FIRSTLINE AI

BUSINESS-TO-BUSINESS SERVICES AGREEMENT

FirstLine AI Enterprise Platform

Version 4.3 · Effective Date: 3 October 2026

PART A: GENERAL TERMS APPLICABLE TO ALL SERVICES

1. Contract Structure and Parties

1.1 The Parties

This Agreement is entered into between Firstline Corporation Pty Ltd trading as FirstLine AI (ABN 90 086 391 157), of Suite 821, 585 Little Collins Street, Melbourne VIC 3000 (“FirstLine AI”, “we”, “us”, “our”) and the business registering an account through our customer billing portal (“Customer”, “you”, “your”).

1.2 Business-to-Business Agreement

You confirm that you are acquiring the Services for the purposes of carrying on a business, trade or profession and that you are entering into this Agreement in your capacity as a business customer.

Both parties acknowledge that this is a commercial business-to-business arrangement. Each party has had the opportunity to review the Services, pricing and terms of this Agreement and to obtain independent professional advice if it considers that appropriate.

You acknowledge that you have read and understood this Agreement and that, before accepting it, you have had a reasonable opportunity to ask questions about the Services, pricing and terms.

Nothing in this Agreement is intended to exclude, restrict or modify any right or remedy under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.

1.3 Service Modules

We provide two enterprise services, each ordered, provisioned and billed separately:

• the AI Chatbot Service (governed by Part C and Section 1 of the Schedule); and
• the Phone Answering Service (governed by Part B and Section 2 of the Schedule).

1.4 Services in Development

Services or features that we describe as “Coming” or “in development” are not offered for sale. They cannot be ordered, and this Agreement does not apply to them until we release them. Registering interest in them does not create any agreement or obligation.

1.5 Incorporation of Policies

Our Privacy Policy and Cookie Policy form part of this Agreement.

2. Execution and Onboarding

2.1 Acceptance

This Agreement becomes a legally binding contract when you complete the onboarding process in our customer billing portal.

2.2 How You Accept

You accept this Agreement when you:

• select your plan in our ordering system;
• provide valid billing details, which are tokenised by our authorised payment processor; and
• tick the unticked checkbox stating:

“I confirm that I am authorised to enter into this Agreement on behalf of the business, have had a reasonable opportunity to review and ask questions about the Agreement, and agree to the FirstLine AI Business-to-Business Services Agreement.”

By accepting the Agreement, the person completing the onboarding process confirms that they are authorised to enter into the Agreement on behalf of the Customer.

Before accepting this Agreement, you may contact us with questions about the Services, pricing or these Terms.

3. Subscriptions, Billing and Renewals

3.1 Month-to-Month Term

All Services are supplied month to month (each a “Billing Month”). There is no minimum term.

3.2 Recurring Payment Authority

You authorise us to charge your tokenised credit or debit card through our authorised payment processor. This authority continues until this Agreement ends and all amounts properly owing are paid.

We charge:

• in advance, the monthly fee for your plan on each Next Due Date; and
• in arrears, any usage above your plan’s included allowance in the preceding Billing Month.

3.3 Renewal Reminder and Invoices

We email you a reminder of your upcoming renewal at least 7 days before the cancellation deadline in clause 4.1, and an itemised invoice 14 days before your Next Due Date, so you can review fees and usage before payment is taken.

3.4 Failed Payments

If a payment fails, our billing system will retry it. We will contact you before taking further action.

If an account is more than 7 days past due, we may suspend the Services until payment is made.

Fees properly incurred up to the date of suspension or termination remain payable.

3.5 No Surcharges

We do not charge card surcharges or pass on payment processing costs.

3.6 Price Changes

We may change plan prices or usage charges by giving you at least 30 days’ notice by email. If you do not accept a change, you may cancel before it takes effect. The notice period in clause 4 does not apply to a cancellation made under this clause, and you will not be charged the new price.

4. Cancellation: 14 Days’ Notice

4.1 Notice Period

To stop your Service renewing, you must cancel at least 14 days before your Next Due Date.

4.2 How to Cancel

The quickest way to cancel is the “Request Cancellation” button in the customer billing portal, which records your request immediately.

You may also cancel by email to contact@firstlineai.au or by phone on 0412 210 998.

We confirm every cancellation by email.

For the 14-day notice period, a request made by email or phone counts from the time we receive it. We may contact you to confirm that a request came from you.

4.3 When Cancellation Takes Effect

• Notice of 14 days or more: The Service does not renew. It remains active until your Next Due Date, when it ends and any final usage charges are billed.
• Notice of less than 14 days: You will be billed for one further Billing Month on your Next Due Date. The Service remains active until the end of that Billing Month, when it ends.

4.4 No Pro-Rata Refunds

Except where this Agreement expressly provides otherwise or where required by law, we do not provide refunds or credits for unused time or unused allowances within a Billing Month.

5. Your Responsibilities

5.1 You are responsible for:

• providing accurate and up-to-date information about your business, and telling us promptly about material changes to it;
• ensuring you have the right to provide the information and content you give us, and to forward your phone calls to us;
• complying with the laws that apply to your business and your use of the Services;
• not using the Services for any unlawful, misleading or harmful purpose;
• any notices or consents your business needs to give its customers, callers or website visitors, beyond the notice our phone assistant gives at the start of every call that it is AI and that the call is transcribed;
• reviewing important information, leads, messages and summaries provided by the Services; and
• how you act on that information.

5.2 Sensitive Information

If your business is likely to receive sensitive information (for example health information), you must tell us before using a Service. We may decline to provide the Service.

We do not currently provide the Phone Answering Service to health-sector businesses.

6. Limits of Artificial Intelligence

6.1 Errors

Our Services use large language models and automated speech and language processing.

AI can produce responses that are inaccurate or incomplete, or misunderstand what a person says. You are responsible for checking important information before relying on it.

6.2 No Professional Advice

The Services do not provide legal, medical or financial advice.

7. Intellectual Property and Your Data

7.1 Our Intellectual Property

Our software, AI configurations, customer portal integrations, code, documentation and telephony systems remain our property.

7.2 Your Data

You keep ownership of the business information, content and branding you provide and the conversation records the Services produce for you.

You grant us a limited, non-exclusive licence to host, process and use that data to provide the Services to you.

7.3 Use of Data for Improvement

AI Chatbot Service: You authorise us to use chatbot conversation records, in de-identified form, to improve our services and to produce aggregated statistics.

Phone Answering Service: We do not use your call transcripts or summaries to train AI models or to improve our services. Our voice service providers may use de-identified call data to improve their own services, as their terms permit.

8. Confidentiality

8.1

Each party must keep the other’s confidential information confidential and use it only for this Agreement.

This does not apply to information that is public, or that must be disclosed by law.

Either party may share confidential information with its advisers, and with service providers who need it to provide the Services, if they are bound to keep it confidential.

9. Liability, Guarantees and Indemnity

9.1 Liability Cap

To the maximum extent permitted by law, and subject to clause 9.3, our total liability for all claims arising out of or in connection with this Agreement, whether in contract, tort (including negligence) or otherwise, is limited to the greater of:

• the fees you paid us in the 12 months before the event giving rise to the claim; and
• A$500.

9.2 Indirect Loss

To the maximum extent permitted by law, we are not liable for indirect or consequential loss, or for loss of revenue, profit or anticipated savings, except to the extent that such liability cannot lawfully be excluded or limited.

9.3 Australian Consumer Law

Nothing in this Agreement excludes, restricts or modifies any right or remedy under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.

To the extent permitted by section 64A of the Australian Consumer Law, our liability for failure to comply with a consumer guarantee relating to the Services is limited to supplying the Services again or paying the cost of having the Services supplied again.

9.4 Indemnity

You indemnify us against third-party claims, regulatory penalties and legal costs arising directly from:

• unlawful, defamatory or inaccurate information in the material you provide for the Services; or
• your failure to comply with privacy or other laws that apply to your communications with your customers.

Your liability under this clause is reduced to the extent that our negligence or wilful misconduct contributed to the loss.

10. Suspension and Termination

10.1 Suspension

We may suspend a Service immediately if we reasonably believe it is being used unlawfully, is causing harm to others, or poses a security risk.

We will tell you promptly and explain why.

Suspension for non-payment is covered by clause 3.4.

10.2 Termination for Breach

Either party may end this Agreement, or a Service, by written notice if the other party materially breaches it and does not fix the breach within 14 days of being asked to.

If a breach cannot be fixed, the notice can take effect immediately.

10.3 Ending a Service Ourselves

We may stop providing a Service by giving you at least 30 days’ written notice.

If we do, we will refund any fees you have paid in advance for the period after the Service ends.

Where reasonably practicable, we will provide reasonable assistance to facilitate the transition away from the Service.

10.4 After Termination

Fees properly owing up to termination remain payable.

Clauses 6, 7, 8, 9, 14 and 15 continue to apply after termination.

11. Events Beyond Our Control

11.1

Neither party is liable for delay or failure caused by events beyond its reasonable control.

Those events include outages of telecommunications networks, the internet, or our service providers.

If a Service is unavailable for more than 14 consecutive days because of such an event, you may cancel that Service immediately, without the notice period in clause 4.

12. Changes to These Terms

12.1 Changes to These Terms

We may make reasonable changes to these Terms by giving you at least 30 days’ notice by email.

If a change materially disadvantages you, you may cancel the affected Service before the change takes effect without being charged for any period after the change takes effect.

We may make changes with shorter notice where reasonably necessary to comply with law, regulation or a requirement of a regulator, or where the change does not materially disadvantage you.

Price changes are dealt with separately under clause 3.6.

13. Notices

13.1 Notices to Us

Email contact@firstlineai.au, or post to PO Box 235, Doncaster VIC 3108.

For how to cancel, see clause 4.2.

13.2 Notices to You

We send notices to the email address on your account.

13.3 Receipt

An email notice is received when it arrives in the recipient’s mailbox.

14. General

Entire Agreement

This Agreement, including the Privacy Policy and Cookie Policy, is the whole agreement between us about the Services.

Severability

If any part of it is unenforceable, that part is removed and the rest continues.

No Waiver

A failure to enforce a right is not a waiver of it.

Transfer

Either party may transfer this Agreement as part of a sale or transfer of substantially all of its business or assets, provided the transferee assumes that party’s obligations under this Agreement.

Otherwise, neither party may transfer this Agreement without the other party’s written consent, which must not be unreasonably withheld or delayed.

Governing Law

This Agreement is governed by the laws of Victoria, Australia.

Both parties submit to the exclusive jurisdiction of the courts of Victoria.

15. Complaints and Dispute Resolution

15.1 Raising an Issue

If you have a complaint, concern or other issue relating to the Services, please contact FirstLine AI using the contact details provided in the account portal or on our website. We will consider the matter and, where appropriate, work with you to resolve it.

If the matter cannot be resolved, either party may use the dispute resolution process in this clause.

15.2 Notice of Dispute

If a dispute arises out of or in connection with this Agreement, the party claiming that a dispute exists must give the other party written notice setting out the nature of the dispute and the outcome sought.

15.3 Good Faith Discussion

The parties must first attempt in good faith to resolve the dispute through direct discussion between representatives with authority to resolve the matter. The parties should make reasonable efforts to resolve the dispute within 14 days after the notice is given.

15.4 Mediation

If the dispute has not been resolved within 14 days, either party may propose that the dispute be referred to mediation. If both parties agree to mediation, they will agree on the mediator and the arrangements for the mediation, with the costs of the mediator shared equally unless otherwise agreed.

15.5 Legal Proceedings

Nothing in this clause prevents either party from seeking urgent interlocutory or injunctive relief, recovering an undisputed debt, or taking other action that is reasonably necessary to protect its rights. Subject to this clause, either party may commence legal proceedings in a court of competent jurisdiction.

15.6 Continuing Obligations

While a dispute is being dealt with under this clause, each party must continue to perform its obligations under this Agreement to the extent reasonably practicable, except for any obligation that is itself the subject of the dispute.

15.7 Rights Preserved

Nothing in this clause limits or excludes any right or remedy that cannot lawfully be limited or excluded, including any right or remedy under the Australian Consumer Law.

16. Definitions

• Agreement: these Terms, the Schedule, and the policies incorporated by clause 1.5.
• Services: the AI Chatbot Service and the Phone Answering Service, or either of them.
• Caller: a person who calls a number answered by the Phone Answering Service.
• Visitor: a person who uses a chatbot provided through the AI Chatbot Service.
• Billing Month and Next Due Date: as set out in clause 3.
• Conversation: as defined in clause 21.1.
• Answered Call Time: as described in clause 17.2.
• Premium Plan: the highest plan for a Service, as described in the Schedule.
• Sensitive information: has the meaning given in the Privacy Act 1988 (Cth).
• Business day: a weekday other than a public holiday in Victoria.

PART B: PHONE ANSWERING SERVICE

17. How the Service Works and What Is Included

17.1 The Service

When you forward your business calls to the FirstLine number we provide, an AI assistant answers them on your behalf.

Calls are transcribed as they take place, and messages and summaries are sent to you.

17.2 Charging

Plans are measured by Answered Call Time, calculated to the second.

Calls lasting less than 15 seconds are not counted.

17.3 Calls Are Never Cut Off

Calls are not cut off if you exceed your plan’s included minutes.

The assistant continues to answer, and the extra minutes are charged as usage on your next invoice.

18. Setup and Start of Billing

18.1 Payment at Order

The first monthly fee for the Phone Answering Service is charged when you order, so that setup can begin.

18.2 Setup Period

Your first Billing Month and included minutes start 7 days after your order, to allow for number provisioning and setup.

18.3 Delayed Activation

If the Service becomes active more than 7 days after your order because of setup or carrier delays, we move your Next Due Date forward by the number of days of delay, so you receive a full Billing Month from the date the Service became active.

No adjustment is made if the Service becomes active within 7 days.

19. Your Telephone Obligations

19.1 Call Forwarding

You are responsible for setting up, maintaining and paying for call forwarding from your business lines to the FirstLine number.

We are not responsible for calls lost because of forwarding or carrier settings on your lines.

19.2 After Cancellation

When the Service ends, we stop answering calls to the FirstLine number, which remains ours.

You must remove call forwarding from your business lines.

We are not responsible for calls missed because forwarding was left in place.

20. Emergencies

20.1

The Phone Answering Service is not an emergency service.

If a caller describes an emergency, the assistant tells them to hang up and call 000.

It cannot transfer calls or contact emergency services.

You must not promote your forwarded number as a way to reach you in an emergency.

PART C: AI CHATBOT SERVICE

21. Conversations and Website Code

21.1 Conversation

A “Conversation” is a single chat session between a Visitor and the chatbot, starting with the first message.

It ends when the Visitor closes the browser tab, or after 30 minutes without a message.

21.2 Website Code After Termination

When the Service ends, the chatbot code on your website stops working.

You must remove it from your website.

We are not responsible for display problems caused by code left on your website after the Service ends.

22. 14-Day Free Trial

22.1 Card Verification

When you first order the AI Chatbot Service, your card is verified with a A$0.00 authorisation.

No fee is charged at that time.

22.2 Trial Period

Your 14-day free trial starts when your chatbot first answers a message on your website after we tell you it is live. We will email you the start date and the date of your first payment. The first monthly fee is charged on day 15. Clause 3.3 applies from your second payment.

22.3 Cancelling During the Trial

If you cancel before 11:59 pm Melbourne time on day 14 of your trial, you will not be charged the monthly fee, and the chatbot will be deactivated immediately.

22.4 If the Chatbot Is Not Launched

If your trial has not started within 30 days of your order, your order lapses and nothing is charged, unless the delay was caused by us, in which case we will extend this period.

SCHEDULE: PLANS AND PRICING

All prices are in Australian dollars and include GST.

Section 1: AI Chatbot Service

Additional Conversations: A$0.20 each, on all plans.

Section 2: Phone Answering Service

Additional minutes: A$0.49 a minute, charged per second of Answered Call Time, on all plans.

Included minutes reset each Billing Month and do not roll over.