Terms of Service

1. Who we are

Watchroute is a trading name of Austera Global Pty Ltd (ACN 700 870 275, ABN 41 700 870 275), postal address Shop 2, 290 Boundary Street, Spring Hill QLD 4000, Australia ("we", "us"). That address is a virtual office for post; we work online from Brisbane. Contact: our contact page or +61 481 828 376.

2. What these terms cover

These terms apply when you buy any Watchroute service: the audits, single fixes, monthly services, AI systems, website builds, and grant and tender documents. They sit alongside the written quote or order confirmation we send you (the Quote). If the Quote and these terms disagree, the Quote wins for that job, except that nothing in a Quote can take away a right you have under section 13.

Our website terms (for simply using watchroute.com) are separate.

3. How a job starts

3.1 Every job starts with a Quote in writing. It states the scope, what is not included, the price in Australian dollars, the payment schedule, and any monthly fee.

3.2 A job is agreed when you accept the Quote in writing (a reply email saying so is enough) and, where the Quote asks for one, the first payment is received.

3.3 The quoted price is fixed. We do not change it unless you ask for something outside the agreed scope. If that happens, we quote the extra work separately and do nothing on it until you agree in writing.

4. The services

The current services and prices are published on our pricing page. The Quote fixes the scope of your job. In outline:

• The audit, $150 once. A check of email authentication (SPF and DMARC read from public DNS), whether your enquiry form works and is protected, and whether your tracking records an enquiry, with written findings you keep. Not included: any fix or build. Fixes are quoted separately and are never a condition of the audit.
• Single fix, as quoted. The named fault fixed and re-tested. Not included: faults not named in the Quote.
• AI opportunity audit, $250 once, credited against any AI build started within 30 days. A costed list from your call records and inbox. Not included: any build.
• Monthly services (Ads, Found, Outbound, Care), $650, $850, $750 and $95 a month. As listed on the pricing page. Not included: your ad spend (paid by you direct to Google), any platform subscription, and any ranking, lead or reply guarantee.
• AI systems, a build fee plus a monthly fee, as listed. As listed on the pricing page. Not included: as listed.
• Website builds (Launch, Business, Authority, Storefront), from $2,800, $7,600, $18,900 and $19,900. As listed for the tier. Not included: as listed for the tier.
• Grant and tender documents, $800 to $2,500 flat per document. A complete draft for one named open opportunity. Not included: submission, signing, contact with the funding body or issuing agency, and any percentage fee.

5. What we need from you

5.1 Accurate information, the content and decisions the Quote says you will supply, and replies within a reasonable time. Most build timelines depend on these; if they are late, the date moves with them and we tell you.

5.2 Access. For fixes and builds we ask for delegated or invited access to the systems involved (for example DNS, hosting, Google Business Profile or Google Ads). We do not ask for your passwords and you should not send them. You can remove our access at any time.

5.3 Permission to test. By booking an audit or a fix you authorise us to send test submissions to the forms on the website you name and to read its public DNS records. We send only submissions designed to be refused or clearly labelled as a test, and we send a real test submission only after a fix and with your written OK.

5.4 You confirm you are entitled to give us that access and permission for the domain and accounts you name.

6. Accounts and ownership

6.1 Accounts we set up for you (domain, hosting, Google Business Profile, Google Ads, sending platform, phone or voice platform) are created in your name and on your billing.

6.2 On full payment for a build, you own the website, its source code and the content we wrote for it.

6.3 We may describe work we did for you on our website only with your written permission.

7. Payment

7.1 We invoice in Australian dollars. Card and international bank transfer are accepted.

7.2 Payment schedule. The payment schedule for your job is set out in your Quote.

7.3 Invoices are due by the date stated on the invoice. If an invoice is unpaid we may pause work on that job after giving you written notice. We do not withhold your accounts, domain or existing site to force payment of a disputed amount.

7.4 Your advertising budget is paid by you directly to Google (or the other platform). We never handle it, mark it up or take a percentage of it.

8. Monthly services: month to month

8.1 Every monthly service runs month to month. There is no lock in, no minimum term and no exit fee.

8.2 You can cancel any monthly service by telling us in writing. It ends at the end of the month already paid for, and we do not charge for a later month.

8.3 Unused time in a month does not roll over.

8.4 Cancelling one item from a bundle does not claw back the bundle discount on what you keep.

8.5 When a service ends we hand over access, source and accounts.

9. If you want to stop a one off job

9.1 You can stop a build, fix or document job at any time by telling us in writing.

9.2 You pay for the work done up to that point, at the rate or milestone set in the Quote, and any third party costs we have already committed to on your instruction. We refund anything you paid in advance for work not yet done.

9.3 We may stop a job only if you have not paid an invoice after written notice, if you ask us to do something unlawful, or if you have not supplied what the job needs within a reasonable time after we have asked in writing. If we stop, section 9.2 applies the same way, and we hand over what is done.

10. Changes you ask for

You see the design before it is built and the build before it goes live, and changes at those two points are part of the job. Changes after that, or outside the Quote, are quoted before they are done.

11. What we do not promise

11.1 We do not promise rankings, positions, leads, enquiries, sales, revenue, reply rates, a cost per lead, a grant or tender outcome, a citation by an AI assistant, or a launch date before the scope is known. These depend on things neither of us controls.

11.2 We do not give legal, tax, BAS or financial advice. Where a service touches law (privacy policies, consent wording, call recording notices, NDIS or trade documents), what we supply is a working draft for your own adviser to check, and the decision to use it is yours.

11.3 For grant and tender documents, you review, sign and submit the document yourself. We never submit it, sign it, or contact the funding body or issuing agency for you, and we never charge a percentage of any award.

11.4 For paperwork systems, the certificate or record remains signed by your licensed person, and signing remains your decision and your responsibility.

12. Spam, privacy and call laws when we run something for you

12.1 For Outbound email, reactivation campaigns, text back, reminders and recalls, you confirm that every person contacted is someone you are lawfully allowed to contact (consent under the Spam Act 2003 for email and SMS, the Do Not Call Register rules for calls). We will not send to a bought list.

12.2 Every commercial message we send for you identifies your business and carries a working unsubscribe, and we remove anyone who asks.

12.3 Where an AI system answers calls, callers are told at the start that they are speaking to an assistant and that the call is recorded.

12.4 Where we handle personal information on your behalf (your customers' details, call transcripts), we use it only to run the service for you, keep it secure, and delete or return it when the service ends.

13. Your rights under the Australian Consumer Law

13.1 Our services come with guarantees that cannot be excluded under the Australian Consumer Law. They must be provided with due care and skill, be reasonably fit for any purpose you made known to us, and be supplied within a reasonable time when no time is agreed.

13.2 Nothing in these terms or in any Quote excludes, restricts or modifies those guarantees or any other right you have under the Australian Consumer Law or any other law that cannot be excluded.

13.3 If something we did is not right, tell us. For a minor failure we will fix it at no cost within a reasonable time. For a major failure you can cancel the service and get a refund for the unused portion, or ask for compensation for its reduced value. You may also be entitled to compensation for other reasonably foreseeable loss caused by the failure.

13.4 Change of mind. We do not give refunds simply because you change your mind after a job is agreed, but you can stop a job under section 9 and you only pay for work done. This does not affect sections 13.1 to 13.3.

14. Limits on liability

14.1 Subject to section 13, we are not liable for loss caused by things outside our reasonable control, including outages or changes by Google, Cloudflare, Mailjet, a phone carrier, your host or another platform, or by changes you or another supplier make to systems we handed over.

14.2 Nothing limits liability for fraud, for personal injury, or that cannot be limited by law.

15. Confidentiality

We keep your business information confidential and use it only to do the work. You keep our Quotes and working methods confidential except with your own advisers.

16. Complaints

If you are unhappy, tell us through our contact page or on +61 481 828 376. We will acknowledge your complaint and work with you to resolve it. If we cannot resolve it, you may contact the ACCC, the Office of Fair Trading Queensland, or the consumer regulator where you are.

17. Changes to these terms

We may update these terms for future jobs. A change never alters a Quote you have already accepted or a monthly service you are already paying for until we have given you at least 30 days' written notice, and you may cancel that monthly service without cost before the change applies.

18. Law

These terms are governed by the law of Queensland, Australia. If you are outside Australia, the Australian Consumer Law still applies to our supply and you may also have rights under the law where you are.