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). If you accept these Terms for a business, you confirm that you are authorised to bind it, and “you” and “Client” mean that business.
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 identifies both the technology and the business: its first message says that it is the business’s digital assistant and names the business, for example “Hi Sam! I’m Hermia, the digital assistant for Harbour Plumbing.” Hermia must not present itself as a human or as an independent professional adviser. If a customer asks whether they are talking to a person, Hermia says that it is an AI assistant, never that it is a person. A customer can ask for a person at any time: Hermia gives them the contact details the Client set for this, and emails the request, with what the customer has said so far, to the person the Client nominated (or, if none, to the people who receive its briefs). The Client must keep these details correct and current, may give customers only details it is entitled to share, and is responsible for responding; Hermia passes the request on and is not responsible for the Client’s response or lack of one. A customer can stop messages at any time by replying STOP (or QUIT, END, REVOKE, OPT OUT, CANCEL or UNSUBSCRIBE); Hermia confirms once and sends nothing more until they reply START (if they write again before that, Hermia replies only to say how to restart, at most once a day). The reminder, follow-up and check-in emails Hermia sends the Client’s customers name the Client, show the postal address the Client gives Hermia for them, and have an unsubscribe link; a customer who uses it gets no more of those emails from the Client. The Client must keep that address correct and current (a PO box is fine), and can change it from its change page at no charge.
Hermia uses computer programs, including artificial intelligence, to read, check and organise enquiries; the Privacy Policy explains these automated steps. Where the law requires it (in Australia, from 10 December 2026, under Australian Privacy Principle 1), the Client’s own privacy policy must explain its use of automated tools for these steps. Hermia will give the Client a description of the automated steps on request.
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. The Data Processing Terms form part of these Terms and set out how Hermia processes the Client’s customers’ personal information on the Client’s behalf.
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 four plans by enquiries a month, per business or brand: Starter (up to 300) USD $600 a month with a USD $800 setup; Standard (301 to 1,000) USD $1,700 a month with a USD $4,400 setup; Growth (1,001 to 2,500) USD $3,500 a month with a USD $7,500 setup; and Large (more than 2,500, no upper limit) USD $8,000 a month with a USD $15,000 setup. Prices include any GST that applies. Every industry uses the same plans; separate businesses or brands require separate setups and subscriptions. Read the full answers on the pricing page.
Optional features. The Client may add any of seven optional features: Missed calls, Hermia Notes, Hermia Automate, the Employee tracker, Booking reminders, Quote follow-up and Payment reminders. Each has a setup fee, paid once, and a monthly fee of the same amount, set by the Client’s plan: USD $79 on Starter, USD $199 on Standard, USD $449 on Growth and USD $799 on Large, where the monthly fee is for every 4,000 enquiries a month. On Large, the number of blocks of 4,000 enquiries each optional feature is charged for follows the Client’s enquiries in the same way as plans: if each of 4 consecutive full months needed more blocks than are charged, the number moves up to what the lowest of those months needed, from the first billing date at least 7 days after Hermia emails the Client the numbers; if each needed fewer, it moves down to what the highest of those months needed, from the next billing date. A month needs one block for every 4,000 enquiries, or part of 4,000. An optional feature is provided only while it is paid for. Missed calls, the Employee tracker, Booking reminders, Quote follow-up and Payment reminders are not offered to finance businesses, and Missed calls, Hermia Automate, the Employee tracker, Quote follow-up and Payment reminders are not offered for healthcare. With Booking reminders, Quote follow-up or Payment reminders, Hermia messages the Client’s customers on the Client’s behalf about their bookings, quotes and invoices; the Client confirms it may contact those customers about them, and Hermia never puts payment or bank details in a message. A page for each customer and a monthly results report are included on every plan, at no charge. The Client may stop an optional feature at any time, from its change page: the feature stays on until the end of the month already paid for, then stops, and its monthly fee is not charged again. The month already paid is not refunded, subject to mandatory legal rights. Until it stops, the Client may keep it on, with no setup fee.
Plans follow enquiries. Hermia counts the Client’s enquiries in each calendar month, in the Client’s own time zone. One new person getting in touch is one enquiry, whichever way they reach the Client; the same person again within 7 days counts once; spam that Hermia blocks is not counted. The month the Client goes live is a part month and does not count. If the Client’s enquiries are above its plan in each of 4 consecutive full months, its plan moves up to the plan that fits the lowest of those months, from the first billing date at least 7 days after Hermia emails the Client the numbers. If they are below its plan’s minimum in each of 4 consecutive full months, its plan moves down to the plan that fits the highest of those months, from the next billing date. A plan change changes only the monthly fees: the plan’s, and each optional feature’s, which moves to its price on the new plan (on a move up to Large, for the blocks of 4,000 enquiries the lowest of those months needed). No setup fee is charged for a move, and setup already paid is not refunded. Nothing is charged or credited for part of a month, and the Client may cancel at any time.
Enquiry records. To show how the plan was worked out, Hermia keeps a record of each enquiry it counts: the person’s name, email address or phone number, the date and time, and the channel. The Client can see its own records through a private link in each plan email, which opens only with its customer ID. Names and contact details are deleted 6 months after each enquiry; the monthly totals are kept.
The setup fee for the chosen plan, and the setup fee of each optional feature chosen, are paid by card at checkout. The two-day free trial starts when the Client’s Hermia is live, not at payment, and the Client is told by email. The first monthly payment for the plan and each optional feature is taken at the end of the trial, then recurs monthly on the billing anniversary. The trial waives only the monthly service charge; 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 time its Hermia is live), the ordinary setup refund is the setup fees paid (the plan’s and those of any optional features) less one USD $84 processing deduction. Without optional features that is USD $716 on Starter, USD $4,316 on Standard, USD $7,416 on Growth and USD $14,916 on Large. If the Client cancels before its Hermia is live, every setup fee is refunded. No monthly service payment is taken for a cancellation made within the 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. Apart from the optional features the Client chooses, there are no separate Hermia fees per question, answer, enquiry, message, platform, recipient, media submission or CRM connection.
Supported initial connections may include email (including marketplace and portal notifications that arrive by email), Facebook, Instagram and TikTok messages, WhatsApp for customer conversations, and the CRM and calendar connections offered during configuration. 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. Optional features are charged by their own monthly fees. 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. Cancellation takes effect immediately: new enquiry processing stops and no further monthly payments are taken. 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 retains all right, title and interest, including all intellectual property rights worldwide, in the Hermia service and everything used to provide it: its processes, software, code, system architecture, connectors to CRMs and other business systems, conversation flows, qualification, triage and routing logic, artificial intelligence instructions and prompts, standard texts, forms, documentation and configuration methods, and all improvements, updates and changes to them, including those made while setting up or changing your service. Some of these are licensed to Hermia by others. Nothing in these Terms transfers ownership of any of them to you.
You receive a limited, non-exclusive, non-transferable right, which cannot be sublicensed, to use the configured service for your internal business purposes during your subscription; it ends when the subscription ends. You keep ownership of your business information, your customers’ information and the wording of the questions you write, and you let Hermia use them only to provide the service to you. If you give Hermia suggestions or feedback, Hermia may use them freely.
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. Switching automatic booking on or off is free. An optional feature added after go-live, from the Client’s change page, is charged its setup fee (one month’s fee on the Client’s plan), not as a change request: it is on once that is paid, and its monthly fee is charged from the next billing date. 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, and other connected services and 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 live calls or private conversations. Voice notes and videos customers send, and voicemail messages left with Missed calls, are written out as text as part of the service. If a configured process records calls 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.
Hermia’s liability to the Client is limited as set out in the Service Agreement under Limitation of Liability.