Terms of Service

3.1 Registration Requirements

• You must provide accurate and complete registration information
• You must be at least 18 years of age
• You must have authority to act on behalf of the RTO you register
• One account per RTO organisation

3.2 Account Security

• You are responsible for maintaining the confidentiality of your account credentials
• You must notify us immediately of any unauthorised access to your account
• You are responsible for all activities that occur under your account
• We recommend using strong, unique passwords and enabling available security features

3.3 User Management

Account administrators may invite additional Users within their seat allocation. You are responsible for ensuring all Users comply with these Terms and for the actions of Users under your account.

4.1 Subscription Tiers

The Service is offered under tiered subscriptions (Starter, Professional, Enterprise) with varying features, usage limits, and pricing as described on our Pricing page.

4.2 Billing

• Subscriptions are billed monthly or annually in advance in Australian Dollars (AUD)
• All prices are exclusive of GST unless otherwise stated
• Payments are processed through secure third-party payment providers
• You authorise us to charge your payment method for all applicable fees

4.3 Usage Limits & Overages

Each subscription tier includes monthly limits for email processing. Usage beyond these limits will incur overage charges at the rates specified on our Pricing page. We will notify you when approaching your limits.

4.4 Upgrades & Downgrades

• You may upgrade your subscription at any time; changes take effect immediately
• Downgrades take effect at the end of your current billing period
• No pro-rata refunds are provided for downgrades or unused portions of subscriptions

4.5 Refunds

Subscription fees are non-refundable except as required by Australian Consumer Law. If you believe you are entitled to a refund, please contact us at billing@compleo.com.au.

5.1 Permitted Use

The Service is designed for Australian RTOs to manage email triage, complaints handling, and compliance activities. You may use the Service only for lawful purposes related to your RTO operations.

5.2 Prohibited Conduct

You must not:

• Use the Service for any unlawful purpose or in violation of any applicable laws
• Upload malicious code, viruses, or harmful content
• Attempt to gain unauthorised access to the Service or other users' accounts
• Interfere with or disrupt the Service or its infrastructure
• Resell, sublicense, or provide access to the Service to third parties without authorisation
• Use the Service to process data unrelated to legitimate RTO operations
• Circumvent usage limits or security measures
• Use automated tools to scrape or extract data from the Service
• Upload content that infringes intellectual property rights of others

6.1 Your Data

You retain all ownership rights to your Customer Data. By using the Service, you grant us a limited licence to process your Customer Data solely for the purpose of providing and improving the Service.

6.2 Privacy

Our collection and use of personal information is governed by our Privacy Policy, which forms part of these Terms. We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

6.3 Data Security

We implement reasonable security measures to protect your Customer Data. However, no method of transmission or storage is 100% secure. You acknowledge that you use the Service at your own risk.

6.4 Data Retention

We retain your Customer Data for the duration of your subscription and for a reasonable period thereafter to comply with legal obligations. You may request deletion of your data upon account termination, subject to legal retention requirements.

6.5 Multi-Tenant Isolation

The Service operates on a multi-tenant architecture. Your Customer Data is logically isolated from other customers' data and is only accessible to authorised Users within your organisation.

7.1 AI-Powered Features

The Service uses artificial intelligence to provide email classification, complaint detection, and assisted reply generation. These features are powered by third-party AI services (currently Anthropic Claude).

7.2 AI Limitations

• AI outputs are suggestions and may contain errors or inaccuracies
• You are responsible for reviewing and verifying all AI-generated content before use
• AI features should not be relied upon as the sole basis for compliance decisions
• We do not guarantee the accuracy, completeness, or fitness for purpose of AI outputs

7.3 AI Data Processing

When you use AI Features, relevant data is sent to our AI service provider for processing. Our AI provider (Anthropic) operates under commercial terms that prohibit using your data for model training. See our Privacy Policy for details.

7.4 Sensitive Information

We take measures to protect sensitive student information. Unique Student Identifiers (USIs) are not sent to AI services. However, you should avoid including unnecessary sensitive information in emails and documents processed through the Service.

8.1 Our Property

The Service, including its software, design, features, documentation, and all related intellectual property, is owned by Compleo and protected by Australian and international intellectual property laws. You receive only the limited licence to use the Service as described in these Terms.

8.2 Feedback

If you provide feedback, suggestions, or ideas about the Service, you grant us a perpetual, royalty-free licence to use such feedback for any purpose without obligation to you.

8.3 Trademarks

"Compleo" and related logos are trademarks of Compleo Pty Ltd. You may not use our trademarks without prior written consent.

9.1 Availability

We strive to maintain high availability of the Service but do not guarantee uninterrupted access. The Service may be temporarily unavailable due to maintenance, updates, or factors beyond our control.

9.2 Modifications

We may modify, update, or discontinue features of the Service at any time. We will provide reasonable notice of material changes that adversely affect your use of the Service.

9.3 Support

Support availability varies by subscription tier. See our Pricing page for details on support included with each tier.

10.1 Disclaimer of Warranties

To the maximum extent permitted by law, the Service is provided "as is" without warranties of any kind, whether express, implied, or statutory, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

10.2 Limitation

To the maximum extent permitted by law, Compleo shall not be liable for:

• Any indirect, incidental, special, consequential, or punitive damages
• Loss of profits, revenue, data, or business opportunities
• Costs of procuring substitute services
• Any amount exceeding the fees paid by you in the 12 months preceding the claim

10.3 Australian Consumer Law

Nothing in these Terms excludes, restricts, or modifies any guarantee, right, or remedy you may have under the Australian Consumer Law or other applicable consumer protection laws that cannot be excluded by agreement.

10.4 Compliance Responsibility

The Service is a tool to assist with compliance activities. You remain solely responsible for your RTO's compliance with ASQA standards, VET regulations, and other applicable laws. We do not guarantee that use of the Service will result in regulatory compliance.

12.1 Termination by You

You may cancel your subscription at any time through your account settings or by contacting us. Cancellation takes effect at the end of your current billing period. No refunds are provided for unused portions.

12.2 Termination by Us

We may suspend or terminate your account if:

• You breach these Terms
• You fail to pay applicable fees
• We are required to do so by law
• We discontinue the Service (with reasonable notice)

12.3 Effect of Termination

Upon termination, your access to the Service will cease. You may request export of your Customer Data within 30 days of termination. After this period, we may delete your data in accordance with our data retention policies.

12.4 Survival

Sections relating to intellectual property, limitation of liability, indemnification, and governing law survive termination of these Terms.

14.1 Jurisdiction

These Terms are governed by the laws of Queensland, Australia. You agree to submit to the exclusive jurisdiction of the courts of Queensland for any disputes arising from these Terms or your use of the Service.

14.2 Dispute Resolution

Before initiating legal proceedings, you agree to attempt to resolve any dispute by contacting us and engaging in good faith negotiations for at least 30 days.

14.3 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

14.4 Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Compleo regarding the Service and supersede any prior agreements.