AI Assistant Terms of Use

Last updated 20 October 2026

Your Telco Shop (ABN 83 702 019 896) uses artificial intelligence (AI) assistants to help customers: the chat assistant on this website and our phone receptionist, Prana. These terms apply whenever you use either of them. By using them, you agree to these terms.

1. What the assistant is

The assistant is an automated computer program, not a person. It answers questions using information published on yourtelcoshop.com.au. You can ask to be put through to our team at any time, or contact us at sales@yourtelcoshop.com.au or (03) 8682 9945.

2. General information only

The assistant gives general information about our products, shipping, returns and policies. It does not give technical, professional, legal or financial advice. Please check that a product suits your needs before you buy, or ask our team.

3. Accuracy

We work to keep the assistant accurate, but AI can make mistakes or misunderstand a question. Prices, stock, specifications and shipping costs can change. The details shown on our website at checkout, and on your invoice, are what apply to your order. If anything the assistant says differs from them, the website and your invoice prevail.

4. No orders, promises or changes

The assistant can’t place, change or cancel orders, take payments, or agree to discounts, price matches, refunds, exceptions or delivery dates. These are only agreed in writing by our team. Prices are quoted excluding GST unless stated otherwise.

5. Never share payment details

Please don’t give the assistant card numbers, bank details, passwords or one-time codes; it is designed to refuse them. Payments are only made through our secure website checkout.

6. Recording and your information

Phone calls with the assistant are recorded and transcribed, and website chats are processed and may be logged. We use them to answer your enquiry, pass messages to our team, send you information you ask for, check quality and improve our service. The assistant may collect details you give it, such as your name, phone number, email address and the reason for your enquiry.

Our service providers, including ElevenLabs (voice) and Anthropic (AI), process this information on our behalf and may store it outside Australia, including in the United States. Our Privacy Policy explains how we handle personal information and how you can access or correct it. If you’d prefer not to speak with an AI or be recorded, ask to be put through to our team or email us instead.

7. Emails and reviews

If you ask, the assistant can email you product or policy information, or a link to leave us a Google review. The review link is offered to every caller. Reviews are optional and in your own words, and we don’t offer anything in return for one.

8. Acceptable use

Please use the assistant only for genuine enquiries about our store. Don’t try to misuse it, overload it, or trick it into giving false or harmful answers. We may end a chat or call that breaches this.

9. Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded. Subject to that, and to the extent the law allows, we are not liable for loss arising only from relying on the assistant’s answers without checking our website or with our team.

10. Changes and governing law

We may update these terms, or change or stop the assistant, at any time. The current version is always on this page. These terms are governed by the laws of Victoria, Australia. Our Terms of Sale and Quote & Refurbished Terms also apply.