Terms of service

These terms govern your use of the ChillSense cold chain monitoring platform, the ChillSense hardware (hubs and sensors), and the chillsense.com.au website. By purchasing hardware, subscribing to a monitoring plan, or using the platform you agree to these terms.

These terms sit alongside our privacy policy, which describes how we handle your personal information and customer telemetry.

These are the public terms; for any conflict between this page and a signed commercial agreement we have with you, the signed agreement controls.

1. Who you are dealing with

"ChillSense", "we", "us", and "our" refer to the legal entity operating the ChillSense platform. Contact details are on the About page.

"You" and "your" refer to the customer business that purchases hardware or subscribes to the platform. Where an individual signs up on behalf of a business, that individual confirms they are authorised to bind the business to these terms.

2. What the platform does

ChillSense provides cold chain monitoring software and hardware as described on the features and solutions pages. The platform is intended as a monitoring and evidence layer that supports your food safety and operational practices; it is not a substitute for a written food safety plan, a refrigeration maintenance contract, or (for medication storage) a TGA-certified primary control system. See the HACCP reporting section of the features page and the aged care solutions page for the boundaries.

We continuously develop the platform. Features may change, and feature availability is described on the live website at any given time. Material reductions to feature scope on active subscriptions will be notified in advance.

3. Accounts

You are responsible for:

• Keeping your account credentials confidential.
• The activity of users you invite into your account.
• Maintaining accurate billing and notification-contact details.

We are responsible for:

• Authenticating users via our identity provider.
• Authorising every API call against the requesting user's customer scope.
• Logging administrative access by ChillSense staff for audit.

If you suspect unauthorised access to your account, notify us immediately at sales@chillsense.com.au.

4. Hardware

4.1 Sale and ownership

You purchase ChillSense hardware (hub, sensor, and the bundle packs) outright at the prices listed in the shop (GST as marked). Title transfers on shipment.

4.2 Warranty

ChillSense hardware is covered by a standard 12-month replacement warranty from the date of delivery. The warranty covers manufacturing defects and normal-operating-condition failures. It does not cover:

• Damage caused by misuse, drops, fire, or liquid ingress beyond normal cold-chain operating conditions.
• Damage caused by use outside the documented operating envelope.
• Cosmetic wear that does not affect function.
• Batteries that have reached normal end-of-life.

To make a warranty claim, contact us with the affected hardware label/identifier and a description of the issue; we will arrange replacement.

4.3 Rights under Australian Consumer Law

Nothing in these terms excludes, restricts, or modifies any guarantee, right, or remedy that you may have under the Australian Consumer Law or any other Australian statute that cannot be lawfully excluded.

5. Subscriptions

5.1 Plans

The monitoring subscription products are listed in the shop: single-sensor, 3-sensor, 6-sensor, and 12-sensor packs, each available as Monthly or Yearly billing on the same product page. You select the cadence on the subscription product page at checkout.

5.2 Payment terms

All subscription invoices are payable immediately ("Immediate Payment" in Odoo terms). The line is paid at checkout or on auto-charge of your saved payment method. We do not offer N-day net terms on monthly or yearly subscription invoices in the standard catalogue.

5.3 Cancellation

• Monthly plan: you may cancel any monthly subscription line at any time. Cancellation takes effect at the end of the current billing period; the sensor stops reporting at that time and you are not billed again. No partial refunds for the current period.
• Yearly plan: billed once a year in advance on a date that locks in at first purchase. Mid-term refunds are not provided. You can disable auto-renewal at any time; the subscription will then not renew at the end of the current year.
• Reactivation: Sensors without an active monitoring line stop reporting. Their previous data and assigned asset records are preserved for a reasonable period in case you reactivate.

5.4 Price changes

We may change subscription prices for new purchases at any time. Price changes that affect existing active subscriptions will be notified at least 30 days in advance via the listed account contact; if you do not accept the change, you may cancel without penalty at the end of the current billing period.

5.5 Down-grade and up-grade

To change the number of sensors covered mid-cycle, cancel the current pack at the end of the period and re-subscribe to the right size (or combine a smaller pack with singletons). See the live shop catalogue for the canonical configurations and any volume-discount breakpoints.

6. Service availability

We aim for high availability but do not guarantee uninterrupted service. The platform is provided on an "as-is" basis subject to the warranties below.

• Brief outages for maintenance are expected and will be communicated where practical in advance.
• Brief sensor- or hub-side outages caused by your local Wi-Fi or power are not platform outages; the hub buffers readings locally and forwards when connectivity returns.
• Material multi-hour cloud-side outages will be communicated via our standard status channels and (for active customers) via the listed account contact.

7. Acceptable use

You agree not to:

• Use the platform to monitor assets in a manner that infringes a third party's rights (for example, deploying sensors in premises you do not have authorisation to instrument).
• Attempt to access another customer's data or to circumvent the platform's per-customer isolation.
• Reverse-engineer the platform or hardware beyond what is permitted by Australian law.
• Use the platform to facilitate criminal activity or to evade lawful regulatory requirements.
• Probe, scan, or attack the platform infrastructure other than via a published responsible-disclosure channel.

We may suspend or terminate accounts that breach these requirements, with notice where the breach is recoverable and without notice where the breach is serious.

8. Customer data

Your customer telemetry, configuration, incident records, and HACCP reports remain yours. By using the platform you grant us a non-exclusive licence to process this data for the purposes set out in the privacy policy — principally to operate the platform, support you, comply with our legal obligations, and improve the platform (including training the AI models that power drift detection and energy insights) in aggregate, anonymised form.

You may export your generated HACCP reports at any time from the dashboard. For raw-data exports (CSV / JSON), contact support via getting support.

9. Disclaimers and limitation of liability

To the maximum extent permitted by law (and subject always to your rights under the Australian Consumer Law):

• The platform is provided on an "as-is" and "as-available" basis.
• We do not warrant that the platform will be uninterrupted, error-free, or that all defects will be corrected.
• We are not liable for indirect, incidental, special, consequential, or punitive damages, including lost profits or loss of stock value attributable to events the platform did or did not surface.
• Our total liability to you in connection with the platform in any 12-month period is capped at the fees you paid us for the platform in that period.

These limits do not exclude liability for fraud, wilful misconduct, or any other liability that cannot be excluded by law.

10. Indemnity

You agree to indemnify us against any claim arising from your breach of these terms, your misuse of the platform, or your unlawful use of customer data exported from the platform.

11. Termination

These terms continue while you have any active subscription, account, or hardware warranty entitlement with us. We may terminate for material, unremedied breach. You may terminate by closing all active subscriptions and notifying us. Surviving sections (limitation of liability, indemnity, applicable law, data retention) continue after termination.

12. Governing law

These terms are governed by the laws of the Australian state in which our registered office is located. The courts of that state have non-exclusive jurisdiction over disputes arising from these terms.

13. Changes to these terms

We may update these terms from time to time. When we make a substantive change, we will publish a notice on this page and (for active customers) email the listed account contact at least 30 days in advance for changes that materially affect your rights. The "Last updated" date at the top of this page reflects the most recent change.