Emptrak and its trading entities provide time clock hardware products, accessories, attendance software services, hosting services and general IT support. The provision of these services is subject to the following general terms and conditions.

For the purpose of these terms and conditions, the provider (Emptrak) includes all registered trading names, assigned agents and authorised resellers.

General Terms and Conditions

• Unless otherwise indicated or arranged, all products and services are provided following payment in full.
• Unless otherwise stated, pricing excludes GST and delivery.
• Unless otherwise stated, warranty on all products and services is 12 months.
• Prices are subject to change without notice.
• Prices are based on the provision and shipping of products within Australia by Australia Express Post.
• Software licences are non-refundable.
• Non product-related support is chargeable at Emptrak’s current support rate, which may vary depending on the nature of the service provided.

Returns and Refunds

Hardware returned for a refund must be undamaged, in original condition and packaging, and sent by registered post at the cost of the end user. Refunds are subject to the following additional conditions:

• Returns within 30 days: full refund, excluding non-refundable software licences, delivery and any used services.
• Returns between 30 days and 90 days: refund at the discretion of Emptrak, less a restocking fee of 10% of the unit’s original price.
• Product returns after 90 days: no refund.
• Product returns due to a change of mind are subject to the discretion of Emptrak and all other return conditions.
• Return postage and insurance are the responsibility of the end user.

---

Product & Service Specific Terms and Conditions

Time Clock Hardware Support

• Annual hardware support pricing is based on contiguous 12-month support contracts.
• Support agreements that have lapsed by more than 60 days may incur a reinstatement fee.
• In the case of late payments, the anniversary date of the support agreement will remain at the original invoice due date.
• All applicable automated software or firmware updates are subject to the device having internet access.
• Customers are provided access to online training resources and the Emptrak AI Assistant where available.
• Additional personalised training, implementation assistance or remote support services may be purchased separately.
• At the discretion of Emptrak, annual support fees may increase by up to 75% of CPI, as published by the Australian Bureau of Statistics, without notice.
• Any increase exceeding 75% of CPI will be notified at least 30 days before renewal.

Software Licence & Support Renewal

• Annual licence and support renewals are based on contiguous 12-month periods.
• Support renewals may include software updates, licence renewals, email support and a nominated block of support hours, depending on the package purchased.
• Customers purchasing self-install systems are provided with access to online training resources and the Emptrak AI Assistant.
• Additional one-on-one support, consulting, training or system configuration services may be purchased separately.
• Support agreements that have lapsed by more than 60 days may incur a reinstatement fee.
• In the case of late payments, the anniversary date of the support agreement will remain at the original invoice due date.
• Software licences and support agreements are transferable subject to approval and revision of applicable fees.
• Emptrak reserves the right to assign support contracts to an authorised third party.
• At the discretion of Emptrak, annual support fees may increase by up to 75% of CPI, as published by the Australian Bureau of Statistics, without notice.
• Any increase exceeding 75% of CPI will be notified at least 30 days before renewal.

Hosting Services

• Unless otherwise stated, hosting service fees are based on a 12-month term and are non-refundable.
• Data backups are the responsibility of the end user unless a managed backup service is specifically included in writing.
• End users agree to abide by all applicable software licence agreements and acceptable use requirements.
• Hosting services may depend on third-party providers, internet access, remote access services and other infrastructure outside the direct control of Emptrak.

IT Services – Non Product Related

• Unless otherwise stated, IT support that does not relate directly to an Emptrak product or service is chargeable at Emptrak’s current support rate.
• Upon establishing that a support issue is unrelated to one of our products, you may be directed to a payment portal before further IT services are provided.
• Non-product IT services may include network, workstation, server, security, remote access, printer, internet, email or general computer support issues.