Terms of Use

A. About these terms

1. These Terms of Use apply to the website at pilotsystems.com.au, including www.pilotsystems.com.au (the Website). They explain how you may use the Website, and summarise how our services, prices and care plans work.

2. If you buy from us, your contract is the Proposal we both sign and our Client Service Agreement, which your Proposal names. Those documents set out exactly what you get. These terms don’t change them, and an update to these terms doesn’t change an existing contract. If these terms and your signed Proposal or Client Service Agreement say different things, your signed documents apply.

3. Our Privacy Policy explains how we handle personal information. Nothing in these terms or a Proposal removes privacy obligations or other rights that can’t lawfully be excluded.

B. Who we are and using the Website

4. Pilot Systems, we, us and our mean Declan Thomas Cawthorn, a sole trader trading as Pilot Systems, ABN 19 717 753 395. We are based in Melbourne, Victoria, and provide services to trade businesses across Australia, in person in Melbourne and online elsewhere.

5. You can contact us at declan@pilotsystems.com.au or on 0457 471 392.

6. You may use the Website to learn about our services, keep a copy of information for your own reference, and contact us. You must not:

   • use it unlawfully;
   • try to gain unauthorised access to it, its servers or connected systems;
   • interfere with its security or performance, including by sending spam, malicious code or abusive automated requests through our forms;
   • commercially reproduce our protected content or branding without permission, except where the law or an applicable licence permits it.

7. These restrictions don’t prevent uses the law permits. Please don’t send passwords, payment-card details, health information or other sensitive information through our forms, and please don’t send us your customers’ details (see clause 33).

C. Our services, in summary

Information on the Website

8. The Website gives general information about our services. It is not legal, financial, tax or other professional advice for your circumstances.

9. We work to keep information accurate and current. Your Proposal sets out the services, deliverables, price, assumptions, limits and timing agreed for your project. If anything is unclear, please ask before you sign.

10. Examples are examples. The example websites in our showroom are made for made-up businesses, using stock photos, and are labelled as examples. The interactive “blueprint” of each package is an illustration of how the parts fit together, not a client’s site. Neither shows results any business has had.

11. No guaranteed results. We don’t guarantee search rankings, numbers of enquiries, quotes accepted, payments received, jobs won or revenue. A website or admin setup works only if it’s used. This doesn’t reduce our responsibility for accurate descriptions, for delivering what we agreed, or for your rights under the Australian Consumer Law.

Prices

12. Prices are in Australian dollars. Pilot Systems is not currently registered for GST, so no GST is charged. If our GST status changes, we’ll update our prices and tell you before you sign a new Proposal; a signed project price won’t go up because of GST.

13. Prices described as “from” are starting prices for the described base scope. Before you sign, your Proposal sets out any extra scope, required subscriptions and third-party costs (for example your domain name, or software and text fees you pay directly).

14. Founding rates apply to our first five projects. A project takes a founding-rate place when its deposit is paid. If a project is cancelled before work is completed, its place is released. Founding rates apply to project prices only; care plan prices are our standard prices.

How a contract is made

15. Sending an enquiry, booking a call or asking for a mock-up doesn’t commit you to anything. A contract is formed only when both of us sign the Proposal, which includes the Client Service Agreement. Work starts once the deposit is paid and the agreed starting information and access have been provided.

16. Changed your mind? You can cancel within 10 business days after we’ve both signed, for any reason, by telling us in any clear way. We’ll refund everything you’ve paid us within 2 business days, and you’ll owe nothing for work already done. If we’ve registered your domain, you keep it. We may start work once your deposit is paid, but nothing goes live until those 10 business days are up. After that, if you cancel a project, your deposit is not forfeited: it’s refunded, less the value of the work actually completed and any approved third-party costs that can’t be cancelled, as set out in the Client Service Agreement. None of this limits any cancellation right the law gives you.

Websites: Pilot Presence and Pilot Pro

17. Our two website packages. Pilot Presence ($1,790 founding price) is up to 5 pages, built from our trade design system in your logo, colours and photos, with 2 revision rounds; extra pages are $190 each. Pilot Pro ($4,490 founding price) is up to 12 pages designed from scratch, with 3 revision rounds, and includes one admin upgrade of your choice (clause 19). Both include the words written for you, an enquiry form with an instant reply and an alert, your Google Business Profile set up with you as the owner, and the other inclusions listed on each package’s page. Payments are made in stages, as shown on our pricing page and in your Proposal, with the last payment after you sign off the site and before it goes live. Website Care ($49 a month) is required from launch while we host your site (clause 25).

18. Your website’s legal pages. We prepare a privacy notice and terms page for your website from our standard template, filled in with facts you give us. They are a general starting point, not legal advice. You review and approve them before launch, may have them checked by your own adviser, and are responsible for keeping them accurate.

Admin upgrades

19. What they are. Our admin upgrades (Invoices Sorted, Quotes Sorted, Enquiries Sorted and Repeat Work Reminders) and Office Setup are set up in your own accounts, with the software you choose and pay for directly. Your Proposal names each upgrade, what it covers, its limits, its acceptance test and its price, and lists the running costs you pay to others (for example your software plan, payment fees, or a missed-call text service).

20. Admin upgrades with a website. Admin upgrades bought with a website are 20% off our standard price for that upgrade at the time. An upgrade counts as bought with a website if it’s in your signed Proposal, or added in writing before your website goes live. After launch, upgrades are at our standard price. Repeat Work Reminders is also 20% off when bought with Office Setup. Your Proposal shows both prices. Pilot Pro includes one admin upgrade of your choice from Invoices Sorted, Quotes Sorted, Enquiries Sorted and Repeat Work Reminders (not Office Setup). Its price is part of the Pilot Pro price. If you haven’t chosen yet, it stays available until you do: there’s no deadline and it doesn’t lapse.

21. Tested before your final payment. We test each admin upgrade with you, on your phone and in your own accounts, before we invoice its final payment. If, after reasonable effort, part of the agreed scope can’t be made to work (for example because your software or phone carrier doesn’t support it), we tell you why and you don’t pay for that part, as set out in the Client Service Agreement. Part of an upgrade’s price may be paid before the work starts, as your Proposal shows. You get 30 days’ help after handover. This describes how our price works; it doesn’t replace your rights under the Australian Consumer Law.

22. What we don’t do. Our admin services are not bookkeeping, BAS, tax, legal, financial or debt collection services. We aren’t a registered tax or BAS agent; we set tax codes only on your accountant’s (or your own) written instructions and don’t advise on them. We never contact your customers: messages to them come from your business, in wording you approve. Templates we leave you (such as reminder wording or a payment plan letter) are general information, not advice for your circumstances.

Fixes, edits and changes

23. Our package descriptions summarise what’s included after launch, such as included edits for a set time and the monthly Website Care change. The Client Service Agreement explains how fixes, included edits, Website Care changes and other changes work, and your Proposal records your package’s allowances. Before we do any chargeable work, we tell you in writing which kind of request it is and why. Other changes are quoted at a fixed price, in writing, before any work starts. We don’t charge by the hour.

Free homepage mock-ups

24. If we offer to make a homepage mock-up for your business, it’s free and there’s nothing to buy. We make it from what your business publishes about itself (or clearly marked placeholders), label it as a mock-up, and show it to you on screen during our chat. We don’t publish it, show it to anyone else or use it in our marketing. Any file or link we keep is private and not findable in search engines, and we delete it 30 days after our chat unless you become a client. It stays ours unless you sign a Proposal; please don’t use it as your website without one.

D. Care plans

25. Our care plans are subscription contracts. If you sign up to a care plan, your contract for that plan is a subscription contract: it has no end date, renews automatically every month, and is charged monthly in advance, by invoice, until you cancel.

• Website Care is $49 a month and is required while we host your website. It starts at launch. It includes hosting, monitoring, security and software updates, visitor statistics (collected without cookies), a short monthly snapshot email, and one small change a month of up to 15 minutes.
• Admin Care is $99 a month and is optional, for clients with admin upgrades. It normally starts 31 days after the handover of your first upgrade. We email you at least 7 days before the first charge, and you can cancel before it starts without paying anything. It includes a monthly check of what we set up, up to 30 minutes of changes a month, help by email or text on business days, and a quarterly export of your records to your own storage. Your Proposal shows, next to where you sign, each plan you’re starting, the total monthly price, the start date, that each renews automatically, the notice period and how to cancel.

26. Cancelling is as easy as signing up. You can cancel a care plan at any time with 30 days’ notice, online: using the cancel form at pilotsystems.com.au/cancel, by emailing declan@pilotsystems.com.au, or by replying to any care invoice. Any one of these is enough, and you never have to use the form. A request sent with the form counts from the moment it reaches us, and the form shows you that time. You don’t need to log in, give a reason, call us, or hear an offer. We’ll confirm in writing, normally within 24 hours, the date your plan ends, your final charge and any refund of prepaid days after that date. We send that confirmation to the email address we send your invoices to; if you asked from another address, we’ll let that address know where it went. Cancelling one plan doesn’t cancel another. If you cancel Website Care, we move your website to hosting in your name at no extra charge from us (you then pay your new hosting provider directly), as set out in the Client Service Agreement.

27. We remind you. Every care invoice states what you’re paying for, the monthly price, that the plan renews monthly, the notice period and how to cancel. We also email you a separate reminder at least every six months. We give at least 30 days’ written notice before any price increase, and you can cancel before the new price applies.

E. Enquiries, emails and how we work

28. Enquiries. Please give accurate contact details so we can respond. We aim to reply to enquiries within 24 hours, including weekends. This is a target, not a guarantee. To send an enquiry through our online form, you need to tick the box to agree to these terms. Agreeing to these terms doesn’t sign you up to marketing.

29. Instant estimate. To use it, you tick the box to agree to these terms, as for an enquiry. An instant estimate is prepared automatically, with the help of AI, from our published prices and the answers you give. It is a starting point, not a quote or an offer: your price is only set in a Proposal we both sign. If you continue after the estimate, we show you and email you a link to book a free call.

30. Offers we no longer sell. Earlier versions of our website showed different packages and prices. If you asked us in writing for one of those offers while it was shown on our website, we’ll honour it at the advertised price and scope. We keep a dated copy of the old pages.

31. Emails from us. Our Privacy Policy explains our business outreach (the emails and calls we make to businesses), how to stop it, and how we handle your information.

32. We use AI to help run Pilot Systems. Our AI assistant, Claude (made by Anthropic), helps us write, research and build, and reads and answers email sent to our business mailbox, signed in Declan’s name, following rules Declan sets. Declan approves every Proposal and price. If you’d rather deal only with Declan, just say so. If you ask whether you’re talking to a person, we’ll tell you plainly. We don’t put our clients’ customers’ information into AI tools unless that client has approved it in its Proposal. Our Privacy Policy has the details.

33. Your files and your customers’ details. If we need files for your project (such as a customer list, price list or old quotes), please share them from your own storage, such as your Google Drive or OneDrive. Please don’t email or text them, or your customers’ details. We use them only for your project and delete our working copies as our Privacy Policy and your Proposal say.

F. Intellectual property, links and availability

34. We own, or have permission to use, the content on the Website, including text, graphics, logos and code. Some of our material is made with the help of AI tools, and copyright may not exist in all of it. Apart from permitted Website use and rights allowed by law or a relevant licence, these terms don’t transfer intellectual property to you. What you own in work we do for you is set out in the Client Service Agreement.

35. Don’t use the Pilot Systems name or logo in a way that falsely suggests endorsement of, or a connection with, us. Other businesses’ names and products belong to their owners. Mentioning them doesn’t mean they endorse us or that we are their partner or certified provider.

36. Links may lead to third-party websites with their own terms and privacy practices. We don’t operate those websites, but this doesn’t exclude any responsibility we have under law for our own conduct or statements.

37. We aim to keep the Website available but can’t promise uninterrupted or error-free access. We may maintain, update or remove parts of the Website. Doing so doesn’t cancel services we’ve agreed to supply.

G. Your rights, updates and law

38. Your rights. Our services come with guarantees that can’t be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts or modifies a right or remedy under the Australian Consumer Law or any other law that can’t lawfully be excluded.

39. We don’t use these Website terms to impose a blanket exclusion of liability for Website use or reliance. Responsibility for any loss is decided by applicable law. Liability terms for services you buy are in the Client Service Agreement.

40. We may update these terms by publishing a new version with its effective date. Changes apply from that date only. They don’t remove rights that have already accrued or change an existing contract.

41. Victorian law governs these terms. The courts of Victoria have non-exclusive jurisdiction, without limiting any mandatory right to use another court, tribunal or complaints process.

Contact

Declan Thomas Cawthorn trading as Pilot Systems
ABN 19 717 753 395
Email: declan@pilotsystems.com.au
Phone: 0457 471 392
Melbourne, Victoria, Australia

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