Terms and Conditions

1. About these terms

1.1 Who we are. Salam Solutions (“Salam”, “we”, “us”, “our”), ABN 53 408 635 078. Phone 0494 920 706. Email hello@salamsolutions.com.au (new enquiries), support@salamsolutions.com.au (existing clients), request@salamsolutions.com.au (extra work and changes).

1.2 When these terms apply. These terms apply whenever you buy, subscribe to or receive our services. You accept them when you sign a Client Service Agreement, accept a quote, accept online, or start receiving services.

1.3 Documents that work together. Your agreement with us is made up of:

1. your signed Client Service Agreement (your package, price, start date, minimum term and other details specific to you);
2. any quote you accept for extra work;
3. these terms; and
4. our Privacy Policy and supporting agreements, such as the Equipment Loan Agreement and Content Licence Terms.

If they conflict, the earlier document in this list wins for the matter it covers.

1.4 Who we work with. Our services are for businesses. Nothing in these terms takes away rights you have under the Australian Consumer Law or any other law that cannot be excluded.

1.5 Key words.

• Package: the Starter, Growth or Scale plan in your Client Service Agreement.
• Setup Fee: the one-off fee to set up your website, accounts and systems.
• Monthly Fee: the recurring fee for your Package.
• Minimum Term: the first period you commit to (12 months for Starter, 6 months for Growth and Scale).
• Start Date: the date in your Client Service Agreement when your Minimum Term begins.
• Equipment: anything we lend you, such as smart glasses, an iPhone or iPad, and accessories.
• Raw Footage: unedited video, photos and audio we record.
• Finished Content: videos, images, captions, ads and website content we edit and deliver to you.
• Your Materials: logos, photos, text, information and access you give us.
• Third-Party Services: platforms and tools we use to deliver the services, such as social media, hosting, AI, messaging and payment services.
• Business Day: a weekday that is not a public holiday.

2. Packages and services

2.1 What you get. You receive the services in your Package and in any quote you accept, and nothing more. Prices are in Australian dollars.

2.2 Monthly videos. Video numbers are the most we produce in a calendar month. Unused videos do not carry over to later months and are not refunded or credited. If filming can’t happen because of you (for example no access, no filming, or late approvals), that month’s videos still count as supplied. We may decline to publish anything unsafe, unlawful, misleading or unusable.

2.3 Add-ons. Extra videos, motion graphic ads, extra filming, extra website work, extra ad campaigns and single automations are available at extra cost. Send requests to request@salamsolutions.com.au. We’ll confirm the scope, price and timing in writing before starting.

2.4 Not included unless agreed in writing.

• Unlimited website changes, revisions or filming sessions.
• Your advertising budget.
• Third-party fees such as software subscriptions, SMS and email sending, booking and payment processing fees, unless your quote includes them.
• Legal, accounting, financial or regulatory advice.
• Platforms or accounts beyond those in your Package.

2.5 Service details. Filming days and times, video lengths, number of revisions and response times are set out in your Client Service Agreement or content plan.

3. Fees, minimum term, cancellation and refunds

3.1 Setup Fee. The Setup Fee is payable before we start work. It pays for planning, your website build, account and system setup, and preparing your Equipment.

3.2 Monthly Fee. The Monthly Fee is payable monthly in advance, starting on your Start Date, on the billing day and by the payment method set out in your Client Service Agreement. You authorise us to charge that payment method on each due date.

3.3 GST. Our prices are the full amount you pay. If we become registered for GST, our prices stay the same and include GST, and we’ll issue tax invoices.

3.4 Advertising spend and outside costs. Advertising spend is never part of our fees. You pay it directly to the advertising platform, and you approve the budget before campaigns run. You also pay any outside costs we have told you about and you have agreed to.

3.5 Invoice questions. If you think an invoice is wrong, tell us in writing within 7 days. You must still pay any part of the invoice that isn’t in question by its due date.

3.6 Minimum Term. You commit to your Package for its Minimum Term: 12 months for Starter, 6 months for Growth and Scale, starting on your Start Date. Our prices, equipment, staffing and setup work are based on that commitment.

3.7 After the Minimum Term. Your Package then continues month to month until you or we end it with written notice, using the notice period in your Client Service Agreement.

3.8 How to cancel. Email support@salamsolutions.com.au. Cancellation takes effect at the end of your notice period, and you pay fees up to that date. We’ll confirm the end date and what happens next in writing.

3.9 Cancelling during the Minimum Term. You can cancel during the Minimum Term, but you must pay an early exit amount equal to the Monthly Fees remaining until the end of your Minimum Term. This amount reflects costs we commit to at the start of your Package, including Equipment, setup work and reserving production time for you. We will reduce it by any costs we save because the services end early. The early exit amount is due within 14 days of your cancellation. No early exit amount applies if you cancel because we have seriously breached these terms and not fixed the breach within 14 days of your written notice.

3.10 No refunds for change of mind. To the extent the law allows:

• the Setup Fee is not refundable once we have started work;
• Monthly Fees are not refundable for part months, unused videos, unused services, or services paused or not used because of you;
• the early exit amount is not refundable; and
• we do not give refunds if you change your mind or no longer need the services.

3.11 Your rights under the Australian Consumer Law. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If we fail to meet a guarantee, you may be entitled to have the problem fixed, the services supplied again, or a refund, as the law provides. Clause 3.10 does not limit those rights.

4. Late payment, suspension and debt collection

4.1 What happens when a payment is late.

4.2 Interest. We may charge interest on overdue amounts at the rate set out in your Client Service Agreement, calculated daily from the due date until paid.

4.3 Your fees while services are paused. Monthly Fees keep falling due while services are paused for non-payment, because we keep your place, Equipment and systems ready. Pausing does not extend your Minimum Term or carry videos forward.

4.4 Ending your Package for non-payment. If we end your Package because you haven’t paid, the early exit amount in clause 3.9 becomes payable, as if you had cancelled on that date.

4.5 Collection costs. You must pay the reasonable costs we incur to recover overdue amounts, including collection agency fees, dishonoured payment fees and legal costs, as allowed by law.

4.6 Talk to us early. If you’re having trouble paying, contact support@salamsolutions.com.au before the due date. We’ll consider a written payment plan. While you keep to an agreed plan, we won’t take further collection action.

4.7 How we collect. We follow the ACCC and ASIC debt collection guideline. All our contact will be accurate, reasonable and respectful.

5. Equipment, filming, consent and safety

5.1 Equipment stays ours. Equipment we lend you (such as smart glasses, an iPhone or iPad, chargers and cases) remains our property at all times. The items, serial numbers, condition and replacement values are listed in your Equipment Loan Agreement.

5.2 Using the Equipment. Use it only to film content for your services. Don’t sell, lend, hire out, modify, reset, unlock or sign it out of our accounts. Keep it secure and charged, and follow our setup and care instructions.

5.3 Remote management. The Equipment stays signed in to our accounts. We may locate, lock, update or wipe it remotely to protect it and the footage on it. We won’t use this to access anything unrelated to our services.

5.4 Loss, theft and damage. Tell us within 24 hours if Equipment is lost, stolen or damaged. You must pay the reasonable cost to repair it or, if it can’t be repaired, its replacement value in your Equipment Loan Agreement, unless the damage is fair wear and tear, a manufacturer fault, or not caused by you, your staff or your premises.

5.5 Returning the Equipment. Return all Equipment, in working order, within 7 days after your Package ends or after we ask for it under clause 4.1. If you don’t, you must pay its replacement value, and we may take lawful steps to recover it.

5.6 Glasses are not safety equipment. The smart glasses are a filming device. They are not protective eyewear. Workers wear them only while filming. Where a task needs eye protection, workers must wear certified safety eyewear (such as AS/NZS 1337.1 over-the-glasses goggles) over them. You stay responsible for workplace health and safety, risk assessments and protective equipment at your premises.

5.7 Consent before filming. Before anyone is filmed, you must give them our Workplace Filming Notice and have each worker who will be filmed sign our Worker Filming Consent Form. A worker can withdraw consent at any time by telling you or us; we will stop using their footage in new content. You must also comply with workplace surveillance and listening devices laws in your state, including any required notice periods.

5.8 Blurring and review. Before anything is published, a person reviews every clip. Customers, and anything that could identify them (faces, number plates, addresses), are blurred. Women and children are always blurred. We may cut or refuse footage that shows unsafe work, confidential information or anything unlawful.

5.9 Removal requests. You, your staff or anyone filmed can ask us to review or remove published content by emailing support@salamsolutions.com.au. We’ll act promptly.

6. Content, websites, domains and accounts

6.1 Your Materials. You keep ownership of Your Materials. You give us permission to use them to provide the services, and you confirm you have the right to give us that permission.

6.2 Raw Footage belongs to us. We own all Raw Footage and copyright in it. Raw Footage isn’t part of your deliverables. If you want a copy, we may supply it under a separate written agreement and fee.

6.3 Your licence to Finished Content. Once you have paid for it, you may use the Finished Content we make for you to promote your business, on any channel, for as long as you like, including after your Package ends. You may not resell it or license it to others. Your licence to any Finished Content you have not paid for is suspended while your account is more than 30 days overdue, and it ends if we end your Package for non-payment. If that happens, you must stop using and remove that unpaid content within 7 days of our written request.

6.4 Third-party material. Some content may include licensed music, fonts or stock material. You must use it only within the limits we tell you about.

6.5 Our portfolio. We will only use your content, name or logo in our own portfolio and marketing with your written permission, which you can give in your Client Service Agreement and withdraw for future use at any time.

6.6 Your website. We build, host and maintain your website for as long as your Package is active. Routine monthly updates are limited to your Package; bigger changes such as new pages, redesigns or new features are quoted separately. We aim to keep your site online, but we can’t promise it will never be unavailable, for example during maintenance or outages at our hosting providers.

6.7 Your domain name. Your domain name (for example yourbusiness.com.au) is registered in your name and belongs to you. If we register or renew it for you, we pass on the cost, and we will hand over control when you ask, once all amounts owed are paid.

6.8 Your website when your Package ends. The website’s design, code and setup are licensed to you while your Package is active and remain ours. When your Package ends and all amounts owed are paid, you can choose to:

• have us transfer the website to you for the one-off handover fee set out in your Client Service Agreement; or
• have us take it offline and give you a copy of your text, photos and Finished Content you’ve paid for.

If amounts are unpaid, the website may be taken offline (clause 4.1) and is not transferred until they are paid.

6.9 Social media and ad accounts. Your social media pages and ad accounts belong to your business and stay in your name. You give us the access we need to manage them. When your Package ends, we will remove our access and return any logins we hold. We will never lock you out of your own accounts.

7. AI, your responsibilities and membership programs

7.1 Tools we use. We use Third-Party Services to deliver your services, including AI tools, automation platforms, social media and advertising platforms, website hosting, cloud storage, messaging, booking, payment and email marketing services, and Google Workspace. We may change providers as long as the service you receive is not materially reduced. Our Privacy Policy explains how these providers handle personal information.

7.2 AI and automation. AI-assisted tools help us edit video, write captions, transcribe, and answer enquiries, after-hours messages and missed calls. A person reviews content before it is published. Automated replies to your customers can make mistakes, so you must tell us which matters need a person (for example complaints, quotes or urgent jobs), and check the replies we set up for you before they go live.

7.3 Platform decisions. Social media and advertising platforms can reject ads, restrict accounts or change their rules or prices at any time. We can’t control those decisions, but we’ll work with you to resolve them.

7.4 Your responsibilities. You agree to:

1. give us accurate, lawful information and Your Materials on time;
2. give us the account access we need, and keep your own passwords secure;
3. review and approve content, ads and automated messages within the time set out in your Client Service Agreement, after which we may treat them as approved;
4. make sure your prices, offers, claims and customer promises are accurate and lawful;
5. provide a safe workplace, tell us about hazards and site rules before filming, and handle staff consent (clause 5.7);
6. honour the offers, discounts and membership benefits you approve;
7. pay on time; and
8. tell us promptly about any problem, complaint or suspected account breach.

If you don’t, delivery may be delayed, and we’re not responsible for the delay.

7.5 Membership programs (Scale). We set up and run the sign-up page, recurring payments, member records and reminders for a membership program that your customers pay you for. You choose the price and benefits, and you are the provider of those benefits: you must honour them, deal with your customers’ service questions and complaints, and handle refunds as your membership terms say. Your customers must receive clear membership terms before they pay, covering price, billing, benefits, cancellation and refunds.

8. Results, liability, privacy and termination by us

8.1 Results. We provide our services with due care and skill. Results depend on things outside our control, such as your market, prices, budget, response times and platform algorithms. We don’t promise any number of views, followers, leads, bookings, sales or revenue. Any goals we discuss are targets, not promises.

8.2 Limit on our liability. To the extent the law allows:

• our total liability to you for all claims about our services is limited to the fees you paid us in the 3 months before the claim arose;
• we are not liable for indirect or consequential loss, or for lost profits, revenue, data or opportunity; and
• where the Australian Consumer Law lets us limit our liability for failing to meet a guarantee, our liability is limited to supplying the services again or paying the cost of having them supplied again.

This clause does not limit liability for fraud, wilful misconduct, or anything the law does not allow us to limit.

8.3 Your indemnity. You agree to cover our reasonable losses and costs from claims by others caused by: Your Materials or instructions (for example content you didn’t have the rights to, or false claims you asked us to publish); your failure to obtain staff consent or give workplace filming notices; unsafe conditions at your premises; or your breach of these terms. Your indemnity is reduced to the extent we caused or contributed to the loss.

8.4 Privacy. We handle personal information about you, your staff and your customers as our Privacy Policy explains. You must make sure your customers are told, in your own privacy notice, that you use us to run your marketing, messaging, bookings and memberships.

8.5 Confidentiality. We each keep the other’s confidential business information private and use it only for our work together, unless the law requires disclosure.

8.6 When we may pause or end your services. We may pause affected services immediately, or end your Package with written notice, if:

• you don’t pay (clause 4);
• you seriously breach these terms and don’t fix the breach within 14 days of our written notice;
• you ask us to do something unlawful, misleading or unsafe;
• your workplace is unsafe for filming, or our staff are abused or harassed;
• the Equipment is misused; or
• you become insolvent.

If we end your Package for any of these reasons, clause 4.4 applies.

8.7 When your Package ends. You must pay all amounts owed, return the Equipment (clause 5.5), and choose what happens to your website (clause 6.8). We will remove our access to your accounts and return or delete your information as our Privacy Policy says. Clauses about payment, Equipment, content, liability, indemnity, confidentiality and disputes continue after your Package ends.

9. Changes, complaints and general terms

9.1 Price changes. Your Monthly Fee won’t change during your Minimum Term. After it, we may change the Monthly Fee with at least 30 days’ written notice. If you don’t accept the change, you can cancel before it takes effect, without an early exit amount.

9.2 Changes to these terms. We may update these terms for new clients at any time. For existing clients, we’ll give at least 30 days’ written notice of any change that affects you; if a change materially disadvantages you, you can cancel before it takes effect without an early exit amount.

9.3 Complaints. Email support@salamsolutions.com.au with the problem and the outcome you want. We’ll acknowledge it within 2 Business Days and aim to resolve it within 14 days.

9.4 Disputes. If we can’t resolve a dispute by talking, either of us can propose mediation with an independent mediator, with costs shared equally. This doesn’t stop either of us seeking urgent court orders, recovering unpaid debts, or contacting a regulator.

9.5 Events outside our control. Neither of us is responsible for delays caused by events outside our reasonable control, such as natural disasters, outages at major platforms or providers, or illness. This doesn’t excuse payment for services already supplied.

9.6 Notices. Notices must be in writing by email: to us at support@salamsolutions.com.au, and to you at the email in your Client Service Agreement.

9.7 Electronic signing. Agreements and notices may be signed and sent electronically.

9.8 Transfer. You may not transfer your agreement to someone else without our written consent. We may transfer it to a new owner of our business with notice to you, on the same terms.

9.9 If part is invalid. If any part of these terms is invalid or unenforceable, it is read down or removed to the extent needed, and the rest still applies.

9.10 No waiver. If we don’t enforce a right straight away, we can still enforce it later.

9.11 Entire agreement. The documents in clause 1.3 are the whole agreement between us about the services.

9.12 Governing law. These terms are governed by the law of the Australian state or territory named in your Client Service Agreement, and its courts have jurisdiction.