VAIA - Terms of Service

Voyager AI Agent (VAIA) Terms of Service

Last updated: July 8, 2026

Introduction

Welcome to VAIA.

VAIA is a product and service operated by Voyager Internet Ltd, referred to in these Terms as “Voyager”, “we”, “our”, or “us”.

These Terms of Service apply to your access to and use of the VAIA Portal located at https://my.vaia.nz and any related services, applications, integrations, AI Voice Agents, AI Messaging Services, features, functionality, workflows, automations, reporting tools, support services and platform services provided through VAIA, together referred to as the “Services”.

For the purposes of these Terms:

“VAIA” means the software platform, services, applications, integrations, AI agents, automation tools and functionality provided under the VAIA brand.
“Voyager” means Voyager Internet Ltd, the owner and operator of VAIA.
“Customer”, “you”, or “your” means the person, business, company, organisation or other entity accessing or using the Services.
“Customer Content” means any information, data, content, prompts, scripts, knowledge bases, call flows, workflows, instructions, customer records, configuration settings, business information, files, messages, recordings, transcripts or other material supplied by you, uploaded by you, connected by you, generated through your use of the Services, or made available to the Services through your systems or integrations.

By accessing or using the Services, you agree to be bound by these Terms.

If you do not agree to these Terms, you must not access or use the Services.

1. Application of Terms

Your use of the Services is subject to:

Voyager’s Standard Business Terms and Conditions
Voyager’s Fair Use Policy
Voyager’s Acceptable Use Policy
The VAIA Privacy Policy
The VAIA Security Policy
These VAIA Terms of Service

These Terms supplement the agreements and policies listed above.

If there is any inconsistency between these Terms and Voyager’s Standard Business Terms and Conditions, these Terms will prevail to the extent of that inconsistency in relation to VAIA.

If there is any inconsistency between these Terms and a written agreement signed by Voyager and the Customer for the same Services, the signed written agreement will prevail to the extent of that inconsistency.

2. Business Use

VAIA is provided for business and organisational use.

You confirm that you are acquiring and using the Services for business purposes.

To the maximum extent permitted by law, the parties agree that the Consumer Guarantees Act 1993 does not apply to the supply of the Services where the Services are acquired for business purposes.

Nothing in these Terms limits or excludes any rights, remedies, guarantees, warranties or liabilities that cannot lawfully be limited or excluded under New Zealand law.

3. Service Description

The VAIA Platform provides AI powered business automation, communications, customer engagement, scheduling, workflow management, reporting, analytics, voice agent, messaging and integration functionality.

The Services may include:

AI Voice Agents
AI Messaging Services
AI powered scheduling and booking services
Customer interaction and automation workflows
Call handling and call transfer functionality
SMS, email and message automation
Reporting and analytics
Business system integrations
Calendar and scheduling integrations
Communications platform integrations
Customer relationship management integrations
Booking and reservation system integrations
Third party platform integrations
Future AI powered products and services introduced by Voyager

The functionality available to you may depend on:

Your subscribed service plan
Enabled features and add ons
Platform version
Configuration settings
Available integrations
Usage limits
Third party systems
Technical dependencies

Voyager may modify, enhance, replace, suspend, remove or discontinue features or functionality as the Services evolve. Where a change materially affects your use of the Services, Voyager will provide reasonable notice where practical.

4. AI Voice Agents

The AI Voice Agents Service provides AI powered voice agents that can handle inbound calls and perform configured actions.

Depending on your plan, configuration and enabled features, AI Voice Agents may be able to:

Answer inbound calls
Capture caller information
Respond using configured scripts, prompts, knowledge bases or connected systems
Provide general information about your business
Send follow up communications, including SMS or email
Transfer calls
Book appointments
Update records
Trigger actions and workflows
Create summaries or transcripts
Integrate with approved third party systems

The functionality of AI Voice Agents depends on:

Agent type and version
Enabled add ons
Configured workflows
Connected systems
Customer Content
Available platform capabilities
Telecommunications services
AI provider availability
Third party platform availability

AI Voice Agents are not a replacement for human judgement, professional advice, emergency services, or legally required human review.

5. AI Messaging Services

The AI Messaging Services may enable automated or AI assisted communications through supported channels, including SMS, email, chat, web forms, messaging tools, workflow alerts and other communication methods.

The Customer is responsible for ensuring that all messages sent or triggered through the Services are lawful, accurate, appropriate and properly authorised.

Where communications are commercial electronic messages, the Customer is responsible for ensuring compliance with the Unsolicited Electronic Messages Act 2007, including any consent, sender identification and unsubscribe requirements that apply.

The Customer must not use the Services to send spam, unlawful marketing, fraudulent communications, misleading messages, harmful content or communications that breach any applicable law, industry code, third party platform rule or Voyager policy.

6. Customer Accounts and Authority

You are responsible for:

Maintaining the confidentiality of account credentials
Restricting access to your account
Ensuring that user access is appropriate
Ensuring that information provided to Voyager is accurate and current
All activity occurring under your account
Ensuring that users are authorised to access and use the Services on your behalf

You must notify Voyager promptly if you become aware of unauthorised access, suspected compromise, misuse, security concerns or any other issue that may affect the Services.

Voyager may rely on instructions, approvals, changes, configurations and requests made through your account or by your authorised representatives.

7. Customer Content, Knowledge Bases and Instructions

You are responsible for all Customer Content.

You must ensure that Customer Content is accurate, lawful, current, complete and appropriate for use with the Services.

This includes responsibility for:

Scripts
Prompts
Knowledge bases
Business rules
Call flows
Workflows
Booking rules
Message templates
Contact information
Customer records
Product and service information
Pricing information
Opening hours
Staff availability
Escalation paths
Connected system data
Instructions provided to AI agents

VAIA’s outputs and actions may depend on the Customer Content and configuration supplied by you.

Voyager is not responsible for errors, omissions, inaccuracies, unsuitable responses, failed actions, incorrect bookings, missed opportunities, customer complaints or other issues caused by incorrect, incomplete, outdated or unsuitable Customer Content.

You retain ownership of Customer Content.

You grant Voyager a limited licence to access, use, process, store, transmit, display, copy and disclose Customer Content as reasonably required to provide, maintain, secure, support, develop and improve the Services.

8. AI Outputs and Human Review

The Services use artificial intelligence technologies and automation.

You acknowledge that AI generated outputs may be inaccurate, incomplete, delayed, unsuitable, unexpected or inappropriate.

The Services may not correctly interpret every caller, customer, message, accent, phrase, instruction, context, background noise, business rule, system setting or customer scenario.

You are responsible for reviewing and supervising the use of AI generated outputs, automated workflows, call handling, customer communications and system actions.

You must not rely on AI generated outputs as the sole basis for decisions where human review, professional judgement, regulatory compliance or legal responsibility is required.

AI generated content does not constitute legal, financial, medical, employment, tax, accounting, compliance or other professional advice.

Voyager does not guarantee any specific business outcome, including increased sales, lead generation, conversion rates, bookings, revenue, customer satisfaction, response time improvement, productivity improvement or cost reduction.

9. Call Recording, Transcripts and Caller Notices

Where the Services include call recording, transcription, call summaries, sentiment analysis, quality analysis or related functionality, you are responsible for ensuring that all required notices, consents and permissions are obtained.

You are responsible for determining whether callers, staff, contractors, customers or other individuals must be informed that calls may be answered by an AI Voice Agent, recorded, transcribed, monitored, summarised, analysed or used for operational, training, quality, support, security or compliance purposes.

You must ensure that your use of call recordings, transcripts, summaries and related information complies with applicable privacy, employment, telecommunications, consumer protection and other laws.

You are responsible for determining appropriate retention periods for call recordings, transcripts and related records, subject to the functionality available within the Services and any applicable agreement with Voyager.

You must not use call recordings, transcripts or caller information for unlawful, misleading, discriminatory, harmful or unauthorised purposes.

10. Privacy, Data and Security

Your use of the Services is also governed by the VAIA Privacy Policy.

The collection, access, use, storage, processing and disclosure of personal information in connection with the Services is described in the VAIA Privacy Policy.

Voyager will use reasonable administrative, technical and organisational safeguards designed to protect Customer information, as further described in the VAIA Security Policy.

You are responsible for ensuring that you have the right to provide information to Voyager and to connect third party platforms, systems and data sources to the Services.

You must ensure that any personal information provided to, accessed by, or processed through the Services has been collected and used lawfully.

You must not provide sensitive, restricted, regulated or high risk information to the Services unless you have confirmed that the Services are suitable for that information and that all legal requirements have been met.

You are responsible for your own privacy notices, customer disclosures, staff notices and internal privacy compliance.

11. Third Party Integrations

The Services may integrate with third party platforms and services, including:

Calendar and scheduling platforms
Customer relationship management systems
Booking and reservation systems
Communications and messaging platforms
Artificial intelligence and automation services
Telecommunications platforms
Productivity and collaboration tools
Accounting and business applications
Payment platforms
Other approved third party services

By connecting a third party platform or service to VAIA, you authorise Voyager to access, use, process, transmit and store information from that service as reasonably required to provide the requested functionality.

You acknowledge that:

Third party services are subject to their own terms, conditions, policies, permissions and privacy practices
Voyager does not control third party systems or services
Changes made by third party providers may affect the availability, performance or functionality of integrations
Revoking access to a connected service may disable related functionality within VAIA
You are responsible for maintaining any required third party accounts, subscriptions, licences, permissions, settings and credentials
Third party service outages, API changes, permission changes or policy changes may affect the Services

Voyager is not responsible for the availability, performance, security, functionality, data handling, pricing, actions, omissions or failures of third party providers.

12. Third Party API and Platform Compliance

The VAIA Platform may connect to and exchange information with third party platforms and services in order to provide Customer requested functionality.

Voyager only accesses, processes, stores and shares third party service data as reasonably required to provide the Services, maintain platform security, support integrations, troubleshoot issues and deliver Customer requested functionality.

Where VAIA integrates with Google services, Voyager’s use and transfer of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

Where VAIA integrates with other third party platforms, Voyager will comply with the applicable terms, conditions, privacy requirements and data handling obligations of those providers where those obligations apply to Voyager.

You are responsible for ensuring that your use of third party integrations through VAIA complies with the terms, permissions and requirements of those third party platforms.

13. Commercial Terms

Certain Services are charged as recurring subscriptions.

This may include:

AI Voice Agents
AI Messaging Services
Platform subscriptions
Add on services
Support services
Implementation services
Professional services
Custom configuration

Additional functionality may be provided through optional chargeable add ons.

Examples may include:

SMS messaging
Call transfer functionality
Appointment booking
Third party integrations
Additional AI capabilities
Additional call capacity
Additional users
Additional reporting
Custom workflow configuration

The Services may include usage based charging, including charges for:

Call minutes
SMS messages
AI processing usage
Third party service consumption
Data usage
Call transfers
Bookings
Messages
Other metered platform services

Charges may be applied through:

Included service plans
Usage bundles
AI Talk Plans
Pay As You Go pricing
Add on pricing
Overage charges

Unless stated otherwise, prices are exclusive of GST.

You are responsible for reviewing your plan, pricing, allowances, inclusions, exclusions and overage charges before using the Services.

Voyager may invoice charges in accordance with the applicable plan, order, service agreement or Voyager’s Standard Business Terms and Conditions.

Failure to pay amounts owing may result in suspension or termination of the Services.

14. Usage and Fair Use

Your use of the Services is subject to Voyager’s Fair Use Policy.

Voyager may monitor usage to support platform stability, security, performance, capacity planning, fair access and billing.

Where usage is excessive, unusual, harmful, unlawful, inconsistent with normal operating patterns, outside plan allowances or likely to affect other customers or the platform, Voyager may:

Apply additional charges
Restrict specific functionality
Require migration to an alternative pricing plan
Apply usage limits
Suspend access where necessary
Take steps to protect the platform, customers, users or third parties

Voyager will act reasonably where practical, but may take urgent action without prior notice where required to protect the Services, systems, customers, users or third parties.

15. Customer Responsibilities

You are responsible for:

Using the Services lawfully
Maintaining accurate Customer Content
Maintaining accurate knowledge bases and configurations
Reviewing AI generated outputs where appropriate
Providing caller notices where required
Obtaining consents and permissions where required
Maintaining third party accounts, licences and credentials
Managing user access and permissions
Monitoring use of the Services by your staff, contractors and representatives
Ensuring compliance with applicable privacy, telecommunications, consumer protection, electronic messaging, employment and other laws
Ensuring that your use of the Services is appropriate for your business
All use of the Services through your account, whether authorised or unauthorised, except where the unauthorised use is caused solely by Voyager’s breach of these Terms

You must not use the Services in a way that creates unreasonable risk for Voyager, customers, callers, users, third parties, systems or the platform.

16. Acceptable Use

You must not use the Services to:

Breach any law, regulation, code, policy or third party right
Mislead, deceive, impersonate or defraud any person
Send spam or unlawful marketing communications
Harass, threaten, abuse, exploit or discriminate against any person
Collect, use or disclose personal information unlawfully
Upload malicious software or harmful content
Interfere with the security, integrity, performance or operation of the Services
Attempt unauthorised access to any system, account, network or data
Reverse engineer, copy, resell, sublicence or exploit the Services
Infringe intellectual property rights
Use the Services for emergency, life critical or high risk purposes
Generate or distribute unlawful, harmful, abusive, misleading or fraudulent content
Circumvent usage limits, security controls or access controls

Voyager may suspend or terminate access where it reasonably considers that you have breached these Terms, created risk, misused the Services or caused harm to Voyager, customers, users, callers, third parties, systems or the platform.

17. Service Availability and Dependencies

The Services depend on:

Internet connectivity
Telecommunications networks
Cloud infrastructure
Artificial intelligence providers
Third party platforms
APIs
Data sources
Customer systems
Device and browser compatibility
Power and network availability

You acknowledge that:

Service interruptions may occur
Scheduled maintenance may affect availability
Emergency maintenance may be required
Third party outages may impact functionality
AI provider outages may affect outputs or response times
Telecommunications issues may affect call handling, call quality or call transfers
Messaging delivery may be delayed, blocked or unsuccessful
Integrations may fail or become unavailable

The Services are not designed for emergency calls, urgent safety communications, medical emergencies, life critical services or situations where failure of the Services may result in harm, injury, loss of life or serious damage.

The Services are provided on an “as available” and “as is” basis to the maximum extent permitted by law.

Voyager does not guarantee uninterrupted, error free, secure, continuous or fully accurate operation of the Services.

18. AI Portal Access

Access to the VAIA Portal is provided as part of the Services.

Voyager may:

Define user roles and permissions
Enable or disable functionality
Restrict access to specific features
Modify portal capabilities as the platform evolves
Apply security controls
Require authentication or verification
Limit access where required for security, compliance, billing or operational reasons

You are responsible for ensuring that all users accessing the VAIA Portal are authorised and appropriately trained.

19. Provisioning, Support and Service Changes

Provisioning, support and service changes are managed by Voyager.

Moves, Adds and Changes may be chargeable.

Additional professional services, implementation work, training, onboarding, configuration changes, customisation, integration work, workflow design, reporting, testing or consulting may incur separate charges.

Support availability, response times and service levels may depend on your plan, agreement or support arrangement.

Voyager may require information, access, decisions or approvals from you in order to provision, support, modify or troubleshoot the Services.

Delays in receiving required information, access or approvals may affect delivery, support or resolution timeframes.

20. Service Evolution

The Services will continue to evolve over time.

Voyager may:

Introduce new features
Modify functionality
Introduce new integrations
Update pricing models
Change plan structures
Deprecate legacy functionality
Require migration to newer platform versions
Change technical requirements
Update security controls
Change supported third party platforms

Where a change materially affects your use of the Services, Voyager will provide reasonable notice where practical.

Voyager is not required to continue providing any feature, integration, workflow, plan or version indefinitely.

21. Intellectual Property

All rights, title and interest in the Services, platform, software, technology, documentation, design, branding, templates, workflows, know how, models, processes, analytics structures, user interfaces and related materials remain the property of Voyager, its licensors or technology partners.

No ownership rights are transferred to you through your access to or use of the Services.

You retain ownership of Customer Content.

You must not copy, modify, adapt, reverse engineer, decompile, resell, sublicence, distribute, exploit or create derivative works from the Services except where expressly permitted by Voyager in writing.

You must not remove, obscure or alter any branding, copyright notice, proprietary notice or other rights notice associated with the Services.

22. Feedback

If you provide Voyager with feedback, ideas, suggestions, requests, improvements or recommendations relating to VAIA, Voyager may use that feedback without restriction or obligation to you.

This does not give Voyager ownership of your Customer Content.

23. Confidentiality

Each party may receive confidential information from the other party in connection with the Services.

Each party must protect the other party’s confidential information using reasonable care and must not use or disclose it except as required to perform its obligations, exercise its rights, comply with law, support the Services, or as otherwise permitted under these Terms.

Confidential information does not include information that:

Is publicly available through no breach of these Terms
Was already known without restriction
Was independently developed without using the other party’s confidential information
Was lawfully received from a third party without restriction

Voyager may disclose confidential information to its employees, contractors, advisers, service providers, technology partners and third party providers where reasonably required to provide, maintain, secure, support or improve the Services, provided appropriate confidentiality protections apply.

24. Privacy Policy

Your use of the Services is governed by the VAIA Privacy Policy located at:

https://my.vaia.nz/privacy-policy

By using the Services, you acknowledge that Voyager may collect, access, use, store, process and disclose information as described in the VAIA Privacy Policy.

You are responsible for ensuring that your own privacy policy, privacy notices and customer disclosures accurately describe your use of VAIA where required.

25. Security Policy

Voyager’s approach to security for VAIA is described in the VAIA Security Policy.

Voyager uses reasonable security controls designed to protect the confidentiality, integrity and availability of the Services.

You acknowledge that no system, platform, network or service can be guaranteed to be completely secure.

You are responsible for maintaining appropriate security controls in your own systems, devices, user accounts, third party platforms and business processes.

26. Suspension and Termination

Voyager may suspend or terminate the Services, or restrict access to the Services, where:

You breach these Terms
You fail to pay amounts owing
Security risks exist
Voyager is required to do so by law
A third party provider requires or causes suspension
Your use may harm Voyager, customers, users, callers, third parties, systems or the platform
Your use is unlawful, excessive, abusive, fraudulent or harmful
Voyager needs to protect platform stability, security or integrity
Required Customer information, access, approvals or cooperation are not provided

Voyager will act reasonably where practical, but may suspend access without prior notice where urgent action is required.

You may stop using the Services at any time, subject to any applicable notice periods, charges, minimum terms or other obligations in your plan, order, agreement or Voyager’s Standard Business Terms and Conditions.

Termination does not affect accrued rights, payment obligations, confidentiality obligations, liability limitations, intellectual property rights, privacy obligations or any clause intended to survive termination.

27. Data Export and Deletion

Following termination, access to the Services, Customer Content, recordings, transcripts, analytics, reports and configuration data may be limited or unavailable.

You are responsible for exporting or retaining any Customer Content you require before termination, subject to the functionality available within the Services.

Voyager may retain, delete or deidentify Customer Content following termination in accordance with the VAIA Privacy Policy, applicable law, backup processes, legitimate business requirements and any applicable agreement with you.

Voyager is not responsible for loss of access to Customer Content following termination where access has ended in accordance with these Terms.

28. Limitation of Liability

To the maximum extent permitted by law, Voyager is not liable for indirect, consequential, incidental, special, exemplary or punitive loss, or for loss of profit, revenue, goodwill, opportunity, business, data, anticipated savings or business interruption.

To the maximum extent permitted by law, Voyager is not liable for loss arising from:

Customer Content
Customer configuration
AI generated outputs
Customer reliance on AI generated outputs without appropriate review
Third party platforms, services, APIs or integrations
Telecommunications, internet, cloud or AI provider outages
Unauthorised access caused by your acts or omissions
Use of the Services contrary to these Terms
Failure to provide caller notices, consents or permissions
Unlawful, inaccurate or unsuitable messages sent or triggered through the Services
Incorrect bookings, missed calls, failed transfers or failed messages
Business decisions made based on AI generated outputs, reports or analytics

To the maximum extent permitted by law, Voyager’s total aggregate liability arising out of or in connection with the Services is limited to the fees paid by you for the affected Services during the twelve months immediately before the event giving rise to the claim.

Nothing in these Terms limits or excludes liability that cannot lawfully be limited or excluded under New Zealand law.

29. No Implied Warranties

To the maximum extent permitted by law, Voyager excludes all warranties, representations, conditions and guarantees relating to the Services except those expressly set out in these Terms or those that cannot lawfully be excluded.

Voyager does not warrant that the Services will:

Meet all of your requirements
Be uninterrupted or error free
Be fully secure
Produce accurate or complete AI outputs
Be compatible with every system, device, browser, workflow or third party platform
Deliver any particular commercial result
Prevent missed calls, missed messages, customer complaints or lost opportunities

This clause is subject to any rights that cannot lawfully be excluded under New Zealand law.

30. Consumer Guarantees Act and Fair Trading Act

Where you acquire the Services for business purposes, the parties agree that the Consumer Guarantees Act 1993 does not apply to the maximum extent permitted by law.

Nothing in these Terms limits or excludes any liability under the Fair Trading Act 1986, Consumer Guarantees Act 1993 or any other law where that liability cannot legally be limited or excluded.

You acknowledge that the Services are provided based on your plan, configuration, enabled functionality, dependencies, Customer Content and information made available to Voyager.

You must not rely on any representation, statement, estimate, forecast, demonstration or example unless it is expressly included in your applicable written agreement with Voyager.

31. Indemnity

You indemnify Voyager against losses, costs, claims, damages, expenses and liabilities arising from:

Your breach of these Terms
Your unlawful use of the Services
Customer Content
Your failure to provide required notices, consents or permissions
Your breach of privacy, telecommunications, electronic messaging, consumer protection or other applicable laws
Your use of third party integrations
Your instructions, configurations, workflows, scripts or knowledge bases
Claims made by your customers, callers, staff, contractors or third parties relating to your use of the Services

This indemnity does not apply to the extent the relevant loss is caused by Voyager’s breach of these Terms, negligence or unlawful conduct.

32. Changes to These Terms

Voyager may update these Terms from time to time.

Updated versions will be published at:

https://my.vaia.nz/terms-of-service

Voyager may also notify you of material changes by email, portal notice or other reasonable means.

Continued use of the Services after the updated Terms take effect constitutes acceptance of the updated Terms.

If you do not agree to updated Terms, you must stop using the Services, subject to any applicable notice periods, charges or other obligations.

33. Governing Law

These Terms are governed by the laws of New Zealand.

Any dispute arising from or relating to these Terms or the Services is subject to the exclusive jurisdiction of the courts of New Zealand.

34. Contact Information

VAIA is a product of Voyager Internet Ltd.

General enquiries:

[email protected] Voyager Internet Ltd New Zealand

Website:

https://www.voyager.nz

35. Final Notes

These Terms form part of the overall agreement between Voyager and the Customer for the use of VAIA.

The Services are designed to help businesses automate communications, customer interactions, scheduling and workflow management through artificial intelligence and integrated business systems.

The Services are powerful, but they are not magic. You remain responsible for your business, your customers, your data, your instructions and your legal obligations. VAIA helps with the workload. It does not replace common sense, human oversight or good business practice.

Terms & Conditions