Operator: Xelora Pty Ltd (ACN 692 975 107, ABN 96 692 975 107), incorporated in Australia on 18 November 2025, trading as Xelora Last updated: 2026-05-09
1. Why this document exists
This document explains the rights you have under the Australian Consumer Law (ACL) — Schedule 2 of the Competition and Consumer Act 2010 (Cth) — when you buy services from Xelora Pty Ltd. These are statutory rights that apply automatically. They cannot be excluded, restricted, or modified by the Terms of Service, the Refund and Cancellation Policy, or any other contract.
If anything in our other policies appears to contradict the ACL, the ACL prevails to the extent of the inconsistency.
2. When ACL consumer guarantees apply to you
The consumer guarantees in the ACL generally apply when: - you are a “consumer” within the meaning of section 3 of the ACL — broadly, where the services are of a kind ordinarily acquired for personal, domestic, or household use, or the price was AUD $100,000 or less; and - the services are not acquired for the purpose of resupply or for using them up in the course of producing or manufacturing other goods.
Most Xelora customers — including small businesses, freelancers, and individuals buying website-builder plans, AI Builder subscriptions, and domain services — meet this definition. Larger enterprise contracts may fall outside the ACL.
3. The consumer guarantees that apply to our services
When the ACL applies, the following statutory guarantees apply to the Services:
3.1 Due care and skill (s 60 ACL)
We must perform the Services with the care and skill that a competent provider would use.
3.2 Fitness for a disclosed purpose (s 61(1) ACL)
If you tell us, expressly or by implication, the particular purpose for which the Services are required, the Services and any associated product must be reasonably fit for that purpose.
3.3 Reasonable result (s 61(2) ACL)
The Services and any associated product must be of such a nature, and quality, state, or condition, that they might reasonably be expected to achieve the result you make known to us.
3.4 Reasonable time for supply (s 62 ACL)
Where no time has been agreed, the Services must be supplied within a reasonable time.
4. Remedies if a guarantee is not met
4.1 Major failure
A “major failure” includes situations where: - the Services have a problem that would have stopped you from buying them if you had known about it; - the Services are substantially unfit for their common purpose and cannot easily be made fit within a reasonable time; - the Services do not meet a specific purpose you told us about and cannot easily be fixed within a reasonable time; or - the supply of the Services creates an unsafe situation.
If there is a major failure, you can choose to: - cancel the contract and obtain a refund for any unused portion, or - keep the contract and seek compensation for the difference in value between the Services as supplied and as they should have been; and - in either case, claim compensation for any other reasonably foreseeable loss or damage.
4.2 Non-major failure
If the failure is not “major”, we are entitled to choose between: - fixing the problem within a reasonable time at no cost to you; or - if we refuse, fail, or take an unreasonable time to fix it, you can: - get the failure fixed elsewhere and recover the reasonable cost from us; or - cancel the contract and obtain a refund for any unused portion.
4.3 Compensation for consequential loss
You may also claim compensation for damages or loss that was reasonably foreseeable as a result of the failure, subject to ordinary rules of causation and remoteness.
5. Limitation of liability for non-major failures
5.1 The ACL allows us, where the Services are not of a kind ordinarily acquired for personal, domestic, or household use, to limit our liability for failure to meet a non-major consumer guarantee to (at our option): (a) supplying the Services again; or (b) paying the cost of having the Services supplied again.
5.2 Where lawful, our liability for non-major failures is so limited. This limitation does not apply where the Services are of a kind ordinarily acquired for personal, domestic, or household use.
5.3 Nothing in this section limits or excludes liability for major failures, liability that cannot be limited under the ACL (e.g. for personal injury caused by goods), or liability arising from fraud, gross negligence, or wilful misconduct.
6. AI-generated content — what we guarantee and what we don’t
6.1 We guarantee that the AI Builder service will be provided with due care and skill — for example, that the platform will be available, the prompts will be processed, and the results will be returned to you.
6.2 We do not guarantee that any specific AI Output will be: - factually accurate; - free from third-party intellectual property claims; - non-infringing of moral rights; - of a particular tone, style, or quality; - non-offensive; or - suitable for publication without your review.
6.3 You are responsible for reviewing AI Output before publication. The AI Builder is a productivity tool, not a substitute for professional advice (legal, medical, financial, or otherwise).
7. Misleading or deceptive conduct (s 18 ACL)
We do not engage in conduct that is misleading or deceptive or likely to mislead or deceive. If you believe a representation we have made is misleading, contact us at support@xelora.host.
8. Unfair contract terms
The ACL contains protections against unfair contract terms in standard-form consumer and small-business contracts (Part 2-3 ACL). We have drafted our contracts with these protections in mind. If you consider any term to be unfair, please tell us — and you may also have legal recourse before a court or tribunal.
9. How to make a claim
Send claims to support@xelora.host with: - your account ID; - a description of the problem; - when the problem started; - what outcome you are seeking; - supporting evidence (screenshots, error messages, invoices).
We aim to respond within 5 business days and to reach a resolution promptly.
10. External help
If we cannot resolve your concern, you may seek help from: - NSW Fair Trading — https://www.fairtrading.nsw.gov.au — 13 32 20 - Australian Competition and Consumer Commission (ACCC) — https://www.accc.gov.au — 1300 302 502 - the relevant State or Territory consumer protection agency in your jurisdiction; or - a court or tribunal of competent jurisdiction.
You do not need our consent to pursue these channels and we will not retaliate against customers who exercise their statutory rights.
11. Updates
We may update this document. The “last updated” date at the top reflects the current version.