Who these terms are between
NeoMind is operated by Neomeric Pty Ltd, an Australian company. In these terms, “we,” “us” and “Neomeric” mean Neomeric Pty Ltd. “You” and “your” mean the business that signs up for a NeoMind plan, and any staff or end-users you authorise to use it on your behalf.
By creating an account, starting a trial, or activating an agent, you agree to these terms.
Trial mechanics
Every NeoMind account starts with a free trial of your whole team — Simon, Hugo and Maeve are all active from day one. No card is needed to start, and nothing is charged during the trial. Here is exactly how it works.
7 days, whole team, no card
All three AI employees are active for 7 days from signup. On trial, Maeve takes browser test calls only — 30 minutes of test calls are included; a phone number or WhatsApp line requires a paid plan. If you don’t add a card, the trial simply ends on day 7 and your agents pause — nothing is charged.
Your full 14 days, then your plan starts
Add a card at any time during the trial, or within 7 days after it ends, and your trial runs to a full 14 days from signup. When you add the card, you explicitly pick the plan — 1, 2 or 3 seats — that will start when the trial ends.
At the end of day 14, the plan you picked starts automatically at the price disclosed when you picked it. We email you a reminder 3 days before and 1 day before the first charge (where your card was added in time for those reminders to be sent). You can cancel at any time before the charge date from your dashboard — no charge, no questions asked. If you add a card more than 14 days after signup, there is no trial left to run — the plan you pick starts straight away and is billed immediately.
Your first charge is covered by our existing 14-day money-back guarantee. Trial usage — including Maeve test minutes — never counts against that guarantee.
Your whole team stays active for the entire trial regardless of which plan you pick; the pick takes effect at your first charge. And whether or not you continue, anything we’ve already indexed for you (your sources, settings, brand) stays in your account so you can pick up where you left off.
Maeve voice calls and disclosure
How Maeve identifies herself
Maeve is an AI voice agent that answers your business phone. When a caller asks whether they are speaking with a person or an AI, Maeve always answers honestly that she is a digital assistant working on behalf of your business — she never claims to be human. For callers in jurisdictions that require automated-system disclosure up front (such as the European Union), Maeve identifies herself as an AI assistant at the start of the call.
Call recording
NeoMind does not record or store audio of Maeve’s calls. Maeve captures only the structured details needed to act on a call — for example a caller’s name and the reason for their call — so your team can follow up.
Your responsibility
Call-recording, monitoring-consent and AI-disclosure obligations vary by country and, in Australia, by state. You are responsible for determining what applies to your business and your callers and for meeting those obligations — see Your compliance responsibilities below.
How Maeve calls are billed
Maeve calls are metered in minutes. We make two transparency commitments:
- Inside a single call we round per second to whole minutes for billing — so a 1-minute-12-second call bills as 2 minutes, not 1. We don’t round up to the nearest 5 minutes or any other inflated block.
- Minutes belong to the Maeve seat, not to a channel. A seat running both a phone number and WhatsApp calling draws from one pooled monthly allowance, and each Maeve seat you hire has its own pool. On the free trial, Maeve takes browser test calls with 30 minutes included — test minutes are never billed.
Your dashboard shows actual seconds-used and minutes-billed for every call, so you can reconcile the two at any time. Included minute pools, the per-minute overage rate and the price of adding a second calling channel to a Maeve seat are listed on the pricing page.
Fair use
Beyond the allowance included with each seat, fair-use governs Simon and Hugo. That framing is honest, not euphemistic. We publish the actual thresholds, what happens at each one, and our commitment never to silently disconnect you. The full policy lives on a separate page so the numbers are easy to find later.
Read the Fair Use Policy →
Two thresholds apply per hired employee — that is, per seat, so a Simon seat and a Hugo seat carry two separate sets: a soft alert (a friendly email) and a hard threshold (our customer-success team gets in touch within one business day). The hard threshold is never an auto-cutoff. We do not throttle, deprioritise or disconnect your AI employees when you cross it — we have a conversation. Maeve runs on a metered minute pool with no fair-use cap; she is governed instead by the per-minute overage rate published on the pricing page.
Data retention
How long we keep full transcripts depends on your plan. Aggregate metadata (counts, timestamps, costs — the data the reporting dashboard runs on) is kept indefinitely so trends keep working over time, but the literal text of conversations and any escalation snapshots are deleted on the schedule below.
| Plan | Transcript retention | Aggregate metadata |
|---|---|---|
Solo1 AI employee |
30 daysrolling |
Indefinitefor reporting |
Duo2 AI employees |
90 daysrolling |
Indefinitefor reporting |
Squad3 AI employees |
180 daysrolling |
Indefinitefor reporting |
Transcripts include conversation turns and escalation snapshots. They are hard-deleted from our database after the retention window for your plan; we do not move them to cold storage. If you cancel your plan, your aggregate metadata is anonymised within 30 days unless you ask for full account deletion (see the Privacy Policy).
Service availability
NeoMind is hosted on Microsoft Azure, in the australiaeast region (Sydney). We aim for 99.5 per cent monthly uptime across the agents and the dashboard. Planned maintenance is announced in advance through the dashboard. We don’t currently publish a credit-based SLA on standard plans — if you need one, talk to us about an enterprise arrangement.
Payment and cancellation
- Plans are billed monthly or annually in advance, in Australian dollars, plus GST where applicable.
- You can cancel at any time from the dashboard. Cancellation takes effect at the end of your current billing period — we don’t pro-rate refunds, but we don’t lock you in either.
- Failed payments trigger an email and a 7-day grace window before your agents pause. Your data is preserved through the grace window.
- Maeve overage is billed in arrears at the next billing cycle, at the per-minute rate published on the pricing page.
Your compliance responsibilities
You are responsible for ensuring that your use of NeoMind complies with all laws and regulations that apply to you and to your end users. This includes, without limitation: telecommunications and call-handling rules; call-recording and monitoring-consent requirements; laws requiring you to disclose that a person is interacting with an automated or AI system; privacy and data-protection laws; and consumer-protection laws — in every jurisdiction in which you operate or in which your customers, callers or other end users are located. You are responsible for obtaining any consents and giving any notices those laws require. NeoMind provides features to help (for example, AI-identification responses and per-jurisdiction disclosure settings), but you remain solely responsible for determining your obligations and meeting them.
Changes to these terms
If we change these terms, we’ll email every existing customer at least 30 days before the change takes effect. The terms in force on the day you start your current billing term will apply for the rest of that term — we won’t change the deal under you mid-cycle. New terms apply from your next renewal.
Minor edits that don’t change your rights or obligations (typos, clarifications, broken-link fixes) may be made without notice. The version you’re reading is dated at the bottom of the page.
Liability and disclaimers
We do our best to make Simon, Hugo and Maeve accurate and reliable, but they are AI agents and they will sometimes get things wrong. You are responsible for the sources you give them, for reviewing the answers your agents give to customers and staff, and for any actions taken on the basis of those answers.
Nothing in these terms excludes any guarantee under the Australian Consumer Law that cannot lawfully be excluded. Where a guarantee can be limited, our liability is limited to the resupply of the service or the cost of having the service resupplied.
Governing law
These terms are governed by the laws of New South Wales, Australia. Disputes are dealt with in the courts of New South Wales, except where the Australian Consumer Law gives you a different choice.
Questions
If anything here is unclear, get in touch — we’d rather have the conversation upfront than after a misunderstanding.