The Outcome Contract — the terms, in full.
Every promise on this site rests on one clause structure. It's written here, in plain English, so you can read exactly what we commit to — and exactly what we don't — before you ever speak to us. A firm that publishes its remediation obligation isn't hiding behind it.
The remediation decision, in one picture
1. Before any work starts
We agree, in writing, all four of these — or we don't start:
- Success criteria, each with a stated measurement method, in your numbers.
- A baseline for each criterion, measured with that same method before work begins.
- A fixed price. We do not bill by the hour.
- An outcome measurement date, on or after go-live, when each criterion is re-measured the same way.
2. Fixed price and change control
The price is the price. Any change to scope, success criteria, timeline or price is documented as a written change order and takes effect only once both sides sign it. Neither side performs, or is billed for, work outside the signed scope without one — in either direction.
3. After go-live: defect support
For a support window stated in your SOW, we fix at no charge any deliverable that doesn't conform to the agreed specification. This is ordinary warranty support — separate from, and in addition to, outcome remediation below.
4. Outcome remediation — the promise, precisely
If, at the outcome measurement date, a success criterion is not met, and the shortfall is attributable to our delivery, we remediate it at our own cost, up to a bound stated in your signed SOW. That bound is agreed before any work starts and before any fee is paid, so there is no gap between what we say publicly and what you can hold us to. It is a genuine remedy, not a token one.
5. What remediation does not cover
A shortfall is not attributable to our delivery, and remediation does not apply, where it results from:
- a client dependency listed in the SOW (access, data, approvals, named people) that was not met;
- a scope change that was not agreed in writing under change control;
- a cause outside our reasonable control — including a failure or outage of a third-party platform such as SAP or BTP that we did not cause, or of your own infrastructure.
We say this up front because a remediation promise with no exclusions would be either dishonest or unaffordable. This one is neither.
6. If dependencies stall
If a client dependency remains unmet for the period stated in the SOW, the engagement pauses rather than drifting. Restart terms — including how long the original price holds — are set in the SOW. Milestone invoices already due remain payable.
7. Leaving
Either side can end an engagement for convenience on the notice stated in the SOW, or immediately for a material breach that isn't remedied when asked, or on insolvency. On exit, you pay for the work performed and accepted to that date; we hand over every deliverable you've paid for in a usable format, return or securely delete your data on your instruction, and provide the transition assistance set out in the SOW. Deliverables you have paid for are yours.
8. Liability
Each side's total liability to the other under a SOW is capped, at a level tied to the fees paid and stated in that SOW. The cap is mutual — it limits our liability to you and yours to us equally. Nothing excludes or limits rights that cannot lawfully be excluded, including under the Australian Consumer Law, and we do not attempt to cap liability for fraud, wilful misconduct, or death or personal injury caused by negligence — the law doesn't allow it, and a clause that tried would itself be at risk of being unfair.
9. Data, privacy and AI
Client data is handled on a minimum-necessary basis, never used to train models for other clients, never sold. Any AI we deliver that touches a consequential decision keeps a human in the loop by design and identifies itself as AI. The full commitments are on our Responsible AI and Privacy pages, and the contract can never promise less than they do.
10. When this isn't the right model
The Outcome Contract applies to delivery, and only when a genuine outcome can be defined and measured. Where it can't yet be — exploratory or advisory work, an estate nobody has mapped — we run a paid Discovery phase first, as a fixed fee or on time-and-materials, which produces the success criteria, baseline and fixed price for the delivery phase. Blended engagements of that shape are common and are stated as such in the SOW. How the two models compare, dimension by dimension.