Terms of service

Last updated: 19 October 2026

These terms cover the Ninepm service. "We" means Ninepm. "You" means the business that uses the service. By starting the pilot or paying for the service, you agree to these terms.

1. Who we are

Ninepm is operated by an Australian sole trader. Our ABN is available on request.

2. The service

Ninepm is a done-for-you service for independent gyms, studios and clinics in Australia, New Zealand, the UK, Ireland, the US and Canada.

We set up and run automatic replies to new Instagram DMs and website enquiries. Each reply gives your booking link, or the right next step, in your business's voice. We work inside the tools you already own:

• Meta Business Suite inbox automations
• ManyChat, if you choose to use it
• your website form's auto-reply
• your booking system's own reminders

Every Monday we send you a written summary of counts for the week.

Our replies and reports are prepared by AI agents and overseen by our team. A person does not write each reply.

Everything happens in writing, by Instagram DM or email. We don't do calls.

3. How replies work

• You approve every reply template before it goes live. Nothing goes out in your name without your approval.
• Automated Instagram messages follow Meta's 24-hour messaging window. If someone doesn't book, we send 1 gentle nudge the same day. Then we stop.
• You can ask us to change or pause a template at any time.

4. Access to your accounts

We connect through partner access in Meta Business Suite. We never ask for passwords. We ask only for the access the job needs. You can remove our access at any time. If you do, the service stops working.

5. The free audit

The free 2-minute audit uses public information only. We never send fake enquiries. There's no obligation to buy.

6. The pilot

The first 2 studios to start get their first 30 days free. We don't ask for a card during the free 30 days. At the end of them, we send you a payment link. The service continues only if you choose to subscribe at the monthly price in section 7. If you don't, we switch everything off and you pay nothing.

7. Price and billing

• A$297 a month. This is our founding price.
• Ninepm isn't registered for GST, so no GST is added to the price.
• Local prices: NZ$329, £149, €179, US$197 or CA$269 a month.
• Billed monthly by card through Stripe.
• No setup fee. No lock-in.
• If a payment fails, we may pause the service until it goes through.

8. Cancelling

• Cancel any time from the customer portal link in your Stripe receipt, or by messaging us.
• Cancelling takes effect at the end of your paid month.
• We don't refund part months. You keep the service until your paid period ends.
• This doesn't affect any refund you're entitled to under the Australian Consumer Law or other laws that can't be excluded.

9. Your responsibilities

• Accurate facts. Give us correct prices, hours, offers, policies and booking link. Tell us when they change.
• Approving templates. Read every template before you approve it, and check it says what you want.
• Everything else. Your own team handles anything the templates don't cover, and any reply after Meta's 24-hour window.
• Your claims. You're responsible for the offers and claims in your templates, including any advertising rules for health or cosmetic services that apply to you.
• Your accounts. Only give us access to accounts you own or are allowed to manage. Keep your booking link and tools working.

10. Platform rules

The service runs on tools made by other companies, such as Meta, ManyChat, Stripe and your website and booking providers. They set their own rules. Meta and the others can change, limit or remove features at any time.

We follow Meta's rules, including the 24-hour messaging window. If a platform change stops part of the service working, we tell you in writing and adjust what we can. We're not responsible for outages, changes or account decisions made by those platforms.

11. No guarantees

We don't promise bookings, revenue or any other result. Automations can fail, be delayed or be switched off by a platform. When something we control goes wrong, we fix it as soon as we reasonably can.

12. Limitation of liability

• Nothing in these terms excludes, restricts or changes the consumer guarantees under the Australian Consumer Law, or any other rights you have by law that can't be excluded.
• Where the law lets us limit our liability for failing a guarantee, our liability is limited to supplying the service again, or paying the cost of having it supplied again.
• Otherwise, as far as the law allows, our total liability to you is limited to the fees you paid us in the 3 months before the claim.
• As far as the law allows, we're not liable for indirect loss, such as lost profit or lost bookings, or for loss caused by platform changes or by wrong facts given to us.

13. Ending the service

• You can end the service at any time, as set out in section 8.
• We can end the service by giving you 14 days' notice in writing. If we do, we refund any part of your paid month after the end date.
• We can pause or end the service straight away if you don't pay, or if you ask us to send messages that break the law or a platform's rules.
• When the service ends, we remove our access. Anything we set up inside your own tools stays in your accounts, and you can keep it, change it or switch it off.
• We delete our working copies within 90 days of the service ending.

14. Privacy

Our Privacy policy explains what information we collect and how we handle it.

15. Changes to these terms

We may update these terms. When we do, we change the date at the top. If a change affects you, including a price change, we tell you by message at least 30 days before it applies. If you don't agree, you can cancel before it applies.

16. Governing law

These terms are governed by the laws of Queensland, Australia. If there's a problem, tell us in writing first and we'll try to sort it out. If you're outside Australia, any rights your local laws give you that can't be excluded still apply.

17. Contact

Message us on Instagram at @ninepmhq. Everything happens in writing, by Instagram DM or email. We don't do calls.