Terms of Service

1. Definitions and Interpretation

1.1In the Agreement, the following definitions apply:

ACL means the Australian Consumer Law set out in Schedule 2 to the Competition and Consumer Act 2010 (Cth).

Agreement means these Terms of Service (including the Schedules), each Order, and the REEL AI Privacy Policy, together constituting the entire agreement between REEL AI and the Customer in accordance with clause 2.

AI Features means the artificial intelligence and machine-learning functionality made available through the Platform, including AI voice receptionist and call answering, lead qualification, transcription, summarisation, knowledge base responses, website chat, workflow automation, routing and analytics.

Business Day means a day other than a Saturday, Sunday or public holiday in Perth, Western Australia.

Call Recording means an audio recording of a telephone or voice interaction handled by the Platform.

Change has the meaning given in clause 21.1.

Confidential Information means all information disclosed by one party to the other in connection with the Agreement that is by its nature confidential, is designated as confidential, or that the recipient knows or ought reasonably to know is confidential, but excludes information that is or becomes public other than through breach of the Agreement, is independently developed, or is lawfully received from a third party without restriction.

Customer means the entity identified in an Order or account registration that acquires the Services, and includes its Permitted Users.

Customer Data means all data, content and materials submitted to, transmitted through, or generated within the Platform by or on behalf of the Customer or its End Users, including uploaded knowledge, FAQs, contact records, Call Recordings, Transcripts and CRM data, but excluding Usage Data and REEL AI Materials.

End User means a person who interacts with the Customer through the Platform, including callers, customers, prospective customers, clients, patients and other members of the public.

Fees means the subscription fees, usage fees, overage charges and other amounts payable by the Customer as set out in an Order, the Subscription & Billing Policy, or the pricing published within the Platform.

Intellectual Property Rights means all present and future intellectual property rights conferred by statute, common law or equity anywhere in the world, including rights in copyright, trade marks, designs, patents, circuit layouts, source code, algorithms, models, know-how and trade secrets, whether or not registered or registrable.

Order means an order form, service agreement, statement of work, online subscription checkout or enterprise agreement under which the Customer acquires Services.

Permitted User means an employee, officer or contractor of the Customer authorised by the Customer to access the Platform under the Customer's account.

Personal Information has the meaning given in the Privacy Act 1988 (Cth).

Platform means the REEL AI software-as-a-service platform, including the AI Features, dashboard, applications, APIs, telephony integrations and associated documentation, as updated from time to time.

Privacy Act means the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs).

REEL AI means Pillar Health Systems Pty Ltd (ACN 696 899 751), trading as REEL AI.

Schedules means the schedules to these Terms, being Schedule 1 (Acceptable Use Policy), Schedule 2 (AI & Data Processing Policy), Schedule 3 (Subscription & Billing Policy), Schedule 4 (Service Level & Support Policy), Schedule 5 (Data Retention & Deletion Policy) and Schedule 6 (Security Statement), each as amended and re-versioned from time to time in accordance with clause 21.

Services means the Platform and any related implementation, support, professional or managed services supplied by REEL AI under an Order.

Transcript means a machine-generated text rendering of a voice interaction produced by the AI Features.

Usage Data means technical, diagnostic, telemetry and statistical data generated by the operation of the Platform, including logs, performance metrics and de-identified or aggregated data derived from use of the Services.

1.2In each document comprising the Agreement, unless the context otherwise requires: (a) headings are for convenience only and do not affect interpretation; (b) the singular includes the plural and vice versa; (c) "including" and similar expressions are not words of limitation; (d) a reference to legislation includes its amendments, re-enactments and subordinate instruments; (e) a reference to a document includes that document as varied or replaced; (f) no rule of construction applies to the disadvantage of a party because that party prepared the document; and (g) a reference to dollars or $ is to Australian dollars.

2. Structure of the Agreement, Schedules and Order of Precedence

2.1These Terms of Service comprise the master terms in clauses 1 to 24 (Master Terms) and Schedules 1 to 6, each of which is incorporated into and forms part of these Terms. Together with each Order and the REEL AI Privacy Policy (published at www.reelai.com.au), they form a single agreement between REEL AI and the Customer (the Agreement).

2.2Each Schedule carries its own version number and may be updated independently of the Master Terms in accordance with clause 21. The current version of each component is recorded in the Version Control table at the front of this document.

2.3If there is any inconsistency between the documents comprising the Agreement, the following order of precedence applies (to the extent of the inconsistency): (a) an executed enterprise agreement or Order that expressly amends these Terms; (b) the Master Terms; (c) Schedule 2 (AI & Data Processing Policy) and the Privacy Policy; (d) the remaining Schedules; and (e) any other document referred to in the Agreement.

2.4The Agreement constitutes the entire agreement between the parties in relation to its subject matter and supersedes all prior discussions, representations and arrangements, whether written or oral. The Customer acknowledges that it has not relied on any representation, warranty or statement not expressly set out in the Agreement.

3. Acceptance and Term

3.1The Customer accepts the Agreement, and the Agreement becomes binding, on the earliest of: (a) the Customer executing or electronically accepting an Order; (b) the Customer completing a subscription checkout (including via our payment processor, Stripe) that references these Terms; (c) the Customer creating an account on the Platform; (d) the Customer clicking to accept these Terms; or (e) the Customer accessing or using any part of the Services.

3.2The person accepting the Agreement on behalf of the Customer warrants that they are at least 18 years of age and have full authority to bind the Customer. The Services are supplied strictly on a business-to-business basis and are not intended for individuals acting as consumers.

3.3The Agreement commences on acceptance and continues for the initial term specified in the Order and any renewal terms in accordance with Schedule 3 (Subscription & Billing Policy), until terminated in accordance with clause 19.

4. The Services

4.1REEL AI grants the Customer a limited, non-exclusive, non-transferable, revocable right for the term of the Agreement to access and use the Platform for the Customer's internal business purposes, in accordance with the Agreement, the Order and Schedule 1 (Acceptable Use Policy).

4.2The Platform is an AI receptionist and communications platform for Australian businesses and includes, depending on the Customer's plan: AI voice receptionist and call answering; lead qualification; call recording; AI transcription and summaries; CRM integrations; appointment booking; team routing; website chat; SMS and email automation; an AI knowledge base; workflow automation; and analytics and reporting.

4.3Evolving service. The Platform is a continuously developed, multi-tenant service. The Customer acknowledges that REEL AI may, and routinely does, update, upgrade, enhance, reconfigure, substitute and re-architect the Services, features, AI models, interfaces, infrastructure and underlying third-party components, and that the Services the Customer receives at any time are the then-current version of the Platform. The Customer's rights to changes, and to notice of changes, are set out in clause 21.

4.4The AI Features continuously learn from and are configured using uploaded knowledge, approved FAQs, call interactions, workflows and business settings, in accordance with Schedule 2 (AI & Data Processing Policy). The Customer is responsible for the accuracy and currency of the knowledge and configurations it supplies.

4.5REEL AI may supply the Services using its related bodies corporate, personnel, subcontractors and the third-party providers described in Schedule 2 and Schedule 6 (Security Statement).

5. Accounts and Permitted Users

5.1The Customer must ensure that account credentials are kept secure and confidential, that access is limited to Permitted Users, and that each Permitted User complies with the Agreement. The Customer is responsible for all activity occurring under its account, whether or not authorised, except to the extent caused by REEL AI's breach of the Agreement.

5.2The Customer must notify REEL AI immediately at security@reelai.com.au if it becomes aware of any unauthorised access to or use of its account or the Platform.

5.3REEL AI may suspend any account or credential that it reasonably believes has been compromised or is being used in breach of the Agreement.

6. Customer Obligations and Legal Compliance

6.1The Customer is solely responsible for ensuring that its use of the Services, including all call flows, campaigns, messages, scripts, prompts and configurations it deploys, complies with all applicable laws, regulations and industry codes, including:

(a)the Privacy Act 1988 (Cth) and the Australian Privacy Principles;

(b)the Telecommunications Act 1997 (Cth) and the Telecommunications (Interception and Access) Act 1979 (Cth);

(c)the Spam Act 2003 (Cth);

(d)the Do Not Call Register Act 2006 (Cth);

(e)State and Territory surveillance devices and listening devices legislation, including the Surveillance Devices Act 1998 (WA) and equivalent legislation in other jurisdictions;

(f)the ACL, including prohibitions on misleading or deceptive conduct; and

(g)any licensing, registration, trust accounting and industry conduct legislation applicable to the Customer's own industry and operations.

6.2Call recording and monitoring. The Customer is solely responsible for notifying End Users that calls may be recorded, monitored and processed by artificial intelligence, and for obtaining all consents required by applicable law before calls are recorded or processed. This includes configuring recording announcements, obtaining express consent where required, providing opt-out mechanisms, and maintaining records of consent.

6.3Privacy notices. The Customer must maintain its own privacy policy and collection notices that accurately disclose its use of the Platform, the processing of End User Personal Information (including by AI systems and overseas sub-processors), and End Users' rights, as required by APP 1 and APP 5.

6.4Marketing communications. The Customer must not use the Services to send commercial electronic messages or make telemarketing calls except in compliance with the Spam Act 2003 (Cth) and the Do Not Call Register Act 2006 (Cth), including consent, identification and unsubscribe requirements.

6.5The Customer must supervise its use of the Services and maintain appropriate human oversight of its business operations. The Services are a productivity and communications tool and are not a substitute for the Customer's own staff, judgment, supervision or professional obligations.

6.6The Customer warrants that all Customer Data supplied to the Platform is accurate, lawfully collected, and that the Customer has all rights, consents and permissions necessary for REEL AI and its sub-processors to process that data in accordance with the Agreement.

7. Acceptable Use

7.1The Customer must comply with Schedule 1 (Acceptable Use Policy). Without limitation, the Customer must not use the Services for unlawful, misleading, fraudulent or harmful purposes, must not attempt to reverse engineer, scrape, overload or compromise the Platform, and must not attempt prompt injection, jailbreaking or other manipulation of the AI Features.

7.2REEL AI may investigate suspected breaches of Schedule 1 and may remove content, restrict features, or suspend or terminate access in accordance with clause 19.

8. AI Acknowledgements

8.1The Customer acknowledges and agrees that artificial intelligence technologies are probabilistic in nature and that, despite the exercise of reasonable care and skill by REEL AI:

(a)AI Features can make mistakes, and AI responses, summaries and knowledge base answers may be inaccurate, incomplete, outdated or contextually inappropriate (including outputs sometimes described as "hallucinations");

(b)Transcripts are machine-generated and may contain errors, omissions or misattributions;

(c)speech recognition may fail or misinterpret accents, names, addresses, numbers or background noise, and voice quality may vary;

(d)appointment bookings, calendar entries, routing decisions, SMS and email dispatches, and CRM updates may fail, be delayed or be recorded incorrectly; and

(e)integrations, telecommunications carriers, internet services, cloud infrastructure and third-party providers may fail or be interrupted.

8.2The Customer must review AI outputs before relying on them for any decision of consequence and remains fully responsible for its business operations, communications and legal obligations. Further provisions regarding the AI Features are set out in Schedule 2 (AI & Data Processing Policy).

8.3REEL AI does not warrant or guarantee that every call will be answered, that every enquiry, lead or message will be captured or actioned, or that use of the Services will achieve any particular business outcome, listing, sale, tenancy, commission or return on investment.

9. Third-Party Services and Dependencies

9.1The Services depend on third-party services and infrastructure, including telecommunications carriers, hosting providers (such as Amazon Web Services and Microsoft Azure), AI model providers (such as OpenAI and other foundation model providers), telephony providers (such as Twilio), messaging platforms (such as Meta/WhatsApp), payment processing (Stripe), and search, mapping, calendar and CRM providers (such as Google and third-party CRMs) (Third-Party Services).

9.2The Customer's use of Third-Party Services may be subject to separate terms between the Customer and the relevant provider (including, for payments, Stripe's applicable terms). REEL AI does not control, and to the maximum extent permitted by law is not responsible or liable for, the availability, performance, security, data practices, acts or omissions of Third-Party Services, including outages affecting AWS, Azure, OpenAI, Twilio, Meta, Google or Stripe.

9.3If a Third-Party Service is suspended, degraded, discontinued or has its terms or pricing changed in a way that affects the Services, REEL AI may modify or substitute the affected functionality in accordance with clause 21 and will use reasonable endeavours to minimise disruption.

10. Fees, Payment and Taxes

10.1The Customer must pay the Fees in accordance with the Order and Schedule 3 (Subscription & Billing Policy), which governs plans, billing cycles, automatic renewal, usage allowances, overage charges, late and failed payments, price changes, suspension for non-payment, and refunds. Payments are processed by Stripe, and payment card details are held by Stripe, not REEL AI.

10.2Unless expressly stated otherwise, Fees are exclusive of GST and the Customer must pay GST in addition to the Fees at the same time as the relevant Fees, subject to receipt of a valid tax invoice, in accordance with the A New Tax System (Goods and Services Tax) Act 1999 (Cth).

10.3Except as required by law or expressly stated in the Agreement, Fees are non-refundable and payment obligations are non-cancellable.

11. Intellectual Property

11.1REEL AI ownership. REEL AI and its licensors own all Intellectual Property Rights in and to the Platform and Services, including all software, source code, AI systems, models, prompt architecture, workflows, algorithms, interfaces, designs, branding, logos, documentation, training systems, and all improvements, modifications and derivative works, whenever created. Nothing in the Agreement transfers any ownership of these rights to the Customer.

11.2Customer ownership. The Customer owns all Intellectual Property Rights in Customer Data, including its business information, uploaded content, Call Recordings, Transcripts of its interactions, and its customer and contact information.

11.3Licence to REEL AI. The Customer grants REEL AI a non-exclusive, worldwide, royalty-free licence to host, copy, transmit, process, adapt and display Customer Data solely to the extent necessary to provide, secure, support and improve the Services in accordance with the Agreement, the Privacy Policy and Schedule 2.

11.4Usage Data and learnings. REEL AI owns all Usage Data and may use de-identified and aggregated data for any lawful purpose, including analytics, benchmarking, and improving the Platform and AI Features, provided that such data does not identify the Customer or any individual. General know-how, skills and techniques developed by REEL AI in providing the Services are owned by REEL AI.

11.5Feedback. The Customer assigns to REEL AI all Intellectual Property Rights in suggestions, ideas and feedback provided in relation to the Services, and REEL AI may use them without restriction or obligation.

11.6The Customer must not remove or alter any proprietary notices, and must not use REEL AI's trade marks, branding or logos except with prior written consent.

12. Customer Data, Privacy and Data Processing

12.1REEL AI collects, holds, uses and discloses Personal Information in accordance with the Privacy Act and the REEL AI Privacy Policy published at www.reelai.com.au. In respect of End User Personal Information processed through the Platform, the Customer is responsible for the purposes and means of processing and REEL AI processes such data on the Customer's behalf and instructions, as further described in Schedule 2 (AI & Data Processing Policy).

12.2The Customer acknowledges the sub-processors and cross-border disclosures described in Schedule 2 and the Privacy Policy, including real-time processing of call audio by voice AI and telephony providers located in the United States, and consents to those disclosures for the purposes of APP 8.

12.3Customer Data is retained and deleted in accordance with Schedule 5 (Data Retention & Deletion Policy). The Customer is responsible for exporting Customer Data it wishes to retain before termination takes effect.

12.4Each party must comply with its obligations under the Privacy Act in respect of Personal Information it handles in connection with the Agreement, and must notify the other party without undue delay of any eligible data breach affecting that information, as further described in Schedule 6 (Security Statement).

13. Confidentiality

13.1Each party must keep the other party's Confidential Information confidential, use it only for the purposes of the Agreement, and disclose it only to personnel and advisers who need to know it and are bound by equivalent confidentiality obligations, or as required by law or a regulator (with prior notice to the disclosing party where lawful).

13.2The terms of any Order, pricing, and non-public information about the Platform's architecture, security and roadmap are REEL AI's Confidential Information. This clause survives termination of the Agreement for five years, and indefinitely in respect of trade secrets.

14. Service Levels, Availability and Support

14.1REEL AI provides the Services in accordance with Schedule 4 (Service Level & Support Policy). Availability targets and support response targets in that Schedule are objectives only and, unless expressly stated as contractual commitments in an executed enterprise Order, do not constitute warranties or guarantees.

14.2The Customer acknowledges that the Services may be interrupted, suspended or degraded by scheduled maintenance, emergency maintenance, version updates, platform migrations, capacity constraints, hardware failures, software bugs, cyber attacks (including denial-of-service attacks), power or internet failures, telecommunications or carrier faults, and outages of Third-Party Services, and that REEL AI does not guarantee continuous, uninterrupted or error-free operation.

15. Warranties and Disclaimers

15.1REEL AI warrants that: (a) it will provide the Services with due care and skill; (b) it has the right to grant the licences in the Agreement; and (c) it will implement and maintain the security measures described in Schedule 6 (Security Statement).

15.2Except as expressly set out in the Agreement and to the maximum extent permitted by law, the Services are provided on an "as is" and "as available" basis and all conditions, warranties, guarantees and representations, whether express or implied by statute, common law, custom or otherwise (including as to merchantability, fitness for purpose, accuracy, reliability, non-infringement or uninterrupted availability), are excluded.

15.3Without limiting clause 8, REEL AI does not warrant that: (a) the Services will be uninterrupted, error-free, secure from all threats, or free of defects; (b) AI outputs, Transcripts or summaries will be accurate or complete; (c) all calls, messages or enquiries will be captured, answered, recorded, transcribed or actioned; or (d) the Services will meet the Customer's particular requirements or produce any business outcome.

16. Australian Consumer Law

16.1Nothing in the Agreement excludes, restricts or modifies any consumer guarantee, right or remedy conferred on the Customer by the ACL or any other applicable law that cannot lawfully be excluded, restricted or modified by agreement (Non-Excludable Provision).

16.2To the maximum extent permitted by law, and subject to clause references within this section, where legislation (including section 64A of the ACL) permits REEL AI to limit its liability for a failure to comply with a Non-Excludable Provision, REEL AI's liability is limited, at REEL AI's option, to: (a) in the case of services, supplying the services again or paying the cost of having the services supplied again; and (b) in the case of goods, repairing or replacing the goods, supplying equivalent goods, or paying the cost of repair or replacement, provided that this limitation will not apply where it is not fair or reasonable for REEL AI to rely on it for the purposes of the ACL.

16.3The Services are business software supplied for commercial use by businesses. The Customer represents that it acquires the Services for the purposes of a business, trade or profession and not as a consumer for personal, domestic or household use.

17. Limitation of Liability

17.1In this clause, Liability means any liability, loss, damage, cost or expense of any kind, however arising, whether under contract (including under an indemnity), tort (including negligence), statute, equity or otherwise, in connection with the Agreement or the Services.

17.2Exclusion of certain losses. Subject to clause 16 (Australian Consumer Law) and to the maximum extent permitted by law, REEL AI has no Liability to the Customer or any other person for any: (a) indirect, consequential, special, exemplary or punitive loss or damage; (b) loss of profit, revenue, income or commissions; (c) loss of business, contracts, opportunities, customers, clients, bookings, enquiries or sales; (d) loss of goodwill or reputation; (e) loss of, or corruption to, data (including deleted Call Recordings or Transcripts); (f) business interruption or downtime; or (g) pure economic loss, in each case whether or not the loss was foreseeable or REEL AI was advised of its possibility.

17.3Specific acknowledgements. Without limiting clause 17.2 and subject to clause 16, REEL AI has no Liability for loss arising from or in connection with: missed, dropped or unanswered calls; uncaptured or misrouted enquiries or leads; incorrect, incomplete or fabricated AI responses; transcription or summarisation errors; routing errors; incorrect, missed or duplicated bookings or calendar entries; SMS, email or notification failures; recording or transcript failures; data corruption; API, CRM or integration failures; outages or failures of Third-Party Services, telecommunications carriers, internet services, cloud infrastructure or power; scheduled or emergency maintenance; version updates or platform migrations; changes to the Services made in accordance with clause 21; cyber attacks or denial-of-service attacks; software bugs; hardware failures; or any other interruption to the Services.

17.4Liability cap. Subject to clause 16 and to the maximum extent permitted by law, REEL AI's total aggregate Liability arising out of or in connection with the Agreement and the Services, however arising, is limited to the total Fees actually paid by the Customer to REEL AI under the Agreement in the 12 months immediately preceding the event giving rise to the first claim.

17.5Mitigation and contribution. The Customer must take reasonable steps to mitigate any loss. REEL AI's Liability is reduced proportionately to the extent that the Customer, its Permitted Users or its End Users caused or contributed to the loss, including through inaccurate Customer Data, misconfiguration, failure to review AI outputs, or breach of the Agreement.

17.6Claims period. To the maximum extent permitted by law, any claim by the Customer must be notified to REEL AI in writing within 12 months of the date on which the Customer became aware, or ought reasonably to have become aware, of the events giving rise to the claim, failing which the claim is barred.

17.7Each limitation and exclusion in this clause 17 is severable and applies to the fullest extent permitted by law even if a remedy fails of its essential purpose.

18. Indemnity by the Customer

18.1The Customer indemnifies REEL AI, its related bodies corporate, and their respective officers, directors, employees and contractors (Indemnified Parties) against all Liability (including reasonable legal costs on a solicitor and own client basis) suffered or incurred by an Indemnified Party arising from or in connection with any third-party claim, regulatory action, investigation or complaint relating to:

(a)the Customer's misuse of the Services or breach of the Agreement (including Schedule 1);

(b)any unlawful or illegal activity of the Customer or its Permitted Users;

(c)the Customer's failure to obtain End User consents or give notifications required by law, including for call recording, monitoring and AI processing;

(d)any breach by the Customer of the Privacy Act, the Spam Act 2003 (Cth), the Do Not Call Register Act 2006 (Cth), surveillance devices legislation or telecommunications law;

(e)the sending of spam or unsolicited communications through the Services;

(f)inaccurate, unlawful or infringing information, content or knowledge uploaded to the Platform by or for the Customer;

(g)infringement of any third party's Intellectual Property Rights, or defamation, arising from Customer Data or the Customer's configurations, scripts or instructions given to the AI Features;

(h)disputes with callers, End Users, employees, contractors or customers of the Customer, including consumer and employment disputes; and

(i)misleading, deceptive or false representations made by or on behalf of the Customer, including representations conveyed through the Customer's configuration of, or instructions to, the AI Features,

except to the extent the Liability is caused by the Indemnified Party's fraud, wilful misconduct or breach of the Agreement.

18.2REEL AI will notify the Customer of any claim to which the indemnity applies and, at the Customer's cost, the Customer must conduct the defence of the claim diligently using competent counsel, provided that the Customer must not settle any claim in a manner that imposes any admission, obligation or liability on an Indemnified Party without REEL AI's prior written consent.

19. Suspension and Termination

19.1Either party may terminate the Agreement or an Order: (a) in accordance with the notice and renewal provisions of Schedule 3 or the Order; or (b) immediately by written notice if the other party commits a material breach that is not remedied within 14 days of written notice, or suffers an insolvency event.

19.2REEL AI may suspend or restrict the Customer's access to all or part of the Services immediately, with notice where practicable, if:

(a)the Customer breaches the Agreement, including Schedule 1 (Acceptable Use Policy);

(b)Fees are overdue and remain unpaid following notice;

(c)the Customer's use poses a security risk to, or may adversely affect, the Platform, REEL AI or any other customer;

(d)REEL AI reasonably believes the Customer's use is unlawful or may expose REEL AI to legal or regulatory liability; or

(e)suspension is required by law, a regulator or a Third-Party Service provider.

19.3Suspension does not relieve the Customer of its obligation to pay Fees for the affected period where the suspension arises from the Customer's act, omission or breach.

19.4On termination or expiry: (a) all rights granted to the Customer cease and the Customer must stop using the Services; (b) the Customer must pay all outstanding Fees, including Fees for the remainder of any committed term where the Agreement is terminated by REEL AI for the Customer's breach; and (c) Customer Data will be made available for export, then deleted, in accordance with Schedule 5, subject to legal retention obligations.

19.5Clauses which by their nature survive termination (including clauses 1, 2, 11, 12, 13, 16, 17, 18, 19.4, 22 and 23) continue in force.

20. Force Majeure

20.1REEL AI is not liable for any delay or failure to perform its obligations (other than payment obligations) to the extent caused by events beyond its reasonable control, including natural disasters, fire, flood, epidemic, war, terrorism, civil unrest, industrial action, power failures, internet or telecommunications failures, denial-of-service and other cyber attacks, failures of Third-Party Services or cloud infrastructure, and acts of government (Force Majeure Event).

20.2REEL AI will use reasonable endeavours to mitigate the effect of a Force Majeure Event. If a Force Majeure Event continues for more than 60 consecutive days, either party may terminate the affected Order on written notice without further liability, other than accrued Fees.

21. Changes to the Services, Fees and these Terms

21.1Right to change. The Customer acknowledges that the Platform is a continuously evolving service and agrees that REEL AI may, at any time and in its discretion: (a) add, modify, upgrade, enhance, substitute or re-architect the Services, features, plans, AI models, interfaces, workflows, integrations and underlying infrastructure or Third-Party Services; (b) introduce new services, features, plans and charges; (c) modify or adjust Fees, plans, allowances and overage rates; (d) retire, consolidate or discontinue features, plans or the Services in whole or in part; and (e) amend the Master Terms and any Schedule, including issuing a re-versioned Schedule (each a Change).

21.2Changes without notice. REEL AI may implement without prior notice any Change that: (a) is an upgrade, improvement, bug fix, security patch or new or additional functionality; (b) does not materially reduce the core functionality of the Services for which the Customer has paid; or (c) is reasonably required for security, fraud prevention, technical or operational reasons, or to comply with law or the requirements of a Third-Party Service provider.

21.3Changes with notice. For any other Change — including a Fee increase, the removal or material reduction of a feature the Customer actively uses, a material amendment of the Master Terms or a Schedule that reduces the Customer's rights, or discontinuation of the Services — REEL AI will give the Customer at least 30 days' notice by email or in-Platform notification (or such longer period as is stated in the notice or required by law), and the Change will take effect on the date specified in that notice. Fee Changes take effect in accordance with Schedule 3 (generally from the Customer's next renewal).

21.4Acceptance and exit right. The Customer's continued use of the Services after a Change takes effect constitutes acceptance of the Change. If a Change notified under clause 21.3 is materially detrimental to the Customer, the Customer's sole remedy is to terminate the affected Order by written notice within 30 days of the Change taking effect, in which case REEL AI will refund any Fees prepaid for the unexpired portion of the then-current term. This exit right does not apply to Changes under clause 21.2 or to Fee Changes that take effect only from a renewal the Customer is free not to enter.

21.5Discontinuation. If REEL AI discontinues the Services entirely, it will give at least 60 days' notice, make Customer Data available for export in accordance with Schedule 5, and refund any Fees prepaid for periods after the discontinuation date. Refund of prepaid, unused Fees is the Customer's sole remedy for discontinuation, to the maximum extent permitted by law.

21.6Version control. The current version of the Master Terms and each Schedule, with effective dates, is recorded in the Version Control table in this document and available on request. Superseded versions are archived and available on written request.

22. Dispute Resolution, Governing Law and Jurisdiction

22.1Before commencing court proceedings (other than for urgent interlocutory relief or debt recovery), a party must give the other party written notice of the dispute, and senior representatives of the parties must meet and attempt in good faith to resolve the dispute within 20 Business Days. If the dispute remains unresolved, the parties must refer it to mediation administered by the Resolution Institute in Perth, Western Australia, before commencing proceedings.

22.2The Agreement is governed by the laws of Western Australia, Australia. Each party irrevocably submits to the exclusive jurisdiction of the courts of Western Australia and the courts competent to hear appeals from them.

23. General

23.1Notices. Notices must be in writing and delivered by email to legal@reelai.com.au (for REEL AI) or to the Customer's registered account email, and are taken to be received when transmitted, unless the sender receives a delivery failure notification, in which case at 9.00am on the next Business Day if sent after 5.00pm (recipient's time).

23.2Assignment. The Customer must not assign, novate or transfer the Agreement without REEL AI's prior written consent. REEL AI may assign or novate the Agreement to a related body corporate or in connection with a restructure, merger, acquisition or sale of business, on notice to the Customer.

23.3Subcontracting. REEL AI may subcontract the performance of its obligations but remains responsible for the acts and omissions of its subcontractors as if they were its own.

23.4Relationship. The parties are independent contractors. Nothing in the Agreement creates a partnership, joint venture, employment, agency or fiduciary relationship.

23.5Severability. If any provision is invalid or unenforceable, it is to be read down to the extent necessary, or severed, without affecting the remaining provisions.

23.6Waiver. A failure or delay in exercising a right is not a waiver of that right. A waiver is effective only if in writing and signed by the waiving party.

23.7Non-solicitation. During the term and for 12 months after, the Customer must not, without REEL AI's consent, solicit for employment or engagement any REEL AI personnel materially involved in providing the Services, other than through general public advertising.

23.8Counterparts and electronic execution. An Order may be executed electronically and in counterparts in accordance with the Electronic Transactions Act 1999 (Cth) and applicable State legislation.

24. Contact

24.1Questions about these Terms may be directed to:

REEL AI — a trading name of Pillar Health Systems Pty Ltd (ACN 696 899 751)

Legal: legal@reelai.com.au | Support: support@reelai.com.au | Web: www.reelai.com.au

Acceptable Use Policy

Version 1.0 — this Schedule forms part of, and is incorporated into, the REEL AI Terms of Service. In this Schedule, clause references are to clauses of this Schedule unless stated otherwise.

1. Purpose and Application

1.1This Acceptable Use Policy (Schedule 1) (referred to in this Schedule as the AUP) sets out the rules that apply to all access to and use of the REEL AI platform and services provided by Pillar Health Systems Pty Ltd (ACN 696 899 751), trading as REEL AI. This AUP forms part of, and is incorporated into, the REEL AI Terms of Service (the Master Terms). Capitalised terms have the meanings given in the Master Terms.

1.2This AUP applies to the Customer, its Permitted Users, and any person accessing the Services through the Customer's account or infrastructure. The Customer is responsible for ensuring compliance by all such persons.

2. General Prohibitions

2.1The Customer must not use, or permit any person to use, the Services to:

(a)engage in any activity that is unlawful in Australia or in any jurisdiction from which the Services are accessed or into which communications are directed;

(b)send spam or unsolicited commercial electronic messages, or make telemarketing calls, in breach of the Spam Act 2003 (Cth), the Do Not Call Register Act 2006 (Cth) or equivalent laws, including contacting numbers on the Do Not Call Register without a lawful exemption;

(c)conduct or facilitate scams, fraud, phishing, identity theft, pyramid schemes or other deceptive practices;

(d)harass, threaten, intimidate, stalk, abuse or defame any person, or incite violence or hatred;

(e)create, transmit, store or display pornographic, sexually explicit, or child exploitation material, or any material that is obscene or objectionable;

(f)upload, transmit or distribute malware, viruses, worms, trojans, ransomware or any other harmful code;

(g)infringe any person's Intellectual Property Rights, moral rights, privacy rights or confidentiality obligations;

(h)record, monitor or intercept communications without the notifications and consents required by applicable law, including State and Territory surveillance devices legislation; or

(i)impersonate any person or entity, or misrepresent the Customer's identity, affiliation or the human or automated nature of a communication where disclosure is required by law.

3. Platform Integrity and Security Prohibitions

3.1The Customer must not, and must not attempt to, directly or indirectly:

(a)reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code, models, prompt architecture, weights or underlying structure of the Platform, except to the extent such restriction is prohibited by law;

(b)scrape, crawl, harvest, or use robots or automated means to extract data or content from the Platform;

(c)probe, scan or test the vulnerability of the Platform, or conduct penetration testing, load testing, stress testing or benchmarking, without REEL AI's prior written authorisation;

(d)circumvent, disable or interfere with authentication, rate limits, usage restrictions, security features or tenant isolation controls;

(e)launch automated attacks, denial-of-service or distributed denial-of-service attacks, or otherwise degrade or disrupt the Platform or any network or system;

(f)gain or attempt to gain unauthorised access to the Platform, other customers' data, or REEL AI's systems;

(g)resell, sublicense, white-label, timeshare or make the Services available to third parties except as expressly authorised in an Order; or

(h)use the Services to build, train or improve a competing product or service.

4. AI-Specific Prohibitions

4.1The Customer must not, and must not attempt to:

(a)perform prompt injection, jailbreaking, adversarial prompting, or any manipulation designed to cause the AI Features to bypass safety controls, disclose system prompts, reveal confidential model or prompt architecture, or act outside intended parameters;

(b)configure or instruct the AI Features to make misleading or deceptive representations, provide legal, financial or other regulated advice without appropriate authorisation, or impersonate a specific real individual without consent;

(c)use the AI Features to generate unlawful, discriminatory, harassing or harmful content; or

(d)submit content to the AI Features with the intent of extracting other customers' data, poisoning training data, or degrading model performance.

5. Telephony and Messaging Compliance

5.1When using voice, SMS, email, chat or messaging features, the Customer must: (a) ensure calling line identification and sender identification are accurate and not spoofed; (b) honour opt-out and unsubscribe requests promptly; (c) comply with carrier, WhatsApp/Meta and messaging platform rules applicable to business messaging; and (d) maintain records of consent where required by law.

6. Monitoring and Enforcement

6.1REEL AI does not undertake general monitoring of Customer Data but may investigate suspected violations of this AUP, including by reviewing relevant logs, configurations and content, to the extent permitted by law and the Agreement.

6.2If REEL AI reasonably believes this AUP has been breached, it may, without limiting any other right or remedy: (a) issue a warning and require remediation; (b) remove or disable access to offending content or configurations; (c) restrict, suspend or throttle affected features or accounts, immediately where the breach poses a legal, security or reputational risk; (d) terminate the Agreement for material breach; and (e) report unlawful conduct to law enforcement or regulators, and cooperate with resulting investigations.

6.3Fees remain payable during any suspension arising from a breach of this AUP, and REEL AI has no liability for any loss arising from enforcement action taken in good faith under this AUP.

7. Reporting Violations

7.1Suspected violations of this AUP, or abuse of the Services, may be reported to support@reelai.com.au. Security vulnerabilities should be reported to security@reelai.com.au in accordance with the Security Statement (Schedule 6).

AI & Data Processing Policy

Version 1.0 — this Schedule forms part of, and is incorporated into, the REEL AI Terms of Service. In this Schedule, clause references are to clauses of this Schedule unless stated otherwise.

1. Purpose and Application

1.1This AI & Data Processing Policy (Schedule 2) explains how the artificial intelligence functionality of the REEL AI platform operates, how data is processed through the platform, the respective responsibilities of Pillar Health Systems Pty Ltd (ACN 696 899 751), trading as REEL AI, and its Customers, and the sub-processors and cross-border disclosures involved.

1.2This Policy forms part of the REEL AI Terms of Service and should be read together with the Privacy Policy, the Data Retention & Deletion Policy (Schedule 5) and the Security Statement (Schedule 6). Capitalised terms have the meanings given in the Terms of Service.

2. Nature of AI Features

2.1The AI Features use machine-learning models, including large language models and speech technologies, to answer and place calls, transcribe and summarise conversations, qualify leads, respond from an approved knowledge base, operate website chat, route enquiries, book appointments and automate workflows.

2.2AI systems are probabilistic. Outputs are generated from statistical patterns, not verified facts, and their quality depends on audio conditions, connectivity, configuration and the accuracy of the knowledge supplied by the Customer. The Customer acknowledges that:

(a)AI outputs may be inaccurate, incomplete, outdated, biased or contextually inappropriate, and may include fabricated content ("hallucinations");

(b)transcripts and summaries are machine-generated approximations and may contain errors, including in names, numbers, addresses and prices;

(c)speech recognition and synthesis may fail or degrade, and voice quality may vary;

(d)bookings, routing, notifications and integrations may fail or behave unexpectedly; and

(e)no guarantee of accuracy, completeness or fitness for purpose is given in respect of any AI output.

2.3Human review. The Customer must review AI outputs before relying on them for any decision of consequence, including pricing, contractual, legal, financial or safety-related matters, and must maintain human oversight of its business operations. AI Features must not be used as the sole basis for decisions that produce legal or similarly significant effects for individuals.

2.4REEL AI continually works to improve the AI Features, but improvement over time does not constitute, and must not be relied on as, a guarantee of correctness in any particular interaction.

3. Learning and Model Improvement

3.1The AI Features are configured and continuously improved using: (a) knowledge, documents and FAQs uploaded and approved by the Customer; (b) business settings, workflows and routing rules; and (c) signals derived from call interactions, such as resolution outcomes and corrections. Customer-specific learning is applied to the Customer's own tenant configuration and does not make Customer Confidential Information available to other customers.

3.2REEL AI may use de-identified and aggregated data derived from use of the Services to develop, test, benchmark and improve the platform and AI Features. REEL AI will only use identifiable Customer Data to train models where this is lawful and consistent with the Privacy Act, and will not permit third-party foundation-model providers to use Customer Data to train their general-purpose models, except where expressly agreed with the Customer.

3.3Enterprise customers may request additional data-handling configurations, including restrictions on improvement uses, by written agreement.

4. Roles: Data Controller and Data Processor

4.1End User data. For Personal Information of End Users processed through the platform — including call recordings, transcripts, caller details and campaign data — the Customer determines the purposes and means of processing (acting in the role commonly described as data controller) and REEL AI processes that information on the Customer's behalf and documented instructions (acting as data processor). The Agreement, the Customer's configurations and the Customer's use of platform controls constitute the Customer's instructions.

4.2Customer account data. For Personal Information of the Customer's representatives (account, billing and support data), REEL AI determines the purposes of processing and handles that information in accordance with its Privacy Policy.

4.3The Customer is responsible, as between the parties, for: (a) the lawfulness of the Personal Information supplied to the platform; (b) APP 5 collection notices and any consents required from End Users, including for call recording and AI processing under surveillance devices legislation; (c) responding to End User privacy requests; and (d) its own privacy policy and compliance program. REEL AI will provide reasonable assistance, at the Customer's cost where material, with access, correction and deletion requests relating to End User data.

5. Data Processing Through the Call Lifecycle

5.1During a call: audio is streamed in real time between the End User, telephony carriers and voice AI infrastructure, which may include processing in the United States. Real-time processing is configured to minimise offshore retention, with transient data deleted promptly after processing (target: within 24 hours).

5.2After a call: the permanent call recording, transcript, summary and metadata are stored on cloud infrastructure located in Australia, encrypted at rest, and retained in accordance with the Data Retention & Deletion Policy (Schedule 5) and the Customer's settings.

5.3Analysis: transcripts and related data may be analysed by AI services hosted in Australian regions for summarisation, lead qualification, insights and CSV/CRM data mapping. Such providers are contractually restricted from using this content to train their general-purpose models, and transient abuse-monitoring retention (where applicable under a provider's terms) is limited and time-bound.

6. Sub-Processors

6.1REEL AI uses the following categories of sub-processors, which may change from time to time (material changes will be notified via the platform or email):

(a)Cloud hosting and storage — Amazon Web Services (Sydney, Australia): primary infrastructure, encrypted databases and file storage for permanent platform data;

(b)AI processing — Microsoft Azure OpenAI (Australia East) and equivalent Australian-region AI services: transcript analysis, summarisation and data mapping;

(c)Real-time voice AI (United States): live speech recognition, dialogue and voice synthesis during active calls, configured for minimal retention;

(d)Telephony and messaging — Twilio and telecommunications carriers (United States and Australia): call carriage, phone numbers, SMS delivery;

(e)Messaging platforms — Meta (WhatsApp Business) (United States): business messaging where enabled by the Customer;

(f)Email delivery, payment processing (PCI DSS certified), CRM and calendar integrations (Google and others), analytics and support tooling: as required to operate the Services and any integrations enabled by the Customer.

6.2REEL AI imposes contractual obligations on sub-processors regarding confidentiality, security and data protection consistent with the Agreement, and remains responsible for its sub-processors' performance of REEL AI's obligations.

7. Cross-Border Disclosure and Consent (APP 8)

7.1By using the Services, the Customer acknowledges and consents, and warrants that it has obtained any End User consents and given any notices necessary, for: (a) real-time processing of call audio and related data in the United States as described in this Policy; (b) the use of United States-based telephony, messaging, analytics and advertising providers; and (c) the other overseas disclosures described in this Policy and the Privacy Policy, for the purposes of APP 8.

7.2REEL AI takes reasonable steps to ensure overseas recipients handle Personal Information consistently with the APPs, including contractual protections, retention minimisation, encryption and vendor due diligence, as described in the Security Statement (Schedule 6).

8. Customer Controls

8.1The platform provides controls that the Customer is responsible for configuring appropriately, including: recording announcements and greetings; knowledge base content and approved FAQs; workflow, routing and escalation rules; retention settings (where configurable); user roles and permissions; and integration connections. The Customer must ensure its configurations comply with law and reflect its instructions to REEL AI as processor.

9. Contact

9.1Questions about this Policy, AI functionality or data processing may be directed to privacy@reelai.com.au.

Subscription & Billing Policy

Version 1.0 — this Schedule forms part of, and is incorporated into, the REEL AI Terms of Service. In this Schedule, clause references are to clauses of this Schedule unless stated otherwise.

1. Purpose and Application

1.1This Subscription & Billing Policy (Schedule 3) governs subscriptions, fees and payments for the REEL AI platform and services provided by Pillar Health Systems Pty Ltd (ACN 696 899 751), trading as REEL AI. It forms part of the REEL AI Terms of Service (the Master Terms). Capitalised terms have the meanings given in the Master Terms. If an executed enterprise Order expressly provides different commercial terms, the Order prevails.

2. Plans and Subscription Terms

2.1The Services are offered on monthly plans, annual plans and negotiated enterprise contracts, as described in the applicable Order or in-platform pricing. Each plan may include usage allowances (such as included call minutes, calls, SMS or seats) and applicable overage rates.

2.2The Customer's current plan, usage, allowances, overage rates and accrued charges are available in the billing section of the platform dashboard.

3. Free Trial

3.1Offer. REEL AI may offer new Customers a free trial of the Services for a period of 7 days from activation (Trial). The plans, features, allowances and integrations available during a Trial are as determined by REEL AI, may be limited compared to paid plans, and may be varied, suspended or withdrawn by REEL AI at any time. Unless REEL AI agrees otherwise in writing, only one Trial is available per Customer, including its related bodies corporate and entities under common ownership or control, and Trials may not be obtained repeatedly through new accounts or entities.

3.2Payment method and automatic conversion. A valid payment method may be required to activate a Trial. No Fees are charged during the Trial period. Unless the Customer cancels before the end of the Trial period, the Trial automatically converts to a paid subscription of the selected plan at the end of the 7-day Trial period, and the Customer's nominated payment method will be charged the applicable Fees from the first day after the Trial ends. The minimum term in clause 6 of this Schedule commences on conversion to a paid subscription.

3.3Cancellation during Trial. The Customer may cancel at any time before the end of the Trial period through the billing section of the Platform dashboard or by written notice to REEL AI, in which case cancellation takes effect immediately and no Fees are charged. The notice periods in clause 5, and the minimum term and no-pause provisions in clause 6, of this Schedule do not apply to cancellation during a Trial.

3.4Trial basis. Trials are provided for evaluation purposes on an "as is" and "as available" basis. The availability objectives and support response targets in the Service Level & Support Policy (Schedule 4) do not apply to Trials. Subject to clause 16 of the Master Terms (Australian Consumer Law) and to the maximum extent permitted by law, REEL AI's total aggregate liability in connection with a Trial is limited to AUD $100.

3.5Trial data. If a Trial does not convert to a paid subscription, Customer Data from the Trial (including any Call Recordings and Transcripts) will be deleted in accordance with the Data Retention & Deletion Policy (Schedule 5), and any dedicated telephone numbers allocated for the Trial may be released immediately on expiry.

3.6Nothing in this clause excludes, restricts or modifies any Non-Excludable Provision, and REEL AI's marketing of a Trial as "free" refers to the absence of Fees during the Trial period only.

4. Fees, Invoicing and GST

4.1Fees are payable in Australian dollars in advance for each billing period, with usage and overage charges billed in arrears as accrued, by direct debit or card through our payment processor, or by invoice where agreed. Invoices (where issued) are due within 14 days of issue.

4.2Unless expressly stated otherwise, all Fees are exclusive of GST, which is payable in addition at the prevailing rate on supply of a valid tax invoice, in accordance with the A New Tax System (Goods and Services Tax) Act 1999 (Cth). The Customer is responsible for any other taxes, duties and levies arising from its acquisition of the Services (other than taxes on REEL AI's income).

4.3Payment card details are processed and stored by our PCI DSS certified payment processor and are not stored on REEL AI systems.

5. Automatic Renewal

5.1Subscriptions renew automatically at the end of each billing period or committed term for a further period of the same duration, at the then-current rates, unless either party gives notice of non-renewal before the renewal date: at least 30 days for monthly plans and at least 60 days for annual and enterprise plans (or as otherwise stated in the Order).

5.2The Customer authorises REEL AI and its payment processor to charge the Customer's nominated payment method for all Fees, including renewal Fees, usage and overage charges, on or after each due date.

6. Cancellation, Minimum Term and No Pauses

6.1Minimum term. Each subscription has a minimum commitment of one full monthly billing period from the start of the paid subscription — excluding any free Trial period, and commencing on conversion where a Trial converts under clause 3 of this Schedule — (or such longer initial term as is specified in the Order). Cancellation cannot take effect before the end of the minimum term, and the Customer remains liable for all Fees for the full minimum term regardless of usage or the date on which cancellation is requested.

6.2How to cancel. The Customer may cancel a subscription through the billing section of the Platform dashboard or by written notice to REEL AI, in each case in accordance with the non-renewal notice periods in clause 5 of this Schedule. Cancellation takes effect at the end of the then-current billing period (for monthly plans) or the then-current committed term (for annual and enterprise plans), subject to completion of the minimum term. The Services, and the obligation to pay Fees, continue until the effective cancellation date.

6.3No refunds on cancellation. Except as required by law (including the ACL) or expressly stated in the Agreement, no refund, credit or set-off is provided for prepaid Fees, unused allowances, or any unused portion of a billing period or committed term on cancellation by the Customer.

6.4No pauses or holds. Subscriptions cannot be paused, frozen, suspended or placed on hold at the Customer's request. Fees continue to accrue for the duration of the subscription regardless of the Customer's level of use, including periods of low or no use, holidays or seasonal closures. A Customer that does not wish to continue the Services must cancel in accordance with this clause; suspension of the Services by REEL AI under the Master Terms is not a pause of, and does not relieve, the Customer's payment obligations.

6.5Re-subscription. A Customer that cancels may re-subscribe at any time at the then-current plans and pricing. REEL AI does not guarantee that previous plans, pricing, configurations, integrations or dedicated telephone numbers will remain available on re-subscription: dedicated numbers may be released following cancellation, and Customer Data is retained and deleted in accordance with the Data Retention & Deletion Policy (Schedule 5).

7. Late and Failed Payments

7.1If a payment fails, REEL AI may retry the payment method and will notify the Customer. The Customer must update its payment details and pay the outstanding amount within 7 days of notice.

7.2REEL AI may charge interest on overdue amounts at 2% per month (or the maximum rate permitted by law, if lower), calculated daily from the due date until paid, and may recover its reasonable costs of collection, including debit dishonour fees and debt recovery costs.

7.3REEL AI may suspend or restrict the Services (including pausing AI call answering) if any amount remains unpaid 14 days after notice of non-payment, and may terminate the Agreement for non-payment as a material breach under the Terms of Service. Suspension does not relieve the Customer of the obligation to pay Fees accruing during the suspension.

8. Price Changes

8.1REEL AI may introduce, modify or adjust Fees, plans, allowances and overage rates, and may introduce charges for new services and features, at any time in accordance with clause 21 of the Master Terms. Price Changes will be notified by email or in-Platform notice at least 30 days before taking effect and will apply from the Customer's next renewal after the effective date (or, for usage and overage rates, from the effective date stated in the notice). If the Customer does not accept a price Change, its remedy is to elect not to renew in accordance with clause 5 of this Schedule. Continued use after the effective date constitutes acceptance.

8.2Prices under an executed enterprise Order with a fixed committed term will not increase during that committed term except as stated in the Order.

9. Refunds and Cooling-Off

9.1Except as expressly stated in the Agreement or required by law (including the ACL), Fees are non-refundable and unused allowances do not roll over or convert to credits. No refund is payable for partial billing periods, downgrades, or termination by REEL AI for the Customer's breach.

9.2The Services are supplied to businesses and no statutory cooling-off period applies to standard subscriptions. Where any law confers a non-excludable cooling-off or termination right, that right applies in accordance with its terms, and nothing in this Policy excludes any remedy available to the Customer under the ACL, including for major failures of the Services.

9.3Refunds expressly provided for elsewhere in the Agreement (for example, on termination for REEL AI's material breach or for detrimental changes to the Terms) will be paid to the Customer's original payment method within a reasonable period.

10. Upgrades, Downgrades and Enterprise Contracts

10.1Upgrades take effect immediately, with pro-rated charges for the remainder of the current billing period. Downgrades take effect from the next billing period and may reduce features, allowances and retained data limits; the Customer is responsible for exporting data affected by a downgrade.

10.2Enterprise contracts, including committed terms, custom pricing, service levels and bespoke data-handling terms, are available by executed Order and prevail over this Policy to the extent of any inconsistency.

11. Disputed Charges and Contact

11.1The Customer must notify REEL AI of any disputed charge within 30 days of the invoice or charge date, providing reasonable detail, and must pay all undisputed amounts when due. The parties will seek to resolve billing disputes promptly and in good faith under the dispute resolution provisions of the Terms of Service. Billing enquiries: support@reelai.com.au.

Service Level & Support Policy

Version 1.0 — this Schedule forms part of, and is incorporated into, the REEL AI Terms of Service. In this Schedule, clause references are to clauses of this Schedule unless stated otherwise.

1. Purpose and Application

1.1This Service Level & Support Policy (Schedule 4) describes the availability objectives, maintenance practices and support arrangements for the REEL AI platform provided by Pillar Health Systems Pty Ltd (ACN 696 899 751), trading as REEL AI. It forms part of the REEL AI Terms of Service (the Master Terms). Capitalised terms have the meanings given in the Master Terms.

1.2Unless expressly stated as contractual commitments in an executed enterprise Order, the availability and response targets in this Policy are objectives only and do not constitute warranties, guarantees or conditions, and no service credits, rebates or other remedies are payable in respect of them.

2. Availability Objective

2.1REEL AI targets platform availability of 99.5% per calendar month, measured at the platform boundary and excluding the matters in clause 3. The Customer acknowledges that the Services depend on telecommunications carriers, internet connectivity, cloud infrastructure and Third-Party Services outside REEL AI's control, and that continuous, uninterrupted or error-free operation is not guaranteed, nor is it guaranteed that every call will be answered or every enquiry captured.

3. Exclusions from Availability Measurement

3.1The following are excluded from availability measurement and do not constitute unavailability or breach:

(a)scheduled maintenance notified in accordance with clause 4, and emergency maintenance;

(b)failures, outages or degradation of Third-Party Services, including AWS, Azure, OpenAI, Twilio, Meta, Google, telecommunications carriers and internet service providers;

(c)Force Majeure Events, cyber attacks and denial-of-service attacks, and mitigations reasonably deployed in response;

(d)suspension or restriction of the Services permitted under the Agreement (including for non-payment or Acceptable Use Policy (Schedule 1) breach);

(e)issues caused by the Customer's equipment, networks, configurations, integrations, data or third-party software; and

(f)beta, trial, preview or free features, which are provided without any availability objective.

4. Maintenance

4.1Scheduled maintenance is generally performed outside Australian business hours where practicable, with at least 48 hours' notice via the platform or email for maintenance expected to cause material disruption. Emergency maintenance (including urgent security patching) may be performed at any time with such notice as is practicable. Version updates and platform migrations may change features and interfaces in accordance with the Terms of Service.

5. Support Channels and Hours

5.1Standard support is provided by email at support@reelai.com.au and through in-platform support channels, during business hours of 8.30am to 5.30pm (AWST), Monday to Friday, excluding Western Australian public holidays. Enhanced support hours and channels may be available under enterprise Orders.

5.2Support covers the diagnosis and resolution of faults in the platform and reasonable "how-to" assistance. Support does not include training programs, custom development, data re-entry or re-creation, on-site services, or support for the Customer's own systems, networks or third-party software, which may be available as paid professional services.

6. Incident Severity and Response Targets

6.1REEL AI classifies incidents and targets initial responses as follows (targets are measured within support hours and are objectives only):

(a)Severity 1 — Critical: platform unavailable for the Customer, or calls not being answered platform-wide. Target initial response: 2 support hours; continuous effort to restore.

(b)Severity 2 — High: major feature materially degraded (for example, transcription or booking failures affecting most interactions) with no workaround. Target initial response: 4 support hours.

(c)Severity 3 — Medium: partial degradation or fault with a reasonable workaround. Target initial response: 1 Business Day.

(d)Severity 4 — Low: minor issues, cosmetic defects, questions and feature requests. Target initial response: 2 Business Days.

6.2Resolution times depend on the nature of the incident and third-party dependencies and are not guaranteed. REEL AI will keep the Customer reasonably informed of the status of Severity 1 and 2 incidents.

7. Customer Responsibilities

7.1The Customer must: (a) report incidents promptly with reasonable detail (account, time, numbers affected, examples); (b) provide reasonable cooperation, information and access for diagnosis; (c) maintain accurate contact details for operational notices; (d) keep its own systems, browsers, networks and integrations current and compatible; and (e) implement reasonable business continuity measures appropriate to its operations, including fallback arrangements for critical communications.

8. Status Communications

8.1REEL AI may publish service status and incident notifications via a status page, in-platform notices or email. These communications are provided for information only and do not vary the Agreement.

Data Retention & Deletion Policy

Version 1.0 — this Schedule forms part of, and is incorporated into, the REEL AI Terms of Service. In this Schedule, clause references are to clauses of this Schedule unless stated otherwise.

1. Purpose and Application

1.1This Data Retention & Deletion Policy (Schedule 5) sets out how Pillar Health Systems Pty Ltd (ACN 696 899 751), trading as REEL AI, retains, deletes and de-identifies data processed in connection with the REEL AI platform. It forms part of the REEL AI Terms of Service and should be read with the Privacy Policy and the AI & Data Processing Policy (Schedule 2). Capitalised terms have the meanings given in the Terms of Service.

1.2This Policy reflects REEL AI's obligations under APP 11.2 of the Privacy Act 1988 (Cth) to take reasonable steps to destroy or de-identify Personal Information that is no longer needed, subject to legal retention requirements.

2. Retention Principles

2.1REEL AI retains data: (a) for as long as reasonably necessary to provide the Services and fulfil the purposes described in the Privacy Policy; (b) for the periods configured by the Customer, where configurable retention controls are provided; and (c) for any longer period required by law, including tax, corporations and record-keeping legislation, or for the establishment, exercise or defence of legal claims.

3. Standard Retention Schedule

3.1Unless a different period is agreed in an Order, configured by the Customer, or required by law, the following default retention periods apply:

(a)Call Recordings and Transcripts: 7 years from creation (configurable per Customer where the platform permits);

(b)AI summaries, lead and appointment records, chat and message logs: aligned to the associated interaction records (default 7 years);

(c)Campaign and contact data uploaded by the Customer: duration of the subscription, then deleted in accordance with clause 5;

(d)Customer account and subscription records: duration of the account plus 2 years after closure;

(e)Billing records, invoices and tax records: 7 years (Australian tax and corporations law compliance);

(f)Support tickets and correspondence: 2 years from closure;

(g)Website contact form submissions and marketing leads: 2 years from last interaction;

(h)Platform and security logs: 90 days (extended where reasonably required for an active security investigation); and

(i)Free trial data (where the trial does not convert to a paid subscription): deleted or de-identified within 30 days of trial expiry, except records required by law; and

(j)Transient real-time processing data held by overseas voice AI providers: deleted promptly after processing, with a target of no more than 24 hours, as described in the AI & Data Processing Policy (Schedule 2).

4. Data Export

4.1During the subscription term, the Customer may export Call Recordings, Transcripts, reports and other Customer Data using the platform's export functionality or by written request. Following termination or expiry, REEL AI will make Customer Data available for export for 30 days (the Export Window), after which clause 5 applies. Assistance with bulk or bespoke exports may be charged as professional services at then-current rates.

5. Deletion on Termination

5.1Following the Export Window, REEL AI will delete or de-identify Customer Data within 60 days, except: (a) records REEL AI is required by law to retain (including billing and tax records, and any records subject to a legal hold), which are retained only for the required period and then deleted; (b) data in encrypted backups, which is overwritten in the ordinary course of backup rotation within a further 90 days; and (c) de-identified and aggregated data, which does not identify the Customer or any individual and may be retained.

5.2On the Customer's written request, REEL AI will confirm in writing that deletion has been completed in accordance with this Policy.

6. Deletion Requests During the Term

6.1The Customer may delete individual records (including specific Call Recordings and Transcripts) using platform controls where available, or by written request to support@reelai.com.au. Deletions requested in respect of End User Personal Information are treated as Customer instructions under the AI & Data Processing Policy (Schedule 2). Deleted records are removed from production systems promptly and from backups in the ordinary course of rotation.

7. Backups and Resilience

7.1Production data is backed up on an automated schedule to encrypted storage within Australia. Backups exist for disaster recovery purposes only and are not an archive service for the Customer. Restoration of Customer-deleted data from backup is not available except where required for disaster recovery of the platform as a whole.

8. Legal Holds and Lawful Requests

8.1REEL AI may suspend deletion of specific data where reasonably required to comply with a court order, subpoena, statutory notice, regulatory investigation or the reasonable anticipation of litigation. REEL AI will notify the Customer of any such hold affecting Customer Data unless prohibited by law.

9. Media Sanitisation

9.1Deletion is performed using logical deletion followed by cryptographic erasure or secure overwriting consistent with industry practice for cloud environments. Physical media destruction is managed by our cloud infrastructure providers under their certified data-centre decommissioning processes.

Security Statement

Version 1.0 — this Schedule forms part of, and is incorporated into, the REEL AI Terms of Service. In this Schedule, clause references are to clauses of this Schedule unless stated otherwise.

1. Purpose and Application

1.1This Security Statement (Schedule 6) describes the technical and organisational measures maintained by Pillar Health Systems Pty Ltd (ACN 696 899 751), trading as REEL AI, to protect the REEL AI platform and the data processed through it. It forms part of the REEL AI Terms of Service and should be read with the Privacy Policy, the AI & Data Processing Policy (Schedule 2) and the Data Retention & Deletion Policy (Schedule 5).

1.2Security controls evolve. REEL AI may update, substitute or enhance the measures described in this Statement, provided the overall level of protection is not materially reduced during a paid subscription term.

2. Hosting and Infrastructure

2.1Permanent platform data is hosted on enterprise cloud infrastructure in Australia (Amazon Web Services, Sydney region), with AI analysis services in Australian regions (including Microsoft Azure, Australia East) and real-time voice processing as described in the AI & Data Processing Policy (Schedule 2). Our infrastructure providers maintain independent certifications and assessments (including ISO/IEC 27001 and IRAP assessment of AWS Sydney at the PROTECTED level for in-scope services).

2.2Production environments are logically separated from development and testing environments, and customer tenants are separated by database-level, application-level access controls.

3. Encryption

3.1All data is encrypted at rest using AES-256 and in transit using TLS 1.3 (with strong cipher suites and forward secrecy). Encryption keys are managed through the cloud provider's managed key management services with restricted access and rotation controls. Passwords are stored using industry-standard salted adaptive hashing (bcrypt or stronger). Payment card data is handled exclusively by our PCI DSS Level 1 certified payment processor and never touches REEL AI systems.

4. Access Control and Authentication

4.1Access to production systems and Customer Data follows least-privilege and need-to-know principles, enforced through role-based access controls (RBAC) with distinct administrator and client roles, individual named accounts, multi-factor authentication for administrative and privileged access, periodic access reviews, and prompt revocation on role change or departure. Administrative actions on production systems are logged.

4.2Customers control their own user roles and permissions within the platform and are responsible for provisioning, reviewing and de-provisioning their Permitted Users and for the strength and confidentiality of their credentials.

5. Application and Network Security

5.1Security measures include: secure software development practices with code review and dependency management; input validation and protection against common web vulnerabilities (aligned to OWASP guidance); web application firewalling and DDoS mitigation at the edge; rate limiting and endpoint protections on APIs and inbound webhooks; network segmentation and security groups; and hardened configurations with routine patching of platform components.

6. Monitoring, Logging and Testing

6.1REEL AI maintains centralised logging, availability and anomaly monitoring, and alerting across production systems. Security posture is reviewed on an ongoing basis, including periodic vulnerability scanning, security reviews of significant changes, and remediation of findings on a risk-prioritised basis. Third-party penetration testing may be commissioned periodically; summaries may be made available to enterprise customers under confidentiality.

7. Backups and Business Continuity

7.1Automated, encrypted backups are taken on a scheduled basis and stored within Australia, with periodic restoration testing. Recovery objectives are maintained internally and disaster recovery arrangements leverage the multi-availability-zone architecture of our cloud providers. Backups are retained and rotated in accordance with the Data Retention & Deletion Policy (Schedule 5).

8. Personnel Security

8.1REEL AI personnel with access to Customer Data are subject to confidentiality obligations, background verification appropriate to their role where permitted by law, security awareness training, and disciplinary processes for policy violations. Access is limited to personnel who require it to provide the Services or support.

9. Sub-Processor Security

9.1Sub-processors are assessed before engagement and periodically thereafter, having regard to their certifications, security documentation and data-handling terms. Sub-processors are bound by contractual confidentiality, security and privacy obligations consistent with the Agreement, and configurations are applied to minimise data retention by overseas processors as described in the AI & Data Processing Policy (Schedule 2). The current categories of sub-processors are listed in that Policy.

10. Incident Response and Breach Notification

10.1REEL AI maintains a documented incident response process covering detection, triage, containment, eradication, recovery and post-incident review. In the event of a security incident affecting Customer Data:

(a)REEL AI will investigate promptly to determine scope and impact and take reasonable steps to contain and remediate;

(b)REEL AI will notify affected Customers without undue delay, providing available details of the nature of the incident, the categories of data involved, the measures taken, and recommended actions;

(c)where an eligible data breach is likely to result in serious harm, REEL AI will comply with the Notifiable Data Breaches scheme in Part IIIC of the Privacy Act 1988 (Cth), including notification to the OAIC and affected individuals where required, coordinating with the Customer as the party responsible for End User relationships; and

(d)REEL AI will conduct a post-incident review and apply lessons learned to strengthen controls.

11. Responsible Disclosure

11.1Security researchers and customers who identify a suspected vulnerability are asked to report it confidentially to security@reelai.com.au with sufficient detail to reproduce the issue, and to refrain from accessing or modifying data belonging to others, degrading the Services, or publicly disclosing the issue before REEL AI has had a reasonable opportunity to remediate. REEL AI will acknowledge reports promptly and will not commence legal action in respect of good-faith research conducted in accordance with this clause and applicable law.

12. No Absolute Guarantee

12.1No security program can guarantee absolute security. Without limiting the measures described above, the Customer acknowledges that transmission of data over the internet and telecommunications networks carries inherent risk, and that REEL AI's security obligations are to maintain the measures described in this Statement with due care and skill, not to guarantee that incidents will never occur. Liability in connection with security incidents is governed by the Terms of Service, including the Australian Consumer Law and Limitation of Liability provisions.