Customer Agreement

Customer Agreement

Incometra

This Customer Agreement is entered into between Incometra ("Provider") and you ("Customer") upon your registration and use of the Incometra Loan Income Audit Platform. It supplements our Terms and Conditions and Privacy Policy and governs the specific obligations and expectations between us.

1. Service Description2. Customer Responsibilities3. Data Handling Obligations4. Service Levels and Availability5. Subscription Management6. Confidentiality7. Feedback and Improvements8. Support9. Amendments10. Entire Agreement11. Your Privacy Rights (APP 12 & APP 13)12. Contact
Section 1

Service Description

Incometra provides an AI-powered document processing platform designed to assist mortgage brokers and financial professionals in Australia. The Platform extracts structured financial data from uploaded documents (including payslips, bank statements, tax returns, and identification documents) and maps the extracted data to standardised loan application form fields. Our security and privacy practices are designed in alignment with ISO/IEC 27001:2022, ISO/IEC 27701:2019, and ISO/IEC 27018:2019 in practice.

ℹ Note: The Platform is a workflow assistance tool and does not provide financial advice, credit assessments, or lending decisions.

Section 2

Customer Responsibilities

As a Customer, you agree to:

  • •Use the Platform only for its intended purpose of processing loan application documents for clients who have given their informed consent
  • •Obtain all necessary consents from your clients before uploading their documents to the Platform
  • •Verify the accuracy of all AI-extracted data before submitting any application to a lender
  • •Remain solely responsible for compliance with the National Consumer Credit Protection Act 2009 (Cth), the Australian Credit Licence obligations, and all applicable ASIC regulations
Section 3

Data Handling Obligations

You agree to the following data handling obligations, consistent with our ISO/IEC 27701:2019 (Privacy Information Management) and ISO/IEC 27018:2019 (Cloud PII Protection) aligned practices:

  • •Do not upload documents containing information about individuals who have not consented to their data being processed by an AI-powered document analysis service
  • •Inform your clients that their documents will be processed by Incometra's AI-powered platform — document content is transmitted via encrypted channels (TLS 1.2+), processed transiently, and permanently destroyed upon completion; no document content is retained by the AI processing service after analysis is complete
  • •Ensure that your use of the Platform complies with your own privacy obligations as an Australian Credit Licensee or Credit Representative

ℹ Note: Incometra maintains Data Processing Agreements (DPAs) with all third-party service providers to ensure client data is handled in accordance with the Privacy Act 1988 (Cth), Australian Privacy Principles, and our ISO/IEC 27701 aligned data processing framework. To request a copy of our DPA or our ISO compliance summary, contact [email protected].

Section 4

Service Levels and Availability

We aim to maintain Platform availability of 99.5% per calendar month, excluding scheduled maintenance windows.

  • •Scheduled maintenance will be communicated at least 24 hours in advance via email or in-app notification
  • •In the event of unplanned outages, we will endeavour to restore service within 4 hours
  • •Status updates will be communicated via our support channel at [email protected]
  • •Service credits may be available for extended outages at our discretion
Section 5

Subscription Management

Your subscription begins on the date of registration (following any applicable free trial period) and renews automatically at the end of each billing cycle unless cancelled.

  • •You may cancel your subscription at any time through your account settings
  • •Cancellation takes effect at the end of the current billing period; you will retain access until that date
  • •We do not offer refunds for partial billing periods except where required by Australian Consumer Law
Section 6

Confidentiality

Both parties agree to keep confidential any proprietary information disclosed by the other party in connection with this Agreement. Incometra's confidentiality obligations are supported by technical controls aligned with ISO/IEC 27001:2022 A.13 (Communications Security) and A.18 (Compliance).

  • •Incometra will not disclose your client data or uploaded documents to any third party except as required to provide the Service or as required by law
  • •You agree not to disclose any non-public information about the Platform's technology, pricing, or business operations
Section 7

Feedback and Improvements

We welcome feedback about the Platform. Any feedback, suggestions, or ideas you provide to us may be used by Incometra to improve the Service without any obligation to compensate you. You grant us a perpetual, irrevocable, royalty-free licence to use any feedback you provide for any purpose related to improving our products and services.

Section 8

Support

We provide email-based customer support during Australian business hours (Monday to Friday, 9:00 AM – 5:00 PM AEST).

  • •Support requests should be directed to [email protected]
  • •We aim to respond to all support requests within one business day
  • •Premium support arrangements may be available for enterprise customers upon request
Section 9

Amendments

We may amend this Agreement from time to time. We will notify you of material changes at least 14 days before they take effect. If you do not agree to the amended Agreement, you may terminate your subscription before the effective date. Continued use of the Platform after the effective date constitutes acceptance of the amended Agreement.

Section 10

Entire Agreement

This Customer Agreement, together with our Terms and Conditions and Privacy Policy, constitutes the entire agreement between you and Incometra with respect to the Platform and supersedes all prior agreements, representations, and understandings. If any provision of this Agreement is found to be unenforceable, the remaining provisions will continue in full force and effect.

Section 11

Your Privacy Rights (APP 12 & APP 13)

Under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, you have the following rights with respect to personal information held by Incometra:

  • •Access — you may request a copy of the personal information we hold about you by contacting [email protected] with the subject line 'Data Access Request'. We will acknowledge your request within 5 business days and respond in full within 30 days.
  • •Correction — if any personal information we hold is inaccurate, incomplete, or out of date, contact [email protected] with the subject line 'Correction Request'. We will correct or annotate the record within 30 days and notify you of the outcome.
  • •Deletion — you may request immediate deletion of all your personal data (including uploaded documents, audit sessions, and extracted data) via Profile > Data Erasure Request within the Platform. This action is permanent and irreversible. Alternatively, contact [email protected] with the subject line 'Erasure Request'.
  • •Portability — you may export your audit results and session history at any time from within the Platform.
  • •Complaint — if you are not satisfied with how we have handled your personal information, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or by calling 1300 363 992.

ℹ Note: We will respond to access and correction requests within 30 days as required by the Privacy Act 1988. In exceptional circumstances, we may extend this period to 60 days with written notice. We will not charge a fee for making an access or correction request.

Section 12

Contact

For any questions about this Customer Agreement, please contact us:

Governing Law

This Agreement is governed by the laws of New South Wales, Australia. Any disputes shall be subject to the exclusive jurisdiction of the courts of New South Wales.

Last updated: 30 April 2026. This Agreement may be updated periodically with notice.

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