About These Terms

These Terms of Use (“Terms”) govern your access to and use of the Askavi platform, including the website at askavi.com.au, any associated mobile, SMS, WhatsApp, or voice interfaces, and any services provided by Ask Avi (“Askavi”, “we”, “us”, “our”).

By accessing or using Askavi in any form, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, please do not use our service.

These Terms constitute a legally binding agreement between you and Ask Avi under Australian law.

About Askavi

Askavi is an AI-assisted triage and referral navigation platform. Our service connects individuals seeking care — across health, wellness, and legal services — with appropriate registered providers across Australia.

Askavi operates a provider network of registered practitioners and organisations. Providers are independent third parties. Askavi does not employ clinicians, does not provide clinical services, and is not responsible for the services delivered by providers to whom we refer users.

Who Can Use Askavi

Askavi is available to:

• Individuals (seekers) aged 15 or over seeking mental health or wellness support for themselves
• Proxy users — individuals or organisations (e.g. GPs, HR managers, carers, schools) accessing Askavi on behalf of a person who requires support
• Registered providers — health and wellness practitioners and organisations registered in Askavi’s provider network

Users under 15 must have the involvement of a parent or guardian. By using Askavi, you represent that you meet the eligibility requirements applicable to your user type.

Proxy users represent and warrant that they have the authority or consent of the individual they are referring before providing that individual’s information to Askavi.

How the Service Works

When you interact with Askavi, our AI assistant will:

1. Engage with you via your chosen channel (web, SMS, WhatsApp, voice, or QR)
2. Ask questions to understand your support needs, preferences, and location
3. Identify and recommend a suitable provider from our network
4. With your explicit consent, make a warm referral to that provider on your behalf
5. Confirm the referral outcome and provide you with next steps

Provider matching is based on stated specialty, location, availability, billing type, and user preferences. We do not guarantee that every user will be matched immediately, or that the matched provider will accept the referral.

Once a referral is made, the relationship is between you and the provider. Askavi’s role as intermediary concludes at the point of referral confirmation.

Not a Clinical Service — Important Limitations

Askavi does not:

• Provide clinical assessments, diagnoses, or treatment recommendations
• Replace the advice of a qualified health professional
• Constitute a medical record or health record for clinical purposes
• Provide crisis intervention or emergency mental health response

If you are experiencing a mental health emergency or are at risk of harming yourself or others, please call 000 immediately or go to your nearest hospital emergency department.

For crisis support: Lifeline 13 11 14 · Beyond Blue 1300 22 4636 · Suicide Call Back Service 1300 659 467 · 1800RESPECT 1800 737 732

User Obligations

When using Askavi, you agree to:

• Provide accurate and truthful information to the best of your knowledge
• Use the service only for its intended purpose (seeking or facilitating access to health and wellness support)
• Not provide false information about another person without their knowledge or consent
• Not attempt to manipulate, reverse-engineer, or misuse the AI system
• Not use Askavi to harass, stalk, or harm any provider or other user
• Comply with all applicable laws when using the service

We reserve the right to suspend or terminate access for users who breach these obligations.

Provider Terms

Providers joining the Askavi Provider Network agree to additional terms set out in the Provider Agreement, including:

• Maintaining current AHPRA registration (where applicable) and professional indemnity insurance
• Responding to referrals within the timeframes agreed upon registration
• Complying with all applicable privacy legislation when handling referred patient information
• Not using Askavi referral data for any purpose beyond the specific referred patient interaction
• Notifying Askavi of any changes to specialty, availability, or registration status within 5 business days

Askavi reserves the right to remove providers from the network who breach the Provider Agreement, receive substantiated complaints, or fail to maintain required registrations.

Providers are independent contractors and are not employees, agents, or partners of Askavi. Askavi does not accept liability for the clinical services provided by network providers.

Intellectual Property

All content on the Askavi platform — including the brand, logo, design, software, AI system, matching algorithm, text, and visual elements — is owned by Ask Avi or its licensors and is protected by Australian copyright and intellectual property law.

You may not copy, reproduce, modify, distribute, or create derivative works from any Askavi content without prior written permission.

Feedback you provide about the service may be used by Askavi to improve the platform without obligation to you.

Privacy and Data

Your use of Askavi is also governed by our Privacy Policy, which is incorporated into these Terms by reference. Our Privacy Policy explains how we collect, use, store, and disclose your personal and health information in compliance with the Privacy Act 1988 (Cth) and the Health Records Act 2001 (Vic).

You can access the full Privacy Policy at askavi.com.au/privacy.

Fees and Payment

Access to Askavi is free for individuals seeking or being referred to mental health and wellness support.

Providers may be subject to fees as set out in the Provider Agreement. During any stated free trial period, no fees apply. Fees applicable after any trial period will be communicated clearly and in writing before they take effect.

Enterprise or organisation access (e.g. employer EAP integrations) is subject to a separate commercial agreement.

Limitation of Liability

To the maximum extent permitted by Australian law, Askavi’s liability to you in connection with your use of the platform is limited to the re-supply of the service or, at our discretion, the cost of having the service supplied again.

Askavi is not liable for:

• The quality, safety, or outcomes of services provided by providers to whom we refer you
• Any loss, injury, or damage arising from your reliance on information provided through our AI assistant
• Indirect, consequential, special, or punitive damages
• Any loss arising from unavailability of the platform due to maintenance, technical failure, or events beyond our reasonable control

Nothing in these Terms limits rights that cannot be excluded under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)).

Indemnity

You agree to indemnify, defend, and hold harmless Ask Avi and its officers, directors, employees, and contractors from any claims, losses, liabilities, damages, costs, and expenses (including legal fees) arising from:

• Your breach of these Terms
• Your misuse of the Askavi platform
• Your violation of any third party’s rights
• Any false or misleading information you provide through the platform

Termination and Suspension

We may suspend or terminate your access to Askavi at any time, with or without notice, if we believe you have breached these Terms, used the platform in a harmful or unlawful manner, or for any other reason at our discretion.

You may stop using Askavi at any time. To request deletion of your personal information, contact privacy@askavi.com.au.

Termination does not affect any accrued rights or obligations, or provisions of these Terms that are intended to survive termination (including Sections 8, 11, and 12).

Changes to These Terms

We may update these Terms from time to time. We will notify registered users of material changes by email or in-platform notification at least 14 days before the change takes effect. The effective date shown at the top of this document indicates the version currently in force.

Continued use of Askavi after the effective date of updated Terms constitutes your acceptance of the changes.

Governing Law

These Terms are governed by the laws of Victoria, Australia. You agree to submit to the non-exclusive jurisdiction of the courts of Victoria for any dispute arising under or in connection with these Terms.

Nothing in these Terms affects any rights you may have under the Australian Consumer Law.

Contact and Disputes

If you have a complaint or dispute regarding these Terms or our service, please contact us first. We are committed to resolving disputes directly and promptly.