Terms of Service

By engaging SurrendaSoft IT Support or submitting an enquiry, you agree to be bound by these Terms of Service. These terms apply to all IT support services provided by SurrendaSoft Pty Ltd (ABN 87 687 922 729).

SurrendaSoft IT Support provides professional IT support services for businesses in the Sydney metropolitan area, including:

• On-site and remote support
• Network and infrastructure
• Cloud and backup
• Security and compliance
• Device management
• Workflow automation

Support is billed at $100/hour (ex GST) with a $50 callout fee for on-site visits, billed in 15-minute increments. Specific scope for ongoing engagements will be outlined in a separate agreement.

Unless otherwise agreed in writing:

• All intellectual property rights in work product developed specifically for you will be transferred upon full payment
• SurrendaSoft retains the right to use general knowledge, skills, and methodologies gained during engagements
• Third-party tools, frameworks, or methodologies remain subject to their respective licences

We treat all client information as strictly confidential and will not disclose it to third parties without your consent, except as required by law or to deliver the agreed services. This obligation continues after the engagement ends.

Payment terms will be specified in individual engagement agreements. Generally:

• A deposit may be required before work commences
• Invoices are due within 14 days unless otherwise agreed
• Late payments may incur a reasonable fee

Our policy is as follows:

• Discovery & Scoping: Refundable in full if cancelled before work commences. Non-refundable once the scoping session has taken place.
• Project Engagements: Project-based work is invoiced on completion of agreed milestones. Completed milestones are non-refundable. If you cancel mid-engagement, you are liable only for work completed to that point.
• Ongoing Retainers: Cancellable with 14 days written notice. Unused retainer days in the final period will be refunded on a pro-rata basis.
• Ad-hoc & Hourly: Invoiced for hours worked. No refunds on completed and invoiced hours.

If you believe an error has been made, please contact us and we will work to resolve it fairly.

We strive to deliver high-quality IT support, but:

• Our services are provided without warranties of any kind, express or implied
• We do not guarantee specific business outcomes from our advice
• Specific warranties may be outlined in individual engagement agreements

IT support services are provided on a best-effort basis. While we strive to resolve all issues, some problems may require specialist equipment, software licences, or third-party involvement beyond the scope of our standard support.

To the maximum extent permitted by law, SurrendaSoft Pty Ltd shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of our services.

Nothing in these terms excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred by the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) that cannot be excluded, restricted, or modified by agreement.

Either party may terminate an engagement with written notice. Upon termination:

• Payment is due for all work completed to date
• Any deliverables completed will be transferred upon payment
• Confidentiality obligations continue after termination

These Terms of Service are governed by the laws of Australia. Any disputes shall be resolved in the courts of New South Wales, Australia.

We reserve the right to modify these terms at any time. Changes will be posted on this page with an updated date.

If you have questions about these Terms of Service, please contact us.