Professional Services Supplement

This document supplements our Terms of Service and applies to professional services we deliver to customers (for example, web and e-commerce development, consulting, support, maintenance, managed hosting, and professional email). It does not apply to SaaS products unless an Order explicitly says so.

If there is a conflict, the order of precedence is: (1) the applicable Order/service agreement, (2) any applicable data processing terms (for personal data), (3) this supplement, and (4) the Terms of Service.

To keep delivery fast and practical, we work in short cycles and confirm decisions in writing.

• Approvals: you can approve scope, milestones, deployments, and key decisions by written confirmation (for example, replying "yes" to an email, or a written message in WhatsApp).
• Calls: phone calls may be used to unblock work, but material decisions should be confirmed in writing.
• Availability: you agree to provide timely access, information, and feedback. If you are unavailable, timelines may shift.

Professional services are typically delivered in milestones or deliverables. Unless an Order states otherwise, acceptance works as follows:

• We will present deliverables and request feedback or approval.
• If no material issues are reported within 7 days, the deliverable is deemed accepted.
• Good-faith revisions: we may include reasonable revisions within the agreed scope. Requests outside scope are treated as change requests.

Work outside the agreed scope may require additional fees or an updated Order. Some work depends on third parties.

• Change requests: we will explain impact on price and timeline before starting material out-of-scope work.
• Third-party services: hosting providers, payment providers, plugins, themes, APIs, and app stores are governed by their own terms. We are not responsible for third-party outages or changes.
• Client-provided materials: you are responsible for the legality and licensing of content you provide (for example, copy, images, videos, product descriptions, tracking pixels, and mailing lists).

Many professional services are provided on a recurring basis (for example, maintenance, managed hosting, and email management), typically with a recurring fee that covers an agreed level of infrastructure work and support.

• No fixed term by default: unless an Order states otherwise, recurring services run on a rolling basis and can be ended by either party with 30 days' notice.
• What is included: included work depends on your plan/Order (for example, monitoring, updates, small changes, incident handling). Anything not included may be billed separately.
• Provider costs: third-party fees (for example, hosting, domains, licenses, email accounts) may be passed through to you and are generally non-refundable once incurred.

You control your production environment unless you explicitly delegate it to us in an Order. We may need access to accounts and systems to deliver the services.

• Access: you agree to provide required access and permissions. If access is delayed or incomplete, delivery may be delayed.
• Emergency changes: where there is a security or availability risk, we may perform urgent actions to reduce harm. Where reasonable, we will notify you and request confirmation as soon as practical.
• Credentials: you should avoid sending passwords in plain text. If credentials are shared, you are responsible for ensuring you have permission to share them.

We aim to maintain long-term relationships, but we also need to manage worst-case scenarios.

• Non-payment: if invoices are overdue, we may pause work, suspend managed services, and/or restrict access until payment is received, subject to applicable law and any Order terms.
• Handover on pause: where practical, we may provide a reasonable handover of work-in-progress after overdue amounts are paid.
• Refunds: unless required by law or expressly agreed in writing, professional services fees are not refundable once work has started or a deliverable has been accepted. This includes cases of bad faith. Any exception is handled under the Terms of Service (see malpractice reimbursement exceptions).