Terms of Service.

Effective from: 12/08/2026

These Terms of Service (“Terms”) govern your use of services, programs, and content delivered by Soft Systems Lab (“Soft Systems Lab”, “we”, “our”, or “us”). These Terms apply to all clients, participants, and users engaging with our work, including individuals, organisations, and institutions, whether services are delivered in person or online.

By accessing our services or entering into an agreement with us, you acknowledge that you have read, understood, and agree to be bound by these Terms.

1. Scope of Services

Soft Systems Lab is a creative consultancy working at the intersection of arts, health, and community. We provide:

Strategic consulting for organisations and systems
Design and delivery of participatory creative programs
Group workshops focused on movement, creativity, and wellbeing
One-to-one coaching and embodied practice sessions

Our services are tailored to individuals, communities, and organisations. Delivery may take place online, in community venues, health settings, workplaces, or other public or private locations.

2. Contracts & Engagement Agreements

For organisations, government agencies, or funded projects, a formal contract or Memorandum of Understanding (MoU) will be issued outlining:

Scope of work
Deliverables
Timeline and schedule
Fees and invoicing
Responsibilities of each party

Work will not commence until the agreement is signed and, where applicable, a deposit has been received.

For individuals (e.g. coaching clients or workshop participants), booking terms will be confirmed in writing, including scope, dates, fees, and payment conditions.

3. Fees, Payments, and Processing

3.1 Payment Terms

Unless otherwise stated:

Invoices are due within 14 days of issue
Payment can be made by bank transfer, credit card, or other approved method
GST may be applicable and will be clearly stated

For coaching clients and public workshops, full payment is typically required prior to delivery. For consulting and program-based work, a deposit may be requested, with balance payments aligned to agreed milestones.

3.2 Payment Processing

We may use third-party payment processors (e.g. Stripe, Square) for secure online transactions. Your payment data is processed securely and is not stored by us unless legally required for financial records.

If your organisation uses a Purchase Order (PO) or grant payment system, please notify us at time of booking to ensure compatibility with our invoice and delivery timelines.

4. Cancellations and Rescheduling

4.1 By the Client

Workshops or Coaching Sessions: A minimum of 48 hours’ notice is required to reschedule. Cancellations made with less than 48 hours’ notice may incur full fees.

Organisational or Program Bookings: Require at least 7 business days’ notice for cancellation or postponement. Work already completed (e.g. scoping, consultation, materials prep) will be invoiced in full.

4.2 By Us

If we must cancel or reschedule due to illness, emergency, or unforeseen circumstances, we will notify you as early as possible and offer an alternative date or full refund.

5. Health, Safety, and Public Liability

Soft Systems Lab holds appropriate public liability insurance for facilitation in community, health, education, and public space settings.

We take reasonable steps to ensure safe, inclusive, and respectful environments. However, by participating in workshops or coaching sessions, you acknowledge the following:

Some activities may involve physical movement or emotional expression
You are responsible for ensuring your participation is appropriate to your abilities and health
You agree to inform facilitators of any relevant medical, psychological, or access needs in advance
Children under 18 must be supervised by a parent, guardian, or approved organisation representative unless otherwise arranged

We are not liable for injuries, emotional distress, or damages arising from misuse, failure to disclose relevant information, or failure to follow facilitator instructions, unless due to proven negligence.

6. Accessibility and Inclusion

Soft Systems Lab is committed to inclusive practice. If you or your community require adjustments to support access or participation (e.g. Auslan, accessible venues, alternative formats), please inform us at the earliest opportunity. We will work with you to identify solutions within reasonable capacity and project constraints.

7. Intellectual Property

Unless otherwise agreed in writing, all materials, methodologies, workshop plans, tools, and documentation developed or shared by Soft Systems Lab remain our intellectual property.

Clients and participants are granted a non-exclusive, non-transferable licence to use materials for personal or internal organisational purposes only. Reproduction, distribution, or commercial use without permission is strictly prohibited.

8. Privacy and Data

Your personal and organisational information is handled in accordance with our Privacy Policy and Australian privacy law. We collect only the information necessary to deliver our services and never sell or share your data with third parties without consent.

We may use aggregated or anonymised feedback or project data (e.g. for reports or evaluation) but will not disclose identifying information without your explicit approval.

9. Online Services

For services delivered online:

You are responsible for ensuring a stable internet connection and suitable environment

We use secure platforms (e.g. Zoom, Google Meet), but cannot guarantee uninterrupted access

Sessions may not be recorded or redistributed without prior written agreement

We reserve the right to end online sessions early if participants engage in inappropriate, disrespectful, or harmful behaviour.

10. Limitation of Liability

To the extent permitted by law, Soft Systems Lab is not liable for:

Any indirect, incidental, or consequential loss
Injuries or damages arising from participation, unless due to our proven negligence
Delays or non-performance due to events beyond our control (e.g. natural disasters, illness, technical failures)

Where liability cannot be excluded, our liability is limited to the re-supply of the relevant services or a refund of fees paid.

11. Changes to Terms

We may update these Terms from time to time. The latest version will be available on our website. Continued use of our services constitutes acceptance of the current Terms.

12. Governing Law

These Terms are governed by the laws of Australia and the relevant state or territory in which the services are delivered. Any disputes will be subject to the jurisdiction of the courts of that state or territory.

13. Contact

For enquiries about these Terms or to request a copy of your service agreement, please contact:

Gülsen Özer

Soft Systems Lab

e: gulsen@gulsenozer.com