binding Incendo), and ongoing retention of exported records is your responsibility. All outstanding fees become immediately due on termination.

9. Support
9.1 Business Hours Support
Support is available Monday to Friday, 8:30 AM to 5:00 PM NZDT, excluding public holidays. Contact us at liam@incendo.co.nz or +64 29 759 6234. Incendo will endeavour to respond within one business day.

All plans include unlimited support for service issues. This covers technical faults, platform issues, and agent errors. Configuration changes are self-service through the Portal (Section 3.3).

9.2 Agent Availability & Service Interruption
Tradie Admin agents are designed to operate 24/7 within your plan limits. However, Incendo does not guarantee uninterrupted or error-free availability. The Service may be unavailable due to third-party platform outages, scheduled or unscheduled maintenance, network failures, AI model behaviour, or other circumstances within or outside Incendo's reasonable control.

Incendo accepts no liability for any loss of business, revenue, profit, or opportunity arising from the Service being unavailable, degraded, or not performing as expected for any period of time.

10. Liability, Indemnification & Disclaimer
10.1 AI Output Disclaimer
The Tradie Admin agent generates responses using artificial intelligence. Incendo makes no warranty that AI-generated output — including call handling, message content, task detail, booking detail, or incident classifications — will be accurate, complete, or appropriate for any particular purpose. AI agents may occasionally produce incorrect or unexpected responses.

10.2 Customer Indemnification of Incendo
You agree to indemnify, defend, and hold harmless Incendo New Zealand Limited, its directors, employees, contractors, and technology partners from and against any and all claims, damages, losses, liabilities, and costs arising from or relating to:

Any content, information, or instructions you provided to configure the Tradie Admin agent or entered into the Portal.
Any representation made by a Tradie Admin agent based on inaccurate, incomplete, or unauthorised content you provided.
Any reliance by a third party on information provided by your Tradie Admin agent.
Any use of the Service that violates this Agreement, applicable law, or third-party rights.
Any claim by a customer, employee, or third party arising from interaction with your Tradie Admin agent or from records held in your Portal.
Any failure by you to obtain appropriate consents from individuals whose data is processed through the Service.
Any failure by you to meet your obligations under the Health and Safety at Work Act 2015, including any failure to notify WorkSafe of a notifiable event.
10.3 Limitation of Incendo's Liability
To the maximum extent permitted by law:

Incendo's total aggregate liability under this Agreement is limited to the total fees paid by the Customer in the three months immediately preceding the event giving rise to the claim.
Incendo is not liable for any loss of business, revenue, profit, opportunity, data, or reputational damage, or any indirect, consequential, special, or punitive damages.
Incendo is not liable for any loss or damage arising from the Service being unavailable or not operating as expected for any reason.
Incendo is not liable for any act, omission, or failure of any third-party platform provider used to deliver the Service.
Incendo is not liable for any output generated by a Tradie Admin agent that is inaccurate, incomplete, misleading, or inappropriate, including any incident severity assessment or notifiable-event indication.
Incendo is not liable for any regulatory action, penalty, or loss arising from your health and safety obligations, record-keeping obligations, or any decision made or not made in reliance on the incident register.
10.4 No Warranty
The Service is provided "as is" and "as available". To the extent permitted by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 (where you are acquiring the Service for business purposes), all implied warranties are excluded.

11. Intellectual Property
Incendo New Zealand Limited retains all intellectual property rights in the Tradie Admin platform, Portal, methodology, agent configurations, and related know-how. Nothing in this Agreement grants you any rights to Incendo's technology or proprietary systems.

You retain ownership of your own business content and data provided to Incendo or entered into the Portal. By providing such content, you grant Incendo a non-exclusive, royalty-free licence to use it solely for the purpose of delivering the Service. You warrant that you hold all necessary rights to any content you provide and that it does not infringe any third-party rights.

12. Confidentiality
Each party agrees to keep confidential any proprietary or commercially sensitive information of the other party. The identity and details of Incendo's technology platform providers are Incendo's Confidential Information — you agree not to attempt to identify, reverse-engineer, or disclose such information.

Confidentiality obligations do not apply to information that is publicly available, was already known to the receiving party, or is required to be disclosed by law.

13. General
13.1 Governing Law — This Agreement is governed by the laws of New Zealand. Disputes are subject to the exclusive jurisdiction of the New Zealand courts.

13.2 Amendments — Incendo may amend these Terms with at least 30 days' written notice. Updated terms will be published at www.incendo.co.nz. Continued use after the effective date constitutes acceptance.

13.3 Entire Agreement — This Agreement, together with any Order Form or Statement of Work, constitutes the entire agreement between the parties.

13.4 Severability — If any provision is found invalid or unenforceable, the remaining provisions continue in full force.

13.5 Force Majeure — Neither party is liable for delays caused by circumstances beyond their reasonable control, including third-party platform outages, cyberattacks, or government action.

13.6 Notices — All formal notices must be in writing and sent to liam@incendo.co.nz (for Incendo) or the email address associated with your subscription (for Customer).

Incendo New Zealand Limited | New Plymouth, New Zealand | www.incendo.co.nz | info@incendo.co.nz | +64 6 242 1117