Terms and Conditions
The short version
- The first 30-minute call is free.
- The discovery day is a fixed fee, paid upfront. It is 100% credited to your build, or refunded in full if I can't find a fix worth making.
- Builds are fixed price, agreed in writing before work starts.
- If a build doesn't meet what we agreed and I can't fix it, you don't pay for the build.
- You own your systems and your data.
- Nothing here takes away your rights under the Australian Consumer Law.
1. About these terms
These terms apply to this website and to the services provided by Thiago Serpeloni, sole trader, ABN 70 327 477 453, Redlands, Queensland ("I", "me"). "You" means the person or business using the site or buying the services. For each piece of work I'll also send a short written proposal. If the proposal and these terms differ, the proposal applies to that piece of work.
2. Using this website
Information on this site, including answers from the AI chat assistant, is general information only. It is not tailored advice for your business, and the chat assistant can make mistakes. Prices, timing and scope are only confirmed when I put them to you in writing. Example figures on the site, such as hours saved, are illustrations and not promises of specific results.
3. The free call
The first call is up to 30 minutes, free and with no obligation. On the call I'll tell you whether I think I can help and what I'd look at first.
4. The discovery day
The discovery day is a fixed fee of [amount], paid before the day. It includes up to one day working with you (on site or online), followed by a written findings report with recommended fixes in priority order, usually within [5] business days.
| After the discovery day | What happens to the fee |
|---|---|
| I find fixes and you go ahead with a build within [60] days | The full fee is credited against the build price. |
| I find fixes, but you decide not to go ahead | No refund. You keep the report and can use it however you like. |
| I can't find a fix worth making for your business | Full refund within 14 days of the report. |
If you need to reschedule the day, please give at least 2 business days' notice.
5. The build
- Before I start, you'll receive a written proposal with the scope, the fixed price, the timeline, the payment schedule and the success criteria: two or three measurable results we both agree the system must achieve.
- Payment: [for example, 50% when you accept the proposal and 50% after the trial run is passed]. Invoices are due within [14] days.
- Changes to the agreed scope are quoted separately and only go ahead once you approve them in writing.
- Every system is tested, then run in a trial period of [14 to 30] days alongside your existing process, before it fully takes over. Your team gets a training session and a short written or video guide.
6. The "it works, or you don't pay" guarantee
If, at the end of the trial period, the system does not meet the agreed success criteria, I will work to fix it at no extra cost. If I can't make it meet the criteria within [30] days, you don't pay for the build: I will refund any build payments you have made and remove the system if you ask.
The guarantee covers the build fee. It doesn't cover the discovery day (see section 4), third-party software fees, or care plan fees already used. It also doesn't apply where the criteria are not met because:
- the system isn't used as shown in training, or is changed by someone other than me;
- you don't provide access, information or approvals that are needed, within a reasonable time;
- a third-party service changes, removes features or has an outage that is outside my control; or
- the information the system relies on, such as your prices or customer details, is incorrect.
In those cases I'll explain what happened and offer a fair way forward.
7. Care plans
A care plan is a monthly fee of [amount] covering monitoring, fixes to anything I built, and small changes (up to [x] hours a month). It is billed monthly in advance and you can cancel with 30 days' written notice. Larger changes are quoted separately.
8. What I need from you
- Access to the accounts and software needed for the work. Accounts should be in your business's name. Please give me my own login or access rather than sharing your password.
- Timely answers, information and approvals.
- Someone in your business to check messages or actions that the system drafts, especially anything sent to customers or involving money, until we agree it can run on its own.
- Your own backups of business-critical data, and the subscriptions for any third-party software you use.
9. Third-party software and AI
Many systems rely on software from other companies, such as accounting, booking, email and AI services. Your use of that software is under the provider's own terms and fees. I'm not responsible for their outages, price changes or feature changes, but I'll help you adapt where I can.
AI tools can produce incorrect or unexpected results. I design systems so that anything important is checked by a person or kept within clear limits, and I'll explain those limits to you before handover.
10. Who owns what
You own your data, your accounts, and the systems configured in your accounts once the build is paid for, or once the guarantee means no payment is due. I keep ownership of my general templates, methods and know-how, and give you a non-exclusive, ongoing licence to use any of them that form part of your system, for your own business.
11. Confidentiality and privacy
I keep your business information confidential and only use it to do the agreed work. My Privacy Policy explains how I handle personal information, including data about your customers and staff that I may see while working in your systems.
12. Your rights under the Australian Consumer Law
My services come with guarantees that cannot be excluded under the Australian Consumer Law, including that they will be provided with due care and skill, be reasonably fit for any purpose you make known to me, and be delivered within a reasonable time. Nothing in these terms excludes, restricts or changes those rights.
13. Limit of liability
To the extent the law allows:
- where the Australian Consumer Law permits it, my liability for a failure to meet a consumer guarantee is limited to supplying the services again or paying the cost of having them supplied again;
- otherwise, my total liability for any claim relating to a piece of work is limited to the fees you paid me for that work in the 12 months before the claim; and
- I'm not liable for indirect or consequential loss, such as lost profits or lost opportunities.
14. Ending the work
Either of us can end a piece of work by giving written notice. You pay for work done and approved costs incurred up to that point, subject to the guarantee in section 6. When work ends, I'll hand over access, documents and anything needed to keep the system running, and remove my access.
15. Disputes
If something goes wrong, please tell me first so we can try to sort it out directly. If we can't resolve it within 30 days, either of us may suggest mediation before taking any other step. These terms are governed by the laws of Queensland, Australia.
16. Clients outside Australia
I work with clients worldwide, mostly remotely. Unless your proposal says otherwise, prices are in Australian dollars and you pay any bank or currency conversion fees. Calls and meetings are scheduled at times that suit both time zones. Where the law of your country gives you rights that can't be excluded, nothing in these terms takes those away. [Lawyer to confirm wording for overseas clients.]
17. Changes
I may update these terms from time to time. The version that applies to a piece of work is the one current when you accepted the proposal.
18. Contact
Thiago Serpeloni · Redlands, Queensland · hello@thiagoserpeloni.com · [phone]