ACXPA Website Terms of Use
Last updated: October 2026
1. About these terms
1.1 acxpa.com, acxpa.com.au, their subdomains and the other websites we operate under the ACXPA name (Website) are operated by ACXPA (ABN 58 817 433 774) (ACXPA, we, us, our).
1.2 By using the Website, you agree to these Terms of Use. If you don’t agree, please don’t use the Website.
1.3 “You” means anyone accessing, viewing or using the Website, including free Subscribers.
1.4 These Terms of Use include our Privacy Policy and Privacy Collection Notice. If you’re a paid member, our Membership Terms and Conditions also apply, and they prevail if the two are inconsistent.
2. Using the Website
2.1 You may use the Website and its free content for your own information and professional development, and for your organisation’s internal use. Member-only content and tools are governed by the Membership Terms.
2.2 You’ll give accurate and complete information when you use the Website, and won’t mislead or deceive anyone.
2.3 We aim to keep the Website available, but access may be restricted for maintenance, updates or upgrades, or for reasons outside our control, such as network outages, your internet connection, device or software.
3. Limitations on use
3.1 You must not:
- (a) use the Website for anything unlawful or prohibited;
- (b) copy, scrape, distribute, license, alter, reverse engineer or modify any part of the Website, except as clause 5.3 allows;
- (c) use bots, crawlers or other automated means to access the Website or copy its content, including to collect content for AI tools or datasets;
- (d) use Website content to train, fine-tune or build an AI model;
- (e) remove or change any copyright, trade mark or other notice;
- (f) use the Website for anything obscene, indecent, offensive or defamatory;
- (g) hack, introduce viruses or harmful code, or otherwise damage or interfere with the Website;
- (h) get around access controls or usage limits, for example by creating more than one free account to get more AI use;
- (i) upload or post anything that infringes anyone’s intellectual property or other rights, or is unlawful; or
- (j) breach any other part of these Terms of Use or our Privacy Policy.
4. Technical information and security
4.1 The internet isn’t completely secure. We take reasonable steps to secure the Website, but we aren’t responsible for interference with, or loss or damage to, your devices that arises outside our reasonable control.
4.2 You’re responsible for your own devices, software and virus protection.
4.3 We don’t promise the Website will be uninterrupted, error free or free of viruses or bugs.
5. Intellectual property
5.1 The Website contains intellectual property owned by or licensed to us, including trade marks, copyright and confidential information.
5.2 Unless the law allows it, you must not adapt, reproduce, distribute, publish or create derivative works from any part of the Website, or commercialise anything from it, without our written consent.
5.3 You may share links to Website pages, and quote short extracts with credit to ACXPA and a link to the source.
5.4 You have no other rights in the Website or its software.
6. Third-party websites
6.1 The Website links to websites run by others. We don’t control them, aren’t responsible for their content, security or products, and a link isn’t an endorsement.
6.2 Third-party websites have their own terms and privacy policies, which we recommend you read.
7. Your contributions
7.1 These rules apply to anything you contribute to the Website, such as comments, feedback, questions, images or other content (Contribution).
7.2 You keep ownership of your Contributions. You grant us a worldwide, royalty-free, non-exclusive licence to host, use, reproduce, edit, adapt and publish them to operate, improve and promote the Website and our services. You consent to us doing so in ways that might otherwise infringe your moral rights under the Copyright Act 1968 (Cth) or equivalent laws elsewhere.
7.3 You confirm each Contribution is accurate where it states facts, genuinely held where it states opinions, and lawful.
7.4 Contributions must not defame anyone; be obscene, offensive, hateful or inflammatory; promote violence, illegal activity, sexually explicit material or discrimination; infringe anyone’s rights; mislead; breach a duty owed to someone else; appear to come from us when they don’t; include another person’s personal information without permission; or advertise or link to other services without our agreement.
7.5 We may, but don’t have to, review, edit, refuse or remove any Contribution we reasonably believe breaches these Terms of Use or could harm anyone. We may also monitor use of the Website and disclose information where the law requires it or to investigate a breach.
7.6 You’re responsible for your Contributions, and we don’t endorse what they say.
8. AI Tools
8.1 What they are. Some features of the Website use artificial intelligence, including the Customer Response Coach, Complaints Coach, Team Leader Coach, the Escalation Policy Builder review and the Roundtable AI Assistant (AI Tools). What you can use, and how much, depends on your account type. Paid allowances and ACXPA AI Credits are set out in the Membership Terms.
8.2 How they work. When you use an AI Tool, what you type, and the context needed to answer it (such as ACXPA’s templates and methods, and for Business members their organisation’s Coach Settings), is sent to our AI providers. These are currently Anthropic (Claude) and, for live practice calls, OpenAI, both based in the USA. Under their commercial terms they don’t use this content to train their models. Our Privacy Policy has the details.
8.3 What you put in. Describe situations in general terms. Please don’t enter:
- (a) customers’ or colleagues’ full names, contact details, account or card numbers, or anything else that identifies them;
- (b) health, financial hardship or other sensitive information about anyone; or
- (c) confidential information you don’t have the right to share.
Some AI Tools automatically remove or replace certain details, such as email addresses and phone numbers, but this won’t catch everything. You’re responsible for what you enter.
8.4 Output is guidance only. AI output is generated automatically and can be wrong, incomplete or unsuitable. It isn’t legal, HR, financial or other professional advice. Review and edit it before you use or send it. You’re responsible for what you send and for the decisions you make. Don’t use AI output as the only basis for a decision that significantly affects a person, such as an employment, disciplinary or complaint outcome.
8.5 Practice sessions. The people you practise with in the Team Leader Coach are AI characters, not real people. Practice feedback and scores are coaching aids to help you improve, not an assessment of you or anyone else. In a live practice call your voice is streamed to our AI provider to run the call, and we don’t record the audio. The written transcript (with the team member’s name replaced) is used to give you feedback, then deleted after 2 hours unless you save it with your plan. If you hold a Business allocated membership, your organisation’s main account can see when you used each AI Tool, the type of use (such as a coached reply or a chat practice session) and the AI Credits used, but not what you typed or the AI’s replies.
8.6 Acceptable use. Allowances, daily limits and caps apply. Don’t try to get around them, extract an AI Tool’s instructions, make it produce harmful or unlawful content, or use it to build a competing product. We may refuse, limit or pause AI use to protect the Website, its users or our providers.
8.7 Changes. We may change, suspend or withdraw any AI Tool. If you’ve bought ACXPA AI Credits, the Membership Terms say what happens to them.
8.8 In-tool terms. The first time you use an AI Tool, we’ll ask you to accept a short summary of these rules. If the summary and this clause differ, this clause applies.
9. Suspension or termination
9.1 We may suspend or end your access to the Website if we reasonably believe you’ve breached these Terms of Use, or your conduct has brought us or a related business into disrepute. Where the breach can be fixed, we’ll try to tell you and give you a reasonable time to fix it first.
9.2 We may stop operating the Website, or any part of it. If you’re a paid member, the Membership Terms say what happens.
9.3 You may stop using the Website at any time, and close your account by contacting us.
9.4 Clauses that by their nature should continue after these Terms of Use end, continue.
10. Exclusion of warranties
10.1 We work to keep the Website accurate and complete, but it may contain errors or omissions. Its content is general information only, not professional advice.
10.2 To the extent the law allows, we make no warranties about the Website’s content, accuracy, completeness, suitability, availability, security or reliability.
10.3 Nothing in these Terms of Use excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law or any other law that can’t be excluded.
11. Limitation of liability
11.1 To the extent the law allows, we and our related entities, employees, contractors and service providers aren’t liable for any indirect or consequential loss, or any loss of profits, opportunity, data or goodwill, arising from your use of, or reliance on, the Website, its content, AI output, third-party websites, unauthorised use of your login, or any interruption of the Website.
11.2 To the extent the law allows, our total liability to you for all claims connected with the Website is A$100. Claims about paid Services are governed by the Membership Terms.
11.3 Where the Australian Consumer Law lets us limit our liability for failing to meet a consumer guarantee, our liability is limited to supplying the services again or paying the cost of having them supplied again.
11.4 You indemnify us against loss, damage and reasonable costs we incur because of your material breach of these Terms of Use, except to the extent we caused or contributed to the loss.
12. Privacy
12.1 We handle your personal information in line with our Privacy Policy.
13. General
13.1 We may update these Terms of Use. Changes take effect when published here, with a new “Last updated” date. For paid members, the notice rules in the Membership Terms apply to material changes.
13.2 If any part of these Terms of Use is invalid or unenforceable, it’s severed and the rest continues.
13.3 Not enforcing a breach isn’t a waiver of that or any other breach.
13.4 These Terms of Use are governed by the laws of Victoria, Australia, and the courts of Victoria have jurisdiction. If you’re a consumer living outside Australia, this doesn’t take away any protection you have under the mandatory laws of your country.
13.5 Questions about the Website? Email enquiries@acxpa.com.au.
