Overview

These Terms and Conditions (“Terms”) outline the rules and guidelines for using our website, products, and services. By accessing or using our platforms, you agree to be bound by these Terms. Please read them carefully.

By accepting a quote or placing an order, you agree to these Terms as every quote, email, website page, and invoice includes a link to these Terms. It is your responsibility to understand these simple English terms.

These Terms should be read in conjunction with the following pages on our website:

• Our Services
• Cancellation Policy
• Privacy Policy
• Job Update and Support Form
• About Us
• Walker Sign Up Page
• Contact Us

1. Acceptance of Terms

By using our website, purchasing our products, or engaging our services (collectively, the “Services”), you (“You” or “Client”) agree to be bound by these Terms. If you do not agree with any part of these Terms, you must not use the Services.

2. Definitions

“We,” “Us,” “Our,” or “Our Company”: Refers to Letterbox Distribution Services, including our invoicing business and associated brands.
“Website”: Refers to our online platforms where information about our Services is provided.
“Letterbox Walkers” or “Walkers”: Independent contractors who carry out flyer distribution.

3. Service Overview

We specialise in delivering flyers, brochures, and promotional materials to residential and business letterboxes. Our services include:

• Shared Runs: Flyers are distributed alongside non-competing businesses. (Please note: if you are part of a shared run, your flyers are delivered with those of two other clients, resulting in a lower rate.)
• Solo Drops: For full exclusivity and maximum impact, choose our solo drops service. Enjoy dedicated delivery routes and detailed, GPS‐tracked reporting that ensures every flyer is delivered precisely as planned. (Please note: raw data from our walkers’ phones is not provided for privacy reasons, in accordance with the Privacy Act 1988.)
• Advanced GPS Tracking: Our cutting‐edge tracking technology provides real‐time insights into your campaign, ensuring transparency and accountability.
• Full Printing Services: We offer high-quality printing services, providing a seamless process from printing to distribution. Please note that delays due to artwork issues, production backlogs, or third-party supplier issues are not our responsibility.

4. Independent Contractors and Scheduling

Distribution is scheduled based on the availability of our contracted local walkers. Our Letterbox Walkers are independent contractors, not employees. Although we provide guidelines and perform quality checks, we cannot control every aspect of their activities. If a selected date is not feasible, alternative arrangements or refunds (where applicable) may be discussed.

5. Payment and Fees

All services must be paid in full before distribution commences. Pricing is based on flyer quantity and the type of run (Shared or Solo). Changes in flyer quantities after order confirmation may result in adjustments to the rate per 1,000 flyers, and additional fees may apply for significant modifications.

6. Cancellation and Refunds

You have the option to cancel your order and request a refund, subject to the following conditions:

• No Charge: Cancel more than 10 days prior to the scheduled flyer drop.
• 15% Fee: Cancel between 10 and 7 days before the scheduled drop.
• 35% Fee: Cancel less than 7 days before the scheduled drop, as the shared run is finalised and other clients have been allocated.

Refunds will be processed via the original payment method after verifying that no monies are owed to our field teams or subcontracted walkers. Cancellation requests may take up to 28 days to process as this period is required to notify our walkers and allow them time to lodge any proof of work, as mandated by law.

7. Transparent Reporting & GPS Tracking

We utilise internal checks, walker logs, and audits to verify flyer distribution. For Solo Drops, summary reports detailing areas covered and estimated completion times may be provided. Please note that raw GPS data and any raw data from our walkers’ phones is not provided to protect their privacy, in accordance with the Privacy Act 1988. If distribution details are not verified, additional drops may be arranged at no extra charge (distribution only; re‐printing costs remain the Client’s responsibility).

8. Limitations & External Factors

• Weather & Environment: Extreme weather conditions (heat, storms, floods) may delay or pause distribution for safety reasons.
• Access Restrictions: Gated communities or buildings with restricted entry may limit distribution.
• Human Factors: Walker no-shows or personal emergencies may result in rescheduling or reassignment.
• No Guaranteed Outcomes: We do not guarantee a specific response rate or commercial success from flyer distribution.

9. Client Responsibilities

• Provide accurate and complete distribution instructions (areas, timing, special requirements).
• Ensure that flyers are delivered to us (or a designated location) on time; delays or missing stock can affect distribution schedules.
• Use the Job Update and Support Form on our website for all enquiries, updates, or complaints. We do not accept complaints directly. Incomplete submissions may cause delays, and we accept no responsibility for such delays.
• Do not contact Letterbox Walkers directly; all communications must be submitted through our official channels.

10. Liability Limitations

To the maximum extent permitted by law, we exclude all liability for losses, damages, costs, or expenses arising from your use of our Services, whether such claims arise from contract, tort, negligence, or any other legal basis. We are not liable for indirect, consequential, special, or punitive damages, including loss of profit or data.

11. Complaint & Resolution Procedure

• Timeframe for Complaints: Any complaint must be lodged within 7 days of the completion date via our Job Update and Support Form. Complaints lodged after this period may not be addressed or may be ineligible for re-delivery.
• Investigation: We will verify distribution details using walker logs and internal checks. If a complaint is validated, we will arrange a re-delivery at no extra charge (printing costs not included).
• Mutual Respect: All parties must maintain professionalism and courtesy during the resolution process. Harassment, intimidation, or online stalking of our staff will not be tolerated and may result in legal action.

12. Printing and Artwork Terms

For clients using our full printing services, please ensure that your artwork meets the following specifications:

• Resolution: Minimum 300dpi for high-quality printing.
• Bleed: Include a 3mm bleed (or 5mm for booklets) for precise trimming.
• Fonts: Outline all fonts to avoid printing issues.
• Colour: Convert all colours to CMYK for accurate reproduction.
• File Format: Provide your artwork in PDF format.

Delays may occur due to artwork revisions, production backlogs, or issues with our external suppliers and couriers. We purchase printing services from third parties; therefore, any delays on their part are not our responsibility. In some cases, we may arrange for flyers to be picked up from a designated location if pre-arranged and within the drop suburbs.

13. Setting Realistic Expectations

While we strive for perfection, external factors may occasionally affect delivery times. Please note:

• Our remote workers are contracted locally, but we cannot guarantee that every worker will fully adhere to their commitments. We do not guarantee that every house will receive a flyer.
• Tracking is real time; however, data is not audited against the job until completion. This means that updates can take up to 7 days to be finalised.
• For shared runs, your flyers are delivered alongside those of two other clients, which may affect the level of individual monitoring. If you require a higher level of tracking, consider our Solo Drops service, which provides exclusive delivery and detailed reporting.

14. Confidentiality and Non-Disclosure

All communications between you and Letterbox Distribution Services are confidential. You may not disclose any information received from us without explicit written consent. This commitment to confidentiality is in accordance with the Privacy Act 1988 (Cth).

15. Indemnity and Limitation of Liability

By using our Services, you agree to indemnify, defend, and hold harmless Letterbox Distribution Services and its associates from any losses, damages, or claims arising from your actions or breaches of these Terms. Our liability is limited to the amount paid for the Services, and we exclude all liability for indirect or consequential losses.

16. Dispute Resolution

These Terms are governed by the laws of New South Wales, Australia. In the event of a dispute, you agree to submit to the exclusive jurisdiction of the courts of New South Wales. We encourage amicable resolution through direct communication and, if necessary, alternative dispute resolution methods such as mediation or arbitration.

17. Legal Rights and Communication

By engaging with our Services, you acknowledge that you are bound by these Terms and Conditions, which are incorporated into every quote, invoice, and communication with us. It is your responsibility to review and understand these Terms before requesting a quote or placing an order.

18. Contact and Further Information

If you have any questions or concerns regarding these Terms and Conditions, please contact us immediately. We encourage you to review these Terms thoroughly as they govern your relationship with us.

Thank you for choosing Letterbox Distribution Services. We value your business and look forward to helping you reach new audiences with your marketing materials.