NEO Web Agency Terms and Conditions

Introduction

Welcome to NEO Web Agency. These Terms of Service govern your use of our web development and management services. By engaging our services, you agree to comply with these terms. Please read them carefully.

Just be nice

At NEO Web Agency, we believe that the foundation of a successful partnership is mutual respect and kindness. We strive to create a positive and supportive environment for both our clients and our team. Simple acts of courtesy go a long way in fostering productive and enjoyable interactions. Whether it’s a friendly greeting, patient communication, or understanding during challenging times, kindness makes our collaborative efforts more effective and enjoyable. So, let’s just be nice to each other – it’s the key to achieving great things together in a creative environment.

Service Plans

NEO Web Agency offers various web management price plans, each requiring a one-year commitment, billed monthly. These plans encompass a range of services designed to maintain and optimize your website.

Web Development and Management

We are a web development company and should not be mistaken for a marketing department, although we will always offer advice within our remit.

 

Monthly Fees Policy

Maintaining a WordPress website often incurs monthly fees due to several factors:

 

    1. Licensing Fees: Premium themes and plugins that offer enhanced features and customization options beyond the free versions.

    1. Hosting Fees: Necessary to keep the website live on the internet, with costs varying based on the hosting provider and the level of service required.

    1. Domain Registration: A recurring expense essential for maintaining a unique web address.

    1. Ongoing Maintenance: Regular updates and repairs are crucial for keeping the website secure and functioning optimally, requiring either DIY efforts or outsourcing to professionals.

Neglecting these updates can lead to vulnerabilities and compromises, potentially resulting in the website breaking or being hacked. Therefore, investing in regular maintenance and security measures is essential for the long-term health and success of a WordPress website, contributing to its monthly expenses.

Hosting Policy

At NEO Web Agency, we provide a selection of six recommended web hosts for you to choose from. We exclusively partner with these hosts because they have been audited by us, maintain high standards, and offer fair pricing, ensuring cost-effectiveness for both you and us. Our familiarity with each host’s interfaces enables us to be more time-efficient in performing repairs or contacting them on your behalf for service work.

Assisting in Building the Website

Web Design
We expect full cooperation and communication for web design. The design can be created by your marketing department or based on drafts from your team. We’re happy to collaborate in this aspect. We will always advise clients if they’re heading in the wrong direction and guide them accordingly.

Web Development
For web development, we operate under strict terms and conditions to protect both our clients and ourselves. We only manage websites that we have built to ensure we can uphold certain standards and features while offering unlimited repairs and maintenance. Allowing multiple developers to work on the same site could lead to issues, requiring us to fix problems we did not cause, which leaves us liable for repairs. Unoptimized changes can trigger site failures, which we would then need to address.

We maintain constant communication within our team and have an extensive knowledge base for every website we’ve built, enabling us to troubleshoot efficiently. Each site’s code and structure are unique to us. As a precaution, we lock most sections of the website to prevent unauthorized changes, maintaining the integrity of our service.

Termination and Refunds

Any breach of these terms may result in the termination of your services. Refunds will be handled on a case-by-case basis, taking into consideration the nature of the breach and the services rendered up to the point of termination. By accepting the terms and conditions of NEO Web Agency, you are also acknowledging and agreeing to our refund policy. For detailed information, please refer to our refund policy page here.

Changes to Terms

NEO Web Agency reserves the right to modify these terms at any time. Any changes will be communicated to you in advance and will become effective immediately upon posting.

Contact Information

For any questions or concerns regarding these Terms of Service, please contact us directly.


Thank you for choosing NEO Web Agency. We look forward to working with you and ensuring the success of your web presence.


Zero Tolerance Policy

Purpose

At NEO Web Agency, we are committed to maintaining a respectful and professional environment for our small, closely-knit team. This policy outlines our zero-tolerance stance on abusive behavior towards our employees.

Scope

This policy applies to all clients, customers, and any individuals interacting with our staff.

Policy

 

    1. Respectful Communication:

       

        • All communications with our staff must be conducted respectfully. Any form of verbal abuse, including shouting, insults, or derogatory remarks, will not be tolerated.

    1. Harassment:

       

        • Harassment in any form, including but not limited to, persistent unwelcome comments, threats, or inappropriate language, is strictly prohibited.

    1. Threats and Intimidation:

       

        • Any threats of violence, intimidation, or attempts to coerce our staff will result in immediate termination of services and potential legal action.

    1. Discrimination:

       

        • Discriminatory comments or actions based on race, gender, sexual orientation, religion, or any other protected characteristic are unacceptable and will not be tolerated.

    1. Unreasonable Demands:

       

        • Making unreasonable demands or expecting our staff to perform tasks outside the scope of their duties in an aggressive manner is unacceptable.

    1. False Accusations:

       

        • Falsely accusing our staff of misconduct or spreading unfounded rumors damages our work environment and will result in appropriate actions, including termination of services.

Consequences

 

    • First Offense: The individual will receive a formal warning and a reminder of this policy.

    • Second Offense: The individual’s access to our services may be temporarily suspended, and a meeting with senior management will be required to determine whether we want to work with you or not.

    • Third Offense: The individual’s account and access to our services will be terminated permanently without notice – all funds will be recovered automatically by your chosen payment method if you haven’t completed your yearly term.

Reporting

If any staff member feels they have been subjected to abusive behavior, they are encouraged to report the incident to their supervisor or senior management immediately. All reports will be taken seriously and investigated promptly.

Conclusion

We value all our clients and strive to provide the best service possible. However, maintaining a respectful and safe environment for our small, closely-knit team is our top priority. We work very closely together in continuous communication to maintain a harmonious environment. We do not have the time nor the need for customers who disrupt this balance.

 

NEO Web Agency Terms of Service

 

Welcome to NEO Web Development Services! These Terms of Service (“Terms”) govern your use of our services. By subscribing to any of our plans, you agree to these Terms.

WEB MANAGEMENT

 

1. Services

Essential Plan – £65 per month

 

    • 1 Managed Website

    • 30 Minutes of Development per Month

    • Initial 30-Minute Call

    • Helpdesk Support

    • Unlimited Maintenance

    • Unlimited Repairs

Pro Plan – £110 per month

 

    • 1 Managed Website

    • Everything in the Essential Plan

    • 60 Minutes of Development per Month

    • Initial 30-Minute Call

    • WooCommerce Maintenance

    • Chat Support

Enterprise Plan – £550 per month

 

    • 1 Managed Website

    • Everything in the Essential Plan

    • 5.5 Hours of Development per Month

    • Helpdesk Support

    • Full Web Build – 14 Pages

    • 1 Hour of Consultancy per Month

Website development

 

    • Web development costs approximately £100 per page. This is subject to our teams discretion.

    • Clients unsure of their design preferences must purchase a design from a third-party designer or our recommended designer before development starts, to comply with our fair usage policy.

    • Our development process is iterative. We build as we go and do not send drafts for approval initially. To begin, clients must provide clear objectives, often using website examples and idea boards.

    • Clients are responsible for providing all text and copy related to their business. We will use suitable images if client-provided images do not meet required quality or align with the theme and color scheme. These images can be replaced later.

    • Excessive and unjustified changes will receive fair warnings.

    • All change requests must be logged in your ticket area with clear subjects to ensure transparency and facilitate review and resolution of disputes.

 

What falls under “Development minutes” or “Website Maintenance and Repairs”

 

**Unlimited Website Maintenance and Repairs:**


These services are included in your plan and do not consume your development minutes:
– Helpdesk support within your personal hub
– Unlimited maintenance and repairs
– WooCommerce management (if applicable)
– WP Rocket Cache optimization
– Unlimited image optimization
– Theme subscriptions and updates
– Plugin subscriptions (e.g., Elementor Pro, Essential Add-ons, Premium Add-ons)
– CleanTalk AntiSpam monitoring
– SSL management
– Google Search Console and Google Analytics configurations (if part of the plan)
– Custom analytics area in the NEO Hub (for certain plans)
– Sitemap creation and submission
– Daily backups
– Website security management

**Development Minutes:**


These are tasks that consume your development minutes and are billed accordingly:
– Custom website development and coding tasks
– Changes that involve new functionalities or custom features beyond basic maintenance
– Any new design work or redesign requests
– Complex integration with third-party services not covered by the existing setup
– Development of new pages or sections requiring custom coding
– Analytics setup and customization within the custom user area
– Receipts and invoices management (outside the Enterprise plan)
– WhatsApp messages and support outside of the Enterprise plan

**Important Additional Notes:**


– Asking how many development minutes you have left falls under “development minutes” since this information is readily available in your user hub (dashboard) when you log into [neoagency.io](https://neoagency.io).
– Similarly, inquiries about receipts, invoices, and custom analytics configurations outside of the standard plan offerings also fall under “development minutes.”

 

2. Fair Usage Policy

Development Time

 

    • Essential Plan: 30 minutes of development per month.

    • Pro Plan: 60 minutes of development per month.

    • Enterprise Plan: 6 hours of development per month.

Unused development time does not roll over to the next month. Additional development time can be purchased at a rate of £100 per hour.

Unlimited Maintenance and Repairs

 

    • Maintenance and repair requests must be reasonable and related to the scope of services provided.

    • Excessive requests that go beyond fair usage or are unrelated to regular maintenance and repairs may incur additional charges, which will be communicated and agreed upon prior to execution.
  •  
    • Any modifications made by the client that require the NEO development team to rectify or remove errors may result in the forfeiture of unlimited maintenance and repair services.

To effectively monitor your website, it is required that our email address, hd@neoagency.io, be designated as the primary owner of the site. In certain circumstances, we may accommodate multiple owners. You will retain full access to your website at all times. However, if the website is modified by parties outside of the NEO team, you will forfeit the benefit of unlimited maintenance.

Any maintenance carried out in breach of the above will be subject to the use of development minutes to rectify.
 
 

License management

License management does not include repairs, development, or support services. It does include installation and verification to ensure proper functionality.

3. Helpdesk and Chat Support

 

    • Support is available during business hours (8.30 – 17.00 GMT).

    • Helpdesk support is available for all plans. Chat support is available for Pro and Enterprise Plans.

    • Response times may vary based on the complexity of the issue and current support request volumes.

4. Consultancy and Initial Calls

 

    • The initial 30-minute call is included in all plans for onboarding purposes.

    • Enterprise Plan includes 1 hour of consultancy per month. Additional consultancy time can be purchased at a rate of £120 per hour.

5. Full Web Build (Enterprise Plan)

 

    • The full web build includes initial design and development based on agreed specifications.

    • Any additional features or changes beyond the initial specifications may incur additional charges.

6. WooCommerce Maintenance (Pro Plan)

 

    • WooCommerce maintenance includes regular updates, security checks, and performance optimization specifically for WooCommerce.

7. Billing and Payment

 

    • Payment is due monthly on the anniversary of your subscription start date.

    • Late payments may result in service suspension until the outstanding amount is settled.

8. Termination and Cancellation

You may cancel your subscription at any time outside of your 12-month commitment, with the cancellation taking effect at the end of the current billing cycle. If you cancel before completing your first 12 months, you will be required to settle the remaining balance equivalent to the remaining months left on your contract.

9. Transfer and Quality Assurance

 

    • When transferring an existing website to us, it will undergo quality assurance tests on our servers. If any malicious files or malware are detected, the website will need to be rebuilt on a clean database.

10. Limitation of Liability

 

    • We are not liable for any indirect, incidental, or consequential damages arising out of the use or inability to use our services.

11. General Terms

Subscription and Payment: Fees are due monthly in advance. In the event of a breach of contract, NEO reserves the right to require payment for the remaining term in advance. Failure to pay may result in service suspension.
Intellectual Property: Upon payment completion, clients own the website content provided. We retain rights to our codebase and tools.
Support: Helpdesk and chat support are available during business hours specified in your plan.
Termination: Either party may terminate the agreement with notice. Upon termination, clients are responsible for payment for completed work.

 

WEB DESIGN

 

### Website Build Fair Usage Policy

1. **Freestyle Content Drafts**:
  – Clients opting for our freestyle content service are entitled to a maximum of 8 drafts per project. These drafts are designed to refine your website and deliver a polished final product.
  – We guarantee that you won’t go live with anything less than great—our goal is always to present your brand in the best possible light.

2. **Design Timeline**:
  – The design phase should not exceed eight working days. However, if additional time is required to ensure specific functionalities are working correctly or if our team needs further training to implement them, there will be no extra charge.
  – Up to two days between reviews will be accepted for the homepage or any page with exceptional functionalities. This allows ample time for feedback and necessary revisions.

3. **Homepage as the Standard**:
  – Once the homepage is finalized, it sets the design and functionality standard for the rest of the website, which the back pages must follow.
  – Exceptions may be made for specialized pages, such as custom sales pages or feature presentations, which require unique design elements. These types of pages often take longer to develop and should be priced separately, outside the scope of a standard web build.

4. **Multiple Major Pages**:
  – If more than one major page (e.g., custom sales or feature presentation pages) is required, this must be communicated at the start of the project to ensure proper pricing and planning.

5. **Unlimited Maintenance Coverage**:
  – Any obvious issues or grammatical errors identified after final delivery are still covered under our unlimited maintenance policy. We ensure your content is accurate and professional, even after the draft phase.

6. **Additional Development Requests**:
  – Any development requests exceeding or altering the approved design after the draft limit has been reached will be deducted from your monthly development quota.

7. **Trust Your Developers**:
  – Our team is here to guide you with expert design and development advice. If we strongly advise against certain changes due to aesthetic, functional, or strategic concerns, it’s in the best interest of your brand and ours.
  – In cases where continued requests may compromise the design, your brand, or our reputation, we reserve the right to cease the contract. Should this occur, we will retain funds equivalent to the value of the web build to cover our work.

8. **Professional Integrity**:
  – Our reputation is built on delivering exceptional work. We encourage you to trust our expertise in design and development to ensure your website not only meets but exceeds expectations.

Contact Us

If you have any questions about these Terms, please contact us here.

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