Service Terms and Conditions
Please read through our Service Terms and Conditions
Terms & Conditions
Service Terms & Conditions (as at 01 January 2016)
The terms and conditions stated in this document apply to all Kreativworx Pty Ltd Clients unless agreed in writing to the contrary. No other contract terms and conditions shall apply unless specifically agreed in writing between Kreativworx Pty Ltd and the Client.
In the event of any ambiguity between these terms and conditions and any terms agreed in writing between Kreativworx Pty Ltd and the Client then the terms and conditions hereunder will apply.
We will publish the revised Terms and Conditions on our website – we will not separately notify you of these changes.
TABLE OF CONTENTS
- INVOICING & PAYMENT TERMS
- PROJECT TERMS
- ONGOING MAINTENANCE AND SUPPORT
- TERMINATION OF SERVICE
- 3RD PARTY SERVICES
- WEBSITE DEVELOPMENT AND DESIGN TERMS AND CONDITIONS
- SEO TERMS AND CONDITIONS
- EMAIL MARKETING TERMS AND CONDITIONS
- CONTENT MARKETING TERMS AND CONDITIONS
- HOSTING TERMS AND CONDITIONS
- GENERAL SERVICE DISCLAIMERS
- WHAT CAN BE EXPECTED OF US
- WHAT WE EXPECT OF OUR CLIENTS
- IMPROVING OUR SERVICES
1.1 Kreativworx Pty Ltd may provide Clients with initial proposals, otherwise referred to as quotations, for projects on request. The final project value may vary from the initial quotation if additions are requested to the original scope of work.
1.2 Kreativworx Pty Ltd will provide proposals in writing by email to Clients, which will include a hyperlink to these Terms and Conditions. Acceptance by a Client of a Kreativworx Pty Ltd estimate is subject to acceptance of the terms and conditions unless specifically agreed in writing between the Client and Kreativworx Pty Ltd to the contrary.
2. INVOICING & PAYMENT TERMS
2.1 Kreativworx Pty Ltd standard payment terms are 7 days from the date of invoice.
2.2 New projects require a 70% upfront payment for the commencement of a project, and a final payment 30% before the project is made live.
2.3 Monthly or retainer invoices will be invoiced by the 25th of the month and needs to be paid within seven business days thereafter. Late payment will result in interest being charged to the account and a suspension of retainer services.
2.4 In the event that website development cost has been broken up into a payment plan, Kreativworx Pty Ltd will remain the owners of the website until the design and development work has been paid in full as per the initial quotation.
2.5 Kreativworx Pty Ltd reserves the right to increase their pricing in line with the official annual inflation rate each year, which is obtained from Statistic South Africa’s latest available Consumer Price Index (CPI) Headline Report.
3. PROJECT TERMS
3.1 Unless expressly agreed in writing to the contrary Kreativworx Pty Ltd will not accept liability to the Client for unforeseen delays in completing a project.
3.2 In the event that there is a delay in the completion of a project, Kreativworx Pty Ltd will communicate such delays to the Client in writing via email.
3.3 All content for website or online marketing projects needs to be provided by the client within 2 weeks of a deposit being paid to, the project will not commence unless this is received sufficiently and completely.
3.4 All Graphic design content needs to be provided within 1 week of a deposit being paid, the project will not commence unless this is received sufficiently and completely.
3.5 The client is required to provide Kreativworx Pty Ltd with all the content required for a project within the period detailed above. Should the client delay issuing Kreativworx Pty Ltd with the content required for the project, Kreativworx Pty Ltd reserves the right to renegotiate the cost of the project as well as the expected completion date. In such instances, Kreativworx Pty Ltd will request any outstanding payments to be settled before the continuation of the project.
4. ONGOING MAINTENANCE AND SUPPORT
4.1 Amendments or alternatives for newly built websites need to be identified within a 14 day period after going live. If changes are requested after this period and the client is not on a Maintenance agreement then an additional quotation will be issued to commence these changes.
4.2 Kreativworx Pty Ltd cannot future proof its services or products. Once a client has signed off on a project the responsibility to maintain and update plugins and Themes used on the website becomes the client’s responsibility unless a maintenance agreement has been signed with Kreativworx Pty Ltd which covers such incidents.
4.3 These maintenance agreements do not include ongoing monitoring of the website, as such any and all issues need to be noted by the client and reported to their Kreativworx Pty Ltd’s account manager.
4.4 The maintenance agreement does not include resolving errors or insufficiencies related to plugins or themes used on a website built by Kreativworx Pty Ltd . Once they are noted by the client and reported to Kreativworx Pty Ltd, the client will be issued with a formal quote for the work needed to resolve these.
4.5 Similarly, hosting and website insufficiencies remain the responsibility of the hosting provider and are not included in the maintenance agreement.
4.6 A Kreativworx Pty Ltd account manager can be present to consult at meetings with third party service providers if required, however, such meetings are to be arranged in advance and unless otherwise agreed, such consultations will be limited to one meeting per month of a maximum duration of 1 hour.
5. TERMINATION OF SERVICE
5.1 Kreativworx Pty Ltd reserves the right to cancel any products or services provided that the client is issued with a cancellation request in writing, at least 1 calendar month in advance.
5.2 In the event of such a cancellation, Kreativworx Pty Ltd reserves the right to (1) remove equipment, software, services or resources owned by the Company; and/or (2) bring legal action against the Client for contractual breach; and/or (3) remove any created websites, graphics, content, links, advertising and accounts before the completion of the aforementioned cancellation period.
6. 3RD PARTY SERVICES
6.1 Kreativworx Pty Ltd may from time to time determine the need to recommend to the Client certain third party services, such as those offered by Google,
to enhance the performance of their websites. Kreativworx Pty Ltd may include any relevant third party service fees in quotations submitted to the Client. Kreativworx Pty Ltd will not be liable for any interruption, insufficiencies, or cancellation of the aforementioned third party services .
7. WEBSITE DEVELOPMENT AND DESIGN TERMS AND CONDITIONS
7.1 All relevant content for website projects are to be provided by the client within 2 weeks after payment of a deposit. Should there be a delay in receiving said content, Kreativworx Pty Ltd reserves the right to renegotiate the cost of the project and to set a new expected completion date for the project. In such instances, Kreativworx Pty Ltd will require all outstanding payments to be settled before the continuation of the project. If for any reason Kreativworx receives no feedback or correspondence from a client after 6 months of project commencement, the project will be marked as completed, and all assets, documents, or links will be archived. Any fees paid up to that point will be non-refundable. If the client then requests recommencement of the project, it will be managed and facilitated as a new project and all fees will be quoted accordingly. The Client will be billed the full payment, which is required before any work commences. Signing of a new Terms & Conditions contract will be required before project commencement.
7.2 CMS websites require updates to plugins and themes. If the client has not opted for monthly maintenance, such updates and the cost thereof, remain the responsibility of the client. However, plugins and themes may be quoted separately if required.
7.3 Additional pages, images and revisions on projects above the scope of work agreed above will attract additional charges.
7.4 All eCommerce websites will come with Flat Rate shipping. It is the client’s responsibility to negotiate shipping costs with his/her preferred supplier and to provide Kreativworx Pty Ltd with specified flat rates. Alternative Shipping Plugin purchase and configuration fall out of the scope of work, unless specifically quoted for.
7.5 All e-commerce websites will have Payfast and EFT payment as the default payment options. It remains the responsibility of the client to sign up with Payfast and to provide us with their login details.
7.6 The client agrees that all content provided by the client including articles, website wording, graphics and videos are owned by the client and free of any copyright infringement.
7.7 Landing pages, unless otherwise stated, are created using a specific Landing page platform. If you want a copy of this page we can provide it, but it will only be reactivated using a version of the same platform, as the code is customized for use on this platform.
7.8 Viruses & Outdated Websites, Kreativworx Pty Ltd makes every effort to take security precautions on our Clients websites, this includes the relevant security plugins which keeps its servers secure, wherever possible. However we cannot guarantee the prevention of hacks, viruses or unexpected data deletion and cannot be held liable for any such damages as a result.
7.9 Kreativworx Pty Ltd cannot be responsible for any websites that have stopped working or have become faulty over time due to the website becoming “outdated”. Outdated websites can be affected due to many aspects, such as new browser software, outdated web code, etc. Kreativworx Pty Ltd cannot be expected to keep your website updated in every aspect without being compensated to do so. In this situation the Client may opt to have their website redeveloped or select one of our subscription based website packages where Kreativworx Pty Ltd is responsible for updating this on your website at all times.
8. SEO TERMS AND CONDITION
8.1 Kreativworx Pty Ltd accepts no responsibility or liability to the Client for the actual rankings achieved or how such rankings may vary over time. Search engines are known to change their algorithms and in doing rankings and traffic may fluctuate.
9. EMAIL MARKETING TERMS AND CONDITIONS
9.1 Kreativworx Pty Ltd will set up a Client’s email with email service providers and charge a fixed amount for doing this.
9.2 Payment of Monthly charges based on subscribers will remain the responsibility of the client.
9.3 Kreativworx Pty Ltd will not be liable for any purchased, rented, or third-party lists of email addresses that were/are purchased/provided by the client for newsletter or emailing distribution.
9.4 Kreativworx Pty Ltd will not be held liable for any penalties placed upon the client by the email service provider as a result of purchased, rented, or third-party lists of email addresses or spam content used in newsletters.
10. CONTENT MARKETING TERMS AND CONDITIONS
10.1 The Client’s account manager will post content based on the client’s: Target Market, Products, Industry, but occasionally content might be relevant to General Internet Trends or Holidays. The Client is responsible for setting content guidelines with the Account Manager, these guidelines can be in the form of a list of approved: websites, newsletters, rss feeds where the Account Manager can derive content from.
10.2 The Account Manager cannot take responsibility for the sharing of, nor comments made in response to content posted on the page, as this is the nature of social media interactions. An Escalation process will be followed with feedback on the social media sites, but in no way will any actions taken in response to these contradict the objective of company transparency.
10.3 Unless otherwise agreed the content for newsletters will be provided by the client, although the account manager may give some suggestions for content going forward.
10.4 The client agrees that all content provided by the client including articles, website wording, graphics and videos are owned by the client and free of any copyright infringement.
11. HOSTING TERMS AND CONDITIONS
11.1 Kreativworx Pty Ltd will invoice for hosting on a monthly and domain renewals on an annual basis. This is only applicable for websites hosted and maintained by Kreativworx Pty Ltd.
11.2 Kreativworx Pty Ltd will use their best endeavors to rectify the cause of any disruption in the hosting service of a Client’s website(s) and to minimize the duration of any such instances. This is only applicable for websites hosted and maintained by Kreativworx Pty Ltd.
11.3 Kreativworx Pty Ltd will not be liable to the Client for any compensation in respect of any downtime that may occur with the hosting of their website(s).
11.4 Only If website maintenance is selected and paid for on a monthly basis,will Kreativworx Pty Ltd keep a backup of all Client website files.
11.5 In the event that a Client wishes to move their website to another web server supported by another party, then Kreativworx Pty Ltd will cooperate fully, subject to all outstanding amounts being paid up in full, in some instances a transfer fee will be applicable.
11.6 Kreativworx Pty Ltd will troubleshoot any problems reported by the Client with their email. If the problem is due to an omission by Kreativworx Pty Ltd then no charge will be made to the Client. If the problem is not due to an omission by Kreativworx Pty Ltd then the Client will be charged.
11.7 Login details and passwords need to be kept confidential and secure. Kreativworx Pty Ltd will not be held accountable for email account/website hacks. We do not keep passwords on record and will subject any password request to security measures deemed sufficient to legitimize the request.
12. GENERAL SERVICE DISCLAIMERS
The Client acknowledges the following with respect to services:
12.1 Kreativworx Pty Ltd accepts no responsibility for policies of Google, third-party search engines, directories or other websites (“Third-Party Resources”) that the Client may submit to with respect to the classification or type of content it accepts, whether now or in the future. The Client’s web site or content may be excluded or banned from any Third-Party Resource at any time and the Client agrees not to hold Kreativworx Pty Ltd responsible for any liability or actions taken by Third-Party Resources under this Agreement.
12.2 The Client furthermore acknowledges that the nature of many of the resources the Kreativworx Pty Ltd may employ under this Agreement are competitive, therefore Kreativworx Pty Ltd does not guarantee top rankings, consistent positioning or specific performance of any strategies employed and the Client accepts that the Kreativworx Pty Ltd past performance is not indicative of any future results the Client may experience.
12.3 The Client recognizes that SEO and submissions to search engines and directories can take an indefinite amount of time for acceptance or inclusion and that internet advertising may be subject to the individual advertising network’s policies and procedures.
12.4 The Client accepts that Google Adwords, search engines, directories or other resources may block, prevent or otherwise stop accepting submissions for an indefinite period of time.
12.5 The Client acknowledges that search engines may drop listings from its database for no apparent or predictable reason. The Company shall re-submit resources to the search engine based on the current policies of the search engine in question.
12.6 Kreativworx Pty Ltd will endeavor to make every effort to keep the Client informed of any changes that Kreativworx Pty Ltd is made aware of that impact any of the campaigns and strategies and the execution thereof under this Agreement. The Client also acknowledges that Kreativworx Pty Ltd may not become aware of changes to third-party resources, industry changes or any other changes that may or may not affect campaigns or services.
12.7 Kreativworx Pty Ltd, for the duration of this agreement, may develop design strategies and codes, which, in Kreativworx Pty Ltd’s opinion, improve the Client’s website. Kreativworx Pty Ltd and the Client will review these suggestions together and once mutual agreement is reached activate these changes. If the Client decides to make any material changes to the website, the Client will consult with Kreativworx Pty Ltd prior to implementing these changes, to make sure that they do not conflict with Kreativworx Pty Ltd marketing strategy.
12.8 Third-Party Resources, particularly Facebook, change their layout and can very often affect any business page installations and applications. The Company will not be held liable for these changes and, should work need to be done to rectify, then a new “quote” would need to be drawn up.
12.9 Kreativworx Pty Ltd and its subcontractors retain the right to display all designs as examples of their work in their respective portfolios.
13.1 The source code of all website web pages remains the intellectual property of Kreativworx Pty Ltd until such time as payment is made in full by the client and may not be copied and used by any other party without the consent of Kreativworx Pty Ltd.
13.2 All scripts, CSS and include files used within Client websites, remains the intellectual property of Kreativworx Pty Ltd until such time as payment is made in full by the client and may not be copied and used by any other party without the written consent of Kreativworx Pty Ltd.
13.3 The stored procedures, functions and triggers programmed into SQL Databases remain the intellectual property of Kreativworx Pty Ltd until such time as payment is made in full by the client and and may not be copied and used by any other party without the consent of Kreativworx Pty Ltd.
13.4 All Client logo images, images unique to the Client, i.e. of their premises, workforce and their business, plus all written copy, belong to the Client and are covered under their copyright. Kreativworx Pty Ltd will not reuse Client written content or images without the express permission of the Client.
13.5 Kreativworx Pty Ltd will not be liable for any copyright infringements committed by the Client with regards to content provided for marketing materials. The Client hereby agrees that all content submitted to Kreativworx Pty Ltd is original content and not copied off other websites as copying content of other online assets will directly impact Kreativworx Pty Ltd ability to run an effective marketing strategy for the Client.
13.6 The Client and the Company acknowledge and agree that the Specifications and all other documents and information related to the development of the Kreativworx Pty Ltd Campaign (the “Confidential Information”) will constitute valuable trade secrets of the Company. The Client shall keep the Confidential Information in confidence and shall not, at any time during or after the term of this Agreement, without the Company’s prior written consent, disclose or otherwise make available to anyone, either directly or indirectly, all or any part of the Confidential Information.
14.1 In the event that the Client does not pay an invoice within the time frame allocated in the invoice, then Kreativworx Pty Ltd has the right to suspend all further works for that Client until such time as payment is made in full.
14.2 In the event that the Client does not pay a hosting subscription invoice within 30 days of the due date, i.e. 44 days after the invoice date, then Kreativworx Pty Ltd reserve the right to turn off any website hosting until such time as the invoice is paid in full.
14.3 In the event that the Client becomes insolvent or goes into liquidation Kreativworx Pty Ltd have the right to immediately terminate their contract with the Client and invoice for the full value of project works carried out to that date, plus suspend any email or hosting services.
14.4 In the event that a Client delays the progress of a project with Kreativworx Pty Ltd then Kreativworx Pty Ltd will be entitled to give 14 days written notice to the Client. If the Client does not satisfactorily remedy the cause(s) of the delay, within the 14 day notice period, then Kreativworx Pty Ltd will have the right to terminate the service. Kreativworx Pty Ltd will invoice the Client for the full value of works carried out to-date.
14.5 In the event the Client fails to make any of the payments referenced in deadline set forth, Kreativworx Pty Ltd has the right, but is not obliged, to pursue any or all of the following remedies: (1) terminate the Agreement, (2) remove equipment, software, services or resources owned by the Company or (3) bring legal action.
15. WHAT CAN BE EXPECTED OF US
15.1 We aim to achieve the highest level of client satisfaction and for our clients to have absolute faith in our standard of work and the professional manner in which we conduct business.
We will: be friendly, courteous and helpful when contacted make every effort to explain things clearly and in terms you can understand, keeping jargon to a minimum agree with you the type of service you can expect to receive to respond to your phone calls, emails and letters in a timely manner treat all clients fairly confidentiality.
16. WHAT WE EXPECT OF OUR CLIENTS
16.1 We expect you to:
provide any information that has been requested within agreed timescales pay all invoices within the payment terms defined in our agreement let us know in advance if you are unable to do this, or if your circumstances change
17. IMPROVING OUR SERVICES
17.1 We are keen to improve our high level of Client service and welcome any comments that you have, either complimentary or critical. If a project has not met its targets we would appreciate your feedback about what we can do to avoid the situation in future. We want our clients to be 100% happy with the service they receive.