Terms of Service

Braid connects to the systems a venue already uses (point of sale, rostering, inventory, accounting, bookings, reviews and social messaging) and presents analysis, reporting and day-to-day operational tools in one place. Available features depend on the venue's plan and on which third-party accounts it chooses to connect.

We provide the service on an ongoing basis and may change or improve features over time. We will not remove a materially significant feature without reasonable notice to the venue.

A venue is responsible for the accounts it creates, for the permissions it grants its staff, and for activity that occurs under those accounts. Each person must use their own login. Keep credentials confidential and tell us promptly if you believe an account has been compromised.

Access to information inside Braid is controlled by the venue's own permission settings. Setting those appropriately, particularly for employee and financial information, is the venue's responsibility.

When a venue connects a third-party account, it authorises Braid to access that account on its behalf, within the permissions granted, in order to provide the features that depend on it. A venue may disconnect any connected account at any time from within Braid, or from the third-party service's own settings.

Third-party services are operated independently of Braid and are subject to their own terms. We are not responsible for their availability, accuracy or changes they make to their platforms.

Where a venue connects an Instagram professional account, Braid is used as a shared team inbox so staff can read and reply to direct messages the venue receives. This channel is strictly reactive: Braid is used only to respond to people who have messaged the venue first, and must not be used to send unsolicited, bulk or marketing messages.

Instagram enforces a standard 24-hour window for replies, extended to seven days where a human staff member is responding to a customer's support request. Braid enforces these limits. Venues must not attempt to circumvent them, and must not use the human-agent path for promotional content. Misuse may result in suspension of the messaging feature or of the account.

Use of this feature is additionally subject to Meta's Platform Terms and Developer Policies.

Parts of Braid use automated processing to summarise data, draft suggested text and highlight patterns. These outputs are assistance, not advice, and can be wrong. A person reviews and approves anything that is sent, published or acted upon. Venues remain responsible for decisions made using the service, including any decision affecting an employee, a customer or the venue's finances.

Braid does not provide legal, accounting, tax, financial or employment advice. Where the service references awards, wage rates or compliance obligations, those are operational aids and are not a substitute for professional advice.

Data a venue brings to Braid, or that Braid collects on the venue's behalf from its connected accounts, remains the venue's data. The venue determines how that data is used; Braid processes it on the venue's instructions in order to provide the service, and for no other purpose. We do not sell it, and we do not use it for advertising.

We may use aggregated, de-identified information that cannot reasonably identify a venue, an employee or a customer to operate and improve the service.

On request, and on termination, we will delete or de-identify a venue's data in line with the retention periods set out in our Privacy Policy.

Venues and their staff must not:

use the service unlawfully or in breach of a third-party platform's terms; upload data they lack the right to provide; attempt to access another venue's data; probe, scrape or interfere with the service or its infrastructure; or use the service to send unsolicited messages.

We aim to keep Braid available and accurate, but we do not guarantee uninterrupted service. Features that depend on a third-party connection can be affected by that provider's availability, rate limits or changes. Planned maintenance that requires downtime will be notified in advance where practicable.

Nothing in these terms excludes rights under the Australian Consumer Law that cannot lawfully be excluded. Subject to that, Braid is provided on an “as is” basis, and to the extent permitted by law our liability arising out of or in connection with the service is limited to resupplying the service or refunding the fees paid for it in the twelve months before the relevant claim. We are not liable for indirect or consequential loss, including lost profits or lost data, to the extent the law permits us to exclude it.

A venue may stop using Braid and close its account at any time. We may suspend or terminate access where these terms are materially breached, where required to comply with a third-party platform's rules, or where use of the service poses a security or legal risk. Where practicable we will give notice and an opportunity to remedy first.

We may update these terms as the service develops. Where a change materially affects a venue's rights we will give reasonable notice. Continued use after a change takes effect constitutes acceptance.

These terms are governed by the laws of Victoria, Australia, and the parties submit to the non-exclusive jurisdiction of its courts.

Questions about these terms can be sent to Braid AI Pty Ltd at the address published on our website.