Terms of Service

Last updated: 30 September 2026

These terms apply when you buy a service from PlusEleven ("we", "us"). By paying for a service, or by accepting a written scope, you agree to them.

1. Our services

• Vendor Questionnaire Pack (AUD 1,950, fixed fee): draft answers to one buyer AI or security questionnaire, a one-page AI use statement, and a short list of gaps to close.

• AI Use Policy Starter (AUD 950, fixed fee): a tailored AI use policy, an AI register and a short gap list. The price counts towards an AI Governance Review booked within 60 days.

• AI Governance Review (from AUD 5,000): a written assessment. The deliverables, price, timing and payment terms are set out in the written scope we send you before work starts.

All services are delivered in writing, by email and online form. We don't hold meetings or calls unless we both agree in writing.

2. What we need from you

• Accurate, complete information about your business and how you use AI.

• The buyer questionnaire, and any documents it refers to, sent to contact@pluseleven.com.au.

• Answers to our follow-up questions within 5 business days.

Our delivery timeframes start when we have everything we need. If information is late or incomplete, delivery moves by the same amount of time.

3. Delivery and changes

• Vendor Questionnaire Pack and AI Use Policy Starter: usually within 5 business days of receiving your complete intake.

• Each service includes one round of written changes, requested within 10 business days of delivery.

• Work outside the agreed scope is quoted separately before we start.

4. Not legal advice

Our deliverables are governance documentation and practical guidance. They are not legal advice. You decide what to submit to your buyers and are responsible for the accuracy of your final answers. For legal questions, speak to a qualified lawyer.

5. Payment

• Vendor Questionnaire Pack and AI Use Policy Starter: paid in full by card at checkout.

• AI Governance Review: invoiced as set out in the written scope.

• Prices are in Australian dollars. Card payments are processed by Stripe. We never see or store your card details.

6. Refunds

We don't give refunds for change of mind.

Our services come with guarantees that can't be excluded under the Australian Consumer Law, including that they will be provided with due care and skill, fit for any purpose you make known to us, and within a reasonable time. If a service has a major failure, you can cancel and receive a refund for the unused portion, or compensation for its reduced value. If a failure isn't major, we will fix it within a reasonable time. If we don't, you can have it fixed elsewhere and recover reasonable costs from us, or cancel and get a refund.

To raise a problem, email contact@pluseleven.com.au with your order number and a description of the issue. We reply within 2 business days.

7. Confidentiality

We keep everything you send us confidential. We use it only to deliver your service, and we don't share it with anyone except as the law requires. We may use AI tools to help prepare drafts. Every deliverable is reviewed by a person before it's sent. Our Privacy Policy explains how we handle personal information.

8. Ownership

Once you've paid in full, you own the deliverables prepared for you and can use them as you wish. We keep ownership of our general templates, methods and know-how.

9. Liability

Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law or any other law that can't be excluded. To the extent the law allows, our total liability for any service is limited to the fees you paid for it, and we're not liable for indirect or consequential loss, including lost deals or revenue.

10. General

These terms are governed by the laws of the Australian Capital Territory, and the courts of the ACT have jurisdiction. We may update these terms, and the version in force when you buy applies to that purchase.

Questions: contact@pluseleven.com.au