Terms & Conditions
Domain Services (Discontinued as of 01 June 2021)
Please Note: Our Domain Registration services will be discontinued as of 01 June 2021. Any existing hosting clients will get assistance in moving their domains to a registrar or their choice.
We use the services of a third-party registrar to register domains. The registration is subject to the terms of the relevant registrar. Registration, maintenance, or transfer of a domain name is subject to the terms of the relevant registry governing the domain name.
When registering a domain name, it is not your property, it cannot be “owned” by anyone. We will register the domain in the name of the “Registrant” and they will have full control of the domain. We cannot guarantee the registration of a domain name, we will make every effort to register the domain that you choose.
We will not be held responsible if you give us incomplete or inaccurate information that will lead to a delay in the registration process. If you are acting on behalf of the domain owner, you agree to register the domain in your customers’ name. It is important to ensure that the correct person or entity is disclosed as the registrant. All registrant details must be true and accurate, you are not allowed to prevent a domain owner from moving their domain away should they choose to do so.
We will only act on instructions of the account holder or other authorised users on the account. We act on your instructions to the extent that those instructions are possible and lawful.
All domain registrations are final. Domain names cannot be modified once they have been registered, a new domain will need to be registered.
You warrant that:
- All information provided in the registration of the domain is complete and accurate.
- You are entitled to register the domain name.
- If you are not the domain owner, you have permissions from the owner to act on their behalf.
- You are not breaking any law or violating any Intellectual Property Rights by registering this domain.
- The domain will not be used in a malicious way.
We will do our utmost to prevent expiry of your domain name, it remains your responsibility to ensure that the domain does not expire. Our billing system has been programmed to automatically generate your domain renewal invoice unless you expressly tell us not to do so, in which case the domain will expire. We try and send reminders before expiry dates. It may occur that reminders are not sent due to events beyond our control, we will not be held liable.
You indemnify us against any loss or damage that we may suffer arising from registration of your domain name.
Domain Cost Refund Policy
Please note that fees payable for domain registration and renewal costs are non-refundable. Launch Digital accepts no responsibility for any typing errors (spelling mistakes) you make when ordering a domain name with us. Once a domain name has passed its expiry date there is no guarantee that we are able to renew the domain, additional charges might apply in these cases.
As various registries worldwide mark high-value domains as premium domains, these domains cost more. We will make every effort to apply pricing of a premium domain prior to checkout, however, this may not always be possible. Should the Customer have paid for a domain which is a premium domain / marked / reflected as premium, the Customer will be given the opportunity to pay the premium domain name fee or a refund of the price paid will be given to the customer.
Website Hosting Services (Discontinued as of 01 June 2021)
Please Note: Our Web Hosting services will be discontinued as of 01 June 2021. Any existing hosting clients will get assistance in moving their websites and emails to a hosting provider of their choice.
Our Hosting Environment
Your website will be hosted on a server that we rent & manage, provided by Teraco – South Africa’s largest independent hosting data centre. Teraco Data Environments are built to the highest specification according to global best practices; security, re monitoring, prevention, power supply and cooling are all governed by a 100% resiliency policy (one passive set of components for every active set to protect valuable data systems). Teraco provides 99.999% guaranteed levels of uptime, power and service availability.
Launch Digital takes a zero-tolerance approach to the sending of Unsolicited Commercial Email (UCE) or SPAM over our network. Very simply this means that customers of Launch Digital may not use or permit others to use our network to transact in UCE. Customers of Launch Digital may not host, or permit hosting of, sites or information that is advertised by UCE from other networks. Violations of this policy carry severe penalties, including termination of service.
If your actions have caused Launch Digital’s mail servers or Launch Digital’s IP address ranges to be placed on blacklists and other mail filtering software systems used by companies on the Internet, you will be assessed a R500 charge to your account for administrative charges incurred to remove and protect mail servers and IP ranges.
All services provided by Launch Digital are to be used for lawful purposes only. Transmission, storage, or presentation of any information, data or material in violation of any South African, United Kingdom or United States Federal, State, Provincial or City law is prohibited. This includes, but is not limited to copyrighted material, trademark, intellectual property, material that we judge to be threatening or obscene, or material protected by trade secret and other statutes without proper authorization. The subscriber agrees to indemnify and hold harmless Launch Digital from any claims resulting from the use of the service which damages the subscriber or any other party.
Also prohibited are sites that promote any illegal activity or present content that may be damaging to Launch Digital servers or any other server on the internet. Links to such materials are also prohibited.
Examples of unacceptable content or links:
- Pirated software
- Hacker programs or archives
- Fraudulent activities
- Adult sites
- Warez sites
Any illegal activity, online gambling, spamming or hacking will result in your site being shut down. The customer is solely responsible for the content stored on and served on their hosting space.
Launch Digital will be the sole arbiter as to what constitutes a violation of this provision.
Scripts and Software Policy
You are free to install and use any scripts you wish, (as long as they are not on our banned scripts list, see below) however we reserve the right to disable any script or software in your hosting account that affects normal server operation or service to other Launch Digital customers.
Launch Digital is not responsible for scripts that you use in your hosting. It is not our responsibility to ensure your scripts function correctly. Please don’t expect our support techs to troubleshoot aspects of your scripts or third-party scripts that you use on your sites hosted on our servers.
Launch Digital provides technical support for the server & server related software. Any scripts included in the Softaculous are 3rd party scripts and support is not provided by our techs.
The following scripts are banned due to the potential harm they can cause to other sites on the same server:
- Torrentflux (and similar scripts)
- AlienForm (all versions)
- Greymatter (all versions)
- Open Webmail
- Ikonboard (all versions)
- IRC Egg Drops & IRC related programs.
- Chat software
- Proxy Servers & Scripts (EX: nph-proxy)
- Shell, SSH, Telnet Scripts and Shell, SSH, Telnet Alternatives (cgitelnet.pl)
- The Anonymizer
- UltimateBBS (all versions)
- YABB + YABB se (all versions)
- Any script that uses / processes a massive number of flat files or large flat file databases.
Launch Digital’s hosting accounts operate on shared resources. Excessive use or abuse of these shared network resources by one customer may have a negative impact on all other customers. Misuse of network resources in a manner which impairs server/network performance is prohibited by this policy and may result in suspension of your account without notice. You are prohibited from excessive consumption of resources, including processing time, memory and session time. You may not use resource-intensive programs which negatively impact other customers or the performance of Launch Digital’s systems or Hosting. Launch Digital’s reserves the right to terminate or limit such activities.
System and Network Security
Users are prohibited from violating or attempting to violate the security of the Launch Digital Network. Violations of system or network security may result in civil or criminal liability. Launch Digital will investigate occurrences, which may involve such violations and may involve, and cooperate with, law enforcement authorities in prosecuting Users who are involved in such violations. These violations include, without limitation:
Accessing data not intended for such User or logging into a server or account, which such User is not authorized to access. Attempting to probe, scan or test the vulnerability of a system or network or to breach security or authentication measures without proper authorization.
Attempting to interfere with service to any user, host or network, including, without limitation, via means of overloading, “flooding”, “mailbombing” or “crashing”. Forging any TCP/IP packet header or any part of the header information in any e-mail or newsgroup posting. Taking any action in order to obtain services to which such user is not entitled.
Full backups are made weekly. No guarantees are made of any kind, either expressed or implied, as to the integrity of these backups. Backups are made for server restoration purposes only.
We are the owner and/or authorised user of all trademarks, service marks, design marks, patents, copyrights, database rights and all other intellectual property appearing on or contained within the Site unless otherwise indicated. Except as provided in these Terms & Conditions, use of the Site does not grant you any right, title, interest or license to any such intellectual property you may access on the Site. Except as provided in these Terms & Conditions, any use or reproduction of the intellectual property is prohibited.
You may view this Site and you are welcome to print hard copies of material on it solely for your lawful, personal, non-commercial use. All other copying, whether in electronic, hard copy or other formats, is prohibited and may breach intellectual property laws and other laws worldwide. Furthermore, you are not entitled to reproduce, transmit, publicly perform, distribute, adapt, translate, modify, bundle, merge, share or make available to any person, or create derivative works of such material, or use it for commercial purposes, without our prior written consent. All other rights are reserved.
Cancellations must be done via email to email@example.com. You have the option of cancelling your account immediately or at the end of the billing period. If you choose to cancel the account immediately then your account will be terminated on receipt of the cancellation. Cancellation of a subscription does not cancel any outstanding invoices. All outstanding invoices are still due.
Refusal of Service
We reserve the right to refuse service to anyone for any reason not prohibited by law. We reserve the right to terminate service to any customer for any reason not prohibited by law. Any deliberate attempt to cause damage to Launch Digital’s servers, the Launch Digital network or any other internet servers will result in immediate account deactivation without prior notice.
Website Maintenance Services
Launch Digital offers 3 Website Maintenance packages.
We will keep the website updated to the latest WordPress and Theme version on a weekly basis. Additionally, we will take backups of your website, perform security scans and performance scans.
Unlimited Support Requests
On our “Improve” and “Perform” Care Plans you are allowed unlimited support requests for tasks that take less than 30 minutes. This can include things like:
- Updating content on pages (images, text, menus, sidebars etc.)
- Uploading blog articles, events or portfolio items
- Uploading images to a gallery or page
- Fixing alignment or design issues
- Fixing mobile responsiveness issues
- Updating plugin settings
- Troubleshooting issues
Most WordPress tasks can be completed in less than 30 minutes – if not we will provide you with a quote and detailed explanation.
What is not included?
Essentially any technical development that we refer to as “back-end development”. This includes but is not limited to:
- Adding custom functionality to a plugin or theme
- Off-page SEO (backlinks, business listings, content creation etc.)
- Building a new website from scratch
- Configuring server-side settings
- Marketing services such as paid marketing, social media etc.
- Graphic design
- Fixing theme or plugin conflicts
- Non- WordPress websites
- Transferring websites
- Database cleanup
How to submit support requests
Simply email your request to firstname.lastname@example.org. The request will be automatically added to our job queue and will be completed within 48 hours. If your request falls outside of your Plan we will notify you right away and provide you with a reasonable quote.
It must be noted that we are not a website security company. We do however implement the following security measures when maintaining a website:
- Installation of iThemes Security (scans & monitoring)
- Changing the URL of the login page
- Two-factor Authentication
- Weekly plugin & theme updates
Even though these measures will drastically reduce the chance of a malware infection, we cannot definitively guarantee that the website will not be infected by malware. New viruses, malware & infections enter the market on a daily basis and can gain access to your website via plugins or themes.
We will take every action to ensure that your website performs optimally. This includes:
- Image optimisations
- Website caching
- Deactivating unused plugins
- Optimising & deferring scripts
But there are factors out of our control that affect website speed that prevent us from making speed guarantees. Website loading speeds depend on 4 things:
- Internet speed
- Server speed (your hosting package and server location)
- Website framework
- Website size
We can’t control your internet speed or your hosting (unless you host the site with us). WordPress (and any Content Management System for that matter) is naturally a bit slower than web frameworks that do not have a CMS functionality. WordPress websites with extensive customisation will also affect website speed.
Our standard turnaround time is 24 – 48 hours. However, in most cases, your support request will be handled on the same day.
Early Termination & Refunds
This is not a fixed-term contract and therefore may be terminated with or without cause by ourselves, or yourselves, with written notice at least 30 days before your next renewal. If your next renewal date is within the 30 days notice, you will still be billed for that month. Service will stop on the last day before the next renewal after the 30 day period. No refunds are provided.
Website Development Services
All copy provided to us during onboarding, discovery or from your existing website will be checked for spelling and grammar. We will also update the content with keywords as the SEO strategy requires. As part of our custom website offering, we will write marketing & sales copy, in the form of blurbs (short paragraphs of text) & headings, as the layout and website strategy requires.
We are not responsible for generating new copy about your company, products or services. No one knows your business as you do, so it only makes sense that you give us as much content as possible, which we can use and optimise. If you would like us to create/generate copy for you, a separate quote will be provided (unless it has already been included in this proposal).
You should supply graphic files in an editable, vector digital format (AI, PDF). You should supply photographs in a high-resolution digital format (JPG or PNG). If you choose to buy stock photographs, we can suggest stock libraries. If you’d like us to purchase stock photographs for you, we can provide a separate estimate for that. If no photos are supplied, we will use images from the web that fall under the creative commons.
We Include graphic design services limited to cropping & optimising images for the web, creating basic banners and backgrounds, creating icons, resizing graphic files. If you require very specific graphic design services (unique designs or illustrations) then this will be quoted for separately.
Reviews & Feedback
The timeframe stipulated above is based on the length of time we estimate we’ll need to accomplish everything outlined in the Project Scope. Please be aware that any additional review sessions or major scope changes will result in extending the completion date of the website and or requiring an additional cost.
This agreement provides for up to three rounds of revision during the Design phase and 3 rounds during the Development phase. On the small chance that we are unable to complete your website within three rounds of changes, it is at our discretion to re-quote based on the outstanding changes, or bring the website to completion should the outstanding changes be reasonable.
It is your responsibility to provide us with a list of coherent changes, preferably in a Word document. We are also open to you coming to our offices to meet with the designer to make changes. Please note that delays in reviewing the website and providing feedback will affect the timelines for your project.
Website Testing – Browsers
Browser testing no longer means attempting to make a website look the same in browsers of different capabilities or on devices with different size screens. It does mean ensuring that a person’s experience of a design should be appropriate to the capabilities of a browser or device.
We test our work in current versions of major desktop browsers including those made by Apple (Safari), Google (Chrome), Microsoft (Edge), Mozilla Firefox.
We’ll also test to ensure Microsoft Internet Explorer for Windows users get an appropriate, possibly different, experience. We won’t test in other older browsers unless you specify otherwise. If you need an enhanced design for an older browser, we can provide a separate estimate for that.
Website Testing – Mobile
Testing popular small-screen devices is essential in ensuring that a person’s experience of a design is appropriate to the capabilities of the device they’re using. With the sheer number of varying mobile device sizes, it is impossible to make the website perfectly responsive for every size. However, we will ensure that your website functions perfectly on the standard screen sizes.
We take every action to ensure that the websites we launch are lightweight and fast. But there are factors out of our control that affect website speed that prevent us from making speed guarantees.
Website loading speeds depend on 4 things:
- Internet speed
- Server speed (your hosting package)
- Website framework
- Website size
We can’t control your internet speed or your hosting (unless you host the site with us). WordPress (and any Content Management System for that matter) is naturally a bit slower than web frameworks that do not have a CMS functionality. WordPress websites with extensive customisation will also affect website speed. We implement a series of speed optimisation techniques on all the websites we develop. Speed is one of our core focuses and we would not release a site that is clunky and slow.
Handover & Training
Upon launching the website, we will provide you with:
- Website Owners Manual – which includes access and instructions to your new WordPress website
- 17 WordPress tutorial videos (these videos will show you the basics of managing your website)
- Custom training videos (if we created any special functions on your website)
Copyrights & Ownership
First, you guarantee that all elements of text, images or other artwork you provide are either owned by your good selves or that you’ve permission to use them.
Then, when your final payment has cleared, copyright will be automatically assigned as follows:
- You’ll own the visual elements that we create for this project. We’ll give you source files and finished files and you should keep them somewhere safe as we’re not required to keep a copy.
- You own all elements of text, images and data you provided unless someone else owns them.
- We’ll own the unique combination of these elements that constitutes a complete design, which you are not allowed to claim was your work. You will, however, have the right to use any other developer to make changes or amendments to the website. If the design is changed substantially, our design copyright no longer remains.
We love to show off our work and share what we’ve learned with other people, so we reserve the right, with your permission, to display and link to your project as part of our portfolio and to write about it on websites, in magazine articles and in books.
30 Days of Free Maintenance
Once the site goes live we offer 1 month of free support maintenance to fix any errors or bugs that may arise. We are also willing to making small content (text and images) changes that the you might require, subject to our digression. Any large layout or developmental changes required during this period will be quoted on separately.
Any changes or updates requested after the website development, that falls outside of the 30 day free maintenance period, will be quoted for @ R794.64 per hour.
If you are making regular changes to your website, we recommend joining one of monthly maintenance packages, starting at R995/month where we will provide unlimited changes, weekly back-ups, theme & plugin updates, security and performance scans.
Early Termination & Refunds
In the very rare chance that you are unhappy with the work completed (i.e. it does not match the scope stipulated above) then we will refund the money that has been paid us up to that point, with our costs (hours worked & resources purchased) deducted from that amount.
We reserve the right to charge a R6500 fee for projects that are put on hold for an indefinite period by the client, or that have been delayed for more than 6 weeks by the client. This fee covers the backup, removal & storage of your website files. It also includes restoring your website to our servers when the project is reactivated.
90 Day Money Back Guarantee
We are so confident that the new website we design for you, will beat your old website (by getting more visitors, leads, purchases etc.) that if it doesn’t we will refund you your money in full.
Our website will beat the “performance” of your current website – this could be the number of visitors, Google rankings, number of enquiries or any other metric that both parties agree on before starting the project.
For this offer to be valid we require verified metrics to prove your existing marketing performance. This includes Google Analytics reports, Sales or CRM tracking software you use. We will also require you to provide us with certain honest and accurate tracking information once the site is live.
If your new website does not perform better – we will remove our website, replace your old website and refund you 100% of your money.
What is included in the monthly Marketing Packages?
Depending on the package you choose, it will be a combination of:
- Google Ads
- Facebook Ads (Social Media Ads)
- Search Engine Optimisation
Launch Digital offers 3 digital marketing packages:
- Silver – Google Ads
- Gold – Google Ads + Facebook Ads
- Platinum – Google Ads + Facebook Ads + SEO
Regardless of the package you choose, you will be assigned a dedicated Account Manager to handle your account. They will keep you updated on a weekly/monthly basis, provide you with reports and assist with any queries.
We will also set up a live reporting dashboard for you (accessible online 24/7) for full reporting transparency.
On the Gold and Platinum packages, you will receive a personalised performance summary each month from your account manager.
On the Platinum package, you will also get a strategy meeting once a month with your account manager to cover your broader marketing strategy.
A Campaign is a set of ad groups (ads, keywords, bids, placements) that share a budget, location targeting, and other settings. Campaigns are often used to organise categories of products or services that you offer. The more campaigns you require, the more work is needed from our side to manage them.
Unlike some of our competitors, we do not “set and forget” – in other words, we don’t just let your Google or Facebook Ads run on autopilot after setting them up. We proactively optimise your campaigns each week by:
- Checking budgets & spend
- Analysing search term reports
- Adding negative keywords
- Identifying new keyword opportunities
- Pausing unprofitable keywords
- Optimising ad copy for higher click through rates
- Testing creatives
- Testing audiences
The strategy that we build for you will determine how many campaigns on each platform are required. We are not obligated to use the entire campaign allocation if we feel that your strategy does not require it.
How many campaigns do I get?
- Silver Package = 1 campaign
- Gold Package = 1 – 5 campaigns
- Platinum Package = 1 – 10 campaigns
What if I reach my Campaign limit on my plan?
We can add as many campaigns to your account as you want. However, we charge an additional monthly management fee per additional campaign. One thing to note here is that the more campaigns you have, the bigger your advertising budget needs to be to ensure that these campaigns perform optimally.
Media / Ad Spend
Media Spend / Ad Spend / Ad Budget is what you pay Google or Facebook for clicks to your website. Learn more about how PPC works here.
We do not handle PPC spend on behalf of our clients. We ensure that your PPC account is linked to your credit card. This means that Google, Facebook and LinkedIn will bill you directly for advertising spend.
Search Engine Optimisation
Search Engine Optimisation falls into two categories:
On-page SEO refers to optimising all the technical elements on your website and ensuring your website is Search Engine compliant. Off-page SEO refers to optimisation efforts outside of your website and include things like building backlinks to your website.
A website’s rankings on Google depend on 3 things:
- Expertise – you need to write & create good quality expert content on your website. What are people asking about your products and services? Answer those questions on your website.
- Authority – links from other websites to your website, and mentions of your website or brand on the internet give your website more authority. The more authority you have, the better you will rank.
- Trustworthiness – reviews on Google, Facebook & Hellopeter tell Google that you are a trustworthy service provider. Therefore you rankings will improve.
Our SEO efforts will include writing good quality content for your website to build Expertise, and building backlinks to boost that content so that your website gets that much needed Authority.
Set up of your account can take up to 14 days depending on the extent of set up required.
We do not charge set up fees for creating new Google Ads or Facebook Ads accounts. We also do not charge set up fees for creating Google or Facebook campaigns. Norm
Set up fees may be applicable for the following:
- Setting up a new Google Merchant or Facebook Catalogue account and linking your website product feed
- Setting up Google Display campaigns and designing HTML banners
- Setting up Facebook Pixels, Google Analytics & Search Console accounts
- Creating new landing pages
- Setting up conversion goals with Google Tag Manager
To a large degree, the success of your PPC campaigns will depend on your landing pages. We recommended having a dedicated landing page per campaign and/or service. Campaigns that send visitors to dedicated landing pages are scored higher and perform better. Therefore we might advise that landing pages are created additionally.
We provide both paid and organic social media services. Paid services (Facebook Ads) fall under the Paid Media category of services.
Organic social media refers to the design, copywriting and scheduling of social media posts to your Facebook or Instagram page.
We do not offer community management for any social media services.
All content that we create will be well researched using sources available to us on the internet and optimised with keywords and SEO. It must be noted that we are not experts in your field, and therefore to produce high quality content, that people can engage with, we encourage clients to provide us with base content and info that we can optimise and build on.
For all graphic design services, we will provide 2 revisions. Any changes requested after the 2 revision sessions will be quoted additionally.
To maintain the highest quality of work we strive to complete everything set out in this agreement internally. However, from time to time we may make use of external resources and contractors to complete work for you on time. We are still ultimately accountable and responsible for the quality of work produced and will thus ensure it is up to standard.
Suspension of Services
Any accounts that go into 30 days arrears will have their services suspended.
Early Termination & Refunds
All marketing retainers are a fixed-term contract for the first 3 months. This will provide us with enough time to get indicative results on your account. However, we often see great results within 3 months.
After the 3 months, this agreement will default to a month-to-month agreement and may therefore be terminated with or without cause by ourselves, or yourselves, with written notice at least 30 days before your next renewal. Service will stop on the last day before renewal. No refunds are provided.
We offer a 5% discount on 6-month agreements paid upfront, and 10% on 12-month agreements paid upfront.
A 50% deposit is required before any web development can take place. The remaining 50% is divided up as follows:
25% once design and copy have been approved by the client
10% in order to present development beta for testing/review
15% once the full site has been approved by the client and is ready to go live
Once the full 100% has been paid, the new site will be scheduled for launch.
Any technical development work including SEO, CSS, PHP or Database work will only commence once full payment has been received.
Graphic Design and Printing
Any graphic design and/or printing will only commence once full payment has been received. We do not offer printing services. We charge a 30% handling fee on all printing.
Hosting & Maintenance
Payments will be charged automatically to your credit, cheque or debit card on the first day of every month via PayFast. All payment-due notices will be sent by electronic mail. New orders are pro-rata to the first day of the month. Billing will continue until you cancel your hosting account. We do not accept monthly EFT payments for hosting & maintenance services..
All fees, including advertising spend, are due in advance for that month.
It is your responsibility to ensure that your payment information is up to date and that all invoices are paid on time. As per the National Credit Act, Launch Digital is allowed to charge 2% interest on all accounts that are overdue by more than 30 days.
If no payment is made after 60 days, your services will be paused until the account is brought up to date.
You agree that until and unless you notify Launch Digital of your desire to cancel any or all services received (by the proper means listed in the appropriate section of the Terms & Conditions), those services will be billed on a recurring basis unless otherwise stated in writing by Launch Digital. Launch Digital reserves the right to allocate payments to the oldest outstanding invoice on your account.
Non-payment of outstanding service fee invoices will result in termination of the hosting service. There is no guarantee that a backup will be available.