Client terms

1. Who we are

We don't belong to a self-regulatory body or subscribe to an industry code of conduct.

2. Your services and monthly plan

We build your website for a once-off price, paid in full before work starts. After that, your website runs on a monthly plan:

• Managed Hosting, R249/month: Keeps your website online, secure, and backed up. Up to 5 email mailboxes.
• Managed Care, R749/month: We look after your website and make small changes for you each month. Up to 10 email mailboxes. Includes 1 hour of changes per month.

The full list of what each plan includes is on our pricing page and in your quote. Your plan runs from month to month. There's no minimum term, and you can cancel at any time (section 8).

Plans are billed in advance for a billing month that runs from the 6th to the 5th of the next month. Your plan starts on the first 6th after your build invoice is paid.

3. Prices

Our prices are on our website and in your quote. We aren't registered for VAT, so no VAT is added: the price you see is the full price. Paying online by card or instant EFT costs you nothing extra; we pay the payment provider's fee.

We'll email you at least 30 days before we change the price of your plan or of an add-on, such as an Upgraded Domain. If you don't want to pay the new price, you can cancel or stop the add-on before it takes effect.

4. Paying your invoices

Each invoice is due 7 days after its date. If it isn't paid by then, your account is in arrears and we'll remind you. If it's still unpaid 14 days after its date, your services could be suspended. We'll tell you before we suspend anything. Suspension pauses your services; it doesn't end your plan or delete anything, and we restore your services once the account is paid up.

You can pay in either of these ways:

• EFT to our Capitec Business account, using your payment reference. Our bank details are on every invoice and in your client panel (EdgePanel).
• Online, by card or instant EFT, from the invoice in your client panel (EdgePanel). The payment is processed by our payment provider, Paystack, on its own secure page.

We will never change our bank details by email. If you get a message saying our bank details have changed, don't pay. Call us on +27 77 432 9563 first.

Online payments are matched to your invoice automatically. Paystack emails you a receipt, and the invoice shows as paid in your client panel, where you can view and download your invoices at any time.

5. Keeping your payment safe

Online payments happen on Paystack's secure checkout page, not on our systems. Paystack collects your card or bank details directly and is certified to the card industry's security standard (PCI DSS). We never see or store your card number, CVV or banking passwords. We keep only the payment reference, amount, date, payment method type and whether it went through, to match the payment to your invoice. Every connection to our client panel and to Paystack is encrypted.

6. Refunds, overpayments and payment disputes

• Paid twice, or paid too much? Tell us and we'll refund the difference, or keep it as a credit on your next invoice, whichever you prefer.
• Refunds go back to the card or bank account you paid from, within 10 business days of us agreeing the refund. We don't deduct card fees from refunds.
• Don't recognise a payment, or think it's wrong? Please contact us first at accounts@techonedge.co.za: we can usually fix it faster than a bank dispute. This doesn't take away your right to dispute a card payment with your bank.
• If a card payment is reversed by your bank (a chargeback), the invoice becomes unpaid again.
• If someone used your card to pay us without your permission, we'll refund it once your bank or Paystack confirms it.

7. Changing your plan

• Upgrades start straight away. You can upgrade in your client panel. Before you confirm, it shows the new monthly price and a once-off top-up for the rest of the current billing month: the price difference worked out per day, for the days that are left. The top-up appears on your next invoice, and the new price applies from then on. If you upgrade to a plan with included change time, you get the full allowance in the month you upgrade.
• Changed your mind about an upgrade? You can undo it within 7 days, in your client panel or by telling us. We move you back to your previous plan and remove the top-up. If it has already been invoiced, we credit it, or refund it if you've paid.
• Downgrades start from your next billing month. Ask for one in your client panel or by email. You keep your current plan, and pay for it, until then.

8. Cancelling your plan

You can cancel your monthly plan at any time, in your client panel or by email. You don't need our approval, and there's no cancellation fee.

• Your plan keeps running until the end of the billing month you've already been invoiced for, and then we stop billing you. The client panel shows the exact end date before you confirm. We don't refund part of a month you've been invoiced for.
• Until your plan ends you can change your mind with "Keep my plan" in the client panel, or by telling us.
• When your plan ends, and once all invoices are paid, we hand over your website's code, your domain and your accounts within 10 business days. We delete your website's data from our systems 30 days after the handover, apart from the invoices and payment records the law requires us to keep.

9. Your 7-day cooling-off right

If you upgrade your plan or buy a service from us online and change your mind within 7 days, tell us and we'll cancel it without a penalty and refund anything you paid for it within 10 business days. For an upgrade, we move you back to your previous plan and remove the top-up. This doesn't apply to a domain once we've registered it at your request (section 10).

10. Domains

• One domain per plan. One domain is included with your monthly plan, renewals too: a .co.za, .com, .net, .org, .africa, .joburg, .durban or .capetown, or another ending marked “included” in the client panel. For another domain you need another plan. If an ending you already have stops being included, your domain stays included for as long as you keep it on a plan.
• Other endings (for example .online or .studio) are an “Upgraded Domain”: a monthly fee shown in rands before you order, added to your plan from your next invoice for as long as you keep the domain. It covers the registration and renewals. We register domains by hand through our registrar and email you when it's done. Premium endings and premium domain names are quoted separately, and we confirm the price with you before we register anything.
• Who owns the domain: the domain is registered in your business's name, so you are the registrant. We register and manage it for you through our registrar account while you're on a plan.
• If we can't register it, for example because someone else registered it first or it turned out to be a premium name, we remove the Upgraded Domain fee and refund anything you paid for it. Once the domain is registered, the registration can't be undone, so months already billed aren't refunded. You can stop the fee from your next billing month; the domain then lapses when its registration period ends, unless you move it to another provider first.
• Moving your domain: you can move it to another provider at any time, and we'll give you the transfer code free of charge.
• Public lookup (WHOIS): registering a domain means giving the registrant's name and contact details to the registrar and the registry for the domain's ending. Some of these details may appear in the public domain lookup (WHOIS) unless the registry hides them. See our Privacy Policy.
• Domains are subject to the rules of the registry for their ending. Disputes about .za domain names follow the ZADNA dispute regulations.

11. Email mailboxes

Your plan includes business email mailboxes on your domain, up to your plan's limit (section 2). Ask for a new mailbox, a removal or a password reset in your client panel or by email, and we set it up by hand with our email host. You decide who gets a mailbox and are responsible for how your staff use it. When we handle your staff's names and email addresses to manage mailboxes, we do it on your behalf and only for that purpose. Before you remove a mailbox, save anything in it you want to keep: its email is deleted with it.

12. Questions and complaints

Contact us at accounts@techonedge.co.za or +27 77 432 9563. We typically respond within one business day. If we can't resolve a complaint, you may refer it to the National Consumer Commission at thencc.org.za. Complaints about personal information can go to the Information Regulator (see our Privacy Policy).

Nothing in these terms takes away your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.

13. Changes to these terms

We'll email you at least 30 days before a change to these terms affects you. If you don't agree with the change, you can cancel your plan before it takes effect, with no penalty.

14. Keeping a copy

You can print this page or save it as a PDF from your browser at any time. If you'd like a copy by email, ask us at accounts@techonedge.co.za.