Comprehensive Terms for Flyer Distribution Services in Australia

1. Introduction

• By placing an order with Letterbox Distribution Services (“LDS”), you, as our client (“Client”), agree to these Terms and Conditions (“Terms”). These Terms are supplemental to any terms stated on our website, invoices, or quotes.
• LDS reserves the right to update these Terms without prior notice. Updates take effect once published on our website.
• Emails from LDS staff do not override these Terms unless explicitly stated.

2. Distribution Services

2.1 Walker Assignment & Conditions

• Walkers are assigned based on availability and location. Distribution may be impacted by weather conditions, access restrictions, or safety concerns (e.g., aggressive dogs or unsafe areas).
• If a client interferes with walkers (e.g., providing additional flyers not invoiced, attempting to instruct walkers), LDS may delay or cancel the service. The walker supervisor will determine the course of action, and LDS is not liable for such delays.

2.2 Service Limitations

• LDS cannot guarantee delivery to every household due to factors such as gated communities, private properties, and unforeseen events like adverse weather or traffic conditions.
• Proof of distribution will be provided through app screenshots without compromising the privacy of our subcontractors.

3. Printing Terms

3.1 Artwork Specifications

• Artwork must meet the following specifications:
  • Resolution: Minimum 300 dpi.
  • Bleed: 3mm (5mm for booklets).
  • Fonts: Outlined, minimum 5pt.
  • Colour Mode: CMYK.
  • Format: PDF.
• LDS is not responsible for checking artwork; files are sent directly to our supplier. Corrections, if needed, incur a fee of $35.00 AUD.

3.2 Impact of Printing Delays

• Delays in printing can affect distribution schedules. Clients are responsible for any delays caused by incorrect artwork submissions.

4. Subcontractor Terms

4.1 Subcontractor Engagement

• Walkers (subcontractors) are briefed and scheduled by LDS. Clients must refer to the subcontractor agreement on our website.
• Walkers submit weekly reports and invoices for verification.

4.2 Performance Limitations

• LDS utilises independent subcontractors for distribution. While we strive for accuracy, unforeseen circumstances (e.g., weather, personal emergencies) may impact coverage.

5. Cancellation & Refund Policy

5.1 Cancellation Terms

• To cancel an order, use the cancellation form on our website.
• Cancellation Fees:
  • Less than 7 days before the scheduled delivery: 35% fee.
  • More than 7 days before the scheduled delivery: 15% fee.
• Full refunds are issued if no work has commenced due to factors beyond LDS’s control.

5.2 Refund Process

• Refunds will be processed after order and payment verification. The original payment method will be used.
• Clients may be offered additional services instead of a cash refund, subject to assessment by LDS supervisors.
• LDS reserves the right to cancel orders at its discretion.

6. Client Communication & Reporting

• Clients must use the invoice number for communication regarding job status. Quote numbers will not be accepted, leading to delays for which LDS takes no responsibility.
• To track job progress, clients should use the Order Update form on our website.

7. Quality & Performance

7.1 No Absolute Guarantee

• LDS does not guarantee 100% delivery coverage due to factors beyond our control, such as restricted access or safety issues.
• Any complaints regarding delivery should be reported promptly with supporting evidence, such as addresses where flyers were not received.

7.2 Handling Claims & Proof of Delivery

• LDS uses GPS tracking for internal verification of walker performance but will only provide cropped screenshots for proof of delivery to maintain privacy.
• Full screenshots are not shared to comply with privacy laws.

8. Dispute Resolution

• Clients must first contact LDS with any disputes. We will attempt to resolve issues amicably and in good faith.
• If unresolved, a neutral third party may mediate. Both parties agree to participate in the dispute resolution process.

9. Limitation of Liability

9.1 General Exclusions

• To the fullest extent permitted by Australian law, LDS excludes liability for any losses, damages, or claims arising from the provision of our services.
• LDS is not liable for delays or failures caused by factors beyond our control, such as weather conditions or access issues.

9.2 Specific Scenarios

• Liability applies only in cases of gross negligence, fraud, or misconduct by LDS.

10. Privacy & Confidentiality

• LDS respects client privacy and complies with the Privacy Act 1988 (Cth). Personal information collected will only be used to fulfil services.
• LDS will not disclose client or walker details except where required by law.

11. Intellectual Property

• All content, including logos and website materials, is owned by LDS and protected by intellectual property laws. Usage does not transfer any rights or ownership.

12. Zero Tolerance for Abusive Behaviour

• LDS maintains a strict zero-tolerance policy towards abusive behaviour from clients, which includes harassment, offensive communication, or threats via any medium.
• Breaches of this policy will result in immediate cancellation of services without refund. This policy aligns with the Telecommunications Act 1997 and the Criminal Code Act 1995.

13. Acceptance of Terms

• By confirming an order and making payment, clients acknowledge and accept these Terms and Conditions. These Terms are available on our website and linked in all quotes, invoices, and confirmation emails.

Integration with Product Documentation

• These revised Terms and Conditions should be referenced clearly on your product information page with a direct link to the full document.
• Additionally, include a summarised version in order confirmation emails and quotes to ensure clients are fully aware of their responsibilities and our policies.