Terms & Conditions

1. Provision of Services

1.1 Access and Licence

Subject to your compliance with this Agreement and payment of all applicable fees, Authentic AI grants you a limited, non-exclusive, non-transferable, and revocable licence to access and use the Services for your internal business purposes during the Subscription Term.

1.2 The Complete Platform

Every subscription plan includes access to the complete Authentic AI platform. We do not lock core software features behind higher plans. The differences between plans are: (a) how AI Employee usage is charged; (b) whether unlimited AI Employee usage is included; and (c) the level of included implementation and support, as described in Section 3 and your order form.

1.3 Modifications to Services

We continuously improve our Services and reserve the right to modify, update, enhance, or discontinue features, functionality, or components of the Services at our sole discretion. We will use commercially reasonable efforts to notify you of any material degradation of core functionality.

1.4 Service Availability

Authentic AI will use commercially reasonable efforts to make the Services available 24 hours a day, 7 days a week, except for planned downtime, emergency maintenance, or events beyond our reasonable control (Force Majeure). We do not guarantee uninterrupted access to the Services, and no uptime guarantee is provided.

This clause is about the platform's availability. It does not limit the support inclusions in Section 3.7, which are provided as described.

2. Account Registration and Security

2.1 Account Creation

To access the Services, you must register for an account. You agree to provide accurate, current, and complete information during registration and to keep such information accurate, current, and complete.

2.2 Account Security

You are solely responsible for maintaining the confidentiality of your login credentials and for all activities that occur under your account. You must immediately notify Authentic AI of any unauthorised use of your account or any other breach of security. Authentic AI will not be liable for any loss or damage arising from your failure to adequately safeguard your credentials.

3. Subscription Plans, Billing, and Payments

3.1 Subscription Plans and Fees

The Services are provided on a subscription basis. Current plans are:

All plans include the complete platform, unlimited platform users, one business phone number (subject to Section 3.13), two personal onboarding sessions, and access to standard support as described in Section 3.7. All advertised prices are exclusive of GST unless expressly stated. You agree to pay all fees associated with your selected plan ("Subscription Fees"), plus any applicable setup, onboarding, add-on, usage, or professional-services fees set out in your order form or this Agreement. A one-time onboarding and setup fee of $500 (excl. GST) applies to all plans and is payable at sign-up. We may update plan pricing in accordance with Section 13.3.

3.2 Add-On Services

The following optional add-ons may be purchased and are billed in addition to your Subscription Fees:

• Done-For-You Website — $199 per month (excl. GST) when purchased alongside a Launch, Grow or Enterprise plan, or $249 per month (excl. GST) as a standalone service. There is no setup fee for the website. Described in Section 4.
• Priority Support — $149 per month (excl. GST): whenever you jump on support, you go straight to the front of the queue. You also get senior agents who get to know your account rather than starting from scratch each time, human-only assistance with no bots in the way, and video calls on request. It sits on top of the 24/7 support already included in every plan (Section 3.7).
• Implementation Hour Packs: casual implementation time at $70 per hour (excl. GST); a 5-hour pack at $325 (excl. GST); a 10-hour pack at $600 (excl. GST); or a 20-hour pack at $1,100 (excl. GST). Hours are applied to work performed by the Authentic AI team outside standard support (for example, workflow development, CRM configuration, landing pages, integrations, AI optimisation, or training).
• Custom Builds: bespoke development, migrations, or advanced configuration are quoted and delivered on a per-project basis under a separate order form or statement of work.

3.3 Metered Usage — pay per use

SMS, email and voice calls are billed per use on every plan. There is no included messaging allowance and no unlimited messaging on any plan. SMS is billed per segment — a standard SMS is one segment of up to 160 characters using standard text characters (fewer characters per segment where a message contains emoji or certain other characters, which use a different encoding); a longer message is billed as multiple segments. Voice calls and Voice AI interactions are billed per minute or part thereof, at the rates published on our pricing page and shown in your account.

On the Launch plan, AI Employee usage (including Voice AI) is also billed per use. On the Grow and Enterprise plans, AI Employee usage is unlimited subject to fair use (Section 3.4), so messaging, calls and phone numbers are the only usage billed on top of the Subscription Fee.

Currency. Metered usage is billed to your account by our underlying platform provider in United States dollars (USD), and your account usage balance and transaction history are displayed in USD. Rates shown in Australian dollars on our pricing page or in our published rate materials are indicative conversions provided for your convenience; the amount actually charged is the USD amount recorded in your account. Exchange rates move, so the AUD equivalent of a given charge will vary over time. See also Section 3.12 (Monthly Usage Credit).

Any other billable platform services are charged at the rates set out in your order form or account.

3.4 AI Employee Usage and Fair Use

On the Launch plan, AI Employee usage (including AI conversations, actions, Ask AI, and AI workflow activity) is billed on a pay-per-use basis. On the Grow and Enterprise plans, AI Employee usage is unlimited for the normal operation of your business.

What fair use means, plainly. Unlimited means unlimited for running your business. It does not cover:

• Spam — unsolicited bulk messaging, or anything that would breach the Spam Act 2003 (Cth) or the Do Not Call Register Act 2006 (Cth);
• Scams or deception — fraudulent, misleading or deceptive activity of any kind;
• Reselling or sharing — using your account to run AI for other businesses, or sharing it across unrelated businesses; or
• Automated abuse — scripted or artificial activity that is not a real customer interaction, or that threatens platform stability.

AI Assistant ("Ask AI") — included for three users. The in-platform AI Assistant is enabled per user, and your plan includes it for three (3) users. Your account may have unlimited platform users (Section 3.1); that is separate from, and unaffected by, this limit — the limit applies only to who can use the AI Assistant. If you enable the AI Assistant for a fourth or further user, that user's assistant usage is billed as metered usage at the rates published on our pricing page and shown in your account (Sections 3.3 and 3.6). We will tell you this at onboarding, and enabling an additional user is an action you take in your own account, so no charge arises without you switching it on.

Use it as hard as you like for your own customers. We will only ever raise fair use with you if one of the four things above is happening, and we will contact you and talk to you about it before we act. Standard platform usage (SMS, email, calls and phone numbers) is billed per use and is not covered by unlimited AI Employee usage.

3.5 Payment Terms

Subscription Fees are billed in advance on a monthly or annual basis, depending on your selected plan. Usage-based fees are billed in arrears on a monthly basis or deducted from a pre-paid credit balance. You authorise Authentic AI (or our third-party payment processors) to charge your designated payment method for all applicable fees.

Maintaining a payment method for metered usage. Metered usage (SMS, email, voice and, on the Launch plan, AI Employee usage) is drawn from a usage balance held in your account. You are responsible for maintaining a valid payment method on your account and sufficient balance to cover your metered usage. You acknowledge that if your usage balance is exhausted, metered services — including SMS, voice calls and email — will stop working until the balance is topped up. We recommend enabling automatic top-up. This is a platform limitation, not a suspension of your account under Section 3.8, and it applies regardless of whether your Subscription Fee is paid and up to date.

3.6 Usage-Based and Telecommunications Billing

In addition to base Subscription Fees, certain features are subject to usage-based billing, including:

• Telecommunications: SMS messages are billed per segment (see Section 3.3 for what a segment is), and voice calls and Voice AI interactions are billed per minute (or fraction thereof).
• AI Processing: on the Launch plan, and for any usage outside an unlimited allowance, certain AI generations, tokens, or API calls may incur usage fees as specified in your plan. You are responsible for monitoring your usage. Usage data recorded by Authentic AI's systems is definitive and binding for billing purposes.

Rates. The rates that apply to metered usage are the rates published on our pricing page and shown in your account. Those published rates are the complete price for that usage — there is no additional handling or administration charge on top of them.

Changes to metered rates. Metered rates are based on the wholesale rates charged by our underlying platform and telecommunications providers, and those providers may change their rates. Where a change to metered rates would materially increase the cost of your typical usage, we will give you at least 30 days' notice before the new rates take effect, by email or through the platform. Where a provider imposes a change on us with less notice than that, we will notify you as soon as reasonably practicable, and we will not apply a larger markup than the markup that applied before the change. Reductions in rates are passed on without notice.

3.7 Support and Onboarding Inclusions

Every plan includes 24/7 Zoom support — unlimited live assistance, any hour, on every plan. Alongside it you get two personal onboarding sessions in which we help you connect and configure the platform to suit your business, a video training academy, a knowledge base, and ongoing platform guidance. These inclusions are provided on a reasonable-use basis.

Priority Support (Section 3.2) is an optional upgrade. It does not add support hours — support is already around the clock for everyone. What it changes is your position in the queue: whenever you jump on, you are seen first, by a senior agent who already knows your account, with no bots in between and video calls whenever you want one.

3.8 Late Payments and Suspension

If any invoiced amount is not received by the due date, those amounts may accrue late interest at 1.5% per month or the maximum rate permitted by law, whichever is lower. If your account is more than seven (7) days overdue, Authentic AI reserves the right to suspend your access to the Services until all outstanding amounts are paid in full.

3.9 No Refunds

Except as expressly required by the Australian Consumer Law (ACL), all fees paid are non-refundable. This includes Subscription Fees, usage fees, add-on fees, and setup/onboarding fees, even if you cancel before the end of your billing cycle or if your account is suspended or terminated for a breach of this Agreement.

3.10 Taxes

All fees are exclusive of taxes, levies, or duties imposed by taxing authorities, including the Australian Goods and Services Tax (GST), unless otherwise stated. You are responsible for payment of all such taxes associated with your purchases.

3.11 Promotional Pricing

From time to time Authentic AI may offer promotional pricing, including a discounted or waived first month on the Launch or Grow plans. Promotions are applied at our discretion, are not available in combination unless expressly stated, and apply only to the plan Subscription Fee. Promotional pricing does not apply to the onboarding and setup fee, to any add-on (including the Done-For-You Website), or to metered usage, all of which remain payable in full during any promotional period. Unless stated otherwise, the promotion applies once, to the first billing period only, and standard pricing applies from the following billing period.

3.12 Monthly Usage Credit

Your plan includes a monthly usage credit applied to your account, which you may use toward metered usage as described in Section 3.3.

Amount. The credit is A$50 per month on the Launch plan and A$80 per month on the Grow plan, or as otherwise stated in your order form.

How it is applied. Your credit is topped up to the full stated amount at the start of each monthly cycle, on the monthly anniversary of your subscription start date. The credit does not accumulate: any unused portion does not carry over to the following month. Instead, your credit balance is returned to the full amount each cycle.

Currency. Metered usage is billed by our underlying platform provider in United States dollars (USD), and your account usage balance is displayed to you in USD. Your monthly usage credit is expressed in Australian dollars and is applied to your account as the equivalent amount in USD, converted at the exchange rate applying at the time the credit is granted. Because exchange rates move, the USD figure shown in your account will vary slightly from month to month. The Australian dollar amount stated above is the amount you are entitled to.

No cash value. The credit is not redeemable for cash, is not transferable, and is not refundable. Any unused portion is forfeited at the end of each monthly cycle and on cancellation or expiry of your subscription.

No separate fee. There is no additional charge for the monthly usage credit. It is included in your Subscription Fee.

3.13 Phone Numbers, Porting and Regulatory Requirements

The business phone number included with your plan is provisioned through our underlying telecommunications providers and is subject to carrier and regulatory approval. Australian numbers require a regulatory identity bundle, which means you must supply accurate business identity documentation (including a current ASIC company extract) and the business details you give us must match that documentation.

We will use commercially reasonable efforts to provision your number promptly, but we do not warrant a particular timeframe. Where a regulatory submission is rejected — most commonly because business details do not match the supplied documentation — provisioning is delayed until corrected documentation is supplied, and any resubmission restarts the provider's assessment period.

If you are porting an existing number, the port is performed by the losing and gaining carriers and its timing is outside our control. Your existing number continues to operate until the port completes.

Additional or replacement numbers beyond the one included with your plan are charged at the rates shown in your account.

4. Website Add-On

4.1 Description and Fee

The Done-For-You Website add-on provides a modern, professionally designed website generated from the business information you provide (including through your onboarding form and website brief), and hosted and managed by Authentic AI.

The fee is $199 per month (excl. GST) when purchased alongside a Launch, Grow or Enterprise plan, or $249 per month (excl. GST) as a standalone service with no other plan. There is no setup fee for the website.

4.2 What the monthly fee includes

• Design and build of the website
• Hosting and the security certificate
• Connecting a domain that you already own
• Unlimited basic edits

A basic edit means changes to words, photographs, prices, business hours, service areas or contact details on a page that already exists. Basic edits are normally completed within one business day of the request.

4.3 What is not included

A new page designed from scratch, new features or functionality, integrations with other systems, e-commerce, search engine optimisation campaigns, and design or brand work are not basic edits. These are quoted separately and may be delivered under an Implementation Hour Pack or a Custom Build.

4.4 Domains

Domain names are registered and owned by you. We can connect a domain you own, but we do not purchase or hold domains on your behalf, and we are not responsible for a domain lapsing, being transferred, or failing to renew.

4.5 Your Responsibilities

You are responsible for the accuracy, lawfulness, and appropriateness of all information, content, claims, images, and materials you provide for use on your website, and you warrant that you have the rights to use them. You are responsible for reviewing and approving your website before it goes live and for ensuring its content complies with all applicable laws (including consumer, advertising, and industry-specific laws).

4.6 Ownership, Cancellation, and Optional Buy-Out

While the website add-on is active, the website is hosted and managed by Authentic AI, and Authentic AI (and its licensors) retains ownership of the website, the underlying platform, templates, code, and design system. You retain ownership of your own content and business information supplied by you — your text, your photographs and your logo.

The website add-on has no lock-in and may be cancelled in accordance with Section 12.2. On cancellation, unless a buy-out has been completed, the hosted website is deactivated at the end of the paid period.

Optional buy-out — $1,000 one-off (excl. GST). If you wish to take ownership of your website and move it to hosting you control, you may purchase an optional one-off buy-out for $1,000 (excl. GST). A buy-out is an optional purchase of an asset; it is not a cancellation fee, and no buy-out is payable if you simply cancel the add-on.

A buy-out becomes available once the website add-on has been active and paid for six (6) consecutive months.

On payment in full of the buy-out fee and any outstanding amounts on your account, you receive:

• a complete copy of your website as it stands on the day it is handed over — every page as standard web files that can be hosted with any provider, with no ongoing licence, subscription or platform required;
• the underlying source code, on request, provided to a code repository you control, if you would prefer to hand the site to your own developer; and
• reasonable assistance putting it online with a host of your choosing and pointing your domain at it.

You do not receive the Authentic AI platform, its source code, hosting, support, updates, backups, or any ongoing service. The buy-out covers the website as it stands on the day it is handed over, and nothing continuing.

What changes on hand-over. You will be told these in writing before completion: the website's enquiry form is repointed to email you directly, because it no longer connects to your Authentic AI account; any link that resolved through Authentic AI's systems, such as a review link, is replaced with your own; and the website stops receiving any updates from that point. Once handed over, hosting, security, updates and everything else about the website become your responsibility.

5. Acceptable Use and Communications Compliance

5.1 Prohibited Conduct

You agree not to use the Services to: engage in any illegal, fraudulent, or deceptive activities; distribute malware, viruses, or malicious code; infringe the intellectual property, privacy, or other rights of any third party; attempt to gain unauthorised access to, disrupt, or compromise the Services or our infrastructure; or reverse engineer, decompile, disassemble, or otherwise attempt to discover the source code of the Services.

5.2 Telecommunications and Messaging Compliance

When using our communication tools (SMS, voice, email), you must strictly comply with all applicable telecommunications and privacy laws and industry guidelines, including but not limited to:

• The Spam Act 2003 (Cth): you must obtain express or inferred consent before sending commercial electronic messages, identify yourself as the sender, and include a functional unsubscribe/opt-out facility.
• Sender identification and carrier acceptable-use rules: you must comply with the acceptable-use policies of the underlying carriers and messaging providers, including any registration or sender-identification requirements.
• Do Not Call Register Act 2006 (Cth): you must not contact numbers listed on the Do Not Call Register without the required consent.

5.3 SMS Gateways and Delivery

Some messaging may be delivered through third-party SMS gateways (including SIM-based gateways). You acknowledge that: message delivery is not guaranteed and depends on carriers and third-party providers; messaging must not be used for unsolicited bulk messaging or any conduct likely to breach the Spam Act or trigger carrier filtering; and Authentic AI may, acting reasonably, throttle, suspend, or disable messaging that risks number or account bans, carrier action, or breach of law. You remain responsible for compliance under Section 5.2 regardless of the delivery method.

5.4 Call Recording

If you use the Services to record telephone calls or Voice AI interactions, you are solely responsible for complying with all applicable state and federal surveillance and listening-device laws, including obtaining any necessary consent prior to recording.

5.5 Enforcement

Authentic AI reserves the right to immediately suspend or terminate your account, without refund, if we determine, acting reasonably, that you have violated this Section 5.

6. Artificial Intelligence Disclaimer

6.1 Nature of AI Outputs

The Services utilise advanced artificial intelligence, machine learning, and large language models ("AI Systems") to generate text, voice, workflows, and other outputs ("AI Outputs"), and to take actions on your instruction (such as sending messages, updating records, or triggering workflows). You acknowledge that AI Systems are probabilistic and may occasionally produce AI Outputs or take actions that are inaccurate, incomplete, inappropriate, or not suitable for your specific use case.

6.2 Your Control and Responsibility

You are responsible for configuring the Services, for the instructions you give the AI (including by voice), and for reviewing and approving AI Outputs and AI-actioned tasks before relying on them, publishing them, or delivering them to your end-users. You are responsible for putting in place appropriate review and safeguards for automated actions (such as sending invoices, contracts, or messages).

6.3 No Liability for AI Outputs

Authentic AI makes no warranties or representations regarding the accuracy, reliability, or suitability of any AI Outputs or AI-actioned tasks. To the maximum extent permitted by law, Authentic AI shall have no liability for any claims, losses, or damages arising from your use of or reliance on AI Outputs or automated actions, including incorrect information provided by Voice AI agents to your customers.

7. Data Ownership and Intellectual Property

7.1 Client Data

As between the parties, you retain all right, title, and interest in and to the data, information, and content you upload, submit, or process through the Services ("Client Data"). You grant Authentic AI a worldwide, non-exclusive, royalty-free licence to host, copy, transmit, and display Client Data solely as necessary for us to provide the Services to you, and to improve our AI models in an aggregated and anonymised format.

7.2 Authentic AI Intellectual Property

Authentic AI (and its licensors) retains all right, title, and interest in and to the Services, including all software, code, algorithms, user interfaces, designs, workflows, automation templates, snapshots, website templates, AI configurations, documentation, and branding. Nothing in this Agreement grants you any ownership rights in the Services, except as expressly provided under Section 4.6.

7.3 Feedback

If you provide us with any suggestions, feedback, or ideas regarding the Services, you grant us a perpetual, irrevocable, royalty-free licence to use and incorporate such feedback into our products and services without obligation to you.

8. Data Backup and Recovery Limitations

While Authentic AI implements regular system-level backups for disaster-recovery purposes, we do not offer a dedicated data-backup service for individual Client Data. You are solely responsible for maintaining independent backups of your Client Data. In the event of data loss, Authentic AI will use commercially reasonable efforts to restore data from our system backups; however, we do not guarantee that any specific Client Data can be recovered, and we shall not be liable for any loss, destruction, alteration, or corruption of Client Data beyond our reasonable recovery measures.

9. Third-Party Services and Integrations

The Services may integrate with, or allow you to connect to, third-party applications, APIs, SMS gateways, email providers, voice infrastructure, payment processors, and analytics tools ("Third-Party Services"). Authentic AI does not endorse, control, or assume responsibility for any Third-Party Services. Your use of Third-Party Services is governed solely by the terms and privacy policies of those providers. Authentic AI is not liable for any service interruptions, data breaches, or damages caused by the acts or omissions of any Third-Party Service provider.

10. Limitation of Liability

10.1 Exclusion of Indirect Damages

To the maximum extent permitted by applicable law, in no event shall Authentic AI, its directors, employees, partners, agents, or suppliers be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, revenue, data, business interruption, or goodwill, arising out of or in connection with your use of or inability to use the Services.

10.2 Liability Cap

To the maximum extent permitted by applicable law, Authentic AI's total aggregate liability arising out of or relating to this Agreement, whether in contract, tort (including negligence), or otherwise, shall be strictly limited to the total amount of Subscription Fees actually paid by you to Authentic AI in the three (3) months immediately preceding the event giving rise to the claim.

10.3 Australian Consumer Law

Nothing in this Agreement excludes, restricts, or modifies any guarantee, right, or remedy implied or imposed by the Australian Consumer Law (ACL) which cannot lawfully be excluded, restricted, or modified. If the ACL applies, our liability for a breach of a non-excludable guarantee is limited, at our option, to supplying the Services again or paying the cost of having the Services supplied again.

11. Indemnification

You agree to defend, indemnify, and hold harmless Authentic AI, its affiliates, and their respective officers, directors, employees, and agents from and against any and all claims, damages, obligations, losses, liabilities, costs, or debt, and expenses (including but not limited to legal fees) arising from: (1) your use of and access to the Services; (2) your violation of any term of this Agreement; (3) your violation of any third-party right, including privacy, intellectual property, or telecommunications rights; (4) your violation of any applicable law, rule, or regulation, including the Spam Act 2003 (Cth) and privacy laws; (5) any claim that your Client Data or website content caused damage to a third party; or (6) any claims brought by your end-users or customers relating to your use of the Services or AI Outputs.

12. Term and Termination

12.1 Term

This Agreement commences on the date you first accept it and continues until all subscriptions and add-ons hereunder have expired or been terminated.

12.2 Termination by You (No Lock-In)

There is no lock-in contract and no minimum term on the plans. You may cancel your subscription and any add-ons at any time, by written notice to us or through your account settings, on 30 days' notice.

Your 30 days' notice runs from the day we receive it. Your service continues, and is billed as normal, through the notice period. Where the notice period ends part-way through a billing cycle, that final cycle is billed in full and your access continues to the end of it. No pro-rata refunds are provided.

Metered usage incurred during the notice period is billed as normal.

12.3 Termination by Authentic AI

We may suspend or terminate your account and access to the Services immediately, without prior notice or liability, if: you breach any material term of this Agreement (including failure to pay fees); you engage in prohibited conduct or violate the acceptable-use provisions; we are required to do so by law or a regulatory authority; or we discontinue the Services entirely.

12.4 Effect of Termination

Upon termination, your right to use the Services will immediately cease, and any hosted website provided under Section 4 will be deactivated (unless a buy-out under Section 4.6 has been completed). We reserve the right to delete your Client Data from our active systems thirty (30) days after termination, and you are responsible for exporting your data prior to termination. Sections 6, 7, 10, 11, and any accrued payment obligations shall survive termination.

13. General Provisions

13.1 Governing Law and Jurisdiction

This Agreement is governed by and construed in accordance with the laws of the State of Queensland, Australia, without regard to its conflict-of-law provisions. Any legal action or proceeding arising under this Agreement will be brought exclusively in the federal or state courts located in Queensland, and the parties irrevocably consent to the personal jurisdiction and venue therein.

13.2 Force Majeure

Authentic AI shall not be liable for any failure or delay in performance under this Agreement due to circumstances beyond our reasonable control, including acts of God, natural disasters, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, strikes, network-infrastructure failures, or shortages of transportation, facilities, fuel, energy, labour, or materials.

13.3 Amendments and Pricing Changes

We reserve the right, at our sole discretion, to modify or replace these Terms, or to change plan pricing, at any time. If a revision to these Terms is material, or where required for a price change to an existing subscription, we will provide at least 30 days' notice prior to the change taking effect. By continuing to access or use the Services after those revisions become effective, you agree to be bound by the revised terms.

13.4 Severability and Waiver

If any provision of this Agreement is held to be invalid or unenforceable by a court, the remaining provisions will remain in effect. Our failure to enforce any right or provision will not be considered a waiver of those rights.

13.5 Entire Agreement

This Agreement, along with our Privacy Policy and any executed order forms, constitutes the entire agreement between us regarding the Services, and supersedes any prior agreements regarding the Services.

Contact Information

If you have any questions about these Terms, please contact us at:

Email: info@authenticai.com.au