1. Every copy is serialised

The first time Elara opens on a device, that installation is registered and issued a unique serial number. The serial is recorded against the installation together with the edition you are running and the app version, so that we can identify exactly which copy of the product a support request or fault report relates to.

2. What the serial is not

• It is not a password or licence key and grants no access on its own. Access to your account and your data is controlled by your sign-in, and enforced on the server.
• It does not identify you personally and does not contain your name, email, location or device fingerprint.
• It is not a tracking identifier sold or shared with advertisers. We do not sell data. Ever.
• Sharing your serial with someone else does not give them access to your account, your conversations or your memories.

3. Why we serialise

• To reproduce and fix a fault against the exact build you are running.
• To confirm which edition and add-ons an installation is entitled to.
• To detect and shut down abuse, such as bulk automated resale of access.
• To give you a durable reference when you contact us, in any country.

4. Offline and desktop copies

Desktop and offline builds are serialised at the moment they are generated for you. Where you run Elara offline with your own AI provider key, your conversations stay on your machine and are not transmitted to us. In that case a fault report will need the description you provide, since we have no logs of your session.

5. Your statutory rights on a fault

If Elara is faulty, not as described, or not reasonably fit for a purpose we disclosed, you are entitled to a remedy. Nothing here excludes, restricts or modifies any consumer guarantee under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law, or any non-excludable right under the consumer law of your own country. Where a failure is major you may be entitled to a refund; otherwise we may repair or re-supply the affected service. See the Refund Policy.

6. Response commitment

• Acknowledgement of a fault report: within 5 business days.
• Security or privacy reports: prioritised, acknowledged as soon as practicable.
• Billing disputes: raise them with us first at nexus.systems.au@gmail.com before your bank, so we can resolve it faster.
• Unresolved privacy complaints may be escalated to the Office of the Australian Information Commissioner at oaic.gov.au.