HiAnda — AI phone receptionist · Effective 5 October 2026 · Version 1.1
The short version
- HiAnda is for businesses, not consumers. By signing up you confirm you're using it for your business.
- We give you a New Zealand phone number. Forward your calls to it and our AI answers in English or Mandarin, takes bookings and sends them to you.
- Prices are on our pricing page and exclude GST. Plans are monthly with no contract and can be cancelled any time from the dashboard; the service runs to the end of the month you've paid for.
- New customers can ask for a full refund of their first payment within 14 days (clause 5.3).
- Extra minutes are charged at your plan's per-minute rate, plus GST, on your next invoice. Going over your minutes never stops your calls being answered. Each call can last up to 7 minutes (clause 2.3).
- The founding offer (first 20 businesses): an early-bird price for the first 3 months, then the normal price, with no increase until 12 months after you start. Still monthly, no contract (Section 6).
- The AI can make mistakes. Check your bookings. It is not for emergencies. You stay responsible for your business and what you tell your customers.
- You must use it lawfully and tell your callers how you handle their details. Calls are recorded after a short notice. Don't switch it off or work around it.
- The phone number is leased to you, not owned by you. It can't be ported out and is released after you cancel.
- If something goes wrong, each side's liability is capped at what you paid us in the 12 months before.
- New Zealand law applies. We'll give you 30 days' notice of changes to these terms.
1. These terms
1.1 These terms are an agreement between you and LS Prime Group Limited, trading as HiAnda (NZ company number 9009288, NZBN 9429051749620), of 20 Sunshine Boulevard, Sunnyvale, Auckland 0612, New Zealand ("we", "us").
1.2 "You" means the business that signs up, and anyone who signs up or uses the service on its behalf. The person who signs up confirms they can bind the business.
1.3 You accept these terms when you create an account or tick the box at sign-up. Our Privacy Policy forms part of these terms.
1.4 Business use only. You confirm you're acquiring the service for the purposes of a business. Sections 16.5 and 16.6 rely on this.
2. The service
2.1 What HiAnda does today:
- gives you a New Zealand phone number;
- answers calls to those numbers with an AI receptionist, in English or Mandarin (the caller picks on the keypad);
- plays a recording notice, then records and transcribes each call;
- answers questions from the business information you give it, quotes the prices you set, and takes bookings;
- checks your availability against your Google Calendar (if you connect it) and the time blocks you set in the dashboard;
- sends you each booking by email (with a calendar file), and, if you set them up, to Google Calendar, WeChat, a Feishu/Lark or WeCom group, or your own webhook;
- shows your calls, transcripts, bookings and customers in a web dashboard, with team logins.
2.2 We don't send SMS.
2.3 Each call can last up to 7 minutes. Shortly before that limit, the AI tells the caller it will pass their details on, says goodbye and ends the call. We'll give you at least 30 days' notice before we shorten this limit.
2.4 We may improve or change the service. If we remove a major feature you rely on, we'll give you 30 days' notice and you can cancel.
3. Your account
3.1 Give us accurate details and keep them up to date.
3.2 Keep your logins secure. You're responsible for what happens under your account, including what your team members do. Tell us straight away at [email protected] if you think someone has got in.
3.3 Only the account owner can change billing, plans, phone numbers and team members.
3.4 You must be 18 or over.
4. Plans, prices and billing
4.1 Prices. Our plans and what each includes are on our pricing page at hianda.nz/pricing. Prices are in New Zealand dollars and exclude GST. GST is added to each invoice at the rate that applies at the time (currently 15%).
4.2 Monthly. Plans renew automatically each month on the date you signed up, until you cancel. There is no minimum term. The founding offer is covered in Section 6.
4.3 Payment. You pay by card through Stripe. We don't see or store your card number. You authorise us to charge your card each month for your plan.
4.4 Promotions. Any promotion (such as a discount on your first month) is as shown at sign-up. Unless we say otherwise, a promotion is one per business, applies once, and can't be exchanged for cash. If we find a promotion or referral reward has been claimed by creating duplicate accounts or similar, we can withdraw it.
4.5 Minutes. Your plan includes a set number of call minutes each month. If you go over, we keep answering your calls: running out of minutes never stops a call. (Each call still has the maximum length in clause 2.3.) Extra minutes are charged at your plan's per-minute rate shown on our pricing page, plus GST, on your next invoice. We email the account owner when you've used 80% and when you've used 100% of your included minutes. Unused minutes don't roll over. If you regularly use far more than your plan includes, see clause 7.3.
4.6 Changing plans. You can change plans in the dashboard. The change takes effect straight away, and Stripe adjusts the charge for the rest of the month (a pro-rated charge or credit).
4.7 Tax invoices. We email you a GST tax invoice for each payment. Invoices are also available in your dashboard.
4.8 Failed payments. If a payment fails, Stripe will retry it. While it's unpaid we may suspend the service (Section 10). You must still pay amounts that are due.
4.9 Price changes. We'll give you at least 30 days' email notice before your price goes up. If you don't want the new price, cancel before it starts.
5. Cancelling
5.1 You can cancel any time from the dashboard, or by emailing [email protected]. There's no cancellation fee.
5.2 Cancellation takes effect at the end of the month you've already paid for. The service keeps working until then.
5.3 14-day refund. If you're a new customer and you're not happy, email [email protected] within 14 days of your first payment and we'll refund that payment in full, and the service stops. This applies once per business and only to your first payment.
5.4 Apart from clause 5.3, we don't refund part-months, unused minutes or promotions, except where the law requires.
5.5 Before your plan ends, turn off call forwarding on your own phone so your calls come back to you. See Section 9.
5.6 What happens to your data after you cancel is in Section 11.
6. Founding offer
6.1 What it is. The founding offer is open to the first 20 businesses, once per business (clause 4.4). It's an ordinary monthly plan with no minimum term, plus the two benefits below.
6.2 Early-bird price. Your first 3 monthly payments are at the early-bird price shown on our pricing page when you sign up, plus GST. You get your plan's full minutes and features. Extra minutes are charged at your plan's normal rate (clause 4.5).
6.3 Price locked. From your 4th monthly payment you pay your plan's normal price as shown on our pricing page on the day you started. We won't increase that price before the first anniversary of the day you started. Clause 4.9 doesn't apply to you until then.
6.4 Changing plans. If you change plans during the first 3 months, the early-bird discount you started with carries on for the rest of those 3 months. If you change plans, the lock in clause 6.3 applies to your new plan's normal price as shown on our pricing page on the day you started.
6.5 Leaving. You can cancel any time, with no fee. Section 5 applies, including the 14-day refund in clause 5.3.
7. Fair use
7.1 Use the service for normal inbound calls to your business.
7.2 Don't:
- use it for unlawful purposes, scams or misleading conduct;
- make or arrange artificial calls to your number (auto-diallers, test loops, bots) beyond reasonable testing;
- use it for telemarketing, spam, or harassing anyone;
- try to copy, reverse-engineer or extract our prompts, models or software;
- resell the service or let another business use your account without our written OK;
- overload or interfere with the service or other customers.
7.3 If your use is far outside normal for your plan (for example, very high call volumes or many long calls), we'll talk to you first. We may ask you to move to a plan that fits, or limit the service until it's sorted.
8. Your responsibilities
8.1 Lawful use. You'll use the service in line with New Zealand law, including the Privacy Act 2020, the Fair Trading Act 1986 and the Unsolicited Electronic Messages Act 2007.
8.2 Your callers' information. For calls to your numbers, you are the agency responsible for your callers' personal information under the Privacy Act. We hold and process it for you (see Section 11). You'll:
- tell your callers, for example in your own privacy policy, that calls are answered by an AI service, recorded and transcribed, and how you use their details;
- tell callers' contacts and people in any customer list you import, where the law requires it (IPP 3 and IPP 3A);
- deal with your callers' requests to see or correct their information. We'll help you.
8.3 The recording notice. Every call starts with a short recording notice. Don't ask us to remove it, and don't set up the AI to contradict it.
8.4 Your business information. The AI tells callers what you tell it: services, prices, hours, areas, policies. Keep it accurate and up to date. If your information is wrong, the AI will pass on wrong information, and that's your responsibility.
8.5 Check bookings. Review the bookings and messages the AI sends you, and confirm details with your customers before relying on them.
8.6 Where you send data. If you turn on integrations (email recipients, Google Calendar, WeChat, Feishu/Lark, WeCom, webhooks), you choose where your callers' details go. Make sure those destinations are secure and lawful for you to use.
8.7 Your phone setup. Setting up and removing call forwarding is up to you and your phone provider. Your provider may charge for forwarding.
9. Phone numbers
9.1 The numbers we give you are leased to you while your subscription is active. We hold them through our telephony provider (Twilio). You don't own them and can't port them to another provider.
9.2 We recommend you keep your existing business number and forward calls to the number we give you. That way you never lose your own number.
9.3 If you advertise our number as your main number, you accept the risk that you lose it when your subscription ends.
9.4 After your subscription ends, the number stops answering and may be released. It may later be given to someone else.
9.5 We may need to change a number for regulatory or provider reasons. If so, we'll give you as much notice as we reasonably can.
10. Suspension and termination
10.1 We may suspend the service, or part of it, if:
- a payment is overdue;
- you breach Section 7 or 8, or we reasonably suspect you have;
- it's needed to protect the service, other customers, callers or us from harm, fraud or a security risk;
- the law, a regulator or our telephony provider requires it.
10.2 We'll tell you first where we reasonably can, and restore the service once the issue is fixed.
10.3 We may end your account by email notice if you materially breach these terms and don't fix it within 10 working days, or straight away for serious or repeated breaches of Section 7.
10.4 We may stop offering the service with 60 days' notice. If we do, we'll refund any fees you've paid for the period after it stops.
10.5 Clauses that by their nature should survive (fees owed, liability, data, governing law) survive termination.
11. Data
11.1 Your data is yours. You own the business information, call records and customer details in your account. You give us the right to use them to provide and support the service.
11.2 We act for you. For your callers' information, we act as your agent under section 11 of the Privacy Act. We will:
- use it only to provide and support the service for you, or as the law requires;
- keep it secure and limit staff access to what's needed;
- use the service providers listed in our Privacy Policy, some of which are outside New Zealand, including in the USA where our servers are. You agree to this;
- tell you without undue delay if we have a privacy breach affecting your callers;
- help you respond to callers' access and correction requests.
11.3 Retention. We delete call recordings and transcripts 90 days after each call. Other data is kept as our Privacy Policy says.
11.4 Our demo line. Calls to our own number aren't covered by this Section; they're ours.
11.5 After you leave. Ask us within 30 days of your subscription ending and we'll export your bookings, customers and call history (calls from the last 90 days) as a file. You can ask us at any time to delete your account data, and we'll do it within 30 days, except what we must keep by law (such as tax records).
11.6 Usage statistics. We may use counts and statistics that don't identify you or any caller (for example, total minutes or average call length) to run and improve the service.
12. AI limitations
12.1 The AI is software, not a person. It may mishear callers, misunderstand them, give wrong information, quote the wrong price, book the wrong time, or fail to take a booking.
12.2 Not for emergencies. The service is not an emergency service and must not be relied on for urgent or safety-critical calls. If your business gets urgent calls (for example, gas leaks or flooding), make sure callers have another way to reach a person, and that your greeting doesn't suggest otherwise. Callers in danger should ring 111.
12.3 The AI doesn't give professional advice (legal, medical, financial or safety advice), and you mustn't set it up to.
12.4 You remain responsible for your business: your prices, your quotes, your bookings and what you do for your customers. A quote or booking made by the AI is made on your behalf, on the information you gave it.
12.5 The service depends on outside providers (including telephony, speech and AI providers). Their outages or changes can affect it. We don't promise the service will be uninterrupted or error-free.
13. Intellectual property
13.1 We own the HiAnda software, prompts, voices, scripts and website. You get a right to use the service while you're subscribed. Nothing in these terms transfers our intellectual property to you.
13.2 If you send us ideas or feedback, we can use them freely.
14. Third-party services
Some features rely on other services (Stripe, Google, Tencent/WeChat, Feishu/Lark and others). Their own terms apply to your use of them. We're not responsible for their services, but we'll do our part to make our connection to them work.
15. Confidentiality
Each of us will keep the other's non-public business information confidential and use it only for this agreement, unless the law requires otherwise.
16. Liability
16.1 Indirect loss. To the extent the law allows, neither of us is liable to the other for lost profits, revenue, business or opportunity, or for indirect or consequential loss.
16.2 AI errors and things you control. Because of the limits described in Section 12, we're not liable for loss caused by the AI mishearing or misunderstanding a caller, or by a missed or wrong booking or quote, unless the loss was caused by our failure to provide the service with reasonable care and skill. We're also not liable for loss caused by wrong or out-of-date information you gave the AI, or by your phone provider, call forwarding, or integrations you chose.
16.3 Cap. Each party's total liability to the other for all claims connected with the service or these terms is limited to the fees you paid us in the 12 months before the event that caused the claim. This cap doesn't reduce your obligation to pay fees that are due.
16.4 The cap and exclusions don't apply to liability that can't legally be limited, or to loss caused by our fraud or wilful misconduct.
16.5 Consumer Guarantees Act. You're acquiring the service for business purposes. To the extent permitted by section 43 of the Consumer Guarantees Act 1993, that Act doesn't apply. We both agree this is fair and reasonable.
16.6 Fair Trading Act. To the extent permitted by section 5D of the Fair Trading Act 1986, sections 9, 12A, 13 and 14(1) of that Act don't apply to conduct, representations or supply under these terms. We both agree this is fair and reasonable, and that we're each in trade.
16.7 You cover us. You'll compensate us for reasonable losses and costs (including reasonable legal fees) from a third-party claim against us, to the extent the claim is caused by wrong business information you gave the AI, or by your breach of the law (including privacy law) or of these terms. This doesn't apply to the extent the claim was caused by us.
16.8 We cover you. We'll compensate you for reasonable losses and costs (including reasonable legal fees) from a third-party claim against you, to the extent the claim is caused by our breach of Section 11 (Data), or by a claim that the service infringes someone else's intellectual property.
16.9 Each of us will tell the other promptly about a claim under 16.7 or 16.8, and take reasonable steps to reduce the loss.
17. Changes to these terms
17.1 We can update these terms. We'll email the account owner at least 30 days before a change takes effect, and post the new version on hianda.nz.
17.2 If you don't agree, you can cancel before the change starts and you won't be charged the new terms. If you keep using the service after that date, the new terms apply.
17.3 We can make changes sooner if the law requires it, or if the change is only good for you (for example, a price cut or new feature).
18. General
18.1 Governing law. New Zealand law governs these terms. The New Zealand courts have exclusive jurisdiction.
18.2 Disputes. Before going to court, tell us about the problem in writing. We'll both try in good faith to sort it out within 20 working days.
18.3 Things outside our control. We're not liable for delays or failures caused by events beyond our reasonable control, including failures of telephony, internet, cloud or AI providers, power cuts and natural disasters.
18.4 Assignment. You can't transfer this agreement without our written OK. We may transfer it to a buyer of our business, with notice to you.
18.5 Notices. We'll send notices to the account owner's email. Send yours to [email protected]. Email notices count as written notice.
18.6 Whole agreement. These terms, the pricing page and our Privacy Policy are the whole agreement between us about the service.
18.7 Severability and waiver. If part of these terms can't be enforced, the rest still applies. If we don't enforce something straight away, we can still enforce it later.
18.8 Brand changes. LS Prime Group Limited trades as HiAnda. We may change the name the service trades under. That doesn't change this agreement or who you contract with.
19. Contact
LS Prime Group Limited, trading as HiAnda
20 Sunshine Boulevard, Sunnyvale, Auckland 0612, New Zealand
[email protected]