Last updated 28 October 2026
These terms apply when you (“you”, the client) engage ANSR Tech Pty Ltd (“ANSR Tech”, “we”, “us”) for any service. They are written to be read, not just signed. If anything here is unclear, ask us before you accept a quote.
1. How our agreement works
1.1 Our agreement is made up of the quote, proposal or statement of work (“SOW”) you accept, any service schedule it refers to, and these terms. If they conflict, the SOW applies first, then the service schedule, then these terms.
1.2 You accept by signing, by confirming in writing (email is fine), or by asking us to start work after receiving the quote. Quotes are valid for 30 days unless they say otherwise.
1.3 If you accept on behalf of an organisation, you confirm you are authorised to do so.
2. The services
2.1 We will provide the services described in the SOW with due care and skill, using appropriately qualified people.
2.2 Response times, support hours, uptime targets and service levels apply only if they are set out in the SOW. Unless the SOW says otherwise, support is provided during business hours (9am–5pm, Monday to Friday, Victorian time, excluding public holidays).
2.3 Work outside the agreed scope, after hours or caused by changes you make without us, is charged at our current rates. We will tell you before doing chargeable out-of-scope work unless it is urgent to protect your systems, in which case we will tell you as soon as practical.
2.4 We may use subcontractors. We remain responsible for their work.
3. Your responsibilities
You agree to:
- give us accurate information and timely access to the people, premises, systems and accounts we need;
- tell us about changes that could affect the services, such as new staff, devices or software;
- hold valid licences for software you ask us to install or manage;
- make sure content, data and materials you give us are lawful and that you have the right to use them;
- keep your own copies of important data unless backup is part of the services; and
- follow our Acceptable Use Policy.
If a delay or problem is caused by something you were responsible for, we are not in breach, and timeframes move accordingly.
4. Fees and payment
4.1 Fees are set out in the SOW. Prices are in Australian dollars and exclude GST unless stated. GST is added where it applies.
4.2 Unless the SOW says otherwise: project work may require a deposit; recurring services are invoiced monthly in advance; and invoices are due within 14 days.
4.3 We will get your approval before incurring significant expenses on your behalf, such as travel or third-party purchases.
4.4 If an invoice is overdue, we will remind you. If it remains unpaid 14 days after a written reminder, we may pause non-essential work until it is paid. We won’t pause security-critical services, delete your data or withhold your access to your own systems as a payment tactic.
4.5 We may change prices for recurring services by giving you at least 30 days’ written notice. If you don’t accept the change, you can end the affected service before the new price applies, without penalty.
4.6 If you dispute an invoice in good faith, tell us within 14 days. You only need to pay the undisputed part while we resolve it.
5. Hardware, software and licences
5.1 When we supply equipment or licences, ownership passes to you once paid for in full. Risk passes to you on delivery.
5.2 Equipment comes with the manufacturer’s warranty, which we will help you claim. This is in addition to your rights under the Australian Consumer Law.
5.3 Software and cloud subscriptions (for example, Microsoft 365) are subject to the vendor’s own licence terms, which you agree to when they are provisioned. Subscription terms, cancellation windows and price changes are set by the vendor, and we will pass them on to you clearly.
5.4 Returns of non-faulty goods depend on the supplier’s policy, and restocking fees may apply.
6. Third-party services
Many services rely on third-party platforms such as cloud providers, internet carriers, domain registries and software vendors. We choose reputable providers, but we don’t control them. We are not responsible for their outages or changes unless we caused them. When they do happen, we will help you work around them or recover.
7. Hosting, email and maintenance
7.1 Hosted websites are kept updated, patched, monitored and backed up as described in the SOW.
7.2 We may carry out scheduled maintenance, usually outside business hours, and will give notice where it is likely to cause noticeable downtime. Urgent security fixes may be applied without notice.
7.3 We may suspend a hosted service, limiting suspension to what is necessary, if it is being used in breach of the Acceptable Use Policy, is compromised, or threatens other clients or our platform. We will tell you why and work with you to restore it.
7.4 When hosting ends, we will give you a copy of your website files and database on request, and delete our copies within 60 days of handover, except encrypted backups, which expire on their normal schedule.
8. Websites and intellectual property
8.1 Once you have paid for a deliverable in full, you own the intellectual property in the custom work we create specifically for you, such as your design, content and custom code.
8.2 We keep ownership of our pre-existing tools, code libraries, templates and know-how, and of general skills and techniques. Where these are part of your deliverable, we grant you a permanent, royalty-free licence to use, change and host them as part of that deliverable, with us or anyone else.
8.3 Open-source software (such as WordPress) and third-party assets (such as stock images and fonts) remain subject to their own licences.
8.4 You confirm that materials you supply (logos, text, images) don’t infringe anyone else’s rights.
8.5 We may show completed public work in our portfolio. Tell us if you’d prefer we didn’t, and we won’t.
9. Domain names
Domain names we register for you are registered in your name, or your organisation’s, as registrant, in line with the auDA licensing rules for .au domains. We may be listed as technical contact. You are responsible for meeting eligibility requirements and keeping registrant details accurate. We will remind you before renewals we manage, but domains can lapse if renewal fees aren’t paid.
10. Digital marketing
10.1 Search rankings, traffic and leads depend on factors outside our control, such as search engine algorithms and competitor activity. We don’t guarantee specific results, and we will report honestly on what changed.
10.2 Advertising spend is paid to the platform (such as Google or Meta) and is separate from our fees, unless the SOW says otherwise. Ad accounts are set up in your name where possible, so you keep them if we stop working together.
10.3 You are responsible for making sure claims about your business are true and can be substantiated. We will write content in line with the Australian Consumer Law, the Spam Act 2003 and platform policies, and we will not create fake reviews or testimonials.
11. AI solutions
11.1 AI systems can produce inaccurate, incomplete or unexpected output. We design solutions with appropriate human review, testing and monitoring, but you remain responsible for decisions you make using their output.
11.2 The SOW will set out which AI providers are used, what data is sent to them, and where it is processed. We will not send your confidential or personal information to an AI service you haven’t approved.
11.3 If you use an AI solution to make or inform decisions that significantly affect individuals, you may have transparency obligations under the Privacy Act. We will help you identify and document them.
See our Responsible AI page for the principles we follow.
12. Confidentiality
Each of us will keep the other’s confidential information confidential, use it only for the agreement, and share it only with people who need it and are bound by confidentiality. This doesn’t apply to information that is public through no fault of the receiver, or that must be disclosed by law. This clause continues after the agreement ends.
13. Privacy and your data
13.1 Your data remains yours. Where we handle personal information for you, we will:
- use it only to provide the services and as you instruct;
- protect it with reasonable security safeguards and handle it in line with the Australian Privacy Principles;
- tell you without undue delay after we become aware of a breach affecting your data, and help you assess and respond to it; and
- return or securely delete it at the end of the engagement, as you direct, except where the law requires us to keep it.
13.2 Our Privacy Policy explains how we handle personal information more generally.
14. Security
14.1 Security is shared. We will use reasonable efforts to implement the controls set out in the SOW, keep the systems we manage reasonably up to date, and let you know about significant risks we become aware of.
14.2 No system can be made completely secure. If you decline a recommendation we make in writing, such as enabling multi-factor authentication, we are not responsible for loss that the recommendation would reasonably have prevented.
14.3 In a cyber incident we will help you contain, recover and report it. Decisions about paying a ransom, and any reporting obligations that apply to your organisation, are yours. We will not make a payment on your behalf.
15. Your rights under the Australian Consumer Law
Our services and goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts or modifies any right or remedy, or any guarantee, warranty or term, that cannot lawfully be excluded or limited.
16. Liability
16.1 Where the law allows us to limit our liability for failing to meet a consumer guarantee, it is limited, at our option, to supplying the services again or paying the cost of having them supplied again (or, for goods, repair, replacement or the cost of either).
16.2 Subject to clause 15, neither of us is liable to the other for indirect or consequential loss, such as loss of profit, revenue or opportunity, arising from the agreement.
16.3 Subject to clause 15, each party’s total liability under the agreement is limited to the total fees paid or payable under it in the 12 months before the event giving rise to the claim. This limit doesn’t apply to a breach of confidentiality, fraud, wilful misconduct, personal injury, or a party’s infringement of the other’s intellectual property.
16.4 Each party’s liability is reduced to the extent the other party, or its staff or contractors, contributed to the loss.
17. Ending the agreement
17.1 Either of us can end a recurring service by giving 30 days’ written notice, unless the SOW sets a minimum term. Fixed-price projects can be ended by either of us with written notice. You pay for work done and committed costs up to that date.
17.2 Either of us can end the agreement immediately by written notice if the other materially breaches it and doesn’t fix the breach within 14 days of being asked, or becomes insolvent.
17.3 When the agreement ends, we will provide reasonable handover help, including returning your data, documentation, credentials and administrator access. Extra handover work beyond that is charged at our current rates.
17.4 Any minimum-term commitments with third-party vendors (such as annual licences) remain payable for their term.
18. Disputes
If a dispute arises, tell the other party in writing and we will both try in good faith to resolve it within 20 business days. If we can’t, either of us can refer it to mediation in Melbourne under the Resolution Institute’s mediation rules, with costs shared equally, before starting court proceedings. This doesn’t stop either of us seeking urgent relief from a court, or you contacting a consumer protection agency.
19. General
19.1 Changes to these terms. We may update these terms from time to time. Updated terms apply to new SOWs. For an existing recurring service, we will give you at least 30 days’ notice of any change that is not to your benefit, and you can end the affected service without penalty before it takes effect.
19.2 Events outside our control. Neither of us is liable for delay or failure caused by events outside our reasonable control, such as natural disasters, widespread outages or government action, as long as the affected party notifies the other and takes reasonable steps to minimise the impact. This doesn’t affect payment for services already delivered.
19.3 Notices may be given by email to the address each of us has nominated.
19.4 Governing law. These terms are governed by the laws of Victoria, Australia, and both parties submit to the courts of Victoria.
19.5 Entire agreement. The agreement described in clause 1 is the whole agreement between us about its subject matter. If any part is unenforceable, the rest continues to apply.