FAQ

FREQUENTLY ASKED QUESTIONS (FAQ)

This FAQ document forms part of and must be read together with the Website Development & Online Store Services Agreement and its Annexures. It is designed to clearly explain our services, limitations, processes, and client responsibilities in plain language while remaining fully aligned with South African commercial standards.

1. GENERAL QUESTIONS

1.1 What services do you offer?

We provide professional website and online store development services, including design, setup, configuration, and deployment of digital websites. Our services are offered as packaged solutions and may include online store functionality, payment gateway integration, mobile responsiveness, and basic security configuration.

1.2 Are your websites custom-built?

Our websites use AI-generated and standardised front-end designs. This means the core layout, structure, and user interface are pre-defined. The website is not custom-built from scratch unless explicitly agreed to in writing and quoted separately.

1.3 What parts of the website can I customise?

Clients may customise:

Images and graphics

Logos and branding assets

Colour schemes

Structural layout changes, page flow modifications, and functional changes are not included unless quoted as additional work.

1.4 Do you provide Content Management Systems (CMS)?

No. A CMS is not included unless expressly agreed to in writing. Clients do not receive backend content editing access by default.

1.5 Who owns the website?

Once payment is made in full, the client owns the final website output, excluding underlying systems, templates, frameworks, and proprietary tools used to create it.

2. DESIGN & DEVELOPMENT

2.1 Is the design unique to my business?

The design is AI-generated and standardised. While it will reflect your branding through colours and images, the structure may be similar to designs used for other clients.

2.2 Can I request a redesign?

Yes, but redesigns are treated as Change Requests and quoted separately. Redesigns are not included in standard packages.

2.3 How many revisions are included?

Revisions are limited to what is stated in your selected package. Excessive revisions may incur additional charges.

2.4 What happens if I don’t like the design?

Designs are provided on an “as-is” basis. Subjective preferences do not constitute a defect. If you fail to provide feedback within the review period, the design is deemed accepted.

3. PAYMENT & BILLING

3.1 Do I need to pay upfront?

Yes. 100% payment is required upfront before any work begins.

3.2 Why do you require full payment upfront?

Upfront payment covers time, software, labour, and resource allocation. Website development is a custom digital service and cannot be resold.

3.3 Does payment mean I agree to the contract?

Yes. Payment constitutes electronic acceptance of all Terms & Conditions under the Electronic Communications and Transactions Act (ECTA).

3.4 Are refunds available?

Refunds are limited and governed by the Cancellation & Return Policy. Once work has started, up to 80% of fees may be forfeited.

4. CANCELLATION & CHANGES

4.1 Can I cancel my project?

Yes, cancellation must be requested in writing. Refund eligibility depends on the stage of the project.

4.2 What happens if I cancel after work starts?

If cancellation occurs after commencement, no more than 20% may be refundable. The remainder is forfeited.

4.3 What is a Change Request?

Any request outside the agreed scope, including design changes, functionality changes, or additional pages, is a Change Request.

4.4 How are Change Requests billed?

Change Requests are billed hourly or quoted as a separate project and must be paid 100% upfront.

5. CLIENT RESPONSIBILITIES

5.1 What do I need to provide?

You must provide:

Logos and images

Brand colours

Written instructions or approvals

5.2 What happens if I delay responses?

Delays caused by the client may delay delivery timelines and do not constitute breach.

5.3 What if I stop responding?

If you fail to respond for 7 days, the project may be paused. After 14 days, it may be deemed abandoned with no refunds.

6. ACCESS & SECURITY

6.1 Will I get admin or backend access?

No. Admin, backend, server, database, and code access are not provided unless agreed in writing.

6.2 Why is access restricted?

Restricted access protects system integrity, security, and standardised configurations.

7. HOSTING & MIGRATION

7.1 Do you provide hosting?

Hosting may be provided as part of certain packages or separately.

7.2 Who owns the hosting?

If hosting is provided by us, it remains our property.

7.3 Can I move my website elsewhere?

Migration is not included and must be requested and paid for separately.

8. DELIVERY & APPROVAL

8.1 How long does delivery take?

Delivery timelines are estimates and depend on client cooperation.

8.2 How do I approve the website?

Approval occurs when you confirm in writing or fail to provide feedback within the review period.

9. MAINTENANCE & SUPPORT

9.1 Is maintenance included?

No. Maintenance is offered as a separate recurring service.

9.2 What does maintenance include?

Maintenance may include updates, backups, and basic support depending on your plan.

9.3 What happens if I don’t pay maintenance fees?

Maintenance services may be suspended without notice.

9.4 Are there any external platform or builder fees?

Yes. The Client acknowledges that the website may be built using a third-party website builder, platform, or software service that requires a monthly or annual subscription fee.

9.5 Who is responsible for paying the website builder fee?

The Client is solely responsible for all external monthly or yearly fees associated with the website builder, platform, plugins, themes, or related services. These fees are not included in the package price and will be charged separately and in addition to the Service Provider’s fees.

9.6 What happens if the external fee is not paid?

Failure to pay required third-party subscription fees may result in suspension, limitation, or termination of the Website by the third-party provider. The Service Provider shall not be liable for any downtime, data loss, or service interruption arising from non-payment of such external fees.

10. LEGAL & COMPLIANCE

10.1 Are you CPA compliant?

Yes, where applicable, in accordance with the Consumer Protection Act, 68 of 2008.

10.2 Do you comply with POPIA?

Yes. Reasonable measures are taken to protect personal information.

10.3 What law governs the agreement?

All agreements are governed by the laws of the Republic of South Africa.

11. FINAL QUESTIONS

11.1 Can these FAQs change?

Yes. We reserve the right to update these FAQs. Updated versions apply to new projects.

11.2 Where do these FAQs apply?

These FAQs apply to all clients unless otherwise agreed in writing.

By making payment, the Client confirms that they have read, understood, and accepted this FAQ document together with the Terms & Conditions and Service Agreement.