Scope of Services
The services provided by Tradie Pulse to you are those outlined in your onboarding agreement, package confirmation, or written proposal accepted prior to commencement. Tradie Pulse's obligations are specific to what you have enrolled in — they do not extend beyond the agreed scope.
If you are unsure what services are included in your package, contact your account manager before signing.
Your Responsibilities
Regardless of the package you are on, the following responsibilities apply to you as a client:
Platform Access
You are responsible for providing Tradie Pulse with access to any accounts or platforms required to deliver your agreed services. This includes Facebook, Instagram, Meta Business Suite, and any other platform relevant to your package. Failure to provide access in a timely manner may delay your campaign launch.
Onboarding Forms
You must complete all required onboarding forms promptly. Delays in completion may result in delays to your campaign or account setup.
Content
Where your package involves creative production, you are responsible for supplying brand content — photos, videos, and relevant assets — via the shared Google Drive folder provided during onboarding. If a content shoot is arranged as part of your package, you must be available and provide a valid site or address for filming.
Creative Feedback
When Tradie Pulse delivers creative assets for your review, you are responsible for providing clear, specific feedback — what to change, why, and what outcome you are looking for. Vague responses are not sufficient. Tradie Pulse will always provide the opportunity to review and refine assets before anything goes live.
Conduct
You agree to engage with Tradie Pulse and its team professionally. Tradie Pulse reserves the right to cease services if a client engages in conduct that is abusive, fraudulent, or in breach of any applicable platform policies.
Tradie Pulse's Responsibilities
Tradie Pulse will deliver the services outlined in your onboarding agreement to a professional standard, using reasonable care and following current best practices relevant to your industry.
Where you choose not to follow our recommendations, we will respect that — however, deviating from recommended creative or strategic direction may affect results, and Tradie Pulse accepts no liability for underperformance arising from client-directed changes.
Timeline Expectations
Tradie Pulse will work to have your campaign live within 3 weeks of onboarding commencement, subject to the following:
Client-caused delays
The 3-week timeline depends on you meeting your obligations under Clause 2. If delays arise due to incomplete forms, late content supply, or any other unfulfilled client-side requirement, the completion timeline pauses from that point and resumes only once those obligations are met. Tradie Pulse is not accountable for delays outside its control.
Tradie Pulse accountability
If your campaign has not gone live within 4 weeks of onboarding commencement, and the delay is solely attributable to Tradie Pulse, you may raise this in writing to [email protected]. Tradie Pulse will respond with a written update and revised live date within 2 business days.
Guarantees
Tradie Pulse offers the following guarantee. The guarantee applicable to your package is confirmed in writing before any payment is made.
Quality Enquiry Guarantee
Tradie Pulse guarantees quality enquiries — or we refund your money. A quality enquiry is a real person who has seen your advertisement, clicked on it, and voluntarily filled in their details.
A quality enquiry meets all of the following:
- The person saw your ad on Meta and clicked through to your lead form
- They are located within the geographic area you asked us to target
- They provided a valid phone number and email address
- They completed the job details field with a response relevant to your services
Refund Policy
All refund requests must be submitted in writing to [email protected].
Timeframe
Requests must be submitted within 14 days of your client portal being issued, which marks the commencement of your onboarding and the start of the refund eligibility window.
How refunds are calculated
All refunds are pro-rata. The refund amount is calculated based on the value of deliverables included in your package that had not been completed at the time of your request. No refund will be issued for:
- Meta advertising spend (charged directly by Meta)
- CRM platform fees or usage costs incurred while services were being delivered
- Any other third-party costs
Full refunds are issued only at Tradie Pulse's sole discretion in genuine extenuating circumstances.
Conditions that void refund entitlement:
- You did not supply required brand content (photos, videos, assets) within 14 days of being asked
- You did not complete all required onboarding forms
- You provided inaccurate, incomplete, or misleading information in your onboarding forms
Meta Advertising Platform
Applies only to packages that include Meta advertising management.
Tradie Pulse is a verified Meta Business Partner. Meta is a third-party platform — your advertising account, billing, and ongoing relationship are directly with Meta, not Tradie Pulse. All ad spend is charged by Meta. We hold no responsibility for Meta's charges, outages, or platform changes.
CRM Platform
Applies only to packages that include CRM setup or access.
The CRM is a third-party platform — once set up, your ongoing relationship, billing, and support are directly with the platform provider. All assets built in your CRM are owned by you.
Billing
The CRM is billed at $197 AUD/month, charged directly by the platform provider, separate to your Tradie Pulse fees.
Usage charges
Asset Ownership on Exit
If you exit our service at any point, you retain full ownership of and access to all assets built during your engagement. Nothing is revoked or removed by Tradie Pulse upon exit.
This includes:
- Your Meta assets
- CRM account and contact database
- Landing pages
- Phone numbers and domain connections
General Conditions
- Changes to these terms apply going forward only — not retrospectively
- Tradie Pulse reserves the right to cease services if a client is abusive, fraudulent, or in breach of platform policies
- These terms are governed by the laws of New South Wales, Australia