hello

Terms of service

Last updated: 20 October 2026 (extra calls added)

Hello by Leadica ("Hello") is provided by Leadica Limited, Level 1, 285 Parnell Road, Parnell, Auckland 1052, New Zealand ("Leadica", "we", "us"). These terms apply to anyone who signs up for or uses Hello ("you"). They sit alongside Leadica's Trading Terms at leadica.io/trading-terms. If the two conflict, these Hello terms apply to Hello.

1. What Hello is

Hello is an AI front desk. It answers your business's phone calls and web chats, answers questions from knowledge you approve, books appointments, takes messages and puts callers through to your team. It includes the Hello app (hello.leadica.io), your support page, call tagging and monthly reviews.

2. Plans and pricing

  • Hello Solo: NZ$149 + GST per month, for up to about 150 conversations (calls, chats or emails) a month. No setup fee and no minimum term.
  • Hello Team: NZ$299 + GST per month, for up to about 900 conversations (calls, chats or emails) a month. No setup fee and no minimum term.
  • Hello Scale: for more than about 900 conversations a month. Priced by quote.
  • Leadica HQ add-on: NZ$250 + GST per month on top of your Hello plan, plus a one-off NZ$750 + GST setup fee. 3-month minimum term.
  • Prices exclude GST. Fees are charged monthly in advance to the card you give us at sign-up. Scale plans may be invoiced.
  • We'll give you at least 30 days' notice of any price change.

3. Calls included and extra calls

  • Each plan includes the calls above each billing month. Calls means phone calls and talk-in-browser calls answered by Hello. Web chats and emails are included at no extra cost within fair use.
  • We email you when you reach 80% of your plan's calls, and again at 100%.
  • Hello keeps answering when you go over. Calls over your plan's amount are NZ$0.47 + GST each and are added to your next invoice. We never charge for extra calls before we've told you that you've reached 100%.
  • Extra calls aren't charged during your free trial.
  • If you regularly go over, we'll suggest the plan that suits you better.
  • You must not use Hello for bulk or automated calling, spam, or anything unlawful.

4. Cancelling

  • New Hello Solo and Team plans start with a 7-day free trial. Your card is taken at sign-up and first charged when the trial ends. Cancel in the app before then and you won't be charged. Any Leadica HQ setup fee is charged at sign-up.
  • After the trial, you can cancel at any time in the app (Settings, Billing) with one full billing cycle's notice (at least 30 days). The app shows your end date before you confirm, and you can undo it until then.
  • The Leadica HQ add-on can be cancelled after its 3-month minimum term on the same notice. If you end it during the minimum term, the remaining minimum-term fees become payable.
  • Setup fees aren't refundable once setup has started.

5. Your responsibilities

  • Give us accurate information about your business and keep your knowledge, team and phone tree up to date.
  • Review and approve how your agent answers before go-live, and check your calls and monthly reviews.
  • Use Hello lawfully, including privacy, marketing and recording laws. You're responsible for the information you load into Hello and for having the right to use it.
  • Hello always tells callers it is an AI assistant. Don't ask us to change that.
  • Hello is not an emergency service. Don't rely on it for urgent safety, medical or emergency situations.
  • Don't ask Hello to collect payment card details, passwords or sensitive health information.
  • Owners are responsible for the people they invite to their Hello account.

6. AI and phone services

Hello uses AI. AI can misunderstand people or give incomplete answers. We design Hello to answer only from knowledge you approve and to hand over to a person when it should, but we can't guarantee every answer, booking or transfer. Calls, transfers, texts and emails depend on phone networks and third-party providers. If a transferred call isn't answered, the caller may reach your voicemail. We're responsible for errors, missed calls or failed automations only where they're caused by our negligence or wilful misconduct.

7. Phone numbers

  • The local number we give you at sign-up belongs to Leadica. You can use it while your Hello subscription is active. When your account ends, it stays with us and may later be reassigned.
  • If you port your own number to Hello, it stays yours. When your account ends, we'll help you move it to another provider.
  • Ported numbers are registered with our phone carrier in your business's legal name, so the details you give us must be accurate.

8. Third-party services

Hello runs on trusted providers, including Leadica HQ (our CRM and phone platform) for calls, chat and CRM, voice and AI providers, Supabase for data storage, Vercel for hosting and Resend for email. We're not liable for their outages or changes, but we'll work to restore service quickly.

9. Your data

You own your data, including your calls, transcripts, contacts and content. We use it only to provide and improve Hello for you, to produce your reviews and to support you. We don't sell it. Our Privacy Policy at hello.leadica.io/privacy explains how we handle personal information. When your account ends, you can ask for an export within 30 days. We delete your data within 90 days of the account ending, unless the law requires us to keep it.

10. Intellectual property

Leadica owns the Hello platform, including its software, prompts, workflows and templates. You keep ownership of your brand, content and data, and you give us a licence to use them to provide Hello. Your access to the platform ends when your subscription ends.

11. Support and availability

We provide support by email during New Zealand business hours. We aim to keep Hello available at all times but can't guarantee uninterrupted service. We may carry out maintenance, ideally outside business hours.

12. Suspension and termination

We may suspend or end your account immediately for material breach, unlawful use, or fees unpaid 14 days after they're due. We may end Hello for any other reason with 30 days' written notice.

13. Liability

You're acquiring Hello for business purposes, so the Consumer Guarantees Act 1993 doesn't apply. To the extent the law allows, we're not liable for indirect or consequential loss, including lost profits or lost business. Our total liability is limited to the fees you paid for Hello in the 6 months before the event giving rise to the claim.

14. Changes to these terms

We may update these terms. We'll give you at least 30 days' notice of material changes by email or in the app.

15. Governing law

These terms are governed by New Zealand law, and the New Zealand courts have exclusive jurisdiction.

Contact

Leadica Limited, Level 1, 285 Parnell Road, Parnell, Auckland 1052. hello@leadica.io