Alanna Subscription Terms & SLA

ALANNA — SUBSCRIPTION TERMS & SERVICE LEVEL AGREEMENT

AI Tax Assistant — provided by Aumré Financial Group

Effective date: 4 July 2026 · Version 2.0

1. About these terms

1.1 These Subscription Terms and Service Level Agreement (the “Terms”) govern your use of Alanna, the AI tax-information assistant provided by Aumré Financial Group (ABN 96 530 234 923) (“Aumré”, “we”, “us”). By creating an account or subscribing, you (the “User”, “you”) accept these Terms.

1.2 Alanna is available on Aumré’s website. These Terms incorporate our Privacy Policy, Refund & Cancellation Policy and AI Disclosure & Disclaimer, available on the website.

1.3 Changes to these Terms. We may update these Terms for legal, security or product reasons. We will give you at least 30 days’ notice (by email and in-app) of any change that increases your costs, reduces what you have paid for, or is otherwise materially adverse to you. If you do not accept such a change, you may cancel before it takes effect and receive a pro-rata refund of any prepaid, unused fees. Other changes take effect when posted.

2. The service — and what Alanna is not

2.1 Alanna answers general Australian tax questions in plain English, drawing on a curated knowledge base of Australian Taxation Office (ATO) material, Aumré insights and an approved FAQ set, and cites its sources.

2.2 AI-generated content. Alanna’s answers are generated by artificial intelligence. Despite our curation and guardrails, AI-generated answers can be incomplete, out of date or wrong. Always verify important matters with a registered tax practitioner before acting.

2.3 General information only. Alanna provides general information only. It is not personal tax, financial or legal advice, is not a tax agent service provided to you personally, does not create an accountant–client relationship, and must not be relied on as a substitute for professional advice. All figures are estimates.

2.4 Alanna is designed to decline questions that require personal advice and to offer a referral to a human consultation with Aumré (fees for consultations are separate and quoted before you book).

3. Accounts and eligibility

3.1 You must create an account (via Google sign-in), be at least 18 years old and be an Australian resident to subscribe.

3.2 You are responsible for activity under your account and for keeping your login secure. One account is for one person; accounts may not be shared. Notify us promptly of any unauthorised use.

4. Plans, pricing and fair use

Current plans (prices in AUD and inclusive of GST). The key terms below are disclosed before you buy and again in your purchase confirmation:

4.1 “Fair use” means normal personal use. If subscription usage materially exceeds the stated allowance or appears automated or abusive, we may — after giving you notice and an opportunity to respond, except in urgent cases of abuse — apply the allowance limit, throttle, or move you to pay-as-you-go.

4.2 A “question” is one submitted query and its answer. Reasonable follow-up clarifications within the same conversation thread count as part of the same question; we will apply this consistently and in your favour where it is unclear.

4.3 Price changes. We will give you at least 30 days’ notice by email before any subscription price increase. The new price applies only from your next renewal after the notice period, and the notice will remind you how to cancel if you do not wish to continue.

5. Service availability (SLA)

5.1 Uptime target: we aim for 99.5% monthly availability of the Alanna service, excluding scheduled maintenance and events outside our reasonable control (including third-party AI, hosting or payment provider outages).

5.2 Scheduled maintenance is generally performed outside business hours; we aim to give advance notice of maintenance likely to cause noticeable disruption.

5.3 Service credit. If monthly availability for subscribers falls below 99.5% due to our fault, you may request a pro-rata credit of your monthly fee for the affected period by contacting us within 30 days. Credits are capped at one month’s fee per month. This credit is in addition to — and does not limit — your rights under the Australian Consumer Law (clause 8.3).

6. Support and complaints

6.1 Complaints. If you are unhappy with the service, contact us using the details in clause 12 and we will acknowledge your complaint within 2 business days and aim to resolve it within 10 business days. If we cannot resolve it, you may contact Consumer Affairs Victoria or the ACCC; privacy complaints may be made to the Office of the Australian Information Commissioner (OAIC).

7. Billing, renewal, cancellation and refunds

7.1 Subscriptions are billed monthly in advance via our payment provider (Stripe) and renew automatically until cancelled. Packs and pay-as-you-go top-ups are charged at purchase. You will receive a tax receipt for every charge.

7.2 Renewal reminders. We will send you a reminder by email before each renewal (and before the end of any promotional pricing), stating the renewal date, the amount to be charged and how to cancel.

7.3 You authorise us (via Stripe) to charge your nominated payment method for your plan. If a payment fails, we will notify you and retry; we may suspend access until payment succeeds, but we will not charge late fees.

7.4 Cancelling is easy. You may cancel your subscription at any time online, in your account settings, in no more steps than were needed to sign up. Cancellation takes effect at the end of the current billing period and you keep access until then. We do not provide pro-rata refunds for partial months except as required by law or under clauses 1.3 and 11.1.

7.5 Your consumer rights. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures you are entitled to cancel and receive a refund for the unused portion, or to compensation for its reduced value; for other failures you are entitled to have the failure remedied in a reasonable time. Nothing in these Terms excludes those rights. See also our Refund & Cancellation Policy.

7.6 Unused pay-as-you-go and question-pack credits are valid for 12 months from purchase and are otherwise non-refundable, except where the Australian Consumer Law entitles you to a refund.

8. Acceptable use

• Do not use Alanna for unlawful purposes, to prepare or lodge false information, or to evade tax obligations.

• Do not attempt to reverse-engineer, scrape, overload, probe the security of, or resell the service, or use it to build a competing product.

• Do not submit another person’s personal or sensitive information without their authority — Alanna does not need names, TFNs or account numbers to answer general questions, and you should not enter them.

• Do not attempt to manipulate Alanna into providing personal advice or bypassing its safety guardrails.

We may suspend or terminate accounts that breach this clause; where practicable we will warn you first, and clause 11.2 applies.

9. Your data and privacy

9.1 We handle personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and our Privacy Policy. We collect your account details and your questions to operate, secure and improve the service.

9.2 How AI processing works. Your questions are processed by an AI model provided by a third-party provider (which may process data outside Australia, currently in the United States) solely to generate your answer. Your questions and personal information are not used to train AI models. Details, including the automated-processing disclosures required under the Privacy Act, are in our Privacy Policy.

9.3 We do not sell your personal information. Data is stored securely and, where practicable, within Australia. You may request access to or correction of your personal information, or make a privacy complaint, as described in the Privacy Policy.

10. Disclaimers and limitation of liability

10.1 To the extent permitted by law, we exclude warranties that are not expressly stated in these Terms and are not liable for loss arising from reliance on Alanna’s general information without independent verification. This clause does not exclude, restrict or modify any consumer guarantee or other right under the Australian Consumer Law that cannot lawfully be excluded.

10.2 To the extent permitted by law, our total liability to you for any claim connected with the service is limited to the greater of (a) the amount you paid us in the 12 months before the claim, and (b) A$100. This cap does not apply to liability that cannot be limited by law (including under the Australian Consumer Law), or to loss caused by our fraud or wilful misconduct.

10.3 You remain responsible for your own tax affairs, including the accuracy of anything you lodge with the ATO.

11. Suspension, termination and changes to the service

11.1 We may change the features of the service, and may suspend or withdraw the service on at least 30 days’ notice. If a change or withdrawal materially reduces the service you have paid for, you may cancel and will receive a pro-rata refund of any prepaid, unused fees (including unused credits purchased in the previous 12 months).

11.2 We may suspend or terminate your account for material breach of these Terms. Except in urgent cases (unlawful use, security risk, payment fraud), we will give you notice and a reasonable opportunity to remedy first. If we terminate other than for your breach, clause 11.1 applies.

12. Governing law and contact

12.1 These Terms are governed by the laws of Victoria, Australia. You may bring proceedings in your local courts where the law allows.

12.2 Contact: Aumré Financial Group — accountant@aumregroup.com.au — +61 480 162 221 — 14 Molesworth Crescent, Donnybrook VIC 3064.