MatePickup

Terms of Service

Effective 10 May 2026

These terms ("Terms") govern your use of the MatePickup service operated by FLY SKY PTY LTD (ABN 87 632 663 622) ("we", "our", "MatePickup"). By creating an account or otherwise using the service, you ("you", the operator) accept these Terms. If you don't accept them, don't use the service.

1. The service

MatePickup provides an AI receptionist plus operations software for motels and small hotels. Features include inbound call handling, booking management, channel-manager sync, payment processing, and a front-desk web app.

2. Account & eligibility

  • You must be 18+ and have authority to bind your business.
  • You're responsible for keeping your password secure and your billing details up to date.
  • One organisation per account; multiple motels can sit under one account.

3. Subscriptions, fees & usage

  • Plans are billed monthly in AUD by Stripe. Pricing is shown at matepickup.com/hotel and inside the admin dashboard.
  • Each plan includes a quota of AI minutes and SMS. Overage is billed at the per-unit rate shown on your plan.
  • Subscriptions auto-renew monthly. Cancel any time from the Billing page; cancellation takes effect at the end of the current billing period.
  • We may adjust pricing with at least 30 days' notice by email. Existing prepaid periods are honoured.

4. Trial

New accounts get a 14-day free trial. AI minutes and SMS during trial are limited (see your dashboard). Trial bookings do not push to channel managers or charge guest payments unless you've connected Stripe. Trial ends automatically — we won't charge you unless you actively choose a paid plan.

5. AI receptionist — what it does, what you remain responsible for

  • The AI handles inbound calls based on the prompt + policies you configure (business hours, modification rules, escalation phone, knowledge base, etc).
  • The AI may make mistakes. Bookings, modifications, and tickets it creates are your bookings. You are responsible for honouring them, charging the right amount, refunding errors, and handling complaints.
  • We don't guarantee 100% uptime or accuracy. We make commercially reasonable efforts.
  • AI calls play a recording disclosure at the start of every call. Continuing the call constitutes guest consent to recording. You are responsible for any additional notice required in your jurisdiction (e.g. two-party consent states).
  • If the AI escalates a call to your phone number, your operator will handle it as a normal call. We log the transfer event.

6. Acceptable use

You agree not to:

  • Use MatePickup for spam, robocalls, or any unlawful purpose.
  • Use it to harass, defraud, or harm guests or any third party.
  • Resell or sublicense the service without written permission.
  • Reverse engineer the platform or scrape API responses beyond what your plan allows.
  • Send SMS content that violates the Australian Spam Act 2003 (e.g. without recipient consent).

We may suspend or terminate accounts that violate these rules. Repeated abuse may be reported to authorities.

7. Data ownership & portability

  • Your data is yours. Bookings, customers, recordings, transcripts, configuration — all belong to you. We're a processor; you're the controller (in privacy-law terms).
  • You can export everything as JSON at any time from the admin (Settings → Data export) or by emailing support.
  • On account closure we keep records as described in our Privacy Policy for tax / legal compliance, then delete.

8. Payments to guests

When MatePickup processes a guest payment via Stripe Connect, money flows to your Stripe account, not ours. We charge our subscription / SMS fees separately. Refund decisions are yours; we provide the tools.

9. Third-party services

MatePickup integrates with third parties (Telnyx, Twilio, Stripe, Beds24, Channex, Google Gemini, Cloudflare, Resend, Sentry). These services have their own terms which apply alongside ours. We're not responsible for their outages or data handling beyond what our agreements with them require.

10. Service availability

We aim for 99.5% monthly uptime. Planned maintenance is announced in advance when possible. We're not liable for downtime caused by third-party outages, force majeure, or your own configuration changes.

11. Confidentiality

We treat operator data and configuration as confidential. We may use anonymised, aggregated metrics (e.g. "average call length across all motels") for product improvement and marketing.

12. Australian Consumer Law & warranties

Our service comes with guarantees that cannot be excluded under the Australian Consumer Law. To the extent the law allows, we provide the service "as is" and disclaim implied warranties. Where guarantees apply and a problem isn't major, our remedy is re-supplying the service or refunding the proportional fee.

13. Limitation of liability

To the extent permitted by law, our total liability for any claim arising from the service is capped at the fees you've paid us in the 12 months before the claim. We are not liable for indirect, consequential, or special damages, including loss of bookings, lost profits, or reputational harm — except where this exclusion is barred by the Australian Consumer Law.

14. Indemnity

You agree to indemnify us against claims by guests or third parties arising from your use of MatePickup that violates these Terms or applicable law (e.g. the AI booked something you couldn't honour because your inventory was wrong, and the guest sued).

15. Changes to these Terms

We may update these Terms. Material changes will be notified at least 14 days in advance by email and a banner in the admin. Continued use after the effective date constitutes acceptance.

16. Termination

  • You can terminate any time from the Billing page.
  • We can terminate for breach of these Terms with reasonable notice (or immediately for serious breach — fraud, abuse, non-payment after 14 days' notice).
  • On termination: your access stops, data export remains available for 30 days, then we begin deletion per our Privacy Policy.

17. Governing law

These Terms are governed by the laws of Victoria, Australia. Any disputes go to the courts of Victoria, Australia.

18. Contact

FLY SKY PTY LTD
ABN 87 632 663 622
Melbourne, Australia
Email: flyskyptyltd@gmail.com