(02) 6189 7278 (Australia)
(02) 6189 7278 (Australia)
Ok, here’s the (boring) legal stuff we’re obliged to put on our website. Please try not to nod off while reading this (although we won’t blame you if you do). Just know that we’ll always do our best to support you—subject to these Terms and Conditions.
Note: The word “software” in these Terms and Conditions refers to PhonePad and any related applications or components.
Please contact us directly for help with PhonePad. Don’t call in a 3rd-party IT support company unless you’re sure the issue isn’t caused by our software (e.g. antivirus or firewall issues). We cannot reimburse you for any 3rd-party support costs.
We know PhonePad better than anyone. Bringing in outside help often delays the resolution and wastes money.
If your server, workstations, or network are locked down by an IT provider, and their help is required for us to resolve your issue, you’re responsible for any fees they charge.
Please email us as soon as you encounter an issue—don’t wait until it’s critical. We can’t fix problems we don’t know about. We’ll always try to resolve issues promptly, but due to the nature of software development, it may sometimes take longer than expected.
We’re not responsible for:
That’s why we offer a 30-day free trial—to make sure PhonePad works in your environment before you buy.
We offer free email support. We usually respond within 24 hours for users with PhonePad Care Plan, and within 48 hours for users without a current plan. It may take longer during busy periods or holidays.
To save time:
We’ll often send you step-by-step instructions. If you don’t wish to follow them, we won’t be able to assist further.
While we provide support as a courtesy, we’re not obligated to unless specifically stated at the time of purchase.
You cannot demand support.
We treat our customers with respect and expect the same in return. Rude, abusive, or antagonistic behavior may result in support being denied—temporarily or permanently.
We offer phone support for Australia and New Zealand during our office hours, for users with an active PhonePad Care Plan.
We don't offer 24/7 phone support—it’s just not feasible for us.
We do not provide phone support for countries outside of Australia and New Zealand.
Most support is handled via email.
If you leave a voicemail about a technical issue, we won’t call you back. Instead, please email us.
For pre-sales or general product inquiries, feel free to call us (see our Contact Us page).
If we miss your call, leave a voicemail—we’ll get back to you.
We don’t offer 24/7 chat support, but when we’re available, you’ll see it on our site.
If offline, your message will go directly to our support inbox.
We may offer free remote support, depending on the situation (in the majority of cases we have been able to resolve issues by email). Otherwise, it’s available for $55 per session (45 minutes).
If it goes longer for the same issue, we won’t charge extra.
Follow-up sessions for the same issue may be free—at our discretion.
PhonePad Care Plan subscribers can get free remote support. We don't offer remote support for all issues, but if we do it will be at no cost.
Trial users may receive free remote support (with limits), also at our discretion.
Please email us first before booking remote support—we may be able to help without a session.
If your IT provider needs to enable access, any costs are your responsibility. We're happy to liaise with them if needed.
We’ll gladly help you install PhonePad (for the first time) via a free remote session. This applies to both trial users and users that purchased PhonePad without a trial.
Please don’t book an installation session for general issues or reinstallations—email support instead.
If you’ve already used our free Installation Assistance and try to book it again, the session will be cancelled.
Reinstallation Assistance Upgrading your computers? We offer a reinstallation service for $45 per 5 computers.
Need to move the PhonePad Server and database to a new machine? We can help with that for $55.
If your database is corrupted and you can’t restore from a backup, we may attempt a repair at no charge. We’ll give you upload instructions to upload your PhonePad database to a secure area.
But please note: we can’t guarantee a repair, especially if the damage is extensive or your backups are incomplete, but we will do our very best to repair it.
PhonePad includes an automatic backup system—please use it.
If something goes wrong, restore from the backup using the special tools we provide.
We’ve tested the backup system thoroughly, but we can’t guarantee it works flawlessly on all systems.
We’re not responsible for failed backups.
We recommend including PhonePad in your server’s regular backup schedule. We can tell you which folders to back up - just ask us.
If you have a current PhonePad Care Plan, you’ll receive all major and minor updates released during the term.
You will also receive free remote support (valued at $55 per session), but we reserve the right to decide whether or not to provide remote support.
Once your PhonePad Care Plan expires, you won’t receive updates unless you renew.
No updates = no new features or fixes, but your current version will still work.
Note: PhonePad Care Plan renewal is completely optional. We do not auto-bill. But we will send you renewal notifications by email.
We offer a free 30-day trial (extendable up to 90 days if needed) so you can fully evaluate PhonePad before buying.
We don’t ask for credit card details, and we don’t automatically charge you.
This is why we don’t offer refunds—you can try before you buy.
Please test it thoroughly and make sure it suits your needs.
If a subsequent release causes problem with our software on your system, we will do our best to resolve them. If we are unable to then you can revert to a previous version.
All purchases are one-time payments. PhonePad is not subscription-based or SaaS.
Please don’t purchase until you’ve tried it. Seriously.
Because of the generous free trial, we do not offer refunds.
It’s your responsibility to make sure PhonePad is compatible with your setup.
If you run into problems after purchasing and don’t want to wait for a fix, we cannot refund you. But we will do everything possible to help resolve the issue.
We’re all about mutual respect.
Our team treats you with professionalism, and we expect the same in return.
We do not tolerate abuse, harassment, or bullying—in any form. We reserve the right to refuse or withdraw support if this occurs.
We are not liable for:
Use of our software is at your own risk.
We only use your information to provide support or fulfill your requests. Please refer to our Privacy Policy for details.
For additional terms, please refer to the EULA displayed when you install our software.
Made it this far without falling asleep? Good on you. Well done! I dozed off ages ago.
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