Terms and Conditions

Effective Date: 08/09/2025

Last Reviewed: 21/05/2026

1. Introduction

THESE TERMS AND CONDITIONS (the "Agreement") GOVERN YOUR ACCESS TO AND USE OF THE SERVICES PROVIDED BY AIssie (ABN 11371239323) ("AIssie"). BY (A) ACQUIRING ACCESS TO THE SERVICE VIA AN ONLINE ORDER PROCESS THAT REFERENCES THIS AGREEMENT, (B) REGISTERING FOR A NO-COST OR PAID PLAN VIA A PLATFORM THAT REFERENCES THIS AGREEMENT, OR (C) SELECTING A BOX INDICATING ACCEPTANCE, YOU AGREE TO BE BOUND BY THIS AGREEMENT. THE INDIVIDUAL ACCEPTING THIS AGREEMENT DOES SO ON BEHALF OF AN ORGANISATION OR OTHER LEGAL ENTITY ("Customer") AND REPRESENTS THAT THEY HAVE AUTHORITY TO BIND SUCH ENTITY AND ITS AFFILIATES. IF YOU DO NOT HAVE SUCH AUTHORITY, OR IF THE ENTITY DOES NOT AGREE, DO NOT ACCEPT THIS AGREEMENT AND DO NOT USE THE SERVICES. CAPITALISED TERMS ARE DEFINED BELOW.

2. Definitions

• Service: AIssie's cloud-based AI platform and related websites, widgets, APIs, voice/telephony features, and tools.
• User: any individual authorised by the Customer to access and use the Service on the Customer's behalf, including employees, contractors, and agents.
• User Submission: Any configurations, customisations, uploads, prompts, messages, call recordings/transcripts (if enabled), forms, or other content you or your Users submit to or through the Service.
• AIssie Materials: The Service, Software, documentation, templates, and other materials provided by AIssie.
• Affiliate: Any entity that controls, is controlled by, or is under common control with a party.
• Order: An ordering screen, plan selection, or other document referencing this Agreement that sets out the subscription term, tier, quantities, and fees.

3. The Service

1. Service Description

   AIssie provides AI assistants (chat and voice) for customer support, sales, and user engagement. The Service may include templates, scripts, and documentation. Customers do not receive the underlying code or a copy of the Software.

2. Customer's Subscription

   Subject to this Agreement, the Customer may purchase a subscription and permit authorised Users to access the Service for the Customer's internal business purposes during the Subscription Period specified in the applicable Order. Features may vary by plan.

3. AIssie's Ownership

   As between the parties, AIssie owns all rights, title, and interest in and to the AIssie Materials and related intellectual property, including enhancements, updates, and derivatives. No implied licences are granted.

4. Permissions

   The Service may allow admin-level Users to grant roles and permissions. The Customer is solely responsible for configuring and managing permissions and is liable for actions of its Users and Affiliates.

4. Acceptable Use & Restrictions

1. Customer Responsibilities

   The Customer is responsible for all activity under its accounts (except unauthorised access caused by AIssie's breach of security). The Customer will ensure Users comply with this Agreement.

2. Use Restrictions

   The Customer must not (and must not permit others to): (a) copy, modify, or create derivative works of the Service; (b) reverse engineer or attempt to derive source code except to the extent permitted by law; (c) resell, sublicense, or provide the Service to third parties (except Affiliates as permitted); (d) remove proprietary notices; (e) access the Service to build a competing product; (f) use the Service unlawfully, to infringe rights, to send spam, or to harass; (g) attempt to bypass, test, or breach security or rate limits; (h) use the Service for high-risk scenarios (e.g., medical diagnosis, emergency services, life-critical decisions) or to provide legal, medical, or financial advice without appropriate human review and regulatory compliance.

3. Telephony, Recording & Consent

   If you enable call recording or transcription, you must obtain and document all legally required notices and consents from callers and participants before enabling these features. You must comply with the Telecommunications (Interception and Access) Act 1979 (Cth) and all applicable state and territory surveillance legislation. You are responsible for your content, scripts, and compliance with all applicable laws.

4. API & Fair Use

   AIssie may publish or enforce usage limits, quotas, and fair-use policies for APIs and voice services. AIssie may throttle or suspend usage to protect the Service, comply with law, or address security/operational risks.

5. Collection Rules for Personal Information via Agents

   If your agents request or process personal information (e.g., addresses), you must (a) provide clear notice of the purpose; (b) collect only what is reasonably necessary; (c) obtain and record any required consents (e.g., call recording, marketing); (d) avoid collecting prohibited/high-risk data via chat/voice unless you have a lawful basis and appropriate safeguards; (e) configure retention and deletion settings consistent with your obligations; and (f) promptly action access/correction/deletion requests you receive. You are solely responsible for the legality of the information you instruct the Service to collect.

6. Spam Act 2003 & Do Not Call Register Act Compliance

   When using AIssie's messaging (email, SMS) and telephony features for outbound commercial communications, you must comply with the Spam Act 2003 (Cth) — including requirements for prior consent, clear sender identification, and a functional unsubscribe facility — and the Do Not Call Register Act 2006 (Cth). You are solely responsible for ensuring all required consents are obtained and documented before using these features to contact your customers or prospects.

5. Third-Party Services

The Service may interoperate with third-party products or services (e.g., Microsoft Azure, Twilio/SendGrid, ElevenLabs, Stripe). Use of third-party services is subject to their terms. AIssie does not control and is not responsible for third-party services. You authorise AIssie to exchange information with such services as necessary to provide the Service.

6. Data Handling & AI Outputs

1. Customer Data & Licence

   As between the parties, the Customer retains ownership of User Submissions. The Customer grants AIssie a non-exclusive, worldwide, royalty-free licence to host, process, transmit, display, and otherwise use User Submissions solely to provide and support the Service, troubleshoot, ensure security, and meet legal obligations.

2. Service Data

   AIssie may collect and use aggregated and de-identified data regarding use and performance to operate, secure, and improve the Service, provided it does not identify the Customer or Users.

3. Controller Responsibility for Inputs

   You determine what data your agents request from end users and remain responsible for the lawfulness, accuracy, and completeness of such data, including any addresses. You will indemnify AIssie against third-party claims arising directly and primarily from your own wrongful acts or negligence in collecting or processing data via the Service. AIssie will indemnify you against third-party claims arising directly from AIssie's own breach of this Agreement, negligence, or infringement of a third party's intellectual property rights. Neither party's indemnity obligation applies to the extent the claim was caused or contributed to by the other party's own acts or omissions.

4. Privacy

   AIssie will handle personal information in accordance with its Privacy Policy (see our website). Customer is responsible for providing end-user notices and obtaining any required consents when deploying AIssie on Customer channels.

5. Model Training & LLM Processing

   Customer content is never used to train general models. Some LLMs operate in US regions and are used for inference to generate answers; they are configured to process content transiently and not store Customer content.

6. AI Output Caution

   AI outputs may be inaccurate or incomplete. The Customer must review outputs and is responsible for how they are used. The Service does not provide professional advice.

7. Security, Availability & Support

AIssie implements reasonable technical and organisational measures (e.g., TLS in transit, server-side encryption, Azure SQL TDE, access controls, monitoring, and backups). The Service may be unavailable during planned maintenance or unplanned outages. Beta or pre-release features are provided "as is".

8. Fees, Billing & Taxes (GST)

1. Fees & Changes

   Fees are as set out in the applicable Order or plan page. Unless otherwise specified, fees are charged in AUD. AIssie will provide at least 60 days' prior written notice before any fee increase takes effect at your next renewal. If you do not accept the revised pricing, you may cancel your subscription before the renewal date and you will not be charged the revised fees.

2. Payments

   Payments are processed by Stripe. You authorise recurring charges to the payment method on file. You must keep your payment details current. If payment fails or is overdue, AIssie will notify you by email and allow a 7-calendar-day grace period to remedy the failure before suspending the Service. Once payment is received, the Service will be reinstated promptly.

3. GST & Other Taxes

   Prices are exclusive of GST unless stated otherwise. The Customer is responsible for GST and any applicable taxes, which will be added to invoices as required.

4. Refunds

   Except as required by law or expressly stated in this Agreement, fees are non-refundable.

9. Term, Renewal & Termination

1. Term & Renewal

   The Agreement starts on the Subscription Start Date and continues for the Subscription Period indicated in the Order. It will automatically renew for successive periods of the same length unless cancelled. For monthly plans, you may cancel at any time before the next renewal date. For annual plans, you must cancel at least 30 days before the renewal date to avoid being charged for the next period. AIssie will send a renewal reminder email at least 30 days before the renewal date for annual plans.

2. Termination for Cause

   Either party may terminate this Agreement for material breach if the breach is not cured within 30 days of written notice. AIssie may suspend the Service with 7 days' written notice for: (a) unlawful use (meaning use of the Service in material contravention of applicable law); (b) non-payment following the grace period in Section 8.2; or (c) to comply with a legal requirement. For a genuine security emergency — meaning a credible and active threat to the security, integrity, or availability of the Service or other customers' data — AIssie may suspend the Service immediately without prior notice, but will provide a written explanation of the security grounds within 48 hours of suspension.

3. Data Collection Breach

   AIssie may suspend or terminate access where your collection practices via the Service present material legal, security, or reputational risk, following notice and a reasonable opportunity to remediate.

4. Effect of Termination

   Upon termination, rights and access cease. If the Customer terminates for AIssie's uncured material breach, AIssie will refund any prepaid, unused fees for the remaining Subscription Period. Within a reasonable period after termination and upon written request, AIssie will delete Customer Data from active systems, subject to legal retention obligations and permitted backups.

5. Survival

   Provisions relating to fees, confidentiality, IP ownership, disclaimers, limitations of liability, indemnities, data usage, and general terms survive termination.

10. Warranties & Disclaimers

1. Customer Warranties

   The Customer warrants it has all rights and consents necessary to submit User Submissions and to use the Service as contemplated, and that its use will comply with laws and third-party rights.

2. Service Disclaimer

   EXCEPT FOR ANY NON-EXCLUDABLE GUARANTEES UNDER THE AUSTRALIAN CONSUMER LAW, THE SERVICE AND AI OUTPUTS ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND. AIssie does not warrant uninterrupted or error-free operation.

11. Liability

1. Australian Consumer Law

   Nothing in this Agreement excludes, restricts, or modifies any consumer guarantees, rights, or remedies that cannot be excluded under the Australian Consumer Law (ACL). Where the ACL applies and permits a limitation of liability, AIssie's liability is limited (at AIssie's option) to resupplying the services or paying the cost of having the services supplied again.

2. Limitation of Liability (Business Use)

   To the maximum extent permitted by law and subject to the above, AIssie's aggregate liability arising out of or related to the Service will not exceed the fees paid or payable by the Customer for the Service in the 12 months immediately preceding the claim. AIssie is not liable for indirect, incidental, special, consequential, or exemplary damages, loss of profits, goodwill, data, or business interruption.

12. Confidentiality

Each party will protect the other's Confidential Information with reasonable care and use it only to perform this Agreement. Confidentiality obligations do not apply to information that is public, already known without obligation, independently developed, or rightfully received from a third party without restriction. Disclosures required by law are permitted with prior notice where lawful.

13. Feedback

You may provide feedback or suggestions. AIssie may use feedback without restriction or obligation, but will not identify you as the source without consent.

14. Changes to the Service or Terms

The Service evolves over time; AIssie may modify features, provided that it does not materially reduce core paid functionality during a current Subscription Period. AIssie may update these terms by posting an updated version with at least 30 days' prior written notice for material changes. If you do not accept material changes to these terms, you may terminate your subscription before the effective date of those changes without penalty; any prepaid fees for the unused portion of your Subscription Period will be refunded. Continued use of the Service after the effective date of a material change constitutes acceptance of the updated terms. Non-material changes (such as clarifications, corrections, or updated contact details) may take effect without prior notice.

15. General

• Dispute Resolution: If a dispute arises under or in connection with this Agreement, the parties will: (1) promptly notify the other in writing describing the dispute; (2) attempt to resolve it through good-faith negotiation between senior representatives within 15 business days of the notice; and (3) if unresolved, refer the dispute to mediation administered by LEADR/IAMA before commencing litigation. Either party may seek urgent interim injunctive or declaratory relief from a court without first following these steps.
• Publicity: With prior written consent, AIssie may use the Customer's name and logo for marketing.
• Force Majeure: Neither party is liable for delays beyond its reasonable control.
• Assignment: Neither party may assign this Agreement without the other's consent, except to a successor in a merger, acquisition, or sale of substantially all assets.
• Subcontracting: AIssie may use subcontractors (including subprocessors) and remains responsible for their performance.
• Notices: contactus@aissie.com.au; notices may be given by email.
• Severability; Waiver: If any provision is unenforceable, it will be modified to the minimum extent necessary; failure to enforce is not a waiver.
• Entire Agreement; Order of Precedence: This Agreement (and any referenced policies and the Order) is the entire agreement. If there is a conflict, the Order prevails, then this Agreement, then referenced policies.
• Governing Law & Venue: This Agreement is governed by the laws of Western Australia. The parties submit to the non-exclusive jurisdiction of the courts of Western Australia.

16. Contact

For questions about these Terms, contact contactus@aissie.com.au.