The fine print,
in plain sight.
How we run projects, what's included, and the terms that protect both sides. Governed by South African law.
Workflow
- Support runs through a single dedicated email address.
- We never edit production directly — all work happens on a staging environment.
- We back up immediately before every deployment.
- Backups are retained for 30 days.
- Standard deployment SLA is 24–48 hours; critical outages receive immediate attention.
Service levels (SLA)
- Website offline: 2–4 business hours.
- Urgent functionality issues: within 8 business hours.
- Standard edits: 24–48 business hours.
Maintenance hours
Use it or lose it. Monthly maintenance hours expire at the end of each calendar month and do not roll over.
Out-of-scope work
Additional work outside your plan requires client approval and is billed at R450–R650/hour in 15-minute increments. This includes new pages, booking systems, ecommerce, SEO campaigns, copywriting, extra graphic design, integrations and custom development.
Emergency work
After-hours, weekend and public-holiday work may be billed at up to 100% above the standard hourly rate.
Hosting & backups
Hosting runs on a modern global edge platform (Vercel), targeting 99.9% uptime. For sites on a monthly care plan, hosting and SSL are included at no additional charge. Backups are maintained, but full recoverability cannot be absolutely guaranteed.
Client content
The client warrants ownership or licensing of all supplied content and indemnifies the agency accordingly.
Third-party services
The agency is not liable for outages or changes relating to domain registrars, hosting providers, Google, Microsoft or other third-party services.
Client delays
Projects delayed by the client for more than 30 days may be paused and rescheduled.
Payment
Invoices are due within 7 days. Services may be suspended after 14 days overdue, subject to applicable law.
Cancellation
Either party may cancel with 30 days' written notice.
Domain ownership
Domains should be registered in the client's name.
Intellectual property
Ownership transfers to the client after full payment, except for proprietary agency systems, templates and internal tools.
Limitation of liability
Agency liability is limited to the fees paid during the previous 12 months, to the extent permitted by South African law.