Terms of Use, Licence and Acceptable Use

Freaque Systems provides a hosted support portal for businesses that need a simple way for customers, staff or users to raise support tickets, manage service requests, receive status updates and access branded support workflows.

The service may include public ticket submission portals, business admin areas, ticket management, ticket notes, status updates, email notifications, branding and logo settings, QR code portal access, trial enquiry workflows, user roles and permissions, platform support, managed setup, AV/IT support request intake and related support functions.

Available features may vary by plan, configuration, subscription status, trial status, service tier or custom arrangement.

Subject to these Terms and payment of any applicable fees, Freaque Systems grants you a limited, non-exclusive, non-transferable, revocable licence to access and use the hosted service for your internal business support purposes.

You do not own the software, codebase, platform, workflows, design, system architecture, database structure, branding, documentation, configuration methods or intellectual property that make up the service.

You must not copy, reproduce, resell, sublicense, reverse engineer, commercially exploit, duplicate, modify, distribute or create competing products from the service unless Freaque Systems has given express written permission.

Freaque Systems owns or controls the rights in the service, including the software, source code, design, workflows, branding, layout, system architecture, business logic, documentation, configuration, portal structure, original content and related intellectual property.

Nothing in these Terms transfers ownership of the service or Freaque Systems intellectual property to you. You may not remove, obscure or alter Freaque Systems branding, copyright notices, attribution, system identifiers or service notices unless your plan or written agreement expressly allows it.

You retain ownership or control of Customer Data submitted by you or your authorised users, subject to these Terms.

You grant Freaque Systems permission to host, store, process, transmit, access and use Customer Data as reasonably necessary to provide the service, operate and maintain the portal, support your account, troubleshoot issues, manage users and settings, provide ticket notifications, administer trials and subscriptions, secure and protect the service, investigate misuse or faults, comply with law, and provide managed support, onboarding or configuration services.

You are responsible for ensuring that Customer Data entered into the service is accurate, lawful and appropriate for the intended use.

You are responsible for managing authorised users, assigning appropriate roles, keeping business and contact information accurate, ensuring support email addresses are valid, ensuring users are allowed to access the information they enter or view, obtaining necessary consent from your own customers, staff or users, using the service lawfully, keeping your own devices and email accounts secure, and reviewing user access when users no longer require it.

You must not enter information into the service if you do not have the right to collect, use, disclose or process that information.

You must not use the service to break the law, infringe another person’s rights, send spam or unlawful communications, upload malicious code, attempt to access another customer’s data, bypass authentication or access controls, scrape or overload the service, probe or test vulnerabilities without written permission, interfere with system performance, impersonate another person or business, submit false or abusive content, reverse engineer or copy the service, or use the service in a way that damages Freaque Systems, other customers or the service.

Freaque Systems may suspend, restrict or terminate access if misuse is suspected.

Freaque Systems may offer trial access to the service. Trial access may be limited by time, features, usage, configuration, support level or availability. Freaque Systems may modify, extend, convert, suspend or end a trial at its discretion.

Paid access may be provided under a subscription, managed service, support arrangement, quote, invoice or other agreed commercial arrangement. Fees, billing intervals, inclusions, support levels and plan limits may vary depending on the selected service tier or agreement.

Unless otherwise agreed in writing, fees are payable in accordance with the applicable invoice, quote, subscription or plan. Access may be suspended for non-payment. Additional support, configuration, customisation, SMS notifications, white-label setup, onsite work, remote support, consulting or AV/IT services may incur additional fees.

You may request cancellation of a paid subscription or service arrangement by contacting Freaque Systems. Cancellation timing, final billing, remaining access, refunds and data handling may depend on the relevant subscription, invoice, quote, billing cycle or written agreement.

Unless otherwise agreed, cancellation does not automatically remove amounts already due for work performed, service periods already supplied, setup work, custom work, support work, onsite work, remote work or other agreed charges.

Freaque Systems may suspend or terminate access if fees are overdue, you misuse the service, you breach these Terms, access creates security or legal risk, required information is false or incomplete, the service is being used unlawfully, Freaque Systems is required to do so by law, or a trial ends and is not converted.

Freaque Systems may provide support for portal setup, configuration, branding, user setup, QR codes, troubleshooting, workflow advice, onboarding, managed portal support and related services.

Freaque Systems may also receive AV/IT support requests through its own portal, including requests relating to AV systems, Q-SYS, Dante, Shure, networked AV, meeting rooms, remote support, onsite support, troubleshooting, service calls, consulting or project work.

Submitting a ticket or request does not automatically mean the requested work is included, free or approved. Freaque Systems may review the request and discuss pricing, support rates, callout fees, remote support rates, retainer options or project scope before proceeding.

White-label or reseller use is only permitted where Freaque Systems has expressly approved it in writing or under a suitable paid plan or agreement.

Unless expressly authorised, you must not resell the service, offer it as your own software, remove required Freaque Systems attribution, create derivative commercial products, represent that you own the underlying platform, or grant access to third parties outside your authorised business use.

White-label or reseller plans may have separate pricing, branding, attribution, support and usage requirements.

Freaque Systems aims to provide a reliable hosted service, but does not guarantee uninterrupted, error-free or always-available access. The service may be affected by maintenance, updates, provider issues, internet outages, DNS issues, software faults, third-party interruptions, security events, user configuration errors or circumstances outside Freaque Systems’ reasonable control.

The service may send email notifications, login links, ticket updates, trial reminders and account messages. Email delivery is not guaranteed and may be affected by mailbox settings, spam filters, provider limits, incorrect email addresses, third-party email infrastructure or recipient-side systems.

Freaque Systems takes reasonable steps to protect the service and Customer Data. However, no hosted system, internet service, email system or database can be guaranteed to be completely secure.

You are responsible for managing your own users, devices, email accounts, login links, local security practices and authorised access. If you suspect unauthorised access or misuse, contact Freaque Systems promptly.

Freaque Systems handles personal information in accordance with its Privacy Statement.

Freaque Systems may maintain operational backups or records as part of hosting, maintenance or service management. Backups, exports, restoration or data recovery are not guaranteed unless expressly included in your plan or written agreement.

The service may rely on third-party providers for hosting, database services, authentication, email delivery, domain/DNS services, payment processing, monitoring, analytics, communications or support functions. Freaque Systems is not responsible for failures, outages, delays, data loss, delivery failures or issues caused by third-party providers outside its reasonable control.

The service is provided for business support, ticket management, service intake and related operational purposes. Freaque Systems does not guarantee that the service will meet every business requirement, operate without interruption, be error-free, or be suitable for every use case.

Nothing in these Terms excludes, restricts or modifies any rights, guarantees, remedies or protections that cannot be excluded under the Australian Consumer Law or other applicable laws.

To the maximum extent permitted by law, Freaque Systems is not liable for indirect, consequential, special, incidental or punitive loss, loss of profit, loss of revenue, loss of business opportunity, loss of goodwill, loss of data, business interruption, service interruption, third-party provider failure or unauthorised access outside its reasonable control.

You agree to indemnify Freaque Systems against claims, losses, damages, liabilities, costs and expenses arising from your misuse of the service, unlawful content or data entered by you or your users, breach of these Terms, unauthorised use of the service by your users, failure to manage user access, or breach of privacy, confidentiality or legal obligations to your own customers, staff or users.

These Terms are governed by the laws of Queensland, Australia, unless another jurisdiction is required by applicable law. The parties agree to the jurisdiction of the courts of Queensland, Australia, where legally permitted.

Freaque Systems may update the service or these Terms from time to time. Updated Terms may be published on the website or portal. Continued use of the service after updated Terms are published may be treated as acceptance of the updated Terms, where permitted by law.

If a material change significantly affects paid customers, Freaque Systems will take reasonable steps to communicate the change.