Terms & Conditions

1. What This Agreement Covers

This Service Agreement is between Matthew Wagstaff trading as Sorted (ABN 76 952 194 414) ("we", "us", "Sorted") and you, the customer subscribing to our automation services.

By ticking the box on our intake form and submitting your details, you're agreeing to these terms. We'll also send you a copy of this agreement via email for your records.

2. The Services We Provide

2.1 What We Do

We build and maintain custom workflow automations for your business using the N8N automation platform. This means we connect your business apps together so they talk to each other automatically, saving you time on repetitive tasks.

2.2 Your Subscription Plan

You've chosen one of our subscription plans. Here's what each plan includes:

Add-On Packs (Scale Plan)

Scale plan customers can add extra automations beyond the included 20, up to a maximum of 30 total:

• +1 Automation: $39/month
• 5-Pack (+5 Automations): $179/month
• 10-Pack (+10 Automations): $329/month

Customers needing more than 30 automations should contact us for a Custom plan.

2.3 What Counts as an "Automation"

An automation is a single workflow that performs a specific task. For example:

• When a new lead fills out your contact form → send them an automatic welcome email and add them to your CRM
• When you mark a job as complete → send an invoice to the customer automatically
• When you receive a payment → update your accounting software and send a receipt

Complex multi-step processes may count as multiple automations depending on how many separate workflows are required.

2.4 What's NOT Included

Our service does NOT include:

• Training you or your staff on how to use your existing software
• Troubleshooting problems with your third-party apps (e.g., if Xero goes down, we can't fix that)
• Building automations for systems that don't have an accessible API or data export capability
• Building entirely new software from scratch
• Answering phone calls (we operate email-only for support)
• Ongoing modification requests beyond your plan's included hours/automations

If you need work beyond your plan limits, we can quote this as additional project work at our standard hourly rate.

3. Fees and Payment

3.1 Setup Fees

Your one-off setup fee is due before we begin building your automations. This covers:

• Initial discovery and planning
• Building your first set of automations
• Testing and deployment
• Initial training documentation

Setup fees are non-refundable once work has commenced.

3.2 Monthly Subscription

Your monthly subscription fee is billed in advance on the same day each month. Payment is due immediately upon invoicing.

We accept payment by credit card via Stripe.

3.3 Late Payments

If payment is more than 14 days overdue:

• Your automations will be paused (but not deleted)
• No support will be provided until payment is received
• Late fees of $50 per week may apply

If payment is more than 60 days overdue, we reserve the right to terminate your service and delete your workflows.

3.4 Price Changes

We may increase our prices with 60 days written notice. If you don't accept the new pricing, you can cancel under our standard cancellation terms.

4. Subscription Term and Cancellation

4.1 Initial Term

Your subscription continues month-to-month until you cancel. There's no lock-in contract.

4.2 How to Cancel

You can cancel anytime by emailing us at hello@getsorted.tech. We need 30 days written notice.

4.3 What Happens When You Cancel

During your 30-day notice period:

• Your automations continue running normally
• Any outstanding automation work we've committed to will be completed or refunded pro-rata
• Support continues as per your plan

After your notice period ends:

• Your automations stop running
• Your workflows are archived for 60 days in case you change your mind
• After 60 days, all your workflow data is permanently deleted
• Your business apps continue working normally, they just won't talk to each other automatically anymore

4.4 Refunds

Monthly subscription fees are non-refundable. If you cancel mid-month, your automations continue until the end of your billing period.

The setup fee is non-refundable once we've started work.

If we've promised to build specific automations and discover they're technically impossible (e.g., the app has no API), we'll refund the pro-rata portion of your setup fee related to that automation.

5. Data Access and Permissions

5.1 Access We Need

For us to build and maintain your automations, you grant us access to:

• Your business software accounts (view and edit permissions)
• Your production business data
• API keys and authentication credentials for your apps
• Any documents or information needed to understand your workflows

This access is essential — without it, we can't automate your workflows.

5.2 How We Use Your Data

We only use your data to:

• Build and test your automations
• Troubleshoot issues
• Optimise your workflows
• Provide support

We never:

• Sell your data
• Use it for our own business purposes
• Share it with third parties (except to the extent necessary to run your automations)
• Access it outside of work hours unless troubleshooting an urgent issue

5.3 Data Security

We implement industry-standard security practices:

• All credentials stored encrypted
• Access logs maintained
• Secure communication protocols
• Regular security updates

However, you acknowledge that automations involve data flowing between systems, and no system is 100% secure.

6. Limitations and Liability

6.1 Technical Limitations

Automations only work when:

• Your apps have accessible APIs or export capabilities
• The apps allow third-party connections
• The data you need is actually available from the system
• The integration is technically possible with current technology

6.2 No Guarantees of Uptime

While we monitor your automations and fix issues quickly, we don't guarantee 100% uptime. Things that can cause downtime:

• Your apps' APIs going down
• Your apps changing their APIs without notice
• Our hosting provider experiencing issues
• Scheduled maintenance (we'll give you advance notice)
• Internet connectivity problems

6.3 Limitation of Liability

6.4 Australian Consumer Law

Nothing in this agreement excludes or limits any rights you have under Australian Consumer Law that can't be excluded or limited.

Where we've provided services that fail to meet a consumer guarantee under the Australian Consumer Law, our liability is limited to (at our option):

• Re-supplying the services, or
• Refunding the fees paid for the defective services

This limitation doesn't apply if it would be unfair or unreasonable to do so.

7. Support and Response Times

7.1 How Support Works

All support is via email only. We don't offer phone support. This lets us:

• Work asynchronously (better for you and us)
• Keep clear records of all communications
• Focus on fixing problems rather than scheduling calls

For urgent issues, mark your email subject with [URGENT] and we'll prioritise it.

7.2 Response Times by Plan

• Starter: 48 business hours
• Growth: 24 business hours
• Scale: Same business day (before 2pm AEST) or next business day (after 2pm)
• Custom: As agreed

Response time means our first reply acknowledging the issue. Resolution time depends on complexity.

7.3 Business Hours

Business hours are 9am-5pm AEST, Monday-Friday, excluding Australian public holidays.

8. Technical Details — The N8N Platform

8.1 What is N8N?

N8N is an open-source workflow automation platform. Think of it as the engine that powers your automations. It runs in the background, connecting your apps and moving data between them based on rules we configure.

8.2 How We Host It

We run N8N on our own servers (technically, a Virtual Private Server or VPS). This means:

• Your automations run 24/7
• We handle all the technical server maintenance
• You don't need any technical infrastructure
• Updates and security patches are applied regularly
• We monitor system health constantly

8.3 Platform Reliability

Our hosting setup is designed for reliability but not for mission-critical uptime. Here's what that means:

Expected uptime: 98%+ (that's about 14 hours downtime per month maximum)

What we do:

• Regular backups of all workflow configurations
• Monitoring with automated alerts if something goes down
• Quick response to fix issues during business hours

What we don't do:

• Guarantee 100% uptime
• Provide instant failover or redundant servers
• Support your business outside business hours

If you need higher reliability (e.g., 99.9% uptime, redundant servers, 24/7 support), let's talk about a Custom plan with a tailored SLA.

8.4 Integration Capabilities

For us to automate something, your apps need to have:

• An API (Application Programming Interface)
• OAuth or API key authentication
• Documentation on how to use the API
• Ability to read and write the data you need

OR alternative access methods:

• Webhook capabilities
• Email parsing (for systems that send structured emails)
• CSV/Excel export and import

9. Security and Backups

9.1 Security Measures

Access control:

• All team members using 2FA
• Least-privilege access principles
• Regular access audits

Data protection:

• Encryption at rest for credentials
• Encryption in transit (TLS 1.2+)
• Secure password manager for credential storage
• No plain-text credential storage ever

9.2 Our Backup Procedures

Workflow configurations:

• Backed up every 24 hours
• Stored offsite from primary server
• Tested quarterly for restoration
• Retained for 90 days

Server snapshots:

• Weekly full server snapshots
• Retained for 30 days
• Stored on separate infrastructure

9.3 Data Handling

When your automations run, here's what happens to your data:

1. Trigger: Something happens in App A (e.g., new form submission)
2. N8N reads: Our automation pulls relevant data from App A
3. Processing: Data might be reformatted, enriched, or transformed
4. N8N writes: Automation sends data to App B (e.g., create CRM record)
5. Logging: Basic execution logs kept for troubleshooting (7 days, then deleted)

Important: We don't store your production data long-term. Execution logs are kept for 7 days, then automatically deleted.

9.4 Monitoring and Alerts

What we monitor:

• Server uptime and performance
• N8N platform status
• Failed executions and error rates
• API rate limits approaching
• Security alerts

You'll receive alerts when:

• An automation has failed multiple times in a row
• An API connection is broken
• Scheduled maintenance is upcoming
• Unusual patterns detected that need your input
• Your plan limits are approaching

10. Additional Terms

10.1 Intellectual Property

Your data and business information: You retain all ownership.

The automation workflows we build: These are yours to keep. If you cancel, you can export them and use them elsewhere (though you'd need your own N8N hosting).

Our templates and methodology: Generic templates and reusable components we develop remain our intellectual property. This means if we create a clever way to solve a common problem, we can use that approach for other clients too.

10.2 Confidentiality

Both parties agree to keep confidential information confidential. This includes:

• Your business data and processes
• Our pricing and methodologies (though our public pricing is obviously public)
• Any commercially sensitive information shared between us

This obligation survives termination of this agreement.

10.3 Changes to These Terms

We can update these terms with 60 days notice for material changes. We'll email you the updated terms.

Continued use of the service after changes take effect means you accept the new terms. If you don't accept them, you can cancel under our standard terms.

10.4 Governing Law

This agreement is governed by the laws of Queensland, Australia. Any disputes will be resolved in Queensland courts.

10.5 Dispute Resolution

Talk to us first: If you're unhappy about something, please email us first. Most problems can be sorted out (pun intended) with a simple conversation.

Mediation: If we can't resolve it between us, we agree to attempt mediation before pursuing legal action.

Small claims: For claims under $10,000, either party can use small claims procedures rather than full court proceedings.