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Document Extraction Guarantee

1. Purpose and Scope​

This policy establishes the framework for Zudello's Document Extraction Guarantee, ensuring customers are only charged for documents that are successfully processed by the Zudello Platform. This policy applies to all new customers from 1 July 2025 and existing customers migrated to Platform version 3 (v3) or later, and on current standard pricing.

2. Policy Statement​

Zudello is committed to delivering the highest quality document processing services. Under the Document Extraction Guarantee, only documents that the Zudello Platform successfully extracts the supported data fields (that are present in the source document), will count towards the customer's quota.

3. Definitions​

Clearly Separated Fields: Data fields that are distinctly presented in the document with clear boundaries or labels, not embedded within other field content. See Section 3.1 for detailed criteria.

Commonly used format: A PDF, Microsoft Excel or Word (current versions), PNG, JPEG and TIFF.

Custom Fields: Data fields that are not part of Zudello's standard extraction capabilities and require specific configuration or development for extraction.

Customised Extraction Workflow: Any modification to Zudello's default extraction process for standard fields, including but not limited to custom rules, mappings, or processing logic implemented at the customer’s request.

Document Volume: The total count of documents processed that contribute to a customer's monthly usage quota.

Failed Extraction: Any instance where the Platform fails to extract one or more supported fields that are clearly present, clearly separated, and readable in the source document

Platform processing limits: Documents of less than 50 pages processed page by page, documents over 50 pages extract the first 3 and last page allowing handling for large utility bills.

Source Document: The original document uploaded to the Zudello Platform for processing.

Standard Business Document Layout: A document structure that follows conventional business formatting practices with clearly defined sections and consistent field placement. See separate document "Standard Business Document Layout - Detailed Criteria" for comprehensive requirements.

Standard Document: A business document in a commonly used format that contains structured data fields typical for its document type and represents a single transaction only. Standard documents include but are not limited to: invoices, purchase orders, receipts, expense claims, statements, and delivery notes that follow conventional business document layouts and formatting. Standard documents must not contain auxiliary pages or supporting information such as building plans, technical specifications, detailed terms and conditions, or other non-transactional content.

Successful Extraction: The complete and accurate extraction of all supported fields that are present, clearly separated, and readable in the source document.

.Supported Fields: Standard data fields that Zudello's Platform is designed to extract from specific document types using default extraction workflows, as outlined in Section 4 of this policy. This excludes custom fields and customised extraction workflows.

4. Supported Fields by Document Type​

4.1 Invoice Documents​

Vendor Information:

  • Vendor name
  • Vendor address
  • Vendor ABN/ACN
  • Vendor contact details (phone, email)

Invoice Details:

  • Invoice number
  • Invoice date
  • Due date
  • Purchase order number (if present)

Financial Information:

  • Subtotal amount
  • Tax amount (GST/VAT)
  • Total amount
  • Line item descriptions
  • Line item quantity
  • Line item unit prices
  • Line item total amounts
  • Item codes/SKUs (if present)

4.2 Purchase Order Documents​

Buyer Information:

  • Buyer name
  • Buyer address
  • Buyer contact details

Purchase Order Details:

  • Purchase order number
  • Purchase order date

Line Items:

  • Item descriptions
  • Item quantity
  • Item unit prices
  • Item total amounts
  • Item codes/SKUs (if present)

4.3 Expense Claims/Receipts​

Expense Details:

  • Expense date
  • Expense description
  • Total amount
  • Tax amount (if applicable)

Vendor Information:

  • Vendor/merchant name

4.4 Delivery Notes/Packing Slips​

Delivery Information:

  • Delivery note number
  • Delivery date
  • Purchase order reference

Item Information:

  • Item descriptions
  • Quantity delivered
  • Item codes/SKUs (if present)

4.5 Statements​

Statement Details:

  • Statement date
  • Statement period
  • Account number
  • Reference number

Financial Information:

  • Transaction details
  • Transaction amount
  • Payment due amounts

Note: This list represents standard supported fields for single-transaction business documents in English language using Zudello's default extraction workflows. Documents must represent a single transaction and not contain auxiliary pages or supporting information. Fields must meet the clearly separated field criteria outlined in Section 3.1 and documents must follow standard business document layout criteria outlined in the separate document "Standard Business Document Layout - Detailed Criteria". Custom fields and customised extraction workflows are excluded from the Document Extraction Guarantee. Specific field availability may vary based on document complexity and quality.

5. Eligibility Criteria​

5.1 Customer Eligibility​

  • New customers contracting from 1 July 2025 onwards, with active Platform subscriptions
  • Existing customers who have migrated to Platform version 3 (v3) or later, with active Platform subscriptions

5.2 Document Eligibility​

  • Documents must be in supported file formats as specified in the Platform documentation
  • Documents must be of sufficient quality for automated processing (readable text, appropriate resolution)
  • Documents must be machine-printed or digitally generated (handwritten documents are excluded)
  • Documents must be in English language
  • Documents must contain the supported fields that are expected to be extracted
  • Documents must represent a single transaction only
  • Documents must not contain auxiliary pages or supporting information (such as building plans, technical specifications, detailed terms and conditions, or other non-transactional content)
  • Documents must follow standard business document layout criteria as detailed in the separate document "Standard Business Document Layout - Detailed Criteria"
  • Supported fields must meet clearly separated field criteria as detailed in Section 3.1

6. Guarantee Coverage​

6.1 What is Covered​

  • Standard documents where supported fields are present but not extracted due to Platform processing errors using default extraction workflows
  • Standard documents where supported fields are partially extracted when complete extraction should have occurred using default workflows
  • Documents that fail to process due to Platform system errors or downtime (standard processing only)

6.2 What is Not Covered​

  • Documents that do not contain the supported fields being extracted
  • Documents of poor quality that cannot be reasonably processed (illegible text, corrupted files, unsupported file format, etc.)
  • Documents that exceed Platform processing limits (file size, complexity, etc.)
  • Processing failures due to customer system integration issues
  • Documents uploaded during planned maintenance windows (with prior notice)
  • Documents not in English language
  • Handwritten documents or documents with handwritten content
  • Custom fields that are not part of Zudello's standard extraction capabilities
  • Customised extraction workflows or modified processing logic for standard fields
  • Fields that require specific customer configuration or custom development
  • Extraction failures related to customer-specific business rules or validation logic
  • Multi-transaction documents or documents containing multiple invoices, purchase orders, or other transactions
  • Documents with auxiliary pages such as building plans, technical specifications, detailed terms and conditions, or other supporting information that is not part of the core transaction
  • Composite documents that combine multiple document types in a single file
  • Fields that do not meet clearly separated field criteria as detailed in Section 3.1
  • Documents that do not follow standard business document layout criteria as detailed in the separate document "Standard Business Document Layout - Detailed Criteria"

Please note that any unsupported, poor quality or otherwise failed documents as per 6.3, count towards a customer’s document quota.

7. Process for Handling Failed Extractions​

7.1 Customer Reporting​

  • Customers may report suspected failed extractions by emailing support@zudello.com
  • Reports must be submitted within 7 days of the document processing date
  • Customers should provide specific details about expected vs. actual extraction results
  • Include relevant document identifiers, processing dates, and specific field extraction issues

7.2 Investigation Process​

  • Zudello will investigate reported failed extractions within 5 business days
  • Technical analysis will be conducted to determine if the failure meets guarantee criteria
  • Customers will be notified of investigation outcomes and any applicable document usage credits

8. Credit and Billing Adjustments​

8.1 Credit Process​

  • Credits for customer-reported failed extractions will be processed within 10 business days of confirmation
  • Credits will be applied to the customer's account as usage adjustments
  • For documents that exceed fair use policy limits, overage charges will be adjusted accordingly
  • Credits will be excluded from monthly document volume calculations for future billing cycles

9. Customer Responsibilities​

9.1 Document Quality​

  • Ensure uploaded documents are of sufficient quality for automated processing
  • Use supported file formats as specified in the Platform documentation
  • Verify document content contains the standard fields expected to be extracted
  • Ensure documents are machine-printed or digitally generated (not handwritten)
  • Ensure documents are in English language
  • Ensure documents represent a single transaction only
  • Verify documents do not contain auxiliary pages or supporting information unrelated to the core transaction
  • Ensure documents follow standard business document layout criteria as detailed in the separate document "Standard Business Document Layout - Detailed Criteria"
  • Ensure supported fields meet clearly separated field criteria as detailed in Section 3.1
  • Understand the distinction between standard supported fields and custom fields
  • Confirm that extraction workflows have not been customised for fields being reported

9.2 Reporting​

  • Report suspected failed extractions within the specified timeframe
  • Provide accurate and detailed information when reporting issues
  • Maintain reasonable expectations aligned with Platform capabilities

9.3 System Integration​

  • Ensure proper integration setup and maintenance
  • Report integration-related issues promptly
  • Cooperate with troubleshooting efforts when required

10. Zudello Responsibilities​

10.1 Platform Performance​

  • Maintain Platform availability and performance standards
  • Continuously improve extraction accuracy and reliability
  • Provide clear documentation on supported fields and capabilities

10.2 Monitoring and Reporting​

  • Maintain documentation on document processing investigations
  • Maintain audit trails for billing and credit calculations

10.3 Customer Support​

  • Provide timely response to customer enquiries and reports
  • Conduct thorough investigations of reported issues
  • Communicate clearly about guarantee coverage and limitations

11. Dispute Resolution​

11.1 Internal Review Process​

  • Customers may request review of guarantee decisions within 30 days
  • Senior technical staff will conduct secondary review of disputed cases
  • Review outcomes will be communicated within 10 business days

11.2 Escalation Process​

  • Unresolved disputes may be escalated to management level
  • Final decisions will be documented and communicated to customer

12. Limitations and Exclusions​

12.1 Service Level Limitations​

  • Guarantee applies to extraction accuracy, not processing speed
  • This policy does not cover indirect or consequential damages
  • Limited to credit adjustments for failed extractions only
  • Subject to Zudello’s current Terms and Conditions

12.2 Technical Limitations​

  • Platform capabilities may vary by document type and complexity
  • Continuous improvement efforts may result in changing extraction capabilities
  • Some document types may have inherent processing limitations
  • Custom fields and customised extraction workflows are excluded from guarantee coverage
  • Guarantee applies only to standard fields using default extraction workflows

13. Monitoring and Reporting​

13.1 Continuous Improvement​

  • Failed extraction patterns will be analysed for Platform improvements
  • Customer feedback will be incorporated into development priorities
  • Regular updates to extraction capabilities and supported fields

14. Policy Review and Amendment​

14.1 Review Schedule​

  • This policy will be reviewed annually or as needed, and published in our Knowledge Base

This policy is subject to Zudello's Terms and Conditions and applicable service agreements. In case of conflict, the service agreement takes precedence. This policy is governed by Queensland law and jurisdiction.