Terms & service levels.

Net Cooky is an independent, unregistered business operated by its founder. Agreements are formed directly with the operator. We serve Australian and worldwide clients remotely, with the operations desk in India (GMT+5:30).

Net Cooky is not registered for GST. All AUD prices on this site are the full amounts payable — no GST is added. Once formally registered (if that changes), taxation treatment will be updated here before any client sees revised pricing.

Retainers are month-to-month and billed in AUD in advance (Starter $349, Professional $649, Partner $949, or a custom allocation agreed in writing). Payment methods: bank transfer, direct debit, or credit card as agreed at onboarding.

Each tier includes a set number of technical hours per month (5 / 10 / 15). Hours are tracked to the minute and reported in your monthly or bi-weekly summary. Administrative pleasantries and general questions are never billed. Unused hours don't roll over — light months redirect to proactive work (audits, optimizations, documentation).

Work beyond plan capacity is billed at AUD $80/hour, and only after our written approval is acknowledged.

Business hours: Monday–Friday, 9:00 AM–6:00 PM AEST/AEDT (Australian Eastern time), excluding Australian public holidays.

"Response" means a written acknowledgment with an assessment and next step — not necessarily the completed fix. Resolution time depends on scope and is always communicated.

Response windows by tier (within business hours):

Starter — 1 business day. Professional — 4 business hours. Partner — same business day.

If we miss a window (no response within a confirmed window, no pre-agreed cause on our side), the next monthly invoice receives a standing credit of one hour (AUD $80). We flag misses proactively — you shouldn't have to notice first.

Cancel or pause at any time by email before your next billing date — no lock-in, no exit fees. The current paid month continues to its end (work already committed finishes or hands over, your call). Scaling up or down mid-cycle is possible; the adjustment is prorated on the next invoice.

Included: maintenance, updates and security of existing websites and systems, hosting/DNS/email administration, report generation, CRM upkeep, automation upkeep, and the other items listed per tier on the plans page.

Not included in any retainer: ground-up new site or system builds (quoted as standalone projects), hardware, third-party subscription or license fees (Zapier, Google Workspace, domains, plugins), media spend, and legal or accounting work. Anything new and substantive gets scoped in writing before it's billed.

Fixed-scope builds (reporting systems, portals, tools, site rebuilds) are quoted and delivered independently of retainers: typically 50% on commencement and 50% on delivery, or milestones as agreed in the written scope. The written scope for each build states the deliverables, review rounds, and acceptance criteria.

To do the work, we need timely access: credentials or delegated accounts, a nominated primary contact, and quick answers to blocking questions. Clients confirm they hold the rights to the content, data, and licenses of the systems they hand us, and are responsible for keeping their own business-critical off-site copies beyond the backups we manage.

Everything you share with us stays confidential — during and after the engagement. Code and assets built for you are yours on payment (subject to the rights of underlying platforms your site runs on). Our internal templates, documentation frameworks, and pre-existing tooling remain ours, licensed to you where they're part of your deliverables.

We monitor systems, run configured backups, and respond to alerts fast — but no monitoring setup can honestly promise a fixed uptime percentage, so we don't advertise one. Uptime depends on your hosting stack and upstream providers. We keep you informed with written status when anything degrades.

Except as described above, services are provided as documented, and our total liability for any claim is capped at the fees paid in the preceding three (3) months. We are not liable for indirect or consequential losses. Nothing here excludes rights that law says you must have.

These terms are governed by the ordinary law applicable to the operator's place of business. Any dispute is first handled by good-faith discussion between the parties, then escalated only if that fails. Material changes to these terms are emailed to active clients at least 14 days before taking effect.