Effective: 11 October 2026 · Version: 2026-10-11.3
These terms are an agreement between you and Customer Experience Insight Pty Ltd (ABN 61 634 039 759) trading as WA AI Hub ("we", "us") for your use of Persona Journey (the "Service") at https://www.cxinsight.com.au. Our Privacy Policy, Refund Policy, Children's Policy and AI Disclaimer form part of these terms.
Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded, restricted or modified. Section 10 explains this in more detail.
1. Accepting these terms
1.1 You accept these terms by ticking the acceptance boxes and continuing in the Service. You and we agree that this electronic acceptance is binding under the Electronic Transactions Act 1999 (Cth) and the Electronic Transactions Act 2011 (WA), and equivalent laws elsewhere. We keep a record of the version you accepted and when.
1.2 Adults only. You must be at least 18 years old and able to enter into a binding contract. The Service is not for children. See our Children's Policy.
1.3 If you use the Service for an organisation, you confirm you are authorised to accept these terms for it. In that case "you" includes that organisation.
1.4 Consumers and businesses. A "consumer" is a person who buys the Service for personal, domestic or household use, as defined in the Australian Consumer Law. Some of these terms differ depending on whether you are a consumer. If you are a small business, the unfair contract terms rules in the Australian Consumer Law also protect you.
1.5 Where the Service is offered. The Service is offered to customers in Australia and prices are in Australian dollars. We do not market it elsewhere. If you use it from another country, you do so on these terms, and any consumer rights you have under the law of your home country that can't be excluded still apply (clause 15.1).
2. Your account
2.1 Keep your sign-in details secure, choose a strong password you don't use elsewhere, and give us accurate account information. Tell us promptly at privacy@wahub.ai if you think your account has been used without your permission.
2.2 You are responsible for activity on your account, except activity caused by our failure to take reasonable security measures.
2.3 One person per account. You must not share your account or let others use it.
3. The Service
3.1 The Service researches a product idea, then uses AI to generate a user persona, a customer journey, and optional images, narration and music. You can edit them yourself or ask the AI to rewrite a section, and save them in a library. You can group them under products and services and have the AI write requirement documents (such as a PRD, business, functional and non-functional requirements and service blueprints) from them, which it can update when the linked personas and journeys change. Requirement documents are drafts for you to check: they cite the evidence they were written from, and anything that evidence doesn't support is left as an open question, but you are responsible for reviewing them before you rely on them. If you choose, it also commits documents to your GitHub repository and analyses links between them and your code. With Build, you can ask the AI to propose changes to the code in a GitHub repository you connect; nothing is written to the repository until you review the proposed changes and apply them.
3.1A Code you apply is your responsibility. AI-proposed code can be wrong, insecure, incomplete or break your product, and Build does not run or test it. You decide which proposed changes to apply, and you should review and test them (for example, through your pull request's checks) before relying on them. Within the limits in section 10, we are not responsible for loss caused by code you choose to apply.
3.2 We use third-party AI, research, payment, authentication and infrastructure providers to deliver the Service. They are described by function and country in section 7 of the Privacy Policy. Your content is sent to these providers, including overseas, to generate your results. We take reasonable care in choosing them.
3.3 We aim to keep the Service available, but it may sometimes be unavailable for maintenance or because of provider outages. Features, providers and AI models may change as we improve the Service. We will not make changes that materially reduce what you have paid for during a paid period. If we do, clause 12.3 applies.
3.4 Support. Email privacy@wahub.ai. We aim to reply within 5 business days.
4. Credits, plans and billing
4.1 Generating content uses credits. The number of credits each action uses is shown on the pricing page. A free account receives a one-time allowance of credits when it is created; it does not refill. Each paid plan includes a credit allowance that refills to that amount every 30 days. Unused credits do not roll over, cannot be transferred and have no cash value.
4.2 If a generation, upload read or commit fails, or our automatic quality checks reject the result, you are not charged, or the credits are refunded to your balance. Some actions reserve credits while they run. If you think you were charged wrongly, email privacy@wahub.ai and a person will review it and correct any error. Credits are checked and deducted automatically (see section 9 of the Privacy Policy).
4.3 Paid plans: the key terms. These are shown before you pay and are repeated here:
(a) Price. The price and billing period (monthly or annual) of each plan are on the pricing page. Prices are in Australian dollars and include GST. There are no other fees.
(b) Automatic renewal. Paid plans are billed in advance and renew automatically at the end of each billing period, at the price then shown, until you cancel.
(c) How to cancel. You can cancel online, at any time, from "Manage" on the pricing page or in your billing settings. You don't need to contact us.
(d) What happens when you cancel. Cancellation stops the next renewal. Your plan and credits continue until the end of the period you have paid for, then your account returns to the Free plan.
4.4 Cancelling. See clause 4.3 and our Refund Policy. We do not charge a cancellation fee.
4.5 Refunds. Our Refund Policy sets out when we refund, including a 14-day refund on your first paid plan payment and your rights under the Australian Consumer Law. It does not limit those rights (see section 10).
4.6 Price changes. We will give you at least 30 days' notice before a price increase takes effect on your next renewal. You can cancel before then if you do not accept it.
4.7 Payments are handled by our payment processor. We do not see or store your card details. The processor runs automated fraud checks on payments.
4.8 Failed payments. If a payment fails, our payment processor retries it under its schedule. If the subscription is then cancelled or ends unpaid, your account returns to the Free plan automatically. Your credit balance is capped at the Free allowance and paid-only features, such as export, stop. We will not charge you for the Free plan, and you can resubscribe at any time.
4.9 Tax invoices. We are registered for GST. Your billing history shows an invoice or receipt for each payment. We give you a tax invoice for any payment on request at privacy@wahub.ai, and an adjustment note for any refund.
4.10 Billing errors. If we charge you the wrong amount, or charge you after a valid cancellation, we refund the error in full.
4.11 Teams. You can create a team and invite other people to it. A team's owners are responsible for the team: who is in it, what role each person has, and any Team plan. The Team plan is bought by an owner and includes a number of editor seats and a shared pool of credits for work done in the team. Extra editor seats are billed per seat, pro rata for part of a billing period. Owners can set how many of the shared credits each person may use each month, and whether people may use their own credits when the shared credits run out. The Service shows whose credits will be used before you generate. If a Team plan ends, the team becomes read-only until it is renewed or has no more editors than its seats.
4.12 Sovereign add-on. Sovereign is an optional add-on to a Pro or Team plan, at the price on the pricing page, billed with that plan and renewing with it. While it is active, text AI for that workspace runs only on an Australian-hosted service and writing actions use more credits (shown on the pricing page). Adding it part-way through a billing period is charged pro rata straight away; removing it takes effect at once, with no refund for the rest of the period (unless the Refund Policy or the Australian Consumer Law says otherwise). Web research, images, music, narration and payments are still handled overseas. If the Australian service is unavailable, those actions fail without charge until it is back; we do not send your content overseas instead. Moving your account to our Australian sign-in is optional; afterwards you sign in with a code we email you. The retention controls (automatic deletion, don't-save mode and delete everything) delete data permanently: download an export first if you want a copy.
4.13 Earlier plans. If you subscribed before 1 October 2026, you keep your plan's price and credits until 31 March 2027. We will email you at least 30 days before your plan changes, and you can cancel before then.
4.14 Build is charged by use. Build steps (a plan, and the code for it) are not a fixed price. Before a step runs we show the most it can cost. We reserve that amount, run the step, then charge the actual cost, never more than the amount shown, and return the rest straight away. A step that fails, is stopped, or produces nothing usable is not charged. The price depends on the model you choose, and the actual usage. Applying or undoing changes in your GitHub repository costs nothing. We will not move you to a more expensive model without telling you.
4.15 Top-up packs. Pro and Team accounts can buy packs of extra credits at the price shown. Packs are bound to the account (or team) that bought them and cannot be transferred. They are used after your monthly credits, from the pack that expires first, and expire 12 months after purchase (the date is shown). Cancelling a plan does not cancel a pack. You can ask for a refund of an unused pack within 14 days of buying it (Refund Policy). If we close your account at your request, we refund unused, unexpired packs pro rata on request.
5. Your content
5.1 You keep ownership of your content. This includes your idea descriptions, template answers, uploaded files, imported documents and the documents generated for you.
5.2 You grant us a non-exclusive, worldwide, royalty-free licence to host, copy, transmit and process your content, including disclosing it to our providers, only as needed to provide the Service to you and, for content you add to a team, to show it to the members of that team. This licence ends when we stop processing your content. We do not keep your uploaded files or the instructions you type to change a document after your request has been processed. Finished personas and journeys, with the idea description and template answers they came from, are saved to your library until you delete them or close your account (see the Privacy Policy).
5.3 Team content. Content you add to a team, by creating it while the team is selected or by sharing a copy with it, can be seen by everyone in that team, and copied by them into their own libraries. It stays with the team if you leave the team or close your account, and the team's admins and owners can delete it. Keep your own copy if you want one. Only add content to a team if you are allowed to share it with its members.
5.4 We do not use your content to train AI models, and we do not sell it. Some of the AI and research services we use may keep content they receive and use it to improve their own models under their terms; the Privacy Policy explains which.
5.5 You confirm that you have the right to submit your content and that doing so does not breach anyone's rights or any law.
5.6 You can edit, download (on paid plans) and delete your content at any time.
6. Personal and sensitive information in your content
6.1 The Service is designed for fictional personas. You must not submit:
(a) sensitive information (as defined in the Privacy Act 1988 (Cth)) or health information about any person;
(b) personal information about another identifiable person, unless you have their consent or other lawful authority to disclose it to us and our providers (including overseas) for this purpose;
(c) personal information held by a government agency, including a WA public entity under the Privacy and Responsible Information Sharing Act 2024 (WA), unless we have first signed a written agreement covering that information; or
(d) personal information about anyone under 18, other than as our Children's Policy allows.
6.2 De-identify interview notes, survey exports and research files before uploading them.
6.3 If you breach this section, you may be responsible under privacy laws, including the statutory tort for serious invasions of privacy in Schedule 2 of the Privacy Act 1988 (Cth).
7. Acceptable use
7.1 You must not use the Service to:
(a) break any law, including privacy, consumer-protection, anti-discrimination, spam and online-safety laws;
(b) generate content that is defamatory, harassing, hateful, or that promotes violence or self-harm;
(c) create, request or share any sexual, abusive or exploitative material involving a person under 18, including AI-generated or fictional material, or any other content prohibited by the Online Safety Act 2021 (Cth) or the criminal law. We report it to the eSafety Commissioner and law enforcement (see our Children's Policy);
(d) impersonate a real person, or present a generated persona as a real individual or as genuine survey or research data;
(e) infringe anyone's intellectual property or confidentiality;
(f) try to get around credits, rate limits or security controls, access other users' data, or interfere with the Service or our providers (including prompt-injection attacks against the Service);
(g) use automated means to access the Service other than through features we provide;
(h) resell or provide the Service to others without our written permission; or
(i) upload malware or anything that could damage the Service.
7.2 Decisions about real people. Personas are fictional. You must not use the Service's output as the basis for a solely automated decision, or a decision without meaningful human review, about a real individual's employment, credit, insurance, housing, education, health or access to essential services.
7.3 Disclosing AI content. You are responsible for any disclosure the law requires when you publish or share AI-generated text, images or audio, including where it must be labelled as AI-generated.
7.4 Reporting. To report content or a concern, email privacy@wahub.ai. A person reviews every report.
8. Third-party services
8.1 GitHub and any third-party sign-in service you choose to use are governed by their own terms. When you connect GitHub, you authorise us to access the repositories you select and to create the commits, branches and pull requests you request or approve (including, in Build, undoing changes you applied). Committed content becomes visible to anyone who can see that repository. You can disconnect at any time.
8.2 Research results may link to third-party websites. We are not responsible for their content.
9. Intellectual property
9.1 We and our licensors own the Service, its software, design and branding. We give you a personal, non-exclusive, non-transferable right to use the Service under these terms.
9.2 As between you and us, generated documents are yours (clause 5.1). Under Australian law, copyright may not exist in material generated without sufficient human authorship. We therefore do not promise that generated content is protected by copyright, is unique, or does not resemble content generated for others.
10. Consumer guarantees and our responsibility
10.1 Consumer guarantees. Our services come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). These include that services will be provided with due care and skill. For a major failure, you are entitled to cancel your service contract and get a refund for the unused portion, or compensation for its reduced value. You are also entitled to compensation for any other reasonably foreseeable loss or damage. If a failure does not amount to a major failure, you are entitled to have problems with the service fixed in a reasonable time. If this is not done, you are entitled to cancel your contract and get a refund for the unused portion.
10.2 AI output. AI-generated content can be inaccurate or incomplete. You are responsible for checking it before you rely on it (see the AI Disclaimer). This clause does not limit clause 10.1.
10.3 If you are not a consumer. Where the Service is not of a kind ordinarily acquired for personal, domestic or household use, and subject to clauses 10.1 and 10.5:
(a) our liability for failing to comply with a consumer guarantee is limited to supplying the services again or paying the cost of having them supplied again (section 64A of the Australian Consumer Law);
(b) neither party is liable to the other for loss of profits, revenue or data, or for indirect or consequential loss, arising from the Service; and
(c) each party's total liability to the other arising from the Service is limited to the greater of the fees you paid us in the 12 months before the claim and AUD $100.
10.4 If you are a consumer, we are responsible for loss or damage that is reasonably foreseeable from our failure to take reasonable care or to meet a consumer guarantee, and clause 10.3 does not apply to you. Each party's liability is reduced to the extent the other party (or its personnel) caused or contributed to the loss.
10.5 Clause 10.3 does not limit liability for fraud, wilful misconduct, personal injury or death, a party's breach of privacy law, or your breach of section 6 or 7.
11. Responsibility for your content
If you are not a consumer, you are responsible for, and will reimburse us for, reasonable losses and costs (including reasonable legal costs) we incur from a third-party claim or regulatory action caused by your breach of section 6 or 7. Your responsibility is reduced to the extent we caused or contributed to the loss. If you are a consumer, you remain responsible under the general law for loss you cause by breaching section 6 or 7.
12. Suspension and ending these terms
12.1 You can stop using the Service and close your account at any time, from your profile menu or by emailing privacy@wahub.ai.
12.2 We may suspend or close your account if you materially breach these terms, if we reasonably suspect fraud or misuse, or if the law requires it. A person makes that decision. It is not made solely by a computer program. Unless the breach is serious, the risk is urgent, or the law prevents us, we will first give you notice and a reasonable chance to fix the problem. We will give you reasons, and you can ask us to review the decision (clause 14.1). If we close your account other than for your serious breach, we will give you a reasonable opportunity to retrieve your documents and refund the unused portion of what you prepaid.
12.3 We may stop providing the Service by giving you at least 30 days' notice. If you have prepaid for a period, we will refund the unused portion.
12.4 On closure we delete your account data, including your own saved library, as described in the Privacy Policy. Items you added to a team stay with that team. If you are a team's only owner, ownership passes to its longest-serving admin (or, if there is none, editor). Viewers are never made owners automatically. If only viewers are left and the team has items, the team is kept read-only for 30 days, we email its members, and any of them can take it over; after that it and its library are deleted. If nobody else is in the team, or it has no items, it is deleted straight away. A Team plan you pay for stops renewing. Documents already committed to your GitHub repository, and drafts in your browser, stay under your control.
12.5 Clauses that by their nature should continue after these terms end (including 5, 6, 9, 10, 11 and 15) do.
13. Changes to these terms
13.1 We may update these terms to reflect changes in law, our providers or the Service. We will give you at least 30 days' notice of changes that are materially adverse to you. We will do this by email or in the Service, unless the change is required sooner by law.
13.2 We will ask you to accept updated terms in the Service. If you do not agree, you may stop using the Service and close your account. If you have prepaid for a period, we will refund the unused portion.
14. Complaints and disputes
14.1 Tell us about any problem at privacy@wahub.ai. We will acknowledge it within 5 business days and try to resolve it within 30 days. A person will review it.
14.2 If you are not a consumer, before starting court proceedings (other than for urgent relief), each party will try in good faith to resolve the dispute by negotiation for at least 20 business days.
14.3 If you are a consumer, you do not need to follow clause 14.2 and nothing in these terms stops you from going to a court or tribunal, or from contacting the ACCC, Consumer Protection in the Western Australian Department of Mines, Industry Regulation and Safety, your State or Territory consumer-protection agency, the OAIC, or the eSafety Commissioner.
15. General
15.1 Governing law. These terms are governed by the laws of Western Australia and the Commonwealth of Australia. Each party submits to the non-exclusive jurisdiction of the courts of Western Australia and courts that can hear appeals from them. If you are a consumer in another State, Territory or country, you keep the protection of the consumer laws that apply where you live, and nothing in this clause stops you from bringing proceedings in the courts of your home State or country if the law gives you that right.
15.2 Severance. If any part of these terms is invalid or unenforceable, it is read down or severed to the extent necessary. The rest continues to apply.
15.3 Assignment. We may transfer these terms to a successor to our business if your rights under them are not reduced. We will tell you if we do. You may not transfer your account without our written consent.
15.4 Notices. We send notices to your account email. You send notices to privacy@wahub.ai.
15.5 Events beyond our control. Neither party is liable for a delay or failure caused by an event beyond its reasonable control, such as a major provider outage, natural disaster or government action, if it takes reasonable steps to limit the effect. This does not excuse a payment, or any refund we owe.
15.6 No waiver. A delay in enforcing a right is not a waiver of it.
15.7 Entire agreement. These terms, the Privacy Policy, the Refund Policy, the Children's Policy and the AI Disclaimer are the entire agreement between you and us about the Service. This does not limit anything we say on the pricing page about price or what a plan includes.
15.8 Language. These terms are in English. If we provide a translation, the English version prevails to the extent the law allows.
16. Contact
Customer Experience Insight Pty Ltd · ABN 61 634 039 759 · trading as WA AI Hub · PO Box 8400, South Perth WA 6151 · privacy@wahub.ai