Client terms
Version: MR-2026-09 · Updated: 30 September 2026
These terms explain the basis on which Moyne Ross works with clients. The agreed instruction brings them into focus for your asset: what you want to achieve, the work we will undertake, the evidence we will use and the fee. Please read them alongside our Privacy & Cookie Policy and Our Approach to AI.
In brief
The short version, in plain English. The full terms that follow are the legal basis for our work.
- You work directly with a chartered building surveyor, who reviews and stands behind the advice.
- The MR engine and AI tools gather and organise evidence. The judgement and the advice are ours.
- Unless we agree an inspection, the work is desktop-based: public information plus what you share with us.
- Costs are planning allowances, not quotes or tenders. Timing is a professional view, not a guarantee.
- The advice is for you and the purpose we agree. Please ask before anyone else relies on it.
- Each piece of work, with its scope and fee, is agreed with you before it begins. Either of us can stop; you pay for the work done to that point.
Discover
We read your building from its address and public evidence only, then talk it through with you. It is offered without charge, in return for accepting how we work, and is for information and discussion only: nobody, including you, may rely on it for any decision.
Define
Your records, intentions and knowledge of the building, brought into one reviewed Capital Strategy you can act on. A fixed scope, at a fixed fee set by the building and shown before you agree. Any inspection or specialist input is agreed separately.
Deliver
The strategy kept live: an annual review before your budget cycle, and advice when decisions arise. A yearly fee per building, renewing unless either of us gives 30 days’ notice. Works and project delivery are not included.
1. Our agreement with you
Moyne Ross is the practice name. Before you accept an instruction, we will identify the legal entity providing the services, its business registration details, the named client and the person responsible for the work. References to “we”, “us” and “our” in these client terms mean that identified provider. The current website operator uses ABN 18 890 160 412.
The agreement consists of the version of these terms supplied to and accepted by you, the agreed instruction and any agreed variations. An instruction may be recorded in a proposal, an exchange of emails or an electronic approval. It must identify the client, asset or portfolio, purpose, scope, deliverables, fee basis and intended timing. Any special conditions expressly agreed for an instruction take precedence over these standard terms to the extent of an inconsistency.
Once accepted, these standard terms may govern subsequent instructions between the same parties without being accepted again. Each new instruction must still be agreed, unless it is already authorised by an existing standing scope. Accepting these terms does not authorise unspecified work or additional fees. A person accepting an instruction for an organisation must have authority to bind that organisation; access to a portal account alone does not establish that authority.
A preliminary conversation, website enquiry or account registration does not by itself create an instruction to advise on an asset. We confirm acceptance of the work before it proceeds. A change of contracting entity requires an appropriate agreement; it is not effected merely by changing the name on this website.
2. Building and capital advice
Moyne Ross provides building and capital advisory services supported by the MR engine. We help clients clarify objectives, understand an asset, explore potential directions and develop a Capital Strategy expressing anticipated works, investigations, allowances, priorities and timing. The service may support acquisition, ownership, refurbishment, repositioning or portfolio planning, as specified in the instruction.
A Capital Strategy typically includes a structured capital register, a planning horizon, cost allowances, evidence and confidence commentary, an executive summary and the MR Index. The agreed scope determines the assessment coverage, scenarios, review meetings, exports and other deliverables. The portal is a working and delivery environment for this advice. Access to a feature does not expand the commissioned scope.
We exercise reasonable care and skill within the agreed scope. Our advice takes account of the information available and the client objectives communicated to us. We may identify matters requiring additional investigation or a specialist. Such work, including any appointment of a specialist by us, requires agreement on responsibility, scope and fees.
3. Desktop assessment and site inspection
Desktop assessment: analysis may draw on public records, imagery, planning information, market context and documents supplied by you or others. We do not attend the asset unless an inspection is included in the instruction. Inferences about condition, configuration, age or remaining life are not direct observations. Information gaps and material assumptions affect the confidence and permitted use of the findings.
Inspection-supported assessment: the instruction identifies the inspection purpose, areas and systems to be considered, access arrangements and any testing. Unless expressly included, an inspection is visual and non-intrusive, limited to areas safely and reasonably accessible at the time. It does not involve opening up, moving fixed finishes or heavy contents, destructive investigation, specialist testing or operating plant. Concealed defects and inaccessible areas may remain unassessed.
You are responsible for arranging authorised access and telling us about known hazards or access restrictions. We may decline unsafe access and record the limitation. A site visit improves the evidence available; it does not guarantee that every defect or future failure will be identified.
4. Purpose and service boundaries
The Capital Strategy supports the decisions described in the instruction. It is not a warranty of building condition, safety, compliance, future expenditure or investment performance. A desktop strategy is not represented as an inspection report. A limited inspection is not represented as an exhaustive technical investigation.
Unless expressly included in a separately agreed scope and undertaken by appropriately qualified and, where required, registered practitioners, our services do not include:
- Statutory building certification, approval, compliance auditing or a certificate that premises are safe to occupy.
- Structural or building-services engineering design, specialist testing, fire engineering, hazardous-material surveys or other specialist certification.
- Detailed design, measured bills of quantities, tender documentation, contract administration, project management or supervision of works.
- Formal property valuation, legal or tax advice, or regulated financial product advice.
We may identify potential compliance concerns or explore a proposed use without confirming that it is lawful, approved, technically feasible or commercially viable. Specific approval, design and feasibility work may be necessary. Potentially urgent matters should be referred promptly to the appropriate professional or emergency service; the portal is not an emergency monitoring service.
5. Costs, timing and uncertainty
Capital allowances are planning estimates based on the stated information, assumptions, cost date and location. The strategy or instruction identifies the relevant currency and treatment of tax, escalation, contingency and other material inclusions or exclusions. Allowances are not contractor offers, fixed prices or guarantees of procurement outcomes.
Quantities, rates, intervention dates and useful lives may be estimated or inferred. Market conditions, access, design, procurement, hidden conditions and the scope ultimately selected can materially change expenditure. Before committing to works, obtain the design, investigation and pricing appropriate to that decision.
Scenarios illustrate the consequences of stated assumptions. Confidence grades and MR Index scores assist interpretation and comparison; they are not certifications, credit ratings or substitutes for reading the underlying findings. The assessment speaks as at its stated date. New evidence, a changed objective or a different intended use may require a revised instruction or strategy.
6. AI, professional review and portal assistance
AI is a material part of the MR methodology. It can assist with research, document interpretation, building-system identification, evidence comparison, proposed interventions, cost inputs, timing, narrative drafting and interactive questions. The platform performs the register calculations and MR Index scoring separately from the language model. Accurate arithmetic does not itself establish that the underlying assumptions or inputs are correct.
A Capital Strategy issued as our professional advice is reviewed and approved by the responsible surveyor. Interactive AI responses and automatically generated working reports are different: they may not have been individually reviewed or adopted as professional advice. Ask us to review material conclusions before relying on those outputs for an asset decision. Their availability does not change the agreed instruction or constitute approval of a new recommendation by your adviser.
AI can produce inaccurate, incomplete, biased or unsupported statements. Sources, apparent citations and confident language are not guarantees of accuracy. We remain responsible for the professional services we agree to provide; using AI does not remove the reasonable-care-and-skill commitment in these terms.
Before private or confidential material is submitted to an AI service for your instruction, we will explain the proposed processing and obtain the necessary express written permissions. You must have authority to provide the material and to authorise its proposed use. Tell us about third-party confidentiality obligations or data restrictions before sharing it. Do not upload material you are not entitled to disclose.
AI processing is integral to an engine-generated Capital Strategy, so a wholly AI-free version of that product is not offered. If you object to particular processing, contact us before supplying the material so we can consider whether a different evidence basis or scope is possible. We will agree any consequences for scope, fees or continuation; consent does not extend automatically to materially different purposes or processing.
You can ask for a written explanation of the systems used, their limitations, the basis for using their outputs and relevant safeguards, or contest AI use through our contact form. Complaints and requests for correction follow section 12. Relevant professional indemnity arrangements, including the extent of cover for AI-assisted work where available, will be confirmed as part of the instruction. This website does not itself confirm insurance cover for a particular service.
7. Client information and cooperation
Please provide the objectives, deadlines, records and known issues relevant to the instruction, identify material that may be incomplete or out of date, and tell us promptly when circumstances change. We ordinarily rely on supplied records without independently verifying every statement, unless verification is within scope. This does not remove our responsibility to exercise reasonable care in considering information and apparent inconsistencies.
If missing or conflicting information prevents useful progress, we will explain the issue and agree the next step. Additional investigation, delayed access or a changed brief may affect fees and timing; material changes require agreement. Responsibility for implementing works, obtaining approvals and appointing contractors remains with you unless we expressly undertake that role.
8. Continuing advice and additional instructions
An ongoing arrangement can cover an agreed programme of advice, meetings, strategy refreshes or portfolio reviews. Its scope, fee, review frequency, availability and termination arrangements are recorded at the outset. Requests within that standing authority can proceed without a new instruction. Work outside it requires an additional instruction or an agreed variation.
Continuing access to a strategy does not mean its assumptions are continually monitored or updated. Unless expressly agreed, we do not monitor the asset, market, legislation or client decisions between reviews. We will make clear which version is being issued and the information date on which it is based.
9. Fees, payment and ending an instruction
The instruction states the fee or calculation basis, payment stages, due dates, expenses and any applicable GST. GST is charged only where legally applicable and identified in the agreed price. Payment may be collected by invoice or an approved payment processor. Additional work is not charged merely because the engine can produce it; it must fall within the agreed authority.
Either party may request to end an instruction in writing, subject to any agreed notice period. You pay for work properly performed and reasonable, previously authorised non-cancellable commitments incurred up to termination. Any advance payment exceeding those amounts is returned. Statutory remedies for deficient services remain available where applicable.
We may suspend work for an overdue undisputed payment, unsafe conditions, missing essential information or a legal or professional impediment. Where practicable, we will explain the reason and allow a reasonable opportunity to resolve it. We will agree or explain the implications for delivery dates, access and the handover of completed work. Circumstances outside either party’s reasonable control may require revised timing or an agreed end to the affected work.
10. Reliance, intellectual property and portal access
Our professional deliverables are prepared for the named client and agreed purpose. You may share them with your board, employees and professional advisers for that purpose, subject to confidentiality and any stated restrictions. Sharing does not itself give another person a right to rely on our advice. Reliance by a purchaser, lender, investor or other third party requires our written agreement and may involve additional work, conditions and a fee.
You retain rights in material you supply and authorise its use to perform the instruction. We retain rights in our platform, methodology, software, templates and original work, subject to third-party rights. Once the applicable fees are paid, you have a continuing, non-exclusive licence to use the issued deliverables for the agreed purpose and permitted sharing. This does not permit resale of the platform or extraction of proprietary software or methodology. Do not alter an issued document in a way that misrepresents our advice.
The instruction specifies the period and basis of portal access. Temporary outages may occur. If access is to end, we will give reasonable notice where practicable and an opportunity to obtain permitted copies of issued deliverables, subject to lawful security or access restrictions. Ending portal access does not erase our professional record-retention responsibilities or revoke the agreed licence to paid-for deliverables.
11. Responsibility and liability
Nothing in these terms excludes or restricts a right, guarantee, remedy or liability that cannot lawfully be excluded or restricted, including under Australian Consumer Law. The agreed scope and purpose define the service undertaken; they do not excuse a failure to exercise the reasonable care and skill required for that service.
Any proposed contractual liability cap or additional allocation of risk will be expressly set out in the instruction for agreement before the work begins, subject to applicable law. An insurance limit is not, by itself, a contractual liability cap.
We do not guarantee a particular commercial outcome or the performance of a contractor or specialist appointed independently by you. Liability for loss, including any contribution by the client or others, is determined under the agreement and applicable law. Please notify us promptly of a concern and take reasonable steps to avoid preventable loss.
12. Questions, corrections and complaints
Please raise concerns, including AI-related concerns, through our contact form, identifying the asset, instruction and outcome sought. We aim to acknowledge complaints within five business days and provide a substantive response within twenty business days. If more time is needed, we will explain why and provide an update date.
We will consider the relevant evidence, explain our conclusion and identify any correction or other proposed remedy. If the matter remains unresolved, we will explain available escalation or dispute-resolution options applicable to the engagement. Any agreed independent dispute-resolution provider will be identified in the instruction or complaints procedure; referral to a particular RICS service is not assumed. This process does not prevent either party seeking urgent relief or exercising statutory rights.
13. Changes and governing law
We may publish revised terms for future agreements. Posting a new version does not retrospectively change an existing instruction. Material changes to an ongoing agreement will be explained and agreed where required. An agreed scope variation takes effect when accepted by authorised representatives of both parties.
Unless a different governing law is expressly agreed, the agreement is governed by the laws of Victoria, Australia, and the parties submit to its courts, subject to any mandatory rights or jurisdictional rules. If a provision cannot be enforced, the remaining provisions continue so far as legally possible. Neither party may transfer its contractual obligations to a different provider or client without the other party’s written agreement, except as permitted by law.
Stage terms
Version ST-2026-10. Each stage adds a short set of terms to the Client terms above, accepted only when you enter that stage. Where a stage term is more specific, it applies to that stage. Each acceptance records the versions, the building, the fee and how it was set, the person, their organisation and the time.
Discover
What you receive. A ten-year Capital Strategy and register for one building, prepared from public evidence and reviewed by Steven before you see it, with the questions he would be asking flagged; a conversation of up to 45 minutes; and private access to the building in the portal.
Fee. None. No later stage is required, and accepting Discover creates no obligation to buy anything.
What it rests on. Public evidence only: records, imagery and listings available to anyone. Discover does not take or review your own documents; your records are first brought in at Define. Concealed conditions are not verified. Allowances are planning estimates, not quotations.
How you may use it. For information and discussion only. Nobody, including you, may rely on Discover for any decision, such as buying, selling, lending, budgeting or committing to works, and no reliance letter is offered for it.
Not included. Your own records or documents, inspection, specialist input, certification, design and pricing.
How long it stays open. While the relationship is active. We may close a Discover account inactive for 12 months, with notice; you keep anything already downloaded.
Define
What you receive. Your intentions captured in a short brief; your records folded in and the register’s assumptions tested against them; up to three options compared over your horizon; one agreed direction with the investigations that should come first and a decision calendar tied to your budget cycle; two working sessions of up to 60 minutes and questions on any row throughout; and a reviewed Capital Strategy issued as the Define version, with a closing note.
Fee. A fixed fee set by the building: its size, the number of systems in its register, how much is still uncertain, how many decisions are pressing, and whether it is heritage, mixed use or more than one building. It does not depend on the capital estimates, is shown before you agree and does not change once agreed. GST is added where it applies.
Payment. Due on agreement, by card or on invoice within 14 days. The work starts when you agree.
Your part. Share the records you hold through the portal within 20 business days, name one person who can make decisions, and take part in the two sessions.
Timing. We aim to issue the Define strategy within six weeks of receiving your records. Time we wait on records or decisions extends this.
Not included. Inspections and specialist advice, which are quoted and agreed before they are commissioned; valuation, legal, planning or tax advice; design, procurement and managing works. A different objective after the direction is agreed is a new piece of work.
Ending early. Either of us may end Define in writing. You pay for the work done to that point and any balance is refunded (section 9).
Reliance. The Define strategy is for your decisions about the building. Anyone else relying on it needs a reliance letter (section 10).
When it is complete. On issue of the Define strategy and closing note. Deliver becomes available; there is no obligation to take it.
Deliver
What you receive. An annual register review timed before your budget cycle, with the strategy re-issued; advice at decision moments such as budget season, a quote to test, a lease event, an acquisition or a failure, answered within two business days; records and quotes you add reflected at the next review, or sooner when a decision depends on them; and every decision kept on its row with the advice behind it.
Fee. A yearly fee per building, set by its band from the building’s size and character, not from the capital estimates. Fixed for the year and adjusted by CPI at each anniversary. Portfolios receive a lower rate per building. GST is added where it applies.
Payment. Annually or quarterly in advance, by card or on invoice.
Term and renewal. Twelve months, renewing for a further twelve unless either of us gives 30 days’ notice before the anniversary. We remind you 30 days before each renewal.
Fair use. Decision moments are covered as a building of its kind reasonably needs. If a year needs much more, we discuss it with you before any additional charge.
Not included. Property or facilities management, monitoring between contacts, emergency response, works delivery, procurement and certification. Inspections and specialist advice are quoted and agreed separately. A new building or a major change of scope is agreed as a change to the fee.
Ending. Either of us may end Deliver with 30 days’ notice. Prepaid fees for whole periods after the end date are refunded. Your access to the portal then follows section 10, and you keep everything already issued.
Website and portal use
These provisions concern access to the website and portal. They do not expand a professional instruction or replace the client terms above.
14. Public information and research
Website articles, Insights, examples and sample strategies provide general information. They may reflect a particular date, jurisdiction or set of assumptions. They are not an assessment of your asset or an instruction to advise you. Contact us to discuss advice for your circumstances. We may correct or update public material as new information becomes available.
15. Accounts and acceptable use
Use only accounts and information you are authorised to access. Keep credentials secure and tell us promptly about suspected unauthorised access. Do not interfere with the service, attempt to bypass access controls, upload malicious material, infringe another person’s rights or use automated extraction tools without permission. Account users must respect the confidentiality and permitted use of client material.
We may restrict access reasonably necessary to address misuse, security concerns or legal requirements. Where practicable, we will give reasons and an opportunity to resolve the issue. Restrictions affecting a commissioned service remain subject to the agreement, applicable rights and appropriate arrangements for issued deliverables.
16. Privacy, links and availability
Our Privacy & Cookie Policy explains information handling and cookie choices. Third-party links are provided for reference; their content and policies are controlled by those providers. We take reasonable steps to maintain the service but cannot promise uninterrupted access or compatibility with every device. Website use does not waive any non-excludable rights.
For questions about these terms or a proposed instruction, contact Moyne Ross.