Terms & Conditions / Agency Services Terms

Last updated: 23 June 2026

This website and the services described on it are operated by True North Innovations Pty Ltd (ABN 34 677 383 149) ("TNI", "we", "us" or "our").

Contact details:

• General enquiries: info@truenorthinnovations.com.au
• Accounts and billing: accounts@truenorthinnovations.com.au
• Sales: sales@truenorthinnovations.com.au
• Phone: 03 4158 4444

By accessing this website, requesting a quote, accepting a proposal, accepting a Service Schedule, setting up a subscription, ticking an online acceptance box, signing electronically, or engaging our services, you agree to these terms.

1. Important notice

TNI provides services to business clients. However, some business clients may have rights under the Australian Consumer Law, including where the client is treated as a consumer for the relevant supply. Nothing in these terms excludes, restricts or modifies any right, guarantee or remedy that cannot legally be excluded, restricted or modified.

These terms should be read with:

1. your quote, proposal, Service Schedule or service agreement;
2. our Privacy Policy;
3. our Refund & Cancellation Policy;
4. our Direct Debit Request Service Agreement, if direct debit applies;
5. the Lead Data and Data Processing terms set out at the end of these Terms, where we access lead, enquiry, campaign, analytics or CRM data; and
6. any written special conditions agreed between us.

2. Definitions

Client, you or your means the person, business, company or organisation engaging TNI.

Engagement means the quote, proposal, Service Schedule, online subscription, service agreement, email acceptance, clickwrap acceptance, e-signature, or other written arrangement that describes the services we provide to you.

Services means services supplied by TNI, including SEO, Google Ads management, paid advertising support, website design and development, landing pages, CRM development, automation, AI consulting, analytics, tracking, reporting, hosting support, maintenance and related digital services.

Service Schedule means the document, quote, proposal or service agreement that records the plan, price, services, minimum term, billing method and special conditions for an Engagement.

Third-Party Platforms means platforms and tools not controlled by us, including Google, Meta, Stripe, hosting providers, domains, email providers, analytics tools, CRM tools, WordPress plugins, APIs, AI tools and software vendors.

Lead Data means lead, enquiry, contact-form, call-tracking, chat, booking, CRM, landing-page, advertising, analytics or similar data generated through your website, landing pages, campaigns or digital channels.

3. How an Engagement starts

An Engagement starts when you do any of the following:

1. accept a quote or proposal;
2. accept a Service Schedule;
3. complete a website or Stripe subscription sign-up flow;
4. tick an online acceptance checkbox;
5. sign electronically or physically;
6. approve work by email or written message; or
7. ask us to start work after receiving the relevant commercial terms.

If you accept for a company, business or organisation, you confirm that you are authorised to bind that entity.

4. Services and scope

We provide digital services, which may include:

1. search engine optimisation;
2. Google Ads and paid advertising management;
3. website design and development;
4. landing pages;
5. conversion tracking;
6. analytics and reporting;
7. CRM configuration and development;
8. automation and AI consulting;
9. hosting and website support;
10. technical troubleshooting; and
11. related advisory and implementation work.

The exact scope is set out in your Engagement.

Anything not expressly included is out of scope unless we agree in writing.

Out-of-scope work may include extra pages, extra features, extra revisions, emergency support, custom integrations, major redesigns, ad spend, third-party subscriptions, software licences, photography, video, copywriting, legal advice, accounting advice, platform dispute work and work caused by changes made by you or other suppliers.

5. Professional standard and no guaranteed results

We will perform the Services with due care and skill.

Digital marketing and technology results depend on factors outside our control, including search engines, advertising platforms, market demand, competition, your offer, customer behaviour, website history, tracking limits, platform rules, third-party outages and your responsiveness.

Unless we expressly agree in writing, we do not guarantee:

1. Google rankings;
2. traffic volume;
3. lead volume;
4. sales or revenue;
5. return on ad spend;
6. cost per lead;
7. platform approval;
8. uninterrupted availability of third-party platforms; or
9. that third-party tools or algorithms will remain unchanged.

Any forecast, estimate, benchmark, opportunity calculation, traffic estimate, ranking estimate, lead estimate, conversion estimate, sales estimate, revenue estimate, return-on-ad-spend estimate, cost-per-lead estimate or similar figure is provided for planning and discussion only. It is not a promise, guarantee, warranty or representation that the result will be achieved.

6. Plans, retainers and minimum term

If you sign up for a recurring monthly plan or retainer, your Service Schedule or service agreement will set out the plan and fees.

Current standard plan names include Compass, Navigator and Summit. The current prices for each plan are shown on our website and in your Service Schedule.

The plan and price that apply to you are the ones shown in your accepted Service Schedule, quotation, checkout flow or service agreement.

Unless your Service Schedule says otherwise, recurring retainers have a six-month minimum term.

During the minimum term, the monthly fee remains payable unless you have a legal right to cancel, we materially breach the Engagement and do not fix the breach within a reasonable time, or we agree otherwise in writing.

If you end a minimum-term retainer early without a legal right to do so, we may charge an early termination amount equal to the unpaid fees for the rest of the minimum term, less any costs we reasonably avoid because the Services end early, and excluding any third-party costs not actually incurred or committed.

The six-month minimum term is disclosed before acceptance and exists because we reserve capacity, perform onboarding and setup, configure systems, and plan campaign work in advance.

After the minimum term, the retainer continues month to month until cancelled in accordance with the Service Schedule and Refund & Cancellation Policy.

7. Fees, GST, invoices and third-party costs

You must pay the fees set out in your Engagement.

Unless stated otherwise:

1. prices are in Australian dollars;
2. GST is added where applicable;
3. advertising spend is separate from our management fees;
4. third-party costs are separate unless expressly included; and
5. additional work outside scope may require a separate quote or written approval.

Third-party costs may include advertising spend, hosting, domains, software, plugins, licences, call tracking, email, SMS, AI tools, APIs, stock images, payment processor fees and other vendor charges.

We may issue Australian tax invoices. If payment is collected automatically, an invoice may be issued before, on or after the payment attempt depending on the billing process.

8. BECS Direct Debit and Stripe payments

We may accept payment by Australian bank account direct debit through BECS Direct Debit, processed by Stripe.

We do not store your full bank account details on our own systems.

When you set up direct debit, you authorise us, through Stripe, to debit your nominated account for the amounts and at the times described in your Engagement, Service Schedule, checkout flow or invoice.

BECS Direct Debit is a delayed payment method. A payment is not treated as complete until Stripe or our payment provider confirms it has succeeded.

You must ensure that:

1. the nominated account can accept direct debits;
2. all required account holders have authorised the debit;
3. the account details are correct;
4. there are sufficient cleared funds on the debit date; and
5. you tell us promptly if the account is closed, transferred, changed or unable to accept debits.

If a payment fails, is dishonoured, reversed or disputed, we may pause services, retry payment, ask for payment another way, recover amounts owed, and pass on reasonable third-party dishonour or payment-failure fees where permitted.

Cancelling a direct debit authority prevents future debit attempts under that authority, but it does not automatically cancel your Engagement, end a minimum term, remove notice-period fees or remove amounts already owed.

9. Client responsibilities

You must:

1. provide accurate information;
2. provide required access to accounts, websites, systems, analytics, advertising, hosting, domains and CRM tools;
3. provide content, assets, approvals and feedback within a reasonable time;
4. ensure content, images, trade marks, claims, offers and instructions you provide are lawful and do not infringe third-party rights;
5. maintain required third-party accounts, budgets and subscriptions;
6. comply with third-party platform policies;
7. maintain appropriate privacy notices and collection notices for your own website, forms, campaigns and customers;
8. not configure forms to collect sensitive information unless agreed in writing; and
9. tell us about issues that may affect the Services.

You must tell us before making, or allowing another supplier to make, material changes to the website, hosting, DNS, CMS, plugins, theme, code, redirects, robots.txt, sitemap, landing pages, forms, tracking tags, Google Analytics, Google Tag Manager, Google Search Console, Google Ads, Meta Ads, CRM workflows, call tracking or other systems connected with the Services.

We are not responsible for loss, disruption, traffic changes, tracking issues, ranking changes, lead changes or sales impact caused or contributed to by changes made without our written approval or outside our control.

Client delay may affect timelines and outcomes. Fees may remain payable during periods of client delay.

10. Access to accounts and systems

We may need access to websites, CMS platforms, hosting, domains, DNS, Google Ads, Google Analytics, Google Tag Manager, Google Search Console, Google Business Profile, Meta Business Manager, CRM, email, SMTP, call tracking, lead tracking, booking, payment and form systems.

You must only give us access that you are authorised to provide.

We will use access only to provide the Services, monitor performance, troubleshoot issues, report results, improve campaigns and support your Engagement.

You remain responsible for your own account security, including user access, former staff access, passwords and multi-factor authentication.

11. Advertising platforms, SEO and analytics

Search engines and advertising platforms may change rules, algorithms, auction conditions, review standards and account requirements without notice.

Campaigns may be delayed, rejected, limited or suspended by a platform.

Tracking data may be incomplete because of privacy settings, cookie restrictions, browser behaviour, consent tools, technical issues or platform limits.

Traffic, ranking, lead, conversion, sales and revenue changes may be affected by many factors outside our control, including search engine algorithm changes, advertising platform changes, competitor activity, seasonality, market demand, client pricing, client offer, client reputation, website history, tracking limitations, hosting performance, third-party plugins, content changes, technical changes, sales process, customer behaviour, and changes made by you or other suppliers.

We are not responsible for a drop in traffic, rankings, leads, conversions, sales or revenue unless the drop is caused by our breach of the Engagement or failure to provide the Services with due care and skill, and the claimed loss is recoverable at law.

You must not treat a change in traffic, rankings, leads, conversions, sales or revenue as being caused by us unless that cause is supported by reasonable technical and commercial evidence.

We will use reasonable professional skill but cannot control third-party platform decisions.

12. Websites, hosting, CRM and technical work

If we build, maintain or support websites, landing pages, CRM systems or integrations:

1. the Engagement specifies what is included;
2. timelines depend on access, content, approvals, testing and third-party tools;
3. websites and systems require ongoing maintenance;
4. urgent support is included only if stated;
5. third-party plugins, APIs and software can change or fail; and
6. technical SEO, hosting, performance, security, plugin updates and integrations are separate unless included.

Limited content management interface

For custom websites, including React, Next.js, Node.js, headless, API-connected or custom-coded websites, we may provide a limited content management interface where this is included in the Engagement.

The limited content management interface is intended to let you manage common website content within the approved website design and templates. This may include, where applicable, editing text and images on existing editable pages, creating blog posts or articles, adding service pages using approved service-page templates, editing basic page metadata, and managing on-page SEO fields such as page title, meta description, headings, image alt text and internal content.

The limited content management interface is not a full website builder, page builder, theme builder, design system editor, WordPress replacement, Elementor-style editor, Webflow-style designer, or tool for redesigning the website, changing the brand, creating new layouts from scratch, changing global components, changing code, changing integrations, changing navigation logic, changing form logic, changing payment systems, changing hosting, or changing technical SEO settings outside the editable fields provided.

New templates, new layouts, new sections, new components, new integrations, major design changes, brand redesigns, custom functionality, migration work, developer training, source-code changes and technical support are not included unless expressly stated in the Engagement or quoted separately.

A custom-coded website may still require a developer, technical support provider or hosting provider for maintenance, updates, deployment, backups, security, performance, integrations, API keys, environment variables, hosting, monitoring and troubleshooting. For website, CRM, automation or software deliverables, we may provide work through staging, preview, test environment, demo, written summary or live deployment. You must review and test deliverables within the review period stated in the Engagement, or within 7 days if no review period is stated.

A deliverable is treated as accepted when you approve it in writing, use it in production, ask us to publish it, or do not raise a material defect within the review period.

Minor issues, cosmetic preferences, new requirements, changed instructions or out-of-scope requests do not prevent acceptance of the deliverable.

Where work involves websites, hosting, CMS platforms, plugins, integrations or tracking systems, we may recommend backups, staging environments, rollback points or access controls. Unless the Engagement expressly says we are responsible for managed hosting or backup administration, you remain responsible for maintaining independent backups and hosting-level recovery options.

13. AI tools, automation and subcontractors

We may use internal tools, automation, AI-assisted workflows, contractors or subcontractors to help deliver the Services.

Where we use these resources, we remain responsible to you for the Services we provide.

We will take reasonable steps to protect confidential information and personal information.

Where practical, we use de-identified, minimised or business-level information for analysis, reporting, automation and quality improvement.

We will not intentionally submit sensitive information, bank account details, passwords or unnecessary personal information into AI tools. Where AI-assisted tools are used, we will use minimised, de-identified or business-level information where practical.

14. Lead Data and privacy

Where the Services involve access to Lead Data, you agree that we may access and handle Lead Data only for purposes connected with the Services, including attribution, lead-quality review, campaign optimisation, reporting, CRM workflow, troubleshooting and service improvement.

More detailed rules are set out in the Lead Data and Data Processing terms at the end of these Terms.

You are responsible for making sure your own website forms, landing pages, privacy policy and collection notices tell individuals how their information is collected, used and disclosed, including that it may be shared with service providers such as digital marketing agencies, website developers, hosting providers, CRM providers, analytics providers, advertising platforms, automation providers, payment providers and AI-assisted productivity or reporting tools where reasonably required for the Services.

15. Confidentiality

Each party must keep the other party's confidential information confidential and use it only for the Engagement, except where disclosure is required by law or reasonably required to professional advisers, staff, contractors or service providers involved in the Engagement.

Confidential information includes business information, pricing, strategies, campaign data, login details, technical information, client information, Lead Data and non-public materials.

16. Intellectual property and ownership

You keep ownership of your pre-existing business name, brand, logos, content, customer data and accounts.

Unless the Engagement says otherwise, once you have paid all amounts due for the relevant work, you own the final client-specific deliverables we create for you, such as final approved website copy, final approved design assets, custom pages and client-specific CRM configuration.

We retain ownership of our pre-existing materials, know-how, methods, templates, frameworks, code libraries, internal tools, reusable components, processes, training materials and non-client-specific materials.

Third-party materials remain subject to third-party licences.

17. Account ownership and handover

Unless otherwise agreed, your advertising accounts, analytics accounts, domain names, hosting accounts, website accounts, CRM data and business content should be owned by you or your business.

If we create or manage accounts for you, handover depends on platform rules, account status, security requirements and whether all amounts owed have been paid.

We may retain copies of project records, invoices, correspondence, reports and de-identified or aggregated performance data for business, legal, accounting, quality assurance and reporting purposes.

18. Website, hosting and software exit / handover

If we build, host, maintain or support a website, landing page, CRM, automation, integration or software system for you, the exit and handover process depends on the Engagement, the platform, third-party rules, security requirements, account status and whether all amounts owed have been paid.

After termination or cancellation, and after payment of all amounts due, we will provide a reasonable handover of the client-owned materials in our control. This may include, where applicable and reasonably available:

1. website content and media files;
2. client-owned design assets;
3. production website files or export package;
4. database export or CMS export;
5. domain, DNS, hosting and deployment notes;
6. analytics, advertising, CRM and tracking account access notes;
7. a list of known third-party services, licences, plugins, APIs or subscriptions connected with the website;
8. reasonable administrator access transfer where the platform allows it; and
9. Lead Data handled in accordance with the Lead Data and Data Processing terms in these Terms.

Source-code handover for custom websites

For custom websites, including React, Next.js, Node.js, headless, API-connected or custom-coded websites, any source-code handover will be provided as a client-specific source-code package.

The client-specific source-code package may include the website source code, page templates, content structures, styling, configuration files, content-management interface code, and TNI components, utilities or templates reasonably required for that website to build, run and be maintained by you or your developer.

Unless the Engagement expressly states otherwise, you receive ownership of the client-specific content, branding, images, copy, page data and final client-specific deliverables created for that website after all amounts due have been paid.

We retain ownership of our pre-existing materials, reusable components, templates, utilities, frameworks, methods, know-how, internal tools, development systems, deployment processes and non-client-specific code.

Where TNI-owned components, utilities, templates or other reusable materials are included in a client-specific source-code package, we grant you a non-exclusive, perpetual, royalty-free licence to use those materials only as part of operating, maintaining, modifying and extending your own website.

You must not extract, resell, redistribute, sublicense, repurpose or use TNI-owned reusable materials to build unrelated websites, competing platforms, template libraries, software products or services for other businesses.

Source-code handover does not include developer training, migration to another hosting provider, CI/CD setup, infrastructure setup, third-party account setup, custom documentation, redesign, new templates, new features, or extended technical support unless these are expressly included in the Engagement or quoted separately.

You acknowledge that a custom-coded website may still require a suitably qualified developer or technical provider to maintain, modify, deploy, secure and operate the website after handover.

If your website is hosted on TNI-managed hosting, cancellation of the Services does not automatically move the website to another host. You are responsible for arranging replacement hosting, developer support, domain/DNS access, email configuration, backups, monitoring, security updates, software updates, SSL, API keys and third-party subscriptions after the Services end, unless we agree in writing to provide ongoing hosting or maintenance.

We may keep the website live during the notice period if the account is paid and there is no legal, security, privacy, platform-policy or operational risk. After the notice period or agreed transition period ends, we may suspend or remove hosting access for the website, provided we have given a reasonable opportunity to request handover of client-owned materials.

We are not responsible for errors, downtime, data loss, security issues, ranking changes, traffic changes, tracking issues, lost enquiries or other issues that occur after the website is migrated away from TNI, modified by you or another supplier, or operated outside our control.

We may retain copies of project records, invoices, correspondence, technical notes, logs, backups, legal records and de-identified or aggregated performance data for legal, accounting, insurance, dispute, audit, quality, security and business record purposes.

19. Changes, revisions and out-of-scope work

The Engagement may include a specific number of revisions or support hours.

A revision is a reasonable change to work already within the agreed scope. It does not include a new concept, new feature, new page type, new integration, new campaign structure or a change in business direction unless agreed.

Out-of-scope work may be quoted separately.

20. Suspension

We may suspend Services if:

1. payment is overdue;
2. a direct debit fails or is reversed;
3. required access is not provided;
4. continuing work would create a legal, security, privacy or platform-policy risk;
5. you breach these terms or an Engagement; or
6. a third-party platform suspends or restricts an account needed for the Services.

Where practical, we will give notice before suspension and a reasonable opportunity to fix the issue. We may act immediately where needed to protect systems, data, security, accounts or legal compliance.

Suspension does not remove amounts already owed.

21. Termination and cancellation

Either party may terminate an Engagement in accordance with the Service Schedule or Refund & Cancellation Policy.

Unless the Service Schedule says otherwise:

1. you cannot cancel a six-month minimum-term retainer early without paying any applicable early termination amount, except where the law gives you a right to cancel, we materially breach the Engagement and do not fix the breach within a reasonable time, or we agree otherwise in writing;
2. any early termination amount for a minimum-term retainer will be calculated as the unpaid fees for the rest of the minimum term, less any costs we reasonably avoid because the Services end early, and excluding any third-party costs not actually incurred or committed;
3. after the minimum term, either party may cancel by giving 30 days' written notice;
4. either party may terminate immediately for serious breach if the breach is not fixed within a reasonable time after written notice; and
5. you remain responsible for work performed, third-party costs incurred, committed ad spend, notice-period fees and amounts due up to the termination date.

22. Refunds

Refunds and cancellations are handled under our Refund & Cancellation Policy.

Fees already billed are not automatically refundable. However, we will provide any refund, credit, re-performance, cancellation right or other remedy required by the Australian Consumer Law or any other applicable law.

Nothing in these terms limits your rights under the Australian Consumer Law.

23. Australian Consumer Law and non-excludable rights

TNI provides services to business clients. However, some business clients may have rights under the Australian Consumer Law, including where the client is treated as a consumer for the relevant supply. Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded.

Where the law allows us to limit our liability for a failure to comply with a consumer guarantee or other non-excludable guarantee, our liability is limited to re-supplying the relevant services or paying the cost of having the services re-supplied.

24. Limitation of liability

To the extent permitted by law, we are not liable for indirect, special or consequential loss, loss of profit, loss of revenue, loss of opportunity, loss of goodwill, loss of data, platform outages, platform decisions, third-party software failures, search engine changes, advertising platform changes, or losses caused by your delay, instructions, content, access changes or breach.

To the extent permitted by law, our total aggregate liability for claims connected with an Engagement is limited to the fees you paid to us for that Engagement in the three months before the event giving rise to the claim.

This limitation does not apply to liability that cannot legally be limited.

25. Indemnity

You indemnify us against loss, liability, cost or expense we reasonably incur because of:

1. content, claims, offers, images, materials or instructions you provide;
2. your breach of these terms;
3. your breach of third-party platform rules;
4. your infringement of third-party intellectual property rights;
5. your unlawful collection or handling of personal information; or
6. your failure to provide required notices or consents to leads, customers or website visitors.

This indemnity applies only to the extent the loss is caused or contributed to by your act, omission, breach or instructions.

26. Disputes

If a dispute arises, both parties must first try to resolve it in good faith.

A party should give written notice describing the dispute and the outcome it wants. The parties must then try to resolve the dispute through discussion between authorised representatives.

If the dispute is not resolved within a reasonable time, either party may seek mediation or other lawful remedies.

Nothing prevents either party from seeking urgent injunctive or protective relief.

27. Electronic acceptance and records

You agree that electronic acceptance methods may be used, including checkboxes, online forms, digital signatures, email acceptance, Stripe records, our service agreement records and audit logs.

We may keep records of acceptance, including accepted document versions, timestamp, IP address, user-agent/browser information, customer name, business name, email address, and the related Stripe payment references.

28. Changes to these terms

We may update these terms from time to time.

The current version will be shown on our website.

For an existing Engagement, changes apply only where the change is required by law, is administrative or clarifying and not materially adverse to you, is accepted by you, or applies to a renewed, varied or extended Engagement.

We will not use a change to these terms to avoid work already promised under an existing Engagement.

29. Notices

Notices may be sent by email to the addresses used in the Engagement or to the contact details on our website.

Billing notices should be sent to accounts@truenorthinnovations.com.au.

30. Governing law

These terms are governed by the laws of Victoria, Australia.

The parties submit to the courts of Victoria and courts entitled to hear appeals from those courts.

31. Contact

True North Innovations Pty Ltd
ABN: 34 677 383 149
General enquiries: info@truenorthinnovations.com.au
Accounts and billing: accounts@truenorthinnovations.com.au
Phone: 03 4158 4444

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Lead Data and Data Processing

Last updated: 23 June 2026

This addendum applies where True North Innovations Pty Ltd (ABN 34 677 383 149) ("TNI", "we", "us" or "our") accesses, receives, stores, reviews, reports on or otherwise handles Lead Data for a client.

It forms part of the Engagement between TNI and the Client.

1. Purpose

TNI needs limited access to lead, enquiry, CRM, analytics, advertising and campaign data to provide digital marketing, website, CRM, tracking, reporting and optimisation services.

This addendum explains the permitted purposes, privacy responsibilities, security obligations and limits on use.

2. What Lead Data means

Lead Data means information captured or generated through:

1. website forms;
2. contact forms;
3. quote forms;
4. landing pages;
5. booking forms;
6. phone call tracking;
7. chat tools;
8. email enquiries;
9. CRM records;
10. advertising campaigns;
11. analytics systems;
12. conversion tracking;
13. Google Ads, Google Analytics, Google Search Console, Google Tag Manager and similar platforms;
14. Meta or other advertising platforms;
15. reports and dashboards; and
16. other digital channels connected with the Services.

Lead Data may include names, phone numbers, email addresses, business names, enquiry content, campaign source, landing page, form URL, message content, lead status, appointment status, conversion data and related technical data.

3. Client role and responsibility

The Client is usually the business collecting personal information from its own leads, customers, website visitors and enquirers.

The Client remains responsible for its own privacy, collection and consent practices.

The Client must ensure that its website, landing pages, forms, privacy policy, collection notices and customer communications tell individuals, where required, that their information may be disclosed to and handled by service providers such as digital marketing agencies, website developers, hosting providers, CRM providers, analytics providers, advertising platforms, automation providers, payment providers and AI-assisted productivity or reporting tools where reasonably required for the Services.

The Client warrants that it is entitled to give TNI access to Lead Data for the purposes in this addendum.

4. TNI role

TNI handles Lead Data as a service provider to the Client and only for purposes connected with the Services.

TNI will not use Lead Data for unrelated purposes.

TNI will not sell, rent or trade Lead Data.

TNI will not use a Client's Lead Data to market unrelated TNI services to those leads unless the individual has separately consented or the law permits it.

5. Permitted purposes

TNI may access and use Lead Data only for purposes directly connected with the Services, including:

1. receiving and routing enquiries;
2. monitoring whether forms and integrations work;
3. identifying spam, irrelevant or low-quality enquiries;
4. assessing lead quality;
5. reviewing enquiry content so campaigns can be improved;
6. attribution and source tracking;
7. conversion tracking;
8. campaign optimisation;
9. SEO and content improvement;
10. Google Ads and paid campaign improvement;
11. CRM workflow and automation;
12. call tracking and appointment tracking;
13. reporting to the Client;
14. troubleshooting technical issues;
15. auditing service performance;
16. maintaining records of services provided; and
17. meeting legal, accounting, insurance or dispute requirements.

6. Minimisation

TNI will only access, use and retain Lead Data to the extent reasonably necessary for the permitted purposes.

Where practical, TNI will use aggregated, de-identified or minimised data for reporting, analysis and training of internal processes.

TNI will not intentionally submit sensitive information, bank account details, passwords or unnecessary personal information into AI tools. Where AI-assisted tools are used, TNI will use minimised, de-identified or business-level information where practical.

7. Sensitive information

The Client must not configure forms, landing pages, CRM fields or campaigns to collect sensitive information unless:

1. it is genuinely necessary for the Client's business;
2. the Client has obtained all required consents;
3. the Client has appropriate privacy notices in place;
4. TNI has agreed in writing; and
5. appropriate security and handling arrangements are agreed.

Sensitive information includes health information, racial or ethnic origin, political opinions, religious beliefs, philosophical beliefs, union membership, sexual orientation, biometric information and criminal record information.

If sensitive information is accidentally provided to TNI or captured in a system TNI manages, TNI may delete, de-identify, restrict access to, or return that information unless it is necessary and lawful to retain it.

8. Subcontractors and service providers

TNI may use staff, contractors, subcontractors and service providers to deliver the Services.

These may include providers for website hosting, cloud infrastructure, email, CRM, analytics, advertising, call tracking, form processing, automation, reporting dashboards, AI-assisted tools, security, backups and professional advice.

TNI will take reasonable steps to ensure persons and providers who access Lead Data are subject to confidentiality and data-handling obligations appropriate to their role.

9. Overseas handling

Some service providers may store or process Lead Data outside Australia.

TNI may use providers in these categories:

1. hosting and cloud infrastructure;
2. email and SMTP;
3. CRM and ERP systems;
4. analytics and tracking;
5. advertising platforms;
6. call tracking and form tools;
7. payment processors;
8. AI-assisted productivity and reporting tools;
9. security, backup and support tools; and
10. professional advisers.

Likely overseas processing locations may include Australia, the United States, the European Union, the United Kingdom, Singapore and other locations used by the relevant provider.

The Client authorises TNI to use reputable overseas and cloud-based providers where reasonably required to deliver the Services, provided TNI takes reasonable steps to protect Lead Data and limit disclosure to what is reasonably necessary.

The Client must ensure its own privacy policy and collection notices disclose overseas handling where required.

10. Security

TNI will take reasonable technical and organisational steps to protect Lead Data from misuse, interference, loss, unauthorised access, unauthorised modification and unauthorised disclosure.

These steps may include access controls, limiting access, password and credential management, multi-factor authentication where available, secure cloud and hosting providers, secure payment processing through Stripe, audit logs where available, backups, confidentiality obligations and deletion or de-identification where appropriate.

11. Client security responsibilities

The Client is responsible for securing its own accounts, controlling its own users, removing former staff and suppliers, maintaining passwords and multi-factor authentication, avoiding unnecessary collection of personal information, keeping website and privacy notices up to date, notifying TNI of suspected account compromise, and following TNI's reasonable security instructions.

12. Data breach notification

If TNI becomes aware of actual or suspected unauthorised access to, loss of, or unauthorised disclosure of Lead Data, TNI will notify the Client without undue delay.

TNI will reasonably assist the Client to assess, contain, investigate and respond to the issue.

Where the Notifiable Data Breaches scheme applies, the Client and TNI will cooperate to determine notification responsibilities.

13. Retention and deletion

TNI will retain Lead Data only for as long as reasonably necessary for the Services, reporting, support, legal, accounting, insurance, dispute, audit, quality and business record purposes.

On termination or reasonable written request, TNI will return, delete or de-identify Lead Data in its control where reasonably practicable, except where retention is required or permitted for legal, accounting, insurance, dispute, audit, backup or legitimate business purposes.

TNI may retain aggregated or de-identified data that does not identify individuals or the Client's confidential information, including performance benchmarks, reporting structures, campaign learnings and operational analytics.

14. No direct relationship with leads

Unless separately agreed, TNI does not become responsible for providing services directly to the Client's leads or customers.

The Client remains responsible for responding to leads, providing goods or services to them, handling customer complaints and complying with laws that apply to the Client's own business.

15. Conflict

If this addendum conflicts with the main Terms & Conditions, this addendum applies to Lead Data handling to the extent of the conflict.

16. Contact

True North Innovations Pty Ltd
ABN: 34 677 383 149
Email: info@truenorthinnovations.com.au
Phone: 03 4158 4444