Terms and Conditions
Last updated: 3 October 2026
1. Who we are
NORTHSTAR Labs is operated by Connor Hutchings, a sole trader based in Christchurch, New Zealand. These terms apply to any business that uses our AI voice agent service. By using the service, you agree to them.
2. Our service
We build and run an AI voice agent that answers your phone, handles enquiries and takes bookings for your business. Each agent is built for you, to a brief you approve before it goes live.
3. Pricing and payment
- Website prices are a guide. Your price is confirmed in writing before anything goes live.
- Your setup fee and first month's plan are paid upfront, before your agent goes live.
- After that, you'll receive a recurring monthly invoice, billed in advance from your sign-up date. Invoices are due within 7 days.
- If your calls go over your plan, we'll contact you to move you to a suitable plan.
- We'll give you at least 30 days' notice before changing your price.
- We may pause the service if an account is overdue, after telling you in writing.
4. What we need from you
- Accurate information about your business: hours, prices, menus and policies.
- Tell us when anything changes. We're not responsible for mistakes caused by out-of-date information.
- Permission to forward your number and connect any booking system you ask us to.
- A person we can pass calls to when the agent can't help.
5. Fair use
Don't use the service to break the law, mislead or harass anyone, or pretend to be another business. The agent won't give medical, legal or financial advice. Don't tell your customers the agent can do things it hasn't been set up to do. If you break these rules, we may suspend or end the service straight away.
6. Indemnity
You agree to cover any claims, losses, fines or legal costs we face because of how you use the service, the information or instructions you give us, or any breach of these terms by you. This doesn't apply where the problem was caused by our own mistake or negligence.
7. Your data
Your customers' information belongs to you. We only use it to run the service, never sell it, and never use it to train AI models. We don't record call audio. Transcripts are deleted after 7 days. Full details are in our Privacy Policy.
8. What we can and can't promise
AI agents occasionally mishear or misunderstand a call. We set up a way for those calls to reach a person, and we fix problems as soon as you report them, but we can't guarantee every call is perfect. The service also relies on phone networks, booking systems and AI providers we don't control. Please check bookings made for you, especially in the first 30 days. Callers are always told they're speaking with an AI assistant. The agent isn't designed for emergencies or safety-critical questions such as allergies, medical needs or accessibility. These are passed to your team, and you're responsible for the answers given.
9. Liability
To the extent the law allows, we're not liable for any loss or damage that comes from using the service. This includes missed or incorrect bookings, missed calls, lost customers, lost revenue or profit, and any problems caused by phone networks, booking systems or AI providers. If we are found liable for anything, our total liability is limited to the fees you paid us in the 12 months before the issue. As a business customer, the Consumer Guarantees Act 1993 does not apply. Your rights under the Fair Trading Act 1986 are not affected.
10. Ownership
Your business information, bookings and customer data stay yours. The agent, its setup and our tools stay ours, and you can't copy or resell them. We'll only mention you as a client with your permission.
11. Cancelling
There's no lock-in contract. Either of us can cancel with 30 days' written notice. The service runs to the end of the period you've paid for, and payments already made aren't refunded. When you leave, we'll help you redirect your number and, if you ask, send you your data before deleting it.
12. Changes
We may update these terms from time to time. If a change affects you, we'll give you 30 days' notice, and you can cancel without penalty if you don't agree.
13. General
These terms are governed by New Zealand law. If something goes wrong, talk to us first. Most things can be sorted with a phone call.