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

Terms of Service

Last updated: 8 June 2026.

These Terms of Service ("Terms") govern your use of Ella Works, a multi-tenant construction SaaS platform operated by Robertson Carpentry Services Pty Ltd, trading as Ella Construction Group ("we", "us", "Ella Works"). By creating an account or using the service, you agree to these Terms.

About Ella Works

Ella Works is a software platform for trade and construction businesses. It includes a voice receptionist feature ("Hey Ella"), a quote builder, an invoicing surface, a customer portal, a trade portal, and an optional marketplace of plug-in extensions. Different surfaces of the platform are made available under different plans.

We are an Australian business. Our servers and data are hosted in Australia. Support is provided in Australian business hours from Adelaide, South Australia.

Account & access

You must be at least 18 years old and have the authority to enter into a contract on behalf of your business to create an account. You are responsible for keeping your login credentials secure and for all activity under your account.

You can invite team members and assign them roles. You remain responsible for what your team members do under your tenant.

If you suspect unauthorised access to your account, contact us immediately.

Acceptable use

You agree to use Ella Works lawfully and in good faith. You must not:

  • Use the platform to send unsolicited marketing or spam.
  • Attempt to circumvent rate limits, isolation boundaries, or security controls.
  • Reverse-engineer the platform or attempt to extract source code.
  • Resell access to the platform without a written reseller agreement.
  • Use the platform to host or transmit unlawful, defamatory, or infringing content.

We may suspend or terminate your account if you breach these conditions.

Plugins + Marketplace

Some functionality is delivered as plug-in extensions installable from the Marketplace. Plugins may be authored by Ella Works or by third parties. Third-party plugins are governed by their author's terms; we do not warrant third-party plugin behaviour. The Marketplace listing identifies the plugin author and discloses the data the plugin accesses before you install it.

You can uninstall any plugin at any time from your tenant settings.

Voice receptionist (Hey Ella)

The Hey Ella voice receptionist takes inbound phone calls on a tenant-specific phone number, holds an Australian-accented voice conversation, and writes a structured lead into your dashboard. Hey Ella uses third-party services (Twilio for telephony, OpenAI for the conversation model) under our managed accounts; transcripts and audio are stored against your tenant only and are never used to train third-party models.

Hey Ella is an AI tool, not a human receptionist. It does its best to capture the lead and route calls, but it can mis-hear, mis-categorise, or fail to transfer. You agree to review the call log regularly and to follow up on leads in the time-frame your customers expect. We make no guarantee that every call will be handled perfectly.

For the avoidance of doubt: Hey Ella is a feature, not a regulated telephony service. If you require a regulated answering service (e.g. for medical or legal triage), do not rely on Hey Ella alone.

Billing + cancellation

Plans are billed in Australian dollars, in advance, on a monthly or annual basis depending on the plan you choose. The current pricing is shown at /pricing and is updated from time to time. We give you at least 30 days' notice of any price change that applies to your plan.

You can cancel at any time from your account settings. Cancellation takes effect at the end of the current billing period; we do not pro-rate refunds for unused time, but we do not lock you into multi-year contracts. There is no early-termination fee.

The Free tier remains free for the surfaces it covers; we do not auto-upgrade you to a paid plan without your explicit consent.

Data ownership

Your data is yours. We host it on your behalf. You can export your tenant data at any time from your account settings in a portable JSON format. On cancellation, your data is retained for 60 days during which you can re-activate; after 60 days it is permanently deleted from active systems (backups roll off within a further 90 days).

We do not sell your data. We do not share your data with advertisers. We use your data only to operate the service you have signed up for. Aggregate, fully de-identified usage statistics may be used to improve the platform.

Liability

To the extent permitted by Australian law, our total liability to you for any claim arising out of or relating to these Terms or your use of Ella Works is limited to the fees you paid us in the 12 months preceding the claim. We are not liable for indirect, incidental, consequential, or punitive damages, including lost profits or lost data.

Nothing in these Terms limits any rights you have under the Australian Consumer Law that cannot be excluded.

Disputes (SA jurisdiction)

These Terms are governed by the laws of South Australia. If a dispute arises, we agree to attempt good-faith negotiation before commencing any legal action. If negotiation fails, the courts of South Australia have exclusive jurisdiction.

If you are an Australian Consumer, this clause does not deprive you of any non-excludable rights, including the right to lodge a complaint with the appropriate consumer affairs office in your state or territory.

Questions about these Terms? Email matt@ellaworks.com.au or call (08) 7228 6801.