Terms & Conditions

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.

Premium Domains

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.

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.

SPAM Policy

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.

Content Policy

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)
• formmail.pl
• Greymatter (all versions)
• Open Webmail
• Ikonboard (all versions)
• IRC Egg Drops & IRC related programs.
• Chat software
• lstmrge.cgi
• 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.

Resource Usage

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.

Backups

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.

Intellectual Property

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

Cancellations must be done via email to support@launchdigital.agency. 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.

Launch Digital offers 3 Website Maintenance packages. 

What’s Included

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
• Copywriting
• Fixing theme or plugin conflicts
• Non- WordPress websites
• Transferring websites 
• Database cleanup

How to submit support requests

Simply email your request to support@launchdigital.agency. 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.

Malware

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.

Performance Improvements

We will take every action to ensure that your website performs optimally. This includes:

• Image optimisations
• Minifying CSS & Javascript
• 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.

Turnaround Times

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. 

Copywriting

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).

Images

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.

Graphic Design

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.

• 1366px
• 1100px
• 768px
• 480px

Website Speed

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.

Ongoing Support

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.

Stalled Fee

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.

Performance

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.

Baseline Metrics

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.

Refunds

If your new website does not perform better – we will remove our website, replace your old website and refund you 100% of your money.

Payments

1. Client shall pay Launch the fees specified in the agreement every month, with payment due on the 1st day of each month for that month.
2. Launch’s management fee for Google Ads is calculated based on the Client’s monthly Google Ads budget. If the Client’s monthly budget changes, the management fee will be subject to change as well.
3. If the Client fails to make a payment within 20 days of the due date, the Service Provider may, at its sole discretion, suspend the Service until payment is received.

Annual Fee Increase

Launch reserves the right to increase the fees by up to 10% annually, with at least 30 days’ notice to the client. This increase will apply to all services provided under this agreement, except for any Google Ads budget managed directly by the client.

Set Up Fees

The Client account may be liable for set-up fees, which include onboarding, account access, tracking & analytics set-up, keyword research, writing ad copy and campaign set-up. It could also cover the set-up of a Google Merchant account and linking the products on your website to Google Merchant Center. 

Termination:

Either party may terminate this SLA upon 30 days written notice to the other party.

What you can expect from us.

1. Availability: Launch will be available between 8am and 5pm on weekdays. Launch does not operate after hours, on weekends or on public holidays.
2. Turnaround Times: We have a standard turnaround time of 24 – 48 hours for all tasks. As we are handling many projects, we have a job queue – any requests will be added to the end of the queue. If your request falls outside of this SLA we will notify you right away and provide you with a reasonable quote.
3. Google Campaign Optimisation: Launch will optimise the Google Ads campaign at least once a week to ensure maximum performance.
4. Copywriting: Any copy that Launch writes will be well-researched and optimised with keywords, and may use the assistance of AI writing tools. The Client is encouraged to provide Launch with base content to ensure the accuracy of information. 
5. Performance Reporting: For the services that allow, Launch will provide weekly and monthly performance reports to the Client, detailing the performance of the campaigns.
6. Meetings: The Client is entitled to one 1-hour meeting per month with their account manager to discuss the performance of the marketing campaigns and any necessary adjustments to the strategy.

What if things go wrong?

1. Launch will use commercially reasonable efforts to resolve any issues or problems that may arise, as quickly as possible.
2. Launch fails to meet any of the expectations specified in this SLA, the Client may be eligible for a credit towards future services. The credit will be calculated based on the amount of time the Service was not meeting the Service Level and will be pro-rated on a monthly basis.

What’s not included:

This SLA does not cover any issues or problems caused by:

1. Client’s failure to provide Launch with the necessary information or access required to provide the Service.
2. Force Majeure events, including, but not limited to, acts of God, acts of government, floods, fires, earthquakes, riots, or acts of terrorism.

Copyrights & Ownership

We respect intellectual property rights and will not knowingly post content that is subject to trademark, copyright, or other intellectual property restrictions. By providing us with material, such as business names, logos, and content, associated with your business, you acknowledge and agree that you exclusively own it and have the right to publish it. We reserve the right to remove any content that violates this provision at our sole discretion.

Outsourcing

Our goal is to complete everything outlined in this agreement internally. However, to ensure timely completion, we may occasionally use external resources and contractors. Regardless, we are ultimately accountable and responsible for the quality of work produced and will ensure that it meets our high standards.

This Service Level Agreement represents the complete understanding and agreement between the parties regarding the Service, and it overrides any previous or simultaneous agreements, understandings, or negotiations, whether written or oral. This SLA can only be changed if both parties sign a written amendment or modification.

Website Projects

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.

Web Development

Any technical development work including SEO, CSS, PHP or Database work will only commence once full payment has been received.

Marketing Retainers.

All fees, including advertising spend, are due in advance for that month.

Late Payment

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.

We are committed to providing exceptional Google Ads management services and achieving superior performance for your campaigns. To demonstrate our confidence, we offer a 90-day performance guarantee. Please read the following terms and conditions carefully to understand the details and requirements of this guarantee.

Guarantee Overview

• If we do not surpass the performance of your previous Google Ads campaigns within 90 days from the start of our management, we will refund 50% of all management fees paid to that point.

Eligibility

• This guarantee applies to clients who have engaged Launch Digital for Google Ads management services.
• The guarantee is valid for a period of 90 days from the commencement date of our service agreement.

Key Performance Indicators (KPIs)

• KPIs must be agreed upon in writing before the commencement of our management services.
• KPIs may include metrics such as Cost Per Click (CPC), Click-Through Rate (CTR), Conversion Rate, Return on Ad Spend (ROAS), or any other mutually agreed-upon performance indicators.

Equal Playing Field

• Clients must maintain consistent website conditions throughout the 90-day period. Any significant changes to the website, including but not limited to design, content, or structure, must be communicated and agreed upon with Launch Digital.
• Any changes to the website that could affect the performance of the Google Ads campaigns must be approved by Launch Digital. Failure to do so may invalidate the guarantee.

Previous Campaign Data

• Clients must provide accurate and complete data from their previous Google Ads campaigns for a fair comparison. This data should include at least the last three months of performance metrics prior to engaging Launch Digital.

Refund Process

• If we do not meet or exceed the agreed-upon KPIs within the 90-day period, clients may request a refund of 50% of all management fees paid up to that point.
• Refund requests must be submitted in writing within 10 business days after the end of the 90-day period.
• Refunds will be processed within 30 business days of receiving the request, provided all conditions are met.

Exclusions and Limitations

• The guarantee does not cover external factors beyond our control, such as changes in market conditions, industry trends, or unforeseen events that could impact campaign performance.
• The guarantee is void if the client breaches any terms of the service agreement, including failure to provide necessary access to accounts, timely payment of fees, or adherence to agreed-upon strategies and recommendations.

Modifications and Termination

• Launch Digital reserves the right to modify or terminate this guarantee at any time without prior notice. Any changes will not affect the guarantee for clients who have already engaged our services under the existing terms.

By engaging Launch Digital for Google Ads management services, you acknowledge and agree to these terms and conditions. Our goal is to deliver outstanding results and provide you with a positive experience. If you have any questions or need further clarification, please feel free to contact us.