In Summary

The purpose of this document is to ensure that there is no confusion as to the responsibilities of both you, the client, and us, who you are hiring to provide goods and services.

We will always do our best to fulfil your needs and meet your goals!

The Task at Hand

Firstly, let us know what you require us to do. Putting it in writing ensures we all know exactly what needs to be done. We will then provide you with a quote for the work and an estimated time for completion.

Whilst we will stick to the quoted price and estimated completion date, you would appreciate that if you change the work you want us to do or any of the job components, we may need to change the price or completion date.

Provision of Material

Once deadlines and timeframes have been agreed to, you will agree to provide us with all the information required to complete the project. This will include, but not be limited to – data, images, artwork, lettertext/s, stock, file layout and data mapping, which will be supplied as and when we need it, in the format we specify and within the requested times.

You acknowledge that if you are late providing this material, there may be changes to the price and the estimated completion date.

First Class Consulting & Mailing (FCCM) cannot be held liable for a missed deadline/turnaround if time frames have been compromised and or instructions are not put into writing.

Changes and Revisions

It is possible that you may need to change your artwork, lettertext and/or data files. We allow for one round of author’s corrections at no additional charge. However, should you require any further changes, these will be charged at our standard rate for author’s corrections, except when a provided sample does not match the original brief or an element of the original brief has been missed by our team.

Any changes or revisions will be required in writing at the time the request has been made to ensure the integrity of campaign and job instructions.

For complex programming structures, if a change is requested after we have already initiated the setup process, you will be charged an additional set up fee, indicative to the number and type of changes.

If you have not provided a file layout and/or data mapping, you will be charged a fee to set up the forms and documents.

Terms of Payment – this is important

We are sure you understand how important it is as a small business that you pay the invoices that we send you promptly.

As we’re also sure you’ll want to stay friends, you agree to stick to the payment schedule.

You agree you will pay us in full within 7 days and will not deduct or set off any amount that you say is owing to you.

If payment is not made on time, we will – very reluctantly – stop work. We will also retain any stock or material you have provided us under our lien until our account is up to date.

If payment is late we will charge you interest at 20% per annum compounding monthly.  You have been warned!

If we do not get payment and we have to engage our lawyers because you do not pay, you will have to pay our legal costs and expenses on an indemnity basis. We certainly hope that is not necessary.

You agree to limit any claim for goods we have provided you to the replacement of the goods or the supply of equivalent goods, repair of the goods, payment of the costs of replacing or acquiring equivalent goods and payment of the cost of repair of the goods.

Privacy – It’s Important – please take it seriously!

You take responsibility for any data that you share with us and guarantee that you have obtained explicit permission to contact the recipients and that you have complied with the Privacy Act in sourcing and using the data that is supplied to us.

You undertake to ensure that any files transferred to FCCM will be done so securely. FCCM will not be liable for a data privacy breach occurring as a result of files received without password encryption.

Quality Assurance

Whilst we endeavor to always get everything correct, we are human and there is a possibility of error. We have extensive QA procedures in place to ensure that we minimize the risk of damage/error to your job in the following areas and define our minimum standard of service:

Manual Processing – one in every one hundred records are checked.
Random spot checks on a job. If an error is found, the operator will alert a supervisor who will then check the 5 records preceding and proceeding the piece with the error to ensure that it is isolated.
Machine Processing – the client accepts that machines can sometimes cause damage to mail pieces while printing, folding, sealing and inserting. For this reason, we require a 5% stock buffer for any elements of the mailing.
Sign Off

To further reduce the possibility of error, we ask that you sign off samples that we provide to ensure that the job is being processed in accordance with your instructions. We will include as many variations of the job as possible or required. The client is responsible for sign off and work will not commence until sign off has been received. Our commitment to turnaround times begin once sign off is received.

FCCM will not accept responsibility for any errors or omissions once samples have been signed off on.

26 April 2019

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