The rules for using KoalaFix, including accounts, automated actions, AI-generated information, Customer Data, fees, liability and changes.
KoalaFix Pty Ltd · ABN 99 696 245 959 · 425 Smith Street, Fitzroy VIC 3065 · support@koalafix.com
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 25 August 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.
In these Terms:
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.
The agreement between the parties consists of:
If documents conflict, they apply in the order above, except that the DPA prevails for the protection and processing of personal information.
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.
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.
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 internal purposes.
The Service diagnoses Windows and Microsoft 365 issues, provides AI-assisted information, and can perform local-device and Microsoft 365 actions. Features vary by plan, account, 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.
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.
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:
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.
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.
The Customer and Authorised Users must not:
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.
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 raw Business Customer conversation content or Microsoft 365 content to train or improve a general or cross-customer model unless the Business Customer's administrator gives a separate affirmative opt-in. KoalaFix may use aggregated and de-identified service metrics that do not reasonably identify a Customer or individual to understand and improve the Service.
Personal information is handled under the Privacy Policy and, for Business Customers, the DPA.
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.
The Order or sign-up record shows the plan, Purchased Quantity, fees, billing frequency, Activation Date, Renewal Date and any promotional offer. Fees are charged on the Purchased Quantity whether or not every Managed Seat is assigned. A paid Business subscription has a minimum Purchased Quantity of two Managed Seats. Unless an Order says otherwise, fees are in Australian dollars, exclude GST and will have applicable GST added.
The Customer authorises Stripe to charge the selected payment method for amounts due. KoalaFix does not store full payment-card numbers. If a renewal payment fails, KoalaFix may retry the payment as described in section 16.
A paid subscription renews monthly or annually, according to the selected billing frequency, until cancelled. Annual fees are paid upfront. The Order or checkout must show the monthly or annual total before acceptance. KoalaFix will give at least 30 days' notice before an annual renewal and before the first undiscounted paid charge following a promotional offer.
Seat additions take effect immediately after payment of the prorated fee for the remainder of the current period. A Managed Seat may be reassigned without charge. Seat reductions take effect at the next Renewal Date, do not create a credit or refund, and require the Customer's active Managed Users plus pending invitations to fit within the reduced Purchased Quantity. The two-seat paid minimum continues to apply. A change between monthly and annual billing takes effect at the next Renewal Date.
An organisation may receive only one founding or promotional offer and cannot reset that offer by changing plans, accounts, seats or billing frequency. Seats added during an offer inherit the same discount only until the original offer expiry. A founding offer and an annual discount do not stack. A free Pilot does not convert automatically to a paid subscription. A discounted paid subscription renews at the post-offer price shown before acceptance unless cancelled.
The Customer may cancel through available billing controls or by contacting support. Cancellation takes effect at the end of the current paid period, with no cancellation fee. Fees already paid are non-refundable except as stated in the agreement or required by law.
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.
A free trial ends or converts only as disclosed at sign-up. KoalaFix will not charge a free Solo Early Access or Business Pilot participant (each as described in the Early Access and Pilot Terms) unless that Customer actively selects a paid plan and provides or confirms a payment method.
The Customer must raise a billing error promptly. KoalaFix will investigate and correct confirmed errors within a reasonable time.
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:
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.
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.
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.
Features identified as alpha, beta, preview, pilot or early access may be incomplete, change materially or be withdrawn. Additional Early Access and Pilot Terms may apply.
KoalaFix may suspend affected access to the minimum extent reasonably necessary if:
If a renewal payment fails, KoalaFix will notify the Customer on the day of failure and may make up to three further payment attempts over the following seven days. Paid access continues during that retry period.
After the final unsuccessful retry, KoalaFix may suspend diagnoses, fixes and background automations while keeping billing controls available. Access will be restored after successful payment. This process applies only to renewal payments. A new subscription or additional Managed Seat is not activated until its first payment succeeds. Payment failure alone does not delete Customer Data or terminate the agreement.
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.
The agreement starts when the Customer first accepts it and continues until all subscriptions and access end.
The Customer may cancel under section 12. 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:
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.
The Customer indemnifies KoalaFix against a third-party claim to the extent it results from:
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.
To the maximum extent permitted by law:
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.
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.
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.
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.
KoalaFix Pty Ltd ABN 99 696 245 959 · ACN 696 245 959 425 Smith Street, Fitzroy VIC 3065, Australia support@koalafix.com