For Individual Platform Subscribers

1. Agreement Structure

1.1This Platform Subscription Agreement (“Agreement”) governs your access to and use of the Dilog Platform. It is separate from, and in addition to, the Website Terms of Use which govern general use of dilog.ai.

1.2 If you are a Business or Organisation set up on our Business Plans, and have separately executed a Master Services Agreement (MSA) with Dilog, that MSA governs your Platform use in its entirety and this Agreement does not apply to you.

1.3 For all other Subscribers, this Agreement, together with our Platform Privacy Policy and Website Terms of Use, constitutes the entire agreement between the parties regarding the Platform.

2. The Platform and Services

2.1Dilog provides an AI-powered customer research platform (the “Platform”) that enables subscribers to query panels of Authentic Research Personas (“ARPs”) — digital agents built from real customer interviews — to generate customer insights.

2.2 Platform services may include: ARP panel access and querying, output and report generation, panel management tools, and customer support.

2.3 Dilog will use commercially reasonable efforts to make the Platform available. We do not guarantee specific uptime levels for self-serve subscriptions, but will endeavour to provide advance notice of planned maintenance.

2.4 ARP outputs are probabilistic and generated by AI. They are research inputs, not definitive statements of fact about any individual or group. You are responsible for how you interpret and apply Platform outputs.

3. Account Types

3.1 Individual Subscriber: A natural person subscribing for their own professional research use. The individual is the account holder and is solely responsible for all activity under the account.

3.2 You must provide accurate registration information and keep it current. Accounts are non-transferable.

3.3 You are responsible for maintaining the confidentiality of your login credentials and must notify us immediately of any unauthorised access.

4. Subscription Fees

4.1 Setup Fee

Individual accounts have no setup fee as the panel accessed is generalised and you cannot recruit your own ARPs. Access is activated immediately on payment.

4.2 Monthly Subscription Fee

A recurring monthly fee applies for ongoing Platform access, panel maintenance, and support. The applicable monthly fee is confirmed at the time of subscription.

4.3 Currency

All fees are in Australian Dollars (AUD) unless stated otherwise at the time of subscription.

4.4 Price Changes

We will provide at least 60 days’ written notice before increasing subscription fees. Continued use of the Platform after the effective date of a price change constitutes acceptance of the new fee.

4.5 Taxes

For Individual Subscriber accounts, fees are inclusive of GST.

5. Billing and Payment

5.1 Payment Processor

We use Stripe, Inc. (“Stripe”) to process payments. By providing your payment details, you also agree to Stripe’s Terms of Service and Privacy Policy. Dilog does not store your raw card or banking details.

5.2 Billing Schedule

The monthly subscription fee is charged on the same calendar date each month, beginning on the date your panel access is activated.

5.3 Auto-Renewal

Your Subscription RENEWS AUTOMATICALLY EACH MONTH. By subscribing, you authorise Dilog (via Stripe) to charge your nominated payment method on each recurring billing date without further authorisation from you. Charging will cease when you cancel, but your Platform access continues until your credits expire.

5.4 Failed Payments

If a payment fails, we will attempt to retry on subsequent business days. If payment remains outstanding after 10 days, we may suspend Platform access until the outstanding amount is settled. We will notify you by email when a payment fails.

5.5 Billing Disputes

If you believe a charge is incorrect, contact us at support@dilog.ai within 30 days of the charge. We will investigate and respond within 10 business days. Disputes raised with your card issuer before contacting us may result in additional fees.

6. Cancellation and Refunds

6.1 How to Cancel

You may cancel your subscription at any time by emailing support@dilog.ai or using the cancellation option in your account settings. Cancellation prevents future billing but does not immediately terminate your Platform access. Cancellation requests are effective on receipt during business hours (AEST).

6.2 Effect of Cancellation

When you cancel:

• (a) No further subscription fees will be charged after your cancellation date.
• (b) Any unused credits remaining in your balance continue to be available until they expire in accordance with clause 6.3.
• (c) Your Platform access continues until your credit balance reaches zero or your credits expire, whichever comes first. Once both conditions are met, your access terminates automatically.

6.3 Credit Expiry

Credits purchased in a billing cycle expire two months after their purchase date — that is, on the same calendar date as purchase, two months later. For example, credits purchased on 22 August expire on 22 October. Credits are consumed in order of purchase (oldest first). Unused credits that reach their expiry date are forfeited without refund.

6.4 No Refund for Credits

Subscription fees and purchased credits are non-refundable. We do not provide cash refunds for unused credits, whether on cancellation or otherwise.

6.5 Exceptional Refunds

At our discretion, we may issue refunds for documented technical failures attributable solely to Dilog that materially prevent use of the Platform for a material portion of a billing period.

6.6 Australian Consumer Law

Nothing in this section excludes or limits any rights you have under the Australian Consumer Law that cannot be excluded or limited.

7. Panel and Data Ownership

7.1 ARPs are created by Dilog for use within your subscription. Dilog retains full ownership of all ARPs, including the underlying profiles, interview data, context, methodology, and associated intellectual property. You do not own the ARPs but have a licence to query them during your active subscription.

7.2The final query responses and research insights delivered to you through the Platform are yours for your own internal use in accordance with Section 8. “Outputs” does not include underlying trace data, ARP context injections, system prompts, or interaction logs, which remain Dilog’s operational records.

7.3Dilog retains all rights in the Platform, ARP profiles, ARP methodology, AI systems, and underlying technology. Dilog retains all trace data, interaction logs, system prompts, and ARP context records generated in the course of providing the Platform. These are Dilog’s operational records and do not form part of your query outputs. Dilog may use this data — including individual ARP interaction traces — to monitor quality, improve ARP response fidelity, refine system prompts, and enhance Platform performance. Dilog will not share your specific query inputs or outputs with third parties without your consent, except as required by law.

7.4 ARPs are built from interviews with consenting participants. Participant identities are pseudonymised and held in air-gapped storage separate from the ARP profiles. Participant identity data is not accessible to you as a subscriber. If a participant exercises a data erasure right, the relevant ARP may be modified or removed and we will notify you.

7.5 On termination, your licence to access the Platform and query the ARPs ceases. Within 30 days you may request an export of your query history and outputs. After this period, your query data will be deleted in accordance with our data retention schedule.

8. Acceptable Use

8.1 You may use the Platform for your own internal business research and decision-making purposes.

8.2 You must not:

• Resell, sublicence, white-label, or otherwise provide third-party access to the Platform or ARP outputs as a commercial service.
• Attempt to identify, re-identify, or contact any research participant whose interview forms the basis of an ARP.
• Use ARP outputs or Platform data to train, fine-tune, benchmark, or otherwise develop any AI or machine learning model.
• Share your account credentials with anyone.
• Use automated scripts, bots, or scraping tools to query the Platform at scale without prior written consent.
• Use the Platform for any unlawful purpose, in breach of applicable laws, or in a manner that infringes third-party rights.
• Attempt to reverse-engineer, probe, or extract Dilog’s underlying AI models, methodologies, or data.

8.3 We reserve the right to suspend or terminate accounts that breach these terms, without notice where the breach is serious.

9. Confidentiality

9.1Each party may receive confidential information from the other in connection with this Agreement (“Confidential Information”). Each party agrees to: (a) keep Confidential Information strictly confidential; (b) use it only for the purposes of this Agreement; and (c) not disclose it to third parties without the other party’s prior written consent.

9.2Dilog’s obligations include keeping your panel data, query inputs and outputs, and any business information you share in the course of using the Platform confidential.

9.3 Confidentiality obligations do not apply to information that: (a) is or becomes publicly available through no fault of the receiving party; (b) is independently developed; (c) is already known to the receiving party without restriction; or (d) is required to be disclosed by law or court order (in which case, advance notice will be given where possible).

9.4 Confidentiality obligations under this section survive termination of this Agreement for a period of 3 years.

10. Data Processing and Privacy

10.1 Dilog processes personal data in accordance with our Platform Privacy Policy. By subscribing, you acknowledge you have read and agree to that policy.

10.2 Where you upload or share personal data about your customers or other individuals in connection with the Platform, you are the data controller and Dilog acts as a data processor on your behalf. You warrant that you have a lawful basis to share that data with Dilog.

10.3 Subscribers requiring a signed Data Processing Agreement (DPA) for GDPR, Australian Privacy Act, or equivalent compliance obligations should contact legal@dilog.ai before or at the time of subscription.

10.4Payment data is processed by Stripe. See Stripe’s Privacy Policy for details of how your payment information is handled.

11. Intellectual Property

11.1 Dilog owns all intellectual property in the Platform, ARP methodology, AI models, and associated technology, including any improvements or derivative works developed by Dilog.

11.2You retain all intellectual property in data and materials you provide to Dilog in connection with your subscription (“Subscriber Materials”). You grant Dilog a limited licence to use Subscriber Materials solely to provide the Platform services.

11.3 Query outputs generated through the Platform are licensed to you on a non-exclusive, non-transferable basis for your internal business use only. This does not include using outputs for the purposes prohibited in Section 8.2.

11.4Dilog’s trade marks — including ‘Dilog’, ‘ARP’, and ‘Authentic Research Persona’ — may not be used without prior written consent.

11.5 Aggregated Insights: Dilog may use de-identified, aggregated data derived from your use of the Platform to improve the Platform and develop benchmarks and industry insights, provided such use does not reveal your Confidential Information, your specific query content, or your panel configuration.

12. Warranties and Disclaimers

12.1 Dilog warrants that it will provide the Platform with reasonable care and skill consistent with prevailing industry standards.

12.2 ARP outputs are probabilistic AI-generated responses and may not accurately reflect the views of any real individual. Dilog does not warrant that outputs will be accurate, complete, suitable for any particular purpose, or free from errors.

12.3 To the maximum extent permitted by law, Dilog excludes all other warranties, express or implied, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

12.4Nothing in this Agreement excludes rights under the Australian Consumer Law that cannot lawfully be excluded. To the extent Australian Consumer Law guarantees apply to Dilog’s services, Dilog’s liability is limited to: (a) re-supplying the services; or (b) paying the cost of having the services re-supplied.

13. Limitation of Liability

13.1To the maximum extent permitted by law, Dilog’s total aggregate liability to you under or in connection with this Agreement in any 12-month period shall not exceed the total fees paid by you to Dilog in that 12-month period.

13.2 Neither party shall be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, loss of data, loss of business opportunity, or reputational damage.

13.3 These limitations apply regardless of the cause of action — whether in contract, tort (including negligence), statute, or otherwise — and even if a party has been advised of the possibility of such damages.

13.4 The cap in clause 13.1 does not apply to liability arising from gross negligence, wilful misconduct, or breach of confidentiality obligations under Section 9.

13.5 Nothing in this section limits liability that cannot be limited under applicable law, including liability for fraud, death, or personal injury caused by negligence.

14. Indemnification

14.1 Dilog Indemnity: Dilog shall defend, indemnify, and hold harmless you from claims that the Platform (excluding any content or data you provide) infringes a third party’s intellectual property rights, provided you: (a) promptly notify Dilog of the claim; (b) give Dilog sole control of the defence; and (c) provide reasonable cooperation. Dilog may, at its option, modify the Platform to avoid the infringement, obtain a licence, or terminate the relevant service with a prorated refund.

14.2 You agree to indemnify, defend, and hold harmless Dilog and its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising from or related to:

• Your use of the Platform in breach of this Agreement;
• Your violation of applicable laws or regulations;
• Your infringement of any third-party intellectual property or privacy rights; or
• Your Subscriber Materials.

15. Term and Termination

15.1 Term

This Agreement commences when you create your account and continues on a month-to-month basis until terminated.

15.2 Termination by You

You may terminate by cancelling your subscription as set out in Section 6.1. Termination takes effect at the end of the then-current billing period.

15.3 Termination by Dilog

Dilog may terminate this Agreement with 30 days’ written notice, or immediately if:

• (a) You materially breach this Agreement and fail to remedy within 30 days of written notice;
• (b) You fail to pay any outstanding fees within 10 days of a payment failure notice;
• (c) You engage in prohibited conduct under Section 8; or
• (d) You become insolvent, bankrupt, or subject to administration.

15.4 Effect of Termination

On termination of this Agreement by Dilog under clause 15.3, your access to the Platform ceases immediately and any unused credits in your balance expire immediately without refund. This is distinct from cancellation by you under clause 15.2, where credits continue to be available in accordance with clause 6.3. Sections 7 (Data), 9 (Confidentiality), 11 (IP), 13 (Liability), 14 (Indemnification), and 17 (General) survive termination.

16. Changes to This Agreement

16.1We may update this Agreement from time to time. Material changes (including pricing, data handling, and liability terms) will be notified by email at least 30 days before they take effect. Non-material changes (including clarifications, corrections, and changes that improve your rights) may take effect immediately and will be noted in the updated Agreement with a revised “Last Updated” date.

16.2 Continued use of the Platform after the effective date constitutes acceptance of the updated Agreement. If you do not agree to the changes, you may cancel your subscription before the effective date and unused credits will remain accessible until expiry in accordance with clause 6.3.

17. General

17.1 Governing Law

This Agreement is governed by the laws of New South Wales, Australia. The parties submit to the exclusive jurisdiction of the courts of New South Wales for any dispute arising from or related to this Agreement.

17.2 Dispute Resolution

Before commencing legal proceedings, the parties agree to first attempt to resolve any dispute through good-faith negotiation for a period of 30 days.

17.3 Severability

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

17.4 Waiver

Failure to enforce any provision does not constitute a waiver of that provision.

17.5 Assignment

You may not assign or transfer this Agreement or any rights under it without Dilog’s prior written consent. Dilog may assign this Agreement without consent in connection with a merger, acquisition, or sale of assets, with notice to you.

17.6 Force Majeure

Neither party is liable for delays or failures caused by circumstances beyond their reasonable control, including natural disasters, government actions, internet disruptions, or third-party infrastructure failures.

17.7 Notices

Notices to Dilog must be sent to legal@dilog.ai. Notices to you will be sent to the email address associated with your account. Email notices are effective when sent.

17.8 No Agency

Nothing in this Agreement creates any agency, partnership, joint venture, or employment relationship between the parties.

Contact

For questions about this Agreement: