Terms and conditions

1. Parties and agreement

These Terms and Conditions (‘Terms’) govern access to and use of AutoTorque Concierge, an AI customer engagement and workflow platform operated and supplied by Live Chat Monitoring Pty Ltd (ABN 97 605 056 479) (‘LCM’, ‘we’, ‘our’, ‘us’). AutoTorque Concierge is a product/brand name; LCM is the contracting party.

The ‘Client’ is the business that orders, subscribes to or uses the service. ‘End User’ means a person communicating through an assistant or other Client-facing channel. A ‘Service Order’ means an accepted proposal, order form, subscription checkout or written agreement specifying services, fees and commercial terms.

These Terms are intended for business customers, not to replace terms that a Client must provide to its own End Users. The Service Order, any signed master agreement, data processing agreement and these Terms collectively form the ‘Agreement’. In the event of a conflict, a signed negotiated agreement prevails, followed by the Service Order, any applicable data processing agreement for data-protection matters, and these Terms, unless agreed otherwise in writing.

2. Service models and scope

AutoTorque Concierge may be supplied as a managed service, a self-service platform or a hybrid of both, as specified in the Service Order. Features may include conversational AI, knowledge-base retrieval, lead qualification, live-agent escalation, reporting, integration with Client systems, appointment workflows and authorised AI actions.

Features, available channels, integrations, service hours, account limits, support coverage and human-agent participation are determined by the applicable plan or Service Order. References to a feature do not guarantee that it is included in every subscription. No specific lead volume, revenue outcome, conversion rate, uptime or handover response time is promised unless expressly agreed in writing.

3. Acceptance and authorised use

A person accepting the Agreement for a business represents that they are authorised to bind that business. Use of a Client account or services after valid acceptance is subject to these Terms. Clients must ensure their authorised users comply with the Agreement and applicable laws.

4. Client configuration and responsibilities

The Client must provide lawful, accurate, current and appropriately licensed data and instructions; nominate responsible administrators; manage access permissions; review business information, pricing, availability and policy changes; test conversation paths and actions before launch; and promptly notify LCM of material errors or changes.

In self-service configurations, the Client is responsible for the settings, prompts, knowledge sources, connected systems, permissions, published notices and actions it configures. In managed configurations, LCM will undertake the agreed setup activities, but the Client remains responsible for approval of business rules and authoritative source information, except to the extent expressly assumed by LCM in the Service Order.

5. AI-specific limitations and appropriate oversight

AI-generated content is probabilistic and may be inaccurate, outdated, incomplete, inappropriate or inconsistent. Outputs may vary between similar requests. Retrieval from a knowledge base does not guarantee correctness, and AI is not a substitute for qualified professional advice.

The Client must implement proportionate testing, review and human oversight for consequential or regulated use cases. The Client must not rely on an AI output alone to make legally significant decisions about a person or to provide regulated medical, legal, financial, credit, insurance or employment determinations without an appropriate lawful process and human supervision.

Neither a request for human assistance nor an automation trigger guarantees that a human will be available immediately, unless agreed service-level commitments expressly provide otherwise.

6. Connected systems, integrations and AI actions

The Service may read from or write to third-party systems where authorised, including CRMs, scheduling tools, inventory databases and communications services. The Client must grant only the minimum necessary permissions and assess the business consequences of actions it enables.

Actions may fail, be delayed, generate duplicate or incorrect records, or operate on incomplete information. The Client must configure approvals or other controls for high-impact actions and regularly reconcile transactions and leads in destination systems. LCM is responsible for exercising reasonable care in any managed configuration work it has expressly agreed to perform; the parties remain responsible for their respective systems and instructions.

Third-party integrations are subject to their own availability, terms, rate limits, fees and security arrangements. LCM may disable an integration where necessary to protect security, legality or service integrity, with notice where practicable.

7. Accounts, credentials and security

The Client is responsible for authorised account users, access permissions, strong credentials and prompt removal of former users. The Client must notify LCM promptly of suspected compromise, unauthorised actions or security issues and cooperate with reasonable remediation steps. LCM will apply reasonable security measures to systems it controls.

8. Data ownership, processing and privacy

As between the parties, the Client retains its rights to Client-supplied materials, business information and its End User records. The Client grants LCM and approved suppliers a limited licence to host, process, adapt, transmit and use those materials only as reasonably required to deliver, secure and support the contracted Service and as otherwise authorised by the Agreement.

The parties will comply with applicable privacy and data-protection laws for their respective roles. The Client is responsible for providing required notices, obtaining appropriate consents or other lawful bases, and ensuring its instructions, source materials and integrations are lawful. LCM will process End User personal information on documented Client instructions where acting as processor and will provide appropriate assistance under any agreed data processing agreement.

The AutoTorque Concierge Privacy Policy explains LCM’s own handling practices. A separately agreed data processing agreement and verified subprocessor disclosures may be required for certain customers or markets.

9. Intellectual property and output rights

LCM and its licensors retain ownership of the platform, underlying technology, software, reusable workflows, configuration methods, templates, know-how and pre-existing intellectual property. The Client receives a limited, non-exclusive, non-transferable right to access the Service for its internal business purposes during the term, subject to the Agreement.

Subject to applicable third-party rights and laws, the Client may use outputs generated for it through the Service for its business purposes. AI outputs may not be unique, and similar outputs may be generated for others. Client ownership of its underlying information does not transfer ownership of LCM’s platform or generic tooling. Any bespoke deliverable ownership or migration rights must be recorded in the Service Order.

10. Acceptable use

The Client must not use the Service to break laws, infringe rights, deceive or harass individuals, impersonate others unlawfully, compromise security, distribute malicious code, circumvent usage controls or build competing tools through unauthorised extraction of LCM confidential technology. The Client must not submit data it has no right to process or instruct the Service to access information without authorisation.

LCM may suspend specific functionality on reasonable grounds of security risk, unlawful use or material breach, taking reasonable account of the circumstances and giving notice where practicable.

11. Fees, usage and changes to plans

Fees, currency, taxes, included usage, overage rates, setup charges and billing frequency are as stated in the Service Order or displayed subscription checkout accepted by the Client. Unless a Service Order states otherwise, invoices are payable by their due date; undisputed overdue amounts may result in suspension after reasonable notice and opportunity to remedy.

Plan changes, renewal periods, minimum commitments, free trials and cancellation rights must be stated clearly at the point of purchase or in the Service Order.

LCM may adjust future pricing or features in accordance with the Service Order and applicable law, with reasonable advance notice where required. The Client’s right to terminate for a material adverse change will be determined by the Agreement and applicable law.

12. Support, availability and incident management

LCM will use reasonable care and skill in providing the Service. Support hours, priority response commitments, planned maintenance, incident service levels and availability targets apply only to the extent set out in the Service Order or published plan description accepted by the Client. The Service may be affected by maintenance, outages, third-party providers and external networks.

The Client must report errors with sufficient details for investigation. LCM will take reasonable steps to investigate incidents within its control and communicate material service disruptions appropriately.

13. Confidentiality

Each party must protect the other’s non-public business, technical and commercial information with reasonable care and use it only for purposes connected with the Agreement, except where disclosure is authorised, required by law or made to advisers and service providers under appropriate obligations. This clause does not apply to information lawfully public, independently developed or lawfully obtained without restriction.

14. Warranties and statutory rights

Each party warrants that it has authority to enter the Agreement. LCM will provide the Services with reasonable care and skill, subject to their inherent technological limitations. Except as expressly stated and to the maximum extent permitted by law, LCM does not warrant uninterrupted operation, error-free AI responses or compatibility with every third-party service.

Nothing in the Agreement excludes, restricts or modifies any guarantee, remedy or other right that cannot lawfully be excluded, including rights under the Australian Consumer Law where applicable. Any permitted limitation of remedies for a non-excludable guarantee must comply with applicable law.

15. Liability and allocation of risk

Neither party excludes liability where doing so is prohibited by law. Subject to applicable law and any express negotiated terms, neither party is liable to the other for indirect or consequential loss, lost profits or anticipated savings to the extent such exclusions are legally effective.

Any monetary cap on liability, exclusions for data incidents, gross negligence or wilful misconduct, and exceptions for confidentiality, intellectual property and payment obligations must be set out in the Service Order or a separately negotiated agreement.

Each party remains responsible for losses to the extent caused by its own breach, negligence or unlawful acts, subject to lawful contractual limitations. The allocation of risk for regulated use cases and consequential automated actions should be addressed expressly in the relevant Service Order.

16. Claims and indemnities

The Client must not provide unlawful materials or instructions and is responsible for claims arising from its own content, unauthorised integrations or unlawful use to the extent caused by the Client. Any express indemnity, including its scope, defence control, mitigation, exclusions and proportionality, must be agreed in the Service Order or negotiated agreement.

17. Suspension, termination and transition

Either party may terminate in accordance with the term and notice provisions in the Service Order, or for material breach not remedied within a reasonable period after written notice, subject to applicable law. Immediate suspension or termination may be appropriate for serious security, illegality or other urgent risks.

After expiry or termination, access to the Service may cease. Subject to agreed procedures, technical feasibility, legal retention duties and fees expressly agreed, LCM will reasonably assist the Client to export or delete available Client data. Unless otherwise agreed, the Client remains responsible for removing any installed code and disabling connected permissions. Retention and deletion of records follow the privacy terms, DPA and applicable laws.

18. Third parties and force majeure

LCM uses third-party infrastructure and AI services and is not able to control all external disruptions. Neither party is responsible for delay caused by circumstances beyond reasonable control, except that payment obligations already due are not automatically excused. The affected party must take reasonable steps to mitigate the impact and resume performance.

19. Changes to these Terms

We may update these Terms prospectively to reflect legal, security or service changes. Material changes affecting an existing contracted Service will be communicated as required by the Agreement and applicable law. Unless expressly agreed and lawful, changes will not retrospectively override a signed fixed-term agreement.

20. Governing law and disputes

Unless a signed agreement specifies otherwise and subject to mandatory local laws, these Terms are governed by the laws of Victoria, Australia, and the parties submit to the courts of Victoria. The parties will first attempt in good faith to resolve disputes through nominated business contacts before commencing proceedings, except for urgent relief or legally required action.

21. Contact

Live Chat Monitoring Pty Ltd (operator of AutoTorque Concierge), ABN 97 605 056 479. Suite 305, 75 Tulip Street, Cheltenham VIC 3192, Australia. Email: customerservice@livechatmonitoring.com. Telephone (within Australia): 1800 548 324.

Effective date: 19 October 2026
Live Chat Monitoring Pty Ltd, operator of AutoTorque Concierge
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