The payment of a deposit and/or the use or continued use of Sites n Stores' services signifies acceptance of these terms and conditions.
Delivery of Service
Sites n Stores is agreeing to complete the work as described in any Ballpark Quote and/or Scope of Work and/or Technical Addendum and/or Digital Maintenance Sales Quote that may be provided to you. Please refer to those documents to understand the product you are purchasing and to ensure that it suits your needs. You should also refer to the examples that Sites n Stores has provided to you of other sites that Sites n Stores has designed which fall within your budget level so that you fully understand the product that you will be receiving. It is your responsibility to ensure you are aware of and are familiar with the full specifications and functionality of the product that you are purchasing and accordingly you are responsible for ensuring that you obtain from Sites n Stores any of the above referred to documents that are necessary for you to understand these matters.
You must understand the functionality of the product that you are purchasing as changes to the standard functionality may incur additional costs.
Cost of Additional and Ad Hoc Work
In the majority of cases, Sites n Stores will quote work in Maintenance Units. The current cost of one Maintenance Unit is $197 + GST.
Sites n Stores has the right to amend the cost of a Maintenance Unit.
In instances where Sites n Stores deems Maintenance Units inapplicable, an hourly rate will apply.
Sites n Stores' current hourly rate is $300 + GST. Depending on the type of work being undertaken, Sites n Stores may insist upon a minimum number of hours that must be purchased.
Client Responsibilities and Obligations
You must follow all instructions provided by Sites n Stores and provide to Sites n Stores, in a timely manner, all information and materials requested by Sites n Stores.
All content must be provided in the format specified by Sites n Stores. Please note that excessive, unclear, or unreasonable instructions, or links to content on other third party sites for retrieval will not be accepted.
The instructions provided by Sites n Stores as to information and materials that you are to supply are designed to ensure your site is completed on time and within the specifications agreed upon. Noncompliance with these instructions will cause delays in delivery of your product and may result in you incurring additional costs.
At times Sites n Stores may request domain name and hosting information from you. Once this information is received by Sites n Stores, Sites n Stores may re-delegate or migrate the registration of the domain name so that it points at Sites n Stores' servers or replace or delete files on your hosting account as needed in order to complete your project. You authorise Sites n Stores to undertake these steps. Such activities may cause disruptions to your existing website, email and other services. If you have any special instructions or requirements regarding this, please advise Sites n Stores immediately. It is Sites n Stores policy that any domains relating to websites managed by Sites n Stores are registered through Sites n Stores. Accounts with domain names relating to their website built by Sites n Stores that are not registered with Sites n Stores will incur a $5+GST per month surcharge for the additional administration required on these accounts.
Sites n Stores will request feedback and changes at certain stages of undertaking the process of building your site. These changes must be provided in the format required by Sites n Stores, and all changes must be contained within one email. Sending excessive or multiple emails may cause detail to be missed and may result in you incurring additional charges.
Once your site is handed over to you, any further work or changes will result in you incurring additional costs. It is your responsibility to check that the site is to your satisfaction prior to handover. Once the site is made live, you must check any functionality (e.g. checkout and payment processes) to ensure your site visitors experience the site the way you intend.
If you are expecting or experiencing any large spikes in your web traffic, you must inform Sites n Stores as soon as practicable so that Sites n Stores can assess any potential impact on its infrastructure and other clients. Any conduct that endangers the web hosting services provided by Sites n Stores to other clients will result in your site being suspended. This includes, but is not limited to, undertaking activities such as mass mail outs which can cause disruption to Sites n Stores' server(s) or mass social media marketing.
Email Hosting & Setup
Sites n Stores reserves the right to make adjustments to the location of any hosted emails and this may be done without notice. Any additional costs pertaining to any change in email hosting will be communicated in writing with 28 days’ notice and applied to your account. Sites n Stores may choose a 3rd party hosting solution on your behalf. Sites n Stores reserves the right to suspend or cancel email hosting provision at its sole discretion. Sites n Stores does not accept any responsibility for lost emails (included but not limited to during migration, day to day business or email back up) and you are responsible for backing up emails on a regular basis. If hosted by a 3rd party (including, but not limited to Zoho Mail, Yahoo! Mail, Google Mail or, Microsoft Office 365) Sites n Stores has no control over the up time, usage polices and reliability of the third party chosen. It is your responsibility to be aware of the usage polices of any 3rd party provider and adjust your usage accordingly.
You accept that the costs of email hosting may change each 28 day period pertaining to the usage for that payment period. The variables affecting the cost of the email service include the number of accounts set up (whether or not they are in use), the storage per email account (measured by the number of Gigabytes on the highest use email account) and the 3rd party (whether chosen by you or Sites n Stores) chosen. If charges have not been applied to your account previously based on any of the aforementioned variables, Sites n Stores may set up a new direct debit schedule, or add the relevant payment to an existing schedule.
Where agreed and paid for, Sites n Stores will provide you with hosted email. This does not include any additional assistance or set up with 3rd party email applications. You acknowledge that it is your responsibility to set up email(s) on your desktop computer, laptop, smartphone, or any other device necessary for your business use. You are aware that it is not the responsibility of Sites n Stores' technical department to perform email set-up for you, and that you will be provided with the required details to do this yourself.
If you encounter problems after attempting email set-up, you agree to engage Sites n Stores' technical department at the cost of 1 Unit. You understand that while Sites n Stores' technical department will take all reasonable measures to troubleshoot, there is no guarantee that this will resolve your email set-up issues if the problem is beyond control of the technical department (e.g. if the client cannot enter the settings correctly).
At all times during the build process you agree to communicate with Sites n Stores as per the instructions in these Terms and Conditions. This includes providing all changes and feedback in one email.
If Sites n Stores is unable to contact you for a period of 14 days or more, or does not receive useful instruction from you for a period of 14 days, Sites n Stores may take any of the following courses of action:
- Your project may be moved to the next stage
- Your project may be deemed completed
- Your project may be deemed abandoned by you
It is at the sole discretion of Sites n Stores whether a project will be moved to the next stage, deemed completed, or deemed abandoned.
Whenever a project is completed, suspended, or ended (including via abandonment), then your final payment will be due and payable immediately to Sites n Stores.
In any instance where a project cannot be completed within 90 days, for whatever reason, Sites n Stores has the right to declare the project abandoned.
Project Non Completion
You acknowledge that, in the event that Sites n Stores cannot complete the development of your site due to difficulties in executing the proposed services (which may be due to either project issues or client difficulties) then Sites n Stores may, by written notice to you, terminate its agreement with you, at which time Sites n Stores shall, at their sole discretion, either refund to you any monies paid by you or shall provide to you any work completed by Sites n Stores and paid for by you.
Intellectual Property Rights
You warrant to Sites n Stores that any and all information and material provided to Sites n Stores by you or by any one on your behalf does not infringe the copyright or other intellectual property rights of any third party and you indemnify Sites n Stores against any action taken against Sites n Stores by any such third party.
You accept responsibility for all information and material provided to Sites n Stores or uploaded to your site by Sites n Stores or yourself, and you indemnify Sites n Stores against any liability in relation thereto. Specifically, you undertake that you will not publish, distribute or issue any information that is illegal or offensive, including copyrighted materials.
Breach or alleged breach of a third party's intellectual property rights or other rights may result in your site being suspended and action being taken against you.
Sites n Stores reserves the right to refuse any material of a copyrighted nature unless adequate proof is given of permission to use such material.
All intellectual property rights (including rights in relation to patents, trademarks, moral rights, service marks, rights in design, database rights, application for any of these rights, copyright, trade or business names or other similar rights or obligations whether they are able to be registered or not in any country) in respect of any proprietary software owned or used by Sites n Stores in the creation of your site or which are created (either now or in the future) by Sites n Stores, or which result from the engagement of Sites n Stores to create your site shall remain the property of Sites n Stores. This includes specifically all copyright in any design, code or document created or any discoveries made in the course of the creation of your site, which shall, upon creation, vest in and be the exclusive right and property of Sites n Stores. Upon payment in full of all monies owing to Sites n Stores, you shall be granted a license to use all such intellectual property however you acknowledge that the license does not constitute an assignment of any such intellectual property rights in any proprietary software either owned or used by Sites n Stores.
Non-Solicitation of Employees
You agree that you must not directly or indirectly solicit, attempt to solicit or seek to entice away from Sites n Stores any employee of Sites n Stores.
Sites n Stores estimates that your site can be created in under 28 days, unless otherwise specified prior to commencing or during the project.
The above time frame is an estimation only and projects can be delayed by a number of factors including (but not limited to) non-compliance by you with the instructions to or requests from Sites n Stores, incorrect content being supplied to Sites n Stores and Sites n Stores being unable to contact you for prolonged periods of time. You must ensure that Sites n Stores have accurate contact details for you.
You must make every effort to follow the instructions provided by Sites n Stores and provide the required information to Sites n Stores in order to facilitate delivery times and correct specifications.
Delays in providing the required information to Sites n Stores may result in delays in product delivery and also may result in you incurring additional charges for administration time.
Sites n Stores will make all reasonable efforts to provide the product by the estimated date but do not accept liability for any costs incurred, loss or damage (including consequential loss or damage) compensation or loss of earnings due to any failure to meet agreed deadlines.
In order to enable Sites n Stores to complete your project within a reasonable time frame, Sites n Stores may move your site to the next stage of development in circumstances where:
- Sites n Stores does not receive any feedback or changes from you within 14 days of such items being requested; or
- Sites n Stores does not receive your content within 14 days of it being requested.
Sites n Stores, in its sole discretion, reserves the right to develop your site without first receiving your progress payment in the event that Sites n Stores does not receive your content within 14 days of having requested it. If Sites n Stores elects to build your site without first receiving content from you, standard template content will be used which can be changed by yourself using the Content Management System once the site is handed over to you.
In the event that Sites n Stores does not receive any final changes to be made to the site from you within 14 days of having requested such details from you, then Sites n Stores reserves the right to hand over your site to you, at which time your final payment will become immediately due and payable.
Variance of 28 day Timelines
Requests to "Go Slow" are available at an extra rate of $50+GST per 28 days. An email needs to be approved and returned to Sites n Stores stating that "you desire to go slow and do not hold Sites n Stores accountable for project non-completion and timelines". All other Terms and Conditions apply. (ie. For Example site paid in full within 56 days). Sites n Stores are also able, at their sole discretion, to move sites into a “Go Slow” status if sites have taken more than 28 days to complete and the additional “Go Slow” rate of $50 + GST per 28 days will be applied to the account.
Any site not finished and "Paid in Full" will pay $50+GST/28 days until handover or cancellation of the Website/Online Store.
Requests to "Go Fast" are available at an extra rate of $500+GST, $1,000+GST & $2,000+GST as a once off for the website to be finished within 21, 14 or 7 days. All fees are non-refundable and completion of work is dependent on you actively responding when required. All "Go Fast" clients need to purchase an "Unlimited Changes" product for a minimum of 1 unit per 28 days. Your direct debit will automatically be amended by $50+GST if your site build time runs over 56 days.
Content, Design and Product Restrictions
Each product has certain design and functionality restrictions. It is your responsibility to understand these restrictions prior to commencing any project. You should discuss any queries you may have with your consultant and also refer to the examples Sites n Stores has provided to you which fall within your budget range, and refer to any documentation that Sites n Stores has provided to you.
During various stages of the design process Sites n Stores will request from you certain information and content. You should ensure that the information and content that you provide to Sites n Stores is correct and is your final version. Sites n Stores cannot accept any revised content once you have submitted your content. Any revisions to content may result in you incurring additional costs.
Where "pages" of content are specified, a "Page" consists of up to 1 A4 page of text size 13 and up to 5 images. If you require more content than this on any one page, you should advise Sites n Stores accordingly so that Sites n Stores can provide you with a quote for the extra content.
Where a gallery of images is used, up to 20 images can be entered by Sites n Stores for you. Additional images may incur additional costs. You should note that a gallery counts as 1 page.
When Sites n Stores provide you with design layouts for approval, these design layouts represent the suggested design for the home page of the site. You must understand that the inner pages of the site will follow a simpler design as there is more information to be presented. You should ensure that you ask your consultant for more information if you are unclear on this.
Sites n Stores uses the content in the form that is provided to Sites n Stores by you and does not conduct spelling or grammar checks. Sites n Stores will not write your content for you unless you have requested that this be provided as a separate service which will incur additional costs. You are solely responsible for the content of the site and accordingly Sites n Stores will treat the submitted content as the final version of that content. In most cases, if you find you have errors in your submitted content, you are able to change your content through the Content Management System if there is one attached to your site. There will be instances in which this is not possible and you may need to pay Sites n Stores to make any amendments for you.
Sites n Stores include a set number of rounds of changes during its Digital Build process. The standard number of rounds of changes is 3. Any extra changes required by you may incur additional costs and such extra changes can be purchased during the Digital Build process. Sites n Stores accepts no responsibility for ensuring that such changes are error free.
Changes must be submitted in one email. Each email received (where the changes fall within the scope of the project) is considered one round of changes. In the event that Sites n Stores makes any mistakes or omissions in implementing the changes that you have requested, Sites n Stores will rectify this at its own expense.
Please ensure that you limit your changes to comply with the agreed specifications. Failure to do this may result in you incurring additional costs.
Sites n Stores may include a link to its own website at the footer of your site and, where such link is so included, you must not take any steps to remove this link. Sites n Stores reserves the right to change any such links from time to time.
Maximum Product Numbers
Any site build or rebuild purchased from Sites n Stores includes the uploading of a set number of products for you. Depending on which product you purchase, this number will vary.
Any additional work will be independently quoted in all cases.
Before proceeding with a site build, make sure you receive an independent quote regarding the uploading of your products.
If your current site has more than 10 products, you may incur additional costs. The cost of this will be provided to you, and must be paid in full before any work commences. This cost will be calculated based on the product you’ve purchased, the number of products, the software being used for both your old and new site, and any additional functionality (i.e. product options).
It is your responsibility to make sure this has been quoted properly. Sites n Stores bears no responsibility for this not being discovered earlier. The uploading of additional products beyond the agreed scope of work will always require payment.
If a client cannot afford the price point of Sites n Stores products, Sites n Stores may, at its own discretion, offer the ability to build a website or online store through its Self-Serve Sites brand. Prices for these websites typically range from $400 + GST through to $1697 +GST. At its own discretion, Self-Serve Sites may amend these price points in the course of discussion with you.
All websites built through Self-Serve Sites are built using a templated, third-party software (including, but not limited to, Duda Incorporated). These websites will not be built on WordPress unless otherwise specified.
If, for whatever reason, the relationship between yourself and Self-Serve Sites comes to an end, you will be provided with all of the source code for any sites you have built with Self-Serve Sites.
You will not have access to a content management system via this source code.
You will need to organise your own web developer to recreate a site for you using the supplied source code. We cannot help you to find a web developer and do not offer this service. Sites n Stores and Self-Serve Sites are not liable for this cost, and will not be able to help you with the migration, recreation, or management of your site once the source code has been provided to you.
Sites n Stores reserves the right to add tracking codes to your site for remarketing on the Google network, Facebook and other social media platforms. This also includes the links that are added to the footer of the site, highlighting that the site has been designed and built by Sites n Stores.
The Unlimited Changes service is not designed to replace a full time web developer, our service is designed to suit the changes needed for small to medium businesses. Use common sense when submitting requests and consider the scope of your requests. If we find that your requests are outside the package limitations, you are abusing the service or our staff, we reserve the right to cancel your service.
While we can accept unlimited requests for changes, the speed and output volume of our service will depend on many factors; these include but are not limited to request volume and request complexity. Normally any request sent to us by 5pm AEST (Mon-Fri) will be lined up for work within the next 72 hours.
When your package level entitles you to multiple emails per 4 weeks, be aware we will need to complete one round of changes (the changes included in one email) before moving onto the next.
Your package level determines the number emails you may send in a given 4 week period. The complexity and number of changes must be in line with the spirit and purpose of the product.
To avoid confusion each client must send all their Unlimited Changes' emails from one email address. This email address must be from the main account holder; any other emails will not be accepted or acted upon.
While we aim for a turnaround of 72 hours (excluding weekends and public holidays) on all requests, this timeline can be extended due to the previously mentioned factors. We will work to accommodate any priority items when they are identified to us as such. But we suggest that any time sensitive requests should not be sent to us through this service without prior consultation.
Clients are entitled to send as many emails (that include an unlimited amount of changes) as their package level allows every 28 days. The package email limit does not carry over into the next 28 day period. So, if fewer emails are sent in one 28 day period than the client is entitled to, they cannot send more in the next 28 day period.
In the event that you decide to cancel your Unlimited Changes Package, you acknowledge that any changes and any outstanding changes will not be completed.
You are expected to test fully any application or programming relating to the site developed by Sites n Stores for you before making such site generally available for use. Where "bugs", errors or other issues are found after the site is live, Sites n Stores shall endeavour (but is not obliged to) to correct these issues to meet the standards of function outlined in these terms and conditions.
Influence of Government and Large Organisations
As a Sites n Stores client, you authorise us to make changes and add products we deem necessary to keep you compliant, secure, and online.
Organisations such as (but not limited to) state government, federal government, PayPal, and Google may necessitate changes in the way businesses operate online.
Wherever new products are required, these will be added to your direct debit as monthly schedules at a fair and reasonable cost.
Speed and Security
Speed and Security is billed every 28 days at $20 + GST.
This product is applied to all websites and online stores hosted by Sites n Stores.
To provide service, Sites n Stores uses software and assistance from third parties including, but not limited to, Cloudflare, AWS, Server Surgeon.
Fees and Payment Terms
The total cost of your project and any fees are set out in the quote provided to you by Sites n Stores, the scope of work and any Digital Maintenance Sales quotes that may be provided to you by Sites n Stores from time to time. Details regarding costs can also be obtained from your sales consultant by request. You must ensure that you are aware of any costs and ongoing fees before you elect to proceed.
Sites n Stores defines a “month” as a four week period consisting of 28 days.
The finalisation of any alterations to direct debit schedules and details may take up to 30 days from the date of the agreement.
Any 28 days fees attached to your project must be paid in full in order to ensure your service continuity. Your site may be suspended or discontinued if your fees fall overdue outside of Sites n Stores payment terms, and Sites n Stores reserves the right to take action against you in such instances.
Your initial website consultations are included in your quoted project cost and form part of your deposit. If you do not decide to proceed with Sites n Stores, you will not be liable for this cost.
Sites n Stores' has two standard payment terms for any project as follows:
- 100% upfront payment required to start the project, plus first monthly charge
- A non-refundable deposit and subsequent instalments, as outlined in the Scope document.
Your 28 days 3S (Server, Storage & Support) charge commences immediately after you pay the deposit.
Sites n Stores requires final payment before Sites n Stores will make your site live.
3S (Server, Storage & Support) fees and other 28 days fees are to be paid by way of 28 days direct debit. Your 28 days fees will start on the date on which you have paid the upfront deposit.
Please note that a Direct Debit Dishonour Fee of $30+GST applies to your account whenever a direct debit transaction is dishonoured.
You agree that Sites n Stores has the right to attempt to deduct any and all declined direct debit payments from your account in the event of a declined transaction.
Any extras requested during the process shall be added to the total project costs and will be payable at the stages outlined above. Please note that extras outside your product specifications will incur additional charges which Sites n Stores will inform you of before proceeding.
If you require Sites n Stores to make changes to your site after your site is handed over to you, you will be required to pay for this work in accordance with Sites n Stores' standard prices as quoted. All work must be paid for upfront and will be quoted for on request.
If Sites n Stores has difficulties contacting you for prolonged periods of time or does not receive required feedback or information from you, you may incur additional charges and delays in delivery of your project. If you are uncontactable for more than 14 days, Sites n Stores may suspend your project indefinitely or end your project without further notice to you. If your project is suspended or ended, then your final payment will be due and payable immediately to Sites n Stores. To resume your project you will need to pay 1 unit for re-instatement and the decision regarding whether the project will be resumed shall rest solely with Sites n Stores.
If you wish to take your site and host elsewhere, you will need to pay Sites n Stores a license transfer fee of 3 units. Once provided to you, it is your responsibility to find a capable host. Please discuss this with your consultant should you be unclear.
You can apply to Sites n Stores to have your project on hold if your circumstances change, in which case you may be required to make the next payment due and then the project will be placed on hold for a period determined by Sites n Stores. Applications will be assessed on individual merits and if approved will be for a finite period determined by Sites n Stores. You will not be charged any additional costs to resume your project in these circumstances. Monthly charges are still due during the project on-hold period, full fees will still be due on the 56th day.
Please note that paying the deposit on any project shall signify your agreement and commitment to complete the project with Sites n Stores and your agreement to make full payment to Sites n Stores. Payment in full of the total project costs will be required in the event that you do not wish to proceed with your project after such time as you have paid your deposit and you are outside the refund period.
You shall remain liable for all fees incurred by Sites n Stores during any period when your site has been suspended or discontinued due to your failure to comply with these terms and conditions. In addition, you must pay all costs in full without any offset, counter claim or deduction unless first agreed to in writing by Sites n Stores.
Please note that interest at the rate of 10% of your site build contract shall be charged on any amounts outstanding in excess of Sites n Stores payment terms from time to time. Additionally if your site is not live and your direct debit form remains unreturned to Sites n Stores 56 days after handover has occurred, a license transfer fee of 3 units will be charged to hand over all your site files which are then deleted from the Sites n Stores server.
If accounts are not settled and Sites n Stores have not been contacted regarding the delay, access to your site may be denied and the web page may be removed.
You authorise Sites n Stores to process outstanding fees via Direct Debit account details held on file by Bill Buddy, on an ad hoc basis. We will notify you in writing of outstanding fees on an ad hoc basis.
A 3% increase will be applied to your monthly 3S (Server, Storage & Support)/CMS/Marketing charges in the month of July each year for the year ahead.
Sites n Stores reserves the right to adjust the minimum monthly charges required in order to continue to engage with their service. Sites n Stores will inform you of these changes in writing, via email, 28 days prior to any such adjustment.
Direct Debit Transaction Fees
Please note the 28 day Direct Debit(s) incur a transaction fee of $1.98 per transaction. Credit Card/Direct Debit will incur an additional 2.2% for MasterCard & Visa Card. Amex & Diners Club are charged at 4.4%. Fees are subject to change.
Credit/Debit and Charge Card Transaction Fees
All Credit Cards will incur a transaction fee of an additional 2% for MasterCard and Visa, AMEX at 4% (when available).
Annual Administration Fee
An administration fee of $200+GST will be charged over the course of the year which will be broken into 4 separate payments of $50+GST.
The fee covers the multiple services offered by our team.
The fee will be deducted automatically from your direct debit account during the months of March, June, September and December for 3 months in advance (i.e. – fee in December will cover period between January to March, fee in March will cover the period between April to June).
Any increase to the administration fee may be applied retrospectively. This annual administration fee is non-refundable in any circumstance.
Change of Ownership
In the event of a change of ownership of your business, you agree to follow the established change of ownership process used by Sites n Stores. This process will require the involvement of both the departing and entering parties.
The change of ownership process cannot be completed until both parties have returned all specified documentation. Additionally, any alterations to billing as a result of a change of ownership are subject to a 30 day notice period.
Cancellation of Services
Our cancellation form can be downloaded by clicking here.
A cancellation fee of $100+GST is charged per product cancelled, Website/Online Store or 28 days product. This will be added to your direct debit.
If the direct debit is cancelled by the client without full and proper completion of the cancellation process, Sites n Stores reserves the right to engage a debt collector, at your expense, to recover any costs.
Refunds shall only be provided for Website Build Projects within 24 hours of payment of your deposit on the condition that you have not returned any of the required information to Sites n Stores and on the condition that Sites n Stores has not commenced any work on your project.
An administration fee of 1 unit will apply to all refunds.
As a client, you agree to use the internal dispute resolution of Sites n Stores before exploring other options.
Sites n Stores will always make a reasonable effort to resolve any dispute with a client, and has an established process for doing so.
If a client refuses to enter into this process, Sites n Stores reserves the right to take legal action against you. Any costs associated with this action will be recuperated from the opposing party.
If the client disputes one or more of their payments to Sites n Stores with their bank, Sites n Stores reserves the right to suspend all services provided indefinitely. Any resumption of services will be at the discretion of Sites n Stores, once an outcome has been reached.
Automatic Renewal of Domain Names
In the event that you have elected to pay for services provided by Sites n Stores by way of direct debit, then any domain names registered for you by Sites n Stores shall be automatically renewed in advance of the required renewal date and the cost of such domain name renewal shall be added to the direct debit payment for that month. The current cost of $127 + GST for two years is subject to change without notice.
Third Party Policies
Sites n Stores reserves the right to change 28 day payments in accordance with changes in third party policies, costs or service requirements. i.e. PayPal, SSL, etc.
Access Levels and Contacting Sites n Stores:
Hours of Operation
Sites n Stores defines a working day as 9am – 5pm Australian Eastern Standard Time, Monday to Friday (excluding public holiday). Any contact made outside of the stated periods will be deemed as emergency contact, and may be charged for if not included in your monthly payment.
During your site build
During your site build and prior to the handover of the website you will be given a local number to contact the site build management team.
The local numbers provided for the site build management team are to be used exclusively by customers who are working with us to complete a website build. Once the site is handed over these local numbers must not be used.
Once your site is handed over Sites n Stores provides varying access levels for contact.
Included in your monthly charge is a standard access level. This will provide you access to the Customer Service team via email and a 1300 number. You must use the email address and phone number provided to you and you must always ask for the person you wish to speak to directly. To reduce your costs, Sites n Stores use an outsourced call centre. The call centre is based in Australia and relays the messages to Sites n Stores instantly. You should inform the call centre of who you wish to speak to when asked so that your message gets to the right person the first time and so that there are no delays in passing on your message. When calls are returned, Sites n Stores personnel will do so during business hours.
Membership of The Digital Lounge gives you access to the Customer Service team via email and direct local numbers. These numbers will be provided to you if you decide to engage this access level and you will be able to call the Customer Service team directly until you cancel this part of your service.
The local numbers provided for the Customer Service team are to be used exclusively by customers who are part of The Digital Lounge. Once access level has been cancelled these local numbers must not be used.
Please be aware that if one or more members of the Sites n Stores team are unavailable, for whatever reason, calls made to direct local numbers will be directed an outsourced call centre. The call centre is based in Australia and relays the messages to Sites n Stores instantly. You should inform the call centre of who you wish to speak to when asked so that your message gets to the right person the first time and so that there are no delays in passing on your message. Sites n Stores personnel will return all calls during business hours.
In addition to the costs incurred in delivering the project to you, Sites n Stores will also charge you for office services charges such as for emails and telephone calls (which are charged at the rate of $5.00 per email/telephone call, regardless of duration, for any emails and/or telephone calls that are in excess of three in any one week period).
Silver and Gold level access level subscribers may also be offered a free website upgrade on a yearly (12 monthly) basis. This service comes with a 12 month waiting period for new subscribers. This means that 13 payments must be received by Sites n Stores before the website upgrade work can commence. The website build will then be scheduled and will be upgraded in line with Sites n Stores build schedules. The site will be upgraded within the next 12 months of the upgrade being fully paid for. If a site upgrade is not required, there will be no refunds of any monthly payments made for the access level package chosen.
Additional programming on existing websites will need to be considered and an additional quote may need to be provided and paid for before work can commence on the site upgrade.
In the event that the 12 month waiting period is waived or shortened, you agree that the required membership level will be maintained for a full 13 payments to pay off the Website. Any and all outstanding payments must be made in full.
The Ability of Sites n Stores to Contact you
Sites n Stores may use a variety of methods to contact you, including but not limited to: email, telephone, SMS, and mail. It is your responsibility to ensure that any changes to your contact details are accurately relayed to Sites n Stores in a timely manner.
In instances where you have hindered the ability of Sites n Stores to contact you (e.g. unsubscribing from mail lists), Sites n Stores does not assume any responsibility for failures in communication.
As a client of Sites n Stores, you agree to monitor all received communication, and to respond where necessary.
Sites n Stores provides a 60 day warranty on all of its Website builds. This is voided if you have logged in to your CMS. If you have made changes to your site using the Content Management System, you will incur additional costs to resolve any issues that arise due to those changes.
Ongoing Warranty is only available as part of a membership of The Digital Lounge.
This covers you for site breakages and fixes due to your own CMS changes. This does not qualify for a money back guarantee.
In the event of any server migration relating to either website or emails, you have 30 days to alert us to any unrequested or unwarranted changes in your service. Where possible, Sites n Stores will work with you to address any points raised, but Sites n Stores cannot be responsible for any consequences of migration, whether requested or not.
Sites n Stores will make every effort to ensure sites are designed to be viewed by the majority of visitors. Sites are designed to work with the main browsers latest releases: Google Chrome, Mozilla Firefox and Safari for Apple. You understand that we cannot guarantee correct functionality with all browser software across different operating systems.
Changes made to the site through the CMS, in some cases, can cause browser related issues. If this happens, Sites n Stores may need to charge additional fees to rectify these issues.
Limitation of Liability
Whilst every endeavour will be made to ensure that the site is free of errors, Sites n Stores cannot accept responsibility for any losses or damages (including consequential loss or damage, loss of business, loss of income, loss of information or business interruption) incurred due to malfunction or due to the construction or operation of the site or any part of it. Further, Sites n Stores will accept no responsibility for liability for any down time, loss of income or loss of your use of the site which may occur as a result of the site being affected by computer hacking, computer viruses, malware or spyware. If your site is so affected, Sites n Stores may, at its sole discretion, assist you with remedying such affliction; however in doing so, Sites n Stores accepts no responsibility or liability in this respect.
In addition, Sites n Stores accepts no liability whatsoever for any damages or costs (including consequential damages or losses) incurred as a direct or indirect result of using Sites n Stores' services or services of Sites n Stores' related companies or businesses (howsoever caused, whether by negligence or otherwise) or incurred by you directly or indirectly as a result of your use of any open source or third party proprietary software. Sites n Stores does not provide any guarantee that any such open source or third party proprietary software will be fit for the purpose or function as required by you.
If Sites n Stores suspends your site for any breach of these terms of service or any other reason whatsoever, Sites n Stores shall not be liable for any loss of income or costs incurred by you, including any consequential loss or damage suffered by you.
It is your responsibility to ensure you are aware of renewal dates of domain names and other services. Sites n Stores take no responsibility for loss of domain names or other services due to non-renewal, whether notification is sent to you or not. Please contact Sites n Stores if you do not know the renewal dates of your services.
All terms, conditions, warranties, undertakings, inducements and representations, whether express or implied, statutory or otherwise, relating to the provision of services by Sites n Stores not contained in these terms and conditions are excluded.
Except as required by statute, all express and implied conditions and warranties in relation to the services provided are hereby excluded and Sites n Stores' liability hereunder (if any) shall be limited at Sites n Stores' discretion to the replacement of the services, the supply of the equivalent services or to the value of the services supplied by Sites n Stores. You acknowledge that the limitation of liability in this clause is fair and reasonable.
Sites n Stores reserves the right to make adjustments to the location of any hosted Websites and this may be done without notice.
You acknowledge and agree that you are using all services and facilities provided by Sites n Stores at your own risk and you agree to defend, indemnify, save and hold Sites n Stores harmless from any and all demands, liabilities, costs, losses and claims, howsoever suffered, including but not limited to legal fees incurred by Sites n Stores that may arise directly or indirectly from any service provided or agreed to be provided by Sites n Stores to you or any product or service offered or sold by you to your clients. You agree that this indemnification extends to all aspects of the project, including but not limited to web site content and choice of domain name.
You also agree to defend, indemnify and hold harmless Sites n Stores against any liabilities arising out of injury to any person or property of any person caused by any service provided or agreed to be provided by Sites n Stores or any product or service offered or sold by you to your clients, including but not limited to, infringement of intellectual property rights, infringement of proprietary rights, misinformation, delivery of defective products or services which are harmful to any person, business, company or organisation and in respect of any defamatory comments or materials contained on your site.
Sites n Stores agrees that, except if directed by you, Sites n Stores will not, at any time during or after the term of its engagement, disclose any confidential information belonging to you. Likewise, you agree that you will not convey any confidential information about Sites n Stores to any other party, including but not limited to, using any documentation provided to you by Sites n Stores or using any of Sites n Stores' processes related to the delivery of your service.
You agree that any comments made on third party websites and search engines (such as, but not limited to www.whirlpool.net.au, www.productreview.com.au, www.google.com, www.google.com.au, and Google Reviews, for example) in reference to Sites n Stores, its products and services and employees will be factual in nature. You also agree to make such comments with complete transparency and will use profiles with real credentials which make it easy for Sites n Stores to identify you in our client database. You also give permission to any 3rd party site where Sites n Stores has been referenced to supply to Sites n Stores any identifying credentials they have stored but are not accessible via front end platform interfaces. This may include, but is not limited to, IP addresses, email addresses, names and phone numbers. This may be done at the request of Sites n Stores and without notice.
In the course of building your site Sites n Stores may use various open source software and also third party proprietary software. Each piece of software has its own processes, functionality and capabilities. The standard functionality can often be changed, but unless otherwise stated, changes to this functionality are not included in your purchase price.
Sites n Stores does not provide any warranty in respect of the functionality of such open source or third party proprietary software and Sites n Stores does not provide any guarantee that such software will be fit for the purpose or function as required by you. Sites n Stores does not take any responsibility for any updates or revisions that are made to open source software.
All users of Sites n Stores' services must adhere to all policies set out in these terms and conditions as well as any other policies issued by Sites n Stores and notified to you from time to time.
The services of Sites n Stores must only be used for lawful purposes. You cannot use any of the services of Sites n Stores to store, transmit, modify, publish, transfer or sell, reproduce, create derivative works from, perform, display, or in any way exploit or distribute any material in any way that will infringe the copyright, trademark, trade secret or other intellectual property rights of others or the privacy, publicity or other personal rights of others, or any material that is obscene, threatening, abusive, hateful, libellous, defamatory, pornographic, harassing or threatening or in violation of any law, or is in any other way objectionable.
Sites n Stores reserves the right to suspend any services if, in its sole discretion, it deems any activities you are undertaking to be putting its reputation, services or other clients at risk. In addition, Sites n Stores reserves the right to refuse to deal in any way with material which may be deemed offensive, illegal or in any way controversial and also to terminate its hosting service should the necessity arise.
Server Uptime and Usage (Web Hosting):
Sites n Stores uses industry standard server hardware and software. Sites n Stores works to minimize any downtime and endeavours to provide an uninterrupted service at all times. Notwithstanding this, you acknowledge that the web hosting service of Sites n Stores relies on factors outside of its control and accordingly Sites n Stores does not accept any responsibility for any losses incurred for any down time.
Unless otherwise specified in writing, you are limited to 10 GB per month of bandwidth and 1 GB of disk space per website that you have hosted with us.
When your account is over the usage above the following additional charges will be added to your account:
- $10.00 per month for up to 10GB
- $20.00 per month for up to 25GB
- $50.00 per month for up to 80GB
- Over 80GB – a Private Server is required
- $20.00 per month for up to 20GB
- $50.00 per month for up to 50GB
- $100.00 per month for up to 100GB
- $150.00 per month for all usage over 100GB
While Sites n Stores makes incremental and full scheduled backups of its servers, Sites n Stores does not guarantee that any lost data will be recovered. Additional charges may be incurred where you request Sites n Stores to attempt to make recoveries of lost data.
You acknowledge and agree that Sites n Stores may at any time vary the terms upon which it provides web hosting services by providing you with 30 days written notice.
Where applications or sites are developed on a server that is not operated by Sites n Stores, you are expected to provide or seek any information, additional software, support or co-operation pertaining to the server required in order for the application to be correctly developed. Where large applications are to be developed, it is your responsibility to provide a suitable testing environment which is identical to the final production environment.
Suspension of Services:
Sites n Stores reserves the right to suspend/cancel any or all services provided to you, including all domain names if:–
- You have any outstanding invoices or accounts;
- Your account is in dispute or the subject of a dispute resolution procedure, court order, judgment, finding or determination;
- You fail to comply with any provision of these terms and conditions or any other policy, directive or requirement notified to you by Sites n Stores;
- There is evidence of fraudulent, illegal, defamatory or offensive activities or evidence of any other activity that is in breach of a third party's rights;
- Sites n Stores deems that your use of its service may jeopardize the operation of the service that Sites n Stores provides;
- Sites n Stores' service suffers any technical failure or if Sites n Stores must carry out maintenance;
- You have used Sites n Stores' service in a manner which violates any applicable laws or regulations;
- You have used Sites n Stores' service in a manner which interferes with or disrupts the usage of the service by other clients of Sites n Stores; or
- Sites n Stores deems any other reason as satisfactory to protect Sites n Stores, its staff or other clients.
- Defamatory comments are made on online review platforms such as (but not limited to) Google or Product Review
Reasonable notice of the suspension/cancellation of services will be given to you by Sites n Stores only where possible.
In the event that your account is suspended or cancelled under these terms and conditions, you must pay all outstanding charges to Sites n Stores immediately.
Our cancellation form can be downloaded by clicking here.
Either party may terminate the ongoing 28 day service agreement for Sites n Stores to provide any products and services by providing the other party with 30 days written notice of such termination. If you wish to terminate the ongoing 28 day service, then you may only do so using the cancellation form posted to PO Box 158 Richmond, 3121. This cancellation form can be requested by contacting Sites and Stores. The date this form is received by Sites n Stores is the beginning of the 30 day notice period.
If you choose to terminate the agreement, then the balance of any fees owing to Sites n Stores, including in respect of any site project costs, 28 day fees or any other fees that you may be liable for, shall become immediately due and payable.
You acknowledge that sites cannot be guaranteed to be 100% error free in construction and you acknowledge that the existence of errors falling short of a complete failure of consideration in the site shall not constitute a reason to terminate the agreement between you and Sites n Stores.
Removal of Hosting Account
Sites n Stores reserves the right to remove a client's whole account (website, emails, re-directs, artwork files) from its servers after cancellation is completed. Sites n Stores can delete these files at our discretion after cancellation and without notice.
In the event that Sites n Stores takes action to recover from you any amount outstanding, Sites n Stores shall be entitled to also recover from you, in addition to the amount unpaid and interest, its reasonable costs of the recovery action including, but not limited to legal costs and expenses (e.g. costs for company search, document printing, charges for registered post, lodgement fee and transportation cost etc). The Customer is liable for all reasonable expenses (including contingent expenses such as debt collection commission) and legal costs (on a full indemnity basis) incurred by Sites n Stores for enforcement of obligations and recovery of monies due from the Customer to Sites n Stores.
Sites n Stores may experience outages beyond its control caused by reason of failure of hosting services provided to third parties upon which Sites Stores relies to provide its services, act of God, or the consequence thereof including, but not limited to fire, flood, typhoon, earthquakes or by reason of riots, wars, invasions, acts of hostilities, civil wars, rebellion, terrorist activities, government restrictions, trade embargoes, strikes, lockouts, labour disputes, boycotting or other causes beyond Sites n Stores' control.
You agree to release Sites n Stores from any claim or potential claim with respect to outages and any loss or damage suffered by you or any third party.
These terms and conditions may be varied or updated from time to time by Sites n Stores.
Governing Law and Jurisdiction:
These terms and conditions are governed by the law of the State of Victoria and each party irrevocably and unconditionally submits to the non-exclusive jurisdiction of the courts of the State of Victoria.
If any provision of these terms and conditions is invalid and not enforceable in accordance with its terms, other provisions which are self-sustaining and capable of separate enforcement with regard to the invalid provision, are and continue to be valid and enforceable in accordance with their terms.
The failure, delay, relaxation or indulgence on the part of Sites n Stores in exercising any power or right conferred upon Sites n Stores by these terms and conditions does not operate as a waiver of that power or right, nor does any single exercise of any power or right preclude any other or further exercise of it or the exercise of any other power or right under these terms and conditions.
You may not assign or transfer your rights or obligations under these terms and conditions without the prior consent in writing of Sites n Stores.
No Adverse Construction:
These terms and conditions are not to be construed to the disadvantage of Sites n Stores because Sites n Stores was responsible for its preparation.
You must not make, disclose or publish orally or in writing any statement or comment which may defame or disparage Sites n Stores or any of its employees or its business. This obligation survives the termination of the engagement of Sites n Stores.