Holiday Terms of Service

Last updated: 8 September 2026

These Terms of Service govern access to and use of Holiday.

Holiday is operated by One Custom Software Pty Ltd (“Holiday”, “we”, “us” or “our”). By entering into an Order Form, creating or using a Holiday account, or accessing the Holiday services, the Customer agrees to these Terms.

1. The Holiday Service

Holiday provides business data infrastructure, artificial intelligence, digital workforce, automation, integration, orchestration and related software services.

Depending on the Customer's configuration, Holiday may connect with third-party business systems, ingest and organise business information, provide AI-assisted interfaces, operate digital workers, execute authorised tasks and maintain records of system activity.

The particular services, integrations, capabilities, usage limits and implementation arrangements provided to a Customer may be described in an Order Form or other written agreement.

2. Customer Accounts

The Customer is responsible for:

(a) identifying its authorised users;

(b) maintaining appropriate permissions and access controls;

(c) ensuring account and credential information is kept secure;

(d) promptly removing or modifying access when personnel or responsibilities change; and

(e) all use of Holiday through accounts, credentials and permissions under the Customer's control.

The Customer must promptly notify Holiday if it reasonably suspects unauthorised access to its environment.

3. Customer Data

“Customer Data” means information, records, documents, communications and other data supplied by or on behalf of the Customer, obtained from systems connected by the Customer, or generated specifically from operation of the Customer's business through Holiday.

As between Holiday and the Customer, the Customer retains ownership of its Customer Data.

The Customer grants Holiday a non-exclusive licence to host, copy, process, structure, transform, transmit and otherwise use Customer Data only to the extent reasonably required to provide, secure, maintain and support the Holiday services or as otherwise authorised by the Customer.

Holiday does not acquire ownership of Customer Data merely because the data is ingested, normalised, stored, related or processed through Holiday.

4. Holiday Intellectual Property

Holiday and its licensors retain all rights in the Holiday platform and underlying technology, including its:

• software;
• source code;
• database architecture and schemas;
• data models;
• ingestion and normalisation methods;
• agent architecture;
• control systems;
• orchestration methods;
• templates;
• generic workflows;
• interfaces;
• deployment tooling;
• security systems;
• methods, know-how and documentation; and
• improvements to any of the above.

Customer Data stored within a Holiday database remains Customer Data. The structure, architecture and technology used to organise and operate upon that data remain Holiday intellectual property.

Except as expressly permitted, the Customer must not copy, reproduce, reverse engineer, commercially exploit, sublicense or create derivative products from Holiday's underlying software or technology.

5. Customer-Specific Configurations

Holiday may configure integrations, mappings, permissions, digital workers, instructions and workflows for a Customer.

To the extent such configuration contains Customer Data or material supplied by the Customer, that material remains Customer Data.

Holiday retains ownership of its underlying platform, generic methods, templates, techniques, software and reusable components, including improvements developed while providing services to a Customer.

6. Artificial Intelligence

Holiday may use artificial intelligence and machine-learning systems supplied by Holiday or third-party model providers.

AI-generated information can be incomplete, inaccurate or unsuitable for a particular purpose. AI outputs should therefore be considered in the context of the task, information available to the system, configured controls and level of authority granted by the Customer.

Holiday does not warrant that AI-generated output will always be accurate, complete or unique.

Customers are responsible for determining whether particular uses of AI are suitable for their business and for establishing appropriate authority, review and escalation requirements.

Further provisions governing artificial intelligence are contained in the Holiday AI, Data and Acceptable Use Policy.

7. Digital Workers and Delegated Authority

Holiday may permit Customers to configure digital workers or other automated components with authority to perform actions.

The Customer determines the permissions, systems, credentials, boundaries and authority made available to its digital workforce.

Where the Customer authorises Holiday to perform an action within configured authority, the Customer authorises Holiday to execute that action on its behalf.

Examples may include retrieving records, creating or updating business records, preparing documents, sending communications or initiating transactions within connected systems.

Holiday may implement technical controls designed to restrict a digital worker to its authorised capabilities. However, the Customer remains responsible for deciding what authority is appropriate to delegate to Holiday.

Holiday may refuse, pause or escalate an action where it identifies a material security, safety, legality or authorisation concern.

8. Permissions and Credentials

Holiday may use credentials, tokens, API connections or other authorisations provided by or established for the Customer.

Holiday will use those credentials only to provide the authorised service.

The Customer must only provide credentials and permissions it has authority to provide.

Customers should apply least-privilege principles when determining access. Where Holiday provides capability controls, Customers are responsible for configuring those controls appropriately for their organisation.

9. AI Model Selection and Compute

Holiday may make different AI models available for different digital workers, functions or tasks.

Different models may have materially different performance, capability, latency and resource consumption characteristics.

Where model selection is available to the Customer, the Customer acknowledges that selecting more resource-intensive models may consume its available AI compute capacity more rapidly than selecting lower-cost models.

Holiday may apply account-level, digital-worker-level, rate, compute or other usage limits.

The amount or measurement of included AI compute capacity, and the rate at which particular models consume that capacity, may be adjusted to reasonably reflect changes in the pricing, limits, measurement methods or commercial terms of third-party AI providers.

Holiday will provide reasonable notice of a material reduction where practicable.

10. Third-Party Services

Holiday may integrate with third-party products and services such as accounting, document management, communications, project management, cloud infrastructure and AI services.

Third-party services are provided by their respective providers and remain subject to those providers' terms, availability, APIs, security requirements and technical restrictions.

Holiday is not responsible for failures or changes caused by a third-party service outside Holiday's reasonable control.

If a third-party provider changes or removes an API, model, feature or other service on which Holiday depends, Holiday may modify the relevant integration or substitute another suitable technology.

11. Customer Data and AI Training

Holiday will not use a Customer's identifiable Customer Data to train a general-purpose AI model for use by other customers.

Holiday may process Customer Data through approved AI providers as necessary to perform requested Holiday functions.

Where third-party AI services are used, Holiday will seek to use commercial arrangements appropriate to business data processing and to restrict use of Customer Data to providing the applicable service.

Holiday may use de-identified operational information, telemetry and aggregated information that does not identify the Customer or an individual to operate, secure, measure and improve the Holiday platform.

12. Confidentiality

Each party may receive confidential information belonging to the other.

Each party must take reasonable steps to protect the other party's confidential information and use it only for the purposes of the relationship.

These obligations do not apply to information that:

• is publicly available other than through breach of confidence;
• was lawfully known before disclosure;
• is independently developed without use of the confidential information; or
• must be disclosed by law.

13. Security

Holiday will maintain reasonable technical and organisational measures designed to protect Customer Data against unauthorised access, disclosure, alteration or loss.

Security controls may include environment isolation, access controls, credential controls, logging, backups, infrastructure security and other controls appropriate to the service.

No internet-connected system can be guaranteed to be completely secure. Holiday does not represent that security incidents can never occur.

Customers are responsible for maintaining appropriate security over their own users, devices, third-party accounts and credentials.

14. Logs and Audit Records

Holiday may create technical, operational and audit records relating to digital-worker activity, authorisations, system interactions and other Holiday operations.

These records may be used to operate and secure the service, investigate incidents, support customers, demonstrate system activity and improve reliability.

Audit records relating specifically to the Customer's business form part of the Customer's service records, subject to Holiday's rights in the underlying logging and audit technology.

15. Acceptable Use

Customers must comply with the Holiday AI, Data and Acceptable Use Policy.

Holiday may restrict, suspend or terminate access where use creates a material security risk, breaches applicable law, infringes third-party rights, attempts to circumvent technical controls or otherwise materially violates these Terms.

Where reasonable in the circumstances, Holiday will attempt to give the Customer an opportunity to remedy a breach before suspension.

Immediate restriction may occur where necessary to protect systems, information, other persons or connected services.

16. Changes to the Service

Holiday is an evolving technology service.

Holiday may update, modify, replace or discontinue individual models, software components, interfaces, integrations or underlying technologies.

Holiday will not make a change whose primary purpose is to materially remove the overall service contracted by a Customer without reasonable notice, except where immediate change is necessary for security, legal compliance or because of a third-party service change beyond Holiday's reasonable control.

17. Availability

Holiday will use reasonable commercial efforts to maintain the availability and operation of the service.

Temporary interruptions may occur because of maintenance, third-party outages, internet or telecommunications failures, security events or circumstances outside Holiday's reasonable control.

Unless expressly stated in an applicable Order Form, Holiday does not provide a guaranteed service-level commitment.

18. Suspension

Holiday may temporarily suspend all or part of the service where reasonably necessary because of:

• a material security threat;
• suspected unauthorised activity;
• unlawful use;
• a material breach of these Terms;
• failure of a required third-party service;
• a request or requirement of law; or
• a risk of significant harm arising from continued automated operation.

Holiday will restore access when the reason for suspension has been appropriately resolved where restoration is reasonably possible.

19. Ending the Service

Either party may terminate the relationship in accordance with the applicable Order Form or other agreed commercial terms.

When active Holiday service ends, Holiday may disable digital workers, automated objectives, integrations and external credentials associated with the Customer's environment.

Unless another retention arrangement has been agreed, the Customer may request a reasonable export of its Customer Data for 30 days following termination.

Following that period, Holiday may delete the Customer's production environment and Customer Data, except where information must be retained by law or remains temporarily within backup systems through ordinary backup rotation.

If the Customer elects to maintain a retained or dormant environment under a separate agreement, different retention arrangements may apply.

Termination does not transfer ownership of Holiday software, architecture or underlying intellectual property to the Customer.

20. Data Portability

On termination, Holiday may provide Customer Data in a reasonably accessible machine-readable format appropriate to the information held.

The export obligation does not require Holiday to provide:

• Holiday source code;
• proprietary database architecture;
• generic schemas or platform intellectual property;
• internal security information;
• deployment tooling; or
• technology belonging to third parties.

21. Customer Responsibilities

The Customer must ensure that:

• it has lawful authority to provide information to Holiday;
• its use of Holiday complies with applicable law;
• it has authority to connect third-party systems;
• its authorised users comply with these Terms;
• permissions granted to digital workers are appropriate;
• and material business decisions receive whatever human review is required by law or reasonably appropriate to the circumstances.

22. No Professional Advice

Unless Holiday expressly agrees otherwise in writing, Holiday does not provide legal, tax, financial, employment, accounting, medical or other regulated professional advice.

Holiday may process, retrieve, summarise or generate information relevant to such matters, but the Customer remains responsible for obtaining appropriate professional advice where required.

23. Consumer Guarantees

Nothing in these Terms excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law or another applicable law.

Where liability can lawfully be limited, Holiday's liability will be limited to the extent permitted by applicable law and the applicable agreement between the parties.

24. Indirect Loss

To the maximum extent permitted by law, neither party will be liable to the other for indirect, incidental, special or consequential loss, loss of opportunity or loss of anticipated profits arising from use of the service, except to the extent such exclusion is prohibited by law.

Any separately agreed limitation of liability in an Order Form will apply in addition to this clause.

25. Changes to These Terms

Holiday may update these Terms to reflect changes to the service, technology, law, security requirements or third-party services.

Material changes will be communicated by reasonable means before they take effect where practicable.

The current version will be published on the Holiday website with its effective date.

26. Governing Law

These Terms are governed by the laws of Queensland, Australia.

The parties submit to the courts of Queensland and courts entitled to hear appeals from them.

27. Contact

Questions about these Terms may be submitted using the contact details published at holidayworks.com.au.