General Terms & Conditions
These Terms and Conditions govern the relationship between Canect Digital Agency ("we", "us", "our") and the client ("you", "your"). By engaging our services, you agree to be bound by these terms.
Acceptance of Terms
By submitting a project request, making a payment, or using any of our services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.
Service Commencement
Services are deemed to have commenced upon receipt of the initial deposit or payment, unless otherwise specified in a written agreement. Once services have commenced, the refund policies outlined in this document apply.
Project Timelines
While we strive to meet all agreed-upon deadlines, project timelines are estimates and may be affected by factors including but not limited to: client response times, content delivery, third-party dependencies, and scope changes.
Scope Changes
Any changes to the agreed-upon scope of work must be documented in writing and may result in additional charges and timeline adjustments. We reserve the right to decline scope changes that significantly impact project feasibility.
Payment & Refund Policy
Important Refund Notice
All services are non-refundable once the project has commenced, unless we fail to deliver the agreed-upon services. Services cancelled mid-project are not eligible for refunds.
Payment Terms
- All prices are quoted in South African Rand (ZAR) unless otherwise specified
- Payment is required before work commences unless alternative arrangements are agreed upon in writing
- Monthly services are billed in advance
- Late payments may result in service suspension
- All payments are non-refundable unless otherwise stated
Refund Conditions
- Projects Not Started: Full refund available if project has not commenced
- Projects In Progress: No refunds once work has begun
- Completed Projects: No refunds after project delivery and acceptance
- Client Cancellation: No refunds for client-initiated cancellations mid-project
- Non-Delivery: Full refund if we fail to deliver agreed services
Pricing Changes
30-Day Notice Policy
We reserve the right to change pricing of all services at any time. Clients with active monthly services will receive a minimum 30 days written notice before any pricing updates take effect. Annual contracts are locked at the agreed rate for the contract duration.
Websites & Software Development
Footer Credit
Design Credit Policy
We reserve the right to include a "Designed by Canect" footer credit on all websites we develop. This credit may be removed upon client request at an additional cost. Please discuss removal options with your project manager before project commencement.
Hosting Exclusion
Hosting Not Included
All website prices exclude hosting services. Clients can sign up for hosting services starting from R199/month through our hosting dashboard. Hosting is billed separately and is subject to our Cloud & Hosting terms.
Amendment Period
5-Day Amendment Window
After website design completion and delivery, clients have 5 days to review and request amendments. After this 5-day period, the website is considered final and in the client's hands. Any changes needed after this period are the client's responsibility unless they have signed up for our maintenance services.
Maintenance Schedule
Tuesday Maintenance Days
We perform scheduled maintenance on our servers, client websites, social media accounts, and other services every Tuesday. Clients who have signed up for maintenance services will have their amendments and updates implemented on the next scheduled Tuesday maintenance day.
Development Terms
- Client must provide all content (text, images, videos) in agreed formats and timelines
- Three rounds of revisions are included during the 5-day amendment period
- Website ownership transfers upon final payment
- Third-party plugins and licenses remain subject to their respective terms
- Ongoing maintenance is optional but recommended
Bug Fixes & Support
- 30-day bug fix period included after launch for development-related issues
- Issues caused by client modifications post-launch are not covered
- Ongoing support packages available at additional cost
Domain & Hosting
- Domain registration is client's responsibility unless purchased through us
- Hosting services subject to separate hosting terms
- We are not liable for downtime caused by third-party hosting providers
Cloud & Hosting Services
Non-Refundable Services
All Cloud & Hosting services are non-refundable. This includes but is not limited to: domain registrations, hosting packages, SSL certificates, email hosting, and VPS services.
Hosting Terms
- Hosting services billed monthly or annually in advance
- 99.9% uptime target but not guaranteed
- Scheduled maintenance may cause brief downtime
- Resource limits apply as per selected package
- Excessive resource usage may result in suspension or upgrade requirement
- We reserve the right to suspend accounts with excessive resource consumption
Third-Party Servers
Server Infrastructure Disclaimer
Servers and infrastructure are supplied by third-party providers. We act as a reseller and management service. Any issues related to third-party server hardware, network infrastructure, or provider policies are subject to their respective terms. We will assist in resolving issues but cannot guarantee resolution timelines.
Acceptable Use Policy
Prohibited Activities
The following activities are strictly prohibited on our hosting and cloud services:
- Hosting illegal content or engaging in illegal activities
- Spamming, phishing, or distributing malware
- DDoS attacks or any form of network abuse
- Hosting copyrighted material without permission
- Excessive CPU, RAM, or bandwidth consumption affecting other users
- Running proxy servers, torrent trackers, or file sharing services
- Hosting adult content without proper age verification
- Any activity that violates South African law
Violation of these terms will result in immediate suspension without refund.
Domain Services
- Domain registrations are non-refundable and non-transferable during initial period
- Domain renewal is client responsibility
- We are not liable for domain expiration due to non-renewal
- Domain disputes subject to registrar policies
- Domain ownership remains with the registrant
Email Hosting
- Email storage limits apply as per package
- We do not guarantee email deliverability
- Spam and abuse policies strictly enforced
- Email data backup is client responsibility
- Email accounts suspended for spam violations without notice
Security & SSL
- SSL certificates subject to Certificate Authority terms
- Security monitoring included but does not guarantee breach prevention
- Client responsible for maintaining secure passwords
- Security incidents must be reported immediately
- We are not liable for security breaches due to client negligence
Data & Backup
- Regular backups performed but not guaranteed
- Client responsible for maintaining their own backups
- We are not liable for data loss
- Backup restoration may incur additional fees
- Backup retention periods vary by service package
Service Maintenance
- Scheduled maintenance performed with reasonable notice
- Emergency maintenance may occur without notice
- Maintenance windows typically scheduled during off-peak hours
- We strive to minimize downtime during maintenance
Domain Registration & Management
Domain Ownership
- Domain registrant information must be accurate and up-to-date
- Client is the legal owner of domains registered in their name
- We act as the registrar agent for domain management
- Domain transfer requests require authorization from domain owner
Domain Renewal
- Renewal notices sent prior to expiration
- Client responsible for timely renewal
- Expired domains may be subject to redemption fees
- We are not liable for domain loss due to non-renewal
- Auto-renewal available upon client request
Domain Transfer
- Domain transfers subject to ICANN policies
- Transfer lock periods apply to newly registered or transferred domains
- Transfer authorization codes provided upon request
- Outstanding balances must be cleared before transfer
Domain Disputes
- Domain disputes subject to registrar and ICANN policies
- We cooperate with legal authorities in dispute resolution
- Domain suspension may occur during dispute investigation
- Client indemnifies us against domain-related claims
Domain Abuse Policy
Domains registered through us must not be used for:
- Phishing or fraudulent activities
- Trademark infringement
- Cyber squatting or domain parking for malicious purposes
- Spam distribution or malware hosting
- Any illegal activities under South African law
Domains found in violation will be suspended without refund.
Digital Marketing Services
Marketing Fees Structure
Separate Fee Structure
For marketing services, we charge setup fees, design fees, consultation fees, and any other applicable fees as specified in your quote. The marketing/advertising budget is paid directly by the client to the advertising platforms unless specified otherwise in writing. This ensures transparency and full control over your advertising spend.
Performance Expectations
- Marketing results vary based on industry, competition, and budget
- We do not guarantee specific rankings, traffic, or conversion numbers
- Minimum 3-6 months recommended for meaningful SEO results
- Regular reporting provided as per agreed schedule
- Algorithm changes by platforms may affect campaign performance
Advertising Services
- Ad budgets are separate from management fees
- Ad platform policies and approvals are beyond our control
- Ad accounts remain client property
- We reserve the right to pause campaigns with outstanding balances
- Ad account suspensions by platforms are not our liability
- Client responsible for ad content compliance with platform policies
Social Media Management
- Content approval required before posting unless otherwise agreed
- Social platform algorithm changes may affect reach
- Client responsible for responding to comments/messages unless managed service
- Stock images used may require separate licensing
- Social media account access must be provided to agency
- Account suspensions by platforms are not our liability
Content & Copyright
- Client must provide or approve all marketing content
- Client responsible for content copyright compliance
- Stock media licensing fees may apply
- User-generated content requires client approval
- We are not liable for copyright claims on client-provided content
Marketing Compliance
All marketing activities must comply with:
- South African advertising regulations
- POPIA (Protection of Personal Information Act)
- Platform-specific advertising policies (Google, Facebook, etc.)
- Industry-specific regulations (healthcare, finance, etc.)
Non-compliant campaigns may be paused until issues are resolved.
Graphics & Design Services
Logo Design Process
Logo Design Samples
For logo design projects, we provide 2 initial design samples for the client to choose from. Additional design concepts beyond the 2 samples will incur additional charges. Once a design is selected, revisions are limited to the agreed-upon revision rounds.
Revision Policy
- Logo design includes 2 initial concepts
- 3 rounds of revisions included on selected concept
- Additional revisions charged at hourly rate
- Major design changes after selection considered new project
- Revision requests must be consolidated and submitted together
Intellectual Property
- Final design ownership transfers upon full payment
- Source files provided upon project completion
- We retain right to display work in portfolio
- Third-party assets (fonts, stock images) subject to their licenses
- Client responsible for trademark registration of final logo
File Delivery
- Final files delivered in agreed formats (PNG, JPG, SVG, AI, etc.)
- Source files included with complete project payment
- Additional file formats available at extra cost
- File delivery via email or cloud download link
- Files stored for 90 days post-project completion
Design Services Scope
- Logo design, branding, and identity packages
- Marketing materials (brochures, flyers, business cards)
- Social media graphics and templates
- Print design and production coordination
- Web graphics and UI elements
Design Approval
Once a design is approved and finalized, any subsequent changes will be treated as a new project and charged accordingly. Please ensure all stakeholders review and approve designs before final sign-off.
Design Usage Restrictions
Client agrees not to:
- Resell or redistribute design files to third parties
- Use designs for illegal or defamatory purposes
- Claim design work as their own creation
- Modify source files for resale purposes
Mobile Application Development
App Store Policies
- App store approval is subject to Apple/Google guidelines and is not guaranteed
- App store fees and developer accounts are client's responsibility
- We assist with submission but cannot guarantee acceptance
- Ongoing compliance with store policies is client's responsibility
Updates & Maintenance
- Initial launch version includes agreed-upon features
- OS updates may require additional development work
- Maintenance packages available for ongoing updates and support
- Third-party API changes may require additional development
App Security
- We implement industry-standard security practices
- Client is responsible for user data compliance (POPIA, GDPR, etc.)
- Security breaches due to client negligence are not our liability
AI Solutions & Automation
AI Service Terms
- AI solutions are provided as tools to assist, not replace human decision-making
- We do not guarantee specific outcomes from AI implementations
- Client is responsible for final decisions based on AI recommendations
- AI models may require ongoing training and adjustment
Chatbot Services
- Chatbot responses are based on trained data and may not always be accurate
- Regular monitoring and updates recommended for optimal performance
- Client responsible for content accuracy and compliance
- Third-party platform terms (WhatsApp, etc.) apply
AI Voice Agents
- Voice agent accuracy depends on audio quality and network conditions
- Human oversight recommended for critical communications
- Call recording and data storage subject to privacy regulations
- Telecom charges are client's responsibility
AI Disclaimer
AI technologies are continuously evolving. We provide current best-practice solutions but cannot guarantee future compatibility or performance as AI technologies advance.
IT Support & Solutions
Support Hours
- Standard support: Monday-Friday, 8:00 AM - 5:00 PM (South African Time)
- Emergency support available at additional cost
- Response times vary by support package
- Public holidays excluded from standard support
Support Scope
- Remote support included; on-site visits billed separately
- Third-party software support limited to configuration assistance
- Hardware repairs subject to separate assessment and quote
- Virus/malware removal not guaranteed
Data & Backup
- Client responsible for regular data backups
- We are not liable for data loss during support activities
- Data recovery services available at additional cost
- Backup verification is client responsibility
Emergency Support
For urgent IT issues outside standard hours, please use our emergency contact line. Emergency support rates apply and will be communicated before work commences.
POS Systems
POS Installation
- Installation includes basic setup and staff training
- Additional training sessions available at extra cost
- Hardware warranty subject to manufacturer terms
- Software updates included for first year
Payment Processing
- Payment gateway fees separate from POS system cost
- Transaction fees subject to payment processor terms
- We are not liable for payment processor downtime
- PCI compliance is shared responsibility
POS Maintenance
- Monthly maintenance packages available
- Hardware repairs subject to assessment
- Software support included during business hours
- Emergency support available at additional cost
POS Pricing
POS systems start from R9,999.00. Final pricing depends on hardware requirements, features, and customization needs. A detailed quote will be provided before project commencement.
Server Infrastructure & Access Control
Server Infrastructure
- Server sales subject to availability and manufacturer terms
- Installation and configuration included in setup service
- Ongoing management available as separate service
- Hardware warranty subject to manufacturer terms
- We are not liable for data loss during migration
Access Control Systems
- Installation includes basic programming and testing
- Access cards/biometric data management is client responsibility
- System integration with existing security subject to assessment
- Maintenance packages recommended for optimal performance
Security Considerations
- We implement industry-standard security practices
- Physical security of equipment is client responsibility
- Access logs and monitoring is client responsibility unless managed service
- Security breaches due to client negligence not our liability
Limitation of Liability
General Liability
- Our total liability is limited to the amount paid for the specific service
- We are not liable for indirect, incidental, or consequential damages
- We are not liable for third-party service failures
- Force majeure events exempt us from liability
Client Responsibilities
- Client must provide accurate and complete information
- Client responsible for content legality and copyright compliance
- Client responsible for maintaining access credentials
- Client must report issues within reasonable timeframe
Intellectual Property
- Client owns final deliverables upon full payment
- We retain rights to display work in portfolio unless otherwise agreed
- Third-party licenses remain subject to their terms
- Client indemnifies us against content-related claims
Dispute Resolution
- Disputes should first be addressed through direct communication
- Mediation preferred before legal action
- Governed by South African law
- Jurisdiction: South African courts