Terms and Conditions

Pemba is operated by The Baxter Group Pty Ltd (ABN 42 151 803 226), based in Victoria, Australia. In these terms, "Pemba", "we" and "us" mean The Baxter Group Pty Ltd. "You" means the person or business that holds the account. Contact us at hello@pemba.ai.

Pemba is a managed, largely automated service. Depending on your plan it includes:

• A weekly technical SEO audit of your website
• A monthly AI visibility audit with citation checks across major AI answer engines
• Content written for your site each month (blog post and FAQ) and published to your connected WordPress or Shopify site, or delivered for your approval
• Off-site content drafts and a directory and citation checklist
• A monthly report with a page-by-page fix list, available in your portal

The exact inclusions for each plan are listed on the pricing page at the time you subscribe. We may improve or change how the service is delivered, provided the core inclusions of your plan are maintained.

You must be at least 18 and using Pemba for a business you own or are authorised to act for. Keep your login details secure and tell us promptly if you believe your account has been accessed without permission. You are responsible for everything done through your account.

• Prices are shown in US dollars and exclude any taxes that apply in your location.
• Plans are billed monthly in advance through Stripe. By subscribing you authorise recurring charges to your payment method until the plan is cancelled.
• If a payment fails we will retry it and email you. If it remains unpaid for 14 days we may pause delivery until it is settled.
• We may change prices with at least 30 days notice by email. A price change applies from your next billing period after the notice period ends.

Plans run month to month. There is no minimum term and no lock-in contract. We do recommend giving Pemba three months before you judge the results, because AI citations typically take 2 to 3 months to move and a single month proves very little, but that is a recommendation and nothing obliges you to stay.

• You can cancel at any time from your portal settings or by emailing us.
• A cancellation takes effect at the end of the current billing period. You keep access until then, and no further payments are taken.
• Any content already published to your website is yours and stays there.
• Refunds are governed by our Refund Policy.

Every month we commit to publishing your content and delivering your report with its fix list. If we miss that in any month, that month is refunded. The guarantee is on delivery, which we control, not on a specific ranking, traffic level or AI citation, which nobody can honestly promise. Full details, including what counts as delivered and what is excluded, are in the Refund Policy.

• You confirm you own or are authorised to manage every website and account you connect to Pemba.
• By connecting a site or account you authorise us to read data from it and publish content to it as part of your plan.
• Where your plan publishes automatically, each piece is held for a 7-day review window before it goes live. You can edit, hold or reject any piece in that window. If you choose approval mode, nothing is published until you approve it.
• Content is drafted with the help of AI and reviewed by automated checks. You are responsible for checking that published content is accurate and suitable for your business, industry and audience, including any regulatory or advertising rules that apply to you.
• You can disconnect a site or account at any time. While a site is disconnected we cannot publish to it, and that affects what counts as delivered under the Refund Policy.

You agree not to use Pemba to:

• Publish content that is unlawful, defamatory, misleading, infringing or harmful
• Run audits or content against websites you do not own or have permission to manage
• Interfere with the service, attempt to access other customers’ data, or reverse engineer the platform
• Resell the service without a written agreement with us

Search engines and AI answer engines are operated by third parties and change without notice. We use our best efforts and a documented methodology, but we do not guarantee any particular ranking, traffic level, citation, lead volume or revenue outcome. Reports and audits are provided as information to support your decisions, not as advice on which you are entitled to rely.

Pemba relies on third-party platforms including Google, WordPress, Shopify, LinkedIn, Stripe and the AI answer engines we check. Their availability, terms and pricing are outside our control. If a third party withdraws or changes a service in a way that affects your plan we will tell you and adjust delivery where we reasonably can.

• We own the Pemba platform, methodology, software and reports templates.
• You own the content we produce for you once it is delivered or published, and you own your website data. You give us a licence to store and process your data to run the service.
• You may use your reports internally and share them with your team or advisers. Reselling or republishing them as your own product requires our written consent.

We handle your data as described in our Privacy Policy. We keep your business information, connected-account credentials and reports confidential and use them only to deliver the service.

We aim to keep the portal available at all times but do not guarantee uninterrupted access. Planned maintenance and third-party outages happen. Automated tasks that are delayed by an outage are run as soon as the service is restored.

Nothing in these terms excludes or limits any right you have under the Australian Consumer Law or any other law that cannot be excluded. To the extent permitted by law:

• Our total liability to you for all claims arising from the service in any 12-month period is limited to the fees you paid us in the 3 months before the claim arose.
• We are not liable for indirect or consequential loss, loss of profit, revenue, data or goodwill, or for loss caused by third-party platforms or by content you approved or edited.
• Where a law implies a guarantee that cannot be excluded, our liability for breach of that guarantee is limited to resupplying the service or paying the cost of resupply.

• We may suspend or end your account if you breach these terms, if payment remains unpaid after 14 days, or if your use creates legal or security risk for us or other customers.
• If we end your plan for a reason other than your breach, we refund any prepaid fees for the period after termination.
• On termination we stop all automated work. You can export your reports and content from the portal for 30 days, after which we may delete your data in line with the Privacy Policy.

We may update these terms from time to time. Material changes are notified by email at least 14 days before they take effect. Continuing to use Pemba after that date means you accept the updated terms. The current version is always at pemba.ai/terms.

These terms are governed by the laws of Victoria, Australia. Any dispute is subject to the non-exclusive jurisdiction of the courts of Victoria. Before starting any proceedings, both of us agree to try to resolve the matter in good faith by email or call within 30 days.

Questions about these terms: hello@pemba.ai.