AGENT AID TERMS AND CONDITIONS
Client Services
Last updated: 15 December 2025
1. Who we are
1.1 These Terms govern your use of Agent Aid’s services and website.
1.2 Agent Aid is operated by AGENT AID PTY LTD (ABN 99 687 811 365).
1.3 Our registered address is Level 3 Unit 1/1 Horwood Place, Parramatta NSW 2150.
1.4 Contact: [email protected].
2. Accepting these Terms
2.1 By using our website, booking a call, signing a proposal or Statement of Work, or paying an invoice, you agree to these Terms.
2.2 If you do not agree, you must not use our services.
3. The Agreement and priority
3.1 Your agreement with us includes:
(a) the applicable Statement of Work, proposal, or signed order, and
(b) these Terms.
3.2 If there is any inconsistency, the Statement of Work prevails to the extent of the inconsistency for that specific matter.
4. Our services
4.1 We provide virtual assistant services and support as set out in the applicable Statement of Work.
4.2 We may provide services through our employees, contractors, and offshore personnel.
4.3 We are not required to provide any specific individual unless expressly agreed in writing.
4.4 We do not provide legal, tax, financial, or employment advice.
5. Equipment
5.1 We check remote professionals have basic equipment suitable for standard remote work.
5.2 If you require additional equipment, software, or specialised tools, you are responsible for the costs.
5.3 If you request that we purchase equipment on your behalf and we agree, you must reimburse our reasonable costs.
6. Your responsibilities
6.1 You must:
(a) provide clear instructions, priorities, and deadlines,
(b) provide access, accounts, and information reasonably required to perform services,
(c) maintain the security and ongoing maintenance of your systems, and we will comply with reasonable security procedures you specify,
(d) maintain backups of your own data, and while we will take reasonable care when accessing your systems, we are not responsible for any loss, corruption, or unavailability of your data,
(e) provide timely approvals and feedback.
6.2 You must not request that we or any remote professional perform any act that is unlawful, unsafe, misleading, or abusive.
6.3 If you do not provide written feedback on a deliverable within seven (7) business days of delivery, we may treat the deliverable as accepted unless you raise a clear issue in writing within that period.
7. Remote professionals
7.1 Remote professionals are not your employees, agents, or representatives.
7.2 You must not employ, engage, or place any remote professional on your payroll, or provide employee benefits.
7.3 You may direct outcomes, priorities, timelines, and quality standards. We manage engagement and personnel matters.
8. Performance issues and replacement
8.1 If you identify a performance issue, you must notify [email protected] or your designated Account Manager and provide specific examples.
8.2 We will meet with you or arrange a call within seven (7) days to agree next steps.
8.3 Next steps may include coaching, a reasonable improvement plan, or replacement.
8.4 If a remote professional resigns or becomes unavailable, we will use reasonable efforts to source a replacement. Fees continue during this period unless otherwise agreed in writing.
8.5 If you have no work for the remote professional, fees still apply, as the remote professional remains allocated to your account during the term.
9. Fees, invoicing, and late payment
9.1 Fees are set out in the applicable Statement of Work or invoice.
9.2 Unless otherwise agreed in writing, invoices are issued monthly in advance and must be paid by the due date on the invoice.
9.3 Fees are exclusive of GST unless expressly stated otherwise.
9.4 If you fail to pay an amount when due, we may suspend services until all outstanding amounts are paid in full.
9.5 If we charge interest on overdue amounts, the rate is 2% per month.
10. Fee changes
10.1 We may change our fees by giving at least sixty (60) days written notice.
10.2 If you do not agree to the change, you may terminate the Agreement by giving written notice before the revised fees take effect.
11. Non solicitation and placement fee
11.1 During the term of the Agreement and for twelve (12) months after it ends, you must not, without our prior written consent, directly or indirectly employ, engage, or contract with:
(a) any remote professional introduced to you by us, or
(b) any of our employees or contractors involved in providing services to your account.
11.2 If you breach clause 11.1, you must pay a placement fee of AUD $10,000 per person within fourteen (14) days of our invoice.
11.3 You agree the placement fee is a genuine pre estimate of our recruitment, onboarding, and replacement costs.
12. Confidentiality
12.1 Each party must protect the confidentiality of the other party’s confidential information.
12.2 You must ensure your employees, contractors, and agents also protect our confidential information.
13. Intellectual property
13.1 You own your business name, brand, data, and content you provide to us.
13.2 We own our templates, training materials, systems, methods, and processes.
13.3 Subject to payment of all fees, you receive a non exclusive, non transferable licence to use work created for you during the services for your internal business purposes.
13.4 You must not resell, distribute, or make available our templates, training materials, or internal documents as a standalone product or service without our prior written consent.
14. Data and security
14.1 You are responsible for your data, access controls, and backup processes.
14.2 We take reasonable steps to protect information in our control, but no system is completely secure.
14.3 Security alignment
(a) We maintain internal security processes designed to align with the intent of the Australian Cyber Security Centre ASD Essential Eight and key controls in ISO/IEC 27001.
(b) We are not ISO/IEC 27001 certified and we do not represent that we are certified.
(c) Our security processes may change over time.
14.4 Security controls we may use, depending on the service
(a) Access control based on least privilege.
(b) Multi factor authentication where supported.
(c) Removal of access when it is no longer needed.
(d) Patching and updates for systems we manage.
(e) Malware protection on managed devices where applicable.
(f) Backups for systems we manage, and restore testing where practical.
(g) Activity logging on key systems where supported.
(h) Secure transfer methods for files and data where practical.
14.5 Security incidents
(a) If we become aware of unauthorised access or a suspected security incident involving information in our control, we will notify you as soon as reasonably practicable and cooperate with your response.
(b) You agree to notify us promptly if you believe an account we access has been compromised.
15. Disclaimers
15.1 We do not guarantee any specific outcomes, results, leads, or revenue.
15.2 Outcomes depend on factors including your instructions, access, approvals, systems, and internal processes.
16. Limitation of liability
16.1 To the maximum extent permitted by law, we exclude liability for indirect, consequential, or special loss, including loss of profit, loss of revenue, or loss of opportunity.
16.2 To the extent permitted by law, our total aggregate liability arising out of or in connection with the Agreement is limited to the fees paid by you to us in the three (3) months immediately preceding the event giving rise to the claim.
16.3 Nothing in these Terms limits or excludes rights or remedies that cannot be limited or excluded under the Australian Consumer Law.
17. Term and termination
17.1 The Agreement continues month to month unless a fixed term is specified in the applicable Statement of Work.
17.2 Either party may terminate a month to month service by giving at least thirty (30) days written notice by email.
17.3 Either party may terminate the Agreement if the other party commits a material breach and fails to remedy it within ten (10) business days after receiving written notice.
17.4 Upon termination, you must pay all fees and charges incurred up to and including the effective date of termination.
18. Force majeure
18.1 We are not liable for failure or delay in performing services to the extent caused by events beyond our reasonable control.
18.2 We will work with you in good faith on a fair plan, which may include a temporary suspension of services or a reasonable service credit.
19. Notices
19.1 Notices must be provided in writing by email.
19.2 Notices to us must be sent to [email protected], or any other email address we notify you of in writing.
20. Governing law
20.1 These Terms are governed by the laws of New South Wales, Australia.