Terms & Conditions

Important Summary

1. Overview

These Terms & Conditions (“Terms”) govern your (“You” or “Client”) access to and use of the websites, quotations, invoices, products and services (“Services”) of Letterbox Distribution Services ABN 39 672 252 167 (“Letterbox Distribution Services”, “We”, “Us”, or “Our”). By accepting a quotation, paying an invoice, placing an order, or using any Services, you agree to be bound by these Terms. These Terms prevail over all prior discussions, representations, marketing materials or correspondence. If you do not agree, you must not use the Services.

Operational clarity: Letterbox Distribution Services operates nationally using multiple local independent contractors. For this reason, clients must follow the update, reporting and communication processes set out in these Terms to avoid misinformation and unrealistic expectations.

2. Related Policies

These Terms must be read together with the following, which form part of this agreement:

• Our Services
• Cancellation Policy
• Privacy Policy
• Job Update & Support Form
• Walker Sign-Up
• Contact Us

3. Definitions

1. Website: Any Letterbox Distribution Services domain or sub-domain.
2. Letterbox Walkers / Walkers: Independent contractors engaged by Letterbox Distribution Services to perform physical distribution in their local area.
3. Shared Drops: Distribution where your flyer is delivered alongside flyers from up to two other non-competing advertisers (that is, up to three flyers total in a run). Flyers are placed individually into letterboxes and are not rolled or bundled. Shared Drops are availability-based and planned across multiple delivery pockets.
4. Solo Express: Exclusive delivery of one client’s flyers only. A written suburb-by-day delivery confirmation may be available on request only, produced after audit, and is never sent automatically or prior to job completion.

4. Service Scope

Shared Drops Shared

• Cost-effective distribution
• Up to three flyers total per run
• Flyers are placed individually into letterboxes
• Completion confirmation only
• Advance booking: Shared Drops work best when booked in advance. Early booking can improve planning priority within the Shared service tier, but it does not create a guaranteed start or finish date.

Solo Express Solo

• Exclusive delivery routes
• Priority scheduling relative to Shared Drops
• Optional written suburb-by-day delivery confirmation available on request after audit
• No per-house GPS data is provided

GPS Support: GPS data supports audits, coaching and labour verification. Time actively spent delivering is the primary measure of work completed.

Printing: Offset and digital printing may be supplied via trusted third-party partners. Local pickup within the drop area may be provided where practical.

5. Independent Contractors, Insurance & Scheduling

Distribution dates depend on local availability and operational conditions. If a scheduled date becomes unworkable due to factors outlined in these Terms, Letterbox Distribution Services will offer a substitute date or, where mutually agreed, a prorated refund for any undelivered portion.

Rostered labour: Walkers and teams are allocated to rostered shifts and delivery pockets. Clients should not assume labour is held on standby for short-notice changes. Where a client requires a fixed timetable or short-notice adjustments, Solo Express and revised pricing may apply.

6. Payment, Pricing Method & Allocated Hours

1. Prepayment: All Services are provided on a full prepayment basis. No scheduling occurs until payment is received in full.
2. Time-Based Pricing Model: Pricing is based on an estimate of labour hours required, considering delivery density, terrain and gradients, crossings and access constraints, material weight and handling, travel time and local availability.
3. Allocated Hours: The estimated hours quoted are allocated, rostered and paid to Walkers.
4. Safeguard for Material Delays/Restrictions: If progress is materially slowed by factors outside Letterbox Distribution Services’ control and the allocated hours are exhausted, the job is deemed complete once those hours are utilised.
5. Post-Confirmation Changes: Changes to quantities, areas, artwork, specifications or timing after confirmation may result in revised pricing, scheduling or additional charges.
6. Stock readiness and collection efficiency: Where multiple collection attempts are required due to late or unavailable stock, Letterbox Distribution Services may revise scheduling or apply additional charges.

7. Cancellations & Refunds

1. No cancellation fee if cancelled in writing more than 10 days before scheduled start.
2. 15% fee if cancelled 7–10 days before start.
3. 35% fee if cancelled less than 7 days before start.
4. Refunds are processed to the original payment method after confirming no amounts are owed to Walkers.

8. Transparent Reporting & GPS Tracking

1. Internal Verification: GPS-supported audits, logs and spot-checks are used internally to verify labour allocation and completion prior to Walker payment. Raw GPS data is never released.
2. Solo Express — Included Confirmation: Reporting for Solo Express means a written suburb-by-day delivery confirmation only. This may be produced after audit and only if requested.
3. Enhanced Reporting: Any reporting beyond written suburb-by-day confirmation is not included unless explicitly stated in the quotation.
4. Shared Drops: Shared Drops receive completion confirmation only.

9. Limitations & External Factors

1. Weather: Extreme heat, storms, flooding or other events may pause or delay delivery.
2. Access: Gated, restricted or inaccessible buildings and complexes may reduce coverage.
3. Human Factors: Illness or emergencies may require rescheduling.
4. No Guaranteed Outcome: Letterbox Distribution Services does not guarantee response rates, conversions or ROI.
5. Shared run complexity: Shared Drops may involve multiple local contractors completing different delivery pockets within a suburb at different times.

10. Client Responsibilities

1. Provide accurate delivery areas, maps or instructions, compliant artwork, and stock on time.
2. All operational enquiries must be submitted via the Job Update & Support Form. Clients must not contact Walkers directly.
3. Ensure flyer content complies with applicable laws.
4. Stock readiness: Where client-supplied stock is used, the Client is responsible for ensuring stock is complete, correctly packaged and available on time.

11. Limitation of Liability

To the maximum extent permitted by law, Letterbox Distribution Services excludes all indirect, consequential or special damages. Total liability is capped at the amount paid for the affected Services.

12. Complaints & Resolution

1. Complaints must be lodged within 7 days of completion via the Job Update & Support Form.
2. Letterbox Distribution Services investigates using audits and logs. Where audits substantiate non-delivery, redelivery of the affected portion or a prorated refund may be offered.
3. Abusive behaviour toward staff or Walkers may result in termination of discussions and, where appropriate, legal action.

13. Printing & Artwork

1. Artwork requirements: 300 dpi minimum; CMYK; 3 mm bleed; PDF format.
2. Letterbox Distribution Services is not liable for third-party printer or courier delays.
3. Where arranged, clients may collect stock from a designated depot or pickup point.

14. Realistic Expectations

Letterbox distribution provides broad area coverage, not guaranteed access to every household. Shared Drops inherently receive less granular monitoring than Solo Express.

Service selection: If your campaign requires a fixed timetable, exclusions, or a higher level of control and reporting, Solo Express is the appropriate service tier.

15. Confidentiality & Privacy

All communications are confidential. Letterbox Distribution Services handles personal information in line with applicable privacy law. Clients must not disclose internal documentation or methods without written consent.

16. Indemnity

Clients indemnify Letterbox Distribution Services, its officers and contractors against losses arising from breach of these Terms or the content of the Client’s flyers.

17. Force Majeure

Letterbox Distribution Services is excused from performance for any delay or failure caused by events beyond reasonable control, including natural disasters, industrial action or government restrictions.

18. Walker No-Shows & Replacement

If a Walker cannot complete a shift, Letterbox Distribution Services will attempt replacement or reschedule the undelivered portion. If not possible, a prorated refund applies. No further liability is accepted.

19. “No Junk Mail” & Access-Denied

Walkers will not deliver where signage or access restrictions prohibit it. A ±10% variance from quoted household counts is accepted.

20. Flyer Content Compliance

Clients warrant that materials comply with applicable laws. Letterbox Distribution Services may refuse non-compliant content and recover reasonable administrative costs for time spent addressing compliance issues.

21. Risk, Title & Abandoned Stock

Risk passes to Letterbox Distribution Services upon receipt of stock and ends upon distribution or 30 days after job completion, whichever is earlier. Uncollected or abandoned stock may be recycled.

22. Insurance

Clients are responsible for insuring the replacement value of their flyers and any consequential losses.

23. Intellectual Property

Letterbox Distribution Services retains all intellectual property in its systems, audits, maps and reports. Clients receive a non-exclusive licence to use any summary reports internally.

24. Variation

Letterbox Distribution Services may update these Terms by posting a revised version online. New bookings are governed by the version current at the time of acceptance.

25. Severability

If any provision is held invalid, the remainder of the Terms remain in effect.

26. Entire Agreement & Priority

These Terms constitute the entire agreement and prevail over conflicting statements in proposals, emails or marketing.

27. Assignment

Clients may not assign rights without written consent. Letterbox Distribution Services may subcontract and remains responsible for overall performance of the Services.

28. Notices & Electronic Communications

You consent to receive notices electronically. Communications sent to your nominated email are deemed received on dispatch.

29. Governing Law & Jurisdiction

These Terms are governed by the laws of New South Wales, Australia. Parties submit exclusively to the courts of New South Wales.

30. Contact

Questions? Email info@letterboxdistributionservices.com or phone 1300 110 450.

31. Clarification of Service Purchased, Allocated Campaign Labour and Verification

31.1 The service purchased

Letterbox distribution is supplied as an allocated field and operational labour service.

The Client purchases the campaign labour time and operational resources reasonably estimated and allocated for the agreed:

• service type;
• quantity;
• delivery material;
• mapped area or delivery instructions;
• expected household density;
• terrain and access conditions;
• stock handling requirements;
• reporting level; and
• normal delivery conditions.

References in these Terms to allocated hours, approved hours, delivery time or campaign labour include both physical field-delivery work and the reasonable operational, administrative, allocation, management, verification and reporting work required to supply the booked Service.

31.2 Allocation of campaign labour

Before or during scheduling, Letterbox Distribution Services divides the booked area into practical delivery sections and allocates each section, stock quantity and rostered time to one or more Walkers.

Walkers are paid for approved delivery time. They are not paid merely for claiming that a quantity has been distributed.

The allocated campaign labour is based on the time reasonably expected to organise, perform, manage and verify genuine letterbox distribution under normal conditions.

The allocation may include time reasonably spent:

• reviewing the Client’s instructions, quantity and delivery requirements;
• reviewing, preparing, interpreting or correcting maps;
• estimating coverage and dividing the area into practical delivery sections;
• allocating stock, sections and labour hours;
• identifying, briefing, rostering and assigning Walkers;
• arranging stock collection, transfer, storage or local positioning;
• communicating operational instructions;
• coordinating delivery sections and field activity;
• revising maps, sections, stock allocations or instructions;
• responding to access, stock, weather, safety or Walker issues;
• reassigning work where a Walker becomes unavailable;
• receiving and checking Walker records and invoices;
• reviewing time, speed, distance, route movement and other verification records;
• carrying out internal checks, reconciliation and payment processing; and
• preparing any completion confirmation or written delivery summary included in the booked service.

These activities involve genuine labour and form part of the Service purchased.

Physical street delivery is a substantial component of the Service, but it is not the only labour required to make a campaign occur.

31.3 Effect of external or unexpected conditions

Where conditions outside the reasonable control of Letterbox Distribution Services materially increase the time required, the available work is performed within the allocated campaign labour.

Relevant conditions may include:

• low-density, steep, spread-out or difficult terrain;
• long driveways or rural-style properties;
• gated, secured, restricted or inaccessible premises;
• roadworks, construction activity or changed street access;
• new developments, outdated mapping or differences between estimated and field conditions;
• disconnected delivery pockets or additional travel between sections;
• incorrect, incomplete or impractical client maps or instructions;
• changes to the approved area or delivery requirements;
• heavy, bulky, folded, loose, poorly packaged or difficult-to-handle stock;
• additional sorting, collection or stock-handling requirements;
• weather, heat, storms, flooding or unsafe conditions;
• hazards, dogs or other safety risks;
• stock shortages or stock not being available as agreed;
• Walker illness, emergency, unavailability or replacement requirements;
• the need to revise, re-map, reallocate, reassign or reschedule work; and
• any other circumstance that materially increases the labour required to organise, perform or verify the Service.

Where maps, sections, stock allocations, schedules or Walker assignments must be reviewed or revised because of any matter addressed in these Terms, the reasonable labour used in carrying out that review or revision forms part of the allocated campaign labour.

Where such conditions use more labour than estimated and the allocated campaign labour is exhausted, the Service is deemed complete to the extent of the approved labour used and the verified work performed, consistently with clause 6.

Letterbox Distribution Services may:

• complete the Service within the remaining allocation;
• revise or reduce the remaining delivery area;
• stage the remaining work;
• offer additional labour;
• provide a revised quotation; or
• offer further coverage or redelivery at an additional charge.

No additional labour is included unless approved in writing.

Fairness safeguard: This does not apply where an audit substantiates that the approved labour was not genuinely supplied or that a portion of the booked Service was not performed. Those circumstances remain subject to the complaints, investigation and remedy provisions of these Terms.

31.4 Time-based verification

The primary verification of physical delivery is whether the assigned Walker:

• attended the allocated delivery area;
• worked the approved field-delivery hours;
• moved at a pace consistent with genuine letterbox delivery;
• travelled a distance reasonably consistent with the assigned section;
• followed a route or movement pattern reasonably corresponding with the allocated area and quantity; and
• provided the required field information, logs, invoice or completion records.

The completion summary confirms that Walkers were in the assigned delivery area on the stated days and completed the approved field-delivery hours allocated to the job.

It does not represent an individual record for every property or letterbox.

Operational and administrative labour is verified through internal allocation records, communications, mapping, section preparation, stock coordination, audit work, invoice processing, reporting work and other records associated with the campaign.

31.5 Role and limitations of GPS

A GPS route may indicate that a device moved through an area, but it does not by itself establish:

• the amount of genuine delivery labour performed;
• whether the person was walking or driving;
• whether the movement speed was realistic;
• whether sufficient time was spent in the area;
• whether material was individually placed into letterboxes;
• whether each property was accessible or suitable for delivery;
• whether operational or administrative work was required before or after the field work; or
• whether the route represents the complete quality and circumstances of the Service.

For this reason, Letterbox Distribution Services does not treat a route screenshot, route line or isolated GPS record as conclusive proof either that delivery occurred or that it did not occur.

Verification is based on the combined evidence of approved time, location, pace, speed, distance, movement pattern, assigned area, allocated quantity, field records and operational records.

Internal records: Raw GPS data, individual Walker records, live tracking, per-property data and internal audit material are not part of the Client’s purchased reporting unless expressly included in a separately agreed written quotation.

31.6 Reporting and service tiers

Reporting remains determined by the service type stated in these Terms:

• Shared Drops: completion confirmation only.
• Solo Express: a written suburb-by-day delivery confirmation may be provided on request after audit.
• Additional reporting: must be expressly agreed and separately priced.

A completion confirmation or written suburb-by-day confirmation is evidence of the verified delivery labour completed.

It is not:

• addressed-mail evidence;
• a street-by-street delivery register;
• a household-by-household reconciliation;
• proof of access to every estimated property;
• photographic verification of each delivery;
• raw GPS data; or
• a guarantee that every property within a suburb, postcode or map was reached.

Preparing a completion confirmation or written suburb-by-day delivery confirmation requires operational and administrative labour.

This may include:

• receiving field records;
• checking Walker invoices;
• reconciling assigned sections and approved hours;
• reviewing verification information;
• checking dates, areas and completion records;
• processing information used for Walker payment; and
• preparing the applicable written confirmation or summary.

The inclusion of a completion confirmation or delivery summary does not create an entitlement to additional investigation, route reconstruction, mapping, street-by-street analysis, household-level reconciliation or reporting beyond the level included in the booked service.

Any materially expanded investigation or reporting requested by the Client may require a separate quotation.

Reporting availability: Reporting is only available after the relevant field information has been received, checked and processed. No reporting timeframe is guaranteed.

31.7 Broad-area coverage

Letterbox distribution provides broad-area coverage under practical field conditions.

Suburb, postcode, household and mapping figures are estimates used for planning and pricing.

They do not guarantee that the same number of accessible and suitable letterboxes will exist or can reasonably be reached during the allocated campaign labour.

Coverage may be affected by:

• access restrictions;
• property development;
• mapping differences;
• vacant properties;
• prohibited-delivery signage where applicable;
• secured buildings;
• safety conditions;
• time required to move between disconnected delivery pockets;
• time required to revise sections or instructions; and
• other matters addressed in these Terms.

31.8 Complete-context interpretation

The Service must be understood by reading together:

• these complete Terms;
• the accepted quotation;
• the invoice;
• the booked service type;
• the approved quantity;
• the approved map or delivery instructions; and
• any written variation accepted by both parties.

General website descriptions explain the Services but do not independently create:

• fixed delivery dates;
• unlimited campaign labour;
• individual-household guarantees;
• uninterrupted street-delivery hours;
• enhanced reporting rights; or
• obligations inconsistent with the accepted booking and these Terms.

31.9 Campaign acceptance

A request for information or receipt of a quotation does not mean that a campaign has been accepted.

Letterbox Distribution Services does not accept every job and may decline a proposed campaign where the Client, timeframe, area, quantity, material, artwork, expectations, reporting requirements or operating conditions are not considered a suitable fit for the professional field delivery service offered.

A campaign is accepted only after Letterbox Distribution Services has:

• approved the campaign;
• issued or confirmed the applicable invoice;
• received payment as required; and
• confirmed the booking for scheduling.

31.10 Preservation of existing rights

Operational and administrative labour may only form part of the allocated campaign labour where it is reasonably connected with organising, performing, managing, verifying or reporting on the booked Service.

This clause clarifies what is purchased, how the allocated campaign labour is used, how the Service is performed and how completed work is verified.

All remaining provisions of these Terms continue unchanged.