Terms of Service
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Welcome to FirstLine AI. These Terms of Service (“Terms”) govern your use of our AI chatbot services and website. By accessing or using FirstLine AI, you agree to be bound by these Terms.
1. Acceptance of Terms
By registering for, accessing, or using FirstLine AI services, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree to these Terms, you may not use our services.
These Terms constitute a legally binding agreement between you (either an individual or a legal entity) and FirstLine AI Pty Ltd (ABN: [Your ABN]) (“FirstLine AI”, “we”, “us”, or “our”).
2. Description of Service
FirstLine AI provides artificial intelligence-powered chatbot services designed to help Australian businesses:
• Engage with website visitors 24/7
• Capture and qualify leads automatically
• Answer customer questions in real-time
• Schedule appointments and consultations
• Integrate with existing business tools and CRM systems
Our services include:
• AI chatbot configuration and customization
• Website integration and deployment
• Ongoing training and optimization
• Analytics and reporting
• Customer support and maintenance
3. Eligibility and Account Registration
3.1 Eligibility
You must be at least 18 years old and have the legal capacity to enter into binding contracts to use our services. By using FirstLine AI, you represent and warrant that you meet these requirements.
3.2 Business Use
FirstLine AI services are intended for business use only. You represent that you are using our services on behalf of a legitimate business entity.
3.3 Account Registration
To access certain features, you must create an account by providing:
• Accurate and complete business information
• Valid contact details
• Payment information (for paid plans)
3.4 Account Security
You are responsible for:
• Maintaining the confidentiality of your account credentials
• All activities that occur under your account
• Notifying us immediately of any unauthorized access
• Ensuring your account information remains current and accurate
4. Subscription Plans and Billing
4.1 Subscription Plans
FirstLine AI offers multiple subscription tiers:
• Starter Plan: $150 AUD per month
• Professional Plan: $250 AUD per month
• Enterprise Plan: $400 AUD per month
Plan details, features, and pricing are available at firstlineai.au/pricing and may be updated from time to time.
4.2 Billing Cycle
• Subscriptions are billed monthly in advance
• Billing occurs on the same day each month as your initial subscription date
• All fees are in Australian Dollars (AUD) unless otherwise stated
4.3 Payment Methods
We accept payment via:
• Credit card (Visa, Mastercard, American Express)
• Debit card
• Direct debit (Enterprise plans)
4.4 Automatic Renewal
Your subscription will automatically renew at the end of each billing period unless you cancel before the renewal date. You authorize us to charge your payment method for renewal fees.
4.5 Price Changes
We reserve the right to modify our pricing with 30 days’ written notice. Price changes will take effect at your next billing cycle. Continued use of the service after a price change constitutes acceptance of the new pricing.
4.6 Taxes
All fees are exclusive of applicable taxes (including GST). You are responsible for paying all taxes associated with your use of our services.
4.7 Overages
If you exceed your plan’s conversation limit:
• We will notify you via email before you reach your limit
• You may upgrade to a higher plan (prorated billing applies)
• Additional conversations may be purchased at $0.20 AUD per conversation
• We will not interrupt service without prior notice
4.8 Refunds
• 14-day money-back guarantee for new customers
• Refunds are prorated for annual subscriptions if cancelled mid-term
• No refunds for monthly subscriptions after the first 14 days
• Setup fees (if any) are non-refundable
• Refunds are processed within 10 business days
5. Free Trial and Consultation
5.1 Free Consultation
We offer a free initial consultation to discuss your business needs. This consultation does not obligate you to purchase our services.
5.2 Trial Period
New customers receive a 14-day evaluation period during which you may cancel for a full refund if our service does not meet your expectations.
5.3 Trial Limitations
• One trial per business entity
• Valid payment method required
• Full access to selected plan features during trial
6. Acceptable Use Policy
6.1 Permitted Use
You may use FirstLine AI services only for lawful business purposes in compliance with all applicable laws and regulations.
6.2 Prohibited Activities
You agree NOT to:
• Use the service for any illegal, fraudulent, or unauthorized purpose
• Violate any Australian or international laws or regulations
• Infringe on intellectual property rights of others
• Transmit viruses, malware, or harmful code
• Attempt to gain unauthorized access to our systems
• Reverse engineer, decompile, or disassemble our software
• Use the service to harass, abuse, or harm others
• Collect or store personal data in violation of privacy laws
• Resell or redistribute our services without authorization
• Use automated systems to access the service excessively
• Impersonate any person or entity
• Interfere with or disrupt our services or servers
6.3 Content Restrictions
You may not use FirstLine AI to create chatbots that:
• Promote illegal activities or products
• Contain hate speech, discrimination, or harassment
• Distribute spam or unsolicited commercial messages
• Violate privacy rights or data protection laws
• Impersonate government agencies or officials
• Provide medical, legal, or financial advice without proper disclaimers
• Engage in deceptive or misleading practices
6.4 Enforcement
We reserve the right to:
• Monitor use of our services for compliance
• Investigate suspected violations
• Suspend or terminate accounts that violate these Terms
• Report illegal activities to law enforcement
• Cooperate with legal investigations
7. Intellectual Property Rights
7.1 FirstLine AI Property
All rights, title, and interest in FirstLine AI services, including:
• Software, algorithms, and AI models
• Website design and content
• Trademarks, logos, and branding
• Documentation and training materials
• Analytics and reporting tools
remain the exclusive property of FirstLine AI and our licensors.
7.2 Your Content
You retain all rights to:
• Your business information and data
• Content you provide for chatbot training
• Customer conversations and interactions
• Your branding and intellectual property
7.3 License to Your Content
By using our services, you grant FirstLine AI a limited, non-exclusive, worldwide license to:
• Use your content to provide and improve our services
• Store and process your data on our servers
• Display your content through the chatbot interface
• Create aggregated, anonymized analytics
This license terminates when you delete your content or close your account.
7.4 Feedback
If you provide suggestions, ideas, or feedback about our services, you grant us the right to use this feedback without compensation or attribution.
8. Data Privacy and Security
8.1 Privacy Policy
Our collection and use of personal information is governed by our Privacy Policy, available at firstlineai.au/privacy-policy.
8.2 Data Security
We implement industry-standard security measures including:
• 256-bit SSL encryption
• Secure data centers in Australia
• Regular security audits
• Access controls and authentication
• Automatic backups
8.3 Your Responsibilities
You are responsible for:
• Ensuring your chatbot complies with privacy laws
• Obtaining necessary consents from your customers
• Providing appropriate privacy notices
• Handling customer data requests (access, deletion, etc.)
• Complying with Australian Privacy Principles
8.4 Data Breach Notification
We will notify you within 72 hours of becoming aware of any data breach that affects your account or customer data.
9. Service Level and Support
9.1 Service Availability
We strive to maintain 99.9% uptime but do not guarantee uninterrupted service. Scheduled maintenance will be announced in advance when possible.
9.2 Support
Support is provided according to your subscription plan:
• Starter: Email support (24-hour response time)
• Professional: Priority email and live chat
• Enterprise: Dedicated account manager and 24/7 phone support
9.3 Service Modifications
We reserve the right to:
• Modify or discontinue features with reasonable notice
• Perform maintenance and updates
• Improve and enhance our services
10. Termination
10.1 Termination by You
You may cancel your subscription at any time by:
• Logging into your account dashboard
• Contacting our support team
• Providing written notice
Cancellation takes effect at the end of your current billing period.
10.2 Termination by Us
We may suspend or terminate your account if:
• You violate these Terms
• Your payment fails or account is past due
• You engage in fraudulent or illegal activity
• We discontinue the service (with 60 days’ notice)
10.3 Effect of Termination
Upon termination:
• Your access to the service will cease
• Your chatbot will be deactivated
• You may export your data within 30 days
• We may delete your data after 30 days
• Outstanding fees remain due and payable
10.4 Data Export
You may request a data export before termination. We provide data in standard formats (CSV, JSON) within 7 business days.
11. Warranties and Disclaimers
11.1 Service Warranty
We warrant that our services will perform substantially as described in our documentation when used as intended.
11.2 Disclaimer of Warranties
EXCEPT AS EXPRESSLY PROVIDED, OUR SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO:
• Warranties of merchantability
• Fitness for a particular purpose
• Non-infringement
• Accuracy or reliability of results
• Uninterrupted or error-free operation
11.3 AI Limitations
You acknowledge that:
• AI technology may produce inaccurate or inappropriate responses
• You are responsible for reviewing and approving chatbot responses
• We do not guarantee specific business results or ROI
• The chatbot should not replace human judgment for critical decisions
12. Limitation of Liability
12.1 Liability Cap
TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR TOTAL LIABILITY FOR ANY CLAIMS ARISING FROM OR RELATED TO THESE TERMS OR OUR SERVICES SHALL NOT EXCEED THE AMOUNT YOU PAID US IN THE 12 MONTHS PRECEDING THE CLAIM.
12.2 Excluded Damages
WE SHALL NOT BE LIABLE FOR:
• Indirect, incidental, or consequential damages
• Lost profits, revenue, or business opportunities
• Loss of data or information
• Cost of substitute services
• Damages arising from third-party actions
12.3 Exceptions
Nothing in these Terms excludes or limits liability for:
• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Violations of consumer protection laws
• Other liability that cannot be excluded under Australian law
13. Indemnification
You agree to indemnify, defend, and hold harmless FirstLine AI, its officers, directors, employees, and agents from any claims, damages, losses, liabilities, and expenses (including legal fees) arising from:
• Your use of our services
• Your violation of these Terms
• Your violation of any laws or regulations
• Your violation of third-party rights
• Content you provide or chatbot responses you approve
• Your customers’ use of your chatbot
14. Third-Party Services and Integrations
14.1 Third-Party Integrations
Our services may integrate with third-party platforms (CRMs, email marketing, etc.). Your use of these integrations is subject to their respective terms of service.
14.2 No Endorsement
We do not endorse or assume responsibility for third-party services, and we are not liable for any issues arising from their use.
14.3 API Usage
If you use our API:
• You must comply with our API documentation
• Rate limits and usage restrictions apply
• We may modify or discontinue API access with notice
15. Confidentiality
15.1 Confidential Information
Both parties agree to protect confidential information disclosed during the business relationship, including:
• Business strategies and plans
• Technical information and trade secrets
• Customer data and analytics
• Pricing and financial information
15.2 Exceptions
Confidential information does not include information that:
• Is publicly available
• Was known prior to disclosure
• Is independently developed
• Is required to be disclosed by law
16. Dispute Resolution
16.1 Governing Law
These Terms are governed by the laws of Victoria, Australia, without regard to conflict of law principles.
16.2 Jurisdiction
You agree to submit to the exclusive jurisdiction of the courts of Victoria, Australia for resolution of any disputes.
16.3 Informal Resolution
Before initiating formal proceedings, you agree to contact us at legal@firstlineai.au to attempt to resolve the dispute informally.
16.4 Mediation
If informal resolution fails, both parties agree to attempt mediation before pursuing litigation.
17. General Provisions
17.1 Entire Agreement
These Terms, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and FirstLine AI regarding our services.
17.2 Amendments
We may modify these Terms at any time by:
• Posting updated Terms on our website
• Notifying you via email
• Providing 30 days’ notice for material changes
Continued use after changes constitutes acceptance of modified Terms.
17.3 Severability
If any provision of these Terms is found to be unenforceable, the remaining provisions will remain in full effect.
17.4 Waiver
Our failure to enforce any right or provision does not constitute a waiver of that right or provision.
17.5 Assignment
You may not assign or transfer these Terms without our written consent. We may assign these Terms to any successor or affiliate.
17.6 Force Majeure
We are not liable for delays or failures in performance resulting from circumstances beyond our reasonable control, including natural disasters, war, terrorism, labor disputes, or internet service failures.
17.7 Survival
Provisions that by their nature should survive termination (including intellectual property, liability limitations, and dispute resolution) will continue after termination.
18. Contact Information
For questions about these Terms of Service, please contact us:
Firstline Corporation Pty Ltd trading as FirstLine AI
Email: legal@firstlineai.au
Support: support@firstlineai.au
Website: firstlineai.au
Phone: +61 412 210998
Address: Suite 821, 585 Little Collins Street
Melbourne VIC 3000
Australian Business Number (ABN):90 086 391 157
19. Acknowledgment
BY USING FIRSTLINE AI SERVICES, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THESE TERMS OF SERVICE.