Terms of Service

1. Parties & Definitions

These Terms of Service ("Terms") constitute a binding agreement between you ("Customer", "Subscriber", "you") and Manaia Tech Pty Ltd (ABN 52 696 183 703, ACN 696 183 703), a company incorporated in New South Wales, Australia, trading as Manaia ("we", "us", "our", "Provider").

By creating a Manaia account, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree, do not use the Service.

Key Definitions

• Customer / Subscriber: The individual who creates the account and accepts these Terms. Must be 18 years or older and an Australian resident.
• Household Members: Other individuals added to the Subscriber's household. The Subscriber is responsible for their compliance with these Terms.
• Service: The Manaia platform including the management portal at app.manaia.io, the Manaia Home Lite hardware device, the Manaia iOS/Android roaming agent, DNS filtering infrastructure, AI safety insights, and all associated features.
• Subscription Plans: Solo Shield ($9.95/month or $99.50/year), Elder Protect ($19.95/month or $199.50/year), Guardian ($39.95/month or $399.50/year) and Guardian Pro ($59.95/month or $599.50/year), as described at manaia.io/pricing.
• Add-Ons: Additional Household — Guardian ($33.95/month), Additional Household — Guardian Pro ($49.95/month).
• Home Lite Device: The NanoPi-based hardware device sold by Manaia Tech Pty Ltd.
• Household: A single residential dwelling or family unit associated with one primary Manaia subscription.

2. Consumer Household Use Only

3. Account Registration & Eligibility

• You must be at least 18 years of age to create a Manaia account.
• You must be an Australian resident. The Service is currently available in Australia only.
• One account per person. Multiple accounts for the same household are not permitted unless authorised under a multi-household add-on.
• You are responsible for maintaining the security of your account credentials and for all activity that occurs under your account.
• You must notify Manaia immediately of any unauthorised access at support@manaia.io.
• You must not share account credentials with persons outside your household.
• Multi-factor authentication (MFA) is mandatory. The platform enforces this via our authentication infrastructure.

4. Subscription Plans & Billing

4.1 Plan Tiers

All prices are in Australian dollars and include GST. Manaia Tech Pty Ltd is registered for GST.

4.2 Add-On Pricing

4.3 Free Trial

• New subscribers receive a 14-day Manaia Guardian Pro trial.
• No payment method required during trial.
• Full Guardian Pro features available during trial.
• At trial expiry, you must select a paid plan or the Service will enter a 3-day grace period with basic DNS filtering only, after which protection stops.

4.4 Billing Cycle

• Monthly plans are billed monthly on the signup anniversary date.
• Annual plans are billed annually on the signup anniversary date.
• Payment is processed by Stripe. By subscribing, you authorise Manaia Tech Pty Ltd to charge your nominated payment method on a recurring basis.
• Failed payments result in a past_due status. The platform will retry payment and notify you via email. If payment remains outstanding for 14 days, the subscription will be cancelled.

4.5 Plan Changes

• Upgrades take effect immediately (prorated).
• Downgrades take effect at the next billing cycle.
• Plan changes are processed via Stripe and confirmed by email.

4.6 Home Lite Hardware

• The Home Lite device is a separate purchase, not included in subscription fees.
• Hardware purchases are subject to separate hardware terms (Section 10).
• Commitment-based pricing (where the device is discounted in exchange for a minimum subscription commitment) constitutes a minimum-term arrangement — see Section 7 (Cancellation) for early exit terms.

5. Service Limits & Fair Use

5.1 Plan Limits

The Service is subject to the following technical limits per household:

Add-on limits are as described in the Add-On Framework documentation available at manaia.io/addons.

5.2 Fair Use

The Service is designed for typical residential household use. Manaia Tech Pty Ltd reserves the right to:

• Rate-limit or throttle accounts generating DNS query volumes inconsistent with residential use.
• Investigate and restrict accounts where query patterns suggest automated, commercial, or abusive usage.
• Contact subscribers whose usage significantly exceeds typical household volumes.

Typical residential household usage is defined as fewer than 200,000 DNS queries per day. Guardian Pro subscribers have a soft cap of 5,000,000 queries per day; sustained usage above this threshold will trigger operational review.

5.3 AI Feature Limits

AI Safety Insights, Elder Scam Intelligence reports, and AI Weekly Family Reports are subject to:

• One report generation per household per day (deduplication is enforced).
• Weekly cadence for Guardian; daily cadence for Guardian Pro.
• Content generated by AI is informational only and does not constitute professional security, medical, or legal advice.

6. Acceptable Use Policy

6.1 Prohibited Uses

You must not use the Service to:

• Circumvent, disable, or interfere with any security features or rate limits of the platform.
• Attempt to access another subscriber's household data, profiles, or DNS logs.
• Use the DNS resolver for purposes other than protecting devices within your authorised household.
• Redirect or proxy the DNS resolver to serve third-party networks or devices outside your household.
• Automate account creation or use the Service in conjunction with bots or scripts.
• Reverse engineer, decompile, or attempt to extract source code from the Manaia Home Lite firmware or any platform component.
• Use the Service in a manner that violates any applicable Australian law, including the Criminal Code Act 1995 (Cth), the Spam Act 2003 (Cth), or the Privacy Act 1988 (Cth).
• Share your account credentials to allow persons outside your household to benefit from your subscription.
• Use the Service for any commercial purpose (see Section 2).

6.2 Child Profiles & Parental Responsibility

• The subscriber (parent/guardian) is solely responsible for configuring appropriate content filtering for child profiles.
• Manaia provides tools for parental control but does not guarantee that all objectionable content will be blocked.
• The subscriber must not create child profiles for individuals who are not members of their household.
• Screen time, oversight, and content filtering features are parental tools — their effectiveness depends on correct configuration by the subscriber.

6.3 Elder Protect Features

• Elder Protect plan features (scam blocking, AI scam intelligence) are informational and protective tools.
• They do not guarantee complete protection against all scams or phishing attempts.
• Manaia Tech Pty Ltd does not provide financial, legal, or health advice through AI reports.
• Emergency resources (IDCARE, Scamwatch) are provided as convenience links only.

7. Cancellation, Refunds & Minimum Terms

7.1 Monthly Plans

• Cancel at any time via Settings → Billing in the app, or by contacting support@manaia.io.
• Cancellation takes effect at the end of the current billing period.
• No refund for the current billing period (access continues until period end).
• Data and profiles are retained for 30 days after cancellation, then permanently deleted.

7.2 Annual Plans

• Annual plans are paid upfront. Cancel at any time; cancelling stops the renewal.
• You keep access until the end of the year you paid for. There is no pro-rata refund for the unused part of the year.
• This does not limit your rights under the Australian Consumer Law (see 7.6). Any refund we are required to give is processed within 10 business days to the original payment method.

7.3 Free Trial

• Cancel during the 14-day trial with no charge.
• If you do not cancel before trial expiry, you will be charged for the plan you selected at trial end.
• If no plan was selected, the trial will expire and the Service will enter a grace period.

7.4 Minimum-Term Commitments (Hardware Subsidy)

If you purchased a Home Lite device at a discounted price in exchange for a minimum subscription commitment (e.g., free device with 24-month Guardian Pro):

• You have agreed to a minimum subscription term.
• If you cancel before the minimum term expires, the outstanding balance of the hardware subsidy becomes immediately payable.
• The outstanding amount is calculated as: (RRP of device - price paid) × (months remaining / total commitment months)
• You will receive an invoice for this amount via Stripe at the time of cancellation.
• This is not a break fee — it is the recovery of hardware subsidy, consistent with ACCC guidelines.
• The total minimum cost of your commitment, the monthly subscription cost, and the device price are disclosed at the point of purchase.

7.5 Subscription Pause

• Subscribers may pause their subscription once per 12-month period for up to 30 days.
• During a pause, basic DNS filtering remains active; AI reports, content management, and support SLA are suspended.
• Pausing does not affect minimum-term commitments.

7.6 Australian Consumer Law

Nothing in these Terms limits your rights under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)), including any applicable consumer guarantees.

8. Data, Privacy & DNS Logs

8.1 What We Collect

See our Privacy Policy at manaia.io/privacy for complete details. In summary:

• Account data (name, email — KMS encrypted at rest).
• DNS query logs (domain names queried, action taken, device, timestamp — stored for plan-defined retention periods).
• Device information (device type, OS version, last-seen timestamp).
• Billing data (processed and stored by Stripe — we do not store card numbers).
• Usage data (query counts, threat events, AI report interactions).

8.2 What We Do NOT Collect

• The content of web pages you visit (DNS filtering sees domain names only, not URLs, page content, or HTTPS traffic).
• Passwords (stored as cryptographic hashes — we cannot recover your password).
• Location data (the iOS/Android roaming agent does not access GPS or location services).

8.3 Data Sovereignty

All data is stored in AWS ap-southeast-2 (Sydney, Australia). No data is transferred outside Australia except for payment processing (Stripe, USA) and error monitoring (Sentry, USA) — see our Sub-Processor Register at manaia.io/legal/sub-processors.

8.4 DNS Query Log Access

• The household owner can view aggregate DNS statistics and threat events for the household.
• Individual member query logs are accessible to the household owner in accordance with your household's oversight consent settings.
• Adult household members (18+) may grant or revoke oversight consent via the Family Portal.
• Manaia Tech Pty Ltd staff may access DNS logs only for the purpose of investigating security incidents, resolving support tickets, or complying with lawful requests — all access is logged via CloudTrail.

8.5 Data Retention

8.6 Your Rights (Australian Privacy Act 1988 & APPs)

You have the right to:

• Access your personal data (available via data export in Settings).
• Correct inaccurate data.
• Request deletion of your data (30-day grace period, then cascade deletion across all stores).
• Port your data (JSON export available).

To exercise these rights, use the in-app data management tools in Settings or email admin@manaia.io.

8.7 Threat Intelligence Sharing

Manaia Tech Pty Ltd does not currently share threat intelligence derived from the operation of the Service with any third party. If we decide to start, we will update these Terms and our Privacy Policy before doing so. Any such sharing would be limited to indicators of threats themselves (such as newly discovered phishing domains) and would never include personal information, browsing history, household data, or device identifiers.

8.8 AI-Powered Features

You acknowledge and agree that Manaia Tech Pty Ltd uses artificial intelligence (powered by Anthropic Claude via Amazon Web Services Bedrock) to provide safety insights and analysis features within the Service, including:

• Daily safety insights and weekly narrative summaries
• Conversation starters for parents (AI-generated discussion prompts about online safety)
• Risk scoring (a deterministic 0–100 score per profile based on daily statistics)
• An interactive chat assistant for security questions and account guidance

To power these features, aggregated household statistics (query counts, threat counts, blocked categories), profile metadata (age group, relationship type), and threat event summaries may be sent to AI models. All data is passed through a PII redaction layer before processing — no raw DNS query logs, email addresses, names, or device identifiers are sent. To keep website categories current, domain names looked up across all households may also be classified by AI, as bare domain names with no link to any household, profile, or device. Anthropic does not use data submitted via its API to train its models.

AI features are available on Guardian and Guardian Pro plans. The chat assistant is available on all plans. There is currently no setting to switch off AI-powered insights; if you object to AI processing, contact support@manaia.io. AI processing does not affect DNS filtering or threat blocking. AI-generated content is provided for informational purposes only and does not constitute professional security advice.

8.9 Breach Monitoring

If you choose to enable breach monitoring (available on Guardian, Guardian Pro, and Grandparent Shield plans), you may add email addresses to be checked against the Have I Been Pwned (HIBP) database of known data breaches. Individual email addresses are sent to the HIBP API over an encrypted connection. HIBP returns breach metadata (breach name, date, and categories of data exposed) — not the breached data itself.

Breach monitoring is opt-in only — you must explicitly add each email address you wish to monitor. You may remove monitored email addresses at any time via Settings > Breach Monitoring. Manaia Tech Pty Ltd is not responsible for the accuracy or completeness of breach data provided by HIBP.

8.10 Voice Call Alerts

Guardian Pro subscribers may enable voice call alerts for critical and high-severity threat events. If enabled, your verified phone number is sent to Twilio, Inc. (a third-party telecommunications provider) at the time of each call. Phone numbers are stored encrypted in our systems and masked in internal logs. Voice calls are rate-limited to a maximum of one call per four hours per household.

8.11 Automated Decision-Making

The Service uses automated systems that make real-time decisions without human intervention to protect your household:

• DNS threat blocking: Domains matching a known threat indicator (with a confidence score of 70 or above) are automatically blocked in real time.
• Content filtering: Domains are automatically categorised and blocked or allowed based on the content rules configured for each profile.
• Rate limiting: Devices sending over 100 DNS requests per second are temporarily refused to protect against malware and abuse.
• Behavioural signal detection: Daily usage patterns are evaluated to generate household safety signals (e.g. unusual threat spikes). These signals inform reports only — they do not automatically block access or take punitive action.
• Device tamper detection: Registered devices that stop communicating may be flagged as offline (>2 hours) or tamper-suspected (>24 hours). You are notified but no service action is taken without your input.

You may override a category or custom-rule block by adding the domain to your custom allow list. A block based on threat intelligence (a known malicious domain) cannot be overridden this way. If you believe a domain has been incorrectly blocked, you may report it via the dashboard or contact support@manaia.io.

8.12 Push Notifications

If you enable push notifications, your device's push notification token (an opaque identifier managed by Apple or Google) is stored and transmitted to Apple Push Notification service (APNs) for iOS devices or Google Firebase Cloud Messaging (FCM) for Android devices to deliver security alerts. Notification content includes threat type and severity only — no browsing history, personal data, or account information is included in notification payloads.

8.13 Bot Prevention

During account registration, Google reCAPTCHA v3 is used to prevent automated bot signups. Your IP address and a behavioural risk token are sent to Google for verification. Google assigns a risk score — Manaia does not receive your browsing data from Google. reCAPTCHA is only used during signup, not during normal use of the Service.

8.14 Sub-Processor Register

A complete register of all third-party service providers engaged by Manaia Tech Pty Ltd to process personal data is maintained at manaia.io/legal/sub-processors. You will be notified of any additions or changes to the register via email, with 30 days' notice before any new sub-processor begins processing personal data.

9. Intellectual Property

9.1 Platform IP

All software, algorithms, DNS filtering logic, threat intelligence data, AI models, and associated IP remain the exclusive property of Manaia Tech Pty Ltd. No licence is granted beyond the right to use the Service for its intended purpose.

9.2 Home Lite Firmware

The firmware pre-installed on the Home Lite device is proprietary. You may not:

• Flash, modify, or replace the firmware with third-party software.
• Use the device as a general-purpose Linux computer for purposes outside the Manaia service.
• Disassemble, reverse engineer, or attempt to extract firmware from the device.

Violation of this clause may result in the device being remotely deactivated and your subscription terminated.

9.3 Automatic Firmware Updates

Manaia Tech Pty Ltd may push firmware updates to your Home Lite device automatically and without prior notice. These updates may include security patches, bug fixes, feature additions, or configuration changes necessary to maintain the security and functionality of the Service. By using the Home Lite device, you consent to receiving automatic firmware updates.

• Updates are delivered over-the-air (OTA) when the device is connected to the internet.
• Critical security patches may be applied immediately. Non-critical updates will typically be applied during low-traffic periods.
• You must not interfere with or block the firmware update process.
• If an update requires a device restart, the device will restart automatically. DNS filtering may be briefly interrupted during the restart (typically under 60 seconds).

9.4 Feedback

Any feedback, suggestions, or feature requests you provide may be used by Manaia Tech Pty Ltd to improve the Service without compensation to you.

10. Hardware Terms (Home Lite Device)

10.1 Sale of Goods

The Home Lite device is sold subject to Australian Consumer Law guarantees including acceptable quality, fitness for purpose, and correspondence with description.

10.2 Warranty

• 12-month manufacturer's warranty against defects in materials and workmanship.
• Warranty claims: support@manaia.io with proof of purchase and description of defect.
• Warranty does not cover physical damage, water damage, or damage caused by unofficial firmware modification.

10.3 Device Ownership

• Where the device is purchased outright (no subsidy), ownership transfers to you upon delivery.
• Where the device is provided under a hardware subsidy programme (discounted in exchange for minimum subscription term), ownership transfers upon completion of the minimum term or upon full payment of the outstanding subsidy balance.

10.4 Returns

• 30-day change-of-mind returns accepted (device must be in original condition).
• Return shipping is at the customer's expense.
• Refund processed within 10 business days of receipt of returned device.

10.5 Device Behaviour Without Active Subscription

If your Manaia subscription is cancelled, expires, or is suspended:

• The Home Lite device will continue to function as a basic network device and will pass DNS traffic through to your ISP's default DNS resolver.
• All Manaia filtering features (threat blocking, content filtering, parental controls, screen time enforcement) will be disabled.
• The device will not become inoperable — your internet connection will continue to work normally, but without Manaia protection.
• You may reactivate Manaia protection at any time by subscribing to a paid plan.
• Firmware updates will continue to be delivered for security patches only (see Section 10.7).

10.6 Device Deactivation

Manaia Tech Pty Ltd may remotely deactivate a Home Lite device if:

• The associated subscription is cancelled and the device is used to route traffic through Manaia infrastructure without a valid subscription.
• The firmware has been modified in breach of Section 9.2.
• The device is reported stolen.

Remote deactivation means the device will no longer connect to Manaia DNS infrastructure. The device will still pass traffic to your ISP's default DNS as described in Section 10.5. Manaia Tech Pty Ltd will not remotely render your device inoperable or prevent it from functioning as a basic network device.

10.7 End-of-Life & Minimum Support Commitment

Manaia Tech Pty Ltd commits to the following minimum support lifetime for Home Lite hardware:

• Security patches: Minimum 3 years from the date the hardware model is first sold. Security patches will continue to be delivered even if the device does not have an active Manaia subscription.
• Feature updates: Minimum 2 years from the date the hardware model is first sold. Feature updates require an active subscription.
• End-of-life notice: We will provide at least 12 months' notice before ending support for a hardware generation, communicated via email and at manaia.io/support.
• Post end-of-life: After the support period ends, the device will continue to function as a basic network device (DNS passthrough to your ISP) but will no longer receive firmware updates or connect to Manaia filtering infrastructure.
• Trade-in programme: When a hardware generation reaches end-of-life, Manaia Tech Pty Ltd may offer a trade-in discount toward a replacement device. Details will be communicated at the time of the end-of-life announcement.

11. Service Availability & SLA

11.1 Uptime Target

Manaia Tech Pty Ltd targets 99.9% monthly uptime for the DNS filtering service. Scheduled maintenance will be notified via the status page at status.manaia.io with at least 24 hours notice where possible.

11.2 No Guarantee

The Service is provided on an "as available" basis. Manaia Tech Pty Ltd does not guarantee:

• That the Service will be uninterrupted or error-free.
• That all malicious domains will be detected and blocked (threat intelligence has inherent limitations).
• That AI safety reports will identify every risk to household members.
• That the Service will protect against all forms of cyber threat.

11.3 Planned Maintenance

Planned maintenance windows will be announced at status.manaia.io. Subscribers may subscribe to status updates at that URL.

11.4 Support SLAs

Support is available Monday–Friday, 9am–5pm AEST, excluding NSW public holidays.

12. Limitation of Liability

12.1 Exclusions

To the maximum extent permitted by Australian law, Manaia Tech Pty Ltd excludes liability for:

• Any indirect, incidental, special, consequential, or punitive damages.
• Loss of data beyond what is recoverable from backups within our retention policy.
• Losses arising from cyber attacks, data breaches, or security incidents that occur despite the Service being operational.
• Any harm arising from a household member (including a child) accessing content that was not blocked by the Service.

12.2 Cap on Liability

Manaia Tech Pty Ltd's total aggregate liability to you for any claim arising out of or in connection with these Terms or the Service is limited to the greater of:

1. the total subscription fees paid by you in the 12 months preceding the claim; or
2. AUD $200.

12.3 Australian Consumer Law Guarantees

Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred on you by the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law (Schedule 2), that cannot by law be excluded, restricted, or modified.

The Service comes with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the Service, you are entitled to cancel your subscription and receive a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have the problem remedied in a reasonable time.

For Home Lite hardware, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

13. Indemnity

You agree to indemnify and hold harmless Manaia Tech Pty Ltd, its directors, employees, and contractors from any claim, loss, damage, or expense (including legal costs) arising from:

• Your breach of these Terms.
• Your use of the Service for commercial purposes in violation of Section 2.
• Content accessed by household members where you failed to configure appropriate parental controls.
• Any household member's use of the Service in breach of these Terms.

14. Changes to Terms

• Manaia Tech Pty Ltd may update these Terms at any time.
• Material changes (pricing, data handling, liability) will be notified by email to the subscriber's registered address at least 30 days before taking effect.
• Continued use of the Service after the effective date constitutes acceptance of the updated Terms.
• If you do not accept the updated Terms, you may cancel your subscription before the effective date for a pro-rated refund of unused subscription fees.
• Version history of these Terms is maintained at manaia.io/legal/terms-history.

15. Termination

15.1 By You

Cancel at any time via the app or by emailing support@manaia.io. See Section 7 for refund terms.

15.2 By Manaia Tech Pty Ltd

We may suspend or terminate your account immediately if:

• You breach Section 2 (commercial use).
• You breach Section 6 (acceptable use).
• You breach Section 9.2 (firmware modification).
• Payment remains outstanding for more than 14 days after the due date.
• We have reasonable grounds to believe your account is being used for fraudulent, illegal, or abusive purposes.

We will provide notice of termination by email to your registered address unless immediate termination is required to prevent harm to other subscribers or the platform.

15.3 Effect of Termination

Upon termination:

• Access to the Service ceases immediately (or at the end of the billing period for voluntary cancellation).
• Household data is retained for 30 days then permanently deleted.
• Home Lite devices are deactivated from the Manaia platform.
• Outstanding hardware subsidy balances become immediately payable.

16. Governing Law & Dispute Resolution

16.1 Governing Law

These Terms are governed by the laws of New South Wales, Australia. You submit to the non-exclusive jurisdiction of the courts of New South Wales.

16.2 Dispute Resolution

Before commencing legal proceedings, you agree to notify us of the dispute in writing at admin@manaia.io and allow 30 days for good faith resolution.

16.3 ACCC & Fair Trading

Nothing in these Terms prevents you from contacting the Australian Competition & Consumer Commission (ACCC) at accc.gov.au or NSW Fair Trading at fairtrading.nsw.gov.au.

17. General

17.1 Entire Agreement

These Terms, together with the Privacy Policy, constitute the entire agreement between you and Manaia Tech Pty Ltd regarding the Service.

17.2 Severability

If any provision is found unenforceable, the remaining provisions continue in full force.

17.3 No Waiver

Failure to enforce any provision does not constitute a waiver of that right.

17.4 Assignment

You may not assign your subscription or these Terms without our written consent. We may assign these Terms to a successor entity without notice.

17.5 Force Majeure

We are not liable for delays or failures caused by circumstances outside our reasonable control, including AWS infrastructure outages, natural disasters, or telecommunications failures.

18. Contact Details