Terms of Service.

1 · About these Terms.

These Terms govern access to and use of KoalaFix's Windows application, web dashboard, APIs, support and related services (together, the Service).

These Terms are effective from 14 September 2026 for a Customer that first accepts them, or accepts a new Order incorporating them, on or after that date. For an existing Customer, a material change takes effect on the later of the date stated in KoalaFix's notice and the date required by the changes section, unless the Customer affirmatively accepts the change earlier.

KoalaFix is one product available to organisations and individual customers. Business-related obligations apply where the Customer uses KoalaFix for business or organisational purposes.

In these Terms:

• Customer means the person or organisation that creates, accepts or pays for a KoalaFix account.
• Business Customer means a Customer acquiring the Service for business or organisational use.
• Authorised User means a person the Customer permits to use the Service.
• Activation Date means the recorded date the relevant trial, paid subscription or complimentary founding period begins. The applicable Order or sign-up record identifies these dates separately.
• Managed User means an enabled named person whose Microsoft identity or Windows device is authorised to use KoalaFix, including an individual Customer using the Service personally. A disabled person who is no longer managed stops counting. A service account counts only where the Customer expressly asks for it to be managed.
• Managed Seat means capacity for one Managed User and up to two Windows devices. A workspace covers one Microsoft tenant where a tenant is connected. Each named person sharing a device counts separately. A shared device with no named owner counts as one additional Managed Seat when expressly covered. Up to one work and one personal Microsoft account may be connected at a time within the applicable account connection limits. A second Microsoft tenant requires a separate workspace and is not pooled silently.
• Purchased Quantity means the number of Managed Seats ordered for a paid subscription. Trial and complimentary founding capacity is separately stated in the sign-up record or Order.
• Renewal Date means the date the current monthly or annual subscription period renews.
• Customer Data means information, content and data submitted to or accessed by the Service for the Customer, including conversation content, diagnostic data and Microsoft 365 data. It does not include aggregated or de-identified information that can no longer reasonably identify the Customer or an individual.
• Order means an online checkout, order form, proposal or other ordering document accepted by both parties.

By creating an account, accepting an Order or using the Service, the Customer agrees to these Terms. A person accepting for an organisation confirms that they have authority to bind it.

2 · Contract documents and priority.

The agreement between the parties consists of:

1. an Order, if any;
2. the Founding Customer Terms, where an Order expressly includes a founding offer;
3. the Data Processing Addendum for Business Customers;
4. these Terms; and
5. the Privacy Policy, which explains KoalaFix's handling of personal information but is not intended to reduce rights under applicable law.

If documents conflict, they apply in the order above, except that the DPA prevails for the protection and processing of personal information.

A commercial exception is effective only where approved in writing by Oliver Lander for KoalaFix and included in an Order or written amendment accepted by the Customer. A commercial exception does not remove non-excludable rights or reduce the DPA's protections.

3 · Eligibility and accounts.

An individual Customer must be at least 18 years old. An Authorised User must be legally able to use the Service and must comply with the parts of these Terms that apply to users.

The Customer must provide accurate account information, protect account credentials, use individual user accounts rather than shared credentials, and promptly notify KoalaFix of suspected unauthorised access.

The Customer is responsible for Authorised Users and for ensuring they are authorised to use the relevant device, Microsoft 365 tenant and data. This does not make the Customer responsible for an act that KoalaFix causes through its breach, negligence or wilful misconduct.

4 · Business administrators.

A Business Customer may appoint account Owners or administrators. Depending on the Service configuration, they can manage users, seats, billing, connected services, device and usage information, workflow policies, approvals and exports.

Customer administrators do not receive the content of an Authorised User's assistant conversations through the ordinary customer dashboard. KoalaFix personnel may access limited Customer Data where reasonably necessary for support, security, incident response or legal compliance, subject to the DPA and access controls.

The Business Customer must give Authorised Users appropriate workplace and privacy notices about its use of KoalaFix, administrator visibility, automated remediation and Microsoft 365 permissions.

A Customer may reassign a Managed Seat to another person without buying an additional seat, provided the previous Managed User is disabled or removed and the reassignment is not used to evade Purchased Quantity.

5 · The Service and licence.

Subject to the agreement, KoalaFix grants the Customer a limited, non-exclusive, non-transferable and revocable right during the subscription or trial term to install and use the Service for the Customer's own personal or internal business purposes, as applicable.

The Service diagnoses Windows and Microsoft 365 issues, provides AI-assisted information, and can perform local-device and Microsoft 365 actions. Feature availability depends on account configuration, permissions, device, region and release.

KoalaFix may improve and change the Service. If a change materially reduces paid core functionality, KoalaFix will give reasonable advance notice where practicable. If the reduction materially disadvantages the Customer and is not required for security, law or a third-party platform change, the Customer may cancel the affected subscription and receive a pro-rata refund of prepaid fees for the unused period.

6 · Microsoft 365 and third-party services.

Microsoft 365 features require the Customer or its users to grant permissions through Microsoft's consent process. The Service can only perform an action when the connected account and tenant configuration permit it. Tenant-admin functions require the relevant administrator consent and may also be subject to Customer workflow policies.

The Customer can revoke Microsoft access through Microsoft or KoalaFix account controls. Revocation may disable related features. Microsoft, Stripe and other third-party services have their own terms, availability and account requirements. KoalaFix is not responsible for a third-party service itself, but remains responsible for KoalaFix's integration code and for selecting and managing its subprocessors as stated in the DPA.

7 · Automated actions and safeguards.

The Service can perform automated actions, including diagnostics, restarting applications or services, clearing caches and temporary files, repairing settings, and, where authorised, performing Microsoft 365 administrative actions.

KoalaFix classifies actions by risk. Depending on the action and Customer policy, an action may:

• run automatically;
• require the affected user or an administrator to approve it; or
• be blocked and presented as a manual instruction.

The Customer authorises actions it or its Authorised Users request or permit under the configured workflow. The Customer must maintain appropriate backups and review approval prompts. KoalaFix must apply its documented safety controls and must not intentionally bypass a required approval.

Automated actions may change application behaviour, interrupt a service, remove temporary or cached data, require re-authentication, or fail to resolve an issue. If an action appears wrong or harmful, the user should stop the action where possible and contact support.

8 · AI-generated information.

The Service uses probabilistic systems. Outputs can be inaccurate, incomplete, delayed or unsuitable. The Customer must apply reasonable human review before relying on an output or authorising a material action.

KoalaFix does not provide legal, medical, financial or other regulated professional advice. It does not replace an appropriately qualified IT or security professional for high-risk, safety-critical or mission-critical systems.

9 · Acceptable use.

The Customer and Authorised Users must not:

• use the Service unlawfully or to infringe another person's rights;
• submit data they are not authorised to process;
• use the Service to harm, deceive, harass, discriminate against or exploit a person;
• use the Service in a safety-critical environment where failure could reasonably cause death, personal injury or serious physical damage;
• bypass safety controls, access controls, usage limits or approval mechanisms;
• introduce malware or interfere with the Service or another user's systems;
• probe or test the Service for vulnerabilities without KoalaFix's written authorisation, except to the extent a right cannot lawfully be restricted;
• reverse engineer, decompile or attempt to extract source code, model weights or non-public system prompts, except to the extent the law permits despite this restriction;
• resell, sublicense or make the Service available as a managed service without written agreement; or
• use Service output to develop a competing general-purpose AI model, except with KoalaFix's written agreement.

The Customer must not knowingly submit highly sensitive information that is unnecessary for an IT-support request, such as payment-card numbers, government identifiers, health records or passwords. This does not reduce KoalaFix's obligation to protect information it receives.

10 · Customer Data and privacy.

As between the parties, the Customer retains its rights in Customer Data. The Customer gives KoalaFix a limited right to host, copy, transmit, analyse and otherwise process Customer Data only as necessary to provide, secure, support and maintain the Service; comply with law; and carry out other documented Customer instructions.

KoalaFix does not use a Customer's raw conversation content, Microsoft 365 content or identifiable diagnostic content to train or improve a general or cross-customer model unless the Customer gives a separate affirmative opt-in. For a Business Customer, the opt-in must come from an authorised administrator. For an individual Customer, it must come from that individual. This choice is optional for paid subscriptions, free trials and founding offers; declining or withdrawing it does not remove access to the purchased or complimentary Service. The Privacy Policy explains the choice, withdrawal and retention. KoalaFix may use aggregated and de-identified service metrics that do not reasonably identify a Customer or individual.

Personal information is handled under the Privacy Policy and, for Business Customers, the DPA.

11 · Intellectual property.

KoalaFix and its licensors own the Service, software, models, documentation, branding and all related intellectual property, excluding Customer Data and Customer Outputs.

As between the parties and to the extent permitted by law, the Customer owns output generated specifically for it (Customer Output). KoalaFix assigns to the Customer any rights KoalaFix may have in that Customer Output. Outputs may not be unique, and similar output may be generated for others.

If the Customer gives feedback or suggestions, KoalaFix may use them without restriction or payment, provided it does not identify the Customer publicly without permission or use Customer Confidential Information except under section 13.

12 · Plans, trials, fees and tax.

Price and order information

The standard price is A$39 per Managed Seat per month or A$374.40 per Managed Seat per year paid upfront, before applicable GST. The annual price includes a 20% saving compared with twelve standard monthly payments.

Before acceptance, the Order or checkout shows the unit price, quantity, billing frequency, discounts, subtotal, applicable GST, total due now, start date, next charge date and renewal total at the selected quantity. The person accepting for an organisation must have authority to commit it. KoalaFix records the terms and amounts accepted. Where consumer-facing pricing law requires a tax-inclusive total, that total must be displayed prominently.

A paid subscription has a minimum Purchased Quantity of one Managed Seat until cancellation takes effect. Unassigning or disabling every user is not cancellation and does not remove that minimum. Fees are charged for Purchased Quantity during the current paid period even if some seats are unused.

Standard free trial

An eligible new Customer may start a thirty-day free trial for up to twenty Managed Users without providing a payment card. The sign-up record shows the trial start and end dates. The complimentary six-month founding offer described in the Founding Customer Terms replaces, rather than follows, this trial.

The trial does not create a paid subscription merely because it starts or ends. During the trial, the Customer may expressly select and accept a paid subscription, confirm the payment method and authorise the disclosed charge when the trial ends. Merely providing a card for another purpose is not consent to a subscription. If no paid subscription is accepted, paid functions stop at trial expiry without a charge. Account retention is governed separately by section 17 and the Privacy Policy.

Payment and renewals

The Customer authorises Stripe to collect amounts expressly due under the accepted subscription. KoalaFix does not store full payment-card numbers. Monthly and annual subscriptions renew at the selected frequency until cancelled. Annual fees are paid upfront. KoalaFix will give at least 30 days' notice before an annual renewal and before the first undiscounted paid charge following a promotional offer.

Seat and billing-frequency changes

Additional seats become available once payment of the disclosed prorated charge for the remainder of the current period succeeds. A failed payment for additional seats does not remove capacity already paid for. A purchased seat may be reassigned without charge when the previous user is disabled or removed and the reassignment does not evade the purchased quantity.

Seat reductions take effect at the next renewal, without a mid-period refund except where required by law or another provision of this agreement. Seats with nobody assigned are removed from the renewal quantity automatically, subject to the one-seat paid minimum. Assigning a user before renewal retains the seat. The renewal quantity must support the users remaining managed at renewal; a reduction does not remove paid access during the current term.

A switch between monthly and annual billing takes effect at the next renewal, not immediately. An annual-to-monthly switch does not refund the annual term already paid for, subject to non-excludable rights and the agreement's express remedies. Before confirmation, KoalaFix shows the amount due now, resulting quantity, effective date and next renewal charge, including the effect of other pending changes.

Founding offers

The Founding Customer Terms and accepted Order state the applicable cohort, discount and dates. Founding and annual discounts stack as described in those terms. A Customer cannot restart an offer by cancelling and returning, changing accounts, adding seats or adding a tenant. The first eligible annual billing period is the single express exception to the original founding expiry. Additional seats inherit the current offer's end date and never start their own discount clock.

Cancellation and return

The Customer may cancel through available billing controls or by contacting support. Cancellation takes effect at the end of the current paid period, and the exact date is disclosed before confirmation. There is no cancellation fee. Amounts already paid are non-refundable except as expressly provided in this agreement or required by law.

At the end of the paid period, KoalaFix stops paid work on the Customer's devices and connected environment. Cancellation alone does not close the account or delete Customer Data. Sign-in, billing records and retained data remain available subject to the Privacy Policy, applicable retention periods and lawful security restrictions. Returning requires a fresh agreement at the applicable price and does not restore a spent founding discount.

Price changes and billing errors

KoalaFix may change recurring prices by giving at least 30 days' notice. A price change applies no earlier than the next Renewal Date after the notice period. The Customer may cancel before it takes effect.

The Customer must raise a billing error promptly. KoalaFix will investigate and correct confirmed errors within a reasonable time. A commercial exception approved under section 2 cannot displace a statutory consumer remedy.

13 · Confidentiality.

Confidential Information means non-public business, technical, security or financial information disclosed by one party to the other that is marked confidential or should reasonably be understood as confidential. Customer Data is Customer Confidential Information.

The receiving party must:

• use Confidential Information only for the agreement;
• protect it using at least reasonable care;
• disclose it only to personnel, professional advisers and subcontractors who need it and are subject to confidentiality obligations; and
• return or delete it when no longer required, subject to the agreement and law.

These duties do not apply to information the recipient can show was lawfully known without restriction, independently developed, rightfully received from another source, or made public without breach. A legally required disclosure is permitted after notice to the discloser where lawful and practicable.

14 · Security.

KoalaFix will maintain reasonable technical and organisational measures appropriate to the Service and the risks, including the measures described in the DPA. No online service can guarantee absolute security.

The Customer is responsible for its devices, identity configuration, administrator permissions, backups, endpoint protection and response to notices within its control.

15 · Availability, support and beta features.

KoalaFix does not promise uninterrupted or error-free operation unless an Order includes a service level agreement. Maintenance, internet failure, Customer systems, Microsoft 365, and other third-party services can affect availability.

Support targets on a pricing page or Order are response targets, not resolution guarantees, unless expressly stated otherwise.

The subscription supplies software. It does not include unlimited human IT support, consulting or a guaranteed urgent-response or resolution service. Founding access includes direct, regular communication with the founders, not a dedicated IT support person. This does not remove an express support commitment in an Order or applicable consumer rights.

Features identified as alpha, beta, preview, pilot or early access may be incomplete, change materially or be withdrawn. Any additional terms for a specifically identified preview feature will be disclosed before the Customer opts into that feature. Founding participation does not itself classify the whole product as a beta.

16 · Suspension.

KoalaFix may suspend affected access to the minimum extent reasonably necessary if:

• the Customer materially breaches the agreement and does not remedy a remediable breach after reasonable notice;
• use creates a credible security, legal or service-integrity risk;
• suspension is required by law or a third-party platform; or
• an emergency makes notice impracticable.

If a renewal payment fails, KoalaFix notifies the billing contact on the day of failure and allows seven calendar days to resolve it. Full paid service continues throughout that recovery window. KoalaFix may make up to three further attempts during the window, with notice of unsuccessful attempts. Suspension for non-payment does not begin before that window ends merely because retries finish early.

If payment remains outstanding after seven calendar days, KoalaFix may suspend diagnoses, fixes, background automations and other paid tools while retaining sign-in, billing controls, invoices and retained Customer Data. Successful payment restores the paid service automatically. Payment failure alone does not delete Customer Data or close the workspace.

An unsuccessful initial paid-subscription payment does not activate paid capacity, create a payment-failure debt for that unactivated subscription or start the renewal grace period. It does not cancel an unexpired free entitlement. If payment for additional seats fails, only those additional seats are withheld.

Where lawful and practicable, KoalaFix will give notice, explain the reason, and work with the Customer to restore access. KoalaFix will not use suspension to avoid a genuine dispute about charges or service quality.

17 · Term and termination.

The agreement begins when the Customer first accepts it and continues while the Customer has an account or while obligations relating to retained data remain. Cancelling a paid subscription under section 12 is distinct from closing the workspace or terminating the entire account relationship.

The Customer may request workspace closure or deletion by contacting support. KoalaFix may verify the requester's identity and authority proportionately. KoalaFix will explain the effects on access, retained records and available exports. Valid deletion requests are handled under the Privacy Policy and, for Business Customers, the DPA. Requests concerning another organisation's controlled data are handled with that organisation as applicable.

After at least twelve months without meaningful account or Service activity, KoalaFix may review an unpaid or cancelled workspace for closure. Before closing it for inactivity, KoalaFix gives the account contact at least 30 days' notice identifying the proposed closure date, how to request an export and how to confirm continued use. KoalaFix reviews a response before proceeding. This is not an automatic charge or an automatic deletion at twelve months. An active paid subscription must first be resolved separately so a Customer is not charged for a closed workspace.

On valid workspace closure, termination of the whole account relationship, or a valid deletion instruction, KoalaFix deletes or de-identifies ordinary Customer Data within 90 days, subject to the Privacy Policy and the DPA's lawful exceptions. The 90-day period is an outer limit, not permission to retain information that must be removed sooner. Routine category-based retention continues before closure. Backups and necessary legal records are treated separately as disclosed.

Either party may terminate an Order for an unremedied material breach after giving 14 days' written notice, or immediately if the other party becomes insolvent or continued performance would be unlawful.

On termination:

• access ends at the applicable time;
• accrued payment obligations remain due;
• the Customer may request an available export before deletion;
• KoalaFix deletes or de-identifies Customer Data under the DPA and Privacy Policy; and
• provisions intended by their nature to survive continue, including confidentiality, IP allocation, accrued payments, liability, disputes and general terms.

A scheduled subscription cancellation is not, by itself, a workspace closure instruction.

18 · Warranties and Australian Consumer Law.

Each party warrants that it has authority to enter the agreement. KoalaFix warrants that it will provide paid Services with due care and skill.

Except for express terms and rights that cannot be excluded, the Service is provided “as available” and KoalaFix does not warrant that every issue will be diagnosed or fixed, or that every output will be accurate.

The Australian Consumer Law may give consumers, including some business purchasers acquiring services below the statutory threshold, guarantees and remedies that cannot be excluded. Nothing in the agreement excludes, restricts or modifies those rights. Where the law permits KoalaFix to limit a remedy for failure to comply with a service guarantee, KoalaFix's liability is limited, at KoalaFix's option, to supplying the services again or paying the cost of having them supplied again.

19 · Indemnity.

The Customer indemnifies KoalaFix against a third-party claim to the extent it results from:

• Customer Data infringing that third party's intellectual property or privacy rights;
• the Customer's unlawful use of the Service; or
• the Customer's material breach of section 9.

The indemnity does not apply to the extent the claim was caused by KoalaFix, the Service as supplied by KoalaFix, KoalaFix's breach, negligence or wilful misconduct.

KoalaFix must promptly notify the Customer of a claim, give reasonable cooperation at the Customer's cost, and allow the Customer to control the defence and settlement. The Customer may not admit fault for KoalaFix or impose a non-monetary obligation on KoalaFix without consent.

20 · Liability.

To the maximum extent permitted by law:

• neither party is liable to the other for indirect or consequential loss, or for lost profit, revenue, goodwill or business opportunity, to the extent those losses were not reasonably foreseeable when the agreement was made; and
• each party's total aggregate liability arising from the Service in a 12-month period is limited to the fees paid or payable by the Customer for the Service in that period.

For a free service, KoalaFix's aggregate liability is limited to AUD 500 or the minimum greater amount required by law.

The exclusions and caps do not apply to fraud, wilful misconduct, death or personal injury caused by negligence, breach of confidentiality, infringement or misappropriation of the other party's intellectual property, the Customer's payment obligations, or liability that cannot lawfully be excluded or limited.

Liability is reduced to the extent the other party's act or omission contributed to the loss. This section does not make the Customer responsible for loss caused by KoalaFix's failure to apply its documented safety controls.

21 · Disputes.

Before starting court proceedings, a party must give written notice describing the dispute and senior representatives must try in good faith to resolve it. If unresolved after 20 business days, either party may request mediation in Melbourne through Resolution Institute. The parties will share the mediator's fee and pay their own costs.

This section does not prevent urgent injunctive relief, a debt claim, a complaint to a regulator, or the exercise of a non-excludable consumer right.

22 · Changes to these Terms.

KoalaFix may update these Terms for legal, security, operational or product reasons. KoalaFix will give at least 30 days' notice before a change that materially reduces a Customer's rights or increases its obligations, unless an urgent legal or security reason requires earlier effect.

If a material change adversely affects a paid Customer, it may cancel before the change takes effect and receive a pro-rata refund of prepaid fees for the unused period. Continued use after the effective date confirms acceptance of the updated contractual terms, but does not replace consent where privacy law requires a separate choice.

23 · General.

Neither party may assign the agreement without the other's consent, which must not be unreasonably withheld. KoalaFix may assign it as part of a merger, corporate reorganisation or sale of substantially all relevant assets if the assignee assumes KoalaFix's obligations.

Neither party is liable for delay caused by events beyond its reasonable control, except payment obligations. The affected party must take reasonable steps to minimise the impact.

The agreement is the entire agreement about the Service and replaces earlier discussions on the same subject. If a provision is unenforceable, it is modified to the minimum extent necessary or severed, and the remainder continues. A waiver must be in writing. The parties are independent contractors; the agreement creates no partnership, agency or employment relationship.

Notices may be sent to the account email or support@koalafix.com. Contract notices are received when delivered, subject to ordinary delivery failure notices.

The agreement is governed by the laws of Victoria, Australia. Subject to section 21 and any non-excludable right, the courts of Victoria and their appellate courts have exclusive jurisdiction.

24 · Contact.

KoalaFix Pty Ltd ABN 99 696 245 959 · ACN 696 245 959 425 Smith Street, Fitzroy VIC 3065, Australia support@koalafix.com