Website Service Agreement

1. Appointment and Agreement

1.1 The Client appoints Find At Home Network (Pty) Ltd (“Find At Home”, “FAH”, “we”, “us”) to provide the website services described in this Agreement and the accepted quotation, invoice or scope of work.

1.2 The Client confirms that the person signing or accepting this Agreement is authorised to bind the Client.

1.3 The parties may sign or accept this Agreement electronically. Electronic communications and electronic signatures may have legal effect under South African law, subject to applicable statutory requirements.

2. Website Service Options and Scope

2.1 FAH offers Managed Website services and Build & Own Website Development Packages. The accepted quotation, invoice or scope of work confirms the Client’s selected service, final price, scope and project-specific deliverables.

2.2 The standard Managed Website service is R899 per month, has a 12-month minimum initial service term, and is intended for an ordinary service or business website of up to 5 standard pages. It includes the applicable managed technical environment and a Starter Find At Home Listing while the service remains active and the account is in good standing.

2.3 The standard Managed Online Ordering Website service is R1,499 per month, has a 12-month minimum initial service term, and includes up to 20 initial products, a product catalogue, cart, checkout, Direct EFT / bank transfer ordering, order numbers and notifications, collection and basic local delivery setup, the applicable managed technical environment, and a Starter Find At Home Listing while the service remains active and the account is in good standing.

2.4 The current standard Build & Own Website Development Packages are: Starter Presence — R11,900 for 1–4 pages; Business Growth — R17,900 for 5–8 pages; Online Ordering Website — R19,900 with the standard online-ordering scope stated in this Agreement and the accepted quotation; and Premium Digital Presence — from R27,900 for 9–15 pages or advanced custom website work.

2.5 Standard Build & Own Website Development Packages include a Premium Find At Home Listing for Year 1, unless the accepted quotation states otherwise.

2.6 Premium Digital Presence is an advanced/custom website package and does not by itself include advanced e-commerce, marketplace, subscription, courier, payment-gateway or other transactional functionality unless expressly included in writing.

2.7 Unless specifically included in writing, website services do not include custom software, complex booking systems, membership systems, marketplaces, subscriptions, advanced e-commerce, advanced shipping or logistics systems, payment-gateway integration, courier API integration, live courier rates, automatic waybills, paid advertising management, professional photography, legal drafting, custom APIs or unlimited content creation.

2.8 FAH may use templates, reusable components, WordPress, WooCommerce where appropriate, themes, plugins, code libraries and other tools to deliver the service efficiently. The Client is purchasing the agreed service and customer-specific website work, not exclusive ownership of FAH’s general methods, reusable systems or pre-existing tools.

2.9 Any additional page, product, feature, integration, redesign, change of direction or work outside the accepted scope may require a separate quotation or written variation.

3. Client Content and Responsibilities

3.1 The Client must provide accurate business information, approved wording or source information, logos, photographs, service or product details, prices, contact details, legal notices and other material reasonably required for the project.

3.2 The Client warrants that it owns, has permission to use, or is otherwise legally entitled to provide all material supplied to FAH. The Client remains responsible for the accuracy and legality of claims about its business, qualifications, prices, services and products.

3.3 For an Online Ordering Website, the Client is responsible for product descriptions, prices, availability, stock information, product images, fulfilment information, collection arrangements, delivery areas, delivery charges, refund or return information and any legally required customer-facing terms relating to the Client’s products or transactions.

3.4 FAH may help organise, edit or improve wording supplied by the Client, but the Client must review and approve the final factual content before launch.

3.5 Delays in providing content, product information, feedback, access credentials, approvals or payment may extend the estimated delivery date.

4. Project Timing

4.1 Most standard Website Development projects and initial Managed Website builds are targeted for completion within approximately 2–4 weeks after the required content, information, access and any payment due before commencement have been received. Online Ordering Websites or projects involving larger product catalogues, integrations or third-party dependencies may require additional time.

4.2 This is an estimate, not a guaranteed completion date. Timing may change because of project size, Client delays, revision cycles, product-data readiness, third-party services, technical issues or agreed scope changes.

4.3 If the Client is unresponsive for 30 consecutive days after FAH requests information, approval or payment, FAH may place the project on hold. Restarting an inactive project may require a revised schedule and, where material rework is required, an additional fee agreed in advance.

5. Revisions, Monthly Updates and Approval

5.1 Build & Own Website Development Packages include up to two consolidated revision rounds within the agreed project scope, unless the quotation states otherwise.

5.2 A revision round means one organised set of feedback supplied by the Client. Repeated piecemeal changes, new pages, additional products beyond scope, new functionality, major redesigns or a change of approved direction are not included merely because they are described as a “revision”.

5.3 The standard Managed Website service includes one standard written content-update request per calendar month after the initial website has been approved and launched. The request must be submitted through FAH’s designated recorded communication channel.

5.4 The scope of ongoing content or product updates for a Managed Online Ordering Website is determined by the applicable package description, quotation or written service arrangement. Initial inclusion of up to 20 products does not mean unlimited ongoing product entry, catalogue management or product administration.

5.5 A standard content update means reasonable changes to existing text, contact details, images or similar existing-page content. It does not include a new page, redesign, new functionality, new integration, custom development, substantial rewriting or a change to the overall approved website direction.

5.6 Unused monthly update requests do not accumulate or carry over. Additional or out-of-scope work may be separately quoted and will not be charged without a contractual basis or written approval.

5.7 Final approval may be given in writing, by email, WhatsApp or another recorded electronic communication. Launch following the Client’s express approval constitutes acceptance of the approved version, subject to correction of genuine defects within the agreed service scope.

6. Fees, Managed Service Term and Payment

6.1 The applicable fee and payment arrangement are stated in the accepted quotation or invoice.

6.2 The standard Managed Website service is R899 per month and the standard Managed Online Ordering Website service is R1,499 per month. Each has a minimum initial service term of 12 months unless a different written arrangement is expressly stated in the accepted quotation.

6.3 A Managed service is a continuing service and the monthly charge is not an instalment towards automatic ownership of the website or FAH’s managed infrastructure. During the minimum initial term, the monthly fee remains payable in accordance with the agreed billing schedule, subject to any non-waivable cancellation or consumer rights under applicable South African law.

6.4 If a Managed service continues after the initial 12-month term, it continues as a managed monthly service at the applicable agreed monthly rate unless the parties agree otherwise in writing or applicable law requires a different process.

6.5 Managed services do not automatically convert to the Annual Website Care Plan. Annual Website Care is intended primarily for eligible Build & Own Website Development clients unless FAH expressly agrees otherwise in writing.

6.6 For Build & Own Website Development Packages, where instalments are approved, the full project price must be paid within a maximum of three months from the agreed commencement/payment date, unless a shorter period is stated in the quotation.

6.7 FAH may require the first agreed payment before work begins and may link later instalments to project milestones or dates.

6.8 If an amount is overdue, FAH may pause work, withhold launch, suspend a Managed service, temporarily disable the website or included services, or withhold transfer/handover reasonably connected to the unpaid amount after giving the Client written notice and a reasonable opportunity to remedy the default, subject to applicable law.

6.9 The Client remains liable for approved work already completed and approved third-party costs already committed. No additional charge will be added without a contractual basis, accepted quotation, written variation, renewal or other lawful entitlement.

7. Online Ordering, Customer Payments and Orders

7.1 The standard Online Ordering service is intended to provide a controlled and straightforward ordering path: Product Catalogue → Cart → Checkout → Direct EFT / bank transfer → Order Confirmation → Collection or Basic Local Delivery.

7.2 Unless expressly agreed otherwise in writing, Direct EFT / bank transfer is the standard customer payment method for FAH Online Ordering Websites.

7.3 Customer order payments are made directly by the customer to the Client. FAH does not receive, hold, collect, settle or process customer order money and does not take a commission on customer orders.

7.4 FAH provides website and ordering-system infrastructure. FAH is not the seller or supplier of the Client’s products, is not the merchant in the Client-customer transaction, and does not become a party to the sale merely because FAH built, hosts or manages the website.

7.5 The Client is responsible for checking payment, accepting or rejecting orders where appropriate, communicating with customers, preparing orders, issuing any required business documentation, fulfilling orders, handling returns or refunds, and complying with laws applicable to its products and transactions.

7.6 An order number, automated email or website status is a technical website function and does not constitute a guarantee by FAH that payment has cleared, stock exists, delivery will occur or the Client has accepted the transaction.

7.7 FAH does not guarantee any number or value of orders, sales, customers, revenue or conversion rate.

8. Collection, Basic Local Delivery and Courier Services

8.1 Standard Online Ordering may include collection / pickup and basic local delivery setup. Basic local delivery setup may include defined local delivery areas, a fixed or flat delivery fee, and/or a simple free-delivery rule where technically suitable and included in the agreed scope.

8.2 FAH does not provide courier, transport or delivery services. The Client is responsible for actual collection arrangements, dispatch, delivery, packaging, fulfilment, delivery times, delivery charges and communication with its customers.

8.3 FAH does not apply for, open, negotiate, contract, administer or manage The Courier Guy or any other third-party courier account on behalf of the Client. Any courier account, contract, verification, billing and operational relationship is the Client’s responsibility.

8.4 Live courier rates, automatic waybills, courier bookings, collection systems, shipping APIs, courier plugins and other advanced logistics functionality are not included in the standard Online Ordering scope unless expressly agreed in writing.

8.5 If the Client already has a suitable courier account and requests an integration, FAH may first assess technical compatibility, third-party requirements and project scope. Any approved integration may require a separate quotation and remains subject to the courier provider’s systems, terms, availability and charges.

8.6 FAH is not responsible for loss, delay, damage, failed delivery, incorrect courier charges or other acts or omissions of an independent courier or delivery provider, except to the extent liability cannot lawfully be excluded.

9. Payment Gateways and Other Third-Party Transaction Services

9.1 A third-party online payment gateway is not required for the standard Direct EFT / bank-transfer Online Ordering setup.

9.2 FAH does not apply for, open, verify, contract, administer or manage a payment-gateway or merchant account on the Client’s behalf. The Client is responsible for its relationship with any bank, payment provider, merchant service or financial institution.

9.3 If the Client already has or independently obtains a suitable payment-gateway account and requests integration, FAH may assess compatibility, security, plugin/API requirements and scope before quoting separately where appropriate.

9.4 Payment-gateway approvals, fees, settlement times, chargebacks, fraud screening, account suspensions, transaction decisions and provider policies remain matters between the Client, customer and relevant third-party provider.

9.5 The Client must not place banking passwords, online-banking credentials, card details or other sensitive financial credentials in FAH’s ordinary website information forms or routine communications. FAH will arrange an appropriate technical process if authorised access is genuinely required.

10. Domain Name, Hosting, Access and Technical Administration

10.1 Domain, hosting and technical administration inclusions depend on the selected service and accepted quotation. Standard Build & Own packages may include a standard domain and managed hosting for Year 1 where stated. Managed services include the applicable managed technical environment while active.

10.2 For operational, security and support reasons, FAH may register, configure, host, administer and retain administrative control of WordPress, WooCommerce, hosting, DNS, Cloudflare, backups, plugins and related technical systems while FAH is responsible for managing the website.

10.3 Managed-service Clients are not automatically entitled to unrestricted administrator, hosting, server, DNS, Cloudflare or other technical credentials while the managed service is active.

10.4 The domain is intended for the Client’s business. Subject to full settlement of amounts lawfully due, registrar rules, verification requirements, applicable third-party charges and the termination/handover provisions of this Agreement, FAH will reasonably cooperate with an eligible Client-requested domain transfer or handover.

10.5 A transfer, migration, change of host, specialist export, website handover or work outside normal administration may attract a reasonable separate handover, migration or third-party fee where additional work or charges are required. FAH will disclose the applicable charge before separately chargeable work is performed.

10.6 Third-party registrars, hosting providers, DNS providers and internet infrastructure remain outside FAH’s direct control. FAH cannot guarantee uninterrupted availability of those services.

11. Security, SSL, Cloudflare and Backups

11.1 Where included, FAH will configure reasonable website security measures such as SSL, managed hosting protections, backups and Cloudflare or comparable services where appropriate.

11.2 These measures are intended to help protect connections, reduce unwanted or malicious traffic, improve resilience and support website performance. They do not make a website invulnerable.

11.3 No website, hosting platform, ordering system, security service, backup system or internet service can be guaranteed to be completely immune from hacking, malware, fraud, data loss, downtime, third-party outages or new security threats.

11.4 The Client must keep credentials supplied to it secure and notify FAH promptly if compromise is suspected.

12. Search Visibility, Performance and Business Results

12.1 FAH may provide basic SEO, local-search, Search Console, performance or Google Business Profile work where included in the package.

12.2 FAH does not guarantee a number-one Google ranking, a specific search position, traffic level, enquiry volume, order volume, customer count, revenue or sales.

12.3 Search engines, social platforms and third-party services control their own algorithms and policies and may change them without notice.

12.4 FAH’s obligation is to provide the agreed professional website and reasonable included optimisation work, not to guarantee a commercial outcome.

13. Find At Home Listing Benefits

13.1 Standard Build & Own Website Development Packages include a Premium Find At Home Listing for Year 1 for the Client’s applicable listing category, unless the accepted quotation states otherwise. The Listing remains subject to FAH’s Listing Service Agreement, platform rules and verification requirements.

13.2 Managed Website and Managed Online Ordering Website services include a Starter Find At Home Listing while the applicable Managed service remains active and the account is in good standing.

13.3 If a Managed service ends, the included Starter Listing benefit also ends at the end of the applicable paid service period unless the Client separately purchases or renews a Find At Home Listing.

13.4 An included Listing creates an additional discovery and contact path; it does not guarantee enquiries, orders or sales.

13.5 After the included Year 1 period for a Build & Own Website Development Package, continued Listing benefits depend on the applicable Listing renewal, Website Care arrangement or other written renewal.

14. Managed Ongoing Service and Build & Own Website Care

14.1 For a Managed Website or Managed Online Ordering Website, ongoing hosting, ordinary technical administration and the included service elements continue while the monthly service remains active and paid. The monthly service is not Annual Website Care.

14.2 For Build & Own Website Development Packages, Year 1 includes only the care items expressly stated in the quotation or current package description, which may include managed hosting, SSL, backups, essential WordPress/plugin updates, security monitoring and reasonable technical support.

14.3 Year 1 care does not mean unlimited redesign, unlimited content or product changes, new pages, new features, new integrations, emergency support for unrelated third-party systems or work outside the agreed care scope.

14.4 From Year 2, an eligible Build & Own client may continue FAH management under the then-applicable Annual Website Care Plan or another written renewal arrangement. The current Annual Website Care Plan starts from R5,995 per year, with final renewal price depending on website scope and the applicable renewal arrangement.

14.5 Annual Website Care is a managed care service rather than hosting alone. Its final inclusions and renewal pricing are those stated in the applicable renewal offer or quotation and may change for future periods.

15. Intellectual Property, Website Rights and Handover

15.1 For a Build & Own Website Development Package, after the project fee has been paid in full, the Client receives rights to the final customer-specific website content and design work created specifically for the Client, subject to this clause and applicable third-party licences.

15.2 A Managed Website or Managed Online Ordering Website is supplied as an ongoing managed service. Monthly service fees do not by themselves transfer ownership of FAH’s hosting environment, reusable templates, licences, systems, technical configuration, reusable code or management infrastructure.

15.3 After completion of the minimum initial Managed service term, a Client wishing to leave may request an orderly handover, migration or transfer. Practical handover depends on website configuration, third-party licensing, domain status, account settlement and destination environment. Reasonable handover, migration and third-party costs may apply and will be disclosed before separately chargeable work is performed.

15.4 FAH retains ownership of its pre-existing materials, know-how, templates, reusable code, systems, processes and generic components.

15.5 WordPress, WooCommerce, themes, plugins, fonts, stock media, APIs, Cloudflare, hosting platforms, courier systems, payment services and other third-party materials remain subject to their respective owners’ licences and terms.

15.6 Unless the Client asks us in writing not to, FAH may identify the completed website in its portfolio and may state that FAH designed or developed it, provided confidential information is not disclosed.

16. Personal Information and Customer Data

16.1 Each party must handle personal information in accordance with applicable South African data-protection law, including POPIA where applicable.

16.2 Where FAH processes personal information on the Client’s behalf for hosting, forms, ordering functionality, support or website administration, FAH will use it only as reasonably necessary to provide the agreed service, subject to applicable law and third-party infrastructure.

16.3 The Client is responsible for the lawful collection and use of personal information through its website, including customer/order information, the accuracy of its privacy notices, marketing permissions, retention practices and business processes. FAH may provide technical implementation but does not replace the Client’s own legal compliance obligations.

16.4 The Client must use customer and order information only for lawful business purposes and must take reasonable measures to protect any customer information accessible to it.

17. Third-Party Services

17.1 The website may rely on third-party services such as hosting, domain registrars, WordPress, WooCommerce, plugins, maps, email delivery, analytics, Google services, WhatsApp, Cloudflare, courier services or payment providers.

17.2 Third-party pricing, availability, features, licence terms and policies can change. If a third-party service becomes unavailable or materially changes, FAH may propose a reasonable alternative or scope adjustment.

17.3 FAH is not responsible for a third party’s independent outage, suspension, policy decision, transaction decision or security failure, but will provide reasonable assistance within the agreed support scope.

17.4 Third-party subscription, transaction, courier, gateway, plugin, API or licence fees are not included unless expressly stated in the accepted quotation or written scope.

18. Customer Transactions, Complaints, Returns and Disputes

18.1 The Client, not FAH, is responsible for its products and services and for its relationship with customers who place orders through the Client’s website.

18.2 Customer questions, complaints, cancellations, refunds, returns, warranties, product defects, stock issues, delivery disputes and transaction disputes are to be handled by the Client in accordance with applicable law and the Client’s own customer terms.

18.3 FAH may provide reasonable technical assistance where an issue concerns the operation of the website itself, but FAH does not adjudicate commercial disputes between the Client and its customers and does not assume the Client’s obligations as supplier.

18.4 Nothing in this Agreement is intended to restrict any rights a customer, consumer or Client may have that cannot lawfully be excluded.

19. Cancellation, Suspension and Termination

19.1 A Client may request cancellation in writing. For a Build & Own Website Development project, financial consequences depend on work completed, non-refundable third-party costs already incurred, the agreed project stage and any rights that apply under the Consumer Protection Act or other applicable law.

19.2 Managed Website and Managed Online Ordering Website services each have a minimum initial term of 12 months. A request to end a Managed service during that initial term will be dealt with in accordance with the accepted quotation, this Agreement and applicable South African law, including any non-waivable consumer cancellation rights that may apply.

19.3 After the minimum initial Managed service term has been completed, the Client may request termination of the continuing service in writing. FAH will confirm the effective end date, any amount lawfully due and available handover, migration or domain-transfer options.

19.4 On termination of a Managed service, FAH may discontinue hosting, management, updates, ordering functionality where applicable, and the included Starter Find At Home Listing after the applicable paid service period ends, subject to any agreed handover arrangement and applicable law.

19.5 FAH may terminate or suspend the Agreement for material breach, unlawful content or products, abusive conduct, non-payment, security risk, fraud risk or use of the website for unlawful or prohibited activity, after reasonable notice where appropriate.

19.6 On termination, amounts lawfully due for services already provided, approved work and approved third-party commitments remain payable, subject to applicable consumer law.

19.7 Nothing in this Agreement is intended to remove or waive a right that cannot lawfully be excluded under the Consumer Protection Act or other applicable legislation.

20. Liability and Fair Allocation of Risk

20.1 FAH will perform the services with reasonable care and skill.

20.2 To the extent permitted by law, FAH is not liable for indirect or consequential loss, lost profits, lost opportunities or loss caused by Client-supplied content or product information, Client instructions, unauthorised Client changes, third-party outages, courier failures, payment-provider decisions, customer non-payment, chargebacks, fraud, search-engine decisions, cyber-attacks despite reasonable protections, or events beyond FAH’s reasonable control.

20.3 Any limitation or exclusion in this Agreement applies only to the extent permitted by South African law and does not exclude liability that cannot lawfully be excluded.

20.4 The Client indemnifies FAH against third-party claims arising from material, products, claims or instructions the Client supplied or instructed FAH to publish where the claim results from the Client lacking rights, authority or legal entitlement, or from unlawful or materially false Client-provided content, except to the extent caused by FAH’s own unlawful conduct.

21. Notices and Electronic Communications

21.1 Project notices, approvals, change requests and ordinary communications may be sent by email, WhatsApp or another agreed recorded electronic channel.

21.2 Each party must keep its contact details reasonably current.

21.3 Formal legal notices may be sent to the addresses stated in this Agreement, quotation, invoice or other written company details, subject to any mandatory legal requirements.

22. General

22.1 This Agreement, the accepted quotation/scope, applicable written variations and any incorporated FAH service terms form the agreement for the Website Project.

22.2 A change to project scope, price or a material contractual term should be recorded in writing.

22.3 If a provision is invalid or unenforceable, the remaining provisions continue to apply to the extent legally possible.

22.4 A failure to enforce a right immediately does not automatically waive that right.

22.5 This Agreement is governed by the laws of the Republic of South Africa.

22.6 The parties should first try in good faith to resolve a dispute directly. This does not prevent either party from using a court, regulator, consumer forum or other remedy available under applicable law.

23. Project Particulars and Acceptance

23.1 By signing, electronically accepting, paying in accordance with an accepted quotation/invoice, or otherwise expressly accepting the applicable service in a recorded manner, the parties confirm that this Agreement applies together with the applicable quotation, invoice and/or scope of work, subject to applicable law.

23.2 Where a quotation, invoice or written scope contains a project-specific provision that differs from a general operational detail in this Agreement, the project-specific written provision applies to that project to the extent of the stated difference, subject always to applicable law.