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Draft pending legal review. This document is the working draft of the Ella Works Privacy Policy. It is published in good faith for transparency and will be reviewed by an Australian-qualified lawyer before any tenant signs up at scale.

Acceptable Use Policy

Last updated: 8 June 2026.

This Acceptable Use Policy ("AUP") sets out what you may and may not do when using Ella Works, the multi-tenant construction SaaS platform operated by Robertson Carpentry Services Pty Ltd, trading as Ella Construction Group ("we", "us", "Ella Works"). It supplements our Terms of Service and Privacy Policy. By using the platform you agree to use it lawfully, in good faith, and in line with this policy.

Who this applies to

This policy applies to everyone who uses Ella Works — account owners, invited team members, trade and supplier users, and anyone acting under your tenant. You remain responsible for what people do under your account.

What you must not do

You must not use Ella Works to:

  • Send unsolicited marketing, spam, or bulk messages that breach the Spam Act 2003 (Cth) or the Do Not Call Register Act 2006 (Cth).
  • Host, transmit, or generate unlawful, defamatory, harassing, deceptive, or infringing content.
  • Impersonate another business or person, or misrepresent your association with anyone.
  • Attempt to circumvent rate limits, tenant-isolation boundaries, authentication, or any other security control.
  • Probe, scan, or test the vulnerability of the platform without our prior written consent, or breach any security or authentication measure.
  • Reverse-engineer, decompile, or attempt to extract source code, except to the extent this restriction is prohibited by law.
  • Resell, sublicense, or provide access to the platform to a third party without a written reseller agreement.
  • Upload malware or use the platform to distribute malicious code.
  • Place an unreasonable load on our infrastructure or degrade the service for other tenants.

Hey Ella and the voice receptionist

Hey Ella is an AI tool, not a human receptionist and not a regulated telephony service. When you use the voice receptionist you must not:

  • Configure it to give regulated advice (for example medical, legal, or financial triage) that it is not suited to provide.
  • Use it to make or receive calls for any unlawful purpose, or in breach of telecommunications or privacy law.
  • Disable the recording disclosure shown to callers, or use recordings in breach of the listening- and recording-device laws of the relevant state or territory.

You are responsible for reviewing your call log and following up on leads in the time-frame your customers expect.

Fair use and rate limits

Plan quotas (for example the Free tier's monthly call cap) and platform rate limits exist to keep the service fast and fair for every tenant. Deliberately working around them is a breach of this policy.

Your data and your customers' data

You must have the right to collect and process any personal information you put into Ella Works, including information Hey Ella captures from your callers. Handle it in line with the Australian Privacy Principles and our Privacy Policy.

Enforcement

If you breach this policy we may — depending on how serious it is — warn you, throttle or suspend a feature, remove offending content, or suspend or terminate your account. Where we can, we will tell you why and give you a chance to fix the problem first; but we may act immediately where there is a risk to other tenants, to the platform, or to the public.

Reporting abuse

If you see something on Ella Works that breaches this policy, email matt@ellaworks.com.au or call (08) 7228 6801. We take reports seriously and aim to respond within 5 business days.