What we collect
Your name, business details, email, and the access you grant us to deliver a service (for example read-only Google Ads access). Card payments go directly to Stripe and card details never touch our servers. Bank transfers go straight to our bank account.
Why we collect it
To deliver the service you ordered, to keep a record of approvals and deliverables on your project, and to send receipts and project notifications. We do not sell data and we do not add you to a mailing list without your consent.
Account access we're granted
Access is read-only wherever the work allows it. Where a service requires change access, nothing is applied to your account until you approve the change set inside your project, unless you specifically instruct us to.
How long we keep it
Project records, deliverables and approvals are retained while your account is active and for seven years afterwards for tax and dispute purposes. You can request deletion of anything beyond that obligation.
Who else touches it
Sub-processors we rely on: Stripe for card payments, our cloud hosting provider for the platform, and email delivery. Deliverables are served on time-limited signed links, never public URLs.
Your rights
Ask us for a copy of what we hold, ask for a correction, or ask us to delete what we're not legally required to keep. Email hello@teamonhand.com and we'll action it.
What you're buying
A defined service with a published brief, price and deliverable list. The brief shown at checkout is the agreement. Anything outside it is a new order or a custom quote.
Approvals
Every project has two gates: strategy and final delivery. Work pauses at each until you approve. Revisions described in the service brief are included; work beyond the brief is quoted separately.
What we need from you
Each service states what it needs from you before you pay. If we can't get that access or information, the project waits at intake and nothing further is charged.
Payments and subscriptions
Prices are in AUD, including GST, paid by card through Stripe or by direct bank transfer. Subscriptions bill monthly until cancelled; cancelling stops future cycles and any cycle already paid for is completed as normal.
Orders paid by bank transfer start once the payment arrives, and are cancelled if it hasn't arrived by the invoice due date. Customers on account are invoiced on their agreed payment terms. Account credit comes off your orders first and expires 12 months after it's added.
Refunds
If we haven't started work, you get a full refund. If a deliverable materially fails the published brief, we revise it or refund that item. We don't refund because a campaign's results weren't what you hoped, since results depend on your market, offer and budget.
Ownership and confidentiality
You own the deliverables once paid. We keep your business information confidential and don't use your account data for anyone else's work. We may describe work in general terms as a case study only with your written consent.
