Effective: May 21, 2026. This Master Service Agreement governs the enterprise relationship between Trillet and its customers.
This Master Service Agreement ("MSA" or "Agreement") is entered into by and between Zerodue AI Pty Ltd (ABN 62 681 053 789; ACN 681 053 789), an Australian private company trading as Trillet AI ("Trillet," "we," "us," or "our"), and the entity identified in the applicable Order Form or statement of work ("Customer," "you," or "your"). This MSA, together with all Order Forms, statements of work, addenda, and incorporated policies, constitutes the entire agreement between the parties with respect to the Services.
By signing an Order Form, executing a statement of work, accessing the Services, or otherwise indicating acceptance of this MSA, Customer agrees to be bound by its terms.
Trillet is an enterprise-grade voice AI platform that automates complex call operations. It goes beyond basic call answering by connecting with live systems to verify caller identities, pull CRM context, and execute tasks like securing bookings and resolving cases.
Customer is a business entity that wishes to access and use Trillet's platform, APIs, tooling, professional services, and related offerings under the commercial terms set out in one or more Order Forms executed pursuant to this MSA.
This MSA establishes the master framework governing the relationship. Specific commercial terms — including subscription tier, seat counts, usage limits, fees, service scope, professional services, data commitments, and support obligations — are set out in Order Forms or statements of work executed by both parties. This MSA does not itself create payment obligations; those arise from executed Order Forms.
Trillet's business address is: Zerodue AI Pty Ltd trading as Trillet AI, The Commons Cremorne, 10-20 Gwynne St, Cremorne VIC 3121, Australia.
Customer may access the Services by executing one or more Order Forms pursuant to this MSA. Each Order Form is incorporated into and governed by this MSA. Order Forms may specify subscription tiers, usage limits, seat counts, telephony add-ons, Professional Services, custom terms, data commitments, support levels, and any other commercial or technical parameters agreed by the parties.
In the event of a conflict between this MSA and an Order Form, the Order Form controls only with respect to the specific commercial terms, scope, fees, delivery schedule, service levels, data commitments, or special conditions stated in that Order Form. This MSA governs all other matters, including platform use, intellectual property, confidentiality, data responsibilities, disclaimers, liability, and general legal terms.
Where a Regulated Customer Addendum, Data Processing Agreement, Business Associate Agreement, Standard Contractual Clauses, security addendum, or other compliance addendum is executed between the parties, the precedence rule in that addendum governs the subject matter it covers.
Trillet's standard Terms of Service and Privacy Policy are incorporated into this MSA by reference to the extent not expressly superseded by a signed Order Form or addendum. In the event of conflict between the Terms of Service and this MSA, this MSA controls.
Subject to Customer's compliance with this MSA and timely payment of all fees, Trillet grants Customer a limited, non-exclusive, non-transferable, non-sublicensable right to access and use the Services during the applicable Subscription Term, solely for Customer's internal business purposes and as permitted by the applicable Order Form and Documentation.
Customer may permit its employees and authorized contractors to access and use the Services on Customer's behalf, provided Customer remains responsible for their compliance with this MSA. Customer may not share access credentials or accounts in a way that circumvents plan limits, seat requirements, or security controls.
The rights granted do not include the right to: resell or sublicense the Services without a separate agency or reseller agreement; use the Services to build a competing product; reverse engineer, decompile, or disassemble any component of the Services; or access the Services by automated means except through authorized APIs.
Where Customer's Order Form includes agency, white-label, or sub-account rights, Customer may configure and manage AI Agents for its own clients within the scope of those rights, subject to this MSA and the applicable Order Form terms.
Customer is responsible for all use of the Services under its account, including activity by its employees, contractors, sub-accounts, and End Users.
Customer shall:
Customer is responsible for its own client contracts, deliverables, compliance obligations, support commitments, and marketing claims with respect to its use of the Services and any AI Agents configured through the Services.
Customer shall pay all fees specified in applicable Order Forms. Fees may include subscription fees, usage fees, telephony fees, messaging fees, phone-number fees, professional services fees, support fees, add-on fees, and pass-through provider charges.
Unless an Order Form states otherwise:
All fees paid are non-refundable except as expressly stated in an Order Form or as required by applicable law. Refund guarantees, if any, are stated on the applicable Order Form or checkout page.
If Customer disputes an invoice in good faith, Customer must provide written notice of the specific amounts disputed and the basis for the dispute before the invoice due date. Undisputed amounts remain payable on time.
Trillet and its licensors own all right, title, and interest in and to the Services, including software, APIs, models, templates, orchestration logic, platform architecture, system designs, tooling, documentation, interfaces, analytics, and all related intellectual property. No rights are granted to Customer in the Services except as expressly stated in this MSA or an applicable Order Form.
As between Trillet and Customer, Customer owns Customer Data. Customer grants Trillet a worldwide, non-exclusive license to use Customer Data as necessary to provide, operate, secure, support, and improve the Services during the term of this MSA and as permitted by applicable Order Forms and addenda.
As between Trillet and Customer, Customer owns the AI Output generated for Customer's account, subject to compliance with this MSA and applicable law. This ownership extends to AI Output but not to Trillet's underlying platform, models, templates, system messages, or other Trillet intellectual property embedded in or used to produce the AI Output.
Trillet does not use Customer Data to train or fine-tune any generalized model without Customer's express written opt-in. Trillet may use aggregated, anonymized, or de-identified data for analytics, benchmarking, and platform improvement, provided it does not identify Customer, Customer's clients, or any individual.
Unless a SOW expressly assigns ownership, Professional Services result in configuration rights and access rights, not a transfer of Trillet's underlying technology, platform logic, templates, agent frameworks, integrations, or implementation know-how.
If Customer provides feedback, suggestions, or ideas relating to the Services, Customer grants Trillet an irrevocable, royalty-free, worldwide license to use that feedback in the Services without restriction or compensation.
Each party ("Receiving Party") may receive Confidential Information from the other party ("Disclosing Party") in connection with this MSA. The Receiving Party shall: (a) hold Confidential Information in strict confidence using at least the same care it uses to protect its own confidential information, but no less than reasonable care; (b) not disclose Confidential Information to any third party without the Disclosing Party's prior written consent, except to employees, contractors, and advisors who need to know it and are bound by confidentiality obligations at least as protective as this MSA; and (c) use Confidential Information only to perform obligations or exercise rights under this MSA.
Confidential Information does not include information that: (a) is or becomes publicly available through no breach of this MSA; (b) was already known to the Receiving Party without restriction at the time of disclosure; (c) is independently developed by the Receiving Party without use of the Disclosing Party's Confidential Information; or (d) is lawfully received from a third party without restriction.
The Receiving Party may disclose Confidential Information if required by law, regulation, court order, or government request, provided it gives prompt written notice to the Disclosing Party (to the extent legally permitted) and cooperates with the Disclosing Party's efforts to seek a protective order or other appropriate relief.
The confidentiality obligations in this Section survive termination of this MSA for five years. Obligations with respect to trade secrets continue for as long as such information remains a trade secret under applicable law.
Trillet's collection and use of personal information is governed by its Privacy Policy, which is incorporated by reference.
To the extent Trillet processes personal information on behalf of Customer, Customer is the controller (or equivalent) and Trillet is the processor (or equivalent). Customer is responsible for determining the lawful basis, purposes, scope, notices, consents, and instructions for such processing. A Data Processing Agreement, Business Associate Agreement, or other applicable privacy addendum must be executed before Customer uses the Services for processing that requires such an agreement.
Customer shall not submit protected health information, payment-card data, government-issued identifiers, biometric data, children's personal data, or other sensitive regulated data to the Services without the applicable addendum, written authorization, and appropriate security controls.
Trillet will implement commercially reasonable administrative, technical, and organizational measures designed to protect the Services and Customer Data from unauthorized access, disclosure, alteration, or destruction. Current security evidence is available through Trillet's Trust Center at security.trillet.ai or upon request.
Where the Services involve processing of personal information, Trillet will notify affected Customers without undue delay and, where feasible, within 72 hours of confirming a security incident involving unauthorized access to Customer Data, unless legal restriction or active investigation requires delay.
Security certifications, service levels, data residency, dedicated infrastructure, and compliance commitments apply only as expressly stated in a signed Order Form, SOW, or security addendum.
Trillet does not sell Customer Data to third parties.
Trillet represents and warrants that:
Customer's sole remedy for a breach of the foregoing performance warranty is for Trillet to use commercially reasonable efforts to correct the non-conformance, or if Trillet cannot do so within a reasonable time, to refund any prepaid fees for the affected period of non-performance. This remedy is exclusive and subject to the limitation of liability in Section 12.
Customer represents and warrants that:
Except as expressly stated in Section 10.1, the Services are provided "as is" and "as available." Trillet disclaims all warranties, express, implied, statutory, or otherwise, including warranties of merchantability, fitness for a particular purpose, title, non-infringement, uninterrupted or error-free operation, accuracy, and suitability for a particular business outcome. Trillet does not warrant that AI Output will be accurate, complete, legally compliant, or suitable for any specific purpose, or that the Services will produce any particular revenue, operational, or business result.
Some jurisdictions provide mandatory rights that cannot be excluded. Nothing in this MSA excludes, restricts, or modifies any non-excludable guarantee or right under applicable law.
Trillet will defend Customer against third-party claims alleging that the Services, as provided by Trillet and used by Customer in accordance with this MSA, infringe a third party's patent, copyright, trademark, or trade secret rights, and will pay damages and reasonable attorneys' fees finally awarded or agreed by Trillet in settlement. Trillet has no obligation under this Section for claims arising from: Customer Data; Customer-provided scripts, prompts, or instructions; modifications to the Services not made by Trillet; use of the Services in combination with materials not provided by Trillet; use of the Services outside the Documentation or applicable Order Form; or continued use after Trillet provides a non-infringing alternative. If such a claim arises, Trillet may procure a right to continue, modify to be non-infringing, or terminate the affected Services and refund prepaid fees for the unused term. This Section states Trillet's entire liability for IP infringement claims.
Customer shall indemnify, defend, and hold harmless Trillet and its officers, directors, employees, and contractors from claims, damages, liabilities, fines, and expenses (including reasonable attorneys' fees) arising from: (a) Customer Data, scripts, workflows, campaigns, or Customer-configured AI Agents; (b) Customer's violation of this MSA or applicable law; (c) Customer's failure to obtain required consents or comply with telecommunications, privacy, recording, or marketing laws; (d) claims by Customer's End Users, clients, or employees arising from Customer's use of the Services; or (e) Customer's products, services, or business operations.
The indemnified party shall: (a) give prompt written notice of any claim; (b) grant the indemnifying party control of the defense and settlement; and (c) provide reasonable cooperation. The indemnifying party shall not settle a claim in a way that imposes obligations on the indemnified party without written consent.
To the maximum extent permitted by law, neither party will be liable to the other for indirect, incidental, special, consequential, exemplary, or punitive damages, including lost profits, lost revenue, loss of goodwill, loss of data, or business interruption, even if advised of the possibility of such damages.
To the maximum extent permitted by law, Trillet's total cumulative liability arising out of or related to this MSA and all Order Forms will not exceed the greater of: (a) the total fees paid by Customer to Trillet in the 12 months immediately preceding the event giving rise to liability; or (b) AUD $500.
The limitations in this Section apply regardless of the theory of liability — whether contract, tort, negligence, strict liability, warranty, statute, or otherwise — and even if a limited remedy fails of its essential purpose. They do not apply to: (a) indemnification obligations; (b) a party's breach of confidentiality; (c) a party's intentional misconduct or gross negligence; or (d) obligations that cannot be limited under applicable law.
Where a Regulated Customer Addendum is executed, the liability terms in that Addendum govern the subject matter it covers.
Nothing in this MSA excludes, restricts, or modifies any guarantee, right, or remedy that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other applicable non-excludable law.
Where Trillet is permitted to limit its liability for breach of a non-excludable guarantee, Trillet's liability is limited, at Trillet's option, to: (a) re-supplying the Services; or (b) paying the cost of having the Services re-supplied.
This MSA commences on the Effective Date and continues until the expiration or termination of all Order Forms executed under it, unless earlier terminated as provided in this Section.
Either party may terminate this MSA or any Order Form:
Trillet may immediately suspend or terminate access if Customer: fails to pay undisputed fees within 15 days of written notice; uses the Services in a manner that creates legal, security, carrier, regulatory, or reputational risk; violates applicable law; or acts in a manner that may harm Trillet, End Users, or third parties.
Upon termination: (a) Customer's right to access and use the Services ends immediately; (b) Customer remains liable for all fees accrued before termination; (c) each party shall promptly return or destroy the other's Confidential Information upon request; and (d) Trillet will provide Customer with a reasonable opportunity to export available Customer Data for 30 days after termination unless legal or security reasons prevent it.
Sections 7 (Intellectual Property), 8 (Confidentiality), 9 (Data Protection), 12 (Limitation of Liability), 13 (Australian Consumer Law), 16 (Governing Law), and any accrued payment obligations survive termination.
This MSA, together with all executed Order Forms, SOWs, and addenda, constitutes the entire agreement between the parties regarding the Services and supersedes all prior negotiations, representations, and understandings. No purchase order, vendor portal term, or other Customer document modifies this MSA unless Trillet expressly agrees in a signed writing.
Trillet may update this MSA from time to time. For material changes, Trillet will provide at least 60 days' written notice. Material changes are effective at the next Order Form renewal or 60 days after notice, whichever is later, unless the change is required by law, carrier rule, or security necessity. For signed Order Forms, the version of the MSA in effect at the time of signing governs that Order Form unless the parties agree otherwise.
Customer may not assign or transfer this MSA, any Order Form, or any rights or obligations without Trillet's prior written consent. Trillet may assign this MSA in connection with a merger, acquisition, reorganization, or sale of substantially all assets. Any purported assignment in violation of this Section is void.
Neither party is liable for delay or failure caused by events beyond reasonable control, including natural disasters, acts of government, internet or infrastructure failures, cloud-provider outages, carrier failures, model-provider failures, or other force-majeure events. Payment obligations are not excused by force majeure.
If any provision of this MSA is held unenforceable, it will be modified to the minimum extent necessary to make it enforceable, and the remaining provisions remain in effect. Failure to enforce any provision is not a waiver of that provision.
Notices required under this MSA shall be in writing and delivered by email (with confirmation) or internationally recognized courier to the addresses in the applicable Order Form. Trillet notices to Customer may also be provided by in-product notice or posting to the website for non-legal matters.
Trillet may not use Customer's name or logo in public marketing materials without prior written consent from Customer. Customer may opt out of any such use by written notice, effective within a reasonable time.
Each party represents that it is not located in, organized under, or subject to the laws of a sanctioned jurisdiction, and is not listed on any applicable government restricted-party list. Neither party shall use the Services in violation of export-control, sanctions, anti-bribery, or anti-corruption laws.
This MSA is governed by the laws of Victoria, Australia, without regard to conflict-of-law principles, unless a signed Order Form or addendum specifies a different governing law.
Before initiating formal proceedings, the parties agree to attempt good-faith resolution of any dispute by escalating the matter to a senior representative of each party, allowing at least 20 business days for resolution.
If a dispute is not resolved through good-faith negotiation, it shall be submitted to mediation administered by the Australian Disputes Centre (or another mutually agreed mediator) before either party may initiate court proceedings, unless a party seeks urgent interlocutory relief.
Any legal proceedings arising out of or relating to this MSA shall be brought exclusively in the courts of Melbourne, Victoria, Australia. Each party consents to the exclusive jurisdiction and venue of those courts.
Disputes must be brought on an individual basis only — not as a plaintiff or class member in any class, collective, or representative action, to the extent permitted by applicable law.
Questions about this MSA, Order Forms, or enterprise arrangements may be directed to:
By email: support@trillet.ai
By mail:
Zerodue AI Pty Ltd trading as Trillet AI
The Commons Cremorne
10-20 Gwynne St
Cremorne VIC 3121
Australia