THE SUBSCRIPTION, IN PLAIN ENGLISH.
These terms apply when a business subscribes to Instnct, the AI phone agent service supplied by AdaptiveX Pte. Ltd., a company registered in Singapore (“AdaptiveX”, “we”, “us”). “You” means the business that holds the Instnct account. Last updated 2 October 2026.
Our agreement is made up of these terms, the plan and price you choose at checkout, any offer terms you accept, and the data processing terms in section 15. If offer terms conflict with these terms, the offer terms apply to that offer.
You confirm that you are subscribing for a business and that you are authorised to accept these terms for it. Instnct is not for personal or household use.
Instnct answers and makes phone calls for your business using AI, following the information, instructions and connections you set up. It can take messages, book appointments in supported calendars, run the outbound call rounds you approve, transfer calls to your team and give you recordings, transcripts and summaries.
We keep improving Instnct and may change how features work. We won’t remove a core feature of your plan in a way that materially reduces what you pay for without at least 30 days’ notice, and you can cancel before the change applies.
Instnct can mishear, misunderstand or give a wrong answer. Review call outcomes, keep your business information and instructions up to date, and don’t rely on Instnct in emergencies or for medical, legal, financial or safety advice, or for decisions that need a person. Instnct is not an emergency service.
Give us accurate information and keep it current. Keep logins secure and tell us promptly about any unauthorised use. You are responsible for the people you give access to, and for the settings, greetings, instructions, call lists and connections in your account.
Your plan has a monthly fee and an allowance of call minutes. The plan fee is charged in advance at the start of each billing month. Extra minutes are charged in arrears on your next invoice at your plan’s rate. Prices are those shown at checkout: Singapore plans in Singapore dollars and Australian plans in Australian dollars.
Payment is taken by card through Stripe. You authorise us to charge your card each month for the plan fee and any extra minutes until your subscription ends. If a payment fails, we’ll tell you and try again. If it is still unpaid after 48 hours, we may pause calls until it is paid. Your bank may charge its own fees for international or foreign-currency payments.
AdaptiveX is a Singapore company and is not registered for GST in Singapore or Australia, so we don’t charge GST and our prices don’t include it.
If your business is in Australia, give us your ABN and tell us whether you are registered for GST. If you are registered and can’t claim a full input tax credit for Instnct, you may need to account for GST yourself under the reverse charge.
If the law later requires us to charge GST or a similar tax on your subscription, we’ll give you at least 30 days’ notice before adding it, and you can cancel before it applies.
A call’s minutes run from when it is answered until it ends, measured to the second. We add up the seconds over your billing month and round the total up to the next whole minute.
These count: answered inbound and outbound calls, calls answered by voicemail, and time on a call after it is transferred to your team while it stays connected through Instnct. These don’t: unanswered, busy or failed calls, and practice calls during setup.
Included minutes belong to their billing month. Unused minutes don’t roll over.
To avoid surprise bills, new calls pause once you have used 125% of your included minutes in a billing month. Calls already in progress finish and are counted. Calls resume at the start of your next billing month, or straight away if you move to a larger plan or turn on unlimited extra minutes.
If you turn on unlimited extra minutes in Billing, calls continue past 125% and every extra minute is charged at your plan’s rate. You can turn it off at any time, and it applies from your next call. For accounts with unlimited extra minutes, we may set a monthly safety limit on extra-minute charges. We’ll tell you the limit, email you if calls pause because of it, and raise it on reasonable request.
We email the account owner when you reach 80%, 100% and 125% of your included minutes, and as unlimited usage grows.
A promotional offer, such as the HP Garage offer, applies only as set out in its offer terms. Unless those terms say otherwise, a discount applies to the plan fee only, not to extra minutes, and when it ends your plan continues at the standard price shown at checkout.
We may change plan prices, allowances or extra-minute rates by giving you at least 30 days’ notice by email. A change applies from the start of your first billing month after the notice period. If you don’t accept it, you can cancel before it applies and you won’t pay the new price. A change won’t reduce a discount already applied to your account under an offer.
We may update these terms. For changes that materially affect you, we’ll give you at least 30 days’ notice and you can cancel before they apply. Changes needed to comply with the law, or that don’t disadvantage you, can apply sooner.
You can cancel at any time in Billing. Your plan stays active until the end of the billing month you have paid for and then ends. We won’t charge you again, except for extra minutes used before it ended. We don’t refund part months or unused minutes, except where the law requires or these terms say so.
We may suspend or end your subscription if payment is overdue after we’ve reminded you; if you seriously or repeatedly breach these terms (we’ll give you notice and a reasonable chance to fix the problem where it can be fixed); or if we must for legal or security reasons. We may also end your subscription for any reason with at least 30 days’ notice, and refund any fees you’ve paid for time after it ends.
We can provide a local phone number, subject to availability and the verification rules of the country, which may require business or identity documents. You can also forward your existing number to Instnct through your own carrier; that forwarding is your responsibility. A number we provide stays with your account while your subscription is active. After your subscription ends, we keep it for 30 days and then release it. Ask us within that time if you want to move it to another provider, where the carriers allow.
Use Instnct lawfully and only for your own business. You are responsible for the calls made and answered on your instructions.
For outbound calls, only call people you have a lawful reason to call, and respect requests not to be called again. Before marketing or promotional calls to Singapore numbers, check the Do Not Call Registry or hold the person’s clear consent. For Australian numbers, follow the Do Not Call Register rules and permitted calling hours. Don’t use purchased, scraped or randomly generated lists.
At the start of every call, Instnct tells the other person that they are speaking with an AI assistant and that the call is recorded. This can’t be switched off. Give callers any other notices the law requires. Make sure the information and instructions you give Instnct are accurate and lawful, and that you have the right to upload or connect the customer information you use.
Don’t use Instnct to provide emergency services, harass or mislead people, impersonate anyone, or collect sensitive information such as health details, government identity numbers or financial account numbers, unless we have agreed in writing.
If someone makes a claim against us because you breached this section, you’ll cover our reasonable losses from that claim, to the extent your breach caused them.
You own your business information and your customers’ information in Instnct, including recordings, transcripts and records (“Customer Data”). You permit us to use Customer Data to provide, support and secure the service for you.
Call recordings are deleted after 90 days unless you choose a period between 30 and 365 days. Other Customer Data is kept while your subscription is active. After it ends, you have 30 days to export your data, and we then delete Customer Data, except where the law requires us to keep it.
Our Privacy policy explains how we handle account, billing and website information.
When we handle Customer Data, we act on your behalf: as a data intermediary under Singapore’s Personal Data Protection Act and, where it applies, as your service provider under Australian privacy law. We will process Customer Data only to provide the service and as you instruct through your settings and these terms. We will make reasonable security arrangements to protect it, and limit access to staff who need it.
We use the service providers listed in our Privacy policy and keep that list up to date. When we add a provider that will process Customer Data, we’ll update the list and email account owners; if you object, you can cancel. We protect Customer Data that goes overseas to a standard comparable to the Personal Data Protection Act. We will notify you without undue delay after we become aware of a data breach affecting Customer Data, help you respond to access, correction and deletion requests about it, and delete it when our agreement ends, as set out in section 14.
You are responsible for having a lawful basis to collect and use your customers’ information with Instnct, including giving any notices and obtaining any consents the law requires.
Calendars, CRMs, accounting systems and carriers you connect are provided by third parties under their own terms, and any subscriptions to them are yours. We aren’t responsible for their availability or for changes they make, but we’ll help where we reasonably can. Bespoke connection work is quoted separately.
We aim to keep Instnct available at all times but can’t promise uninterrupted or error-free service. We plan maintenance for quiet hours where we can, and we’ll tell you about major incidents. For help, email [email protected].
We own Instnct, its software and its content, and you may use them during your subscription. You keep ownership of your Customer Data. If you send us feedback, we may use it to improve Instnct. Each of us will keep the other’s non-public information confidential and use it only for this agreement.
Nothing in these terms excludes or limits rights or remedies that can’t lawfully be excluded, including guarantees under the Australian Consumer Law. Where the law allows us to limit our liability for failing to meet such a guarantee, it is limited to supplying the services again or paying the cost of having them supplied again.
Neither of us is liable for indirect or consequential loss, such as lost profits, revenue or opportunities. Each party’s total liability under this agreement in any 12-month period is limited to the fees you paid in that period. These limits don’t apply to your obligation to pay fees, to a breach of confidentiality, or to liability that can’t be limited by law.
We’ll send notices to the account owner’s email address. Send notices to us at [email protected].
If a dispute arises, we’ll both try to resolve it in good faith for 30 days before starting proceedings. These terms are governed by the laws of Singapore, and the courts of Singapore can hear disputes. This doesn’t take away any rights you have under the laws of your own country that can’t be excluded.
Neither of us may transfer this agreement without the other’s consent, except that we may transfer it to a business that takes over Instnct, with notice to you. If part of these terms can’t be enforced, the rest still applies. Not enforcing a right straight away doesn’t waive it. This agreement is the whole agreement between us about Instnct.