legal & support
(With just enough humour to keep you awake. Legally solid. Mildly entertaining. Never both at the same time.)
Before we get into the riveting world of Terms and
Conditions — and yes, that was sarcasm — just know this: we will always
do our best to provide the support you need, within the boundaries of
what's written here. If you nod off while reading this, we completely
understand. We nearly did writing it.
Throughout this document, "software" refers to PhonePad and any software related to PhonePad.
contents
You should contact us directly for support rather than going on a
magical mystery tour through third-party IT companies — unless you're
absolutely certain the issue is caused by something external (e.g.,
anti-virus software deciding to protect you from your own tools).
We can't be held responsible for — nor reimburse you for —
costs incurred by engaging outside IT support to troubleshoot issues
with our software. Not to toot our own horn, but… we know our software
better than anyone, and outsourcing usually just delays the fix and
lightens your wallet.
If your server, workstations, or network are controlled by an
IT service provider and they need to get involved, any fees they charge
are between you and them. We don't negotiate ransom.
If you experience an issue, please email us as soon as
possible. We can't fix problems we don't know about, and waiting days or
weeks before reporting an issue is like not telling your doctor about
chest pains because you "didn't want to bother them." Please report
early.
Although we try to resolve issues quickly, software development
can be complex — sometimes the fix takes longer than anyone would like.
Please bear with us.
Although we will do our best to resolve issues, we are not
obligated to guarantee a resolution. We are not responsible for issues
caused by conflicts with your hardware or other software, nor for
configuring your hardware or other products to work with ours.
We are happy to cooperate with your external IT provider, but our obligations are solely to you. We may talk tech with them, but you make the final decisions. We are not responsible for advice, delays, or actions from your provider.
We provide free email support for our products. We generally respond within 24 hours, although delays can occur during busy periods or holidays (our inbox dresses up like Mt. Everest).
Most issues can be resolved by email, so please include full
details of the issue when writing to us. Please do not send an email
saying only "call me on xxxxx" or "call me at xx:xx." We won't. We'll
just reply — by email — asking for the details you could've sent in the
first place.
If we send troubleshooting steps and you choose not to follow
them, that's totally fine — we just won't be able to help you further.
Software cannot be debugged telepathically (we've tried).
Support is offered as a courtesy. You are not purchasing
support unless explicitly stated. Therefore, support cannot be demanded.
We will treat you with respect, and we expect the same in return. Rude,
abusive, or antagonistic behaviour may result in support being denied.
Life is too short for email combat.
We reserve the right to refuse support temporarily or permanently.
We don't provide on-demand, 24/7 phone support. We costed it out, and
unless we charged $5,000 per licence, it's just not feasible —
especially since most people contact us by email anyway.
If you leave a voicemail about a support issue, we won't call you back. If you need a phone conversation for support, please book a remote support session.
For sales or pre-sales questions, feel free to call (02) 6189 7278. If we miss your call, leave a message and we'll return it as soon as we can.
We don't currently offer 24/7 chat support (we'd love to, but we need sleep). If chat is offline, you can still leave a message — it goes straight to Support.
Remote Support is used when email or chat can't solve the issue. We may offer free remote support depending on the situation, otherwise the cost is A$85 per session (45 minutes). If it runs long for the same issue, we don't charge extra — we won't drag it out like a home-renovation reality show.
If multiple sessions are needed for the same issue, we may provide additional sessions free of charge at our discretion. Trial users may receive free remote support (up to a limit), also at our discretion.
To receive Remote Support, you must book an appointment through our online scheduling system. But email us first — the issue may not need remote support, and we may offer the session for free. If your IT provider must get involved so we can access your server, any fees they charge are your responsibility. We are happy to liaise with your IT provider as needed.
If you are installing PhonePad for the first time, we'll happily install it for you via remote session at no cost. PhonePad is straightforward to install and most customers are up and
running without any help — but the offer is there if you need it.
Once installation is done, all additional assistance should go through Support email. Please don't use Installation Assistance appointments for troubleshooting — that's what Support is for.
If you've already received Installation Assistance and you book
another Installation Assistance appointment, we will cancel it (with a
polite sigh).
If you upgrade your computers and need PhonePad reinstalled, we can do so remotely for A$65 per 5 computers. Book a reinstallation session to get started.
If you need to move PhonePad Server and its database to a new machine, we can assist for A$85. We also provide free built-in tools you can use to perform the move yourself if you prefer a DIY adventure.
PhonePad Server updates are free to install yourself (with an active Care Plan). If you'd like us to install them for you, the cost is A$65.
If your database becomes damaged and cannot be restored from backup, we may attempt a repair at no cost. We'll provide instructions for uploading the required files. While we usually can recover most or all data, there is no guarantee, as success depends on the level of damage and available backups.
PhonePad includes an automatic backup system — please use it. If data
loss occurs, use the included restore tool to recover from backup. While thoroughly tested, we cannot guarantee that backups will work
correctly on all systems. We are not responsible for backup failures.
We strongly recommend also including the PhonePad database in your server's regular backup schedule. Redundancy is your friend.
A current Care Plan entitles you to all major and minor updates
released during the plan's term. If your Care Plan expires, you must
renew it to resume receiving updates. Your software will continue
working — you'll simply remain on the version you already have.
We do not auto-bill for renewal. You'll receive several reminders before expiry. Renewal is optional — but recommended.
We offer a free 30-day trial so you can thoroughly test our software
before buying. The free trial is the best way to evaluate PhonePad and
ensure it meets your needs before purchasing.
We strongly encourage all customers to use the trial period to
test PhonePad in their real office environment, with their real
workflows. We prefer you trial. But if you buy and it's not right,
you're still protected.
All purchase amounts are one-time costs. PhonePad is not subscription
software and not SaaS. Please try the software before buying — that's
what the trial is for.
Except as expressly stated in the Money-Back Guarantee below, all sales are final.
In addition to the free trial, we offer a limited 30-day money-back
guarantee on first-time purchases of PhonePad licences. If, within 30
days of purchase, you determine that PhonePad is not suitable for your
business requirements, you may request a refund by contacting us within
that period.
To be eligible for a refund:
We believe most issues can be resolved quickly once we understand the
problem, and we always aim to make PhonePad work for your office. This
requirement relates only to refund eligibility and does not obligate us
to provide ongoing support beyond what is reasonably necessary to assess
the issue.
Approved refunds will be processed using the original payment
method within a reasonable timeframe. We encourage customers to use the
free trial before purchasing whenever possible, as it remains the best
way to evaluate compatibility and workflow fit.
We treat all customers with respect, professionalism, and courtesy. We expect the same in return. Abusive, bullying, or hostile behaviour is unacceptable. We reserve the right to refuse support to anyone who engages in such behaviour.
For further details, please refer to the End User Licence Agreement (EULA) displayed when you install our software.
