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.

1.4This Agreement covers both plan types offered on the Platform: subscription plans (a recurring monthly fee with a monthly credit allotment) and the usage-based Pay As You Go plan (no recurring fee; credits are purchased as needed). References to your “Plan” mean whichever plan type you are on; provisions expressed to apply to one plan type apply only to that type.

1.5 Your acceptance of this Agreement, including the version accepted and the time of acceptance, is recorded when you create your account.

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. Plans and Fees

4.1 Plan Types

The Platform offers two types of plan:

• (a) Subscription plans: a fixed recurring monthly fee in exchange for a fixed allotment of credits granted each month, as published at the time of subscription.
• (b) Pay As You Go: no recurring fee and no monthly credit allotment. Activation is a one-off entry purchase at the published price, which includes a starter allotment of credits granted once at activation. After that, credits are acquired only by purchasing top-up packs (clause 6.4).

4.2 Payment Method Required

A valid payment card must be saved to your account before any plan (either type) can be activated. Card details are captured through our payment processor’s hosted checkout (clause 6.1); Dilog does not hold your raw card details.

4.3 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. The Pay As You Go entry purchase is not a setup fee — it is a purchase that includes your starter credits.

4.4 Monthly Subscription Fee

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

4.5 Pay As You Go Entry Purchase

Activating Pay As You Go directly is a single one-off card charge at the published entry price. It is charged immediately at activation, is non-recurring, and includes the published starter credit allotment, granted once. No recurring subscription is created. The entry purchase and starter credits apply only when Pay As You Go is activated directly — they are not charged or granted again when you arrive at Pay As You Go by changing plans (clause 7.4).

4.6 Published Pricing

Monthly fees, credit allotments, per-credit rates, top-up pack contents and prices, and credit expiry periods are as published at the time of sign-up or, for individual purchases, at the time of purchase. The amounts shown to you at the point of subscription or purchase are the amounts that apply.

4.7 Currency

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

4.8 Price Changes

We will provide at least 60 days’ written notice before increasing subscription fees or making other changes to your plan’s published terms that are to your detriment (including reducing a plan’s monthly credit allotment, increasing its per-credit rate, or shortening credit expiry periods). Continued use of the Platform after the effective date of such a change constitutes acceptance of the new terms.

4.9 Taxes

For Individual Subscriber accounts, all fees — including monthly subscription fees, the Pay As You Go entry purchase, top-up pack prices, and per-credit charges — are inclusive of GST.

5. Credits

5.1 What a Credit Is

Credits are the Platform’s usage-metering unit. One credit corresponds to one completed ARP interview response — for example, running a study with 100 ARP respondents uses 100 credits, and a follow-up question uses one credit per ARP that answers it. Credits are not money: they have no cash value, cannot be converted back into money, cannot be transferred between accounts or organisations, and are non-refundable (clause 8.4).

5.2 Charged on Success Only

Credits are only consumed for work that completes. A study run that fails to complete consumes no credits; follow-ups consume credits only for the ARPs that actually respond. Before any credit-consuming action starts, the Platform checks the estimated cost against your available credits; if you do not have enough credits (and automatic extra-credit billing under clause 6.5 is not enabled), the action does not start and you are shown your options instead.

5.3 How Credits Are Granted

• (a) Subscription plans: the full monthly credit allotment is granted at the start of each monthly credit period. The first allotment is granted immediately when your plan is activated, following your first successful payment.
• (b) Pay As You Go starter credits: granted once, immediately on activation, as part of the entry purchase. They never renew.
• (c) Top-up pack credits: granted immediately when a pack purchase charge succeeds (clause 6.4).

5.4 Credit Expiry

All credits expire one month after they are acquired:

• (a)Monthly allotment credits expire at the moment the next month’s allotment is granted. Unused monthly credits do not roll over.
• (b) Starter credits expire one month after activation. Top-up pack credits expire one month after purchase, including any unused portion of a partially-used pack.
• (c) Credits granted immediately on a plan upgrade expire at the end of the then-current billing period (clause 7.2), which may be less than one month after the upgrade.

Expired credits are forfeited without refund. For example, pack credits purchased on 22 August expire on 22 September.

5.5 Consumption Order

Usage automatically draws from your soonest-expiring credits first. You cannot, and do not need to, choose which credits pay for which work.

5.6 Running Out of Credits

If an action would exceed your remaining credits, it is paused and you are shown your options, which depending on your plan may include upgrading to a plan with a larger allotment (Section 7), enabling automatic extra-credit billing (clause 6.5), or purchasing a top-up pack (clause 6.4). If you decline, the action simply does not run — you are never charged for usage you have not either paid for in advance or expressly enabled billing for.

6. Billing and Payment

6.1 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.

6.2 Billing Schedule

The monthly subscription fee is charged on the same calendar date each month, beginning on the date your plan is activated. Charges for extra credits under clause 6.5 are collected on the same date (as a separate charge). Pay As You Go has no billing period; its charges arise only at the moment of the entry purchase and each pack purchase.

6.3 Auto-Renewal and Charge Authorisation

Subscription plans RENEW AUTOMATICALLY EACH MONTH. By subscribing, you authorise Dilog (via Stripe) to charge your nominated payment method, without further authorisation from you, for: (a) each recurring monthly subscription fee; (b) prorated plan-upgrade charges you confirm (clause 7.2); (c) top-up pack purchases you confirm (clause 6.4); and (d) extra-credit charges accrued while automatic extra-credit billing is enabled (clause 6.5). Charging ceases when you cancel (Section 8), except for amounts already owed. Pay As You Go creates no recurring subscription: only the one-off entry purchase and pack purchases you individually confirm are charged.

6.4 Top-Up Packs

On plans that offer them (including Pay As You Go), you may purchase top-up packs of credits at the published pack prices. Your card is charged at the moment of purchase, and the credits are granted only when that charge succeeds. If the charge is declined, nothing is granted and nothing is owed — the decline is shown to you and you may retry after updating your payment method; declined pack purchases are not retried in the background and have no other consequence for your account. If your bank requires additional authentication, the credits are granted once the payment is confirmed. Pack contents, prices, and expiry are as published at the time of purchase.

6.5 Automatic Extra-Credit Billing

On subscription plans configured for it, you may enable Automatic Billing (it is off by default and requires your explicit action to enable). While it is enabled:

• (a)usage beyond your remaining credits proceeds without interruption, and each extra credit consumed is billed at the plan’s published per-credit rate in force at the time it is consumed. A later plan or price change never re-prices credits already consumed;
• (b) all extra credits consumed during a billing month are collected in a single card charge at the end of that billing month, on your billing date, separate from your subscription renewal;
• (c) there is no spending cap: extra-credit charges are unlimited and continue to accrue until you turn Automatic Billing off. You can turn it on or off at any time from your Plan page; and
• (d) Automatic Billing ends automatically when your plan is cancelled (clause 8.2).

Plans that use top-up packs (including Pay As You Go) do not offer Automatic Billing and can never accrue automatic extra-credit charges.

6.6 Failed Payments

If a background charge (a subscription renewal or an extra-credit collection) fails, we will retry it daily and notify you by email. Your account continues to operate normally while we retry. If the charge has failed three times, your plan is restricted: no further monthly credits are granted and credit-consuming actions are refused until the outstanding amount is settled. Outstanding amounts remain owed. Restriction does not remove your access to the Platform or your existing work (clause 8.2). Declined top-up pack purchases are treated differently: they are not retried and carry no restriction (clause 6.4).

6.7 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.

7. Plan Changes

7.1 Upgrades and Downgrades

Whether a plan change is an upgrade or a downgrade is determined by comparing the plans’ recurring monthly charges, with one-off and free plans (including Pay As You Go) counted as having no recurring charge. A change to a plan with an equal or higher recurring charge is an upgrade; a change to a plan with a lower recurring charge (including switching to Pay As You Go) is a downgrade.

7.2 Upgrades

Upgrades take effect immediately. Before you confirm, you are shown the exact prorated charge for the remainder of the current billing month and the amount and date of your next bill. On confirmation: (a) your card is charged the prorated amount shown; (b) the new plan’s full monthly allotment is granted immediately — this immediately-granted allotment expires at the end of the current billing period (clause 5.4), so your billing date and credit period always remain aligned; and (c) from the next renewal, the new plan’s fee and full monthly allotment apply on your existing billing date. Credits you already hold are unaffected: they remain valid until their original expiry dates and nothing is removed on a plan change.

7.3 Downgrades

Downgrades (including switching to Pay As You Go) take effect at the end of the current billing period. Nothing is charged and nothing is taken away when you confirm: you keep your current plan and credits until the period ends. At the period boundary, the new plan starts — its fee (if any) is billed by the normal renewal, and its monthly credits (if any) are granted from that date; when the destination is Pay As You Go, the subscription simply ends and nothing further is billed. While a downgrade is pending: (a) you may revert it free of charge at any time before the boundary by re-selecting your current plan; (b) no other plan change can be made until the pending change is reverted or takes effect; and (c) cancelling your plan outright (Section 8) remains available and overrides the pending change.

7.4 Arriving at Pay As You Go by Downgrade

Switching to Pay As You Go from another plan does not incur the entry purchase and does not grant starter credits. The entry purchase (clause 4.5) applies only when Pay As You Go is activated directly.

7.5 While a Plan Change Is Pending

The options offered when you run out of credits, and the per-credit rates and pack prices applying to any additional usage, follow the destination plan from the moment the change is scheduled, even though your current plan’s credits remain active until the boundary.

8. Cancellation and Refunds

8.1 How to Cancel

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

8.2 Effect of Cancellation

When you cancel:

• (a) All future billing stops immediately: no further subscription fees will be charged, and for subscription plans the recurring subscription is stopped at the same time so no renewal will occur.
• (b) Automatic extra-credit billing (clause 6.5) ends with your plan. After cancellation, an action that would require extra credits is refused rather than charged.
• (c)Everything you have already paid for is kept: any unused credits remaining in your balance continue to be available on their normal terms — until they are used up or reach their normal expiry date under clause 5.4, whichever comes first, with no early forfeiture and no extension. For a subscription plan’s monthly allotment, that normal expiry is the end of the current billing period. For Pay As You Go, which has no billing period, pack and starter credits remain usable until their normal one-month expiry.
• (d) Amounts already owed remain payable and will still be collected — including extra credits consumed before cancellation and any pack purchases not yet collected.
• (e) Your account remains accessible after your credits are exhausted or expire: you retain access to your past studies, results, and settings. What ends is credit provisioning and billing, not access to your existing work.

8.3 Credit Expiry

Credits expire in accordance with clause 5.4. Unused credits that reach their expiry date are forfeited without refund.

8.4 No Refund for Credits

Subscription fees, the Pay As You Go entry purchase, and purchased credits are non-refundable. We do not provide cash refunds for unused credits, whether on cancellation or otherwise.

8.5 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.

8.6 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.

9. Panel and Data Ownership

9.1 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.

9.2The final query responses and research insights delivered to you through the Platform are yours for your own internal use in accordance with Section 10. “Outputs” does not include underlying trace data, ARP context injections, system prompts, or interaction logs, which remain Dilog’s operational records.

9.3Dilog 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.

9.4 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.

9.5 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.

10. Acceptable Use

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

10.2 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.

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

11. Confidentiality

11.1Each 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.

11.2Dilog’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.

11.3 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).

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

12. Data Processing and Privacy

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

12.2 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.

12.3 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.

12.4Payment data is processed by Stripe. See Stripe’s Privacy Policy for details of how your payment information is handled.

13. Intellectual Property

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

13.2You 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.

13.3 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 10.2.

13.4Dilog’s trade marks — including ‘Dilog’, ‘ARP’, and ‘Authentic Research Persona’ — may not be used without prior written consent.

13.5 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.

14. Warranties and Disclaimers

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

14.2 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.

14.3 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.

14.4Nothing 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.

15. Limitation of Liability

15.1To 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.

15.2 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.

15.3 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.

15.4 The cap in clause 15.1 does not apply to liability arising from gross negligence, wilful misconduct, or breach of confidentiality obligations under Section 11.

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

16. Indemnification

16.1 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.

16.2 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.

17. Term and Termination

17.1 Term

This Agreement commences when you create your account and continues until terminated. Subscription plans run on a month-to-month basis; Pay As You Go continues without a recurring term.

17.2 Termination by You

You may terminate by cancelling your plan as set out in Section 8.1. Billing stops immediately on cancellation, and the practical end of your paid service is determined by clause 8.2 — the earlier of your remaining credits being used up or reaching their normal expiry.

17.3 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 10; or
• (d) You become insolvent, bankrupt, or subject to administration.

17.4 Effect of Termination

On termination of this Agreement by Dilog under clause 17.3, 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 17.2, where credits continue to be available in accordance with clause 8.2. Amounts owed at termination (including extra credits consumed and uncollected pack purchases) remain payable. Sections 9 (Data), 11 (Confidentiality), 13 (IP), 15 (Liability), 16 (Indemnification), and 19 (General) survive termination.

18. Changes to This Agreement

18.1We 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.

18.2 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 plan before the effective date and unused credits will remain accessible until expiry in accordance with clause 8.2.

19. General

19.1 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.

19.2 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.

19.3 Severability

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

19.4 Waiver

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

19.5 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.

19.6 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.

19.7 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.

19.8 No Agency

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

Contact

For questions about this Agreement: