Terms of Service

1. The short version

The cost of the work is agreed with you before work begins, and the agreement term, notice period and cancellation terms are confirmed with you. A 14-day satisfaction guarantee on defined service engagements. Your data and your systems stay your property. These terms are additional to, and never reduce, your rights under the Australian Consumer Law (ACL).

2. Services & quotes

Prices published on this site are starting prices. Work is carried out at the price or rate agreed with you before starting, including an agreed hourly rate for time-based work where applicable. Where the scope changes during a job, we stop and re-quote before continuing — you are never surprised on an invoice.

3. Satisfaction guarantee

If a defined service engagement is not resolved within 14 days, the engagement fee is waived, as detailed on our guarantee page. Ongoing managed plans continue under the same fixed-fee principle for as long as they are in place. This guarantee is additional to your ACL rights.

4. Cancellation & notice

The term of each agreement, and how it can be ended, is confirmed with you when the arrangement begins. Where an agreement is on a continuing monthly term, either party may end it with 30 days' written notice; cancellations take effect at the end of the current month, and you are only invoiced for months in which services were delivered.

5. Your systems & your data

You retain ownership of all data and equipment. We access systems only to deliver agreed services, limit access to staff who need it, and log access in our audit trail. On request, or when a relationship ends, we hand over your data and destroy our copies with a certificate of destruction. Where the law requires us to retain financial records, we'll tell you which records and why.

6. Bookings & payments

Appointments may be prepaid online or paid after the visit, per the booking confirmation. No-shows for home visits may incur a $50 call-out fee to cover the travel. Payment is due within 14 days of invoice for businesses unless a managed-plan schedule applies.

7. Limits

To the maximum extent permitted by law (which the ACL does not allow us to exclude), our liability for any claim arising from a service is limited to the fee paid for that service in the preceding 12 months, save for liability that cannot be limited under the ACL. We maintain public liability insurance.

8. Governing law & jurisdiction

These terms, and every engagement we enter into, are governed by the law in force in Australia — Australian common law and Commonwealth statute, including the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010), the Privacy Act 1988 and the Electronic Transactions Act 1999. Where State or Territory law applies to a particular matter (for example, the consumer guarantees as they operate in the State where the work was performed), that law applies in addition to, and not instead of, the Commonwealth law.

The parties submit to the exclusive jurisdiction of the courts of Australia. For matters that are not within Commonwealth jurisdiction, proceedings are brought in the courts of the State or Territory in which the work was performed or, at our election, in Tasmania. Nothing in this clause limits your right to bring a claim in a court of competent jurisdiction, or to approach the ACCC or your State or Territory consumer affairs body.

Where the Australian Consumer Law, the Privacy Act 1988 or another Australian law gives you a right that cannot lawfully be excluded, that right prevails over anything in these terms, and we do not seek to contract out of it. If any provision is found unenforceable, it is read down to the minimum extent necessary and the remainder continues in force.

We may update these terms with 30 days' notice to active clients; material changes to live contracts are agreed before they apply.

9. Disputes

If something has gone wrong, tell us first — most issues are resolved the same day. Write to [email protected] with the booking reference, and we will respond within one business day with a named person handling it. If we cannot resolve it between us within 21 days, either party may refer the matter to the Australian Financial Complaints Authority where it has jurisdiction, to your State or Territory consumer affairs body, or to a mediator agreed between us, before commencing proceedings.

Nothing in this clause prevents either party from seeking urgent relief from a court, or from exercising a right that cannot be waived under the Australian Consumer Law.