Terms and Conditions
Updated March 2025
Our standard terms covers the agreements between Simple Effectiveness PTY LTD and any and all clients who engage us for marketing and technical services. By engaging with our services, the client agrees to be bound by the most recent version of our Terms and Conditions as published at this page. These terms apply to all projects and services provided by Simple Effectiveness PTY LTD.
SEO Services – Terms and Conditions
Our terms and conditions are published online publicly at (https://www.simpleeffectiveness.com/terms-and-conditions) and may change any time without notice.
Content and Third-Party Services
We perform industry-standard backups at the start of each campaign, but the client is responsible for ensuring regular backup procedures are in place, maintaining regular backups and for the long-term safekeeping of their data. Marketing projects often involve third-party tools, vendors, marketplaces, and algorithms which are beyond our control. The client does not hold us responsible for external vendors, contractors, suppliers, employees, marketplaces or websites or algorithm changes. You’re responsible for owning the rights to any content you ask us to use.
Project Scope
Our work and tasks are limited to what’s agreed upon in our plan and project briefs, which is typically, general SEO work performed on your website, SEO maintenance, and SEO consultation. Anything beyond that is a separate project, requiring a new agreement, quote and payment, including as needed not specified in the project proposal. On top-support packages are made available for as needed requests. On going plans and packages do not include technical audits, website upgrades, website redesigns, or website overhauls (which require SEO migrations), marketing consultation, or other services not specified in the sales documentation.
Campaign Goals
Your campaign’s goals are outlined in this document, related project docs, and our discussions. Additional goals and requests are considered separate projects. Hours from one project are not reallocatable to other projects. For example, conversion optimization and PPC management are not interchangeable with SEO work.
Timelines, minimum engagement
We’ll always endeavour to meet project timelines, but delays on your end might affect this or from suppliers or unexpected technical difficulties. Additional requests, projects, enquiries or technical difficulties not discussed in our sales meeting, documentation or invoice, will likely impact our communicated timelines and satisfaction guarantees. Our minimum engagement is 6 months for ongoing campaigns, but we recommend 12 months as the best overall timeframe to see the full impact of our ongoing work.
Delays to content or assets required to complete our work do naturally extend the timelines and the client understands we cannot honor or adhere to communicated timelines or schedules if we experience delays to requested content and assets to complete the project.
Work is restricted by hours
In all cases and without exception, our work is limited to the hours specified in the sales proposals, invoice, agreement, and payments, and any requests to go over the hours will be quoted and billed separately in all cases. Or the customer can purchase an on-top support package. In the event additional hours are required or requested for ongoing projects, they are billed separately. Hours in SEO plans do not accumulate across months or billing cycles.
Pricing, exchanges, refunds
We may change prices, and we’ll let you know by email if we do. The first month’s payment is due upfront to kick off our services. We understand that unforeseen circumstances can arise, so if you anticipate any difficulties with payment, please communicate with us promptly so we can work together to find a solution. Services or products are not exchangeable for other services or products. Refunds are strictly not offered under any circumstances, due to the project’s operational costs (software, contractors, etc) being non-refundable.
Support
We offer up to 1 hour of free support per month, which can be provided via email, calls, or meetings. Extra support and as needed requests billed separately on a monthly basis, or covered by an on-top support package. Support hours are separate and are not interchangeable with ongoing plans or other packages. Support is defined as assistance provided via email, calls, or meetings, including but not limited to answering queries, troubleshooting, and making minor adjustments or additional project updates. Any support request that exceeds 1 hour per month will require the purchase of an additional support package. Support hours and support packages are not interchangeable with project hours, are non refundable and unused support hours do not accumulate from month to month.
Turnaround timeframes on support requests
We endeavour to respond to client requests as quickly as possible but the client understands we may take up to 5-10 business days to reply to new queries, tasks, projects or as needed requests that are not specifically covered by our agreements or invoices or pre scheduled work.
Performance review and project updates
We provide monthly reports on your campaign’s performance. And intensive reviews for each milestone. This includes project updates which are covered in the monthly reporting. Any consultation or queries or as needed requests outside of the already provided one hour of support monthly is quoted and billed separately.
Ending the Agreement
To end our services, give us 60 days’ notice by email. You’ll need to pay any invoices due during that time. Campaign costs are often paid in advance, so all final payments must be made to fully end the agreement. We’ll continue working as normal during the 60-day period. Any satisfaction guarantees do not apply during the 60 days notice period.
Satisfaction guarantees
Satisfaction guarantees only apply to ongoing marketing projects. Quality of work is guaranteed months 1-6, a 50% increase in rankings position for identified keywords at the start of the campaign is guaranteed months 6-12. From month 12 onwards, our satisfaction guarantee covering quality, performance and satisfaction applies. In the instance of claiming a guarantee, at most 2-months are awarded in any calendar year, and guarantees are entirely at the discretion of management. The client understands that projects that don’t have supportive marketing activities (e.g. social, media, email) or in competitive niches can take longer than expected. Websites that have a history of significant or ongoing technical issues, search engine penalties, low quality work, or low quality vendors, and significant marketing disruptions, are not covered by satisfaction guarantees.
Web Design and Web Development Terms of Service
Projects are limited by hours
In all cases, and without exception, we provide quotes and estimates in good faith based on our best understanding at the beginning of the project, based on the information available to us, as a result the projects are limited to the hours quoted and the client is understanding of this. We work and charge by-the-hour, and do not in any circumstances work for more hours than what we have quoted and billed for. Our limitation by hours supersedes and takes priority over all other conditions, sales documents, guarantees, and expectations. If a project has exceeded its initially quoted hours, we are not under any obligation to complete it or do any further work on it, until payment or a support plan has been made to cover the additional hours.
Projects are subject to fair use and must pass a reasonable person test. Excessive back-and-forth, duplication of requests, or repeated clarification requests beyond the norm may require a support package.
Timelines, schedules and delays
All project timelines are provided as estimates. Delays can occur due to unforeseen circumstances, such as technical issues or force majeure events. If we don’t receive requested or necessary content or assets—such as copy, images, requested approvals, or clear specifications—within a reasonable timeframes, timelines will be adjusted accordingly. We rely on timely input to keep your project on track.
Website handover, logins, access and ownership
We provide all login credentials and transfer full ownership of your website upon receiving complete and final payment of the initially discussed and quoted project fees. Until that point, we retain access and administrative control. This ensures a clean and secure handover for both parties once all payments are settled.
Web build projects are non-cancelable once commenced
Once we begin work and initial payments have been made for website builds, the project is non-cancelable. This is because time, planning, expenses, and resources are committed from the outset. All agreed-upon budgets and deliverables are expected to be paid in full as outlined in initial sales documentation and correspondence. Extremely late or delinquent payments may be referred to relevant external collection services or credit reporting bodies if significantly overdue as a very last resort.
Technical support for underlying infrastructure, external licences and software costs.
We don’t provide hosting or email services directly, but we’re happy to help you get set up or point you to recommended providers. Ongoing support for your web server, email, or related infrastructure is available as a separate service if required. Technical support, and ongoing support, is not provided in our products and packages, and it is a separate billable service. In all cases, it is the client’s responsibility to cover all software costs and fees, projects and invoices do not include any software costs, subscription costs, licences and fees, and any other external costs required to complete the project. The client understands that, technical support when provided by our team is a billable and commercial service, and not a courtesy.
Support, assistance and consultation are separate from project delivery
Quoted project fees cover the design and development scope agreed at the outset. Client support, such as support, troubleshooting, consultations, email queries, meetings, or calls, are not included in project plans. Support and consultation are billed separately on an hourly basis or under a support agreement. We’re happy to help and will recommend the best support option based on what you need. Support and consultation are billable services by the hour.
New features, functionality or changes mid-project
The client understands that all projects do not include anything not clearly described in the sales documentation or invoices. Anything not explicitly included in initial project documentation—invoices, proposals, or emails from your project manager—are not included and considered out of scope, and additional quote and invoices will be provided as they arise. If you’d like to add something new during the project, we’ll provide a separate estimate and adjusted delivery timeline. Work begins once payment is received. This helps ensure changes are planned properly without affecting the broader build.
Communication follows set schedules and channels
We handle communication through designated contacts and channels, typically during your scheduled project slot. This helps us manage time effectively and ensures your project is given focused attention. Communication time—including emails, calls, and meetings—is tracked and is considered billable hours. If additional communication time is consistently required, we may need to increase or adjust the support or project plan accordingly to account for the increased time, and the client is understanding of this. We are not under any obligation to adhere to client schedules or attend client meetings.
No guarantees or warranties on error-free or uninterrupted operation of software, websites or third-party services.
Websites and digital systems are built on complex layers of third-party software, technologies, and server environments that require ongoing maintenance. While we take care to deliver work to a high standard, we do not provide any warranties or guarantees that any website, code, software, third-party service, or feature will be free from errors, bugs, compatibility issues, or interruptions. Like all IT systems, websites require ongoing and regular updates, fixes, or adjustments over time. Stable and error-free performance is not guaranteed, and any support, consultation or maintenance is available as a separate commercial billable service.
Delivery of content and data
If we require content and data to complete the project, it needs to be in the format requested by our team. If it is not in the exact format and does not follow guidelines we provide for sending content, we are not compelled to upload it in any way, and no guarantees, refunds or obligations apply. If any additional work is required due to providing content and data in a format that we do not support or that does not follow our guidelines or specifications, the client is liable to pay for the increase in costs without pre-approval and we will charge for the increased costs and labor without pre-approval.
Services are not interchangeable
Pre-purchased hours or package inclusions can’t be exchanged for different services. Services, features or products aren’t interchangeable with other features or products or services that have already been agreed upon, paid for or billed.
Terms may be updated
These terms are subject to change. The latest version is always available at: simpleeffectiveness.com/terms-and-conditions
Legal and privacy compliance
We build responsibly, but clients are ultimately responsible for ensuring their website complies with privacy laws and legal requirements specific to their region or industry.
Website Support Plans – Customer support, service, consulting, and as needed web development hours
These terms apply to all ongoing support plans, including support, consultation, troubleshooting, technical assistance, technical support, and on-demand web development hours provided by Simple Effectiveness PTY LTD. These provisions are designed to clarify the scope, limits, and expectations associated with our support services and support plans. Support plans are separate services from project based website builds or marketing services. All forms of customer support and requests are billable services.
Scope of Support
Support plans may be used for a range of services, including but not limited to technical support, consulting, implementation, troubleshooting, researching solutions, email requests, and performing web development tasks. All communication time with the client—including emails, project management messages, and internal administration related to the client’s account—is considered billable and deducted from the support plan hours. All client communication — whether related to an open task or a new ‘quick question’ is considered billable time.
Plans are subject to fair use and must pass a reasonable person test. Excessive back-and-forth, duplication of requests, or repeated clarification requests beyond the norm may require a revised support level.
Hourly Limits and Usage
Support plans are strictly limited by the number of hours included in the plan. Hours do not accumulate month to month and reset on the 1st of each month. Once hours are depleted, services will not be rendered until either:
1. The start of the next billing period when the plan resets, or
2. Additional hours are approved and paid in advance as a separate quote.
We do not in any circumstance provide services in excess of paid hours. If a request exceeds the remaining time in your support plan, we will pause the task and notify you to approve the additional cost, before continuing.
Pricing and Hourly Rates
Hourly rates may be updated at any time in line with inflation, increased costs of software and tools, or changes in business operations. No prior notice is required. The current hourly rate for new support plans is $150/hour, with a 14-hour minimum monthly commitment for ongoing plans.
Communication follows set schedules and channels
We handle communication through designated contacts and channels, typically during your scheduled project slot. This helps us manage time effectively and ensures your project is given focused attention. Communication time—including emails, calls, and meetings—is tracked and is considered billable hours. If additional communication time is consistently required, we may need to increase or adjust the support or project plan accordingly to account for the increased time, and the client is understanding of this. We are not under any obligation to adhere to client schedules or attend client meetings.
Express and Urgent Requests
Requests marked as urgent or requiring immediate turnaround may be subject to an expedited processing fee of 50% on top of your current hourly rate. Expedited turnaround is subject to availability and must be approved by both sides. Support plan hours apply to standard business hours. We do not guarantee responses outside those hours unless under an active express request with the expedited fee.
Turnaround Times and Availability
We aim to respond to requests in a timely manner, typically within 5–10 business days depending on queue position, request complexity, and staff availability. The client acknowledges that reasonable delays may occur due to workload, holidays, or waiting on client-supplied materials.
Client Responsibilities
The client agrees to provide any required materials or assets needed to complete requested work in a timely manner, in a format compatible with our systems, and in a format that can realistically be applied to perform the work. Failure to do so may result in delays or inability to complete the task. The client also understands that some tasks inherently take longer than others due to technical or strategic complexity.
Cancellation Policy
To cancel a support plan, the client must provide a minimum of 60 days’ written notice (equivalent to 2 full billing cycles). Payments are required for the full notice period of two billing cycles. No refunds or pro-rated amounts will be issued for unused hours during this time. Services will continue as normal during the notice period.
We reserve the right to terminate a support plan with one months notice if the working relationship becomes untenable due to misuse or abuse of our services or systems, excessive demands, or failure to adhere to company policies.
Support Plan Changes
To downgrade or change your plan, 30 days’ notice is required. New plan changes will take effect in the following billing cycle. Any new plan must meet the minimum support plan threshold of 14 hours/month at the current hourly rate, or $2100 per month.
Exclusions and Limitations
• Software, plugin, licensing, or third-party tool costs are not included in support plans and must be paid separately by the client.
• We do not guarantee support for external platforms or software failures (e.g., outages, bugs, vendor issues). We may assist, but such assistance is chargeable.
• We are not liable for any damages or losses caused by third-party providers, vendors or failures beyond our control.
• Support plans do not include new website builds, redesigns, migrations, or consultations not related to web dvelopment unless specifically included in your plan or separately quoted.
Non-Transferable and Non-Refundable
Support hours are non-transferable, non-exchangeable, and non-refundable. Hours cannot be moved between projects or exchanged for unrelated services.
Communication and Work Scheduling
Support tasks are completed based on queue availability and internal scheduling. Work is not performed on-demand and is subject to reasonable prioritisation. Frequent or high-volume communication that exceeds plan limits may require an increase in your support plan to maintain service quality.
Disclaimers
Results disclaimer
While all strategies are designed to improve visibility and performance, we do not guarantee specific rankings, specific traffic volumes, or specific business outcomes, as these depend on numerous external factors beyond our control. If a guarantee is offered in writing, it’s limited to the scope of the specific guarantee offered in the sales document, and our terms on this page, with the terms on this page being the most updated and governing resource. Our liability for any claim, whether in contract, negligence, or otherwise, shall not exceed the total amount paid for services in the preceding 1-month period.
Client cooperation
Client agrees to implement the recommended strategies in good faith and in a timely fashion. Outcomes are contingent on client follow-through, and complementary marketing efforts. If we provide recommendations or directions and these are not implemented or followed, failure to do so may limit results and void any performance expectations. The client agrees to co-operate with our requests, guidance, business processes and policies, if a client repeatedly ignores our guidance, consultation, or advice, or policies, no guarantees apply and no refunds will apply.
No reliance
Client acknowledges that they are not reliant on us for their business performance and the client is ultimately responsible for their business performance. We provide consultative services with the goal of improving performance, based on our experience and expertise. Our responsibility lies in implementing the work we say we will do, and providing consultation as needed or requested by clients. We are not responsible for our client’s business performance or business operations.
Termination clause
As customers are able to close their agreements with us, we also reserve the right to terminate services or refuse additional support if the working relationship becomes untenable due to non-compliance, lack of implementation, misuse of services, outstanding bills or invoices have not been paid, or without providing explanation. In the event of terminating an agreement, we are not liable to repay or compensate the client in any way, any discussed guarantees are no longer in effect or in place, and any outstanding bills or invoices will continue to be due. We will endeavour to provide up to 30-days notice in these circumstances.
Disputes or disagreements
We aim to resolve all concerns cooperatively and in good faith. In the event of a dispute, both parties agree to attempt resolution through informal negotiation before initiating legal action. All disputes arising from this agreement shall be resolved via binding arbitration in New South Wales, Australia, under ACICA rules or another mutually agreed method.
Support for external systems or vendors
We don’t provide or guarantee support for external systems, vendors or suppliers.
These Terms are governed by and construed in accordance with the laws of New South Wales, Australia. Any disputes will be resolved in this jurisdiction and locality without exception.
Contact
support@simpleeffectiveness.com
Simple Effectiveness PTY LTD
Kings Court, Level 2/12 King St,
Rockdale NSW 2216, Australia
