Terms of Service

1. About Songline

Songline is operated by Dyna Solutions Pty Ltd (ABN 61 622 540 050), trading as Songline Journey, a technology company based in Australia. We provide a software platform that enables registered migration agencies to manage client journeys, track visa application milestones, store documents, and communicate with applicants through a mobile and web application.

These Terms of Service govern your use of the Songline platform, including the mobile app, web app (PWA), and any related services (collectively, "the Service").

1.1 Definitions

In these Terms, the following words have the meanings set out below:

• Agency — a registered migration agency that subscribes to Songline to manage their clients;
• Applicant — a visa applicant who accesses Songline via the mobile or web app by invitation from their Agency;
• Agent — a staff member of an Agency who uses the Songline admin panel with standard permissions (view and manage assigned clients);
• Admin Agent — a staff member of an Agency with elevated admin panel permissions, including managing other agents, agency settings, and all clients;
• Super Admin — a Songline Journey administrator with platform-wide access, responsible for onboarding agencies and managing platform settings;
• Sunny — the AI assistant built into the Songline app (see Section 5);
• We / Us / Songline — Songline Journey.

2. Acceptance of Terms

By accessing or using Songline, you confirm that you:

• Are at least 18 years of age;
• Have read, understood, and agree to be bound by these Terms;
• Have read and consent to our Privacy Policy;
• Have authority to enter into this agreement on behalf of yourself or your organisation.

If you do not agree to these Terms, do not use the Service.

3. The Service

Songline provides the following core functionality:

• Journey tracking — milestone-based progress tracking for visa applications organised into stages and tasks;
• Document management — secure upload and storage of supporting documents;
• Communication — in-app messaging between applicants and their agency;
• AI assistant (Sunny) — a conversational assistant that can answer general questions about the migration process (see Section 5);
• Processing time information — indicative Department of Home Affairs processing times sourced from publicly available data;
• Payment processing — facilitation of agency fee payments via Stripe or bank transfer (payments go directly to the agency, not to Songline). Agencies may set up payment installments for contracts requiring multiple payments;
• Invoice delivery — when a payment is recorded, an invoice PDF is generated via Xero (if connected) and emailed to you in your preferred language, with a copy to your agency's records;
• Meeting booking — scheduling and video meetings between applicants and their agency, facilitated through Microsoft Teams where the agency has enabled this integration;
• E-signatures — electronic document signing facilitated through SignNow where the agency has enabled this integration;
• Push notifications — mobile notifications to keep you informed of journey updates, task deadlines, and messages from your agency;
• Forms — structured data collection forms created by your agency to gather information required for your visa application.

We reserve the right to modify, suspend, or discontinue any feature of the Service at any time with reasonable notice.

4. Accounts and Security

4.1 Invite-Only Access

Applicant accounts are created by invitation only, issued by a registered migration agency. You cannot self-register as an applicant on Songline. Your agency may initially create your record as a candidate (prospective client) and later promote you to a full client with an invitation to set up your account. Your agency may also revert your status back to candidate if needed — in that case, your portal access will be suspended but all your data is preserved.

4.2 Account Credentials

You are responsible for maintaining the confidentiality of your login credentials. You agree to notify your migration agency immediately if you suspect unauthorised access to your account. Songline is not liable for any loss resulting from unauthorised access due to failure to protect your credentials.

4.3 Accurate Information

You agree to provide accurate, current, and complete information when using the Service and to keep your information updated.

5. AI Assistant (Sunny)

5.1 What Sunny Can Do

Sunny can answer general questions about visa subclasses, Department of Home Affairs processes, document requirements, indicative processing times, and how to use the Songline app, drawing on publicly available information and the Songline user guide. Sunny may perform live web searches (via Tavily) to provide up-to-date responses. Sunny responds in the language you are using (within the set of languages enabled by your agency). On the admin side, Agent Sunny can query client data, draft emails, and search agency records to assist agents with caseload management.

5.2 Limitations and Disclaimers

• Sunny's responses are generated by AI and may be inaccurate, incomplete, or outdated;
• Sunny's responses do not constitute migration advice, legal advice, or a guarantee of any visa outcome;
• You should not rely solely on Sunny's responses for any decision affecting your visa application;
• Always consult your registered migration agent for advice specific to your circumstances.

5.3 AI Infrastructure and Data

Sunny is powered by Google's Gemini 2.5 Flash model, accessed through the paid tier of the Google Gemini API. Under Google's paid-tier API terms, the prompts you send to Sunny and Sunny's responses are not used to train Google's models. Sunny queries and translation requests are processed on Google's infrastructure located outside Australia (principally the United States); the Gemini API we use does not offer Australian data residency. Where Sunny performs a live web search, the search query is sent to Tavily (United States). Your conversation history is stored in Songline's Australian database to provide continuity within your session and is accessible to your migration agent.

Please avoid entering highly sensitive personal details into the Sunny chat where they are not needed for your question, as chat content is processed by the providers described above.

5.4 Translations

If your agency has enabled additional languages, UI translations are generated by the Google Gemini API (processed outside Australia, as described in Section 5.3) and stored in our database. Translation quality may vary. In the event of any discrepancy, the English version of any content is authoritative.

6. Document Storage

Documents you upload to Songline are stored securely with your agency's chosen storage provider. You retain ownership of all documents you upload. By uploading a document, you grant Songline and your migration agency a limited licence to store, access, and process the document solely for the purpose of delivering the Service to you.

Do not upload documents containing information about third parties without their consent. Do not upload unlawful content.

You are responsible for maintaining your own copies of all uploaded documents. While we take reasonable steps to ensure data integrity, Songline is not liable for data loss caused by circumstances beyond our reasonable control.

7. Agency Relationship

Songline provides its platform to registered migration agencies ("Agencies") who use it to service their clients ("Applicants"). The contractual relationship for migration services is between you and your Agency — Songline is a technology provider only.

Your Agency is responsible for:

• The accuracy of case information entered into the platform;
• Compliance with the Migration Agents Registration Authority (MARA) obligations;
• Their own privacy obligations to you as their client;
• Any advice given through or outside the platform.

Songline is not a party to any agreement between you and your Agency and accepts no responsibility for the quality, accuracy, or outcome of migration services provided by an Agency.

8. Acceptable Use

You agree not to:

• Use the Service for any unlawful purpose;
• Upload false, misleading, or fraudulent documents or information;
• Attempt to gain unauthorised access to any part of the Service or another user's account;
• Interfere with or disrupt the integrity or performance of the Service;
• Use automated means to access the Service without our express written permission;
• Reverse engineer, decompile, or attempt to extract source code from the Service;
• Use the Service to transmit spam, malware, or other harmful content.

Violation of these terms may result in immediate suspension or termination of your account.

9. Intellectual Property

The Songline platform, including its design, software, branding, and content (excluding user-uploaded documents), is owned by Songline Journey and protected by Australian and international intellectual property laws.

You retain ownership of all content and documents you upload. You grant us a limited, non-exclusive licence to store and process your content solely to deliver the Service.

"Songline" and the Songline logo are trademarks of Songline Journey. You may not use our trademarks without prior written permission.

10. Disclaimers

The Service is provided "as is" and "as available." To the maximum extent permitted by Australian law, Songline makes no warranties, express or implied, including but not limited to:

• Warranties of merchantability or fitness for a particular purpose;
• That the Service will be uninterrupted, error-free, or secure;
• That processing time estimates or AI-generated content are accurate or current;
• That any visa application will be successful.

Processing time information is sourced from publicly available Department of Home Affairs data and is indicative only. Actual processing times may differ significantly.

11. Limitation of Liability

To the maximum extent permitted by Australian consumer law:

• Songline's total liability to you for any claim arising from your use of the Service is limited to the amount you paid to Songline (not to your Agency) in the 12 months preceding the claim, or AUD $100, whichever is greater;
• Songline is not liable for any indirect, incidental, special, consequential, or punitive damages, including loss of visa application, loss of income, or immigration consequences;
• Nothing in these Terms excludes liability that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)).

12. Termination

Your access to Songline is tied to your relationship with your migration agency. If your agency ceases to use Songline, or if your agency terminates your account, your access will be removed. Songline may also suspend or terminate your access for violation of these Terms.

Upon termination, you may request a copy of your personal data by contacting privacy@songline.au within 30 days.

13. Governing Law and Jurisdiction

These Terms are governed by the laws of New South Wales, Australia. You and Songline submit to the non-exclusive jurisdiction of the courts of New South Wales and the Commonwealth of Australia. Nothing in this clause limits any rights you have under the Australian Consumer Law that cannot be excluded.

14. Changes to These Terms

We may update these Terms from time to time. When we make material changes, we will update the "Last updated" date at the top of this page and notify you via the app or by email. Continued use of the Service after changes take effect constitutes your acceptance of the updated Terms.

15. Contact Us

For privacy inquiries, data access requests, or complaints:

• Email: privacy@songline.au
• General enquiries: info@songline.au
• Website: songline.au

We will respond to privacy requests within 30 days as required by the Australian Privacy Principles.

If you are unhappy with our handling of your privacy complaint, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.