Service Agreement

1. The three documents

Your engagement is governed by three documents:

• Quote: your project. Name, scope, price, dates. Sent when we agree to start; always specific to one project.
• This Service Agreement: how the work is delivered.
• Terms and Conditions: the legal framework (IP, payment, liability, refunds, disputes).

By signing a Quote, or paying the deposit invoice issued under a Quote, you agree to be bound by all three.

2. How a project runs

Every project runs through four steps:

• 1. Talk and quote. A free chat, about 30 to 45 minutes. We learn about your business, your goals and the scope, then send a written Quote within a day or two.
• 2. Sign and deposit. You sign the Quote and pay the 50% deposit. That starts the work. We do not build a demo before the Quote is signed.
• 3. Demo and build. We build a working demo of your site and refine it with you. This is where the revisions happen: we keep adjusting it until you are happy, and the approved demo becomes your site. It lives on our own staging address during this stage.
• 4. Launch. When you approve the finished site, we invoice the final 50%. On full payment we move the site to your domain and hand everything over.

3. The demo and revisions

After the Quote is signed and the deposit is paid, we build a working demo and refine it with you until you approve it. A demo is a working version of the site produced for your review. Your Quote sets the number of revision rounds (one round on our standard tiers). If a request goes beyond the agreed scope, we will tell you, and it becomes a variation (clause 4). Approving the demo in writing (email is enough) means it becomes the basis for your finished site.

4. Scope and variations

The scope of the engagement is what the Quote lists, including any explicit exclusions stated there. Anything not listed is out of scope.

To add to the scope after the Quote is signed (extra pages, new integrations, new services, or design changes beyond the agreed revisions), you send us a written request, we send you a variation quote specifying the additional fee and any timeline impact, and you agree to it in writing before we proceed. We will not bill you for work you did not agree to in writing.

5. Timelines

The Quote gives a target timeline. It assumes you supply the materials in clause 6 by the dates communicated during discovery. If you delay supply, the timeline shifts by the equivalent delay, and we will email you the revised dates within one business day of the missed date. Delivery dates are targets we work to, not guarantees.

If you go quiet, we will follow up. If we do not hear from you for 60 consecutive days after the deposit has been paid, we may pause and close the engagement and bill any work completed up to that point against the deposit. To restart later, we issue a new Quote at current pricing.

6. Your responsibilities

For the timeline in the Quote to hold, you agree to supply the following promptly:

• Brand assets: logo files, brand colours and brand fonts.
• Final copy for each page, where your tier does not include copywriting.
• Photography, or written approval for any stock images we propose.
• Integration credentials: account access or embed codes for booking platforms, payment systems, Google Business Profile, analytics, or any third-party system we are connecting.
• Domain access: registrar login or DNS access for launch.
• Written feedback on the demo within the agreed window.
• Written approval to launch. We do not push to your production domain without your written go-ahead.

If you are in a regulated industry (dental, allied health, legal, accounting, NDIS), you remain responsible for compliance with the regulation that applies to your published content (AHPRA, the Legal Profession Uniform Law, the Tax Practitioners Board, and similar). We build to industry-aware patterns where we have specialist knowledge; we are not your regulatory adviser.

7. Acceptance

Delivery of the Services is accepted by you when the earliest of these happens: you confirm acceptance in writing (email is enough), or you start using the delivered work in the operation of your business, or you hold it out publicly as your own. Acceptance triggers the final invoice; on full payment we move the site to your domain. The maintenance window (clause 9) begins at launch.

8. What we aim for (no outcome guarantees)

Speed

On hand-coded website builds we aim for 90 or above on Google PageSpeed Insights, and typically achieve it at delivery. This is a target, not a contractual guarantee. Scores shift with the content you add after launch and any third-party scripts you install.

No outcome guarantees

Beyond the items expressly stated here and your non-excludable rights under the Australian Consumer Law (see the Terms and Conditions, clause 7), we do not warrant or guarantee any specific outcome of the Services, including specific search rankings, traffic, conversion rates, lead volumes, revenue impact, or the behaviour of any third-party platform.

Right to supply

We warrant that we have the right to provide the Services and the deliverables, free of any third-party claim, except for third-party libraries clearly disclosed.

9. Maintenance and defects

Websites: 6 months free maintenance from launch

This covers minor changes and genuine build defects, and we decide what counts as maintenance. It does not cover new pages, new features, new integrations or other new work, which are quoted separately. After the six months, maintenance is by separate arrangement.

Custom software and CRM: 2 months bug-fix cover from handover

This covers fixing genuine bugs in what we built. It does not cover new functions, new modules or other new work. There is no six-month maintenance window on custom software.

A change of mind, a new requirement, or an issue caused by changes you or a third party made after delivery is not a defect.

10. Custom software and CRM

• Custom software and custom CRM builds run on your own hosting (for example your Cloudflare account). We do not provide hosting. If you want us to arrange hosting, that is a separate, paid service.
• We may build and host the software on our side during the build. At handover it moves to your hosting, which is arranged and paid for before handover.
• You own the code and your data. We do not hold your live customer data after handover.
• For now we build custom CRMs and software for non-regulated industries only. We do not build for patient, health or other regulated data. If your project involves regulated data, tell us up front so we can decide whether we can take it on.
• Bug-fix cover is 2 months from handover (clause 9).

11. SEO and recurring services

• SEO and other recurring services run on a three-month minimum term, paid in advance (monthly, or the quarter upfront).
• Either side can end the service with 60 days written notice. There is no lock-in beyond the minimum term.
• We report the work each month. We do not guarantee rankings, traffic or leads; search performance depends on factors outside our control.

12. Third-party services

Delivering the work may involve our use of, or your use of, the following: Cloudflare Pages for hosting; GitHub for source code, in a repository under your account at handover; PagesCMS for content editing, where included in your tier; Google Workspace for calls and lead-capture processing; Google Analytics and Ahrefs for consent-gated analytics; Shopify for Shopify-tier engagements, where you pay Shopify directly for their subscription; and AI tools (for example Claude and ChatGPT) that we use in day-to-day production. Each service has its own terms and privacy policy; we are not responsible for their outages, behaviour, security or pricing changes. Where a vendor bills separately, you pay that vendor directly. Any royalty-free stock photography or AI-generated visuals we include are licensed for your ongoing commercial use; your own content is never used outside your project without your written permission.

13. Hosting and handover

By default, source code lives in a Webstallion-controlled GitHub repository and the site runs on a Webstallion-controlled Cloudflare account during the build. At your request after final payment, we transfer full ownership of both to you, typically via a domain-linked email address (for example [email protected]) you supply. Domain registration and renewal remain your responsibility. If you prefer a different hosting environment (AWS, Vercel, a custom server), this can be arranged on request and may incur additional cost.

14. Portfolio and your customers' data

We may reference the engagement and display the delivered work in our portfolio and marketing, without disclosing anything you have marked confidential; for complete confidentiality, ask in writing before the deposit is paid. If the site we build collects personal information from your end users, you remain the data controller and we are a processor only, to the extent of building and (where applicable) maintaining the collection. You are responsible for your own privacy policy, for any consents from your end users, for handling their access, correction and deletion requests, and for the Notifiable Data Breaches scheme if it applies to your business. Our own handling of your business's personal information is described in the Privacy Policy.

15. Contact