Terms of Use

These terms apply to Ottilie’s website, app, calls and messages (the “service”). By using the service you agree to these terms and to our Privacy Policy. If you don’t agree, please don’t use the service. You must be at least 18 and able to enter into a contract.

1. What Ottilie is

Ottilie is a daily phone call and a letter home for older Australians. A warm, familiar voice rings each morning, has a real conversation, and passes on to family how the day sounded.

Ottilie is not a medical, emergency or crisis service. We don’t diagnose, treat or give medical, health, financial or legal advice, and nothing Ottilie says is a substitute for a professional. If our system picks up that a call sounded harder than usual, we may let a family member you’ve nominated know, during business hours. We do not contact 000 or emergency services. In an emergency, call 000.

2. Life admin is relay only

You can ask Ottilie to keep an ear out for the practical things — groceries running low, a script waiting at the chemist, a lift to bowls, a dripping tap, a bill that arrived, a parcel, the animals, a birthday coming up. When something comes up, Ottilie notices it, remembers it and passes it on to you.

That is the whole of it. Ottilie does not book, buy, pay for or order anything, does not arrange transport or deliveries, and does not act on anyone’s behalf. What happens next is up to you and your family. Ottilie also never comments on the amount of a bill or on anyone’s money.

3. Your account

• Give accurate information and keep it up to date.
• Keep your login details secure, and take responsibility for what happens under your account.
• Don’t impersonate anyone or provide false information.

4. Setting up calls for someone else

Most families set Ottilie up for a parent or older relative. If you set up the service for someone else, you confirm you have their agreement for Ottilie to call them, for the calls to be recorded, and for the people you nominate to receive letters and updates.

5. Subscriptions and payments

• Plans start at $49 a month, with the beta opening 1 September and fourteen days free.
• Founding members keep their price for as long as they stay, whatever we charge later.
• Subscriptions renew automatically until you cancel. You can cancel any time from your account or by emailing us; your plan runs to the end of the paid period.
• Fees are otherwise non-refundable except where the law requires, including your rights under the Australian Consumer Law.

6. Using the service properly

Please don’t:

• misuse, copy, reverse-engineer or resell the service;
• use it to send spam, threats or unlawful content;
• record or share Ottilie’s voice or output without our consent;
• provide false information or try to get around our security or controls.

7. Recordings, AI and communications

Calls are recorded and turned into transcripts, and we use automated processing to write the letter home, remember what matters, and notice when a day sounds harder than usual. You consent to this processing, and to us storing recordings and transcripts as described in our Privacy Policy.

By using the service you agree to receive calls and messages from Ottilie at the numbers you give us. Standard carrier charges may apply. You can opt out of marketing messages at any time by replying STOP or contacting us; we’ll still send messages needed to run the service.

8. Health and safety

Ottilie is for connection and company, not clinical care. Anything Ottilie says is for general information only, is not medical advice, and shouldn’t be used to make health decisions or replace a qualified professional. If you feel unwell or unsafe, or it’s an emergency, call 000 or seek help immediately. Support is also available from Lifeline on 13 11 14 and MensLine on 1300 78 99 78.

9. Intellectual property

The software, voices, written content and design of the service belong to Ottilie. You may not copy, reproduce, distribute or make derivative works from them without our written permission.

10. Ending the service

You can stop using Ottilie at any time by cancelling. We may suspend or end your access if you break these terms, misuse the service, or if we reasonably believe continued use may cause harm.

11. Our responsibility to you

Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded. Ottilie comes with guarantees that cannot be excluded under that law.

To the extent the law allows, we are not liable for indirect or consequential loss, and where our liability can be limited, it is limited to re-supplying the service or paying the cost of having it re-supplied. Ottilie is not an emergency or medical service, and to the extent the law allows we are not responsible for outcomes that a monitored or clinical service would be needed to prevent.

12. Privacy

Our Privacy Policy explains what we collect, how we use and share it, and your rights under Australian privacy law. By using the service you confirm you’ve read and agree to it.

13. Complaints and disputes

Most things can be sorted quickly — please email us first and we’ll do our best to make it right. If we can’t resolve it between us, either of us can pursue the matter through the courts or an appropriate dispute-resolution or consumer body.

14. Governing law

These terms are governed by the laws of Australia and the state or territory in which Ottilie operates, and the courts there have jurisdiction.

15. Changes

We may update these terms from time to time. The “Last updated” date at the top shows the current version, and continuing to use the service after a change means you accept the updated terms.

16. Contact

Email [email protected]. Our business details, including our ABN and registered address, are available on request.