Welcome to Ask Nell. These terms are the agreement between you and us for using the Service. We've written them to be readable — each section opens with the legal substance and, where it helps, a plain-English note on what it means for you. The short version: your data is yours, Nell never sends anything without your approval, and we run the Service with care but can't promise perfection.
1. Who we are, and what you're agreeing to
Ask Nell ("the Service") is operated by otageLabs, a consultancy based in Melbourne, Australia ("otageLabs", "we", "us"). By creating an account, clicking to accept these terms, or using the Service, you agree to be bound by these Terms of Use and our Privacy Policy. If you do not agree, please don't use the Service.
If you are using the Service on behalf of a business, you confirm you have authority to bind that business, and "you" includes it.
2. Eligibility and your account
You must be at least 16 years old to use the Service, and the information you provide at signup must be accurate. You need a real, permanent email address to register — temporary, disposable, and relay addresses aren't supported, because your email address is how Nell reaches you and how we verify the account is yours.
You are responsible for keeping your credentials secure and for all activity under your account. We recommend enabling two-factor authentication in Settings → Security & sign-in. Tell us promptly if you suspect unauthorised access.
3. What the Service does
Ask Nell is an AI-powered personal assistant. With your permission, she connects to your email and calendar, reads and organises what arrives, briefs you on what matters, drafts replies, manages tasks, and helps with scheduling — by chat or by voice.
In plain words: Nell reads and organises; you stay in charge of anything that leaves the building.
4. Approval before action
Outbound email is always queued as a draft for your review. Nell never sends email on your behalf without your approval — either your explicit approval of each draft, or a standing instruction you have set up yourself (for example, an auto-filing or auto-forwarding rule you created). You can review, edit, or reject any draft before it goes. Because you have the final say, you are responsible for the content of messages and actions you approve or automate.
5. AI-generated content
Nell's briefings, drafts, summaries, and suggestions are generated by artificial intelligence. AI output can be incomplete, out of date, or plainly wrong, and it is provided to help you decide — not to decide for you. Review anything important before you rely on it or approve it. The Service is not a substitute for professional advice (legal, financial, medical, or otherwise).
6. Your content, and the permissions you give us
Your data is yours. Email, calendar events, contacts, notes, tasks, voice conversations, and anything else you bring into or create within the Service ("Your Content") remains your property. We claim no ownership of it.
So that we can run the Service, you grant otageLabs a worldwide, non-exclusive, royalty-free licence to host, store, process, transmit, display, and create derivative works from Your Content — solely as needed to provide, secure, maintain, and improve the Service for you.
We also learn from how the Service is used in the aggregate. You agree that we may create and use anonymised and aggregated data derived from Your Content and your use of the Service — data that does not and cannot identify you — for any lawful purpose, including improving our services, developing new products and features, producing insights and analytics, and commercial purposes. This is how we make the Service better and keep building; it never involves selling or disclosing anything that identifies you personally.
In plain words: we use your data to run your assistant, and we use anonymised, aggregated patterns — never anything identifying you — to improve the product and build what's next.
7. Acceptable use
You agree not to:
- use the Service to send spam, phishing, or unsolicited bulk email;
- attempt to access other users' data or vaults;
- probe, scan, disrupt, reverse-engineer, or scrape the Service beyond its intended interfaces;
- use the Service to violate any applicable law, or to infringe anyone else's rights;
- resell or white-label the Service without our written agreement.
We may suspend or terminate accounts that break these rules — where practical we'll warn you first, but we don't have to when the conduct is serious.
8. Third-party connections
The Service connects to third-party accounts you choose to link (such as Google or Microsoft). Your use of those accounts remains governed by their terms. You can disconnect a linked account at any time in Settings → Connections. We are not responsible for third-party services, their availability, or changes they make that affect the Service.
9. Plans, billing, and trials
Paid plans are billed via Stripe on a recurring monthly basis. Prices are in US dollars unless stated otherwise and are shown on the pricing page. Where a free trial is offered, the trial converts to a paid subscription at its end unless you cancel first.
You can change or cancel your plan at any time from Settings → Plan & usage. Cancellation takes effect at the end of the current billing cycle; we don't issue partial refunds for unused time, except where the law requires it. We may change prices with reasonable advance notice — changes apply from your next billing cycle.
10. Service availability
We work to keep the Service available, fast, and reliable, but we don't guarantee any particular uptime or that the Service will be uninterrupted or error-free. We may maintain, update, change, or discontinue features — if we ever discontinue the Service itself, we'll give you reasonable notice and time to export your data.
11. Intellectual property
The Service — its code, design, branding, and content we author — belongs to otageLabs and its licensors. These terms give you a personal, non-transferable right to use the Service as intended, and nothing more. Feedback you send us can be used freely to improve the product, with no obligation to you.
12. Disclaimers
To the maximum extent permitted by law, the Service is provided "as is" and "as available", without warranties of any kind, express or implied — including fitness for a particular purpose, merchantability, and non-infringement. Without limiting the above, we do not warrant that AI output will be accurate, that synced data will be complete, or that the Service will meet your requirements.
13. Limitation of liability
To the maximum extent permitted by law:
- otageLabs is not liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, revenue, goodwill, or data, arising from or connected to the Service;
- this includes (without limitation) loss or damage arising from AI or assistant output or actions, messages or automations you approved, unavailability or errors in the Service, data loss or corruption, unauthorised access to or disclosure of data, and third-party services we integrate with;
- our total aggregate liability for all claims relating to the Service is limited to the greater of the amount you paid us in the 12 months before the event giving rise to the claim, and AUD $50.
Australian Consumer Law. Nothing in these terms excludes, restricts, or modifies any consumer guarantee, right, or remedy you have under the Australian Consumer Law or other laws that cannot be excluded. Where we are permitted to limit our liability for breach of a non-excludable guarantee, our liability is limited to re-supplying the service or paying the cost of re-supply.
In plain words: we take real care with your data and your assistant — you can read exactly how on our Security page — but an online service can't promise perfection, so our legal exposure has sensible limits, and your statutory consumer rights are untouched.
14. Indemnification
You agree to indemnify and hold otageLabs harmless from claims, damages, liabilities, and reasonable expenses (including legal fees) brought by a third party arising from Your Content, your use of the Service in breach of these terms, or your violation of law or third-party rights.
15. Leaving, and account deletion
You can delete your account at any time from Settings → Security & sign-in. Deletion has a 30-day grace period: your account goes dormant immediately, and signing back in within 30 days reactivates it with everything intact. After 30 days, your data is permanently purged from our systems. You can export a complete copy of your data before you go — see our Data Retention & Deletion page.
We may suspend or terminate your account for breach of these terms. Sections that by their nature should survive termination (including 6, 11–14, and 18) survive.
16. Changes to these terms
We may update these terms as the Service evolves. When we make material changes, we'll tell you — by email or an in-app notice — and ask you to accept the new version before you continue. The version and date at the top of this page tell you what's current.
17. General
These terms (with the Privacy Policy) are the entire agreement between us about the Service. If any part is found unenforceable, the rest stands. Our not enforcing a right isn't a waiver of it. You may not assign these terms; we may assign them as part of a merger, acquisition, or sale of assets, and where we do, your rights under them continue.
18. Governing law
These terms are governed by the laws of Victoria, Australia. Disputes will be resolved in the courts of Victoria, and you and we each submit to their jurisdiction.
19. Contact
Questions about these terms? Write to us through the contact page.