Terms of Use

1. About Vera and these Terms of Use

We provide the website vera.guide which offers an AI-powered platform for people navigating care responsibilities for ageing parents or loved ones (the "Platform" or "Vera") and other services provided by us and available on the website (together, the "Services") are operated by Twilight Labs Pty Ltd (ACN 669 153 539), trading as Vera ("we", "us" or "our").

"You" or "User(s)" means the individual accessing or using the Platform or Services under these Terms. These Terms also include our Privacy Policy.

By using the Platform or Services – including interacting with the Platform or accessing our planning tools – you agree to be bound by these Terms of Use, as may be updated from time to time. You should check this page regularly to take notice of any changes we may have made to the Terms of Use. You also agree to comply with all applicable laws. If you do not agree, please do not use Vera.

These Terms of Use apply no matter how you access Vera (phone, tablet, or computer).

2. Accessing and using the Vera Platform and Services

Access to the Platform, Services and the website is permitted on a temporary basis, and we reserve the right to withdraw or amend the Platform, Services and the website without notice to you. We will not be liable if for any reason the Website is unavailable at any time or for any period. From time to time, we may restrict access to some parts or all of this website.

We may, at any time, enhance and/or alter the features of the Platform and/or Services at our sole discretion and without notice to you.

We reserve the right to monitor your use of the Platform, through cookies and other means, for the purpose of obtaining insights about how users use the Platform and ensuring you are complying with these Terms of Use.

3. Who Vera is for

Vera is designed for adults managing care responsibilities for ageing parents or loved ones while juggling their own busy lives – what we call the Sandwich Generation.

We know that sometimes you might share information about family members or care partners when using Vera. By using Vera, you confirm you’re authorised to share any information about yourself or your family members that you provide to the Platform.

4. Eligibility

Vera is available only to individuals aged 18 or older who have the legal capacity to enter into a binding agreement. By using Vera, you confirm you meet these requirements.

We do not knowingly collect personal information from minors.

5. How Vera works

Vera is an AI-powered platform designed to help you navigate care planning and life transitions with clarity, not chaos.

AI-Powered Guidance

Vera uses artificial intelligence to provide personalised guidance, suggestions, and support as you plan for and manage care responsibilities.

AI-Powered Interactions

Vera uses artificial intelligence to engage with users via a telephone or audio call, asking certain questions, analysing responses and then providing a call transcript of the conference, to allow us to provide you with tailored guidance and support based on your circumstances.

Important to understand

• Vera’s AI provides information and suggestions based on patterns, the conversations it has with you, the information you provide to it and training data – it does not replace human judgment or professional advice
• The AI may occasionally make mistakes or provide information that isn’t accurate for your specific situation
• You should always verify important information and use your own judgment when making decisions
• The AI’s responses are generated based on the information you provide and general knowledge – not on a complete understanding of your unique circumstances

The audio calls and conversations you have with Vera on the Platform are recorded. We obtain your consent verbally. You hereby acknowledge and agree that in engaging with the Platform and/or Services you consent to your conversations being recorded and used for the purposes of providing you the Services.

Services

The Platform may provide:

• Vera’s clinically grounded situational assessment, being an AI-powered conversational guidance to help you navigate care planning decisions, known as Vera75 and validated by Vera’s clinical advisory panel
• AI-powered telephone / audio call function, to allow you to speak with our AI agent Vera
• My Aged Care letter decoder tool to assist in summarising and presenting the Government funding letters in plain English and easy to follow language
• Access to planning resources and information and scheduling tools and assistance
• The ability to explore care scenarios and get personalised suggestions

6. Your Data and Privacy

To provide personalised guidance, we process information you share during your interactions while using the Platform. This may include:

• Information about your aging parents or loved ones
• Health and care-related information
• Your planning priorities and concerns
• Your written and/or audio conversation with Vera’s AI

In regards to personal information you provide to us, our Privacy Policy sets out how we will collect, use and handle your personal information. By using the Platform and/or Services, you consent to the processing described in the Privacy Policy and warrant that all Data and personal information provided by you is accurate. By using Vera, you consent to our AI systems processing this information to provide you with personalised guidance.

When you are using the Platform and/or Services, you may also be required to provide us information about yourself and other information which is not personal information ("Data").

You grant to us a perpetual, worldwide, non-exclusive, transferable licence to enable us to use the Data to provide the Platform and/or Services, improve its functions, share the Data with third-parties and for our own records.

We may make the Data available to other companies, organisations or individuals to use on a de-identifiable basis. No compensation will be paid to you with respect to the Data that you submit on the Site. You should only submit Data on the Site that you are comfortable sharing with others in accordance with these Terms of Use.

7. What Vera is – and isn’t

While we take all due care in providing the Platform and Services, we do not provide any specific warranty, either express or implied, including without limitation warranties of merchantability or fitness for a particular purpose except as we are required to by the Australian Consumer Law.

Vera provides information and support only – not medical, legal, or financial advice.

The Platform may assist you think through decisions and navigate care planning, but it cannot and does not provide:

• Medical diagnosis or treatment recommendations
• Legal advice or document preparation
• Financial planning or investment advice
• Crisis intervention or emergency services

The Platform and/or Services are not intended as professional advice and must not be relied upon as such. You should obtain professional advice tailored to your specific circumstances prior to making any decisions.

We take reasonable care in ensuring that any material we provide to you is free of any virus, worm, Trojan horse and/or malware, however we are not responsible for any damage to your device which arises in connection with your use of the Platform, Services, our website or any linked websites.

As the Platform and Services may be provided online over the internet, we are not responsible for any computer failures, problems or errors, connection speed, interruptions of service or any technical or mechanical malfunctions, or any other malfunctions, whether caused by computer, servers, telephone, cable or satellites, human error, programming, equipment or otherwise related to the attempted entry into and participation during the training session.

The Platform, Services and/or certain tools, features or functionality made available through the Platform may use artificial intelligence ("AI"), machine learning or automated technologies in providing the Services and generating or processing content, information or results. You acknowledge that AI-generated or AI-assisted results may from time to time contain errors, inaccuracies, omissions, inconsistencies or other defects and that such results should not be relied upon without appropriate verification. You are responsible for ensuring that all instructions, prompts, inputs, data and other information provided to the Platform are accurate, complete and appropriate for your intended purpose, and for reviewing and verifying any results or outputs generated by the Platform before relying on or using them.

8. Using Vera Responsibly

You must:

• Provide accurate information to receive relevant guidance. This includes confirming the transcripts and conversation summaries with Vera are accurate and complete, as this will impact the Services
• Respect our intellectual property rights
• Promptly follow all directions from us in respect to your conduct in connection with the Platform and/or Services
• Familiarise and follow any of the policies published by us at all times in connection with provision of the Platform and/or Services
• At all times in dealings with us, clients of ours, partners, sponsors, suppliers and contractors conduct yourself in a manner that protects and enhances our reputation
• Comply with all applicable laws and regulations when using the Platform and/or Services
• Comply with our Policies and Procedures which relate to you and apply to your use of the Platform/Services
• Bear all costs and expenses related to your use of the Platform and/or Services

You must not:

• Misuse the Platform and/or Services
• Add, remove, change, hack or otherwise interfere with the Platform
• Resell, reframe, distribute or on-sell the Platform
• Include the Platform or any of its functions in any service bureau or outsourcing or managed service offering
• Modify or adapt or create derivative works of the functionality of the Platform
• Reverse engineer, decompile, decrypt, disassemble or otherwise attempt to derive the source code for the Platform
• Build or engage anyone else to build a competitive service or platform
• Copy any features, functions or graphics of the Platform
• Use the Platform to access services other than the features you are entitled to use
• Use the Platform and/or Services in a way that violates applicable laws, that violates the intellectual property rights or other rights of us or others, or that is fraudulent, obscene, unprofessional, offensive, misleading or defamatory
• Post reviews or make commentary to promulgate deceptive or offensive or extreme opinions or any other illegal, malicious or deceptive activities
• Except as permitted under this agreement, modify, reproduce, display, publish, distribute, copy, transmit, perform, license, create derivative works from, transfer, or sell or re-sell any information, content, software, or materials made available through the Platform and/or Services

Please be aware that if you breach Clause 8 of these Terms of Use, you acknowledge that we reserve the right to report any such breach to the relevant law enforcement authorities and disclose your identity to them. We reserve the right to limit, suspend or terminate your access to the Platform and/or Services if you breach or we suspect you are in breach of these Terms of Use, without notice to you.

9. Limitations and Liability

You acknowledge and agree that we provide guidance, suggestions, tools, plans and feedback to allow you to discuss, reflect and make decisions about the subject matter of the Platform and the Services and that we are not responsible for and have no liability to you in respect of the validation, implementation and operation of any of the actions you take or outcomes arising from the provision of Platform and/or Services.

To the extent permitted by Australian law:

We provide Vera "as is" without warranties of any kind. While we work hard to make Vera helpful and reliable, we cannot guarantee:

• That the AI will always provide accurate or complete information;
• That the platform will be available without interruption; or
• That our Services will meet your specific needs.

We are not liable for any loss or damage arising from:

• Your reliance on AI-generated guidance;
• Decisions made based on information from Vera; or
• Technical issues or service interruptions.

This doesn’t limit your rights under Australian Consumer Law, which may provide certain guarantees that cannot be excluded. Subject to this Clause 9, our total and aggregate liability for loss suffered or sustained by you in connection with the provision of the Platform, Services or our website whether arising as a result of breach of contract, in tort (including negligence) under statute or common law and/or whether or not arising pursuant to an indemnity in these Terms of Use, will be limited to the lesser of (i) the fees paid by you (if any) for the Platform and/or Services or (ii) the cost of resupplying the Platform and/or Services to you.

We are not liable to you (or any other person) for any indirect or consequential loss arising from a breach of these Terms of Use or in connection with your use of the Platform and/or Services.

You agree to indemnify, defend and hold us (and each of our officers, employees, contractors and agents) harmless against any loss incurred or arising in respect of the death or illness of, or personal injury to, any individual in connection with provision of the Platform and/or Services, except to the extent such loss arises from our negligence or wilful misconduct.

10. Intellectual Property

You acknowledge that we retain exclusive ownership of all intellectual property rights associated with the Platform, Services and on our website including the content, features, and technology on Vera’s platform – including our AI systems, interface, and materials.

You hereby grant to us a royalty-free, worldwide, irrevocable, perpetual license to use and incorporate into the Platform, Services or our website any general suggestions, enhancement requests, recommendations or other feedback provided by you.

We expressly reserve all copyright in our Platform, Services and in all materials contained therein.

You may use Vera’s services solely for your personal, non-commercial use. You are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on the Platform, as part of the Services or the website nor may you use any such content in connection with any business or commercial enterprise.

For the purposes of this Clause 10 and Terms of Use, Intellectual Property Rights means all present and future rights conferred by statute, common law or equity in or in relation to any copyright, trademarks, service marks, designs, frameworks, structures, algorithms, source code, object code, documents, patents, circuit layouts, business and domain names, database rights, know how, inventions and other intellectual property existing anywhere in the world, whether or not registered or capable of registration, and any goodwill associated with such activity and any account, application, renewals and extensions of such rights.

11. Disclaimers

We do not represent, warrant, or guarantee our Platform’s accuracy, currency or completeness to the maximum extent permitted by law. Using, receiving information from, downloading from, or utilising other third party services and support or otherwise interacting with other users on the Platform is not a representation of fitness for purpose or the suitability of the services or a guarantee of the types of users on or offered on the Platform.

Whilst we endeavour to take reasonable care in preparing and maintaining the information on the Platform, we do not warrant the accuracy, reliability, adequacy, or completeness of the content contained herein. You acknowledge and accept that the Platform content may include technical inaccuracies and typographical errors.

We may disclose information you provide to us in good faith and where we are required to do so by law or by any court, to enforce the terms of any of our customer agreements, to protect the rights, property or safety of us and our business, our customers or third parties, for generally accepted marketing purposes, or to banks or financial institutions with the purpose of preventing fraud and as proof of any transaction.

12. Availability, Changes and Updates

We will, to the best of our ability, ensure the Platform is available for access at all times but we are not responsible if you are not able to access the Platform as a result of:

• Us undertaking preventative or remedial maintenance; or
• Any circumstances beyond our control.

We’re continuously improving Vera, which means:

• Services and features may change or be updated
• These Terms may be revised from time to time

If you continue to enjoy the benefit of the Services and/or access the Platform and/or website following any amendment to these Terms of Use, you will be taken to have agreed to comply with the Terms of Use as changed. If you do not agree with changes to the Terms of Use, you should immediately cease using or accessing the Platform and website or enjoying the benefit of the Services.

13. Getting Help

If you have questions about these Terms or need support using Vera, please contact us at hello@vera.guide.

For feedback or concerns, you can reach us at hello@vera.guide.

14. General

These Terms of Use prevail in the event that anything in, or associated with, the provision of the Platform and/or Services is inconsistent with these Terms of Use.

All or any part of these Terms and Conditions that is illegal or unenforceable will be severed and will not affect the continued operation of the remaining provisions.

Any failure by Twilight Labs Pty Ltd to enforce any provision of these Terms of Use will not be treated as a waiver of that provision, nor will it affect our right to subsequently enforce that provision.

These Terms of Use, together with the Privacy Policy, constitute the entire agreement between you and Twilight Labs Pty Ltd and supersede any prior versions of these Terms of Use and all other communications whether oral or written, express or implied.

These Terms are governed by the laws of New South Wales, Australia. Any disputes will be subject to the jurisdiction of the courts of New South Wales.