TransPost Support Terms

Third Horizon Labs Pty Ltd

Last updated: 19 August 2026

These terms apply when we provide support for TransPost, TransPost Express or TransPost Plus (the “Software”), whether that support is free or chargeable. By requesting support, or by purchasing a block of configuration and mapping support, you agree to these terms.

They sit alongside the End-User Licence Agreement, which governs your use of the Software, and our Privacy Policy.

Who you are dealing with

Third Horizon Labs Pty Ltd ACN 700 675 396 · ABN 15 700 675 396
support@transpost.com.au

Free support

Support is free where the problem concerns installation, activation, licensing, or the Software not running as it should. We aim to respond by close of business on the next working day, though there will be occasions when we cannot.

Free support is available to customers with a current licence or an active trial.

Chargeable support

Assistance with setting up or changing import mappings, configuring the Software for your data, and similar work on your setup is chargeable.

We charge $49.50 (inc GST) per quarter hour or part of a quarter hour.

There is a minimum charge of $396 (inc GST), which covers the first two hours and must be paid before we begin. The minimum charge applies in full whether or not the full two hours is used. It is not refundable, not pro-rated and not transferable, and unused time is not carried forward. Please make sure this is clear to you before you pay.

If it becomes apparent that more than two hours is needed, we will give you an estimate and ask you to authorise the additional work before we continue.

You will receive a tax invoice when the work is complete, or at the end of the month if it runs longer than a month, covering the amount paid and any work in excess of two hours. Invoices are payable within 14 days. We do not provide chargeable support while any amount is outstanding.

All rates are in Australian dollars.

What we need from you

So we can help, please give us as much detail as you can, including:

  • the TransPost log file (its name and location are shown at the bottom of the Import tab – click Explore Logs)
  • a screen capture of where the problem occurs, showing any error
  • the import file you are using
  • an export of your mappings, if the problem occurs during an import (use the export button at the bottom left of the Mappings tab)

You are responsible for maintaining backups of your business data and your MYOB company file before we make any changes, for holding a valid licence for MYOB and any other third-party software involved, and for the accuracy of the information you give us.

Where we need to connect to your computer to assist, we will do so only with your consent, at a time you agree, and only for as long as needed.

Your data

Files you send us are used only to resolve your support request. We treat them as confidential, do not use them for any other purpose, and delete them once the request is resolved. We handle personal information in accordance with our Privacy Policy.

What is not covered

Support does not extend to:

  • faults, changes or outages in MYOB’s own products, file formats, interfaces or services
  • your network, hardware, operating system, or software we did not supply
  • problems caused by modification of the Software, or by combining it with software or data we did not supply
  • recovering or reconstructing your data
  • training beyond what is needed to resolve the request
  • custom development, which we will quote separately if you want it

Intellectual property

We retain all rights in the Software and in any tool, script, template or material we produce in the course of providing support. Where we supply you with such material, you may use it within your own organisation on the same terms as the Software, but you may not distribute or sell it.

Your data, your MYOB file and the mappings you create remain yours. Nothing in these terms gives us any rights in them.

Australian Consumer Law and liability

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts or modifies any right, remedy, guarantee or condition that cannot lawfully be excluded.

Support is provided using reasonable care and skill. We cannot guarantee that every problem can be resolved, or resolved within a particular time.

To the maximum extent permitted by law, and subject to the paragraph above:

  • we are not liable for any indirect or consequential loss, or for loss of profits, revenue, business, goodwill, data or anticipated savings; and
  • our total liability for all claims connected with a support request is limited to re-supplying the support, or refunding the amount you paid for it.

Our liability is reduced to the extent your act or omission contributed to the loss.

Changes to these terms

We may update these terms. The version published on our website when you request or purchase support is the version that applies to it.

Governing law

These terms are governed by the laws of the Australian Capital Territory, and each party submits to the non-exclusive jurisdiction of the courts of that Territory.

Contact

Third Horizon Labs Pty Ltd
support@transpost.com.au
https://www.transpost.com.au