Priority Access - Terms and Conditions

These Terms and Conditions govern the optional Priority Access service offered by Propify for eligible digital products.

By selecting and purchasing Priority Access during checkout, the customer confirms that they have read, understood and agreed to these Terms and Conditions.

1. Definitions

For the purposes of these Terms and Conditions:

“Access Link” means the electronic link, download link, customer account access or other digital-delivery method used by Propify to provide access to a completed Digital Product.

“Business Day” means Monday to Friday, excluding public holidays observed in Victoria, Australia.

“Complete Order” means an order for which:

• payment has been successfully processed;
• all required information and selections have been provided;
• all required images and files have been successfully submitted;
• the supplied information and materials are complete, accurate, legible and usable; and
• no clarification, verification or further customer action is required before production can begin.

“Customer” means the individual or entity that purchases the relevant Digital Product and Priority Access service.

“Digital Product” means an electronically generated and delivered product supplied by Propify.

“Eligible Digital Product” means a Digital Product for which Priority Access was expressly available during checkout.

“Priority Access” means the optional priority-generation and delivery service governed by these Terms and Conditions.

“Priority Order” means the specific order containing an Eligible Digital Product for which Priority Access was selected and paid for during checkout.

“Public Holiday Order” means an order placed on a public holiday observed in Victoria, Australia.

“Weekend Order” means an order placed on a Saturday or Sunday.

All dates and times under this policy are determined using the local time applicable in Melbourne, Victoria.

2. Standard Digital Processing Time

Without Priority Access, Digital Products are generally generated and delivered within 2–3 Business Days after the order becomes a Complete Order.

The standard timeframe is an estimated processing period and may vary depending on the nature of the product, the completeness of the customer’s information, current order volumes and other relevant circumstances.

3. Nature of Priority Access

Priority Access is an optional expedited-production service.

When Priority Access is purchased, the eligible Digital Product will bypass the standard processing queue and receive priority generation and delivery in accordance with these Terms and Conditions.

Priority Access applies only to the initial generation and delivery of the Eligible Digital Product. It does not alter the product’s content, design, format, quality or standard inclusions.

4. Priority Access Timeframe

For a Complete Order placed on a Business Day, Propify will prioritise the order and send or otherwise make the Access Link available within 18 calendar hours from the time of purchase.

Where the order is not complete when it is purchased, the 18-hour timeframe will begin when all outstanding information, files, images, payment requirements, verification requirements or other necessary materials have been received and accepted by Propify.

The timeframe is calculated using consecutive calendar hours rather than Business Hours.

5. Weekend and Public Holiday Orders

Weekend Orders and Public Holiday Orders will still receive priority status and will be processed ahead of orders subject to Propify’s standard processing timeframe.

Propify will aim to generate and deliver an eligible Weekend Order or Public Holiday Order within 18 hours.

However, due to reduced operating availability, staff availability, increased order volumes or other operational circumstances that may arise during weekends and public holidays, delivery within 18 hours during these periods may vary and cannot be guaranteed.

Where the 18-hour timeframe cannot be met, the order will retain priority status and will be completed as soon as reasonably practicable.

Exceeding 18 hours for a Weekend Order or Public Holiday Order will not, by itself, mean that Priority Access was not provided, provided that the order remained prioritised and was processed as soon as reasonably practicable.

Nothing in this section limits any right or remedy available under applicable law.

6. When the Priority Timeframe Begins

For a Complete Order, the applicable priority timeframe begins when Propify’s ordering system records that:

1. the order has been successfully submitted;
2. payment has been confirmed; and
3. all required information and customer-supplied materials have been received in an acceptable form.

An automated order-confirmation email does not necessarily confirm that all supplied materials have been reviewed or accepted as suitable for production.

If an issue is identified after purchase, Propify may contact the customer to request further information, clarification or replacement materials.

7. Incomplete or Unusable Orders

An order will not be considered a Complete Order where it contains or is affected by:

• missing required information;
• incomplete or contradictory details;
• incorrect or unreadable information;
• missing images or files;
• corrupted, inaccessible or unsupported files;
• unsuitable or insufficient-quality images;
• incomplete payment;
• an incorrect product selection;
• information requiring clarification;
• an outstanding verification requirement;
• a suspected duplicate or unauthorised transaction;
• requested content that does not comply with Propify’s policies; or
• another issue that reasonably prevents production from commencing or continuing.

The priority timeframe will not begin, or may be paused, while Propify is awaiting information, clarification, verification, payment or replacement materials from the customer.

Once all outstanding requirements have been received and accepted, the priority timeframe will begin or resume, as reasonably determined by Propify according to the circumstances.

8. Customer Responsibility for Submitted Information

The customer is responsible for ensuring that all information, selections, images and files are complete and accurate before submitting the order.

Propify will ordinarily generate the Digital Product using the information supplied by the customer and is not responsible for independently identifying or correcting:

• spelling errors;
• incorrect names;
• incorrect dates;
• incorrect addresses;
• incorrect numbers;
• inconsistent details;
• unsuitable images;
• incorrect product selections;
• incomplete instructions; or
• any other customer-supplied error.

Priority Access does not include checking, proofreading or verifying the factual accuracy of customer-supplied information unless expressly stated otherwise.

9. Changes Requested After Purchase

Priority Access is based on the information and materials submitted with the original order.

Where the customer requests a correction, replacement, amendment or additional instruction after purchase, Propify may:

• pause production;
• request one final and consolidated set of instructions;
• decline the requested change;
• continue using the information originally submitted;
• restart the applicable priority timeframe; or
• advise that a separate product or revision service is required.

Any delay resulting from a customer-requested change will not count as a failure by Propify to meet the original priority timeframe.

The Post-Purchase Edit Pass is a separate optional service. Purchasing Priority Access does not include post-delivery revisions, and purchasing an Edit Pass does not include priority generation or expedited delivery.

10. What Priority Access Includes

Priority Access includes:

1. placement of the eligible order within Propify’s priority-production queue;
2. expedited initial generation of the eligible Digital Product; and
3. electronic delivery of the Access Link in accordance with the applicable timeframe.

Priority Access applies only to eligible Digital Products included in the Priority Order.

11. What Priority Access Does Not Include

Unless expressly stated otherwise, Priority Access does not include:

• physical production or physical delivery;
• express postage or shipping;
• post-purchase revisions;
• changes to customer-supplied details;
• replacement of customer-supplied images;
• image editing or retouching;
• product redesign;
• alternative templates or product versions;
• additional products or variations;
• access to source files, templates or working files;
• customer-support responses within a guaranteed timeframe;
• immediate proofs or approvals;
• priority processing of later amendment requests; or
• completion within a period shorter than the applicable Priority Access timeframe.

Priority Access applies to production and delivery only. It does not guarantee that customer-support enquiries will receive a response within 18 hours.

12. Multiple-Product Orders

Where an order contains multiple Digital Products, Priority Access applies only to products expressly identified as eligible for the service.

Where Priority Access is offered for the complete order, the applicable timeframe will apply collectively to the eligible Digital Products contained in that order.

Physical products and products that were not eligible for Priority Access remain subject to their ordinary processing and delivery arrangements.

Propify may deliver different products within the same order separately.

13. Order Review and Verification

Propify may require the customer to verify:

• their identity as the purchaser;
• the order number;
• the email address used during checkout;
• payment information associated with the order;
• authority to place the order;
• authority to provide or use customer-supplied materials;
• the intended nature of the order; or
• any other information reasonably required for security, fraud prevention or order processing.

The priority timeframe may be paused while verification remains outstanding.

Propify may suspend, decline or cancel an order where the required verification cannot reasonably be completed.

14. Delivery of the Access Link

The Access Link will ordinarily be delivered electronically to the email address supplied during checkout.

Propify may also provide access through:

• a customer account;
• a digital-delivery platform;
• a download page; or
• another electronic-delivery method selected by Propify.

Delivery will be considered completed when Propify’s records show that the Access Link has been successfully sent to the email address associated with the order or otherwise made available to the customer.

The customer is responsible for:

• supplying a correct and accessible email address;
• monitoring the relevant inbox;
• checking spam, junk and promotional folders;
• ensuring sufficient email-storage capacity;
• ensuring that Propify’s emails are not blocked;
• accessing the link before any stated expiry date; and
• retaining a copy of the delivered Digital Product.

A customer’s delay in opening, accessing or downloading the Digital Product does not alter the time at which delivery occurred.

15. Email and Customer-Device Issues

Propify will not be responsible for a delay in customer access caused by:

• an incorrect email address supplied by the customer;
• a full or inaccessible email inbox;
• spam or junk filtering;
• blocked email addresses or domains;
• an unavailable customer account;
• the customer’s device, browser or application;
• the customer’s internet connection;
• failure to check the supplied email account;
• failure to download the product before a link expires; or
• another issue involving systems controlled by the customer or a third-party service used by the customer.

This section applies where Propify correctly sent or otherwise made the Access Link available within the applicable timeframe.

16. Failure to Meet the 18-Hour Timeframe on a Business Day

Where an eligible Complete Order was placed on a Business Day and Propify does not send or otherwise make the Access Link available within 18 hours, the customer may contact Propify to request a refund of the amount paid specifically for Priority Access.

A Priority Access fee refund will not automatically cancel or refund the underlying Digital Product. Unless otherwise agreed, the Digital Product will continue to be generated and delivered as soon as reasonably practicable.

A Priority Access fee refund may not be available where the delay was caused or contributed to by:

• incomplete or incorrect customer information;
• missing or unsuitable customer-supplied materials;
• delayed customer responses;
• customer-requested changes;
• an unresolved payment issue;
• an outstanding verification requirement;
• an incorrect email address;
• conduct contrary to Propify’s policies; or
• another circumstance reasonably attributable to the customer.

Nothing in this section limits any right or remedy that cannot lawfully be excluded.

17. Weekend and Public Holiday Variations

Because delivery within 18 hours is an intended target rather than a guaranteed timeframe for Weekend Orders and Public Holiday Orders, exceeding 18 hours during those periods does not create an automatic entitlement to a refund of the Priority Access fee.

Propify may consider a refund or other appropriate resolution where a Weekend Order or Public Holiday Order was not meaningfully prioritised or where the Priority Access service was otherwise not provided.

Any such assessment will take into account:

• the actual processing time;
• order volume;
• operational availability;
• the completeness of the order;
• communication with the customer;
• the extent to which priority processing was provided; and
• any rights available under applicable law.

18. Cancellation and Change of Mind

A request to cancel Priority Access will be assessed according to the status of the order and Propify’s applicable cancellation and refund policies.

Except where required by law, the Priority Access fee may not be refundable where:

• priority processing has commenced;
• production of the Digital Product has commenced;
• the Digital Product has been completed;
• the Access Link has been sent or made available; or
• the customer no longer requires the service or changes their mind.

Cancelling Priority Access does not automatically cancel the underlying Digital Product order.

Where Propify cancels the underlying order before providing Priority Access, the Priority Access fee will ordinarily also be refunded.

19. Technical Issues and Circumstances Outside Reasonable Control

Propify will use reasonable efforts to maintain its production and delivery systems.

Where a technical or operational issue affects delivery, Propify may use an alternative reasonable method to send or make the Digital Product available.

Circumstances affecting production or delivery may include:

• system or platform outages;
• payment-processing interruptions;
• email-delivery outages;
• file corruption;
• internet or telecommunications failures;
• power outages;
• cybersecurity incidents;
• illness or unexpected staff unavailability;
• unusually high order volumes;
• natural disasters;
• government restrictions; or
• other circumstances outside Propify’s reasonable control.

Where an eligible Business Day order exceeds the 18-hour timeframe for one of these reasons, the Priority Access fee may be refunded in accordance with Section 16, while the underlying order continues to be processed.

20. Prohibited, Suspicious or Unacceptable Orders

Purchasing Priority Access does not require Propify to accept, prioritise or complete an order that Propify reasonably considers to be:

• unlawful;
• fraudulent;
• deceptive or misleading;
• unauthorised;
• intended to facilitate impersonation or misuse;
• infringing another person’s privacy or intellectual-property rights;
• contrary to Propify’s policies;
• technically incapable of being completed;
• abusive or threatening; or
• likely to expose Propify or another person to legal, regulatory or security risk.

Propify may pause, decline or cancel Priority Access while an order is being reviewed.

21. No Guarantee of Third-Party Acceptance

Priority Access relates only to the priority generation and electronic delivery of the eligible Digital Product.

It does not guarantee that the Digital Product will:

• be accepted, recognised or approved by any third party;
• satisfy a third party’s requirements;
• be suitable for a purpose not expressly agreed to by Propify; or
• meet a personal, travel, employment, event, production or other external deadline beyond the delivery commitment expressly provided under this policy.

Customers should allow sufficient additional time for circumstances outside Propify’s production and delivery process.

22. Limitation of Liability

To the maximum extent permitted by law, Propify will not be liable under Priority Access for loss or delay caused by:

• incorrect or incomplete customer-supplied information;
• customer-requested changes;
• failure by the customer to respond;
• an incorrect or inaccessible email address;
• customer-controlled devices, accounts or systems;
• failure to check spam or junk folders;
• failure to access or retain the delivered product; or
• use of the Digital Product for a purpose not expressly agreed to by Propify.

Nothing in these Terms and Conditions excludes, restricts or modifies liability or any right or remedy to the extent that it cannot lawfully be excluded, restricted or modified.

23. Relationship With Other Policies

These Terms and Conditions operate together with Propify’s:

• Digital Product Policy;
• Post-Purchase Edit Pass Terms and Conditions;
• refund and cancellation policies;
• Privacy Policy;
• website terms and conditions; and
• any applicable product-specific conditions.

Priority Access is a separate service and does not replace or expand the entitlements available under another Propify policy.

Where there is an inconsistency specifically concerning Priority Access, these Terms and Conditions will apply to the extent permitted by law.

24. Australian Consumer Law

Nothing in these Terms and Conditions excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law.

Propify’s services remain subject to applicable consumer guarantees, including requirements concerning due care and skill and agreed or otherwise reasonable service timeframes.

Remedies available under the Australian Consumer Law may apply in addition to any refund or remedy expressly offered under this policy. A business’s own policies cannot remove consumers’ automatic legal rights.

25. Amendments to This Policy

Propify may amend this policy from time to time to reflect changes to its services, systems, operational requirements or applicable laws.

Unless otherwise required by law, an order will ordinarily be assessed under the version of this policy that applied when Priority Access was purchased.

An amendment will not retrospectively remove a Priority Access entitlement already purchased for an existing order.

26. Severability

If any provision of these Terms and Conditions is determined to be invalid, unlawful or unenforceable, that provision will be interpreted or limited to the minimum extent necessary to make it valid and enforceable.

Where this is not possible, the affected provision will be severed, and the remaining provisions will continue in full force and effect.

27. Contacting Propify

Questions, delivery enquiries and Priority Access refund requests must be submitted to:

Email: support@propifyco.com

All correspondence should include:

• the relevant order number;
• the email address used during checkout; and
• a brief description of the enquiry or delivery issue.

Submitting a request does not constitute automatic confirmation that a refund or other remedy is payable. Each request will be assessed according to the circumstances, these Terms and Conditions and applicable law.