Ongoing Support Plans

Terms and Conditions

By purchasing any of our support plans, you agree to the following terms and conditions. Please read these carefully as they constitute a legal agreement between you ("the Client") and Kyah Digital, ABN 20 280 132 734 ("the Service Provider").

General Terms (Applicable to All Support Plans)

Agreement Term

  • All support plans require a minimum 3-month commitment

  • After the initial term, agreements continue month-to-month

  • 30 days written notice is required for cancellation after the initial term

  • The Service Provider reserves the right to terminate services with 30 days notice

Payment Terms

  • Monthly fees are charged in advance

  • Payment is due within 7 days of invoice date

  • Late payments may result in service suspension

  • Additional services will be billed in arrears

  • All prices are in Australian Dollars (AUD) and exclude GST

  • Prices are subject to annual review and may be adjusted with 30 days notice

Service Delivery

  • Support is provided during business hours (Monday to Friday, 9am to 4pm AEST) only

  • Tasks require 48 hours minimum notice

  • Standard turnaround time is 5 business days

  • Rush requests (24-hour turnaround) incur a 50% surcharge

  • Monthly hours do not roll over

  • Unused hours are forfeited at month end

Refund Policy

  • Due to the nature of the services provided, no refunds are available for unused portions of monthly retainers

  • The initial 3-month commitment period is non-refundable

  • In cases of service termination by the Service Provider, pro-rata refunds may be issued for unused portions of prepaid services

Website Care Plans

What's Not Included

For complete transparency, Website Care Plans do not include:

  • Content creation (e.g., blog writing or graphic design)

  • Strategy work or marketing implementation

  • New page design or creation

  • Custom graphic or website design work

  • Marketing activities

Additional Services (Billed Separately)

  • Content creation: AUD $150/hour

  • Strategy sessions: AUD $250/hour

  • New page design: From AUD $495/page

  • Custom design work: AUD $150/hour

  • Emergency support: AUD $200/hour

  • Rush requests (24-hour turnaround): +50% fee

  • * All pricing is indicative and subject to change based on specific requirements

Service Limitations

  • Updates are limited to existing website infrastructure

  • Third-party integrations may incur additional charges

  • Major platform updates may require additional hours

  • Emergency support is subject to availability

Marketing Support Plans

What's Not Included

For complete transparency, Marketing Support Plans do not include:

  • Website updates (covered by website care packages)

  • Technical SEO (covered by website care packages)

  • Social media management; content writing (unless specified); website design; graphic design; or paid advertising

Additional Services (Billed Separately)

  • Content creation: AUD $150/hour

  • Strategy sessions: AUD $250/hour

  • Additional implementation hours: AUD $95/hour

  • Custom design work: AUD $150/hour

  • Emergency support: AUD $200/hour

  • Rush requests (24-hour turnaround): +50% fee

  • All pricing is indicative and subject to change based on specific requirements

Service Limitations

  • Services are limited to agreed-upon platforms and tools

  • Third-party tool subscriptions are client's responsibility

  • Content creation and approval is client's responsibility

  • Implementation is subject to platform limitations

Client Responsibilities

  • Provide necessary access to accounts and platforms

  • Respond to queries within 48 hours

  • Provide content and assets as requested

  • Maintain necessary software and platform subscriptions

  • Ensure compliance with platform terms of service

Intellectual Property

  • Clients retain ownership of their content and assets

  • Service Provider retains ownership of processes and methodologies

  • Templates and resources provided remain property of the Service Provider

Liability

  • Service Provider is not liable for third-party platform changes or issues

  • Maximum liability is limited to the amount paid for services in the previous month

  • Service Provider is not responsible for content accuracy or performance outcomes

Confidentiality

  • Both parties agree to maintain confidentiality of business information

  • Client data will be handled in accordance with our Privacy Policy

  • Service Provider may request permission to use work as portfolio examples

Modifications

  • These terms may be updated with 30 days notice

  • Continued use of services constitutes acceptance of modified terms

  • Current terms will always be available at kyahdigital.com.au/all-terms

Governing Law

These terms are governed by the laws of Queensland, Australia. Any disputes will be subject to the exclusive jurisdiction of the courts of Queensland.

All pricing is indicative and subject to change based on specific requirements. GST is not included in advertised prices but will be added to all invoices.

Last updated: 2 January 2025