Frequently Asked Questions

The first step is a conversation. Contact us or register your business and we will schedule a call to understand what you need. There is no cost and no obligation for the initial discussion. If we are a good fit, we will prepare a proposal with clear scope, timeline, and pricing before you commit to anything.

We do not provide detailed, thoroughly scoped quotes to businesses we are shopping around for a price. We are a premium service and our project quotes are incredibly detailed and take several hours to prepare. This keeps our working relationship 100% transparent about what is included and what is not. We can provide estimated ranges based on what information you can provide us, but in our experience most businesses trying to operate this way do a poor job at scoping their own needs and will experience cost blow out down the line. Our Packages page is a helpful resource for typical small business needs and includes pricing information.

When we prepare project quotes they come with a legal contract to be signed before work on the project commences. We need you to complete our customer registration form so we have all of the correct details for the contract. Completing the registration form itself does not obligate you to proceed with the project in any way.

No. We always do our best to disclose expected costs upfront. For project work third party costs like domains and software descriptions are billed at cost and itemised separately. Clients who are not on retainer are charged a $30 admin fee for billable expenses to handle our administrative overheads.

Retainer clients receive a discount of 10-20% on all project fees. All clients also earn referral credits: 10% on the first successful referral, 15% on the second, and 20% on the third and beyond, capped at $500 per referral. We also offer discounts for environmental and social justice causes that we support. More information on these pages: How We Work, Referrals, Environmental Support.

We use Toggl track to log all client work with corresponding notes. We add and itemise these logged hours as part of our invoicing process. If you have questions or would like further detail on hours logged please email us.

Your invoice payment terms depend on what sort of work we are doing together. Retainers are billed on the last day of each month, whereas project and consulting work will be billed based on completion. The exception to this will be ongoing consulting which is typically billed at the end of the month with payment due in seven days.

Retainers require a 3-month minimum. Projects and consulting have no minimum commitment. Early termination of a retainer within the minimum period may incur the balance of the remaining term.

If you need ongoing support and want us to act as an outsourced tech team, heavily integrated into your business operations then a Retainer structure is the best fit. If you have a specific one-off deliverable like a new website, a Project with a fixed scope makes more sense. If you need advice, strategy direction or help with small ad-hoc tasks then Consulting at an hourly rate makes the most sense. See the full breakdown on the How We Work page.

A retainer is an ongoing monthly engagement that includes hosting, tech support, client communications, and security maintenance as standard. You pay a fixed monthly fee and we handle the ongoing work. A project is a one-off deliverable with a defined scope, timeline, and fixed price. Once the project is delivered, the engagement ends unless you choose to continue on a retainer or start a new project. Clients paying a retainer also receive a discount on standard project fees. See more at How We Work.

We accept bank transfer (EFT) and credit cards via Stripe. Please note credit card payments incur a merchant processing fee. Our bank details are: Wallace Corporation Holdings BSB: 083 427 Acc: 663 384 607

Yes. We handle full redesigns as well as platform migrations (for example, moving from Wix, Squarespace, or WordPress to a custom build). Depending on the where your website and business are at in terms of maturity there can be considerable risk to SEO equity in doing this. We will always scope the additional work needed to do this well for the best business outcome.

Absolutely. We build custom e-commerce solutions using platforms like Shopify (for storefront-focused businesses) or in some cases custom applications (for businesses with complex product logic, B2B ordering, or unique checkout flows). We will recommend the right platform based on your product catalogue, order volume, and integration requirements.

We do whatever is right for your business goals and budget. Generally our preference is offer a completely custom build that is faster with less maintenance and ongoing security issues than updating out-of-the-box themes.

This is hard to answer as it depends on so many different variables. But in a best case scenario with an extremely organised client and relatively simple build it could take less than a week. On average it is more like four to six weeks from contracted signed and deposit paid to final delivery.

Hosting includes the server infrastructure, SSL certificate and routine platform updates. It is $280/year for non-retainer clients. Retainer clients receive hosting at no additional cost, along with tech support, security maintenance, and client communications.

Almost certainly. One of our first priorities when working with a new client is understanding their current systems - what is essential, what is working well and what is not. We often build integrations between key platforms via APIs and custom middleware. If your tool has an API we can work with it. If not - we will assess and suggest alternatives.

Short answer - yes. However this is generally not our preference. Normally we will recommend responsive web applications that come with a lot less hassle than developing native apps across iOS and Android. This keeps budgets lower and development time faster. If you truly need a native mobile app we can deliver it - it will just be more expensive.

Yes. Our client base ranges from solo operators to much larger companies. Small businesses often get the most value from system design work because a well-built system eliminates the need to hire additional staff for repetitive tasks. We have also developed a number of Packages specifically for small business clients - helping to address common needs of non-technical owners.

The AI Marketing Agent is designed to provide great value for our Retainer clients. We see many marketing agencies charging extreme prices to small and medium sized business clients with questionable returns. The marketing agent is linked in to your key marketing channels and helps flags performance anomalies, tracks key metrics over time, and manage budgets. Expert marketing advice on call whenever you need, insights in plain English and with all of your own business data. Read more on our How We Work page.

We are industry-agnostic. Our clients span dental practices, logistics and distribution, e-commerce, construction, fitness and wellness, and professional services. The common thread is that a business knows that they have outgrown their current approach and know there is a better way to operate.

We operate across three core pillars: System Design (automations, workflow optimisation, business admin infrastructure etc), Data & Intelligence (analytics, machine learning, web scraping etc) and Web (websites, e-commerce, applications etc). Typically we work with clients across multiple pillars and we approach business challenges holistically. Full details on the Services page.

Yes. For projects that involve a custom system or dashboard, we provide user documentation and a walkthrough session as part of delivery. For ongoing retainer clients, we handle day-to-day operation so you do not need to learn the system internals unless you want to.

We classify tech support as any problem resolution or troubleshooting that requires a time sensitive response from us. Tech support is typically priced at a rush rate premium on top of our standard consulting rate. For clients on retainer tech support is included at not additional cost. For full details see How We Work.

Response times are tied to your priority tier. Premium retainer clients receive highest priority, Starter retainer clients receive higher priority, project clients receive high priority, and consulting clients receive normal priority. Most non-emergency requests are acknowledged within one business day. Urgent issues (site down, critical bug) are escalated immediately.

Retainer tech support covers troubleshooting, bug fixes, and reasonable updates to systems we built or manage. It is subject to a fair use policy. Emergency support outside business hours may be available at the rush rate

If you are on a retainer, we monitor your site and are typically aware of downtime before you are. We investigate and resolve hosting-level issues as part of your included support. If you are not on a retainer, contact us and we will diagnose the issue. Resolution will be billable at tech support rates.