Terms and Conditions

Last updated 24/8/16

Our clients tell us they appreciate our ‘no surprises’ approach. We’re up-front about what you can expect from us. These terms and conditions are part of the contract you enter into when you engage True North Content.  Please read them carefully, and let us know if you have any questions.

In these terms and conditions ‘you’ is the client, it’s employees and agents, and ‘we’, ‘us’ or ‘our’ is True North Content, its employees and agents.

1.   Any additional services

When we quote for a project, we want to eliminate ‘dead time’, such as chasing up responses to emails. This time doesn’t benefit you, and is a direct cost for our business. Other writing businesses will just add a large margin to their quote.  We prefer to give you maximum visibility and control over your costs, so you only pay for our services that you use.

  • Any work or services not defined in the work agreement will be costed at our standard rate of $150 per hour. This includes:
  • Additional face-to-face meetings at your request. There will not be any additional charge for face-to-face meetings that we request.
  • Liaison time for making changes to the project scope
  • Waiting time where you’re more than 10 minutes late for an appointment
  • The scheduled time where you miss an appointment or reschedule with less than 24 hours’ notice
  • Liaison time or refamiliarisation time where we don’t receive information from you within the agreed time.
  • Liaison time or refamiliarisation time where the project completion date is delayed by more than 1 month (and where we have not directly caused that delay).
  • Administration and project management related to any of the above tasks.

2.   Timeframes

How we’ll work with you to keep the project on track.

  • We’ll endeavour to deliver all work by the agreed deadline – or before. However, circumstances beyond our control – including major illness or family emergencies – may prevent us from getting work to you on time. We’ll inform you within two business days if any such events happen.  We’ll also work with you to minimise the impact on the project delivery.
  • Unless we agree otherwise, you’ll provide feedback or information within three business days.
  • We’ll allocate time to work on this project for the periods indicated in the project plan. If we are unable to complete work at these times because we have not received information from you, we will continue the project at the next opportunity. This may affect the overall project delivery time.
  • If a response or information from you is delayed by more than 21 business days, we may consider the project complete and invoice you for all work completed up to that date. Unless we’ve agreed otherwise, we’ll cost the work completed using a pro-rata rate against the total project cost.
  • If you require urgent help — whether for a new project or because you haven’t got back to us in time on an existing project — we may apply a ‘rush rate’ of 25% to that component of work.

3.   Payment

Please pay on time.

Invoices must be paid within 14 calendar days unless you negotiate a different arrangement with us before entering into the contract. We may add a 10% charge for late payment.

If we decide to get help from a third party organisation to recover a debt, you are also responsible for paying any additional costs involved in recovering that debt, including legal expenses.

4.   Intellectual property

We’re creating something valuable for you.  This section describes how you gain ownership of the end-product – and how we refer to it in our marketing or training.

  • We own the intellectual property in all consulting tools, process and deliverables.  Clients have a license to use our intellectual property for any purpose, other than transferring it to a third party.  If we’re subcontracting to another organisation, that organisation has a license to use our intellectual property for any purpose directly related to the project and scope of work for which we were engaged.
  • You gain full intellectual property rights in the content when we receive complete final payment. Until then, we retain intellectual property in the version of content that we have written or edited.
  • We reserve the right to refer to this project and your business name, and to use your logo and content for promotional or educational purposes.
  • During the drafting and revisions process, you will not make changes to the content without first discussing them with us.

5. Who’s working on your project

Managing the people who are doing the work

  1. This contract is for the provision of services, rather than making specified personnel available.
  2. Where we specify personnel, the percentage of time allocated is indicative only. We will provide reports to you as required.
  3. While we will make every effort to ensure that specified personnel will be available to do the work outlined, we may need to vary personnel. In this situation, we will let you know about the revised personnel allocation in writing as soon as possible

6. Managing feedback

Collaborating with you to refine the work

  • Unless we agree otherwise, all feedback on written content will be provided via Suggesting Edits (Google Docs) or Tracked Changes and Comment Bubbles in Word. Amends and feedback will not be taken into account.
  • Your feedback will give specific actionable direction for what you want changed.

7. Confidentiality

Keeping your trust, even when the project is finished

  •  If we’ve signed a separate confidentiality agreement with you, then that agreement will apply instead of this Part.
  • We won’t disclose any information that you indicate is confidential.
  • You won’t disclose any information about our pricing structure, or project documents.

8.   Exclusion of liability

Part of our ‘no surprises’ approach is covering every scenario – however unlikely.

  • We’ll endeavour to make sure that our work doesn’t infringe on any copyright or other right of a third party.
  • However, we aren’t liable to you, or any third party, for damages, including lost profits, lost savings, complaints, claims, litigation or other incidental, consequential or special damages that arise from our work for this project.
  • You are responsible for checking the factual accuracy of the content for this project.
  • We take pride in the quality of our work and check it carefully. However, we don’t guarantee that our work is free from errors. You are responsible for final approval.

9.   Disputed terms

What happens if this contract’s legality is disputed.

If any part of this contract is deemed to be unlawful, void or unenforceable, then that part will be severed from this contract.  Severing that part won’t affect the validity or enforceability of the rest of this contract.

10.   Communication

Keeping in touch when your project is finished

We may add you to our email list to keep you updated on True North Content’s work, and to check in with you.  You can unsubscribe at any time, and we will not give your email address to anyone else.