A clear agreement.
A productive week.

1. What these terms cover

These terms apply to the paid Business Improvement Assessment assessment supplied by This Solution. The written proposal identifies the contracting business, agreed workflows and locations, assessment fee and GST, dates, delivery format, participants and any approved expenses. Both parties agree these details before a booking is confirmed.

A website enquiry does not create a paid booking. Any change to scope, fees, staffing commitments or dates must be agreed in writing. The money-back promise described here is not reduced by general wording in a proposal.

2. The assessment and its boundaries

Discovery typically takes one business week. Days 1–5 are devoted to learning about the business, connecting with people in each relevant department and understanding the agreed workflows, systems, handovers and operating costs. Larger businesses or more complex operations may need more than one week of discovery. The scope, duration, assessment fee and delivery dates are agreed in the written proposal before work begins. We provide the report and prioritised action plan, and review the recommendations with your decision-makers, the week after the agreed discovery period finishes. This Solution leads the investigation and analysis; your staff provide authorised access and join agreed sessions relevant to their roles.

Deliverables are current-state findings, prioritised improvement opportunities, expected benefits and assumptions, indicative effort and cost ranges, dependencies and recommended next steps. Recommendations may involve existing systems, process changes, integrations, automation, software or AI.

Implementation, software licences, migrations, production changes, detailed engineering design and ongoing support are outside the assessment unless separately agreed. Estimates are indicative, not fixed implementation quotes or guaranteed financial results.

3. The people you need to provide

You agree to appoint an accountable sponsor with authority to coordinate the assessment and arrange access. You will make the relevant staff available at the times agreed in the proposal, including:

• Process owners and frontline people who can explain and demonstrate the selected workflows.
• An IT or systems contact, including an external provider where needed, who can explain integrations and arrange authorised access.
• A finance or commercial contact where costs, volumes, margins or payment processes form part of the scope.
• An authorised decision-maker for scope decisions, the budget discussion and the findings review.

Participants should provide timely, accurate answers, attend scheduled sessions and review factual findings. We agree the expected time commitment for each role before the week starts. You remain responsible for your staff’s availability and any third-party participation costs agreed by you.

4. Information, access and cooperation

Before the agreed start date, you will provide the information and authorised access reasonably necessary for the agreed scope. This may include process documents, sample jobs or transactions, system demonstrations, reports, relevant contracts, workflow volumes and known constraints. Tell us about missing information, restrictions or inaccuracies promptly.

Use authorised accounts and approved access methods. Do not send passwords, payment-card details or unnecessary personal, patient or customer information through the enquiry form. Anonymised examples or read-only demonstrations should be used where sufficient. Any access to confidential or sensitive information must be agreed before it is shared.

5. Implementation budget and readiness

Before accepting the paid assessment, we agree a realistic implementation budget range, investment timeframe and approval process. This is separate from the assessment fee and helps keep recommendations commercially relevant.

We may ask for proportionate written confirmation from an authorised decision-maker that the range is available or can realistically be approved if a suitable business case is established. This might be confirmation of an allocated budget or a documented approval path. Bank statements and sensitive financial records are not required for the initial enquiry.

If no workable budget range or approval path can be established, we discuss a smaller scope or defer the booking before charging for the assessment. You are not obliged to commission implementation, use This Solution for it, or purchase any particular software.

Recommendations must be feasible within the agreed budget or documented approval path. For a staged recommendation, only savings attributable to the achievable stage count towards the threshold; benefits from unfunded later stages are excluded.

6. If the week cannot proceed as planned

If missing people, information or access materially prevents the assessment, we explain the gap and its effect, give you a reasonable opportunity to address it, and agree whether to reschedule or amend the scope. Minor delays do not automatically invalidate the guarantee.

We will not treat an incomplete assessment as a completed one simply to refuse a refund. If the work cannot reasonably proceed, either party may end the engagement. Any fee retained must reflect work actually delivered and reasonable, documented, non-recoverable costs authorised in advance; any unearned balance is returned, subject to applicable consumer rights. No additional work or charges are incurred without written agreement.

7. The 3× savings guarantee

If we can’t identify achievable improvements with estimated annual savings worth at least 3× your assessment investment, we’ll refund that fee.

To satisfy the guarantee, the completed findings must identify one or more achievable improvements whose combined, non-overlapping estimated annual operating savings total at least three times the agreed assessment fee, excluding GST. The assessment fee is the fee for the assessment itself, excluding separately agreed expenses and implementation.

Achievable improvements

Each recommendation must address a specific business problem, include a practical implementation route and have reasonable evidence for its savings estimate. It must fit the agreed scope, technical constraints, available resources and implementation budget or documented approval path. Generic suggestions and options outside those constraints do not qualify.

How annual savings are calculated

Estimates use a representative 12-month operating period after implementation, compared with the current cost baseline. The findings document activity volumes, time measurements, applicable cost rates, adoption assumptions, dependencies and material uncertainty. Additional recurring software, service and operating costs are deducted. Mutually exclusive alternatives are not added together, and overlapping benefits are not double-counted. Where a range is used, its supported lower estimate must meet the threshold.

Freed-up staff time is recorded separately as capacity unless a specific business cost can realistically be reduced or avoided, such as overtime, outsourced work or a supported future staffing cost. A general improvement in productivity or speculative revenue growth does not count towards the threshold.

Upfront costs and payback

Implementation, integration, training and transition costs are estimated and disclosed separately, alongside indicative payback and any material dependencies. They are not deducted from the annual operating savings used for the 3× threshold. The assessment-fee multiple is not a promise that the total implementation investment will pay for itself within a year. Budget feasibility remains a requirement for every qualifying recommendation.

When we refund the fee

If the completed assessment does not identify qualifying improvements meeting the threshold, we refund the full assessment fee paid, including any GST charged on that fee. A single worthwhile improvement below the threshold does not satisfy this guarantee. You do not have to purchase implementation or wait to implement the recommendations to receive an eligible refund.

The people, cooperation, information and access are agreed before commencement. If these are unavailable, section 6 applies; eligibility is not automatically forfeited for minor delays. We do not add eligibility conditions after the assessment starts.

This is a guarantee about supported assessment findings. Actual financial outcomes depend on implementation, adoption, volumes and operating conditions. Choosing not to implement a qualifying recommendation does not alone trigger this additional refund promise. Your rights and remedies under applicable law remain unaffected.

8. Raising a concern or requesting a refund

Contact us through the website enquiry form or call 1300 07 06 05. Identify your assessment and explain which part of the guarantee you believe has not been met. We will review the agreed scope and findings with you and give a written response.

Where the guarantee applies, we arrange the refund to the original payer and confirm the payment timing in writing. There is no requirement to buy more work, accept a credit or remove a review to receive an eligible refund. This contact process does not impose a deadline on any non-excludable statutory rights.

9. Fees, scheduling and cancellation

The assessment fee, GST treatment, payment dates, delivery arrangements and any expenses are stated in the written proposal. There are no implementation charges unless you separately accept an implementation proposal.

Tell us promptly if you need to move or cancel the week. We will first seek a workable alternative. Any cancellation amount must be reasonable, reflect work already delivered and documented non-recoverable costs authorised in advance, and account for costs we avoid. Unearned prepaid fees are returned. If we cannot supply the agreed assessment, we offer an agreed alternative or refund the undelivered portion; additional legal rights remain unaffected.

10. Confidentiality and use of findings

Both parties must use the other’s confidential information only for the assessment and any separately authorised work, limit access to people who need it for that purpose, and take reasonable steps to protect it. Disclosures required by law and information already lawfully public are excluded.

You retain your data and materials. You may use the delivered assessment findings internally and share them with advisers or implementation providers under appropriate confidentiality obligations. This Solution retains its pre-existing methods, templates and know-how.

Use of third-party tools, including any AI tools that would receive your confidential information, must be discussed and authorised beforehand. Client names, staff identities or project details are not published without permission.

11. Your rights and resolving issues

Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded, including under the Australian Consumer Law where it applies. The assessment-fee guarantee is an additional promise, not a replacement for those rights.

Raise concerns with us so we can understand the issue and work towards a resolution. You remain free to seek independent advice or use available external complaint and dispute-resolution processes.

12. Questions before booking

If you are unsure about staffing, access, scope or budget readiness, discuss it with us before accepting a proposal. We will record the agreed arrangements in writing so both sides know what the week needs to succeed.