Version - 2025.2 Updated 15/11/25
1. General
These Terms, and any written quotation accepted by the Customer, form the entire agreement. No other representations or terms (including those implied by prior dealings, custom, or verbal agreement) shall apply unless expressly stated in writing by an authorised officer of Innertelligence.
2. Acceptance
Acceptance of any quotation provided by Innertelligence, whether by signature, email, SMS, WhatsApp, or other written communication, or by payment (in part or full), constitutes acceptance of these Terms and Conditions.
This includes acceptance of all commercial terms, licensing arrangements, warranty conditions, and liability limitations set out herein.
3. Payment Terms
All invoices are payable strictly within 7 days of issue unless otherwise agreed in writing. A late payment fee of 2% per month, or part thereof, will apply to any overdue balances. This fee is compounding, calculated on the total outstanding amount until full payment is received. Costs incurred in recovering overdue amounts, including legal or debt collection fees, are recoverable.
If the Customer disputes any portion of an invoice, written notice must be provided within 7 days of the invoice date. Undisputed amounts remain payable by the due date.
4. Quotations and Pricing
Quotes are valid for 30 days. Prices exclude GST unless otherwise stated and may change due to supplier, freight or currency shifts. Once accepted, prices are fixed unless legal, tax or uncontrollable cost changes occur.
5. Delivery and Supply
Delivery times are estimates only. Risk passes to the Customer upon dispatch or collection availability. Innertelligence is not liable for any loss arising from delays.
6. Property in Goods
Title remains with Innertelligence until full payment is received. The Customer must store unpaid goods separately. Innertelligence reserves the right to recover unpaid goods.
7. Personal Property Securities Act (PPSA)
The Customer grants a security interest over goods supplied under these terms. The Customer must assist in PPSR registration and enforcement.
8. Force Majeure
Neither party is liable for delays due to events beyond control (e.g., natural disasters, government action). Either party may terminate affected orders after 30 days. No refund for goods already supplied.
9. Returns, Cancellations and Claims
Returns require prior approval. Claims for incorrect or faulty goods must be made within 7 business days. A 10% restocking fee applies to cancelled orders, reflecting processing and handling costs.
10. Credit and Privacy
The Customer consents to credit checks and handling of personal data in accordance with the Privacy Act 1988.
11. Intellectual Property
All IP provided by Innertelligence remains its property. No IP licence is granted unless stated in writing.
The Customer is granted a non-exclusive, non-transferable licence to use Innertelligence’s software systems (including mobile access tools and dashboards) solely for managing access to their nominated facilities.
12. Warranty
Innertelligence provides a 12-month warranty on new hardware, valid from the earlier of (a) completion of installation or (b) 8 weeks after order acceptance, regardless of whether installation has occurred. The warranty covers defects in materials or workmanship under normal use.
12.1 The warranty is void in any of the following circumstances:
12.2 Warranty travel and labour costs
Warranty includes travel and labour costs for site visits occurring during standard business hours (8:00 AM to 5:00 PM, Monday to Friday) within a 50 km radius of Innertelligence’s nearest authorised technician base.
- For Queensland clients, this is measured from our Caboolture office.
- For Victorian clients, this is measured from our Pakenham office.
- For other regions, the reference point will be the location of an authorised
contractor or technician base as advised at the time of engagement.
13. Limitation of Liability
Innertelligence excludes liability for indirect, consequential or special losses. Claims are limited to the amount paid. Support is offered during business hours only unless covered by a formal SLA.
Mobile Pass and related software depend on third-party platforms. No compensation is due for outages unless specified in a Service Level Agreement.
14. Variations and Termination
Terms may be varied only by written agreement. Either party may terminate for breach (14 days' notice) or for convenience (30 days' notice).
15. Governing Law
These Terms are governed by the laws of Victoria, Australia. Parties submit to that jurisdiction.
16. Indemnity
The Customer indemnifies Innertelligence from all loss or damage arising from misuse, unauthorised changes, or system interference by unauthorised persons.
16.2 Installed Equipment and Ownership
Where goods supplied by Innertelligence are installed in a way that causes them to become fixtures under NSW law or similar applicable state laws, title to such goods does not pass to the Customer unless and until full payment is received. In cases of non-payment, Innertelligence reserves the right to claim the value of the unpaid goods as a debt, and the Customer agrees to compensate Innertelligence for any loss, cost, or expense associated with the inability to recover installed goods, including installation labour, programming, software licensing, and disconnection costs.
17. Acceptable Use and Security
The Customer must ensure users do not share mobile credentials, tokens or temporary access links in a way that undermines system security. Innertelligence may suspend or restrict access where misuse is detected.
Acceptance of any quotation provided by Innertelligence, whether by signature, email confirmation, or payment (in part or full), constitutes acceptance of these Terms and Conditions.
This clause is subject to applicable state laws regarding fixtures. Where goods have become affixed to real property, Innertelligence may pursue recovery of their value as a liquidated debt rather than physical repossession.
18.Security and Equitable Charge
The Customer hereby charges in favour of Innertelligence all of its right, title, and interest in any real property it owns, both now and in the future, to secure payment of all monies owed under this agreement. The Customer consents to Innertelligence registering this charge or lodging a caveat on such property, and agrees to sign any further documentation required to give effect to this charge
19.Termination After Acceptance or Commencement
Once a quotation has been accepted, and works have commenced or payment (in part or full) has been received, the Customer may not cancel the agreement without written consent from Innertelligence.
Where cancellation is agreed, the Customer will be liable for all costs incurred up to the date of termination, including materials ordered, programming completed, labour expended, and a reasonable administration fee. This may include:
A minimum cancellation fee of 20% of the total quote; and/or
The cost of any equipment specifically ordered or customised for the Customer.
Any amounts paid prior to cancellation may be retained and applied against these costs.
By accepting a quote, providing written approval (including by SMS or WhatsApp), or making any payment, the Customer agrees to be bound by the current version of these Terms and Conditions.
Annex A – After-Hours Support and Remote Assistance
A1. Standard Support Hours
Innertelligence provides support services between 8:00 AM and 5:00 PM (AEST), Monday to Friday, excluding public holidays.
Support requests received outside these hours are considered after-hours and subject to additional charges.
A2. 24/7 Support Line
For urgent issues at any time, clients may call our
24/7 support line: 1300 312 184.
Please note that after-hours charges apply unless the client holds a current support agreement with specific entitlements.
A3. After-Hours Support Rates
After-hours support is billed as follows:
Remote or phone support: $198 per hour (billed in 30-minute blocks)
Onsite call-out: $295 call-out fee + $220 per hour (2-hour minimum)
All after-hours work is subject to technician availability and will be prioritised based on urgency and client agreement.
A4. Remote Assistance Scope
Remote support may include:
- Access credential resets
- Booking system sync diagnostics
- Troubleshooting of access control events
- DoorGuard24 or Mobile Pass usage support
- Configuration verification or log review
All remote sessions are logged for audit and quality purposes
A5. Emergency Support Protocol
For urgent issues outside standard hours (e.g., complete access system failure), clients may contact our emergency line 1300 312 184.
We aim to respond promptly but do not guarantee response unless the client holds a current support agreement.
A6. Exclusions (Always Billable)
The following services are not covered under warranty or standard support, and are billable regardless of time:
- Rectification of client-caused misconfiguration
- Adjustments to non-Innertelligence installed systems
- Training of new users or staff
- Networking, cabling, or internet issues
- Battery, power supply, or UPS faults