Terms of Service

These terms govern your use of BizEdge. BizEdge is a business name of Fernando Matsuda, a sole trader (ABN 97 656 560 460), of Suite 1208/530 Little Collins Street, Melbourne VIC 3000. "We" and "us" mean Fernando Matsuda trading as BizEdge. You can reach us at hello@bizedge.com.au. By signing up or using BizEdge, you accept these terms. In these terms, "you" means the business that signs up and the person signing up for it.

1. The service

BizEdge helps Australian tradies and local-service businesses stop losing work to calls they cannot take. The plan sold on this site is Missed-Call Text-Back: we provide you with an Australian mobile number, you divert your unanswered calls to it using your carrier's standard call-diversion codes, and when a call arrives we send the caller one text message on your behalf, keep the conversation in your BizEdge inbox, and send you a text and an email for each missed call (and a short update if they reply later) with the caller's number, the words of any reply and a link to the conversation. Setting the diversion on your handset is your step; the diversion codes and the support to use them are ours.

We send texts through Twilio, our messaging provider, and Australian mobile carriers. Carriers can delay or filter texts, so we cannot promise that every text is delivered.

We aim to keep BizEdge running all the time, but it can be interrupted by maintenance, outages at our providers (Twilio, Supabase, Vercel, Stripe) or problems on the phone networks. We fix problems as quickly as we reasonably can and tell you about planned work that affects text-backs.

Not an emergency service

BizEdge is not built for urgent or emergency calls. A caller may not get a text, or may get it late, and you may not see their reply in time. If you offer emergency or after-hours work, keep your own way of taking those calls. Anyone in danger should ring Triple Zero (000).

2. Who can use BizEdge

• BizEdge is for Australian trades and local-service businesses. We may decline any business before its number is activated. After that, we may end your service for a reason not covered by sections 3, 6, 7 or 9 by giving you 30 days' written notice, and we refund what you paid for any time after it ends.
• You must be 18 or older and authorised to act for the business you sign up.
• You're responsible for keeping your login secure and for everything done through your account.
• One subscription covers one business (one ABN).

3. Verifying your business

• Before we activate a number for you, and at any time while you use BizEdge, you must give us on request: your ABN, which must be active on the Australian Business Register; the business name registered to it; your business's street address (not a PO box); and a document that proves that address, such as a utility bill, a tax notice or a rental agreement. We may also ask for photo ID for the person signing up, or other documents, if our messaging provider or Australian telecommunications rules require them.
• We check your ABN against the Australian Business Register. You authorise us to give your details and documents to Twilio so your number can be registered with your business's details.
• Your details must be true and complete. Tell us within 7 days if any of them change.
• If you cannot be verified, if you do not give us what we ask for within a reasonable time, or if we find that details you gave us are wrong, we may refuse to activate the service, pause it, or cancel it. If we cancel before your first missed call has been texted back, you are not charged.

4. Your BizEdge number

• The number is held by BizEdge (through Twilio) and issued for your business to use with BizEdge while your service is active. It is not your property and you cannot sell or transfer it.
• When your service ends, the number goes back to us. We keep it until 30 days after the last text it sent, and for at least 7 days after your service ends, whichever is later. While we keep it, a caller who replies STOP is still opted out, and anyone who rings it hears that your business is not taking calls on this number. If you sign up again while we keep it, you get the same number back. After that we release it, and it may be given to someone else. If you want to keep using it somewhere else, ask us before you cancel and we will tell you what the carrier rules allow.
• Dialling ##002# on your handset switches every divert off. If your service is paused or ends, calls you divert to your BizEdge number are not texted back, so switch your divert off. We will remind you when we pause or end a service.

5. Pricing & billing

• Missed-Call Text-Back comes in three plans, billed monthly via Stripe:
  • Text-Back 50: $39 a month plus GST ($42.90 inc. GST). 50 text-backs a month are included, and each text-back past 50 in a month costs 78c plus GST. We text and email you when you reach 40 text-backs in a month.
  • Text-Back 100: $49 a month plus GST ($53.90 inc. GST). 100 text-backs a month are included, and each text-back past 100 in a month costs 49c plus GST. We text and email you when you reach 80 text-backs in a month.
  • Text-Back 200: $69 a month plus GST ($75.90 inc. GST). 200 text-backs a month are included, and each text-back past 200 in a month costs 35c plus GST. We text and email you when you reach 160 text-backs in a month.
• You choose a plan when you sign up and can change it at any time in Settings, under Billing. A move to a bigger plan takes effect straight away, and the difference for the rest of that billing month is added to your next invoice. A move to a smaller plan takes effect from your next billing date, with no credit for the rest of the current month, and you can cancel it on the same page until then. Before your first missed call is texted back nothing has been charged, so any change takes effect straight away. Extra text-backs are charged at the rate of the plan you are on when the month is billed.
• We save your card when you sign up and charge nothing then. Billing starts on the day your first missed call is texted back, and you are charged once a month from then. If the service cannot be activated on your handset, you are not charged and we cancel the service. A test call counts: billing starts the day any diverted call, including your own test, is texted back.
• By saving your card, you authorise us to charge it your plan's monthly price plus GST (Text-Back 50 $39, Text-Back 100 $49 or Text-Back 200 $69 a month), starting when your first missed call is texted back and then once a month, plus any extra text-backs up to your monthly cap, until you cancel.
• The included text-backs are counted per calendar month, Melbourne time; one text-back is one missed call texted back. Extra text-backs are charged up to a monthly cap (before GST) you set in Settings, under Text-Back: A$50 unless you change it, anywhere from A$0 to A$500, on every plan. Once your cap is reached we stop texting your callers back for the rest of that month (you still get an alert for every missed call), so your extras never go past your cap. We text and email you again if you reach your cap. Extra text-backs for a month are added to your next monthly invoice.
• Founding pricing closed on 31 July 2026 and is no longer offered. Subscribers who hold a founding rate keep it for as long as their subscription stays active. It does not revert to the list rate.
• If you haven't sent your business details within 30 days of sign-up, we cancel the service ourselves and you are not charged.
• If no diverted call has been texted back within 30 days of your number being assigned, we email to ask whether you want to keep your number. If you choose to keep it, your number stays, billing still starts only on the day your first missed call is texted back, and we ask again after another 30 days without one. If you don't answer within 7 days, we cancel the service ourselves and you are not charged.
• Before your first missed call is texted back, you can cancel at any time and you are not charged. After that, cancel any month: your subscription stops at the end of the current billing period.
• If we end your service for any reason other than non-payment, we refund what you paid for the current billing month.
• Refunds. If our service has a major failure, you can cancel and get a refund for the unused part of the billing month, or compensation for its reduced value. For other failures we will fix the problem in a reasonable time. You can cancel any time for any reason with no fee; we do not refund the rest of a month you have started unless the law or these terms say so.
• We don't lock you into annual contracts and we don't charge setup fees.

Our 10-second guarantee

If we ever take longer than 10 seconds to text a forwarded caller, just let us know and we'll credit you that day's fee. These are the full conditions:

1. What we promise. When a forwarded call reaches your BizEdge number, we send the caller your text-back within 10 seconds.
2. What counts as a forwarded call. A call that your phone carrier diverts to your BizEdge number while your text-back is active, from a caller whose number is shown. The 10 seconds are measured from the moment the call reaches BizEdge to the moment we hand the text to our messaging carrier.
3. What is not covered. Calls that never reach your BizEdge number (for example because the divert on your phone is off, set up differently, or beaten by your voicemail); callers who withhold their number; callers who have replied STOP; numbers that cannot receive text messages; outages or delays at a phone carrier or messaging carrier that we do not control, after we have handed the text over (a problem on our side or at one of our providers is a service-wide outage, below); and text-backs we hold back because your message breaks our terms.
4. What you get. For each day on which a covered call did not get its text-back within 10 seconds, and you claim it as set out below, we credit you that day's fee: 1/30th of that month's plan fee (the plan fee only, not extra text-backs). Each day can be claimed once. If it happens again on a later day, you can claim that day too.
5. Service-wide outages. A service-wide outage is a problem on our side or at one of our providers (for example Supabase, Vercel or Twilio) that affects text-backs for many customers at the same time. We will post or email notice of it. The same per-day rule applies: each day your text-backs were affected is credited at 1/30th of that month's plan fee (the plan fee only, not extra text-backs), claimed once per day, and a part day counts as a full day. Nothing here limits your rights under the Australian Consumer Law.
6. How to claim. Email hello@bizedge.com.au within 30 days of the call with the date and time. We will check our records and reply, and if the day is covered we apply the credit. Claiming costs you nothing.
7. Limits. The per-day credit is the whole remedy under this guarantee. It does not cover any job, income or other loss from a call. Your rights under the Australian Consumer Law are not affected.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If a failure does not amount to a major failure you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

This guarantee is given by Fernando Matsuda trading as BizEdge, Suite 1208/530 Little Collins Street, Melbourne VIC 3000, 0485 046 634, hello@bizedge.com.au. To claim, email us as set out above; claiming costs you nothing. The benefits of this guarantee are in addition to your other rights and remedies under the law.

6. Acceptable use

You must use BizEdge only for your own business, only in line with these terms and the law, and only in line with Twilio's Acceptable Use Policy and Messaging Policy, which apply to you as a user of our service. You must not use BizEdge for, and your texts must not be about or promote, any of the following:

• adult, sexual or erotic services or content, escort services, or dating and companionship services;
• gambling, betting or lotteries;
• alcohol, tobacco, vaping or e-cigarette products;
• cannabis, CBD, other drugs, or drug paraphernalia;
• firearms, ammunition, explosives or other weapons;
• loans, debt collection, debt relief, credit repair, cryptocurrency, or get-rich or investment schemes;
• hate, harassment, threats or violence;
• anything false, misleading or deceptive, or that impersonates another business or person;
• anything illegal under Australian law or the law where you or the caller are.

These restrictions apply whether or not the business or activity is lawful where you operate. You also must not:

• ask callers to send photos, videos or other images;
• ask callers for passwords, payment card details, identity documents or health information;
• use BizEdge to text people who have not just called you, or who have opted out;
• add callers to a marketing list unless they have agreed to it;
• operate someone else's business without their authority;
• reverse-engineer, scrape, or resell the service.

7. Your texts are your responsibility

• Texts sent through BizEdge are sent for your business and on your authority. You are responsible for what they say, for having any consent the law requires, and for how you deal with the people who reply. We provide the technology that sends them.
• We handle the information of people who call you on your behalf, as our Privacy Policy describes, and you authorise us to do so. You are responsible for your own obligations to those people, for example under the Privacy Act and the Spam Act where they apply to you.
• You choose the wording of your text-back, within the limits in section 6. Every text must say who it is from and how to opt out, so when your wording leaves them out, we add your business name and "Reply STOP to opt out." at the end. The preview in your account shows the finished text.
• Your text-back is sent automatically, without further approval, every time a diverted call is not answered.
• We may review your text-back and other messages at any time, and we may pause or refuse any text that we reasonably think breaks these terms, the law or our messaging provider's rules. If we need to change your wording, we will tell you and show you the new wording, and you can change it again within the rules.
• Anyone who replies STOP (or a similar opt-out word) does not get another text from your BizEdge number. We honour opt-outs straight away.

8. Replies, photos and caller information

When a caller texts back, we keep the words of their reply in your BizEdge inbox and send them to your nominated email, and to your nominated mobile in the summary text for that call. We do not pass on photos, videos or other attachments. If a caller sends one, we delete it from our systems and our messaging provider's systems without viewing it, normally straight away, and tell you that one was sent. How we handle callers' information is set out in our Privacy Policy.

9. Suspension & cancellation

• We may pause your number or your account straight away, without notice, if we reasonably believe you have broken section 6 or 7; if our messaging provider, a carrier, the Australian Communications and Media Authority or another authority asks us to, or we need to in order to comply with the law; if we receive a complaint about your texts that we reasonably believe is credible, or opt-outs from your callers at a rate well above what other BizEdge customers see; or if you cannot be verified under section 3.
• We will tell you as soon as we can and explain why, unless the law or an authority stops us, and restore the service if the problem is fixed and can be fixed.
• For any other breach, we will give you written notice and 14 days to fix it before we pause or cancel.
• You may cancel any time from your account or by emailing us. After cancellation your data stays available for you to export for 12 months. We email you 30 days before we delete it, and you can ask us to delete it sooner.

10. Covering our costs if you break these terms

In short: if your own texts break the rules or the law and we are fined or charged for it, that cost is yours.

To the extent the law allows, you agree to cover us for any loss, cost, fine or penalty (including reasonable legal costs) that we incur because of: (a) the wording of texts or messages you write or approve; (b) your breach of these terms; or (c) your breach of the law, including any claim by a caller, regulator, carrier or our messaging provider arising from (a), (b) or (c), and any fine or charge a carrier or our messaging provider passes on to us because of them. It does not apply to the extent the loss was caused by our own breach, negligence or the default text we wrote for you.

11. Our responsibility to you

1. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts or changes those rights.
2. Where the law allows, our liability for failing to meet a consumer guarantee is limited, at our choice, to supplying the services again or paying the cost of having them supplied again.
3. Otherwise, to the extent the law allows: neither of us is liable to the other for lost profits, lost jobs or income, or other indirect loss; and our total liability to you for all claims in any 12 months is limited to the greater of the fees you paid us in those 12 months and A$500.
4. Text-back relies on your carrier, your divert settings, Twilio and Australian mobile networks. We are not responsible for calls that never reach your BizEdge number, or for delays or failures in those networks, except to the extent caused by our breach or negligence.
5. Paragraph (c) does not limit your obligations under section 10, or either party's liability for fraud.

12. Your data

• You own your data. We hold it on your behalf to provide the service.
• You can download a copy of your account data at any time (our Privacy Policy says how). For anything the download leaves out, such as your call log, email us and we will send you a copy.
• After you cancel we keep your data for 12 months so you can export it. We email you 30 days before we delete it, and you can ask us to delete it sooner. We keep opt-out records permanently, so an opted-out person is never texted again.
• Our database is hosted on AWS in Sydney (via Supabase). Some of the providers we use are overseas. See our Privacy Policy for details.
• We don't sell your data and we don't train third-party AI models on it without your explicit consent.

13. Changes

We may update these terms. If changes are material, we'll email you at least 14 days before they take effect, unless a change is needed sooner to comply with the law or our messaging provider's rules. Continued use after the effective date means you accept the changes. If you do not accept them, you can cancel before they take effect.

We will give you at least 30 days' notice by email of any price increase. You can cancel before it starts and you will not pay the new price.

14. Governing law

These terms are governed by the law of Victoria, Australia, and you and we submit to the courts of Victoria.

15. Complaints & contact

Complaints. Email hello@bizedge.com.au with what went wrong. We acknowledge within 2 business days and aim to resolve it within 15 business days. If we cannot agree, either of us may ask the Victorian Small Business Commission to mediate before going to court.

Questions or legal notices: hello@bizedge.com.au.

16. AI features

Edge, the assistant in your account, and our handling of email enquiries use AI (Anthropic's Claude). AI answers and drafts can be wrong or incomplete. Check anything Edge drafts before you send or rely on it. Edge does not give legal, tax or financial advice. If you turn on automatic email replies, they are written by AI and sent without your review.

17. Transfer

We may transfer these terms to a company that takes over the BizEdge business. We will email you before we do, and your rights under these terms stay the same. You may not transfer them without our written agreement.