Critical Information Summary

Provider: SEGLO PTY LTD (ABN 65 694 776 488) ("Seglo")

This Critical Information Summary sets out the key terms of the Seglo Phone plan in a short, standard-form document. It is a summary only; the full terms are in the Seglo Phone Terms of Service and the policies referred to below.

Information about the service

What is the service? Seglo Phone is an Australian 04 virtual mobile number that runs in the Seglo app. Your team makes and takes business calls, SMS and native MMS picture messages on their own phones and tablets — no desk handsets and no separate phone system. MMS works in both directions on the same 04 number: customers can send pictures to the business, and the team can send pictures back as MMS rather than an SMS link. Seglo Phone is a software platform with a carriage service resupplied to you (the underlying carriage is acquired by Seglo from a licensed Australian carrier and resupplied under the Seglo brand). It is a separate product from the Seglo AI Receptionist.

Is the service delivered over the internet? Yes. Seglo Phone is a Voice-over-IP (VoIP) service. It needs a working internet connection and power to operate, and will not work during an internet or power outage. See the emergency-call position below.

Minimum term. There is no fixed contract. The plan is month-to-month and you can cancel at any time.

Information about pricing

One-off setup charge. $149 (once) per number. The same setup charge applies whether you bring an existing Australian mobile number or we set up a new 04 virtual mobile number. Changing the number on an existing plan carries no further setup charge.

Monthly charge. $79 per month, including 2 people. Your $79/month starts only when your number goes live — you are not charged monthly while we are setting the service up.

Extra people. $29 per month for each person beyond the included 2, up to a total of 5 people. A person is anyone you give access to Seglo Phone, including you if you switch on your own access. Each person may use Seglo Phone on as many phones and tablets as they like; devices are not charged.

More than one number. Each business number is its own plan, with its own setup charge, monthly charge and people. A second number costs the same as the first: $149 setup, then $79 per month including 2 people, and $29 per month for each extra person on that number, up to 5. Having one number does not change the price of another.

Calls, SMS and MMS. Unlimited standard Australian calls, SMS and MMS are included in the monthly charge under a fair-use policy. There is no per-minute or per-message metering for standard Australian use. Fair use means ordinary day-to-day business communication; it does not permit marketing blasts, bulk or spam messaging, or automated sending — see the Acceptable Use Policy (phone.seglo.ai/acceptable-use).

International calling. International calls are not included in the monthly charge and are not enabled by default. Where Seglo makes international calling available, it is charged at the rates published by Seglo from time to time; contact Seglo before relying on it.

Porting charge. $0. Bringing your existing Australian mobile number across (porting-in) is included in the $149 setup charge — there is no separate porting-in charge.

Minimum total cost. The minimum total cost over the minimum (month-to-month) term is $228 — the $149 one-off setup charge plus one month at $79.

Early-termination / exit charge. $0. Because the plan is month-to-month, there is no early-termination or exit charge if you cancel.

All prices are in Australian dollars and, unless stated otherwise, are exclusive of GST; GST is shown as a separate line on your invoice.

Emergency calls (000 / 112 / 106)

000 and 112 are supported from Seglo Phone. Because the service is delivered over the internet, two things matter and you must make your team aware of them:

• Emergency calling needs an active internet connection and power. If either is down (including an internet or power outage, or a device or network failure), Seglo Phone cannot connect an emergency call — use a mobile or a standard fixed line instead. You must keep a separate means of contacting emergency services at every location where you use the service.
• Emergency services see the service address you have registered against your number, not your live location. Keep your registered service address up to date. If you are calling from somewhere else, tell the operator where you are.

106 — the text-based emergency relay for people who are deaf or who have a hearing or speech impairment — is handled separately and is not carried as a voice call by the app. See phone.seglo.ai/terms for the current 106 arrangements.

The emergency-calling arrangements depend on the technical configuration of the underlying carriage service and may change; Seglo will notify you of the arrangements in force and of any change before activation.

Expected timeframe to port your number in

If you are bringing your existing Australian mobile number, the transfer typically takes 3–10 business days, depending on your current provider and the industry porting process. Your existing phone keeps working until the moment your number switches over — there is no downtime in between. See the port-in terms at phone.seglo.ai/terms.

Cooling-off and refunds

Online self-signup is not an unsolicited agreement, so no statutory cooling-off period applies; Seglo nevertheless offers the following voluntary refund position:

• Setup charge ($149) — fully refundable until Seglo submits your transfer to the carrier (or, for a new number, until the new number is activated). After that point the setup charge is non-refundable, because the work is done. If a port fails after submission, the setup-fee refund position in the port-in terms (phone.seglo.ai/terms) applies.
• Monthly charge ($79) — month-to-month, cancel anytime, exit cost $0. As a goodwill window, if you cancel within the first 10 business days after go-live, Seglo will refund the monthly charge you have paid.

Nothing above limits your rights under the Australian Consumer Law.

Payment options

Seglo Phone is billed to a card on file through Seglo's payment processor (Stripe). The $149 setup charge is a one-off invoice; the $79/month (plus any extra-person charges) is a recurring monthly charge to the same card, on its own invoice separate from your other Seglo products. If you are experiencing financial difficulty, you may request payment assistance under Seglo's Payment Assistance Policy (phone.seglo.ai/payment-assistance).

Complaints and enquiries

If you have a question or a complaint, contact Seglo:

• Phone: 0480 080 030 (Mon–Fri, 9am–5pm Sydney)
• In-app or online, per the Complaints Handling Policy (phone.seglo.ai/complaints).

If you are not satisfied with how Seglo handles a complaint about the carriage service, you may contact the Telecommunications Industry Ombudsman (TIO) — a free and independent dispute-resolution service — on 1800 062 058 or at tio.com.au.

Where to find the full terms

• Terms of Service: phone.seglo.ai/terms
• Acceptable Use Policy: phone.seglo.ai/acceptable-use
• Privacy Policy: phone.seglo.ai/privacy
• Complaints Handling Policy: phone.seglo.ai/complaints
• Payment Assistance Policy: phone.seglo.ai/payment-assistance

This summary is current as at its effective date and may be updated from time to time. The full Terms of Service prevail over this summary to the extent of any inconsistency.