Hello Regulars

Business terms

Last updated 30 September 2026

These terms apply to cafes and other businesses that subscribe to Hello Regulars. We've written them in plain English. Where these terms say "we" or "us", that means Virtual10 Pty Ltd (ABN 70 294 786 361) trading as Hello Regulars. "You" means the business that signs up, and anyone using Hello Regulars on your behalf.

1. Agreeing to these terms

  1. You accept these terms when you start a free trial, subscribe, or use Hello Regulars, whichever happens first.
  2. The person accepting these terms must be authorised to bind the business.
  3. Hello Regulars is currently offered in Australia only. You must be an Australian business with an ABN.
  4. Our privacy policy and customer terms also apply and form part of these terms.

2. What Hello Regulars does

  1. Hello Regulars lets you run a stamp card loyalty program for your customers. Customers can be identified by their mobile number, their name, a card, or our app when it's available.
  2. Depending on your plan and what's available at the time, it also includes: text messages to customers who agree to receive them, publishing offers, prompts for customers to rate their visit and review you on Google, business insights such as busy hours, best sellers, and offer performance, and connections to supported point-of-sale systems such as Square.
  3. Features we describe as "coming soon" aren't part of your subscription until we release them.
  4. We may improve or change features over time. If we remove a feature that's a significant part of your plan, we'll tell you at least 30 days ahead, and you can cancel without penalty.

3. Your account and logins

  1. You're responsible for everyone who uses Hello Regulars under your account, including staff using a shared counter login.
  2. Keep passwords secure. Change the counter password when a staff member who knew it leaves.
  3. Tell us straight away at hello@helloregulars.com.au if you think someone has accessed your account without permission.
  4. Information you give us about your business must be accurate, and you must keep it up to date.

4. Plans, free trial, and payment

  1. Our current plans, prices, and text allowances are shown at helloregulars.com.au. Prices are in Australian dollars and exclude GST, which is added to your invoice.
  2. New subscriptions start with a 30-day free trial. We take your card details when you start. If you don't cancel before the trial ends, your subscription starts and your card is charged.
  3. Subscriptions are billed monthly in advance through our payment provider, Stripe. You'll receive a tax invoice for each payment.
  4. Each plan includes a number of texts per month. Unused texts don't carry over. Texts beyond your allowance are charged at the rate shown on our pricing page, billed in arrears.
  5. Texts that tell a customer their reward is ready are always sent, even if you've used your allowance, so no customer misses a reward they've earned.
  6. We may change our prices or allowances by giving you at least 30 days' notice by email. If you don't want to continue at the new price, you can cancel before it applies.
  7. If a payment fails, we'll let you know and try again. If it's still unpaid 14 days after we tell you, we may suspend your account until it's paid.

5. Cancelling

  1. You can cancel at any time from the billing link in your account emails or by emailing us. Your subscription ends at the end of the billing period you've already paid for, and you won't be charged again.
  2. We don't refund part months, except where the law requires it or where we've failed to provide the service.
  3. For 30 days after your subscription ends, you can ask us for an export of your customer list and stamp balances. After 90 days, we delete your business's customer data, except records we must keep by law, such as tax records.

6. Your loyalty program

  1. You decide your program's rules: how stamps are earned, how many are needed, and what the reward is. You're responsible for honouring rewards your customers earn under those rules.
  2. Display your program's key rules at your counter. Our counter sign does this.
  3. If you change your rules or end your program, give customers reasonable notice and honour rewards already earned. If you stop using Hello Regulars, you're responsible for how you treat stamps customers have already collected.
  4. Disputes about rewards or your goods and services are between you and your customer. We'll help with records from the system where we can.
  5. You must not add stamps that weren't earned, or use the program to mislead customers.

7. Offers and advertising

  1. Offers you publish must be accurate and comply with the Australian Consumer Law. You must honour them as published.
  2. Offers must not promote alcohol, tobacco, vaping products, or other restricted goods in a way that breaches the law, and must not be offensive, discriminatory, or misleading.
  3. We may decline to publish, or remove, an offer or other content that we reasonably believe breaches these terms or the law. We'll tell you why.

8. Text messages and the Spam Act

  1. Texts to customers must comply with the Spam Act 2003 (Cth). Hello Regulars is built to help: it records each customer's consent and when it was given, identifies your business in every text, includes an unsubscribe option in marketing texts, and stops all texts when a customer replies STOP.
  2. You must only add a customer to texts if they've agreed, and only add them to offer texts if they've agreed to those separately. The counter screen prompts staff to ask.
  3. You must not import contact lists or add customers to texts without their consent.
  4. Texts are sent from a Hello Regulars number and identify your business by name.

9. Reviews

  1. Every customer who rates a visit is offered the same link to review you on Google, whatever their rating. We don't filter reviews by score.
  2. You must not offer rewards or stamps in exchange for reviews, write or arrange fake reviews, or pressure customers about their reviews. Doing so can breach the Australian Consumer Law and Google's policies.
  3. Low ratings are shown to you so you can follow up with the customer. Contact them respectfully, and only about their visit.

10. Customer data and privacy

  1. Your customers' information is collected through Hello Regulars to run your loyalty program. You can use it for your loyalty program and to contact customers who have agreed to hear from you, and for no other purpose.
  2. We handle personal information under the Privacy Act 1988 (Cth), the Australian Privacy Principles, and our privacy policy. You must also comply with the Privacy Act where it applies to your business.
  3. Customer data is stored in Australia. Some of our service providers are overseas, as listed in our privacy policy.
  4. We don't sell your customers' information, and we don't give it to other businesses. Customers of one business are never visible to another.
  5. If we become aware of a data breach affecting your customers, we'll tell you promptly and work with you, including on any notifications required under the Notifiable Data Breaches scheme.
  6. Customers can ask for their information to be accessed, corrected, or deleted. Send any request you receive to us, and we'll handle it with you.
  7. We may use data that's been combined and de-identified, so no customer or business can be identified, to improve Hello Regulars and to produce general insights.

11. Point-of-sale and other connections

  1. When you connect a point-of-sale system such as Square, you authorise us to read the sales, item, customer, and location information we need to add stamps and produce your insights.
  2. That system's own terms apply to your use of it. We're not responsible for its availability, errors, or changes.
  3. You can disconnect at any time.

12. Customer app and discovery

  1. When our customer app is available, your business may appear in its search and discovery features, using your business name, location, menu highlights, offers, and ratings.
  2. Search results are ranked using information such as relevance, distance, and ratings. We don't sell top placement. You can ask us to remove your business from discovery at any time.

13. Your content and our platform

  1. You keep ownership of your business name, logo, menu, photos, and other content you give us. You give us permission to use it to provide Hello Regulars, including showing it to customers, for as long as you subscribe.
  2. You confirm you have the right to give us that content, and that it doesn't infringe anyone else's rights.
  3. We own Hello Regulars, including its software, design, and branding. You can use it for your business while you subscribe, but you must not copy it, resell it, or try to access its code.

14. Availability and support

  1. We aim to keep Hello Regulars available at all times, but we can't promise it will never be interrupted, for example during maintenance or if a provider we rely on has an outage.
  2. Support is by email at hello@helloregulars.com.au. Busy plan subscribers are handled first.

15. Australian Consumer Law

  1. Nothing in these terms excludes, restricts, or modifies any right or remedy you have under the Australian Consumer Law, or any other law, that can't be excluded.
  2. Where the law lets us limit our liability for a failure to meet a consumer guarantee, our liability is limited to supplying the service again, or paying the cost of having it supplied again.

16. Limits on liability

  1. Subject to clause 15, we're not liable for indirect or consequential loss, including lost profits, lost revenue, or lost business opportunities.
  2. Subject to clause 15, our total liability to you under or in connection with these terms is limited to the fees you paid us in the 12 months before the event giving rise to the claim.
  3. These limits don't apply to liability for personal injury or death, fraud, or our wilful misconduct.

17. Indemnity

You're responsible for, and will cover our reasonable costs of, third-party claims that arise from your breach of the Spam Act or the Privacy Act, your offers or content, or your failure to honour rewards or offers, except to the extent the claim was caused by us.

18. Suspension and ending the agreement

  1. We may suspend or end your account if you seriously breach these terms and don't fix the breach within 14 days of us telling you, if payment is overdue as described in clause 4, or immediately if continuing would break the law or put customers' information at risk.
  2. If we end your account without you being at fault, we'll give you at least 30 days' notice and refund any fees you've paid for time after it ends.
  3. Clauses that by their nature should continue after the agreement ends, including clauses 5.3, 10, 15, 16, and 17, continue to apply.

19. Changes to these terms

  1. We may update these terms. If a change is likely to disadvantage you, we'll email you at least 30 days before it takes effect, and you can cancel without penalty before then.
  2. Other changes take effect when we publish them on this page.

20. Disputes

  1. If you have a complaint, email us first. We'll try to resolve it within 14 days.
  2. If we can't resolve it within 30 days, either of us may refer it to mediation in Victoria, with a mediator nominated by the Resolution Institute. We'll share the mediator's costs equally.
  3. Nothing stops either of us from seeking urgent relief from a court.

21. General

  1. These terms are governed by the laws of Victoria, Australia, and the courts of Victoria have jurisdiction.
  2. We'll send notices to the email address on your account. You can send notices to hello@helloregulars.com.au.
  3. If any part of these terms is unenforceable, the rest continues to apply.
  4. You can't transfer your subscription to someone else without our agreement. We may transfer our rights and obligations to a buyer of the Hello Regulars business, and we'll tell you if we do.
  5. These terms, with our privacy policy and customer terms, are the whole agreement between us about Hello Regulars.