The Ailo Platform Terms for Property Investors, Renters, and Service Providers

Last updated: 30 July 2025

These new terms of service will take effect on 7 August 2025.
Please review the online notice in our Help Centre here, which explains the changes to these terms in more detail.
The most recent prior version of these Terms of Service is available here.
Introduction
The Property Management Company (PM Company) has engaged Ailo to supply a series of tools to assist them to provide the property management services they provide to you - the Ailo Platform. The software helps your property manager communicate with you, as well as arrange maintenance and repairs, bills and Trust Accounting. The software facilitates the collection of rent from Renters, allows users to pay bills and disburses the rent to the Property Investor (Ailo Pay).
Property Investors, Renters, Property Owners and Service Providers (users) are invited to use the Ailo Platform to manage communication, payments, inspections and maintenance and repairs, or may choose only to access some functions, such as communication.
If you use the Ailo Pay component of the Ailo Platform then these terms in their entirety, apply to you and that usage. If you use the Ailo Platform, other than Ailo Pay, then clause 10 does not apply to you.
  1. These Terms
    1. These Terms apply to your use of the Ailo Platform. They are a binding agreement between Ailo Pty Ltd (ACN 603 174 714) (us, we or our) and you, with you being any individual person or legal entity that clicks the ''I Agree to the Terms" checkbox or otherwise accesses or uses the Ailo Platform. You may be:
      1. a Property Investor;
      2. a Renter;
      3. a Property Owner
      4. the Delegate of a Property Investor, Renter or Property Owner.
    2. By accessing or using the Ailo Platform, you agree:
      1. to be bound by these Terms;
      2. to be bound by the Ailo Platform policies posted on the Ailo Platform (for example, policies related to the security of access credentials);
      3. that you have read and understood our Privacy Policy (available at ailo.io/privacy); and
      4. You have received the PDS and FSG - see ailo.io/pds-fsg.
    3. To the extent of any inconsistency between these Terms and a policy posted on the Ailo Platform, these Terms take precedence over any policies.
    4. You must be at least 18 years of age to use the Ailo Platform.
  2. Agreement and Updates
    1. Amendment to Terms
      1. Ailo may, in its sole discretion, modify any part of these Terms. Ailo will give you 14 days' notice of any change by notifying you at the contact details supplied.
      2. Your continued use of or access to the Ailo Platform following the effective date of any changes to these Terms constitutes acceptance of those changes. If you do not accept the changes, you are free to end this agreement and your access to the Ailo Platform by completing the unsubscribe process.
    2. Updates and enhancements. We may (but are not required to) provide standard or progressive updates, changes or amendments to the Ailo Platform as we see fit to ensure proper operation and interaction of all parts of the Ailo Platform and any general enhancements that may be introduced.
  3. Using the Ailo Platform
    1. Tool for managing interactions
      1. You may use the Ailo Platform for managing interactions with people associated with the property you own or live in. For example:
        1. if you are a Property Investor, you may use the Ailo Platform to manage your relationships with your PM Company and your Renters;
        2. if you are a Renter, you may use the Ailo Platform to manage your relationships with your Property Investor and your PM Company;
        3. If you are a Property Owner, you may use the Ailo Platform to manage your relationships with your PM Company.
      2. You acknowledge that the Ailo Platform is an assistance tool only – you are solely responsible for the management of your relationships with other users of the Ailo Platform.
    2. Tool for managing trust accounts. From time to time Ailo may have an agreement with a PM Company to provide tools for it to manage its Trust Account. Under this arrangement:
      1. Ailo is not providing the Trust Account, this is supplied by the PM Company’s authorised financial institution.
      2. Ailo is not managing the Trust Account. It is providing the software functionality (via the Ailo Platform) to:
        1. report payments made into and out of the Trust Account;
        2. provide statements detailing the payments made to or received from the Trust Account; and
        3. disburse payments to the Property Investor’s nominated Account and the PM Company’s nominated Account.
      3. You acknowledge that the disbursements to your and the PM Company’s nominated Accounts will be managed through Ailo Pay by way of a standing authority to direct debit the PM Company’s Trust Account and the disbursements made will be based upon the completed and reconciled Trust Account, as entered by the PM Company into the Ailo Platform.
      4. Ailo will not be responsible for any Trust Account payments made, reported upon or detailed in a statement as a result of payment or payer details incorrectly loaded, not loaded or loaded late into the Ailo Platform. This is the responsibility of the PM Company.
      5. All transactions, including deposits, made in relation to the Trust Account are the responsibility of you and the PM Company.
    3. Accessing other services through the Ailo Platform
      1. The Ailo Platform may facilitate Service Providers making offers to you from time to time, and allows Service Providers and you to communicate with each other while those services are fulfilled. You are under no obligation to accept the offers of these Service Providers and any relationship you do enter into, is between you and the Service Provider. If you subscribe to a service offering provided by a Service Provider, you acknowledge that you have formed a commercial agreement with the Service Provider and not directly with Ailo; regardless of any independent commercial arrangement Ailo may have with that Service Provider.
      2. As set out in the Privacy Policy, no Personal Information is shared with a Service Provider unless and until you agree and consent to that sharing.
      3. Ailo is not liable for any Service supplied by a Service Provider.
      4. When you make payments within the Ailo Platform, for using a Service Provider, the Service Provider may charge you fees. Ailo accepts no responsibility for these fees.
  4. Privacy and Information Usage
    1. How will information on the Ailo Platform be accessed and used?
      1. The information you create and share on the Ailo Platform may be accessed by other users of the Ailo Platform where relevant to the context of the service being provided. Some examples are set out in the clauses below.
        1. If you are a Property Investor (or a Delegate of a Property Investor), the information you create and share may be accessed by your PM Company and your Renters and Service Providers as you interact with those persons in the course of managing your property.
        2. If you are a Renter, the information you create and share may be accessed by your PM Company and Property Investor, and Service Providers engaged by your PM Company or Property Investor, as you interact with those persons in relation to your lease.
        3. If you are a Property Owner (or a Delegate of a Property Owner), the information you create and share may be accessed by your PM Company and Service Providers as you interact with those persons in the course of managing your property.
        4. If you are a Service Provider (or a Delegate of a Service Provider), the information you create and share may be accessible by PM Companies, Property Investors and Renters, as you interact with those persons in providing repair and maintenance services.
      2. Whether you are a Property Investor, Renter, Property Owner, Service Provider or Delegate, the information you create and share in relation to a property (for example information regarding repair and rental history, and photographs and other details of the property) will remain on the property profile, where it may be accessed by the property's future PM Companies, Renters, Service Providers, Property Investors and Property Owners.
      3. Information on the Ailo Platform may be accessed and viewed by Ailo and its employees, to the extent required to provide services as contemplated by these Terms. To the extent permitted by Law, you consent to the use of such information:
        1. for any purpose contemplated by these Terms and/or our Privacy Policy;
        2. to allow Service Providers to make anonymised offers to you via the Ailo Platform in such as a way as a Service Provider will not have any access to Your Data, unless you subsequently enter into an agreement with that Service Provider; and
        3. to create derivative, aggregated and anonymised works (for example, data insights and reports) and make such works available to you and other Ailo Platform users.
      4. By sharing, creating, posting, uploading or otherwise allowing access to information, you represent and warrant that you are legally entitled to distribute such information to us and other persons as contemplated by these Terms and you grant us a royalty-free, perpetual, irrevocable, sub-licensable right to use such information in the ways described in these Terms.
      5. Notwithstanding anything in these Terms and/or our Privacy Policy, Ailo will not sell or give away Your Data. Ailo will allow access to, and use, Your Data in ways contemplated by these Terms and as otherwise required by Law.
      6. We have the right (but not the obligation) to remove any information that we reasonably consider violates these Terms or any applicable Law, without notice.
    2. Use of Personal Information
      1. We will handle all Uploaded Personal Information in accordance with the Privacy Policy.
      2. Where you upload Personal Information to the Ailo Platform, you consent to the collection, use, storage and disclosure of that information as described in these Terms, the Privacy Policy and any other policy posted on the Ailo Platform. Uploaded Personal Information will be used to the extent required to provide our products and services as described in these Terms and on the Ailo Platform.
      3. We will not disclose any Uploaded Personal Information to third parties except to the extent required to provide our products and services as described in these Terms (for example, to service providers who are contracted by us to support our functions, and as described in clause 4.3).
    3. Privacy collection notice
      1. Ailo Pty Ltd (ACN 603 174 714) and its related bodies corporate, including Ailo Pay Pty Ltd (ACN 621 914 163) are collecting your Uploaded Personal Information through your, and your Delegates’, use of and access to the Ailo Platform. Ailo can be contacted through the Privacy Officer at Ailo Pty Ltd, 5/9 Barrack Street, Sydney NSW 2000, Australia, and by email: privacy@ailo.io, where you can also seek access to and correct your information.
      2. We collect and use your Uploaded Personal Information to verify who you are and make the Ailo Platform available to you, to respond to your enquiries, to receive your feedback, to ensure we can contact you regarding the Ailo Platform, for our business operations and to comply with the Law.
      3. These terms and our Privacy Policy explain how we usually collect, use and disclose your Personal Information.
      4. If you have a complaint, you can contact us using the contact information at clause 4.3(a) and we will deal with the complaint in accordance with our Complaints Handling Procedure.
      5. The Personal Information is usually disclosed to those organisations as detailed in clause 4. To operate our business, from time to time, we may disclose information to third party IT service providers located overseas.
  5. Security and Access
    1. Security program. Ailo has invested in technical, physical and administrative safeguards to ensure data and the platform is safe and secure. Ailo also maintains a comprehensive compliance program that includes independent third-party audits and certifications. No system is completely secure however, and we cannot guarantee absolute security. You acknowledge that you have an important part to play in keeping your login details secure, not sharing your credentials, ensuring security features such as multi-factor authentication is set up and by ensuring you have a strong password and physical security practices.
    2. Security of access credentials
      1. In order to login to the Ailo Platform, you will be provided with account access credentials. You are responsible for keeping these access credentials secure. You must immediately notify us, by messaging us via the 'Support' functionality on the Ailo Platform 'Help' page, of any suspected or actual unauthorised use of your access credentials (including if you believe someone has or may have scheduled payments without your permission or if you believe your access credentials have been compromised).
      2. You must not permit any third party to use your access credentials to log in to the Ailo Platform. To avoid any doubt, this does not prevent you from allowing your Delegates to use the Ailo Platform on your behalf (but such Delegates must use their own access credentials).
      3. We and our Related Bodies Corporate, contractors, suppliers and licensors will not be liable in relation to:
        1. any acts or omissions made by or on behalf of you; or
        2. any unauthorised use of your account, including in respect of any resulting damages of any kind.
      4. We will use reasonable endeavours to implement industry standard safeguards with respect to the Ailo Platform, however security is a joint responsibility and you are solely responsible for:
        1. maintaining the security of your ICT environment and your access credentials; and
        2. all activities that occur under your account (whether or not authorised by you).
    3. Conditions of access. You agree:
      1. To use the Ailo Platform in a manner that complies with all applicable Laws and is courteous to other users at all times;
      2. Not to copy, modify, merge, alter, adapt, translate, de-compile, disassemble or reverse-engineer any aspect of the Ailo Platform or to otherwise attempt to derive the source code relating to any aspect of the Ailo Platform, or to merge any software or any part of any software with any aspect of the Ailo Platform unless expressly permitted by these Terms or with our prior written consent;
      3. Not to interfere in any manner with the Ailo Platform or its source code or any work product of the Ailo Platform (except as permitted by these Terms);
      4. Not in any circumstances to sell or licence, offer for sale or licence, dispose of, pledge, encumber, underlet, lend or part with possession of its access credentials to the Ailo Platform, nor to allow any person to use or have the benefit of the Ailo Platform or any part or parts of the software, other than as permitted by these Terms;
      5. Not to remove, modify or obscure any copyright, trade mark, service mark, tagline or other notices that appear during use of the Ailo Platform;
      6. Not to use any data mining, gathering or extraction tools (excluding tools we provide for your use); and
      7. Not to access or use the Ailo Platform, or post, provide or transmit data in any way that:
        1. violates or infringes the rights of others including, without limitation, Intellectual Property Rights;
        2. is unlawful, offensive, indecent, objectionable, harassing, threatening, abusive, defamatory, fraudulent, tortious, or invasive of another's privacy;
        3. impersonates any person, business or entity, including us or our affiliates, employees and agents;
        4. misrepresents your authority to act (including, without limitation, in relation to making or receiving payments using Ailo Pay);
        5. includes personal or identifying information about another person without that person's consent to the use and handling of that person's information as contemplated by these Terms and as set out in the Ailo Platform's Privacy Policy and any other policy posted on Ailo’s website;
        6. is false, misleading, or deceptive;
        7. violates these Terms or any policy posted on Ailo;
        8. contains viruses or any other computer code, files or programs that interrupt, destroy or limit the functionality of any computer software or hardware or telecommunications equipment, or otherwise permit the unauthorised use of a computer or computer network;
        9. interferes with the use of the Ailo Platform by other users (or potential users) of the Ailo Platform;
        10. could damage, disable or impair the servers or networks used by the Ailo Platform or its users; or
        11. advertises products or service.
    4. Use of Delegates
      1. You may interact with the Ailo Platform through one or more Delegates.
      2. You agree that:
        1. all of your Delegates have been properly authorised by you to access or use the Ailo Platform on your behalf;
        2. all of your Delegates comply with these Terms and all policies on the Ailo Platform; and
        3. you are fully responsible for any access or use of the Ailo Platform by your Delegates (with any acts or omissions of your Delegates being deemed to be the acts or omissions of you).
    5. Licence to use and access the Ailo Platform
      1. Provided you have paid any Fees that are due, we grant you, for the Term, a non-exclusive, non-transferable, non-sub-licensable licence to use and access (and permit your Delegates to use and access on your behalf) the Ailo Platform (in relation to the particular products and services that you have subscribed to) in accordance with these Terms and solely for the Permitted Purposes. If you wish to use the Ailo Platform for any purpose other than a Permitted Purpose, you will seek our prior written consent. If such consent is granted, you may be required to enter into a separate agreement with us.
      2. All other use, reproduction or redistribution of the Ailo Platform or any part of it is prohibited (except to the extent permitted by Law) and may result in civil and criminal penalties.
  6. Disclaimers and Liability
    1. Warranties and disclaimers
      1. To the maximum extent permitted by Law, including the Australian Consumer Law, the Ailo Platform is made available "as is" and we make no warranties or representations about the Ailo Platform other than set out in these Terms and the Privacy Policy. All implied terms, conditions, warranties and any other additional obligations are excluded from these Terms, to the maximum extent permitted by Law.
      2. We will use commercially reasonable efforts to make the Ailo Platform available, subject to the need to conduct scheduled and emergency maintenance from time to time.
    2. Indemnity and liability
      1. You will defend, indemnify and hold us (and our Related Bodies Corporate) harmless from and against any and all claims, suits, losses, damages, liabilities, costs and expenses brought by third parties resulting from or relating to:
        1. your breach of these Terms or any representation or warranty given to us (including through your Delegate);
        2. any claim that the Your Data, as provided by or on behalf of you, infringes or misappropriates the rights (including Intellectual Property Rights) of any third party; or
        3. any claim brought by a third party resulting from or relating to your use of the Ailo Platform for the purposes contemplated by clause 3.1.
      2. To the maximum extent permitted by Law, including the Australian Consumer Law:
        1. The Ailo Platform is made available “as is” and we make no warranties or representations about the Ailo Platform, including but not limited to warranties or representations that it will be complete, accurate or up-to-date, that access will be uninterrupted or error-free or free from viruses, that data will be accessible or backed up, or that the Ailo Platform will be secure. All implied terms, conditions, warranties and any other additional obligations are excluded from these Terms to the maximum extent permitted by Law;
        2. we shall not be liable under any circumstance for any direct or indirect loss, damage or expense – irrespective of the manner in which it occurs – which may be suffered due to your use of the Ailo Platform (including your Delegates' use of the Ailo Platform), or as a result of the inaccessibility of the Ailo Platform and/or the fact that certain information or materials contained on it are incorrect, incomplete or not up-to-date; and
        3. our maximum liability arising out of or in connection with these Terms and the Ailo Platform, whether in contract, tort, breach of warranty or otherwise, will not exceed the Fees paid by the user in the 12 months preceding the event.
    3. Third party software and content
      1. Your use of the Ailo Platform may or may not require the installation of third party software or products (such as a web browser or a PDF reader). You agree that:
        1. this is entirely your responsibility; and
        2. we are not responsible in any way to make recommendations in that regard nor to supply or install such software or products.
      2. Third party content (including links to third party websites) may be accessible via the Ailo Platform as shared by users of the Ailo Platform. You acknowledge that we have no control over any such third party content, and are not responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with the use of or reliance on such third party applications and content.
  7. Resolving disputes
    1. We do not control users of the Ailo Platform and are not liable for their acts, omissions, opinions or behaviour (including any information, advice, defamatory statements or offensive conduct).
    2. Without limitation to clause 5, we do not control the interactions that may take place between users via the Ailo Platform. For example, we have no control over any dealings between PM Companies, Property Investors, Renters, Property Owners and Service Providers.
    3. We reserve the right, but have no obligation, to become involved in or monitor disputes between you and other users of the Ailo Platform.
  8. Ending this Agreement
    1. These Terms commence when you first use or access the Ailo Platform and continue in full force and effect until:
      1. you terminate your access to the Ailo Platform by informing Ailo in writing via the 'Support' functionality on the Ailo Platform 'Help' page; or
      2. we terminate your access to the Ailo Platform in accordance with this clause 8(b), (Term).
    2. We may, and reserve the right to, restrict, suspend or terminate, without notice, your access to the Ailo Platform at any time where we determine, in our sole discretion, that this is necessary for purposes related to the efficient, proper and lawful operation of the Ailo Platform. We will not be responsible for any loss, cost, damage or liability that may arise as a result.
    3. Upon termination, you must cease all use of the Ailo Platform.
    4. Termination or expiry of these Terms does not relieve the parties of any accrued rights or liabilities, including with respect to outstanding or accrued Fees.
    5. To the full extent permitted by Law, we will not be responsible for any loss, cost, damage or liability that may arise from us exercising our rights under this clause 8(b).
  9. General Provisions
    1. GST
      1. To the extent that any supply by us to you under or in connection with these Terms constitutes a taxable supply, any consideration payable by you to us will be increased by the applicable amount of GST (GST Amount), which shall be calculated by multiplying the amount upon which GST is payable by the prevailing rate of GST. This clause does not apply to the extent that the consideration for the supply is expressly stated to be GST inclusive.
      2. We must provide to you, if requested, a valid tax invoice at or prior to the time of payment of any GST Amount.
      3. To the extent that any adjustment occurs in relation to a taxable supply, we must issue an adjustment note to you within 28 days of becoming aware of the adjustment and any payment necessary to give effect to such adjustment must be made within seven days after the date of receipt of the adjustment note.
    2. Survival of provisions. On termination or expiry of these Terms, rights and obligations which are intended to survive, or by their nature survive, termination will continue in full force and effect notwithstanding such termination or expiry.
    3. Severability. Any provision of these Terms that is prohibited or unenforceable in any jurisdiction is ineffective as to that jurisdiction to the extent of the prohibition or unenforceability. That does not invalidate the remaining provisions of these Terms nor affect the validity or enforceability of that provision in any other jurisdiction.
    4. No waiver. A failure to exercise or a delay in exercising any right, power or remedy under these Terms does not operate as a waiver. A single or partial exercise or waiver of the exercise of any right, power or remedy does not preclude any other or further exercise of that or any other right, power or remedy. A waiver is not valid or binding on the party granting that waiver unless made in writing.
    5. Entire agreement. These Terms contain the entire agreement between the parties with respect to its subject matter. It sets out the only conduct, representations, warranties, covenants, conditions, agreements or understandings (collectively Conduct) relied on by the parties and supersedes all earlier Conduct by or between the parties in connection with its subject matter. Neither party has relied on or is relying on any other Conduct in entering into these Terms and completing the transactions contemplated by it.
    6. Jurisdiction and governing law. These Terms and your use of the Ailo Platform is governed by the laws of New South Wales, Australia and you submit to the non-exclusive jurisdiction of the courts exercising jurisdiction there.
  10. Using Ailo Pay
    1. Ailo Pay
      1. The Ailo Platform provides Ailo Pay through Ailo Pay Pty Ltd (ACN 621 914 163) and its Payment Facilities Providers.
      2. Ailo Pay is provided to assist you to manage the process of:
        1. paying rent and bills
        2. receiving payment for rent and bills.
    2. Using Ailo Pay
      1. When you use Ailo Pay, you will be required to provide Ailo with information such as your contact and payment details and (if you are a business) information about your business. You must ensure that any information you provide to Ailo is accurate and current.
      2. If you are a Property Investor, by using Ailo Pay, you authorise disbursement of funds from your Wallet to the Wallet of your PM Company, to account for the property management fees you owe to your PM Company (as set out in your management agreement with your PM Company).
      3. You acknowledge that in providing Ailo Pay, we provide a means for Payers to make payments directly to Payees, but do not:
        1. collect any amounts (for example, rent payments) on behalf of Payees;
        2. act as the PM Company of any Payer or Payee; or
        3. have any responsibility or liability for the goods or services to which such payments relate, or any other matter relating to any arrangement between a Payer and a Payee.
      4. If you are using Ailo Pay in a Payer capacity, we will facilitate the process of you debiting your Account and crediting your nominated Payee's Wallet.
      5. If you are using Ailo Pay in a Payee capacity, we will facilitate the process of debiting the relevant Payer's Wallet and you crediting your Account.
    3. Payment Options
      1. The payment types supported by Ailo Pay are as follows:
        1. credit and debit card (Visa and Mastercard and other card types as introduced by Ailo from time to time);
        2. bank account;
        3. Third Party Payments.
      2. When paying by card, some cards carry more than one payment system function. These can be identified because they have either a Visa or Mastercard logo on the front of the card and an Eftpos logo on the back of the card. Ailo has the right to choose which payment system processes the transaction from those cards as both functions point to the same card account.
      3. All transactions will be processed in Australian dollars.
      4. The payment option you select may incur a fee which will be evident at the time of the transaction. Details of these fees are published within the Ailo Platform and at ailo.io/about/our-fees.
    4. Processing and settlement times. As a result of how the banking and payments systems operate in Australia and depending on the Account you have and the payment type you have selected, a payment could take up to three Business Days to be cleared through the banking system and be made available for disbursement to a Payee's Account. Payments initiated on days that are not Business Days (for example, weekends or public holidays) will be processed on the next Business Day.
    5. Dishonoured or declined payments
      1. From time to time, payments may be declined or dishonoured by the Payer's financial institution. We will notify both the Payer and the Payee of such declines or dishonours. We will not charge for any declines or dishonours.
      2. If a declined or dishonoured payment has been notified to us after it has been credited to the Payee's Account, we will notify the Payee of the dishonour and reverse the payment within seven Business Days.
      3. We are not responsible and have no liability (to either the Payer or the Payee or any other person) for any declined or dishonoured payments.
    6. Voided, stopped, deferred, deleted, reversed, refunded and adjusted payments
      1. Credit and debit card payments cannot be stopped or voided once processed.
      2. Bank account and Third Party Payments cannot be stopped or voided once processed.
      3. Any scheduled payments can be voided, stopped, deleted or deferred before processing by accessing the Ailo Platform.
      4. Invalid transactions, payments made in error or payments later dishonoured may require adjustment. In this case you will be notified through the Ailo Platform and either a credit or debit initiated with seven days notice.
      5. Payments made into your Wallet can be refunded back to your Account if any outstanding liabilities owed by you have been cleared.
      6. Once a payment has been disbursed from a Payer Wallet to a Payee Wallet, it cannot be refunded by us unless the transaction was Invalid. If you require a refund after a disbursement, and the transaction was not Invalid, you must contact Ailo via the 'Support' functionality on the Ailo Platform 'Help' page to manage the process on your behalf.
    7. Invalid transactions. A transaction is Invalid if:
      1. It is illegal.
      2. The payment was made due to an error or an omission.
      3. The Account details that were used are not valid at the time of the transaction.
      4. The Account was used without the authority of the Account owner.
      5. The approval supplied as part of the Ailo Pay sign up process was forged or unauthorised.
      6. The data supplied as part of the Ailo Pay sign up process was incomplete, inaccurate or illegible.
    8. Disputes and chargebacks
      1. You acknowledge that we are not responsible for ensuring that payments made using Ailo Pay are actually owed to the Payee. For example, we are not responsible for ensuring that the Payee has actually provided the relevant goods and services, or that rent payments are in the correct amounts.
      2. You acknowledge that you are responsible for accurately inputting information when scheduling a payment and reviewing and confirming the accuracy of such information before processing the payment. We are not liable to you in relation to any errors you make while inputting or reviewing this information.
      3. If a Payer disputes that a Payee is entitled to funds, for example because the Payee has:
        1. not supplied the goods and services as agreed;
        2. supplied goods and services that were faulty or of poor quality;
        3. charged for goods and services that were not authorised; or
        4. the transaction was Invalid, the process described in subclauses 10.8(v) to (ix) below applies.
        5. We will request that the Payee provides proof of the supply of the relevant goods or services and authorisation.
        6. The Payee must supply such proof within two Business Days. This proof may include, but is not limited to, the following:
          1. an approved quote (in the case of a repair or maintenance);
          2. proof of repairs undertaken (including but not limited to photos);
          3. signed contracts, management agreements or lease/rental agreements; and
          4. proof of relevant notification of a rent increase.
        7. We will supply the evidence provided by the Payee to the relevant Payment Facilities Provider.
        8. If the proof of supply and authorisation is not accepted by the Payment Facilities Provider:
        9. we will notify the Payee of the failed dispute, and direct debit the payment from the Payee's Account within five Business Days; and
        10. the Payee will need to recover the payment from the Payer via other means.
        11. If the Payment Facilities Provider informs us that it has accepted the proof of supply and authorisation, we will allow the payment to stand.
      4. To avoid any doubt, we have no control over, and are not responsible for, any decision or other action of the Payment Facilities Provider.
      5. Disputes can occur up to seven years from the date of supply. If you are a Payee, you must keep a record of both proof and authorisation of supply for seven years from the date of supply.
      6. If you are a Payee and we determine that Payers are regularly disputing that you are entitled to funds, we may (in our sole discretion):
        1. require you to rectify the issues causing these disputes; and/or
        2. terminate or suspend your access to Ailo Pay.
    9. Supply of goods and services
      1. You acknowledge that the Ailo Platform, through Ailo Pay, facilitates payments from Payers to Payees pursuant to the relevant Payer's authorisation only. We do not guarantee that:
        1. the Payer will pay; or
        2. the Payee will supply the relevant goods or services.
      2. We have no responsibility to you for any matter between you and a Payee or Payer.
      3. We electronically capture Payees' and Payers’ details.
      4. We do not guarantee:
        1. a Payer's or Payee's identity;
        2. that a Payer will pay or is authorised to pay;
        3. that a Payer will not attempt to or commit fraud against a Payee; or
        4. that a Payee will not attempt to or commit fraud against a Payer. You are responsible for assessing whether additional verification and authorisation steps are required to meet your commercial, legal or regulatory requirements relating to payment or supply.
    10. Ailo Pay drawings
      1. Payments, Fees, charges, adjustments and Invalid payments will be debited from your Account through the Ailo Platform.
      2. Credit and debit card payments will be processed via merchant facilities supplied by our Payments Facilities Provider. The merchant facilities will be owned and operated by Ailo Pay Pty Ltd.
      3. Bank account direct debit payments will be processed via the Bulk Electronic Clearing System (BECs) by our Payment Facilities Provider. You request and authorise Ailo Pay Pty Ltd to direct debit your bank account using:
        1. direct debit user ID 543950 (supplied by Zepto Payments Pty Ltd);
        2. direct debit user ID 612152 (supplied by Australian Settlements Ltd);
        3. direct debit user ID 502574 (supplied by Fat Zebra Pty Ltd); and
        4. direct debit user ID 488299 (supplied by GoCardless Ltd).
      4. Drawings under Ailo Pay will occur:
        1. when you specifically authorise us to debit your Account;
        2. when a payment that has been credited to your Account is subsequently dishonoured, charged back or deemed to be Invalid or unauthorised; or
        3. when you owe us fees or charges.
      5. If a drawing falls on a day that is not a Business Day, it will be debited from your Account on the next Business Day.
    11. Your payment obligations
    12. It is your responsibility to ensure that:
      1. your Account can accept these payments (your card issuer or financial institution can confirm this);
      2. on the drawing date, there are sufficient cleared funds in the Account;
      3. you advise us if the Account is transferred or closed; and
      4. you advise us of any new expiry date (in the case of a credit or debit card).
    13. If your drawing is dishonoured by your card issuer or financial institution then:
    14. you may be charged a fee and/or interest by your card issuer or financial institution; and
    15. we will contact you informing you of the decline.
    16. Payment Enquiries
      1. For payment or drawings specific enquiries you may:
        1. review your payment details and any payment transactions via the Ailo Platform;
        2. visit the 'Help' section of the Ailo Platform; or
        3. contact Ailo via the 'Support' functionality on the Ailo Platform 'Help' page. All enquiry communications should include your:
          1. business name and corporate entity name (if you are a business);
          2. contact details (including your name, mobile and the email you use to log in to the Ailo Platform); and
          3. detailed description of the reason for the enquiry. 

Defined Terms

Account means a credit and debit card (Visa and Mastercard supplied by the card issuer) or bank account (supplied by a financial institution), as nominated by a Payee or Payer when signing up to Ailo Pay.
Ailo Platform (available via the web or a mobile application) includes all products and services accessible via the platform (including Ailo Pay), and all the Ailo Platform Content.
Ailo Platform Content means the Intellectual Property Rights in the Ailo Platform or otherwise made available to you through your use of or access to the Ailo Platform (including data, text, graphics, logos and software, and any compilations of such materials). The Ailo Platform Content does not include Our Data or Your Data.
Ailo Pay means the Ailo Pay service provided through the Ailo Platform (including through our Payment Facilities Providers) and used by you to make payments to a Payee or collect payments from a Payer.
Business Day means a weekday on which trading banks are open for the transaction of banking business in Sydney, Australia.
Delegate means a person who (although using his or her own personal access credentials) interacts with the Ailo Platform on behalf of, and as agent for, a Property Investor, Renter, Property Owner or Service Provider. For example:
  1. an employee, contractor or other representative of a Service Provider who uses the Ailo Platform on behalf of the Service Provider; and
  2. a spouse, family member or agent (for example, an accountant, lawyer or conveyancer) of a Property Investor who uses the Ailo Platform on behalf of the Property Investor.
Direct Debit means that process initiated using the Ailo Platform to direct debit funds from your Account.
Estate Agents Act means the relevant state legislation governing real estate agents, from time to time.
FSG means the Financial Services Guide combined with the PDS.
Intellectual Property Rights means all industrial and intellectual property rights of any kind including but not limited to copyright (including rights in computer software), trade mark, service mark, design, patent, trade secret, semiconductor or circuit layout rights, trade, business, domain or company names, moral rights, rights in confidential information, know how or other proprietary rights (whether or not any of these are registered and including any application, or right to apply, for registration) and all rights or forms of protection of a similar nature or having equivalent or similar effect to any of these which subsist or may hereafter subsist anywhere in the world.
Laws means any applicable law, statute, regulation, by-law, ordinance or subordinate legislation in force from time to time, whether made by a State, Federal, or a local government, and includes common law and the principles of equity as applicable from time to time, and any applicable legally binding industry codes of conduct.
Our Data means any new data created by us (including by conducting analytics on or aggregating or collating Your Data and other information).
Payee means an entity that has an agreement with us to use Ailo Pay to receive payments (for example, rent or payments for other property-related goods or services) from a Payer.
Payer means an entity that has an agreement with us to use Ailo Pay to make payments (for example, rent or payments for other property-related goods or services) to a Payee.
Payment Facilities Providers means organisations, including banks, that supply underlying payments facilities to us to allow us to provide Ailo Pay.
Permitted Purposes means:
  1. where you are a Property Investor, legitimate purposes related to the management of your properties (for example, managing your relationships with PM Companies, Renters and Service Providers);
  2. where you are a Renter, legitimate purposes related to your lease (for example, managing your relationships with PM Companies, Property Investors and Service Providers);
  3. where you are a Property Owner, legitimate purposes related to the management of your properties (for example, managing your relationships with PM Companies and Service Providers); and as applicable, but excludes seeking to commercialise the Ailo Platform or Our Data, or distributing them or otherwise making them available, other than in accordance with these Terms.
Personal Information has the meaning given to that term in the Privacy Act 1988 (Cth)
PDS means the Product Disclosure Statement combined with the FSG. 
PM Company means a legal entity (whether an individual sole trader, a partnership or a body corporate) that is the owner or operator of a real estate business.
Privacy Act means the Privacy Act 1988 (Cth).
Privacy Policy means the privacy policy available at ailo.io/privacy.
Property Investor means an entity that owns a property and is engaged in renting that property.
Property Owner means an entity that owns a property and lives in it.
Related Body Corporate has the meaning given to that term in the Corporations Act 2001 (Cth).
Renter means an entity that rents a property from a Property Investor.
Service Provider means an individual or legal entity that provides services to Property Investors, Property Owners, Renters or PM Companies.
Terms means these Ailo Platform Terms for Property Investors, Renters and Service Providers.
Third Party includes Centrelink (Centrepay) and a Bank (Branch, BPay, Internet Banking, Electronic Funds Transfer, Osko).
Third Party Payments means those payments made by a Payer to a Payee via the Ailo Platform, utilising Third Parties.
Trust Account means that bank account supplied by an authorised financial institution to the PM Company that is regulated under the Estate Agents Act relevant to their state of operation.
Uploaded Personal Information means any Personal Information uploaded or made available by you through your use of the Ailo Platform.
Wallet means the software-based service provided within the Ailo Platform allowing storage and management of information and various payment methods for the purpose of facilitating use of the Ailo Platform and electronic payments, including Payee and Payer transactions.
Your Data means any data:
  1. shared, uploaded or created by you (including through a Delegate) when interacting with the Ailo Platform; or
  2. otherwise made available to us in connection with your use of the Ailo Platform.