1. Terms of Service
   
   These Terms are designed to facilitate efficient project management and timely delivery, ensuring mutual understanding between both parties. By agreeing to these terms, you help ensure:

• • A streamlined and organized project workflow
  • Timely project completion by our team at Webula Craft
  • Avoidance of additional, unforeseen cost

2. Primary Contact Person

• • Your business will appoint a primary contact during the initial project briefing. If this individual changes at any point, a new briefing will be required to realign expectations. Any additional time required for this changeover will be billed at our prevailing hourly rate.

3. Content Submission

• • Clients are responsible for supplying all website text content in a Microsoft Word document, unless they opt for Webula Craft to handle content creation.
  • If you initially choose to supply the content yourself but later fail to provide it in the required format, we reserve the right to charge hourly for the time spent converting your materials.
  • You are also required to provide relevant images (e.g., of products, team members, premises). If no images are supplied, we may use stock photography, which could incur additional fees.
  • Clients are expected to review and provide feedback on initial content drafts within five (5) business days. We will not begin the design phase until all content (text and imagery) is finalized and approved.

Important: If feedback is not received within five (5) business days after content submission, the draft will be considered approved, and the project will move into the design phase. Additional changes after this point will be chargeable.

4. Design Feedback

• • Initial design concepts will be shared for your review, and you must respond with feedback within five (5) working days.
  • Failure to respond in time will be taken as acceptance of the design, and development will proceed. Any further changes requested after this will require a new project initiation meeting and will be billed accordingly. Your project may also be rescheduled in our development queue.
  • Feedback must be submitted via email only. Verbal feedback will not be accepted or implemented.

Note: Even if Webula Craft is not designing your website, we must still review your chosen design for feasibility and best practice compliance before development begins.

5. Basic SEO Optimization

• • Search engine optimization tasks (e.g., performance checks) will not be carried out on the staging/test site. These will only be implemented after the website goes live.

6. Staging Site Feedback

• • Once a test/staging link is provided, you must review and respond within five (5) working days.
  • If no feedback is received within that period, your project will be paused, and we will reschedule it based on our current availability.

7. Post-Launch Bug Fixes

• • After the website is live, we provide a two-week grace period for identifying and fixing bugs. During this time, any technical issues will be resolved at no cost.
  • After this window, all obligations under the original agreement will be considered fulfilled. Any issues raised afterward will be treated as new tasks and billed accordingly.
  • All bug reports must be submitted in one consolidated list.

8. Additional Requests & Out-of-Scope Work

• • Any site modifications requested after the post-launch testing phase will be considered outside the original scope and will incur additional charges.
  • Please note that payments for one service cannot be transferred or credited to another. Each service is independently scoped and budgeted.

9. Website Launch Policy

• • Websites will only be launched once final payment has been received in full.
  • To ensure adequate post-launch support, we do not deploy websites on Fridays. This allows our technical team to monitor the site during the workweek.

10. Ongoing Maintenance

• • Webula Craft offers optional monthly maintenance plans, executed on a best-effort basis. While we utilize up-to-date security practices and tools, no system is impervious to all threats.
  • We cannot guarantee immunity from hacking, breaches, or unauthorized access, and therefore, we are not liable for any resulting losses or damages.

11. Payment Terms

• • Service fees and payment terms will be outlined in your project proposal.

12. Annual Price Adjustments

• • Webula Craft’s fiscal year runs from March 1 to February 28. Pricing is reviewed annually, and standard adjustments will take effect on March 1. Clients will be notified in advance of any changes.

13. Design Responsibilities

• • Clients are expected to actively participate during the design phase to help achieve the agreed project outcomes. This includes supplying all required text and imagery.
  • Additional materials such as licensed stock photos may be needed during the process. These will be billed separately and must be paid for within 30 days of the invoice date.

14. Project Timelines

• • All pricing and schedules are based on the deliverables outlined in the initial proposal. While Webula Craft will make every reasonable effort to meet timelines, all dates are estimates and not guaranteed.
  • We cannot be held responsible for any loss incurred due to unforeseen project delays.

15. Footer Credit

• • By default, Webula Craft includes a discrete credit link in the website footer, as approved in the final design. This acknowledges our role in building the site.

16. General Provisions

• • Webula Craft does not provide technical support for websites hosted on third-party platforms that are not managed by us.
  • Unless otherwise specified, our hosting service does not include site maintenance, content updates, or security enhancements.
  • If you choose to host your domain or website with an external provider:
    • We cannot guarantee full compatibility with external hosting environments, including server-side features such as contact forms, CMS functionality, or database-driven elements.
    • Webula Craft is not responsible for any server updates or ongoing maintenance provided by the third party.
  • These terms are governed by the laws of the Republic of South Africa.
  • Due to the ever-changing nature of digital threats, no website can be guaranteed to be 100% secure. Webula Craft cannot be held liable for any damages resulting from unauthorised access, hacking, or similar breaches.

17. Financial Policy

• • All hosting-related charges are exclusive of VAT, unless otherwise noted.
  • Hosting fees, including any applicable setup charges, must be paid upfront.
  • Failure to make payment by the 7th of each month may lead to the suspension of domain, website, and email services.
  • Hosting fees are non-refundable, even if the client decides to migrate to another provider during the paid period.
  • If Webula Craft is requested to assist in migrating email services or data, an additional support fee will be quoted and billed.
  • A nominal administrative fee, outlined in your Hosting Proposal, will apply if we are required to facilitate a transfer to another host.
  • Invoices for recurring services are issued on the 15th of each month.
  • Payments are service-specific and may not be reallocated across different service categories to maintain optimal service delivery.

18. Support Services

• • Basic telephonic support regarding domain-related queries is free for the first 15 minutes.
  • Thereafter, support is billed at R750 per hour, calculated in proportional intervals (e.g., 30 minutes = R375).

19. Hosting Duration

• • Clients selecting annual hosting agree to a minimum commitment of 12 months.
  • After the initial term, hosting continues on a month-to-month basis unless we receive written notice to terminate.
  • Domain registrations are renewed annually unless a different agreement is in place.
  • Clients are responsible for ensuring timely domain renewal payments. Webula Craft will not be liable for domains lost due to non-payment.
  • Unpaid domain renewal fees may lead to domain suspension.

20. Cancellation Policy

• • Webula Craft retains the right to suspend or terminate services (including hosting and email) in cases of non-payment.
  • A minimum of one full calendar month’s written notice is required to cancel hosting services. Cancellations must be sent via email to: sales@webulacraft.com
  • Verbal cancellation requests will not be accepted.
  • All services will continue to be billed until formal written cancellation is received and confirmed.

21. Domain Registration

• • Upon request, Webula Craft can register domain names on behalf of clients.
  • The client is responsible for covering domain registration and renewal fees.
  • Webula Craft is not responsible for any issues arising from missed or delayed payments, including loss or cancellation of domain names.

22. Hosting Constraints

• • Shared hosting plans are limited to domains that:
    • Do not exceed 20GB of total disk usage (including email and web content).
    • Operate within acceptable server resource usage parameters (CPU and memory).
  • If these thresholds are surpassed, a custom hosting solution will be proposed.
  • Should the client decline the proposed solution, Webula Craft may terminate hosting services following proper notice.

23. Use of Third-Party Software

• • Any third-party tools or software provided through Webula Craft are subject to the original licensing terms of the respective vendors or licensors.

24. Hosting Terms and Disclaimer

• • Webula Craft partners with reliable, high-performance hosting providers (e.g., Xneelo) that offer a minimum 99% uptime.
  • However, we are not liable for service interruptions, email delivery failures, or broader connectivity issues (e.g., national internet outages).
  • Maintenance—both scheduled and unscheduled—may occur without advance notice.
  • Use of Webula Craft’s hosting for unsolicited email campaigns (SPAM) is strictly prohibited and may lead to immediate account suspension or termination, with no refunds.
  • All mailing lists must support user consent (opt-in) and provide opt-out mechanisms.
  • We enforce a fair usage policy. While no hard data limits are imposed, excessive usage may result in account review or recommendations for a different plan.
  • Daily incremental backups are retained for two weeks. Although we employ industry best practices, backup integrity or availability cannot be guaranteed.
  • Webula Craft is not liable for any loss or damages resulting from downtime or service interruptions.

25. Hosting Warranties

• • Webula Craft assures that our hosting partner has the necessary infrastructure and capability to provide high-quality hosting services.
  • Hosting services are offered “as is” and “as available.” No additional warranties are made unless explicitly stated or legally required.

26. Backup Practices

• While Webula Craft acknowledges that its hosting partner, Xneelo, maintains reliable backups for up to two weeks, clients are strongly encouraged to create and store their own backups to ensure full data protection and redundancy.

27. Client Obligations

• Clients must ensure the domain name is unlocked and that the current registrar is informed about the upcoming transfer.
• A completed Domain Transfer Request Form must be submitted. Missing or incomplete details may cause delays.
• If Webula Craft is not handling backups, clients are responsible for providing the necessary website backup files ahead of the transfer.
• Sections of the form that do not apply should be clearly marked as “N/A” or left empty, as appropriate.

28. Transfer Timelines & Potential Downtime

• The domain transfer process typically completes within 24–48 hours, but delays of up to 7 days may occur depending on the registrar’s policies.
• Temporary service interruptions during the transfer may occur and are outside Webula Craft’s control.
• We are not liable for transfers that fail due to expired transfer authorizations (transfer tickets).
• If the email address linked to the domain registrar is modified at the time of transfer, a mandatory 5-day delay may be imposed due to industry-standard verification protocols. Webula Craft is not responsible for delays related to third-party policies or email changes.

29. Monthly Maintenance & Website Health Checks

• Clients making use of Webula Craft’s ongoing maintenance services will undergo a preliminary site audit. This may involve cleanup or optimization tasks, which could be quoted and charged separately before maintenance begins.

30. Data Protection

• Webula Craft uses advanced encryption and data security protocols during all domain transfer activities to safeguard your information and prevent unauthorized access.

31. Communication Guidelines

• A dedicated team member will be assigned to oversee your domain transfer.
• Progress updates will be provided regularly through your chosen communication channel.

32. Contingency Actions

• Should complications arise during the transfer process, Webula Craft will immediately implement a fallback plan and notify you of the corrective steps being taken.

33. Final Verification

• Once the transfer is complete, Webula Craft will perform a post-transfer validation to ensure your website is functioning correctly. You will be asked to confirm successful completion through a final review process.

34. Email Backup Responsibility

• Clients are solely responsible for backing up all email content prior to initiating the transfer process.
• If your email is hosted with Xneelo, please note that backup copies are stored for 14 days and that emails are retained on the server for up to 60 days. Regardless, clients must maintain their own secure backups.

35. Email Account Setup

• Webula Craft will provide the necessary email account credentials but does not handle setup on individual devices or software.
• We can assist with updating DNS records such as SPF entries for compatibility with common clients like Microsoft Outlook.

36. Third-Party Email Hosting

• For domains using external email services (outside Xneelo), DNS changes may take up to 24 hours to fully propagate. During this period, email delivery may experience intermittent disruptions.

37. DNS Configuration

• Webula Craft will manage DNS settings for platforms such as Google Workspace and Microsoft 365.
• Clients must provide accurate login credentials and access permissions for DNS configuration to proceed without delays.

38. Required Documentation

• A fully completed Domain Transfer Form is required prior to starting the email domain migration. Any irrelevant sections should be clearly marked “N/A” or left blank.

39. Security During Transfer

• Email data is transferred using secure, encrypted channels to ensure the safety and integrity of your information during the migration process.

40. Email Transfer Communication

• A dedicated point of contact will be assigned to guide you throughout the transfer.
• Status updates will be communicated regularly via your preferred method (e.g., email or phone).

41. Transfer Failure Protocol

• If any issue arises during the transfer, Webula Craft will initiate a pre-planned response strategy and keep you informed about each action taken to restore service or complete the process.

42. Final Email Verification

• Once the migration is finalized, a thorough check will be conducted to confirm all email services are operating correctly. You will be asked to review and confirm the transfer’s success.

43. General Provisions

• This agreement between the Client and Webula Craft is open-ended; however, to ensure measurable results, a minimum engagement of 12 months is recommended.
• The Client acknowledges that search engine performance is subject to various external factors beyond Webula Craft’s control, such as algorithm updates and indexing policies set by platforms like Google.
• Webula Craft adheres strictly to ethical, white-hat SEO methods. Under no circumstances are deceptive techniques—such as cloaking, keyword stuffing, or hidden links—used.
• Keyword targets, optimisation focus areas, and associated web pages will be outlined in writing via email correspondence.
• As Google is the dominant search engine globally, all SEO efforts are primarily aligned with Google’s best practices.
• While every effort is made to support the Client’s digital visibility goals, no specific guarantees are provided regarding rankings, traffic, or return on investment.
• Webula Craft cannot be held responsible for changes in ranking or indexing made by third-party platforms without notice.
• SEO services are intended solely for business-related purposes and not for personal or non-commercial use.
• Webula Craft reserves the right to reference successful SEO campaigns in its own marketing materials, without revealing sensitive or identifying client information.
• All strategies, documentation, and reports shared with the Client must remain confidential and are not to be disclosed to third parties.

44. Financial Terms

• All SEO service charges are to be paid upfront unless alternative terms are explicitly stated in writing. VAT is excluded unless otherwise specified.
• SEO work will only begin once the initial setup fee has been fully paid.
• Monthly invoices are issued on the 15th, and payment must be made by the 5th of the following month. Services may be paused if payment is not received by the 7th.
• A full calendar month’s written notice is required for service cancellation. All outstanding balances must be paid within 7 working days of termination.
• Invoices overdue by more than 60 days may be handed over to debt recovery services, with the Client responsible for any collection fees incurred.
• Webula Craft reserves the right to adjust pricing annually, effective March 1st, with advance notice provided.
• Payments made toward SEO services are non-transferable and cannot be applied to other service categories.

45. Hosting Requirements & Technical Conditions

• SEO success relies on hosting stability. Clients are advised to host their websites on reliable, high-performance servers.
• Webula Craft is not accountable for SEO disruptions or additional costs caused by downtime or technical issues on third-party servers.
• Extended site outages (lasting more than 48 hours) may affect SEO outcomes. Additional charges may apply to rectify such setbacks.

46. Website Access

• Clients must supply valid and up-to-date credentials (e.g., FTP access, CMS logins) to enable Webula Craft to implement SEO updates.
• If direct access cannot be provided, the Client must designate a technical contact to handle changes. Any resulting delays are not the responsibility of Webula Craft.
• While Webula Craft may collaborate with third-party providers (such as web hosts or developers), we are not liable for their performance or any associated delays.

47. Content & Site Optimisation

• The ongoing production of unique, relevant content is critical for maintaining strong search visibility. The Client acknowledges that stagnant or outdated content may undermine SEO progress.
• Webula Craft reserves the right to implement internal links, meta tags, and other on-page SEO elements to improve search engine visibility. Should the Client reject such changes, it may impact results.

48. Search Engine Submissions

• The Client authorises Webula Craft to create, manage, and optimise profiles and accounts on relevant directories and search engine tools.
• Webula Craft cannot guarantee when or how a website will be indexed, as this is determined solely by each search engine’s internal processes.

49. Exclusive SEO Engagement

• During the term of this agreement, the Client should not engage other providers for SEO, online advertising, or digital content services that overlap with Webula Craft’s scope of work.
• If the Client or any third party applies non-compliant SEO practices—such as misleading redirects or black-hat tactics. Webula Craft reserves the right to suspend services with a 7-day warning. Continued non-compliance will result in immediate termination with no refund.

50. Refund Policy

• Payments made for SEO services are final. Refunds will not be issued for mistaken purchases, cancelled services, or unused time.

51. Limitations & Liability

• SEO services are provided on an “as-is” basis. While Webula Craft will deliver services in line with the agreed project brief, no assurance is made about specific rankings, traffic numbers, or performance metrics.
• Webula Craft will not be held liable for service disruptions, policy changes by search engines, or issues stemming from third-party service providers.
• From time to time, updates or adjustments may be recommended to comply with new digital standards or regulatory changes. These modifications may require additional billing and are subject to separate approval.
• The Client agrees to indemnify and protect Webula Craft against any legal, tax, or regulatory issues arising from non-compliance with e-commerce requirements or applicable laws.

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