The Outcome Contract: the terms, in full.

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.

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.

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.

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.

We say this up front because a remediation promise with no exclusions would be either dishonest or unaffordable. This one is neither.

If a client dependency remains unmet for the period stated in the SOW, the engagement pauses rather than drifting. If it stays unmet, the SOW sets out restart terms — including how long the original price holds — and either side's right to end the engagement. Milestone invoices already due remain payable.

Either side can end an engagement on the notice and exit terms stated in the SOW, or immediately for a material breach that isn't remedied when asked, or on insolvency. On exit 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.

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.

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.

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.