These terms apply when you commission Service Pulse Base of Level 7, 38 Castlereagh Street, Sydney NSW 2000. By paying a deposit, signing a quote, or asking us onto the floor after we have sent these terms, you accept them. If a signed quote conflicts with a clause below, the quote prevails for that engagement only.
The work
We provide on-site observation, silent visits, waiting-room studies, counter conversation reviews, and written reports of service usage insights. We do not provide legal advice, building design, staff dismissal evidence, or software. Application analytics in our sense is a field craft, not a licence to record private consultations.
Your premises
You warrant that you may invite observers into the public areas of the site and that staff have been told what they need to be told under the briefing we agree. You remain responsible for the safety of visitors and for any statutory duty you already hold.
Intellectual property
Notebooks stay with us. The report we deliver is licensed to the commissioning organisation for internal use, including sharing with staff who work the desk. You may not publish the report, or our name beside it, as marketing without written consent. We may describe the engagement in general terms (a library membership desk, a clinic in Parramatta) unless you ask us in writing to keep the sector unnamed.
Confidentiality
We do not write visitors’ names. We do not take documents from your counter. Staff remarks made in passing are not findings unless they describe a public pattern. We keep drafts for seven years, then destroy them.
Liability
We take care. We do not promise that a queue will shorten, that a form will be finished faster, or that a regulator will be satisfied. Our liability for an engagement is limited to the fees paid for that engagement, except where Australian law forbids a limit (including for fraud or personal injury we cause). We are not liable for loss of profit, loss of custom, or decisions you take after reading a report.
Payment
Deposits and balances follow the quote. Overdue balances may pause a debrief. Fees are in Australian dollars and GST will be added where it applies.
Governing law
These terms are governed by the laws of New South Wales, Australia. Courts of New South Wales have exclusive jurisdiction, except that we may seek urgent relief in another competent court if needed to protect notebooks or a report.
Changes
We may update these terms for future engagements. Work already booked keeps the terms sent with its quote.
Questions: hello@service-pulsebase.digital or +61 2 5550 4300.