Terms of Service

 

Terms of Service

Last Updated: 25/11/2025

These Terms of Service ("Terms") govern your access to and use of iTeri.ai ("Service") provided by iTeri Pty Ltd ABN 57 662 920 238 ("iTeri", "we", "us", "our"). By accessing or using the Service, you agree to be bound by these Terms.

1. Definitions

  • "Customer" means the SaaS company that subscribes to the Service
  • "End Users" means your customers who interact with iTeri within your product
  • "Agent" means the AI agent software provided as part of the Service
  • "Configuration Portal" means the web-based interface for managing your Agent's settings
  • "Embedded Code" means the JavaScript snippet integrated into your product

2. Service Description

iTeri provides an embeddable AI agent that operates within your product interface to assist with customer success, onboarding, support, and feature adoption. The Service includes:

  • Access to the iTeri agent software
  • Configuration Portal for managing settings, knowledge base, and guardrails
  • Integration support and documentation
  • LLM inference routing (managed service or BYOT)

3. Account Registration and Responsibilities

3.1 Registration

To use the Service, you must:

  • Provide accurate company and contact information
  • Designate an authorized representative
  • Maintain the security of your account credentials
3.2 Your Responsibilities

You are responsible for:

  • All activity under your account
  • Ensuring your use complies with applicable laws
  • The content you provide (knowledge base, guardrails, configurations)
  • Obtaining necessary consents from End Users
  • Your own terms of service with End Users

4. Acceptable Use

You agree not to:

  • Use the Service for any illegal purpose
  • Attempt to reverse engineer, decompile, or disassemble the Service
  • Remove or obscure any proprietary notices
  • Use the Service to transmit malware or harmful code
  • Interfere with or disrupt the Service
  • Access the Service through unauthorized means
  • Use the Service to process sensitive personal data (health records, financial data, etc.) without appropriate safeguards
  • Configure your Agent to perform actions that violate your End Users' rights or expectations

5. Beta Program

If you are participating in our Beta program:

  • The Service is provided "as-is" for testing purposes
  • Features may change without notice
  • We may request feedback and usage data
  • Beta pricing (if any) is temporary and subject to change
  • We reserve the right to terminate Beta access at any time

6. Pricing and Payment

6.1 Fees

Current pricing is available at https://iteri.ai/pricing.html. All prices are in Australian Dollars (AUD) and exclude GST unless otherwise stated.

6.2 Billing
  • Subscriptions are billed monthly or annually in advance
  • Payment is due within 7 days of invoice date
  • Late payments may incur interest at 1.5% per month
  • We may suspend service for non-payment after 14 days notice
6.3 Price Changes

We may change pricing with 30 days notice. Continued use after the notice period constitutes acceptance of new pricing.

6.4 Refunds

Fees are non-refundable except as required by law or at our sole discretion.

7. Intellectual Property

7.1 iTeri's Rights

We retain all rights, title, and interest in:

  • The Service, including all software, algorithms, and infrastructure
  • The iTeri brand, trademarks, and service marks
  • Documentation and materials we provide
7.2 Your Rights

You retain all rights to:

  • Your knowledge base content
  • Configurations and guardrails you create
  • Macros created by your End Users
  • Your branding and trademarks
7.3 License Grant

We grant you a limited, non-exclusive, non-transferable license to use the Service during your subscription term. You grant us a license to use your configuration data solely to provide the Service.

8. Data and Privacy

8.1 Data Processing

We process data as described in our Privacy Policy. You are responsible for:

  • Complying with privacy laws applicable to your End Users
  • Providing appropriate privacy notices to End Users
  • Obtaining necessary consents for your Agent's operation
8.2 Data Ownership

You own your configuration data, knowledge base content, and macros. We may use aggregated, anonymized data for service improvement.

8.3 LLM Processing

If using BYOT (bring your own tokens):

  • You are responsible for your LLM provider agreements
  • We act only as a conduit for LLM requests
  • You control what data is sent to LLM providers

9. Service Level and Support

9.1 Availability

We strive for high availability but do not guarantee uninterrupted service. We may perform maintenance with reasonable notice.

9.2 Support

Support levels vary by plan:

  • Basic: Email support during business hours (Sydney time)
  • Pro: Priority email support with faster response times
  • Enterprise: Dedicated support contact and SLA
9.3 No Liability for End User Issues

We are not responsible for how End Users interact with your Agent or issues arising from your product, configurations, or guardrails.

10. Warranties and Disclaimers

10.1 Our Warranties

We warrant that:

  • We have the right to provide the Service
  • The Service will substantially conform to published documentation
10.2 Disclaimer

THE SERVICE IS PROVIDED "AS IS" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE ERROR-FREE, SECURE, OR UNINTERRUPTED.

10.3 AI Limitations

You acknowledge that:

  • Your Agent uses AI/LLM technology which may produce unexpected results
  • You are responsible for testing your Agent in your environment
  • You should implement appropriate guardrails and monitoring
  • AI-generated responses may not always be accurate or appropriate

11. Limitation of Liability

11.1 Our Total Liability

Our total liability for any claims arising from these Terms or the Service shall not exceed the fees you paid in the 12 months preceding the claim.

11.2 No Liability

We are not liable for:

  • Indirect, incidental, special, consequential, or punitive damages
  • Lost profits, revenue, data, or business opportunities
  • Service interruptions or data loss
  • Actions taken by the Agent based on your configurations
  • Third-party LLM provider issues
  • End User complaints or claims
11.3 These limitations apply even if we've been advised of the possibility of such damages.

12. Indemnification

You agree to indemnify and hold us harmless from claims arising from:

  • Your use of the Service
  • Your End Users' interactions with your Agent
  • Your configurations, knowledge base content, or guardrails
  • Your violation of these Terms or applicable laws
  • Your product or service that iTeri is embedded within

13. Term and Termination

13.1 Term

These Terms begin when you first access the Service and continue until terminated.

13.2 Termination by You

You may terminate by:

  • Canceling your subscription through the Configuration Portal
  • Providing written notice to info@iteri.ai
13.3 Termination by Us

We may terminate immediately if you:

  • Breach these Terms materially
  • Fail to pay fees within 14 days of notice
  • Engage in fraudulent or illegal activity
13.4 Effect of Termination

Upon termination:

  • Your access to the Service ends immediately
  • You must remove the Embedded Code from your product
  • We will delete your data per our Privacy Policy (30 days)
  • You remain liable for fees incurred before termination
13.5 Survival

Sections 7 (Intellectual Property), 10 (Disclaimers), 11 (Limitation of Liability), 12 (Indemnification), and 15 (General) survive termination.

14. Modifications to Service and Terms

14.1 Service Changes

We may modify, suspend, or discontinue features with reasonable notice. We are not liable for such changes.

14.2 Terms Changes

We may update these Terms by:

  • Posting the updated Terms on our website
  • Notifying you via email
  • Updating the "Last Updated" date

Continued use after changes constitutes acceptance. If you disagree, you must terminate your subscription.

15. General Provisions

15.1 Governing Law

These Terms are governed by the laws of New South Wales, Australia, without regard to conflict of law principles.

15.2 Dispute Resolution

Any disputes shall be resolved through:

  • Good faith negotiation
  • Mediation (if negotiation fails)
  • Courts of New South Wales (if mediation fails)
15.3 Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and iTeri regarding the Service.

15.4 Assignment

You may not assign these Terms without our written consent. We may assign these Terms to any successor or affiliate.

15.5 Waiver

Our failure to enforce any provision does not waive our right to enforce it later.

15.6 Severability

If any provision is found invalid or unenforceable, the remaining provisions continue in effect.

15.7 Force Majeure

We are not liable for delays or failures due to circumstances beyond our reasonable control (natural disasters, pandemics, internet outages, etc.).

15.8 Independent Contractors

You and iTeri are independent contractors. These Terms do not create a partnership, agency, or employment relationship.

15.9 Export Compliance

You agree to comply with all applicable export control laws.

16. Contact Information

For questions about these Terms:

  • Email: info@iteri.ai
  • Company: iTeri Pty Ltd
  • ABN: 57 662 920 238
  • Address: 3 Coolawin Road, Avalon Beach, NSW, 2107
By using the Service, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.