By using Hermia's systems ("the Service"), you ("Client") agree to these Terms. If you don't agree, don't use the Service. This is a binding agreement between you and Hermia (ABN 75 434 177 026).
Hermia is a CRM-agnostic intake and qualification service: we help businesses read, qualify, organise, and route enquiries or operational requests they already receive. We do not find customers for you, run ads, or guarantee sales, bookings, revenue, or outcomes. Hermia can be configured for different industries, processes, communication channels, and CRM platforms.
We do this by connecting to two kinds of places:
The sources and steps used depend on your approved configuration. If a request needs follow-up, Hermia may use an enabled channel such as email, WhatsApp, Instagram, Facebook, or another supported connection before returning the information to your nominated team or CRM.
Where Hermia communicates with an end customer on your behalf, the service should identify both the technology and the business. The standard disclosure is: “Hi, I’m Hermia, the digital assistant for [Business Name]. I’m collecting a few details so the [Business Name] team can review your request.” Hermia must not present itself as a human or as an independent professional adviser.
Client-approved processes must distinguish an operational reply to an enquiry from marketing. The Client must provide a lawful basis for the relevant collection, use, disclosure, and channel, keep evidence of consent where required, honour withdrawal and opt-out requests, and ensure that any marketing message identifies the Client and includes a usable unsubscribe method. Hermia may suspend or refuse a process that appears unlawful, unsafe, misleading, or outside the approved scope.
The Client is the party that decides why enquiry data is collected and how it is used. Hermia acts only on the Client’s documented instructions as a technical service provider or processor where that concept applies. The Client must provide accurate instructions, maintain required notices and consent records, keep suppression lists current, and ensure that every connected channel and recipient is authorised under the law that applies to the Client and its customers.
Hermia is not a lead generation service. You are solely responsible for marketing, advertising, and bringing in enquiries. We only process enquiries that have already reached your inbox or CRM — we don't create or source them.
Current new-order pricing is USD $4,400 one-time setup and USD $1,700 per month per business or brand, with GST included. Every industry and business size uses the same price; separate businesses or brands require separate setups and subscriptions. Read the full answers on the pricing page.
The setup fee is paid by card at checkout before the two-day service trial begins. The first USD $1,700 monthly payment is taken at the end of the trial, then recurs monthly on the billing anniversary. The trial waives only the monthly service charge during those two days; it does not waive the setup payment. Prices are in USD; a card provider may apply its own exchange rate or foreign-transaction fee.
Published updates do not retrospectively alter an existing signed agreement, subscription price or payment-provider setting. A different commercial arrangement requires express agreement and must comply with applicable law.
If the Client requests cancellation within the two-day trial (48 hours from the setup payment at checkout), the ordinary setup refund is USD $4,316: USD $4,400 less the USD $84 processing deduction. No monthly service payment is taken for a cancellation made within that trial. After the trial, the setup payment is ordinarily non-refundable, because the business configuration has been built and checked.
These commercial refund, cancellation and deduction terms do not exclude, limit or override any mandatory consumer guarantee, statutory refund, compensation or other right or remedy under applicable law. The USD $84 deduction applies only to the ordinary trial-cancellation refund where legally permitted; it is not deducted from a refund where the law requires otherwise.
The initial agreed configuration includes up to 35 client-authored questions, supported channels and response routes, internal recipients, photo and video handling, approved calendar steps, and the CRM or email-docket handoff. Support and monitoring are included in the monthly service. There are no separate Hermia fees per question, answer, enquiry, message, platform, recipient, media submission or CRM connection.
Supported initial connections may include email, WhatsApp, Instagram, Facebook, Google Business notifications, web forms and marketplace notifications. Connections must be authorised, supported and tested; unsupported systems are not promised by selecting them.
The monthly fee covers the agreed live service, support, monitoring, question and media review, duplicate handling, missing-detail follow-up and delivery through the chosen CRM/job-system or email-docket route. No additional Hermia usage charge is added for a busier enquiry volume.
If a subscription payment fails, Hermia emails the Client with a payment link. An unpaid account is paused while its setup is retained. Once payment is confirmed and the subscription is active, access is restored automatically without another initial configuration. If the trial ends without an active paid subscription, the service pauses and the Client is notified by email.
The service is month-to-month, with no minimum subscription term or long-term lock-in. The Client may cancel at any time by emailing info@hermia.au with the business name and customer ID, or using the billing-portal link in the monthly invoice. Cancellation takes effect immediately: new enquiry processing stops and no further monthly payments are taken. There is no 48-hour renewal-notice requirement. The unused portion of an already paid month is not ordinarily refunded, subject to mandatory legal rights.
The deployed business configuration is retained for up to 12 months after cancellation or while unpaid, without continuing new enquiry processing. After 12 months it is removed; returning after removal requires a rebuild from the saved configuration rather than merely switching the old deployment back on. This setup-retention period is not a promise to retain customer personal data for 12 months; that data remains subject to the Privacy Policy and applicable law.
Hermia’s processes, automation architecture, prompts, logic, standard texts, forms, code, connectors, documentation, and configuration methods are proprietary to Hermia or its licensors. You receive a limited, non-exclusive, non-transferable right to use the configured service for your internal business purposes. You do not receive ownership of Hermia’s underlying system or backend materials.
You must not access, copy, download, screenshot, disclose, reverse engineer, decompile, reproduce, resell, or use Hermia’s backend processes, prompts, logic, architecture, or documentation to build or help build a competing service. You must also keep non-public Hermia technical and commercial information confidential, except where disclosure is required by law.
Any request to change a live configuration is a paid change request. The Client asks from the private link Hermia emails it, chooses which kinds of change it wants and says what should change, and pays when it sends the request. The fee is USD $500 for each kind of change: connections (adding or removing a way enquiries arrive, the channel customers are answered on, the CRM, or who receives briefs), questions (adding, removing or rewording questions, where each answer goes, the next step, or the reply language) and calendar (how bookings work and which calendars are used). Several changes of the same kind submitted together are one charge. It is not a per-question charge or a minimum fee plus extra implementation costs, and no other implementation fee is added. Reconnecting an account is free. If Hermia cannot make a requested kind of change, the fee for that kind is refunded. Nothing in this policy excludes or limits a right that cannot lawfully be excluded or limited.
The Client remains responsible for confirming that requested changes are lawful, accurate, suitable for its industry, and authorised by the relevant system owner. A requested change may be declined where it is unsafe, unlawful, unsupported by a third-party platform, or likely to compromise the service; declined work is not treated as approval to charge extra implementation fees.
Hermia depends on connected email accounts, CRMs, communication providers, hosting services, APIs, and other third-party systems. We do not control their availability, security, pricing, data practices, rate limits, or changes. We do not guarantee uninterrupted operation, error-free processing, a particular qualification result, or that every enquiry will be captured or acted on.
You are responsible for your account permissions, connected systems, customer notices and consents, the accuracy of your configuration, reviewing outputs, and all commercial, safety, legal, clinical, financial, insurance, employment, or other decisions made by your organisation. Hermia does not provide professional, legal, financial, clinical, safety, or other regulated advice.
You must not configure Hermia to record or transcribe private conversations by default. If a configured process records calls, voice notes, or other communications, you must provide the required notice, obtain any consent required by the applicable state, territory, or country, offer an appropriate alternative where required, and use the recording only for the approved purpose. You must also ensure that messages sent through Hermia comply with applicable spam, telemarketing, direct-marketing, and channel rules, including suppression of recipients who have opted out.
Health, finance, insurance, legal, employment, education, government, children’s, and other regulated processes may require additional review and controls. Hermia may require a sector-specific assessment, human approval, restricted features, or decline activation. You remain responsible for the industry-specific obligations and decisions of your organisation.
If a suspected security incident affects information processed through Hermia, you must notify Hermia promptly and cooperate with containment, investigation, remediation, and any legally required notification. Hermia will reasonably cooperate with the Client’s assessment, but the party legally required to notify individuals or a regulator remains determined by applicable law and the facts of the incident.
Where permitted by law, the Client will indemnify Hermia for third-party claims, regulatory action, penalties, and reasonable costs arising from the Client’s unlawful instructions, missing consent, inaccurate data, unauthorised messaging, or breach of these Terms. This allocation does not bind a regulator or remove any non-excludable right, duty, or remedy.