CleverMate Mateship Packages: Terms & Conditions
Effective 8 October 2026
These Terms & Conditions (“Terms”) govern Mateship Packages, the support membership offered by Your Smart Life Pty Ltd trading as CleverMate (ABN 50 639 133 752) (“CleverMate”, “we”, “us”) to its customers (“you”, “Member”). By purchasing a Mateship Package (Good, Better or Best), you agree to be bound by these Terms. If anything here is unclear, contact us before signing up using the details in section 8.
1. Membership tiers, pricing and billing
Mateship Packages come in three tiers. Prices below include GST and are billed either monthly or annually, at your choice, to the card or account you provide at sign-up.
Tier
Monthly
Annual
Good
$39/mo
$420/yr
Better
$69/mo
$760/yr
Best
$89/mo
$961/yr
Every Mateship Package has a minimum term of 12 months from your sign-up date, whichever billing frequency you choose. Monthly billing spreads that 12-month commitment over 12 payments; choosing monthly does not let you cancel before the 12 months are up (see section 7).
2. What’s included
Good
Better
Best
Remote support calls
4 per year
8 per year
Unlimited, subject to fair use*
Support visits (total, incl. annual service)
None included
2 per year
4 per year
The annual service visit counts as one of the included visits for Better and Best members.
*Best’s unlimited calls cover ordinary household support: troubleshooting, settings, and general how-to help with your CleverMate system. They don’t cover project work, such as planning or installing a new system or major reconfiguration, which is quoted separately. We may get in touch if a Member’s call volume looks unusual so we can understand what’s going on before any limit is applied.
3. Using your plan
Book a support call or visit by phone or email using the contact details in section 8. We’ll confirm how it draws on your plan’s inclusions before we start.
Support calls and visits reset each year on your membership anniversary and don’t roll over: an inclusion you don’t use in one year doesn’t carry into the next.
We aim to respond to support calls within one business day. On-site visits are scheduled into our standard service runs and timed around technician availability and location.
4. Remote access, footage and data
We only access your CleverMate system remotely when you've explicitly given us access for that session from your end — we don't hold standing or always-on remote access to any customer's system.
Where accessing your system, or footage or data on it, is part of resolving a support call or visit, we only access what's needed to diagnose and fix the issue. We don't download, copy or retain footage or system data as part of providing your plan, except where you've asked us to keep something to help resolve an ongoing issue, or where we're required to by law.
You can revoke remote access at any time from your end, and any session we start ends once the issue is resolved.
5. Outside your plan
Once you've used your included calls or visits for the year, or if you need something a plan doesn't cover, our standard rates apply (all prices below are exclusive of GST):
Service
Rate
Remote support
$75 (first 15 minutes)
On-site call-out
$350 (first hour)
Each additional hour on site
$140
Annual service visit
$660
On-site call-out rates can vary with how far your site is from our base, so we'll always confirm the rate for your address before booking a paid visit.
6. What's not included
Mateship Packages cover support and maintenance of your CleverMate system as installed. They don't cover:
• Cameras mounted above 2.5 metres in height. Our camera cleaning service can't reach or service cameras installed above this height.
• Consumables and replacement parts, including batteries and other items that wear out or need periodic replacement. These are charged separately at cost plus labour.
Where something falls outside your plan for one of these reasons, our standard rates in section 5 apply, and we'll confirm the cost with you before carrying out any work.
7. Term, renewal and cancellation
Every Mateship Package runs for a minimum term of 12 months from your sign-up date. After the minimum term, your plan continues automatically on the same tier and billing frequency until you cancel.
You can cancel at any time after the minimum term by giving us 30 days' written notice (email is fine). Cancelling during the minimum term is treated as early termination, and we may charge the remaining monthly payments owing for that first 12 months, or an equivalent early-termination amount.
You can switch tiers (upgrade or downgrade) at your next billing date by letting us know at least 14 days beforehand; switching doesn't restart your minimum term.
We may suspend or end your membership if a payment fails and isn't fixed within 14 days of us letting you know, or if these Terms are seriously or repeatedly broken.
8. Price changes and general terms
We may change membership or standard rate pricing from time to time. We'll give existing Members at least 30 days' notice of any price change by email before it takes effect; continuing your membership after that date means you accept the new price, and you may cancel under section 7 if you'd rather not.
These Terms are governed by the laws of Victoria, Australia. If any part of these Terms turns out to be unenforceable, the rest still applies.
Questions, cancellations or changes to your plan: contact CleverMate at support@CleverMate.com.au
