Service Terms

An engagement starts in three steps.

A quote is valid for the period stated on it. After that it lapses, and the work is re-quoted at current scope and rates.

Nothing said before the quote forms part of the agreement. Proposals, emails, calls and marketing material are not contractual. The quote and these terms are.

The version named on your quote governs your engagement for its whole duration. We do not change the terms you bought under.

Every version stays published at its own permanent address. This one is version 2026-08. Because each version has its own address, we never need to send you a notice about a change that does not affect you.

Included: every item listed on your quote, and nothing else. The quote is the definition of scope.

Where a quote line describes an outcome rather than a list of tasks, the outcome as described is what we deliver.

Scope changes are handled by a new quote, accepted the same way.

If you want something added, changed or removed, tell us. We send a quote for the change, showing the extra cost and any effect on the timeline. Work on the change starts once you accept it. The original engagement continues unchanged in the meantime.

We do not absorb scope changes silently, and we do not start unquoted work. This protects both sides. You are never billed for something you did not approve, and we are never asked to build something nobody priced.

Your quote states how many revision rounds are included. Two rounds per design milestone is our default.

You have 5 business days to review each milestone we submit. If we do not hear from you within that window, that milestone is treated as accepted and we move on. This keeps projects from stalling indefinitely, which is the most common reason web projects die.

Please send feedback consolidated, in one message per round, rather than in pieces. Revisions beyond the included rounds are quoted as a change under section 4.

Your quote states the total price, the deposit due before work starts, and how the balance is split. Larger projects may be split across three payments rather than two.

Some work is quoted payable in full before it starts. That basis applies where we work on a website, store or system you already own and control, rather than on something we build in our own environment. Your quote says which basis applies.

We need these from you, and delays here move the timeline:

You are responsible for the content you supply. If material you give us infringes someone else's rights, that is your risk, not ours.

Timelines on a quote are estimates made in good faith, based on you supplying what section 7 lists, on schedule.

We do not guarantee a completion date unless the quote expressly states a guaranteed date. Delays caused by outstanding content, slow feedback, third-party providers, or scope changes move the end date by at least the length of the delay.

Two things do not transfer, because they are not ours to give:

• Third-party components - open-source libraries, fonts, stock images, themes and plugins - which stay under their own licences.
• Our own tools and know-how - the techniques, structures, code patterns and solutions we use to build, including ones we work out while solving your problem. We stay free to use those methods again for other clients. What we do not reuse is your distinctive design, your branding or your content, which are yours alone. Where any of our own material is embedded in your deliverables, you get a permanent, unlimited licence to keep using it as part of your site.

At handover you hold everything you need. The accounts, the credentials, the intellectual property and the files. We retain no credential or access that would prevent you, or another provider, taking the property forward.

After handover we may keep a copy of the work - source files, project files, and the engagement record - for our archive, our internal reference, and our portfolio. We do not keep your credentials, and we do not keep personal information belonging to your customers.

Keeping a copy does not affect your ownership. The copyright is yours. You grant us a permanent, non-exclusive licence to hold that copy and to use it for those three purposes, and no others.

We warrant the work against defects for 30 days from handover. A defect means the deliverable does not do what the quote said it would. Within that window we fix defects at no charge. Report them in writing.

Site rescues carry their own re-infection warranty where we implemented hardening. Your quote says so where that warranty applies.

Recurring services are billed monthly, in advance, and run month to month.

On termination we hand over your accounts and assets within 10 business days.

We process personal information on your behalf when we build, host or maintain your property. This section is our written operator agreement with you under section 21 of the Protection of Personal Information Act, 2013 - POPIA, South Africa's data protection law.

You remain the responsible party for personal information held on your own property, including your customers' data. How we handle your information as our client is covered by our privacy policy.

Each side keeps the other's confidential information confidential, and uses it only for the engagement. The obligation continues after the engagement ends. It does not cover information that is already public, that either of us already held, or that the law requires us to disclose.

Where a service level is missed on a plan that carries service credits, the credit stated on that plan is the only remedy.

Our total liability for any engagement is limited to the fees you have paid us for that engagement. Where the claim relates to a recurring service, our liability is limited to the fees paid for that service over the three months before the claim.

We are not liable for indirect losses: lost profit, lost revenue, lost data, lost business opportunity, or reputational harm.

Neither of us is liable for failures caused by events outside our reasonable control, including third-party provider outages, network failures, load shedding, and natural events.

Nothing in this section limits liability for fraud, for deliberate misconduct, for death or personal injury, or for anything South African law does not permit us to limit.

You may cancel a project at any time, in writing. You pay for work completed and work in progress to that date, and for any third-party costs already committed. Deposits cover work already scheduled, but any amount not yet earned is credited or refunded.

We may end an engagement where an invoice stays unpaid after we have asked for it, where we cannot get the access or content we need to continue after asking twice in writing, or where the conduct of the engagement becomes abusive.

Either way, we hand over what has been paid for, and the terms about ownership, confidentiality and liability survive.

If you are a natural person, a sole proprietor, or a smaller business protected by the Consumer Protection Act, 2008, nothing in these terms takes away rights the Act gives you and that cannot be signed away.

That includes your right to fair and reasonable terms, to services performed with reasonable skill, and to the Act's cooling-off provisions where they apply. Where anything here conflicts with those rights, those rights win.

South African law governs these terms.

If something goes wrong, tell us first. Most disputes are a misunderstanding about scope, and we would rather fix it than argue about it. If we cannot resolve it between us within 30 days, either side may refer it to mediation before going to court.

Nothing stops you approaching the Consumer Goods and Services Ombud or the National Consumer Commission where they have jurisdiction. The courts of South Africa have jurisdiction.