Terms of Use

Our Process

This page outlines our standard process from initial enquiry through to final delivery. It sets out the information we require from customers, the responsibilities of each party, and the service customers can expect at each stage. These provisions apply to all engagements, whether single projects or ongoing arrangements.

Customers are encouraged to raise any questions prior to confirming an order, as matters are generally resolved more efficiently before production commences.

Pricing

Pricing is determined based on the specifications provided at the time of enquiry, including quantities, sizes, materials, finishes, turnaround times, and any distribution or fulfilment requirements. Should any of these elements change prior to completion, pricing may be adjusted to reflect the revised scope.

Factors that may affect pricing after a quote has been issued include:

• Changes to quantities or run sizes

• Upgrades to stock, finishes, or production methods

• Additional services introduced after the order is confirmed

• Variations in supplier or freight costs between the date of quotation and production

Written quotes remain valid for 30 days from the date of issue unless otherwise stated. Pricing may be re-confirmed on request beyond that period.

Artwork & Materials

Artwork should be supplied print-ready: correctly sized, in the appropriate colour profile, with bleed and crop marks where required, and with fonts either embedded or converted to outlines. A specification sheet appropriate to the job is available on request.

In-house design services are available where required and are charged separately. In both cases, a proof is provided for review prior to production. No work is printed or distributed without written approval of the proof. Customers should review proofs carefully for spelling, layout, colour, contact details, and all other content.

As a full-service mailing house, we undertake the technical processing of mailing data on the customer’s behalf, including cleaning, deduplication, address validation, formatting, and merging. Best-practice guidance for direct mail and distribution campaigns is available where required.

The following responsibilities remain with the customer:

• Accuracy of copy, contact details, prices, and claims

• Rights to use any logos, images, or third-party content supplied

• Authority to market to recipients on any list provided, including obligations under the Spam Act, Privacy Act, and Do Not Call Register

• Compliance of campaign content with industry-specific advertising rules, including real estate listing requirements, financial services disclosures, and therapeutic goods restrictions

While obvious issues identified during proofing will be raised, we are not in a position to provide legal advice on campaign content. Once a proof has been approved, any errors carried through from the supplied artwork are the responsibility of the customer. A thorough review at proof stage is therefore strongly recommended.

Additional Costs

Quoted prices cover the work as originally specified. Additional charges may apply where work is required outside that scope, including:

• Artwork corrections or amendments following submission

• Additional proofs beyond the standard rounds included

• Data processing or cleansing beyond the scope of the original brief

• Urgent or rush requests requiring rescheduling of existing work

• Storage of finished goods held on the customer’s behalf

• Freight, handling, or redelivery charges

• Delays attributable to the customer that affect production scheduling

Additional costs will be communicated in advance wherever practicable.

Order Confirmation

Acceptance of a quote, whether by email, signed acceptance, or other written confirmation, constitutes confirmation that the specifications, quantities, and pricing are correct and that the customer authorises work to proceed.

Following acceptance:

• Amendments to the order may affect price and production timing and must be agreed in writing.

• Cancellations may incur charges covering work completed to date, materials ordered, and production capacity reserved.

Where amendments are required, early notification allows for the broadest range of options.

Production & Timing

Production commences upon approval of the proof and receipt of any required deposit. Until both conditions are met, the order is held in queue and does not occupy production capacity.

All quoted timeframes for production, delivery, and distribution are estimates based on current workload and supplier lead times. While every reasonable effort is made to meet them, they are not guaranteed. Customers will be notified promptly of any material change.

Factors that commonly affect timing include:

• Speed of artwork supply and proof approval

• Stock and material availability from suppliers

• Freight and courier schedules

• Weather and operational conditions affecting distribution

Customers with fixed deadlines — for example, an event date, campaign launch, or property listing — are asked to advise of these requirements at the time of order so that scheduling can be arranged accordingly.

Distribution Services

For jobs involving letterbox or walker distribution, coverage is defined by reference to detailed distribution maps. Only the highlighted areas on those maps are included in the quoted price. Small pockets within the broader region, typically streets or estates where regular walker coverage is not currently available, may be excluded. Such exclusions are visible on the map.

The following points apply to standard walker distribution:

• Delivery is subject to weather and operational conditions, which may affect timing

• “No junk mail” notices are observed in line with industry practice

• Coverage extends to standard residential letterboxes only. Gated communities, apartment blocks with locked foyers, and commercial premises are not included unless arranged in advance

Where full coverage of a region is required, including areas not serviced by standard walker distribution, alternative methods such as addressed mail or premium routing can be arranged and quoted separately.

Circumstances Beyond Our Control

Certain events affecting production or delivery fall outside the reasonable control of the company or its suppliers. In those circumstances, no liability is accepted for resulting delays or non-performance. Affected customers will be notified promptly and reasonable steps taken to minimise impact.

Such events include, but are not limited to:

• Severe weather

• Industrial action or labour shortages

• Supply chain disruption or material shortages

• Equipment failure outside the scope of normal maintenance

• Power, internet, or infrastructure outages

• Government restrictions or other unforeseen events

• Where a delay of this nature is likely to materially affect an order, the customer will be contacted at the earliest opportunity to discuss available options.

Payment Terms

Payment terms are confirmed at the point of order and may include:

• A deposit payable prior to commencement of work, generally required for larger projects, custom production, and new accounts

• Progress or instalment payments at agreed milestones

• Payment in full on completion for smaller or standard jobs

• Account terms for approved account customers

Invoices are payable by the due date specified. Where payment is not received by the due date, work in progress and any further scheduled work, including production and distribution, may be paused or held until the account is brought into good standing. Failure to pay may also result in the suspension or cancellation of services and the referral of outstanding amounts to a debt collection agency for recovery. Customers experiencing payment difficulties are encouraged to make contact promptly so that arrangements can be discussed.

Further Information

For any matters requiring clarification, or for projects with requirements outside the standard process described above, please contact us prior to confirming an order.