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Reckoon Web Design. 2024 - Terms & Conditions

Ongoing Website Management Service:

At Reckoon, we offer a specialised Ongoing Website Service, exclusively available only for websites we've crafted. This comprehensive package includes essential Website Support, Security Updates, and Hosting solutions to keep your website running smoothly.

1. Support Services

  • Help Desk Availability: Our help desk is ready to assist you during business hours (9:30am-5:30pm AEST) through phone or email at support@reckoon.com.au, guiding you towards solutions for your concerns.
  • Emergency Support: For critical issues like website or email downtime, use our emergency email at emergency@reckoon.com.au. If it's outside business hours and not an emergency, additional charges apply at $150 per hour.
  • Website Management: Your website is primarily your responsibility to manage content-wise. We'll only jump in for updates or edits if you've specifically contracted us to do so.

2. Security Measures

  • Proactive Protection: We run daily malware scans on servers and websites to detect and manage any security threats, ensuring your website's safety.

3. Hosting Services

  • Data Backups: We perform regular backups to secure your data, offering multiple restore points.
  • Uptime Monitoring: Our team ensures your website remains accessible with a 99.9% uptime guarantee, monitored around the clock.
  • Resource Allocation: Based on your hosting package, we allocate bandwidth and disk space, with the option to purchase more if needed. We'll alert you if we anticipate you'll exceed your current allocation.
  • Usage Monitoring: While we monitor resource usage, exceeding your limits without prior notification can lead to website downtime. It's your responsibility to inform us about expected spikes in usage.
  • Content Restrictions: Our servers have a strict no-tolerance policy for illegal content, heavy server load scripts, piracy, and adult material. Violating these policies will result in immediate service termination.

Ongoing Monthly Management Service Fee:

When you choose Reckoon for your website, you're signing up for unparalleled support and hosting services.

1. Service Fee Activation

  • Start Date: Your fee schedule kicks off as soon as you approve the completed website.
  • Contract Term: You're on board for a minimum of six months starting from the day we hand over your website.

2. Payment Methods

  • Monthly Direct Debit Payment Option: Monthly fees are automatically debited, starting from the 28th day after your website goes live.
  • Annual Payment Option: Prefer to pay yearly? We'll send you the first annual payment invoice once you approve the completed website. Following annual payment invoices will be sent to you one month before your annual hosting is up for renewal with a due date.

3. Renewal and Cancellation

  • Automatic Renewal: Your service will renew automatically after the initial six months unless you cancel in writing. We'll notify you if there are any changes to your fees after this period.
  • Missing Payments: Missed payments could lead to a suspension or termination of your website and email services.
  • Refund Policy: The monthly/annual service fee is not refundable once you have paid.

4. Payment Preferences

You can choose how you'd like to pay for your hosting and support:

  • Monthly: Direct automatic deductions through Stripe, with payments processed on a monthly basis.
  • Yearly: A 12-month invoice will be sent to you for payment via Electronic Funds Transfer (EFT).

5. Direct Debit Details

  • Stripe Payments: If you go the monthly route via Stripe, you'll need to fill out a form before your site launches. This sets up your automatic debits.
  • Credit Card Surcharge: Payments by credit card incur a small fee (1.65% for VISA/MasterCard, 3.2% for AMEX/Diners).

6. Handling Payment Issues

  • Insufficient Funds: Should an automatic payment fail, we'll try again until it's successful. However, you will be responsible for a $6.60 additional fee for each additional attempt. You're also responsible for any additional charges incurred from payment defaults.

Financial Agreements:

At Reckoon, we're committed to transparent and fair financial practices. Our goal is to ensure you feel confident and informed about the investment in your website.

1. Quote Validity

  • 30-Day Guarantee: The price we quote remains valid for 30 days, giving you ample time to decide.

2. Payment Terms

  • Non-Refundable Deposits: Once we start working on your design (post design brief return or 14 days after the deposit), the deposit becomes non-refundable. A $150AUD+GST admin fee is deducted from any refunds.
  • Final Approval: After you sign off on the website design, the remaining fees are due. At this stage, we can't accept cancellations, and the full payment for ordered services is required.
  • Set Pricing: The cost for designing and developing your website is fixed, followed by a monthly management service fee for ongoing support.
  • Inactive Accounts: If we don't receive final approval within 3 months from when we provide the staging URL, your account will be suspended. Reactivating your account comes with a $150AUD+GST fee.
  • Initial Payment: A deposit is required to kickstart your website's design and development. The balance is due once the website is complete and you've given the thumbs-up.
  • Price Stability: While we reserve the right to adjust prices, we guarantee the cost you're quoted for the duration of your prepayment.

3. Reckoon's Website Development Payment Structure

  • Initial Payment (50%): After you approve our quote, we'll send you an invoice for half the project cost. This initial payment kicks things off, leading to the first planning meeting for your website.
  • Second Invoice (25%): When we have the beta version of your website ready for you to review, we'll issue a 25% progress payment invoice. This payment needs to be made before we continue with further development. It's a way to ensure we're on the right track and you're happy with our progress.
  • Completion Payment (25%): Once you give the green light for launch, we prepare the final invoice. This covers the last quarter of the project cost, along with any additional work that went beyond the initial scope. If there have been delays on your end affecting the project timeline, we'll send this invoice 60 days after the first invoice as a way to keep the project moving forward.

Cancellation and Refund Policy

Reckoon endeavors to facilitate a seamless and transparent cancellation process. These policies are designed to protect the interests of both our clients and our company, ensuring a clear understanding of the terms governing our professional relationship.

1. Service Termination by Reckoon

  • Breach of Agreement: Should a client fail to adhere to our established terms and conditions, Reckoon reserves the unequivocal right to terminate the provided services immediately, without eligibility for a refund.
  • Debt Recovery Charges: In instances where Reckoon must engage debt recovery services to collect unpaid balances, a fee of AUD$150 plus GST will be levied on the client, augmenting the outstanding invoice.

2. Client-Initiated Contract Termination

  • Ownership of Design and Content: Clients electing to terminate their contract with Reckoon retain full ownership of their website's design and content. However, proprietary elements of Reckoon’s WordPress CMS remain the intellectual property of Reckoon, necessitating separate licensing for use on alternative servers.
  • Reinstallation Services: For websites deactivated due to cancellation or service expiry, Reckoon offers a reinstallation service within a 12-month window, subject to a fee of AUD$195 plus GST, contingent upon the availability of a client-provided backup. Beyond this period, reinstallation is subject to Reckoon's discretion.

3. Cancellation Procedures

  • Written Notification: Reckoon requires formal written notification for service cancellations. Clients billed annually are to submit their notice via email. Monthly billed clients must complete and submit a designated cancellation form available through our administration team. To prevent the processing of the subsequent month's fee, cancellation requests must be received at least 7 days before the next monthly payment.

Domain Registration and Renewal Policy

At Reckoon, we understand the importance of your online identity, which begins with your domain name. Here’s our policy on domain registration and renewal to ensure your web presence is secure and continuous. If you need help with domain names, email accounts, or hosting, our domains team is here to simplify these topics for you, available via phone and email at support@reckoon.com.au.

1. Domain Availability

  • Registration Guarantee: We cannot guarantee the availability of your requested domain names until they are successfully registered. Please wait for our confirmation before proceeding with any plans based on the domain name.

2. Client Responsibilities

  • Updating Contact Information: It's crucial that you keep us informed of any changes to your contact details. Failure to do so may jeopardize the renewal of your domain, potentially leading to your website going offline.

3. Domain Renewal Process

  • Renewal upon Payment: If Reckoon is tasked with managing your domain's renewal, the process will commence once we've received the due payment as per the invoice sent to your registered account details.
  • Service Interruption: Not meeting the domain renewal payment deadline can result in a temporary shutdown of your website and associated email services until the outstanding payment is cleared and the domain is renewed.
  • Renewal Commitment: Reckoon commits to diligent efforts in renewing your domain on time. However, should unforeseen circumstances or human error prevent timely renewal, Reckoon cannot be held accountable for the loss of the domain or the need to repurchase it.

General Terms & Conditions

Reckoon is dedicated to providing a secure and reliable service to our customers. By adhering to these terms, we aim to maintain a professional and productive relationship with all our clients.

1. Customer Responsibilities

  • Contact Information: It's crucial for you to keep us updated with your current contact details to prevent any disruption in services.
  • Equipment Provision: You are responsible for providing all necessary equipment to access Reckoon services. We cannot guarantee compatibility with our services.

2. Service Rights

  • Refusal of Service: Reckoon reserves the right to deny service or access to our products and servers to anyone at our discretion.
  • Suspension and Cancellation: If an account is found to be misused or abused, Reckoon has the authority to suspend or cancel access to our services.
  • Access Restrictions: We may limit access to certain areas within our server or website environments, to ensure security and integrity.

3. Account Usage

  • Individual Use: Accounts must be used only by the registered account holder. Reselling, storing, or giving away Reckoon services is prohibited.
  • Knowledge Requirement: Customers are expected to have the basic knowledge necessary for managing their website. Reckoon provides support within our service scope but does not offer extensive technical training.

4. Agreement Amendments

  • Contract Revisions: Any changes to this agreement will apply to previous agreements upon renewal, ensuring continuous alignment with our service terms.

5. Legal and Regulatory Compliance

  • Lawful Use: Our servers and services must only be used for lawful purposes. Any transmission of material that violates any laws is strictly prohibited.
  • Legal Governance: This agreement is governed by the laws of Queensland, Australia. All parties submit to the jurisdiction of Queensland courts for any disputes.