Cobotic customer terms

Version 1. Effective 3 November 2026.

These terms are the agreement between your business and Cobotic. You accept them when you tick the box at sign-up. Please read sections 6 to 8 closely: the Plan starts automatically on day 31 unless you cancel.

1. Who we are

Cobotic is a trading name of No Stone IT Services Pty Ltd (ABN 97 650 010 530). In these terms, "Cobotic", "we" and "us" mean No Stone IT Services Pty Ltd.

"You" means the business named in your Cobotic account. The person who accepts these terms confirms they have authority to bind that business.

Contact us at member.services@nostone.com.au.

2. Who can use Cobotic

Cobotic is for businesses with an Australian Business Number. You use it for your business, on your own service desk.

Sign-up is online, with no call. At launch, Cobotic works with HaloPSA only.

Each ABN can have one First Month.

3. What Cobotic does

Cobotic runs 15 jobs on the tickets in your PSA. Schedule 1 lists them. It works through a dedicated Cobotic user that you create in your PSA, and it writes notes and fields in your PSA.

Before a job goes live, we test it on 50 of your past resolved tickets. Nothing is written to your PSA during this test. A job that fails stays off until we fix it. A job that needs information you have not given us waits until you give it.

You can ask us to add custom instructions for how your desk wants a job done. Some limits stay fixed: for example, Cobotic never merges tickets, never bills your clients, and never emails your end users unless section 4 allows it.

AI can be wrong

Cobotic uses AI. Field jobs write their best answer straight to the field, with no approval step. Your techs see every answer on the ticket and can correct it. Your team stays responsible for how it works each ticket and for what it tells your clients.

The flags from Scope Creep Catcher are a guide for your team, not legal advice about your contracts.

The effort and cost figures in your monthly report are estimates.

What Cobotic does not do

Cobotic is software, not staff. It does not provide Level 2 or Level 3 technical work, project work, after hours cover, or answer phone calls. It only does what Schedule 1 describes.

4. Emails to your end users

Cobotic can email your end users only for the jobs you have switched on. All of these are off when you start.

The jobs that can email your end users are Instant Details Request and Self-Fix Reply. While they are off, the same text goes on the ticket as an internal note for your tech.

Only your business owner can ask us to switch these on or off.

You are responsible for making sure your agreements with your clients allow these emails.

5. What you need to do

You agree to:

• Create the dedicated Cobotic user in your PSA, with only the access our jobs need. It needs no extra PSA licence.
• Enter its key once, on our secure setup page. Do not send it to us by email or chat. If you do, replace the key.
• Give us correct details, and name your business owner as our contact.
• Make sure you are allowed to give us access to the data in your PSA, including your clients' data.
• Tell your clients how you use service providers and AI where the law or your agreements require it. We give you a sentence for your privacy policy at setup.
• Use Cobotic lawfully.

You can switch the Cobotic user off in your PSA at any time. The jobs then stop, but your fees continue until you cancel under section 8.

6. First Month

The First Month costs A$99 plus GST (A$108.90 with GST). You pay it through Stripe at sign-up, and your payment details are saved for the Plan.

It covers 30 days live on your tickets, with no charge per ticket. Day 1 is the day Cobotic goes live on your PSA.

If you cancel before Cobotic goes live on your PSA, we refund the First Month fee. After that, the fee is not refundable, except where section 15 gives you a right to a refund.

The Plan starts automatically

The Plan starts automatically on day 31 unless you cancel before then. You do not need to do anything for it to start.

By accepting these terms, you authorise us to charge your saved payment method through Stripe for the Plan, each month, until the service stops.

7. The Plan

The monthly amount is a minimum. You pay it in full even if you have fewer than 1,000 tickets in that month.

For example, a month with 1,200 tickets costs A$1,800 plus GST (A$1,980 with GST).

All prices are in Australian dollars.

How tickets are counted

A ticket counts once in a Plan month, however many jobs touch it. Merged tickets count once. We give you the ticket numbers behind each invoice, so you can check the count against your PSA. If a count looks wrong, email us and we will check it with you.

The monthly amount does not change with the number of jobs that are live.

Payment

A Plan month starts on day 31 and on the same date each month after that. We charge you through Stripe at the end of each Plan month, for that month, and send you a tax invoice.

Stripe holds your card details. We never see or store them.

If a payment fails, Stripe tries again. If an amount is still unpaid 14 days after it was due, we may pause your jobs after telling you by email. We start them again when you pay. You still owe amounts that were already due.

8. Cancelling

You can cancel at any time online, through the customer portal. There is no exit fee.

When you cancel, the service stops at the end of the current period:

• In the First Month, the service stops at the end of day 30, the Plan does not start, and we charge you nothing more.
• In the Plan, the service stops at the end of the current Plan month. We send a final invoice for that month, including any tickets above the first 1,000. We do not refund part of a month, except where section 15 gives you a right to a refund.

When the service stops, Cobotic stops reading and writing in your PSA. We tell you how to remove the Cobotic user and any automations from your PSA. Everything Cobotic wrote to your PSA stays there.

9. When we can pause or end the service

We can pause a job or all your jobs, and we tell you as soon as we can, if:

• Your PSA key stops working.
• We reasonably believe there is a security risk to your data or to Cobotic.
• The law requires it.

We do not charge you for a Plan month in which we pause your jobs for our own reasons for the whole month.

Either of us can end this agreement at once by email if the other commits a material breach and does not fix it within 14 days of being told, or becomes insolvent.

We can end this agreement for any reason by giving you 30 days' notice by email. You pay only for the service up to the date it stops.

10. What we keep, and for how long

We keep none of your ticket text. Your tickets stay in your PSA. When a job runs, we read the ticket through your PSA key, process it in memory and do not store it. This includes the 90 days of past tickets we read to build your rule sets, and the 50-ticket test.

Red Alert Flag and Scope Creep Catcher alert emails may quote a few words so your contact can act on them. These emails go to the contacts you name and stay in their mailboxes.

This is everything we keep:

Our database restore points keep deleted items for up to 30 more days. They then clear.

Ask us by email and we will confirm the deletion in writing once it is done.

11. Who handles your data

We use your data only to run and improve the jobs. We do not sell it. We do not use it, or let our providers use it, to train AI models.

What we learn from results across customers can improve our standard jobs. Your ticket text never goes into another customer's job.

We use these providers:

• Anthropic, for the AI models.
• Cloudflare, for hosting and security.
• Microsoft 365, for our own email.
• Resend, for the emails Cobotic sends you, including alerts.
• Stripe, for payments.
• Xero, for our accounts.

AI processing outside Australia

To do a job, we send the ticket text that job needs to Anthropic. Anthropic processes it outside Australia, and it may be processed in the United States or other countries. By accepting these terms, you agree to this.

Anthropic, not Cobotic, stores that text and the result. Anthropic deletes them from its systems within 30 days, unless it needs to keep them longer to enforce its Usage Policy or to comply with the law. If its automated safety systems flag content, Anthropic may keep the text and the result for up to 2 years and its safety scores for up to 7 years. Anthropic does not train its models on this data.

Fix Finder may search the web, limited to your trusted sites. Those sites may see what is searched for.

Access

The key is encrypted, only the Cobotic engine uses it, and no person at Cobotic can view it. Only the staff who build and run your jobs can open your Cobotic records, and each one uses a multi-factor sign-in.

Your PSA audit log shows every action the Cobotic user takes.

We remain responsible for anyone we engage to deliver the service.

12. Privacy and data breaches

We each handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Our privacy policy gives more detail.

We handle personal information in your PSA only to deliver the service. If one of your clients or their staff asks to see or correct their information, it is a matter for you and your client, as the tickets are in your PSA. If they ask us, we pass the request to you.

If we suspect a data breach that involves your data, we tell you within 72 hours of suspecting it. We then work with you to assess it. You are closest to the affected people, so you notify them and the regulator where notice is needed, unless we agree otherwise. We give you the facts you need to do so.

13. What belongs to whom

Yours: your data, your tickets, your PSA setup, and everything Cobotic writes to your PSA, including notes, field values and draft knowledge articles. You keep these when the service stops.

Ours: the Cobotic software, prompts, methods and tools. You can use them through the service while it runs. You do not get a copy or a right to resell them.

You let us use your data as these terms describe, and only for as long as these terms allow us to keep it.

14. Confidentiality and publicity

We each keep the other's confidential information confidential, use it only for this agreement, and share it only with people who need it and who must also keep it confidential.

Confidential information includes your client list, client data, pricing, systems and documents, and our methods, tools and any pricing not on our website.

This does not cover information that is public through no fault of the person holding it, was already lawfully known, was developed independently, or must be disclosed by law or a regulator.

Neither of us names the other or refers publicly to this agreement without written consent for that use. We may describe your use of Cobotic in anonymous form, without naming or identifying you.

These duties continue after this agreement ends.

15. Your rights under Australian law

Nothing in these terms excludes, restricts or changes any right or remedy you have under the Australian Consumer Law, or any other law, that cannot lawfully be excluded. This includes the consumer guarantees, such as the guarantee that services are provided with due care and skill. Sections 16 and 17 are subject to this section.

Where the law lets us limit our liability for a failure to meet a consumer guarantee, and it is fair and reasonable to do so, we limit it to supplying the service again or paying the cost of having it supplied again.

16. Service levels

We work to keep Cobotic running, but we do not promise it will never stop or never make a mistake. We give no service level guarantee, and service credits do not apply.

If Cobotic stops working, your tickets stay in your PSA untouched, and your team can work them as normal.

17. Liability

We are each responsible for our own breach of these terms.

Our total liability under or in connection with these terms is limited to the fees you paid us in the 12 months before the event that gave rise to the claim.

Neither of us is liable to the other for indirect or consequential loss, loss of profit, loss of revenue, loss of business opportunity or loss of goodwill. For us, this includes service credits you owe your own clients.

We reduce what we owe to the extent that your acts or omissions caused the loss.

We hold professional indemnity and public liability insurance, and we give you certificates of currency if you ask.

18. Changes to these terms

We can change these terms, including prices, by giving you at least 30 days' notice by email. If you do not agree, you can cancel under section 8 before the change takes effect, and the old terms and prices apply until the service stops.

We can improve how a job works at any time, at no extra charge. If we remove a job for good, we tell you by email.

A change we must make by law, or one that does not disadvantage you, can take effect sooner.

19. Law and disputes

The law of Western Australia applies to these terms, and the courts of Western Australia have jurisdiction.

If we have a dispute, senior people from each side first try in good faith to resolve it by talking. Either of us can go straight to court for urgent relief.

20. General

• These terms are the whole agreement about the service and replace earlier discussions. This does not limit your rights under section 15.
• Notices go by email: to us at member.services@nostone.com.au, and to you at your business owner's email address.
• Neither of us is liable for a delay or failure caused by something outside our reasonable control, including an outage at your PSA or at one of our providers. This does not stop fees that were already due.
• You cannot transfer this agreement without our written consent. We can transfer it to whoever takes over the Cobotic business, and we tell you by email.
• If a part of these terms cannot be enforced, the rest still applies.
• If one of us does not enforce a right straight away, that right is not lost.
• We are independent businesses. This agreement does not create employment, partnership, joint venture or agency.
• Sections on payment already due, data, privacy, confidentiality, ownership, liability and your legal rights continue after this agreement ends.

Schedule 1: The 15 jobs