Please read this policy alongside your product details or written service agreement. Your statutory rights remain protected, and updates do not retrospectively change existing agreements.
Written scope
Custom engagements begin after both parties agree a written proposal or Statement of Work. The agreement identifies the parties, objectives, deliverables, exclusions, timelines, fees, responsibilities, licences, testing, training and handover. Product purchases are governed separately.
Service standards
We deliver agreed services with due care and skill, communicate material delays and work towards agreed timelines. Specific financial, compliance or adoption outcomes are not guaranteed. Testing, documentation and training are provided as agreed.
Client cooperation
Clients provide accurate necessary information, lawful instructions, authorised system access and timely reviews. We flag material gaps or unsafe requests. Changes caused by dependencies or delays are discussed and documented rather than creating undisclosed charges.
Fees and changes
Fees, applicable tax treatment, deposits, milestones and payment dates are confirmed in writing. Third-party subscriptions, expenses and additional work require disclosure and approval. Scope or price changes take effect only by agreement.
Review and acceptance
Unless agreed otherwise, clients have 10 business days after delivery to review against the agreed criteria and report issues. We arrange reasonable correction and retesting. Silence does not automatically constitute acceptance or remove rights relating to defects or consumer guarantees.
Confidentiality and ownership
Client data remains the client’s. Confidential information is used only for authorised purposes with agreed access and handling arrangements. Ownership of bespoke deliverables, pre-existing tools and third-party materials is defined in the proposal. Source files, documentation, access transfer and support are agreed before commitment.
Ending an engagement
Material breaches are addressed with notice and a reasonable opportunity to remedy where appropriate. Cancellation is reconciled transparently against compliant work completed, approved unavoidable costs and unearned prepayments. No automatic forfeiture of all prepaid funds applies. Agreed handover and necessary access removal form part of completion.
Rights and disputes
Nothing in this policy excludes, restricts or modifies consumer guarantees, rights or remedies that cannot lawfully be excluded. Australian Consumer Law and any other applicable mandatory protections remain in effect. Concerns may be raised through our Complaints Policy. Mediation is voluntary and does not prevent statutory processes or urgent remedies. Any project-specific liability or governing-law provision must preserve mandatory protections.
Contact & related policies
For questions, requests or concerns, email connect@bergmetric.com.au. Please do not include passwords, payment card details or sensitive project records in an initial email.