Client terms

• Master Services AgreementThe main agreement between your business and us. It covers fees and invoices, confidentiality, data protection, liability, and how either side can end it. Read it in full.
• Data Processing AddendumPart of the Master Services Agreement: how we handle personal information for you, where our people work, and how we tell you about a data incident. Read it in full.
• Seat ScheduleSigned for each Seat: the person, their level, hourly rate, usual hours and start date.
• Studio TermsHow Studio plans, hours, estimates, revisions and fixes work. They form part of the Master Services Agreement. Read them in full.
• Test Drive TermsThe terms for a 5-hour Studio Test Drive. They also form part of the Master Services Agreement. Read them in full.
• Refund and cancellation policyWhen you can cancel, and every refund, waiver and credit we offer. See our refund and cancellation policy.

Our services are for businesses. If anything on our website differs from your agreement, your agreement applies, except that where our refund and cancellation policy or the published conditions of a promise give you a better right, you have that right.

In short, this is how a Seat works. Your Master Services Agreement and Seat Schedule set it out in full.

• ContractMonth to month. Either side can end a Seat with 30 days' notice. There's no setup fee.
• StartWithin 12 to 48 hours of a successful interview.
• BillingInvoiced monthly in advance; hours not worked are credited on the next invoice. All your Seats are on one bill, and invoices are due within 7 days.
• HoursNo minimum hours. Part-time (20 to 37 hours a week) is the full-time rate plus 10%; under 20 hours, plus 20%.
• Prices and taxHourly rates are in your market's currency and exclude GST, VAT or sales tax, which is added where it applies. Get Hands is registered for GST.
• Rate risesYour person's hourly rate may rise by up to 5% a year, from the first anniversary of the Seat's start, with 60 days' notice and the right to end the Seat before it applies.
• OvertimeOnly when you and your person both agree to it in advance.
• AbsencesYou aren't charged for hours your person doesn't work, apart from paid leave.
• Paid leaveAfter their third month, your person earns 8 hours of paid leave a month. Paid leave hours are charged at their usual rate.
• ReplacementsIf your person leaves, or isn't the right fit, we start on a replacement straight away, at no charge, as often as you need.
• TimesheetsYour person logs their hours each day in the Get Hands client app, where you can see them.

• A tested shortlist within 72 hours of your call, or your first week is free.
• Not right in week one? You pay nothing for that week.
• Love your person in the first 30 days, or we replace them free, as many times as it takes. After that, replacements are still free.

The conditions:

• Shortlist: we deliver a shortlist of tested candidates for the role you ask for within 72 hours of your demo call, including weekends. If we don't, we waive the first 7 days of Seat fees for the first Seat you hire from that request.
• First 7 days: if you tell us in writing within the first 7 days after your person starts that they aren't right, we waive the Seat fees for those 7 days. You can then have a free replacement, or end the Seat straight away with no 30 days' notice. After the first 7 days, 30 days' notice applies as normal. The shortlist waiver and this waiver don't both apply to the same 7 days.
• Replacement: for a new Seat's first 30 days from the person's start date, if your person isn't the right fit, tell us and we replace them at no charge, as often as you need. Each replacement person gets their own 30 days. The first 7 days waiver applies to the first person only: a replacement is billed from their first day. We aim to have a replacement working within 7 days, and you pay nothing for the gap, because hours not worked aren't billed.
• After the first 30 days: if your person leaves, or isn't meeting their level or the right fit, tell us in writing and we start on a replacement straight away, at no charge, as often as you need. Hours not worked aren't billed.

Waived days are credited on your next invoice, or refunded within 10 business days if the Seat ends. They aren't otherwise paid out as cash, and there's no money-back guarantee on Seats.

It applies to Seats only. Studio work has The Studio Promise, below.

When you buy Studio, these promises apply, on these conditions:

• First draft: for a job estimated at 10 hours or less, with a complete brief, you get the first draft within 48 hours of the complete brief, not counting time we're waiting on you (such as approving the estimate). If you don't, that job is free: its hours aren't taken from your plan.
• Redo: every job includes one free redo, within the approved brief. Ask for it within 14 days of delivery, as one list of changes. A new direction, new ideas or extra pieces are new work, estimated first. Stages you have approved, such as the concept, stay approved. Further rounds of changes use hours from your plan, at your plan's rate.
• Test Drive: if you don't love your Test Drive, ask us in writing within 14 days of its delivery and we refund what you paid for it in full.
• Rollover: unused plan hours roll over for one month. Plans are month to month.
• Test Drive credit: if you start a Studio plan within 14 days of your Test Drive's delivery, we credit the Test Drive price you paid against that plan's first monthly invoice. The credit isn't paid out as cash, and it can't be combined with the Test Drive refund.

• ContractMonth to month. Each plan renews every month on its renewal date, billed in advance, until you cancel.
• EstimatesEvery job is estimated in hours before we start. We don't use hours until you approve the estimate.
• RolloverUnused hours roll over for one month. Hours not used by the end of the following month expire.
• RushRush jobs use hours at 1.5x.
• CommitmentOptional: 10% bonus hours on a 6-month commitment, or 20% bonus hours on a 12-month commitment. If you cancel before it ends, we stop adding bonus hours and charge the bonus hours you have already used at your plan's hourly rate.
• CancellingCancel anytime in the client app or by email. Your plan ends at the end of the month you've paid for, with no cancellation fee.
• AIFor each brief you choose human only, AI-assisted or AI-first. We use only approved AI tools that don't train on your data.

Our refund and cancellation policy explains what happens to your hours and your money when you cancel.

• If you buy a Studio plan or a Test Drive online through our client app, you are asked to tick that you have read and agree to the Studio Terms (and the Test Drive Terms for a Test Drive), which form part of the Master Services Agreement. Please read them, and our refund and cancellation policy, before you pay.
• Payment is taken by our payment provider, Airwallex. We don't see or store full card numbers.
• Prices show in your market's currency. GST, VAT or sales tax is added where it applies, and your invoice shows it.
• Seats are not sold online. To start a Seat, book a demo and we take you through it.

We make the work for you, and it becomes yours when the invoice it relates to is paid in full: the files, the designs, the copy and the code. Until then, Get Hands owns it and you have a licence to use it in your business. This is the same for Seats and Studio (Studio plans and the Test Drive are paid upfront, so it is usually yours on delivery). If you take a Test Drive refund, we don't release the Test Drive files and that work stays with Get Hands. Fonts, stock images, music and other third-party assets stay under their own licences, and we tell you about them at delivery. We show your work in our marketing only if you agree.

While we supply a person to you, and for 12 months after the last day they work for you, you agree not to employ, engage or contract them yourself, or through another business, without our written consent.

If you do, a placement fee of 13 weeks of that person's usual weekly hours at their latest hourly rate is payable. It is our genuine estimate of what we lose: the cost of finding, testing and onboarding the person, and of replacing them. It is not a penalty.

• We each keep the other's confidential information confidential, during the agreement and for 5 years after it.
• When we handle personal information for you, we follow your instructions under our Data Processing Addendum.
• Our people work from outside Australia. They see only what their work needs, under written confidentiality, privacy and security terms. Our privacy policy lists where.
• Please don't share health information, full card numbers, government ID numbers or information about children with us or your person unless we have agreed in writing first.

Both sides' liability is capped the same way, at a fixed amount set in the Master Services Agreement, with a higher fixed cap for confidentiality, data protection and the Data Processing Addendum. The caps don't apply to fraud or wilful misconduct, death or personal injury caused by negligence, unpaid fees, or anything the law doesn't allow to be limited.

If something goes wrong, tell us in writing and senior people from each side meet within 10 business days. If that doesn't settle it, either side can ask for mediation with Resolution Institute, and then go to court. Our agreements are governed by the laws of Victoria, Australia.

Nothing in our terms limits your rights under the Australian Consumer Law, or any other law, that can't be excluded. A business that buys services for 100,000 Australian dollars or less is a consumer under the Australian Consumer Law. Our refund and cancellation policy sets out those rights and how to claim our promises.

Get Hands. Our address is 8/26 Davison Street, Richmond VIC 3121, Australia.

The full agreements are linked at the top of this page. You can also ask on your demo call, or email hello@gethands.com.au, and we will send you the current versions.