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Scope of Service and Fair Use Policy

 

Web Design Scope

Our web design service includes all of the following services:

  • Written content for your nominated pages by Pippos Technology Solutions. You can expect this to be customised for your business and will be based on the information that we receive from your completed question list. 
  • Image sourcing for the website – we will source and place relevant high quality photos on to complement your content where non are supplied.
  • Design formatting – we will create a design to match your existing logo branding (if you have one), otherwise we will suggest a design for you.
  • Contact form for your contact page, Google map, inter-page links for easy website navigation.
  • Calls to action placed optimally across your site. 
  • Responsive design to be mobile and smart device-friendly.
  • Two structured edit revision rounds.
  • Delivery of your draft website preview link within 15 business days of receiving your complete information (including all attachments).
  • Free email support during your website build and post-publication.
  • Provision of our question list which you must complete in order to initiate the website development. We will not begin drafting your site until we have received your information.
  • Recommendations and advice based on your individual circumstances and for the best outcome of your website.
  • Modifications to photos including photoshopping, resizing of photo images.

 

Additional Scope Services That We Charge For

  • Additional pages beyond the quoted pages for your package.
  • Specialised content writing on particular subject matter that is not your core business.
  • Extraction of photos from PDF, Word or marketing documents.
  • Integration with external applications e.g. EventBrite, MailChimp.
  • Graphic branding services. 

If you require services that are outside our standard scope, most of the time we can provide them at an additional charge.  If we cannot provide the service due to technical limitations, we will advise you in advance and offer workaround options. For information on our additional scope items and charges, please contact us.

 

Exclusions To Our Scope Of Service

  • SEO services including social media management, back links, blog posting, directory listings and content updates.
  • Guarantees of Google page rankings for keywords.
  • Google Adwords campaigns and consultation advice about Google Adwords campaigns.
  • eCommerce websites for more than 10 products or payment system configuration for retail platform.
  • Building a website based on a graphic design mockup – we reserve the right to not proceed with your site if we think our platform is not suitable for the specificity of your ideas. We use templates and as such, we cannot provide excessive customisation for pre-set graphic design and coding mockups
  • Advice or assistance with third party hosting.
  • Working with third party agents such as marketing and SEO consultants.
  • Mock ups of your ideas without paid commitment to your site.
  • Unique or custom mobile design formatting – this layout is optimally designed by default to be responsive and easy to navigate for mobile users.
  • Flash and animation services.
  • Software integration.
  • Customer Relationship Management Systems.
  • External database integration.
  • Multiple internal menu categorisations for hidden sub-pages.
  • Foreign languages (other than English).

 

Web Design Process

Pre-Design Phase – before we commence drafting of your site

  • All prices quoted are valid for 30 days from the date of our quote being emailed to you
  • If we do not receive your completed question list and images within 3 months of receiving your deposit, your account will be suspended. Reactivating your account will incur a $200 administration fee. If we do not receive your completed question list and images within 3 months of receiving your deposit, your account will be closed completely and all money paid will be forfeited.
  • Although we reserve the right to change the prices and scope of our or services at any time, all pricing quoted is guaranteed.

 

Design Phase – submitting your information and design preferences to us before we commence your site

  • We will only commence design once we have received your completed question list along with all your information and photos. The delivery date of 15 business days starts from the date of receipt of your complete information.
  • If you have preferences for design and layout, you must tell us before we begin drafting your website.  This helps us to select and apply a design that is closest to your preference without spending our time inefficiently trying to guess your preferences.
  • We welcome all your ideas for design preferences, these must be completed and submitted to us in the relevant sections in our question list prior to commencing work on your site.
  • If you do not provide your design preferences in the question list during the design phase, and give us design suggestions after designing your draft site, we reserve the right to charge you a re-design fee of $250 for altering your design layout and template after the time spent on your initial design.  
  • If a logo has been purchased, this will need to be signed off before the website design is commenced.

 

Editing and Review Process – you will be allowed 2 revisions of edits to your website while it is under construction. 

  • Your standard web design price includes two revisions of edits, if you exceed this, we reserve the right to charge per additional edit revision round. 
  • All edits must be submitted in a single email where possible, you may use multiple emails if you have size limitations when sending us photos.
  • Please do not bombard our email account with single edit requests as they come to your mind.  Be considered and efficient when reviewing your site and communicating any questions to our team. 
  • During the design phase of your web development, if you do not provide edits within 3 months of a draft being provided, we reserve the right to close your account and all money paid will be forfeited.
  • All deposits and fees paid are non-refundable after the client has approved a draft. Once the design work has been signed off for publication, fees are payable as they fall due.
  • The usability, functionality and/or limitations of our content management system are not reasons for not paying the balance of your website.

 

If You Do Not Like The Website We Have Created

  • If you have provided us with all of your design preferences upfront and adhered to our design phase terms and conditions, you may request a re-design. 
  • If you would like a re-design, please provide us with clear guidance on what you want changed so we can attempt a different design layout in your next version. We will not undertake a second design without your guidance so please help us by communicating your ideas with us. 
  • If you would like to request a full refund of your deposit paid, please tell us your reasons for dissatisfaction and if your request is reasonable we will ask for your bank details to process your refund.  
  • If you did not provide us with any guidance for your design preferences and our team has suggested a design for you which you do not like, you are entitled to ask us to try a new design template on your site – we are highly responsive to your feedback and will always make a genuine effort to listen to you to meet your needs.

 

If You Change Your Mind and Want a New Look After Your Suggested Guidance 

  • If you have given us your design guidance and we have applied it to your website based on your suggestions, you may change your mind and want a different design mid-way through the process.  
  • We can re-design your website, however we will charge you a re-design fee to change the look of your site for the additional time we spend. This charge is to protect our time as we are a small business who also has bills to pay.  

 

Edits Due To Change of Mind and Indecision

  • If you have edits that relate to your own change of mind or indecision within the 2-round review process, we will advise you if you exceed the limitations of our review.  We recommend that you take some time to reflect on your site in your own time and get back to us when you have certainty about what you want. 
  • In some instances we may recommend that you seek another web designer who can meet with you face to face and help you explore your ideas.  Our email-only service is not suitable for continued change of mind for design ideas.
  • We will not offer a refund of your deposit in the instance of change of mind and indecision as we have spent considerable time to listen to your feedback and preferences and the limitations do not relate to our service.
  • If we believe your requests for changes exceed our fair use policy we will notify you and may charge additional fees for our time.

 

If You Don’t Like The Content Written On Your Draft Site

  • You know your business best, so we suggest that you take our draft suggestions and modify them to suit you. 
  • Please remember that we will never know your business as well as you do, so please take over the steering wheel and give us some specific guidance on what you would like to see changed. We will not process vague requests for content without clear explanation of what you want. 
  • Please tell us clearly what you don’t like and what you would like to see that we did not provide.  If you provided incomplete content in your question list, it is up to you to fill in the gaps during the review process. 
  • We will not re-write your content in a second revision until we receive your clear guidance for changes as we do not want to keep guessing what you would like.

 

Post Publication Support

  • We are not responsible for any copy, editing or updating your website. We will not do any work on your website unless contracted to do so. 
  • Our response times may vary between 24-72 hours and may be communicated outside of our business hours.

 

Client Administration

  • If a client does not abide by our terms and conditions, we reserve the right to terminate the service immediately with no refund.
  • Failure to make ongoing hosting and domain payments may result in your website and emails being suspended.
  • All cancellations must be requested in writing. We require 30 days written notice. No prepaid hosting balances will be refunded.
  • You must notify us of any change in your contact details where we send your invoices. If you fail to do this and we do not receive your payments, this could result in your website going offline.

 

 

 

Fair Use Policy

Website Creation

The intention of our service is to support small businesses seeking to get online with a hassle-free experience. If we feel that a client is using our web design or support services excessively, we reserve the right to apply additional scope charges if they are relevant, limit our services or cease production of your website. 

Edit revision rounds to your site – we consider fair use that is included in your fixed price website to be 2 or less revisions prior to signing off. We will apply additional revision charges at $150 per round if they are apply, in order to protect our time because we are a fixed-price service. 

Design revisions – we consider fair use to be a single design suggestion that is based on your suggested guidance upfront. If we deviate significantly from your specified preference, you can request continued design revisions without charge.  If your design revisions are due to change of mind or omission of guidance when requested upfront, each re-design is subject to a fee of $250 per revision. 

Client requests – If we deem anything to be in excess of our standard procedure and service offering, in some cases we will advise of additional charges to complete your requested scope, limit our services or offer a refund of your deposit.

Understanding and Delivering Specific Requests
In all but exceptional circumstances, Pippos Technology Solutions will process all design, text and image edits to your specific requests. In instances when we cannot deliver, arisen in instances including, but not limited to, differences in design understanding, continued uncertainty in text, design and/or image changes and any other request, Pippos Technology Solutions will offer a refund of the deposit made after an elapsed period of time, to be determined on a case-by-case basis. In some instances, the work created (including content and design) will be provided to the client as an instance of goodwill. Please note an inability or limitation to do specific requests is not eligible under this policy. 

 

Monthly website design tweaks

PTS Website Hosting comes with a generous allowance for minor design tweaks to be made each month. This monthly allowance is only included for websites that have subscribed to that service as part of their hosting package and unused benefits cannot be rolled over. Here are some examples of what you can request within your plan limit:

  • Creating and loading a new banner for the homepage
  • Navigation menu changes
  • Modifying homepage elements
  • Modifying webpage content* (see exclusions below)
  • Adding some editable text to the website
  • Changing your website logo
  • Customising printable documents (eg: Tax Invoice, Delivery Docket)
  • Customising automated system emails
  • Creating templated system emails
  • Adding a mouseover, popup or form;
    and more.

 

The following are excluded from the courtesy design tweaks:

  • Large updates of content across multiple pages at a single point in time – equating to changes of more than 60% of the website’s written and/or visual content
  • Changes to the website design width or templates that affect the entire site
  • Data creation restructuring, migration or optimisation
  • Marketplace integrations and configuration
  • Configuration of shipping for front-end rates or back-end label printing
  • Image editing, resizing or graphic design changes to images
  • Sales events, marketing or email campaigns
  • New page creation
  • SEO and advertising

 

Where the value exceeds your monthly allowance, the surplus will be invoiced and must be paid in full before implementation commences.

 

 

Limitation of Liability

In no event shall Pippos Technology Solutions, its employees, contractors or any of their respective directors, agents, or content or service providers be liable for any indirect, special, incidental, consequential, exemplary or punitive damages arising from or directly or indirectly related to the delivery of services provided, including website services and/or publication, logo and/or graphic design, email systems, advertising.

This includes, without limitation, loss of revenue, or anticipated profits, or lost business, unrelated and/or indirect business expenses, business delays, loss of data and/or sales, or cost of substitute services, even if Pippos Technology Solutions or its representative or such individual has been advised of the possibility of such damages. 

 

Treat Us Kindly

Pippos Technology Solutions reserves the right to refuse continued service to clients if we believe that you are better suited to a designer who can meet with you face to face to discuss your ideas or if you deal with us in a rude manner.  Web design is occasionally complicated by issues beyond our control such as third party domain ownership, historical website hosting or requests which need clarification. In such instances, we ask you to at all times treat our staff kindly while we work through them with you.

We retain the right to refuse continued service if any staff member receives communication that is abusive and/or threatening in nature. In such instances, no refund will be provided.

We respond better to positive personalities (and will go that extra mile to help when we’re incentivised with good manners). Please remember that there are real people behind these computer screens with feelings. 

 

If you have any questions about our terms and conditions, please contact us.