Terms of Service

Version / Effective date: 13 January 2026

These Terms of Service apply to paid Sarentic services only. Website use is governed by the Website Terms of Use.

In these Terms of Service, “services” means the paid Sarentic deliverables described at checkout or confirmed in writing (for example, Compass Briefs and Lighthouse Reports).

1) Disclaimers, responsibility and limits

Decision-support only. Sarentic provides decision-support information and recommendations to assist the Client to make its own travel decisions.

No guarantee. Travel involves inherent and unpredictable risks. Sarentic does not warrant or guarantee traveller safety, security outcomes, continuity of travel, or that any recommended measures will prevent adverse events.

Not real-time / not operational services. Sarentic’s deliverables are point-in-time and are not a real-time monitoring service. Sarentic does not provide emergency assistance, evacuation, rescue, medical coordination, crisis response, or protective security services.

Client responsibility. The Client retains sole responsibility for deciding whether travel proceeds, under what conditions, and what controls are implemented. The Client is responsible for ensuring controls are implemented and maintained, and for traveller preparation, supervision, and compliance with Client policies.

Traveller responsibility. Travellers remain responsible for their personal conduct and real-time judgement during travel, including adapting to changing conditions and complying with Client instructions.

Information sources and third parties. Sarentic may rely on Client-provided information and third-party/public sources. Sarentic does not control or verify the conduct or performance of airlines, hotels, transport providers, governments, or other third parties and is not responsible for their acts or omissions.

Specialist advice. Where specialist advice is required (including legal, WHS, medical, or insurance), the Client should obtain that advice separately.

Statutory rights. Nothing in these Terms of Service excludes, restricts, or modifies any right or remedy that cannot lawfully be excluded (including under the Australian Consumer Law).

2) Fees and payment

Fees are payable in advance unless agreed otherwise in writing.

Negotiation. If the Client requires different contractual terms (for example, procurement requirements), Sarentic may agree to amended terms in writing.

3) Delivery and timeframe

Sarentic’s standard delivery timeframe is 5–7 business days after both (a) payment is received and (b) a completed intake form is received.

“Business days” means Monday to Friday in Australia (excluding public holidays).

If the intake form is incomplete, unclear, or requires follow-up, the delivery timeframe does not commence until Sarentic receives the additional information required to proceed.

If the Client requests expedited delivery, Sarentic may (at its discretion) offer an accelerated timeframe subject to availability and any additional fee agreed in writing.

4) Refunds, cancellations and deferrals

If Sarentic cannot proceed. If Sarentic is unable to accept or complete the engagement (for example due to capacity constraints or a conflict), Sarentic will provide a full refund of fees paid.

Commencement of work. For the purposes of these Terms of Service, “work starts” when Sarentic begins research and drafting after receiving a completed intake form (or otherwise confirms commencement in writing).

Client cancellation. If the Client cancels:

• before work starts: refund of 100% of fees paid, less any non-refundable third-party payment processing fees (if applicable);

• after work starts but before a draft is produced (including a partial draft): refund of 50% of fees paid;

• after a draft is produced or where the work is substantially complete: no refund.

Deferral instead of cancellation. If travel dates change, the Client may request a one-time deferral of the engagement to a new travel window, provided the request is made before delivery. Sarentic will apply the fees already paid as a credit to the deferred engagement for up to 6 months.

Changes to scope. Changes to destination(s), traveller profile, or the nature of work after work starts may require a revised scope and additional fees.

Australian Consumer Law. Nothing in this policy limits or excludes rights that cannot lawfully be excluded under the Australian Consumer Law. If Sarentic fails to meet a consumer guarantee, the Client may be entitled to a remedy.

5) Intellectual property

Upon full payment, the Client may use the deliverable internally for its travel decision-making. Sarentic retains ownership of its underlying methodology, templates, and know-how.

6) Liability

6.1 Limitation of liability (cap). To the extent permitted by law, Sarentic’s total aggregate liability arising out of or in connection with the services (including negligence) is limited to the fees paid by the Client for the relevant services.

6.2 Exclusion of consequential loss. To the extent permitted by law, Sarentic is not liable for any indirect or consequential loss, loss of profit, loss of revenue, loss of opportunity, business interruption, or loss of goodwill arising out of or in connection with the services.

6.3 Proportionate reduction. To the extent permitted by law, Sarentic’s liability will be reduced proportionately to the extent that any loss was caused or contributed to by the Client, travellers, or third parties (including by incomplete or inaccurate intake information, failure to implement controls, or failure to comply with Client policies).

6.4 Carve-outs. Nothing in these Terms of Service limits or excludes liability for fraud, wilful misconduct, or any liability that cannot lawfully be limited or excluded.

6.5 Statutory rights (ACL). Nothing in these Terms of Service excludes, restricts, or modifies any right or remedy that cannot lawfully be excluded under applicable Australian law (including under the Australian Consumer Law).

7) Governing law and contact

These Terms of Service are governed by the laws in force in the Australian Capital Territory, Australia, and applicable Commonwealth laws.

Questions: inquiries@sarentic.com