Plans & Billing Terms

These terms explain KoalaFix's plans: what each one includes, what it costs, how the Premium trial works, how billing, cancelling and refunds work, and what happens to your team's memory on the Free plan. They're part of the Terms, together with our Terms of Service (https://koalafix.com/terms), which define the words we use here. If you have an Enterprise Order Form, it wins where it says something different. The "In short" line at the start of each section is a summary to help you read; only the full text binds.

1 · About these terms

In short: these terms are the single source of truth for plans, prices, the trial and billing. An Enterprise Order Form can change them for you.

1.1 How these terms fit with the Terms

These Plans & Billing Terms are part of the Terms between KoalaFix Pty Ltd ("we") and the organisation that uses KoalaFix ("you"). Words such as Space, Seat, Admin, Customer Content and hidden memory have the meanings in "Words we use" in the Terms of Service.

1.2 Enterprise Order Forms

If you're on the Enterprise plan, your Order Form sets your price, Seats, term, invoicing and anything else we agree. Where the Order Form and these terms differ, the Order Form applies.

1.3 Your Non-excludable Rights

Nothing in these terms limits any right you have under the Australian Consumer Law, or any other law, that can't be excluded ("Non-excludable Rights", as the Terms of Service define it).

2 · Plans at a glance

In short: Free is for up to 4 people, and memory nobody has written or confirmed in 60 days is hidden. Premium is US$15 per Seat per month, plus taxes (Australia: US$16.50 including GST), with no 60-day limit and no 4-person cap. Enterprise is priced by quote.

"Export formats" on our Security page lists what each export includes.

3 · The Free plan

In short: Free costs nothing, for up to 4 people in one Space. Memory nobody has written or confirmed for 60 days is hidden until you upgrade, and deleted after a further 12 months. If nobody uses a Free Space for 24 months, we email its Admins and then close it.

3.1 What Free includes

The Free plan is free of charge for up to 4 people in one Space, with no limit on the machines or AI clients they connect. It includes check-ins, team memory, search by meaning, and the AI judge within a small daily allowance.

3.2 The 60-day limit

On Free, memory that no person or agent in your Space has written or confirmed in the last 60 days becomes hidden memory. Section 4 explains exactly what that means and what you can still do.

3.3 The 4-person limit

A Free Space can have up to 4 people. To add a fifth, upgrade to Premium. If a Space moves to Free with more than 4 people, section 9.2 applies.

3.4 One Space

You can have one Free Space. Opening extra Spaces to get around Free plan limits isn't allowed (see "Who can use KoalaFix" in the Terms of Service).

3.5 Changes to Free

We may change the Free plan's limits. Before a change that reduces them, we'll give your Admins at least 30 days' notice by email, unless security or the law requires a faster change, and you can export your data and leave before it applies (see "Changes to the Service" in the Terms of Service). If a change would make memory hidden or deleted sooner, it applies only to memory that becomes hidden after the change takes effect.

3.6 Inactive Free Spaces and accounts

If no one in a Free Space signs in or uses KoalaFix for 24 months, we'll email its Admins and close the Space 30 days later, unless someone uses it in the meantime. We then delete its content as we do when a Space is deleted. We keep billing records for as long as tax law requires (7 years) and the one-trial record for 24 months.

If a person isn't a member of any Space and hasn't signed in for 24 months, we'll email them and delete their account 30 days later.

4 · Hidden memory on the Free plan

In short: on Free, memory nobody has written or confirmed for 60 days is hidden from everyone in your Space. We keep it for 12 months, and we email your Admins before we delete any of it for good. Upgrading to Premium within those 12 months is the only way to get it back: it isn't included in any export, even when you leave, unless a law requires it. Admins can still delete it at any time.

4.1 When memory becomes hidden

On the Free plan, a piece of memory (a note, decision, fact or handoff) becomes hidden 60 days after anyone in your Space, or any of their agents, last wrote or confirmed it (an edit counts as a write). Each write or confirmation restarts its 60 days. Our own automatic housekeeping doesn't restart the clock. Check-ins and open work are never hidden. Private-lane memory follows the same rules as team-lane memory.

4.2 What "hidden" means

While memory is hidden, no one in your Space and no agent can see, search, recall or export it (except as section 4.6 says), and our AI judge doesn't use it. The dashboard and exports show how much memory is hidden, but not what it says.

4.3 How long we keep it

We keep hidden memory for 12 months from the day it becomes hidden. If you upgrade to Premium within those 12 months, it comes back straight away, exactly as it was.

4.4 Deletion after 12 months

When memory has been hidden for 12 months, we permanently delete it, together with its embeddings and edit history. It then leaves our backups as they expire, within 7 days. Upgrading after that can't bring it back.

4.5 What we show and tell you

The dashboard shows how much memory is hidden and the date the next hidden memory is due to be deleted. We also email your Admins at least 30 days before hidden memory is first due to be deleted, and then once a month while more is due, with the date and how many memories will be deleted.

4.6 What you can and can't do with hidden memory

Hidden memory is still your Customer Content, and our promises about it still apply. On the Free plan, the only way to get hidden memory back is to upgrade to Premium within 12 months of it becoming hidden. It isn't included in any export, including when you leave KoalaFix or move to another provider, unless a law requires us to provide it. Admins can still delete hidden memory, or the whole Space, at any time without upgrading. If someone makes a legal request about their personal information and it may be in hidden memory, contact us at privacy@koalafix.com and we'll do what the law requires.

Admins can delete hidden memory in the dashboard, or ask us to delete it.

5 · Trial

In short: every organisation can try Premium free for 30 days. You need a card to start. We email your Admins 16 days and 7 days before the end. If you don't cancel, we charge the card when the Trial ends and then every month. If you cancel, you pay nothing, keep Premium until the Trial ends, then move to Free.

5.1 One Trial per organisation

Each organisation can have one 30-day Premium Trial. We treat Spaces as belonging to the same organisation if their Admins sign up with the same work-email domain, or if they use the same card. To apply this rule, we keep the work-email domain and a card fingerprint from Stripe (a reference that identifies the card without revealing its number); see "Information we collect" and "How long we keep it" in the Privacy Policy. A Space that isn't eligible for a Trial doesn't get one. It starts on Free, unless your organisation already has a Free Space, in which case it needs Premium.

5.2 Starting the Trial

To start the Trial, an Admin adds a card and separately agrees to automatic charging. The Trial starts when the card is added and ends exactly 30 days later, at the same time of day. Before you agree, we show you the price per Seat, who counts as a Seat, how many Seats your Space has today and the monthly total, the date and time (with its time zone) when the Trial ends and the first charge is made, that Premium renews every month until you cancel, how to cancel, and that after the first charge, cancelling takes effect at the end of the paid month and we don't refund part months. We email your Admins a confirmation with the same details.

5.3 During the Trial

Your Space has everything in Premium. You can add or remove people; the first charge is for the Seats in your Space when the Trial ends.

5.4 Reminders

On day 14 of the Trial (16 days before it ends), we email your Admins with the date the Trial ends, the expected first charge and how to cancel. We email your Admins again 7 days before the Trial ends, and show a banner in the dashboard, with the date and time of the first charge, the expected amount and how to cancel.

5.5 When the Trial ends

Unless you cancel before the Trial ends, when the Trial ends we automatically charge the card for the Seats in your Space that day, at the price shown when you started the Trial, and then every month on the same date until you cancel (section 6).

5.6 Cancelling during the Trial

You can cancel the Trial at any time before it ends, in the dashboard's billing page or by email as section 8.1 describes. You won't be charged. Your Space keeps Premium until the Trial ends and then moves to Free.

5.7 If the first charge fails

If the first charge doesn't go through when the Trial ends, we email your Admins and your Space moves to Free. You can add a working card and upgrade to Premium again at any time, but you won't get another Trial.

6 · Premium and Seats

In short: Premium is US$15 per Seat per month, plus taxes (Australia: US$16.50 including GST), charged in advance in US dollars. A Seat is a person, not an agent. Adding people costs a pro-rata amount for the rest of the month; removing people lowers your next charge.

6.1 Price

Premium costs US$15 per Seat per month, plus taxes (Australia: US$16.50 including GST), billed monthly in US dollars (section 7). We charge at the start of each monthly billing period, for that period.

6.2 What counts as a Seat

Each person who belongs to your Space on the charge date (Admins, Members and Viewers) is one Seat. People you've removed, and invitations nobody has accepted yet, don't count. People you've turned off (disabled) don't count from the next charge. Agents, AI clients, machines and automated jobs are never Seats.

6.3 Adding people

If you add people during a billing period, we charge for each new Seat for the rest of that period, pro rata, on your next invoice. A person is added when they accept their invitation. The dashboard shows your new monthly total before you confirm.

6.4 Removing people

If you remove people, your next monthly charge is lower. We don't refund the rest of the current period for them.

6.5 Paying

You pay by card through Stripe, our payment provider. Card details go straight to Stripe; we never see or store the full card number. You authorise us to charge your card for Premium fees, and for any taxes we must collect, on each charge date until you cancel. Keep your card details up to date. Enterprise customers may pay by invoice if the Order Form says so.

6.6 Receipts

We email a receipt for every charge, showing the amount, the number of Seats, the next charge date and how to cancel.

6.7 If a renewal payment fails

If a monthly payment fails, we email your Admins and try the card again over the following 7 days. If it still fails, your Space moves to Free (section 9). We don't charge late fees or interest, and we don't send unpaid Premium fees to debt collection; you pay only for periods in which you had Premium.

6.8 Billing mistakes

If we charge you the wrong amount, tell us at support@koalafix.com and we'll correct it and refund any overcharge.

7 · Taxes

In short: our US$15 price doesn't include taxes. If your billing address is in Australia, Premium is US$16.50 per Seat per month, including GST, and that's the price we show you. Customers elsewhere may have to account for VAT or similar taxes themselves.

7.1 Prices exclude taxes

Our prices are in US dollars and don't include GST, VAT, sales tax, use tax or similar taxes. You pay those taxes where they apply to your purchase, but not taxes on our income. Where we show a price that includes a tax, such as the Australian price in section 7.2, we say so.

7.2 Australia

If your billing address is in Australia, we add 10% GST and give you a tax invoice. Premium then costs US$16.50 per Seat per month, including GST (US$15 plus US$1.50 GST), and that's the main price we show you on screens and in emails. On public pages, we show "US$15 per Seat per month, plus taxes (Australia: US$16.50 including GST)".

7.3 Outside Australia

If you're a business outside Australia, our supply to you is generally free of Australian GST. Where you must account for VAT, GST or a similar tax yourself under a reverse charge (for example, as a VAT-registered business in the EU or the UK), you do so. If you're in the EU or the UK, give us your VAT number; if you can't, we may need to charge local VAT. Where the law requires us to collect a tax, such as US state sales tax, we'll show it before you're charged and add it to your invoice.

7.4 Your details

Give us your correct billing country and, where relevant, your tax or VAT registration number, and keep them up to date. We rely on them to work out which taxes apply.

7.5 Withholding

You pay our fees without deducting any withholding tax. If the law requires you to withhold, you pay us an extra amount so that we receive the full fee. We'll give you any tax forms you reasonably need to reduce or avoid withholding.

8 · Cancelling

In short: Admins can cancel Premium online at any time, in a few clicks. Cancelling takes effect at the end of the month you've paid for, and your Space then moves to Free. We don't delete anything when you cancel.

8.1 How to cancel

An Admin can cancel Premium at any time in the dashboard's billing page. It takes a few clicks and doesn't require a call, an email or a survey. You can also email support@koalafix.com from an Admin's or the billing contact's email address, and we'll cancel promptly and confirm.

8.2 When it takes effect

Cancelling takes effect at the end of the current paid month, however close to the end of the month you cancel; there's no other notice period. You keep Premium until then, and we don't charge you again. Section 5.6 covers cancelling during the Trial.

8.3 Before you confirm

Before an Admin confirms a cancellation, the billing page shows the date it takes effect, how many people would lose access when the Space moves to Free and which 4 people would keep it (an Admin can choose a different 4; section 9.2), and how much memory would become hidden.

8.4 Confirmation

We confirm every cancellation on screen and by email to your Admins.

8.5 What happens next

At the end of the paid month your Space moves to Free (section 9). Cancelling doesn't delete your Space or your memory. To delete them, an Admin can delete the Space in the dashboard; see "Ending the Terms" in the Terms of Service and "How long we keep it" in the Privacy Policy. If an Admin deletes a Premium Space, Premium ends straight away and we don't charge you again, but we don't refund the rest of the paid month (section 10).

8.6 Changing your mind

You can upgrade to Premium again at any time. If you do so within 12 months, any memory hidden in the meantime comes back (section 4.3).

9 · Moving to Free

In short: if you cancel, or a payment fails, your Space moves to Free rather than being locked. If you have more than 4 people, the 4 who joined first keep access, unless an Admin chooses a different 4. Memory nobody has written or confirmed in 60 days becomes hidden.

9.1 When it happens

Your Space moves from Premium to Free when:

(a) you cancel the Trial (at the end of the Trial) or the first charge fails when the Trial ends (section 5);

(b) you cancel Premium (at the end of the paid month) (section 8); or

(c) a renewal payment still fails after the retries in section 6.7.

We email your Admins when it happens.

9.2 More than 4 people

If your Space has more than 4 people when it moves to Free, the 4 people who joined the Space first keep access, unless an Admin chooses a different 4 on the billing page before the move; at least one Admin always keeps access. Everyone else loses access to the Space until you upgrade. Their accounts aren't deleted, and the team-lane memory they wrote stays in the Space. We email the people who lose access to tell them.

9.3 Your memory

Nothing is deleted when a Space moves to Free. From that moment, the hidden memory rules in section 4 apply, so memory that nobody has written or confirmed in the last 60 days becomes hidden straight away, and is deleted 12 months later unless you upgrade.

10 · Refunds

In short: we don't refund part months or unused Seats, except where the law requires it, we charged you by mistake, or the Terms give you a pro-rata refund. Your Australian Consumer Law rights always apply.

10.1 General rule

Fees cover a monthly period. Except as section 10.2 says, we don't refund part months or unused Seats, for example if you cancel or remove people part-way through a month.

10.2 When we do refund

We refund prepaid fees for the rest of the paid period, pro rata:

(a) if we stop providing the Service or your plan for our own reasons, after at least 60 days' notice (see "Ending the Terms" in the Terms of Service);

(b) if you cancel because of a change to the Terms or the Service that reduces your rights or increases what you pay, as the Terms of Service allow;

(c) if you end the Terms because of our material breach that we haven't fixed (see "Ending the Terms" in the Terms of Service);

(d) if we charged you by mistake (section 6.8); or

(e) in any other case where the Terms, including the DPA, say we'll refund prepaid fees.

10.3 Your legal rights

Nothing in this section limits refunds or other remedies you're entitled to under the Australian Consumer Law or any other law that can't be excluded.

11 · Price changes

In short: we give at least 30 days' notice of a price increase, and you can move to Free or cancel before it applies.

11.1 Notice

We may change Premium's price for future billing periods. If a change increases what you pay, we'll email your Admins, and show a notice in the dashboard, at least 30 days before it applies. Changes to what a paid plan includes follow "Changes to the Service" in the Terms of Service.

11.2 What the notice says

The notice gives the new price, the date it applies, and all your options: keep Premium on the new terms, move to Free, or cancel.

11.3 When it applies

The change applies from your first billing date after the 30-day notice period ends. If you cancel or move to Free before then, you never pay the new price.

11.4 Trials and Order Forms

A price change never affects a Trial that has already started: the first charge is at the price shown when the Trial began, and the change applies from the next billing date after the notice period. Enterprise prices change only as the Order Form allows.

12 · Fair use and limits

In short: we publish the limits that keep KoalaFix fast and fair. If you go over one, we slow requests down and tell you before we do anything else. Heavy use within the limits is fine, and there are no surprise charges.

12.1 Published limits

These limits apply to every Space unless an Order Form says otherwise:

12.2 What happens if you go over

If a request goes over a limit, KoalaFix answers with a "try again later" response and your agents can retry. Memory already saved isn't affected, but a refused write isn't saved until it's retried. If your Space keeps going over a limit, we'll email your Admins, explain which limit and why, and give you a reasonable chance to get back under it, for example by adjusting how your agents or automated jobs use KoalaFix. We'll only take any other step under the Acceptable Use Policy and "Suspension" in the Terms of Service.

12.3 No surprise charges

We never charge extra for going over a limit. If you need higher limits, email support@koalafix.com.

12.4 Changing limits

We may raise limits at any time. We'll give at least 30 days' notice by email before lowering a limit, unless it's urgent to protect the Service or other customers, in which case we'll tell you as soon as we can.

13 · Enterprise

In short: Enterprise is priced by quote, on an Order Form we both sign.

13.1 Order Forms

The Enterprise plan is available by quote. Your Order Form sets your price, Seats, term, renewal, invoicing and payment terms, and any service levels or other terms we agree.

13.2 Your own database, SSO and SCIM

Enterprise can include bringing your own Postgres database, so your Space's memory lives in a database you own, which our hosted service connects to. Some data still passes through or stays with us; Schedule 5 ("Enterprise: bring your own database") of the DPA explains what. Single sign-on (SSO) and SCIM user provisioning are included once they're available.

14 · Emails we send about your plan

In short: we email your Admins about trials, charges, failed payments, cancellations, price changes, hidden memory that's due to be deleted, and a Free Space we're about to close because nobody uses it. We also email a person before we delete an unused account. These are service messages, not marketing.

We send these emails to your Admins (and billing contact, if you've set one), except the inactive-account email, which goes to the person whose account it is. They contain only information about your account and plan, so you can't unsubscribe from them while you have an account. Marketing emails are separate and need your consent (see "Emails" in our Privacy Policy).

15 · Contact

KoalaFix Pty Ltd (ABN 99 696 245 959, ACN 696 245 959), 425 Smith St, Fitzroy VIC 3065, Australia.

• Billing, plans and cancelling: support@koalafix.com
• Privacy requests and questions: privacy@koalafix.com
• Legal notices: legal@koalafix.com

16 · Change log