Terms of Use

These terms govern your use of Aijency, including the Aijent widget, the dashboard, our integrations and everything related. By registering, ticking the acceptance box, or installing the widget, you agree to them. If you are acting for a business, you confirm you can bind that business. We record your acceptance with a timestamp against your email address.

Aijency provides a multi-tenant AI assistant platform that lets you:

• Put a conversational AI assistant on your website
• Qualify enquiries against criteria you set
• Book meetings through Google Calendar, Microsoft Outlook, Zoom, Google Meet or Microsoft Teams
• Send leads, notes and callback requests to HubSpot, Salesforce, Pipedrive or Zoho, to Slack, or to email
• Answer from a knowledge base you supply, including a product catalogue
• Manage all of it, and see your analytics, from a dashboard

Aijent Relay is a separate product for businesses without a CRM. It has its own price and its own capabilities, and these terms apply to it in full.

Give us accurate registration details, keep your credentials confidential, and tell us at info@aijency.ai if you think someone else has got into your account. You are responsible for what happens under it.

Use the service lawfully. You agree not to:

• Collect personal information from visitors without giving them proper notice and getting any consent the law requires
• Use it to interact with children under 18 without verifiable parental consent
• Deploy it for regulated advice, including financial, legal, medical or insurance advice, without appropriate human oversight and disclosure
• Reverse engineer or try to extract the underlying models or code
• Send spam, malicious code or harmful content through it
• Impersonate anyone deceptively
• Resell or white-label it without our written consent
• Interfere with the security or performance of the platform

We can suspend or terminate access immediately if we reasonably believe you have breached this section.

The service connects to Google, Microsoft, Zoom, HubSpot, Salesforce, Pipedrive, Zoho and Slack. When you connect one, you authorise us to act on your account within the permissions you grant, which are listed in full in our privacy policy. We are not responsible for those platforms’ own availability or conduct.

Our handling of personal information is governed by our privacy policy. You are the data controller for information collected through your widget. That makes you responsible for telling your visitors what is happening and obtaining any consent required, including under the Australian Privacy Act 1988 and the GDPR where it applies.

We keep all rights in the service. You keep ownership of your data and your knowledge base content, and grant us a limited licence to process it in order to provide the service. We may use your company logo to identify you as a customer, and will stop if you ask.

The service is provided as is and as available. We may carry out maintenance that briefly affects availability, with notice where practical. We do not offer a contractual uptime guarantee. Your rights under the Australian Consumer Law are not affected by that.

To the maximum extent the law allows, we are not liable for indirect, incidental, special or consequential loss, including lost revenue, lost data, lost opportunity or reputational harm. Our total liability will not exceed the fees you paid in the 12 months before the event that caused the claim.

Nothing here limits liability for fraud, wilful misconduct, or anything that cannot be excluded by law, including the consumer guarantees under the Australian Consumer Law.

You can cancel yourself from the Billing page in your dashboard. If you are on a negotiated plan, email us instead, because self-service cancellation is not available on those. Cancellation takes effect at the end of your current billing period and you keep access until then.

We may suspend or terminate immediately if you breach these terms, fail to pay, or if the law requires it.

These terms are governed by the laws of New South Wales, Australia, and disputes go to the courts of New South Wales, except where consumer protection law in your own jurisdiction says otherwise.

We will email active customers at least 14 days before a material change takes effect. Continuing to use the service after that date means you accept the updated terms. If you do not, close your account before the effective date.

This section covers the money. By completing signup you agree to it along with everything above.

13.1 Plans

Aijent is sold on three self-serve plans, Starter, Growth and Pro. Aijent Relay is a separate product on a single plan. We also agree negotiated plans directly with some customers, which may carry a different price, different limits, and a different billing frequency.

Self-serve plans are billed monthly in advance. Negotiated plans may be billed monthly, quarterly, every six months, or annually, as set out in your agreement. Where this section says month or monthly, read it as your billing period.

13.2 Renewal

Your billing period starts when your first payment is processed and renews on the same date. Subscriptions renew automatically until cancelled. You authorise us and our payment processor, Stripe, to charge your nominated payment method on each renewal.

13.3 Conversation allowances and overage

Your allowance resets on your billing date. A conversation counts towards the period it started in. Negotiated plans may have a different allowance and a different overage rate, set out in your agreement.

On every paid Aijent plan, your widget keeps working once you pass your allowance and the extra conversations are charged at the rate above. Overage is calculated at the end of your billing period and added to your next invoice.

We email you when you reach 50%, 75% and 90% of your allowance, so you are not surprised. You can see live usage on your dashboard at any time.

13.4 Prices and GST

Prices are in Australian dollars and exclude GST, which is added for Australian customers. Customers outside Australia are responsible for their own local taxes.

13.5 Free trial

The trial runs 14 days, takes no credit card, and charges you nothing.

• Who gets one. New customers on Starter, and new customers on Aijent Relay. Growth and Pro subscribe with a card at signup and do not have a trial. Negotiated plans do not have a trial.
• No card. We do not ask for payment details to start, and nothing is charged during the trial.
• What you get. The full product, with 200 conversations for the period. Some limits are lower during a trial than on the paid plan, currently 10 knowledge base documents, and 200 website pages read for Aijent or 100 for Relay.
• If you use all 200 conversations. Your widget stops replying for the rest of the trial. Start your paid subscription from the Billing page to bring it straight back.
• What happens on day 14. If you have not started a paid subscription, the trial simply ends and your widget stops. There is no card on file and nothing is charged, ever, automatically.
• Reminders. We email you about 7 days and about 1 day before your trial ends.
• Starting paid early. Choosing to subscribe during your trial ends the trial immediately and bills you that day for your first month. You give up the remaining trial days.
• One per business. Trials are for new customers. We reserve the right to decline a repeat trial.

13.6 Cancelling

Cancel from the Billing page whenever you like. Cancellation takes effect at the end of your current billing period and you keep access until then. There is no refund or pro-rata credit for the unused part of a period, except where the Australian Consumer Law requires one. If you are on a negotiated plan, email us to cancel.

13.7 Refunds

Subscription fees are not refundable, except where the Australian Consumer Law requires it, including where the service fails to meet a consumer guarantee. If you think something has gone wrong, email info@aijency.ai within 14 days of the charge and we will look at it properly.

13.8 Failed payments

If a payment fails, Stripe retries it over the following days and emails you. If it still cannot be collected, your subscription ends and your widget stops serving your site. Your data is kept for 45 days from that point, during which you can restart by adding a working payment method. After 45 days it is permanently deleted.

13.9 Changing plan

You can change plan at any time from the Billing page. Both upgrades and downgrades take effect immediately, and the difference is worked out and invoiced straight away rather than waiting for your next bill. If you downgrade, you move to the lower plan and its limits at once, with a credit for the part of the period you had already paid for at the higher price.

Plan changes are not available in the dashboard for Aijent Relay or for negotiated plans. Email us instead.

13.10 Payments

Payments are processed by Stripe, Inc. We never see or store your card details. By subscribing you also accept Stripe’s terms.

13.11 Discount codes

Where we issue a discount code, it can be applied at checkout when you subscribe with a card. Codes cannot be applied retrospectively, combined with other offers, or exchanged for cash, and unless we say otherwise a promotional price applies to the first billing period only. Codes cannot be applied during a no-card trial.

13.12 Billing disputes

If you think a charge is wrong, email info@aijency.ai within 30 days and we will investigate and respond within 10 business days. Please talk to us before raising a chargeback with your bank.

Aijency, Sydney, New South Wales, Australia. info@aijency.ai.