Terms of Service

1. Who we are and what this agreement covers

Web Answerly is operated from Victoria, Australia. The operating company is being registered. Its legal name, ABN and ACN will appear here, and it will be the party to this document, before the document takes effect. In this document "Web Answerly", "we", "us" and "our" mean that company.

These Terms of Service (the Terms) apply when you create a Web Answerly account, or use the dashboard, APIs, widget, hosted chat pages, integrations or any other part of the service (the Service). They include, by reference, our Acceptable Use Policy and, where we process personal information on your behalf, our Data Processing Addendum. Our Privacy Policy explains how we handle personal information. It is a notice, not a contract you are asked to consent to.

Your rights under consumer law are not affected. Nothing in these Terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law, or any other law that cannot be excluded. Sections 15 and 16 explain how this works.

2. Definitions

• Customer or you: the person who accepts these Terms and, if you accept for an organisation, that organisation.
• Workspace: the account space that holds your agents, websites, sources, conversations, settings and team. The workspace owner is the Customer for that workspace.
• Agent: an AI assistant you configure in the Service, including the agent behind a conversational website you build with Web Answerly.
• Customer Content: everything you or your team submit or connect — websites and sitemaps you ask us to crawl, files, text, Q&A, connected documents, settings, instructions, brand assets and approved website facts.
• End Users: the people who use your agents — visitors to your website or hosted chat page, people who email or message your agent, and anyone who books, leaves their details or talks to your team through it.
• End User Data: what End Users submit or generate through your agents, such as messages, contact details, bookings and intake answers.
• Output: answers, drafts, summaries, suggestions and other content the Service generates for you or your End Users.
• Actions: buttons and tools an agent can offer or use, including link and webhook actions, booking, handoff, API actions and MCP tools.

3. Eligibility and accounts

• You must be at least 18 years old to create an account.
• If you accept these Terms for a company or other organisation, you confirm you are authorised to bind it. The organisation is then the Customer.
• Give us accurate sign-up details and keep them current. You must confirm your email address before the account is active.
• Keep your credentials secure, and tell us promptly at support@webanswerly.com if you suspect someone has used your account without permission. You are responsible for activity in your account that you or your team authorise, and for choosing whom you invite and what role you give them.
• A workspace changes owner only when the new owner accepts the transfer in the Service. Once they accept, they become the Customer for that workspace.

4. The Service

Web Answerly lets you build AI agents that answer questions from content you provide, put them on your website, hosted pages and other channels, and hand conversations to your team. The features available to you depend on your plan, as shown on our pricing page and in your dashboard. While you comply with these Terms, we grant you a non-exclusive, non-transferable right to use the Service for your own purposes during your subscription, and to let your team and End Users use it.

We may improve, change or retire features. If a change materially reduces the functionality of a paid plan you subscribe to, we will give you at least 30 days' notice. If you do not accept it, you may cancel, and we will refund the unused part of any fees you prepaid for the affected period.

Some features are labelled beta, preview or early access, or are available but not yet advertised. They may change or be withdrawn, and may be less reliable than the rest of the Service. The rest of these Terms still apply to them.

5. Your content and your rights to use it

• You own your Customer Content. We claim no ownership of it, of End User Data, or of Output generated for you.
• You give us a worldwide, non-exclusive, royalty-free licence to host, copy, crawl, index, transform (for example into searchable passages and embeddings), transmit and display Customer Content and End User Data, only as needed to provide, secure and support the Service for you, and as described in our Privacy Policy and DPA. The licence ends when the content is deleted under section 13.
• Authority to crawl and connect. You may submit only websites you own or are authorised to have crawled, and connect only accounts, documents, calendars, repositories and systems you are authorised to connect. When you add a website you confirm this in the Service. You are responsible for having the rights, licences and permissions your Customer Content needs.
• Do not put content into the Service that you are not permitted to disclose to us and to the subprocessors that help us run it, or that is subject to special handling rules we have not agreed to in writing (for example, health records or payment card data).
• We do not use Customer Content or End User Data to train AI models, ours or anyone else's. Section 7 explains how third-party model providers handle the data we send them.

6. Deploying agents: your responsibilities to End Users

You decide where your agents appear, what they know, what they may do and whom they talk to. You are the business responsible for the End User Data your agents collect, and we process it for you under the DPA. You are responsible for:

• telling End Users how their information is handled, in your own privacy notice, and having a lawful basis for collecting it;
• obtaining any consent your local law requires before optional browser storage is used. The widget stores nothing optional until you or your consent tool signal consent (see Cookies and Browser Storage);
• not hiding or contradicting the notice in the widget that answers are generated by AI, and not presenting your agent as a human;
• responding to End Users' privacy requests, with our help as the DPA describes;
• configuring your agent's instructions, fallback message, trust rules, handoff, booking, intake and actions so they suit your business and comply with the law that applies to you;
• implementing customer identity correctly if you use it: signing tokens only on your own server and keeping your signing keys secret.

7. AI-generated Output

• Output is generated automatically by AI models from your content and the conversation. It can be wrong, incomplete or out of date, even when it cites a source. A citation shows which content an answer drew on; it does not guarantee the answer is correct.
• Answers are generated by third-party model providers we select and list on our Subprocessors page. We use only model providers whose terms for the API service we use do not permit them to train their models on the data we send.
• You are responsible for reviewing how your agent represents your business, and for human oversight proportionate to the stakes. The Service is not designed to give medical, legal, financial or other professional advice, or to make decisions that significantly affect a person. The Acceptable Use Policy sets out what is not permitted, including uses that are prohibited outright.
• Output may resemble output generated for others, and we cannot promise it is free of third-party rights. As between you and us, you may use Output for any lawful purpose, and we assign to you any rights we have in it.

8. Actions, tools and integrations

• Actions can do things in other systems: send a webhook, call your API, use an MCP tool on a server you connect, book a meeting in your calendar, or send a handoff to your team. You choose which actions an agent has, where they point and whether a write needs the End User's confirmation. You are responsible for their effects, and for making sure the systems you connect can safely receive the requests.
• We check destinations before calling them, keep endpoint addresses and credentials away from browsers, run a confirmed write at most once, and record what ran. These safeguards reduce risk; they do not make an unsafe action safe.
• Connected services, such as Google, Microsoft, Notion, GitHub, Confluence, Slack and Webflow, are provided by third parties under their own terms. You connect them at your direction. We are not responsible for them, for their availability, or for what they do with data you share with them. Section 13 explains what happens to content already indexed when you disconnect.
• Payments are processed by Stripe, which may collect your payment details directly under its own terms.

9. APIs and keys

If your plan includes API access, use it only as documented and within your plan's limits. Keep secret keys on your server. Public widget keys work only on the domains you approve. We may rate-limit, suspend or rotate a key to protect the Service, and will tell you when we do unless that would itself create a security risk.

10. Plans, fees and billing

• Free plan. The Free plan costs nothing and has no time limit. It includes the allowances shown on the pricing page. We may change or discontinue the Free plan with at least 30 days' notice.
• Paid plans. Paid self-serve plans are billed monthly, in advance, in USD, through our payment processor Stripe. There is no free trial and no annual billing; we will update these Terms before offering either. Enterprise plans are agreed in writing.
• Renewal. A paid plan renews automatically each month on the date you subscribed, until you cancel. Your allowances (answers, actions and voice minutes) reset at the start of each billing period. Unused allowances do not carry over.
• Usage limits. When an allowance runs out, only that capability stops until the next period. For example, your agent stops answering, but your team can still reply to conversations. We never charge for usage above your allowance.
• Changing plan. You can upgrade from the Free plan to a paid plan in the dashboard. To move between paid plans, contact support@webanswerly.com; self-serve changes between paid plans are not available yet.
• Cancellation. You can cancel a paid plan at any time from the billing portal. Cancellation takes effect at the end of the billing period you have already paid for. Your workspace then moves to the Free plan. Your content stays, but features and allowances beyond Free stop.
• Refunds. Fees are not refunded for part of a billing period, including when you cancel. This does not limit any right to a refund you have under the Australian Consumer Law or other law that applies to you (sections 15 and 16), or the refunds these Terms provide in sections 4, 12 and 20.
• Failed payments. If a payment fails, Stripe retries it, and your plan continues while it does. If the payment cannot be collected, your workspace moves to the Free plan.
• Price changes. We will give you at least 30 days' notice before a price increase applies to your subscription. It takes effect from your first billing period after the notice ends, and you may cancel before then.
• Taxes. Prices are shown exclusive of taxes. We are not currently registered for Australian GST. If we register, or another tax applies to your purchase, we will add it as the law requires and show it on your invoice.

11. Acceptable use and fair limits

You must follow the Acceptable Use Policy, and must not use the Service in a way that breaks the law, infringes others' rights, or harms the Service or other customers. Rate limits, abuse protection and plan limits are part of the Service, and you must not try to get around them.

12. Suspension and termination

• By you. You can stop using the Service at any time. To close your workspace or account, ask us at support@webanswerly.com (self-serve closure is not available yet). You can delete individual agents, websites and sources yourself at any time.
• Suspension by us. We may suspend a workspace, an agent, a key or an account if it seriously or repeatedly breaches these Terms, if suspension is needed to stop harm to End Users, third parties or the Service, or if the law requires it. Where it is lawful and practical, we will tell you first, explain why, and give you a chance to fix the problem. We will lift a suspension once its reason is resolved.
• Termination by us for cause. We may end these Terms by notice if you materially breach them and do not fix the breach within 14 days of our notice, or immediately where the breach cannot be fixed or involves serious unlawful conduct.
• Termination by us without cause. We may end the Service for you with at least 30 days' notice, and will refund any fees you prepaid for the period after it ends.

13. What happens to your data when the agreement ends

• After your workspace is closed, you can ask us for an export of your Customer Content and End User Data for 30 days. Conversations and leads can also be exported as CSV from the dashboard while the workspace is open.
• After that window, we delete the workspace's data from our live systems. Copies in our providers' backups are overwritten on their normal backup cycle. We may keep what the law requires, and records we need to establish or defend legal claims, such as billing records and records of your acceptance of these Terms.
• Deleting an agent, website or source in the dashboard permanently removes its indexed content. Deleting an agent also deletes its conversations.
• Disconnecting an integration keeps the sources already indexed from it, so your agent keeps answering, until you delete those sources.

14. Confidentiality and privacy

Each of us will keep the other's non-public information confidential, use it only to perform these Terms, and protect it with reasonable care, except where the law requires disclosure. Our handling of personal information is described in our Privacy Policy. Where we process personal information on your behalf, the Data Processing Addendum applies and forms part of these Terms automatically, on every plan, without a separate signature. Where it conflicts with these Terms on the handling of personal information, the DPA prevails.

15. Australian Consumer Law and other statutory rights

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For example, services must be provided with due care and skill, and be reasonably fit for any purpose you made known to us. Nothing in these Terms excludes, restricts or modifies those guarantees, or any other right you have by law.

Where the law allows us to limit our liability for failing to meet a guarantee, because the services are not of a kind ordinarily acquired for personal, domestic or household use, our liability is limited, at our choice, to supplying the services again or paying the cost of having them supplied again.

16. If you are a consumer outside Australia

If you live in the European Union, the United Kingdom or another country whose consumer laws give you rights that a contract cannot change, you keep those rights. They include any right to withdraw from a new paid subscription within 14 days. If you withdraw, we refund what you paid, less a proportionate amount for the service provided before you told us.

17. Disclaimers

Except for the guarantees and rights described in sections 15 and 16, and to the extent the law allows, the Service is provided as it is and as available. We do not promise that it will be uninterrupted or error-free, that Output will be accurate, or that the Service will meet requirements you have not told us about. We do not offer a service-level agreement or service credits unless we agree to one in writing. We work to keep the Service secure (see our Security page), but no system is completely secure.

18. Limitation of liability

To the extent the law allows, and subject to sections 15 and 16:

• neither of us is liable to the other for loss of profit, revenue, business, goodwill or anticipated savings, or for indirect or consequential loss, however it arises;
• each party's total liability arising out of or in connection with these Terms in any 12-month period is limited to the greater of the fees you paid us in the 12 months before the event giving rise to the claim, and US$100;
• a party's liability is reduced to the extent the other party, or its personnel, caused or contributed to the loss.

These limits do not apply to liability for fraud, for death or personal injury caused by negligence, to your obligation to pay fees, or to liability that cannot be limited by law.

19. Indemnity (business customers)

If you use the Service for a business, trade or profession, you will compensate us for reasonable losses and costs from a third-party claim arising from Customer Content that infringes the third party's rights, from your agent being deployed or configured unlawfully, or from your breach of the Acceptable Use Policy, except to the extent the claim is caused by our own breach or negligence. We will tell you promptly about the claim, let you control its defence, and cooperate reasonably. This section does not apply if you are a consumer using the Service for personal purposes.

20. Changes to these Terms

We may update these Terms. For a change that adds an obligation, narrows your rights, or changes fees, liability or how disputes are handled, we will give you at least 30 days' notice by email and in the dashboard, and ask you to accept the new Terms. If you do not accept, you may cancel before the change takes effect, and we will refund any fees you prepaid for the period after that. Other changes, such as corrections, clarifications and updated contact details, take effect when we publish them. The version and date at the top of this page show which version applies.

21. Notices

We send notices to the workspace owner's email address, and to the account holder for account matters. Send legal notices to us at legal@webanswerly.com. A notice by email is received when it is sent, unless the sender gets a message that it was not delivered.

22. General

• Governing law. These Terms are governed by the law of Victoria, Australia. Each of us submits to the non-exclusive jurisdiction of its courts. If you are a consumer, you may also bring proceedings in the courts where you live, and the mandatory consumer law of your country continues to apply.
• Disputes. Before starting court proceedings (except for urgent relief), please contact us at legal@webanswerly.com so we can try to resolve the matter within 30 days.
• Events outside our control. Neither of us is responsible for a delay or failure caused by events beyond reasonable control, other than an obligation to pay.
• Assignment. You may not transfer these Terms without our written consent, except by a workspace handover in the Service. We may transfer them to a successor to our business, with notice to you, and your rights under these Terms are not reduced as a result.
• Order of precedence. If documents conflict, this order applies: a written agreement signed by both of us, then the DPA (for the handling of personal information), then these Terms, then the Acceptable Use Policy.
• Whole agreement. These Terms, and the documents they incorporate, are the whole agreement between us about the Service, and replace earlier understandings, subject to sections 15 and 16.
• Severability and waiver. If part of these Terms is invalid, the rest continues. Not enforcing a right is not a waiver of it.

23. Contact

Questions about these Terms: legal@webanswerly.com. Help with the Service: support@webanswerly.com.