Terms and Conditions

1. Acceptance of Terms

1.1 These Terms and Conditions ("Terms") govern your access to and use of the AfterService.ai platform ("the Platform"). The Platform is operated by AfterService Pty Ltd (ABN 21 687 135 048), trading as AfterService.ai ("we", "us", "our").

1.2 You accept these Terms by clicking "I accept" or any equivalent affirmative action at signup. Continued use of the Platform after a material update, where you have been prompted to re-accept and have done so, constitutes acceptance of the updated Terms.

1.3 Bundled acceptance. When you create an account, you will be asked to accept in a single step:

• (a) these Terms and Conditions;
• (b) our Privacy Policy;
• (c) our AI Data-Use Addendum (Clause 5 below).

Each document is linked in full at the point of acceptance. You must accept all three to use AI-powered features of the Platform. You may use non-AI features (Document Vault, claims list, entitlements wizard, timeline, crisis resources, and Find Support) if you accept the Terms and Privacy Policy but decline the AI Addendum. See Clause 5.5.

1.4 If you do not agree with any part of these Terms, do not use the Platform.

2. The Service

2.1 AfterService is a software platform that uses artificial intelligence to surface publicly available information about Australian veterans' entitlements, the Department of Veterans' Affairs (DVA) claims processes, and related support services available to Australian Defence Force members, veterans, and their families.

2.2 What the Platform IS NOT. The Platform is not, and must not be used as a substitute for, any of the following:

• (a) a claim-lodgement service. We do not lodge, prepare, file, sign, submit, or pursue claims with DVA on your behalf.
• (b) an advocacy service. We are not a registered ATDP advocate and do not provide advocacy.
• (c) a legal-advice service. We do not provide legal advice and we are not a legal practitioner.
• (d) a financial-advice service. We are not licensed under the Corporations Act 2001 (Cth).
• (e) a medical-advice or clinical service. See Clause 4.
• (f) a crisis or emergency service. See Clause 3.

2.3 Early Access. The Platform is currently in Early Access and is provided free of charge. Features may change, fail, be removed, suspended, or discontinued without notice. We give no service-level commitment and no warranty of availability. We may introduce paid features in the future on at least 30 days' written notice; existing features remain free for current users for at least 12 months after any paid tier launches.

2.4 We are not affiliated with, endorsed by, or operated on behalf of the Department of Veterans' Affairs, the Australian Defence Force, or any other Australian Government agency.

3. Crisis, Mental Health, and Safe Messaging

3.1 The Platform is not a crisis service, mental-health service, counselling service, or emergency service. The Platform is not designed to detect, assess, or respond to mental-health crises and may fail to do so.

3.2 If you, or someone you know, is in crisis, having thoughts of self-harm or suicide, or experiencing a mental-health emergency, stop using the Platform and contact:

• Triple Zero (000). Ambulance, Police, Fire (immediate danger).
• Open Arms, Veterans & Families Counselling. 1800 011 046.
• Lifeline. 13 11 14.
• Suicide Call Back Service. 1300 659 467.
• Beyond Blue. 1300 22 4636.
• 13YARN. 13 92 76.
• Defence All-Hours Support Line. 1800 628 036.

3.3 We follow the Mindframe Australia and Everymind safe-messaging guidelines for content about suicide, self-harm, and mental health. You may not use the Platform to circumvent these protections.

3.4 If you disclose intent to harm yourself or another person, we may direct you to crisis services and may, where required by law or where there is a serious imminent threat to life, health or safety under section 16A(1)(c) of the Privacy Act 1988 (Cth), share minimum-necessary information with appropriate authorities or services.

4. Not a Medical Device

4.1 The Platform is not a medical device. The Platform does not diagnose, monitor, predict, prognose, or treat any health condition.

4.2 The Platform is not registered with, and is not required to be registered with, the Therapeutic Goods Administration as a software-based medical device under the Therapeutic Goods Act 1989 (Cth) or the Therapeutic Goods (Medical Devices) Regulations 2002 (Cth).

4.3 If you have, or think you may have, a health condition, consult a registered medical practitioner. The Platform is information only.

5. AI Data-Use Addendum

5.1 The Platform uses artificial-intelligence models to provide chat, generate appeal letter drafts, expand your bio, surface relevant entitlements, and analyse documents you upload. You must accept this Addendum to use any AI-powered feature.

5.2 Content you share with AfterService, including chat messages, uploaded documents, generated narratives, and profile fields, may be used by us to:

• (a) provide the feature you requested;
• (b) improve the quality, accuracy, and safety of our own AI models (fine-tuning, evaluation, red-team review);
• (c) conduct quality-assurance review by authorised staff or contractors bound by confidentiality.

5.3 We do not send your content to third-party AI providers for their model training. The foundation models we use (currently Anthropic Claude via Amazon Bedrock, hosted in AWS Sydney) are contractually bound by their published Bedrock service terms not to retain or train on our customer inputs.

5.4 We will never share your content with DVA, your employer, an ex-service organisation, or any other party without your specific, separate consent. AI-generated outputs (such as appeal-letter drafts) are yours to review, edit, and submit, or not, at your sole discretion.

5.5 Withdrawal. You can withdraw consent to AI data-use at any time from Account Settings. Withdrawal stops new uses of your content for AI training going forward. Withdrawal disables AI features for your account (Privacy Policy Clause 10 lists affected features). Withdrawal does not retroactively remove your past contributions from already-trained model parameters, which is technically infeasible.

5.6 AI accuracy.

• (a) AI output is probabilistic. It may be inaccurate, incomplete, out of date, biased, or fabricated (commonly called "hallucination"). AI is known to produce plausible-sounding text that is not supported by the underlying documents.
• (b) You must independently verify any information provided by the Platform with the Department of Veterans' Affairs or with a qualified professional before relying on it for any decision, claim, application, payment, treatment, or transaction.
• (c) AfterService does not warrant that AI output is accurate, complete, current, fit for any particular purpose, or suitable for your circumstances.
• (d) To the maximum extent permitted by law, all warranties, conditions, and representations not expressly contained in these Terms are excluded. Clause 13 (Limitation of liability) applies.

6. Eligibility and Residency

6.1 Eligibility. To use the Platform you represent that:

• (a) you are at least 18 years of age;
• (b) you are located in Australia;
• (c) you are not located in or ordinarily resident in the United States of America;
• (d) you are not the subject of any sanctions under the Charter of the United Nations Act 1945 (Cth), the Autonomous Sanctions Act 2011 (Cth), or any equivalent law of Australia, the United Kingdom, the European Union, or the United States.

6.2 By creating an account or otherwise using the Platform, you represent each of (a) to (d) above and accept these Terms.

6.3 If you have appointed a substitute decision-maker (e.g. an enduring power of attorney or a guardianship order), they may exercise your rights under these Terms on production of valid authority. Contact privacy@afterservice.ai to register.

7. Your Account

7.1 Accuracy. You must provide accurate, current, and complete information during registration and keep it up to date.

7.2 Security. You are responsible for maintaining the confidentiality of your login credentials and for all activity on your account. Notify us immediately at security@afterservice.ai if you suspect unauthorised access.

7.3 One account per person. Do not share your account with others.

8. Connect: Organisation Access

8.1 AfterService's Connect feature lets you share parts of your information with an Ex-Service Organisation, advocate, or healthcare provider. Connect is entirely opt-in.

8.2 Granting access. When you grant an organisation access, you choose which organisation may view your data. On grant, we record your authorisation in a shared connections database visible to the Connect CRM organisation you have named. An authorised user at the organisation accepts your authorisation through Connect CRM. Once accepted, the organisation can access the data categories you authorised. You can view every active connection, and revoke any of them, on your Organisations page.

8.3 Revoking access. You can revoke any authorisation at any time from your Organisations page. Revocation is immediate. The organisation's historical viewing activity is retained for audit purposes but cannot be extended after revocation.

8.4 Organisation obligations. Organisations receiving access are bound by a separate Connect Organisation Terms and Data Handling Agreement, which includes purpose limitation and prohibition on re-sharing without your consent. That agreement is referenced from your Organisations page.

8.5 We are not responsible for how an organisation uses data you have authorised them to view, but we will assist you to investigate and resolve concerns.

9. Consent Versioning

9.1 You accepted these Terms when you created your account or at a subsequent material update.

9.2 If we materially update these Terms, the Privacy Policy, or the AI Data-Use Addendum, we will prompt you to review and re-accept at your next login.

9.3 Minor editorial updates (typography, link fixes, clarifications) do not require re-acceptance.

10. Prohibited Conduct

You agree not to:

10.1 Use the Platform for any unlawful purpose.

10.2 Knowingly provide false, misleading, or fraudulent information, including service history, medical claims, or documentary evidence, for use in AI-generated submissions to DVA or other bodies. Submitting knowingly false information for use in a submission to a Commonwealth body may constitute an offence under section 137.1 of the Criminal Code Act 1995 (Cth).

10.3 Submit to the Platform any classified, security-marked, or operationally sensitive information. If you are a serving member or recently discharged member of the Australian Defence Force, this includes information that, by reference to the Defence Security Principles Framework or the Information Security Manual, would be classified above OFFICIAL.

10.4 Submit information about another person without that person's authority, except where you are exercising lawful authority on behalf of a person under Clause 6.3.

10.5 Use the Platform to evade, delay, or defeat any DVA claims process.

10.6 Attempt to reverse-engineer the Platform, scrape content at scale, run automated requests, extract or replicate the AI model, or interfere with the Platform's security.

10.7 Upload content that infringes the rights of others, contains malware, or is illegal.

10.8 Impersonate another veteran or misrepresent your relationship to the Australian Defence Force.

10.9 Use the Platform in violation of Australian Autonomous Sanctions or United Nations sanctions, or from any sanctioned jurisdiction.

11. Intellectual Property

11.1 The Platform, its content (excluding user-provided content), design, branding, software, and underlying AI models are owned by AfterService or our licensors and are protected by Australian and international copyright, trademark, and other intellectual property laws.

11.2 Your content. You retain ownership of the content you provide (your profile data, documents, and chat contributions). By using the Platform, you grant AfterService a non-exclusive, worldwide, royalty-free licence to use, reproduce, store, transmit, and process that content for the purposes described in the Privacy Policy and Clause 5 of these Terms. The licence terminates for forward use when you delete your account, subject to retention permitted by Clause 7 of the Privacy Policy.

11.3 AI-generated output. We do not claim ownership of AI-generated drafts produced for you. The output is yours to edit, submit, or discard, subject to Clause 5.

12. Account Lifecycle

12.1 Suspension. We may suspend your account if we reasonably believe you have breached these Terms, where required by law, or to protect the integrity of the Platform or its users.

12.2 Termination by you. You may terminate your account at any time from Account Settings. We will delete your account and associated personal data within 30 days, subject to any legal retention obligations and to our retention of consent records (Privacy Policy, Clause 7.4).

12.3 Termination by us. We may terminate your account for material breach, or on 30 days' notice for convenience.

12.4 Data export. You may request a copy of your personal information before termination by emailing privacy@afterservice.ai. We will respond within 30 days.

12.5 Survival. Clauses 4, 5, 10, 11, 13, 14, 15, and 16 survive termination.

13. Limitation of Liability

13.1 Australian Consumer Law. Nothing in these Terms excludes, restricts, or modifies any rights you have under Schedule 2 to the Competition and Consumer Act 2010 (Cth) (the "Australian Consumer Law") or any other consumer law that cannot lawfully be excluded.

13.2 Cap. Subject to Clause 13.1, AfterService's total aggregate liability to you arising out of or in connection with the Platform or these Terms (whether in contract, tort, statute, equity, or otherwise) is limited to:

• (a) where AfterService is liable for a breach of a non-excludable consumer guarantee in respect of services, the resupply of the services or the cost of resupplying the services, at AfterService's election (s.64A Australian Consumer Law); and
• (b) in all other cases, AUD $100.

13.3 Excluded losses. To the maximum extent permitted by law, AfterService is not liable for any:

• (a) indirect, special, incidental, consequential, or punitive loss;
• (b) loss of profit, revenue, opportunity, or business;
• (c) loss of goodwill or reputation;
• (d) loss of, or inability to recover, any DVA entitlement, payment, benefit, or compensation;
• (e) loss of data;
• (f) loss arising from your reliance on AI output.

13.4 Rationale. The cap in Clause 13.2(b) reflects the fact that the Platform is provided free of charge during Early Access; it would be commercially impractical to offer the Platform without this cap; and you have the option not to use the Platform.

13.5 "As is". The Platform is provided "as is" and "as available". We do not warrant that the Platform will be error-free, uninterrupted, or that AI outputs will be accurate or complete. Clause 5.6 applies.

13.6 These limits apply regardless of cause and regardless of whether AfterService had been advised of the possibility of such loss.

14. Governing Law and Jurisdiction

14.1 These Terms are governed by the laws of Australia and the state of Western Australia.

14.2 Disputes. You agree to first raise any dispute with us via hello@afterservice.ai. If unresolved within 30 days, you may submit the dispute to:

• (a) the Australian courts of competent jurisdiction (on a non-exclusive basis); or
• (b) the Office of the Australian Information Commissioner for privacy complaints (www.oaic.gov.au).

14.3 Exclusion of US courts. You may not bring any claim against AfterService in any court located in the United States of America or seek to enforce any judgment of a US court against AfterService.

15. Indemnity

15.1 To the maximum extent permitted by law, you indemnify AfterService against loss, liability, cost, or expense (including reasonable legal costs) arising out of or in connection with:

• (a) your breach of these Terms;
• (b) your unlawful use of the Platform;
• (c) your submission of information about a third party without that third party's authority;
• (d) your wilful misconduct; or
• (e) your knowing submission of false information in breach of Clause 10.2.

16. General

16.1 Force majeure. Neither party is liable for failure or delay in performance caused by an event beyond its reasonable control, including natural disasters, war, terrorism, pandemic, civil disturbance, government action, or failure of a sub-processor's systems.

16.2 Severability. If any provision of these Terms is found unenforceable, the remainder continues in full force and effect.

16.3 Entire agreement. These Terms, together with the Privacy Policy and the AI Data-Use Addendum, constitute the entire agreement between you and AfterService relating to the Platform.

16.4 Notices. Notices to AfterService must be sent to hello@afterservice.ai. Notices to you may be sent to the email address on your account or shown in-product.

16.5 Assignment. You may not assign these Terms. We may assign these Terms to a related body corporate or a successor entity on notice to you.

16.6 No waiver. A failure to enforce any provision is not a waiver.

16.7 Variation. We may update these Terms from time to time. Material updates trigger a re-acceptance prompt at next login.

17. Contact

General: hello@afterservice.ai
Privacy Officer: privacy@afterservice.ai
Security: security@afterservice.ai

AfterService Pty Ltd (ABN 21 687 135 048)
73 Lilburne Rd, Duncraig WA 6023