- TERMS AND CONDITIONS
- White Owl Graphic & Web Design Studio – Trust Agreements & Terms and Conditions
- 1. Definitions
- 2. Acceptance of Terms
- 3. Scope of Services
- 3A. Scope Lock and Scope Boundary Protection
- 4. Client Responsibilities
- 4A. Client Decision Authority and Approval Responsibility
- 5. Payments and Deposits
- 5A. Work Commencement and Non-Refundable Professional Services
- 6. Revisions and Scope Changes
- 6A. Excessive Communication and Consultation
- 6B. Out-of-Scope Submissions and SLA Breach
- 7. Intellectual Property
- 8. Client Content Responsibility
- 9. Proofing and Approval
- 10. File Delivery and Backup
- 11. Project Timelines
- 12. Cancellation
- 13. Website Development and SEO
- 14. Hosting Services
- 15. Confidentiality
- 16. Security
- 17. POPIA Compliance
- 18. Limitation of Liability
- 19. Communication
- 20. Right to Refuse Service
- 21. Governing Law
- 22. Amendments
- 23. Chargebacks and Payment Reversals
- 24. Client Delays and Production Scheduling
- 25. Project Termination and Kill Fee
- 26. Third-Party Software, Plugins, and Platforms
- 27. Maintenance, Updates, and Technical Support
- 28. Digital Asset Access and System Credentials
- 29. Force Majeure
- 30. Entire Agreement
- 31. Severability
- 32. Electronic Acceptance
- 33. Unreasonable Client Conduct
- 34. Consulting Hour Cap and Advisory Services
- 35. Intellectual Property Retention on Non-Payment
- 36. Professional Judgement and Creative Discretion
- 37. Independent Contractor Relationship
- 38. Waiver
- 39. Survival of Terms
- 40. Good Faith Cooperation
- 41. Limitation of Business Loss and Consequential Damages
- Schedule A – Professional Rates, Administrative Charges, and Breach Compensation
- 1. Standard Professional Hourly Rates
- 2. Additional Revision Fees
- 3. Fragmented Feedback or Excessive Communication
- 4. Long-Form Content Review / Out-of-Scope Submissions
- 5. Client Delay / Dormant Project Fees
- 6. Priority Work / Rush Fees
- 7. Administrative Fees
- 8. Chargeback Administration Fee
- 9. Intellectual Property Misuse Fee
- 10. Unreasonable Client Conduct Compensation
- 11. System Recovery or Security Repair
- 12. Consulting Outside Project Scope
- Schedule B – Client Behaviour Matrix
- 1. Communication Behaviour
- 2. Scope Creep Behaviour
- 3. Content Submission Behaviour
- 4. Client Delay Behaviour
- 5. Approval Behaviour
- 6. Technical Interference
- 7. Payment Behaviour
- 8. Unreasonable Conduct
- 9. Priority Work Requests
- 10. Documentation Requests
- Legal Position of the Matrix
TERMS AND CONDITIONS
White Owl Graphic & Web Design Studio – Trust Agreements & Terms and Conditions
Last Updated: 6 February 2025
White Owl Graphic & Web Design Studio (“the Studio”, “we”, “our”, or “us”) provides branding, graphic design, web development, and digital services. These Terms and Conditions govern the relationship between the Studio and the client (“the Client”).
By accepting a quotation, paying a deposit, or engaging our services, the Client confirms that they have read, understood, and agreed to these Terms and Conditions.
These Terms apply to all quotations, invoices, projects, and services provided by the Studio.
The Studio reserves the right to update or modify these Terms at any time. The version in effect at the time of project initiation will apply.
1. Definitions
Client – Any individual or organisation engaging the services of the Studio.
Studio – White Owl Graphic & Web Design Studio.
Project – Any service or work undertaken for the Client.
Deliverables – Final designs, digital assets, or website components supplied upon completion.
Quotation – The written estimate outlining project scope, pricing, and deliverables.
Scope of Work – The detailed description of services, deliverables, revisions, timelines, and functionality contained within a quotation or agreement.
Service Level Agreement (SLA) – Any service limitations, communication expectations, revision parameters, or service boundaries defined within these Terms or within a quotation.
2. Acceptance of Terms
By paying a deposit, accepting a quotation, or requesting services, the Client agrees to these Terms and Conditions.
A signed agreement may not always be required. Payment of the project deposit constitutes acceptance of these terms.
Where the Client acts on behalf of a company, organisation, or third party, the Client warrants that they have the legal authority to bind that entity to these Terms.
3. Scope of Services
Services are defined in the quotation issued to the Client.
Any request that introduces additional functionality, structural changes, features, or services beyond the original quotation may constitute a scope change and may require a revised quotation or additional billing.
The Studio reserves the right to determine whether requested work falls within the original scope of the project.
Where scope changes materially affect the project timeline or complexity, the Studio may suspend work until a revised quotation has been accepted.
3A. Scope Lock and Scope Boundary Protection
The Scope of Work defined within the accepted quotation constitutes the complete and exclusive description of services included in the Project.
Upon acceptance of the quotation and commencement of work, the agreed Scope of Work shall be considered “Scope Locked.”
Scope Lock means that the Studio will perform only those services, deliverables, features, revisions, and technical implementations explicitly defined within the quotation or written project documentation.
Any request, instruction, communication, or expectation that introduces additional work outside the defined Scope of Work shall constitute a Scope Expansion.
Scope Expansions may include, but are not limited to:
• additional design concepts
• additional website pages or sections
• additional revision rounds beyond those included
• integration of third-party systems not specified in the quotation
• additional functionality, automation, or development work
• strategic consulting, marketing advice, or business analysis
• content writing, editing, restructuring, or optimisation
• technical troubleshooting unrelated to the original deliverables
• requests requiring additional research, planning, or design time
Where a Scope Expansion occurs, the Studio reserves the right to:
• issue a revised quotation
• bill additional work at the professional hourly rates defined in Schedule A – Professional Rates
• apply administrative charges defined in Schedule B – Client Behaviour Matrix
• adjust project timelines to accommodate the additional work
The Studio shall not be obligated to perform work outside the defined Scope of Work without written agreement and acceptance of any additional fees.
The Client acknowledges that any assumption that work is included in the Project without explicit confirmation in the quotation does not constitute an obligation on the part of the Studio.
For avoidance of doubt, the Scope of Work is limited strictly to the items described in the quotation, and any services not expressly listed shall be deemed excluded from the Project scope unless separately agreed in writing.
4. Client Responsibilities
The Client agrees to:
• provide accurate project information
• supply required content, images, and approvals
• ensure supplied materials are legally owned or licensed
• review proofs and deliverables carefully
Delays in providing materials or approvals may extend the project timeline.
The Client acknowledges that failure to provide required materials within reasonable timeframes may delay or disrupt the Studio’s production schedule.
4A. Client Decision Authority and Approval Responsibility
The Client shall designate a primary contact person or authorised representative who shall have full authority to communicate with the Studio and provide instructions, approvals, feedback, and decisions relating to the Project.
The Studio shall rely on instructions, feedback, and approvals provided by this authorised representative as binding instructions from the Client.
Where multiple stakeholders, employees, partners, or representatives of the Client provide conflicting instructions, revisions, or feedback, the Studio reserves the right to request consolidated feedback from the designated authorised representative before continuing work.
The Studio shall not be responsible for delays, revisions, or additional work arising from conflicting instructions provided by multiple individuals associated with the Client.
Where additional work is required due to:
• conflicting instructions from multiple stakeholders
• reversal of previously approved decisions
• internal client disagreements or delayed approvals
• repeated changes to previously approved work
such work may be billed at the Studio’s standard professional hourly rate as defined in Schedule A – Professional Rates.
The Client acknowledges that failure to designate a single authorised decision-maker may result in additional administrative work, project delays, and additional billable time.
5. Payments and Deposits
Deposit
A 50% deposit is required before work commences.
Deposits are non-refundable once the project has begun.
Final Payment
The remaining 50% balance must be paid before final deliverables, source files, or website access are released.
Late Payments
Invoices unpaid after 30 days may incur a 5% late payment fee compounded every 30 days until paid.
The Studio reserves the right to suspend services or withhold deliverables until payment is received.
5A. Work Commencement and Non-Refundable Professional Services
Upon receipt of the required deposit and confirmation to proceed, the Studio will commence professional work on the Project. This work may include but is not limited to:
• research and discovery
• planning and project structuring
• conceptual development
• design ideation
• technical preparation
• system configuration
• scheduling and allocation of internal resources
The Client acknowledges that such activities constitute professional services and intellectual labour performed by the Studio.
Accordingly, once the Studio has commenced work on the Project, no payments made shall be refundable, whether in whole or in part.
This is due to the fact that the Studio incurs immediate operational costs, research time, creative development, technical preparation, and opportunity costs associated with reserving production capacity for the Client’s Project.
Where a Project is cancelled after commencement, the Studio reserves the right to retain all deposits and payments already made as compensation for services rendered and resources allocated.
Where applicable under the Consumer Protection Act 68 of 2008, the Studio may deduct a reasonable charge for services already rendered and work completed prior to cancellation, as permitted under South African law.
Professional service rates and administrative charges are defined in Schedule A attached to these Terms and Conditions.
6. Revisions and Scope Changes
Projects include a limited number of revision rounds as stated in the quotation.
A revision round consists of a consolidated list of changes submitted at one time.
Additional revisions may incur additional fees.
Fragmented feedback, excessive communication, or extended consultation requiring project time may be billed at the applicable hourly rate.
6A. Excessive Communication and Consultation
The Studio provides reasonable communication related to the execution of the agreed project scope.
However, the Client acknowledges that excessive communication including but not limited to:
• lengthy emails containing extensive analysis requests
• multiple fragmented feedback submissions
• extended consultation requests
• repeated strategy discussions outside the agreed scope
may require additional professional time.
Where communication substantially exceeds normal project coordination requirements, the Studio reserves the right to invoice additional consulting time at the Studio’s prevailing hourly rate.
6B. Out-of-Scope Submissions and SLA Breach
The Studio provides services strictly within the scope of work and service limitations defined within the quotation and these Terms.
The Client acknowledges that submission of long-form documents, extensive written material, strategic plans, research requests, legal documentation, SEO strategies, marketing reports, AI-generated content requiring review, or other analytical material outside the agreed scope of services constitutes a breach of the service scope or SLA parameters.
Where the Client submits such material, the Studio shall have the sole discretion to determine whether to:
• decline the request
• provide limited commentary
• analyse the material and provide feedback
Where the Studio elects to review or analyse such material:
- Any funds previously paid by the Client may, at the Studio’s discretion, be allocated toward the professional time required to review, analyse, or provide feedback.
- Such funds shall be deemed earned professional consulting fees and shall not be refundable.
- Where the time required to review such material exceeds the value of funds already paid, the Studio reserves the right to invoice the Client for additional time at the Studio’s standard consulting rate.
- The Client acknowledges that submission of such material does not obligate the Studio to perform consulting, legal, editorial, marketing, or strategic advisory services unless separately quoted and agreed in writing.
7. Intellectual Property
Ownership of final deliverables transfers to the Client only after full payment has been received.
Until payment is complete, all intellectual property remains the property of the Studio.
The Studio retains the right to display completed work in portfolios, case studies, and promotional materials.
The Studio also retains ownership of any preliminary concepts, drafts, strategies, development frameworks, internal methodologies, or unused creative work produced during the project unless otherwise agreed in writing.
8. Client Content Responsibility
The Client warrants that all materials supplied to the Studio, including text, images, trademarks, logos, and other content, are legally owned or licensed.
The Studio shall not be liable for copyright infringement resulting from materials supplied by the Client.
The Client agrees to indemnify the Studio against any claims arising from unlawful use of supplied content.
9. Proofing and Approval
The Client is responsible for reviewing proofs and deliverables carefully.
Once a design, layout, or content element has been approved by the Client, the Studio shall not be responsible for errors discovered after approval.
Subsequent corrections may be billed as additional work.
10. File Delivery and Backup
Upon final payment, deliverables will be provided in appropriate formats as agreed.
The Studio is not responsible for maintaining backups of files after final delivery unless a backup agreement is in place.
Clients are strongly advised to maintain their own backups of all files provided.
11. Project Timelines
Project timelines depend on timely client feedback, approvals, and provision of materials.
Delays caused by missing information may extend project timelines.
Projects inactive for more than 60 days due to lack of client response may be considered abandoned and may require a restart fee.
Restarting a dormant project may require a revised quotation.
12. Cancellation
In accordance with the Consumer Protection Act, the Client may cancel a project at any time.
Cancellation fees may apply based on the work completed.
A minimum 25% cancellation fee applies once the project deposit has been paid.
Where significant work has already been completed, the Studio reserves the right to invoice for work performed beyond the deposit amount.
13. Website Development and SEO
Websites may be developed using content management systems such as WordPress.
Basic SEO may be included in website packages but does not guarantee search engine rankings.
Advanced SEO services may be quoted separately.
The Studio shall not be responsible for changes in search engine algorithms, third-party platforms, or digital marketplace policies that may affect website visibility.
14. Hosting Services
If hosting services are provided through the Studio, hosting infrastructure may rely on third-party providers.
The Studio does not guarantee uninterrupted hosting availability and shall not be liable for downtime caused by third-party infrastructure.
Hosting services may be suspended if payments are overdue.
The Client acknowledges that hosting infrastructure, server performance, and internet connectivity are subject to factors outside the Studio’s direct control.
15. Confidentiality
Confidential information must be identified in writing before the project begins.
The Studio will treat such information as confidential and will not disclose it except where necessary to complete the project.
Confidentiality obligations shall survive the completion or termination of the project.
16. Security
The Client warrants that all materials supplied are free from viruses, malware, or malicious code.
If malicious software is detected, the Studio reserves the right to suspend services until the issue is resolved.
The Studio shall not be liable for security breaches resulting from third-party software, plugins, hosting providers, or user actions.
17. POPIA Compliance
Clients remain responsible for ensuring their own compliance with the Protection of Personal Information Act (POPIA).
The Studio does not guarantee that the implementation of a website or digital system alone will render a business compliant with applicable data protection laws.
18. Limitation of Liability
The Studio shall not be liable for indirect, incidental, or consequential damages arising from services provided.
The maximum liability of the Studio shall not exceed the total amount paid by the Client for the project.
This limitation applies to all claims including negligence, breach of contract, or statutory claims to the extent permitted by South African law.
19. Communication
Standard communication occurs via email or scheduled meetings.
Extended consultation or advisory services may be billed at the applicable hourly rate.
The Studio is not obligated to provide ongoing consultation outside the agreed project scope.
20. Right to Refuse Service
The Studio reserves the right to refuse services involving unlawful, abusive, fraudulent, defamatory, or inappropriate content.
The Studio may also terminate services where a Client engages in harassment, abuse, or unreasonable conduct toward Studio personnel.
21. Governing Law
These Terms shall be governed by the laws of the Republic of South Africa.
Any disputes arising from these Terms shall fall within the jurisdiction of the courts of South Africa.
22. Amendments
The Studio reserves the right to update these Terms and Conditions at any time.
The version in effect at the time of project initiation shall govern the relationship between the Studio and the Client.
23. Chargebacks and Payment Reversals
The Client agrees that any payment made to the Studio for services, deposits, or project work constitutes payment for professional services rendered.
The Client shall not initiate any chargeback, payment dispute, or payment reversal through a bank, payment processor, or financial institution for services already commenced or delivered.
Where a chargeback or payment reversal is initiated after work has commenced, the Studio reserves the right to:
• immediately suspend all services
• revoke access to delivered digital assets or hosted systems where legally permissible
• pursue recovery of the disputed amount
• recover any additional administrative, legal, or collection costs incurred
The Client acknowledges that deposits, consulting time, research and development work, and project preparation constitute legitimate professional services and are therefore not eligible for chargeback disputes once work has commenced.
Any unlawful chargeback initiated in contradiction of these Terms may constitute a breach of contract.
24. Client Delays and Production Scheduling
The Studio operates on a production schedule that allocates time and resources to client projects.
Where the Client delays a project by failing to provide required materials, approvals, feedback, or communication within reasonable timeframes, the Studio reserves the right to:
• reschedule the project within the Studio’s production queue
• adjust project timelines
• prioritise other active client work
If a project is delayed for more than 30 days due to client inactivity, the Studio reserves the right to place the project on hold.
Projects delayed for more than 60 days may be considered dormant and may require:
• a project reactivation fee
• a revised quotation reflecting current rates and project requirements
• updated timelines based on production availability
The Studio shall not be liable for any losses arising from project delays caused by the Client.
25. Project Termination and Kill Fee
Where a Client elects to terminate a Project after work has commenced but before completion, the Studio reserves the right to charge a project termination fee (“Kill Fee”).
This fee compensates the Studio for professional time already invested, project planning, research, resource allocation, and opportunity costs associated with reserving production capacity.
Unless otherwise specified in writing, the Kill Fee shall be calculated as follows:
• retention of the full project deposit; and
• payment of all work completed beyond the value of the deposit; or
• a minimum of 50% of the total project value, whichever amount is greater.
The Client acknowledges that the Studio allocates professional resources and scheduling commitments upon project commencement, and early termination may prevent the Studio from accepting other client work during that time.
All work completed prior to termination remains the intellectual property of the Studio until all outstanding fees have been paid.
26. Third-Party Software, Plugins, and Platforms
Projects may incorporate third-party software, plugins, frameworks, APIs, or platforms.
These may include but are not limited to:
• content management systems
• payment gateways
• marketing tools
• analytics platforms
• plugins or extensions
• hosting infrastructure
The Studio shall not be liable for:
• licensing changes
• pricing changes
• functionality limitations
• discontinuation of third-party services
• security vulnerabilities within third-party software
The Client acknowledges that third-party systems may introduce dependencies outside the control of the Studio.
27. Maintenance, Updates, and Technical Support
Unless explicitly included in the quotation or covered by a separate maintenance agreement, the Studio is not obligated to provide ongoing maintenance, updates, technical support, or system monitoring after project completion.
Post-launch services such as:
• software updates
• plugin updates
• security monitoring
• bug fixes
• content changes
• additional development
may require a separate maintenance agreement or hourly billing.
28. Digital Asset Access and System Credentials
Where the Studio provides administrative access, hosting credentials, or website control panels to the Client, the Client becomes responsible for the management and security of such credentials.
The Studio shall not be liable for:
• data loss
• website malfunction
• security breaches
• configuration errors
resulting from changes made by the Client or third parties after access has been provided.
29. Force Majeure
The Studio shall not be liable for delays or failure to perform obligations where such delays arise from events beyond the Studio’s reasonable control.
Such events may include but are not limited to:
• natural disasters
• acts of government
• power failures
• internet outages
• cyber incidents
• labour disputes
• supplier or infrastructure failures
Where such events occur, project timelines may be extended accordingly.
30. Entire Agreement
These Terms and Conditions, together with any quotations, invoices, project specifications, or written agreements issued by the Studio, constitute the entire agreement between the Studio and the Client.
No verbal statements, prior discussions, or informal communications shall modify these Terms unless confirmed in writing by the Studio.
31. Severability
If any provision of these Terms is determined to be unlawful, invalid, or unenforceable under the laws of the Republic of South Africa, that provision shall be severed from the agreement.
The remaining provisions shall continue in full force and effect.
32. Electronic Acceptance
The Client agrees that acceptance of quotations, payment of deposits, email confirmations, or digital approvals shall constitute legally binding acceptance of these Terms and Conditions.
Electronic acceptance shall carry the same legal force as a physical signature under applicable South African law.
33. Unreasonable Client Conduct
The Studio is committed to maintaining a professional working environment and constructive client relationships.
The Client agrees to conduct all communications with the Studio in a professional and respectful manner.
The Studio reserves the right to suspend or terminate services where the Client engages in behaviour that is considered unreasonable or disruptive to the professional working relationship. Such behaviour may include but is not limited to:
• abusive, threatening, or defamatory communication
• harassment of Studio personnel
• repeated disregard for agreed project scope or communication boundaries
• excessive or unreasonable demands outside the agreed service scope
• repeated submission of materials requiring extensive unpaid consulting time
Where services are suspended due to unreasonable conduct, the Studio reserves the right to:
• retain all payments already made
• invoice for work completed up to the date of suspension
• terminate the project in accordance with the termination provisions of this agreement.
34. Consulting Hour Cap and Advisory Services
Unless otherwise specified within the quotation or scope of work, projects do not include unlimited consulting, advisory, or strategy services.
The Studio may provide limited advisory input related to the Project; however, the Client acknowledges that extensive consulting services may require additional billing.
Where a Client’s requests for consultation, strategic input, document review, marketing advice, technical guidance, or business recommendations exceed reasonable project coordination requirements, the Studio reserves the right to:
• track the time spent on such consultation
• invoice the Client at the Studio’s prevailing hourly consulting rate
• suspend further advisory services until payment has been received.
Nothing in the Project scope shall be interpreted as obligating the Studio to provide unlimited consultation.
35. Intellectual Property Retention on Non-Payment
All intellectual property created by the Studio during the course of a Project, including but not limited to:
• design concepts
• branding systems
• layouts and prototypes
• website structures
• development frameworks
• code
• design assets
• strategy documentation
shall remain the sole property of the Studio until all outstanding fees have been paid in full.
Where payment remains outstanding, the Studio reserves the right to:
• withhold delivery of final files or systems
• revoke access to deliverables where legally permissible
• disable hosted systems provided through the Studio
• pursue recovery of outstanding fees through legal channels.
The Client shall not use, reproduce, distribute, or commercially exploit any work created by the Studio until full payment has been received.
Unauthorised use of the Studio’s intellectual property may constitute infringement under applicable copyright law.
36. Professional Judgement and Creative Discretion
The Client acknowledges that creative services involve professional judgement, artistic interpretation, and technical decision-making.
The Studio retains the right to exercise professional discretion in matters including but not limited to:
• design approach
• technical implementation
• layout structure
• user interface decisions
• creative interpretation of client instructions.
While reasonable revisions may be provided within the agreed revision limits, the Studio shall not be obligated to alter work in a manner that compromises professional standards, technical integrity, or industry best practices.
37. Independent Contractor Relationship
The relationship between the Studio and the Client shall at all times remain that of independent contracting parties.
Nothing contained within these Terms shall be construed as creating any partnership, joint venture, agency relationship, employment relationship, or franchise between the Studio and the Client.
Neither party shall have the authority to bind the other party to any third-party obligations without prior written consent.
38. Waiver
Failure by the Studio to enforce any provision of these Terms shall not constitute a waiver of the Studio’s right to enforce such provision in the future.
Any waiver of rights must be made in writing and signed by an authorised representative of the Studio.
39. Survival of Terms
Any provisions within these Terms which by their nature should survive termination of the Project shall remain in effect after completion or termination of the agreement.
This includes but is not limited to clauses relating to:
• intellectual property
• payment obligations
• limitation of liability
• indemnification
• confidentiality
• dispute resolution.
40. Good Faith Cooperation
Both parties agree to act in good faith and cooperate reasonably to achieve the successful completion of the Project.
Where disputes arise, both parties agree to first attempt to resolve such matters through good faith discussion before pursuing formal legal remedies.
41. Limitation of Business Loss and Consequential Damages
The Client acknowledges that the Studio provides creative, design, development, and consulting services and does not guarantee specific commercial outcomes, business performance, revenue generation, or market results.
Accordingly, the Studio shall not be liable for any direct or indirect business losses arising from the use of, or inability to use, any services or deliverables provided by the Studio.
This limitation includes, but is not limited to, claims relating to:
• loss of profits
• loss of revenue
• loss of business opportunities
• loss of anticipated savings
• loss of data
• loss of reputation or goodwill
• interruption of business operations
The Client acknowledges that digital services, websites, online platforms, and third-party systems may be affected by factors outside the control of the Studio, including but not limited to:
• search engine algorithm changes
• hosting infrastructure failures
• third-party software vulnerabilities
• internet connectivity issues
• cyber incidents
• regulatory or platform policy changes
The Studio shall not be responsible for any commercial losses, operational disruptions, or financial damages resulting from such events.
To the fullest extent permitted by the laws of the Republic of South Africa, the Client agrees that the Studio’s total aggregate liability for any claim arising from the Project, whether in contract, delict (tort), negligence, or otherwise, shall not exceed the total amount paid by the Client to the Studio for the specific Project giving rise to the claim.
The Client acknowledges that the pricing of services provided by the Studio reflects this allocation of risk and limitation of liability.
Schedule A – Professional Rates, Administrative Charges, and Breach Compensation
This Schedule forms part of the White Owl Graphic & Web Design Studio Terms and Conditions and defines the standard professional service rates, administrative charges, and compensation applicable where services extend beyond the agreed Scope of Work.
All charges listed below may be applied at the Studio’s discretion where additional time, administrative effort, consulting, or corrective work is required Rates are Excluding VAT.
1. Standard Professional Hourly Rates
The following hourly rates apply to work performed outside the original quotation scope.
| Service Type | Hourly Rate |
|---|---|
| Creative Design | R650 – R950 per hour |
| Web Development | R750 – R1,200 per hour |
| Technical Development / Integrations | R900 – R1,400 per hour |
| SEO / Digital Strategy | R750 – R1,200 per hour |
| Consulting / Advisory | R900 – R1,500 per hour |
| Content Editing / Review | R550 – R850 per hour |
Minimum billing increment: 30 minutes
2. Additional Revision Fees
Projects include only the number of revision rounds specified in the quotation.
Additional revisions may be billed as follows:
| Service | Fee |
|---|---|
| Minor revision | R350 – R650 |
| Moderate revision | R650 – R1,200 |
| Major revision or redesign | R1,200 – R3,500 |
Where revisions exceed 3 rounds, the Studio may convert the project to hourly billing.
3. Fragmented Feedback or Excessive Communication
Where the Client submits multiple fragmented communications, extended written requests, or repeated revisions outside a single consolidated revision round:
Administrative and consulting time may be billed at:
R650 – R1,200 per hour
Minimum charge: R350 per occurrence
4. Long-Form Content Review / Out-of-Scope Submissions
Where the Client submits large documents, reports, or written materials for analysis including:
• SEO reports
• strategy documents
• legal text
• marketing copy
• AI-generated material requiring correction
The following charges may apply.
| Service | Fee |
|---|---|
| Document review (under 5 pages) | R450 – R850 |
| Document review (5-20 pages) | R850 – R2,000 |
| Strategic document analysis | R1,200 – R3,500 |
| Editorial restructuring | Hourly billing |
5. Client Delay / Dormant Project Fees
Where projects become inactive due to lack of client communication:
| Delay | Fee |
|---|---|
| Project paused (30+ days) | No penalty but project may lose queue position |
| Project dormant (60+ days) | R1,500 – R3,500 restart fee |
| Project dormant (90+ days) | Project may require full re-quotation |
Restart fees compensate for project re-planning and rescheduling.
6. Priority Work / Rush Fees
Where the Client requests expedited work or priority scheduling:
| Priority Level | Fee |
|---|---|
| Priority scheduling | +25% project fee |
| Rush delivery (under 72 hours) | +35% project fee |
| Emergency work (under 24 hours) | +50% project fee |
7. Administrative Fees
Certain administrative activities require time outside normal production work.
| Service | Fee |
|---|---|
| Invoice re-issue | R150 |
| Account reconciliation | R350 |
| Formal project documentation | R450 |
| Contract amendments | R450 – R950 |
8. Chargeback Administration Fee
Where a Client initiates a payment dispute or chargeback:
Administrative and legal processing fees may apply.
Minimum charge:
R2,500 – R5,000
This fee excludes any legal recovery costs.
9. Intellectual Property Misuse Fee
Where the Client uses work prior to full payment:
Penalty fee:
200% of the outstanding project balance
This reflects unauthorised commercial use of intellectual property.
10. Unreasonable Client Conduct Compensation
Where excessive demands, harassment, or unreasonable conduct results in additional project disruption:
Administrative and consulting time may be billed at:
R900 – R1,500 per hour
The Studio reserves the right to terminate the project while retaining all payments.
11. System Recovery or Security Repair
If the Client or third parties damage systems through improper access:
| Service | Fee |
|---|---|
| Website recovery | R1,200 – R3,500 |
| Security clean-up | R1,500 – R6,000 |
| Database repair | Hourly billing |
12. Consulting Outside Project Scope
Professional advisory services not included in the quotation may be billed at:
R900 – R1,500 per hour
Minimum session: 1 hour
Schedule B – Client Behaviour Matrix
This schedule works alongside Schedule A – Professional Rates & Administrative Charges.
Scope Boundaries, Administrative Events, and Billable Activities
This Schedule defines behaviours, requests, or actions by the Client that may fall outside the agreed Scope of Work and therefore trigger additional billing or administrative charges.
The purpose of this matrix is to ensure clarity regarding professional time, resource allocation, and operational boundaries.
Where such events occur, the Studio reserves the right to apply the charges listed below or bill at the applicable hourly rate defined in Schedule A – Professional Rates.
1. Communication Behaviour
| Client Behaviour | Classification | Charge |
|---|---|---|
| Multiple fragmented emails or messages instead of consolidated feedback | Administrative overhead | R350 – R750 |
| Long-form email analysis requests outside scope | Consulting time | Hourly rate |
| Repeated voice notes or unscheduled calls requiring project time | Consulting time | Hourly rate |
| Unscheduled meetings exceeding 15 minutes | Consultation | Hourly rate |
| Repeated follow-ups within unreasonable timeframes | Administrative | R250 – R450 |
2. Scope Creep Behaviour
| Client Behaviour | Classification | Charge |
|---|---|---|
| Requesting new features not in quotation | Scope change | New quotation |
| Adding additional pages or sections to a website | Scope expansion | Quoted separately |
| Requesting redesign after concept approval | Major revision | R1,200 – R3,500 |
| Changing project direction mid-development | Scope change | Re-quotation |
| Adding integrations or automation not originally scoped | Development scope change | Quoted separately |
3. Content Submission Behaviour
| Client Behaviour | Classification | Charge |
|---|---|---|
| Sending unstructured content requiring editing | Content restructuring | R550 – R850/hr |
| Submitting large documents for review | Consulting analysis | R450 – R2,000 |
| AI-generated content requiring correction | Editorial work | Hourly rate |
| Supplying incomplete or incorrect content requiring rework | Administrative / editorial | Hourly rate |
4. Client Delay Behaviour
| Client Behaviour | Classification | Charge |
|---|---|---|
| Failure to supply content delaying production | Project delay | Timeline reset |
| Project inactivity over 30 days | Production interruption | May lose queue |
| Project inactivity over 60 days | Dormant project | R1,500 – R3,500 restart fee |
| Project inactivity over 90 days | Project closure | Re-quotation required |
5. Approval Behaviour
| Client Behaviour | Classification | Charge |
|---|---|---|
| Approving work and later requesting reversal | Revision outside scope | Hourly billing |
| Providing conflicting instructions from multiple stakeholders | Administrative disruption | Hourly rate |
| Delayed approvals causing scheduling disruption | Project delay | Timeline adjustment |
6. Technical Interference
| Client Behaviour | Classification | Charge |
|---|---|---|
| Client or third party alters website code | System repair | R1,200 – R3,500 |
| Incorrect plugin installations | Technical recovery | Hourly rate |
| Hosting or DNS changes without consultation | Technical investigation | Hourly rate |
| System damage caused by client changes | System restoration | Hourly rate |
7. Payment Behaviour
| Client Behaviour | Classification | Charge |
|---|---|---|
| Late payment over 30 days | Financial penalty | 5% monthly |
| Chargeback initiated | Administrative/legal | R2,500 – R5,000 |
| Repeated invoice disputes | Administrative | R350 – R850 |
8. Unreasonable Conduct
| Client Behaviour | Classification | Charge |
|---|---|---|
| Harassment or abusive communication | Contract breach | Project suspension |
| Repeated disregard of scope boundaries | Administrative disruption | Hourly billing |
| Excessive demands outside agreement | Consulting | Hourly rate |
| Attempting to pressure priority work | Rush request | Priority fee |
9. Priority Work Requests
| Client Behaviour | Classification | Charge |
|---|---|---|
| Requesting faster turnaround than quoted | Priority work | +25% fee |
| Requesting urgent changes under 72 hours | Rush work | +35% fee |
| Emergency requests under 24 hours | Emergency work | +50% fee |
10. Documentation Requests
| Client Behaviour | Classification | Charge |
|---|---|---|
| Additional documentation requests | Administrative | R350 – R850 |
| Technical reports or summaries | Consulting | Hourly rate |
| Formal compliance documentation | Professional service | R850 – R2,000 |
Legal Position of the Matrix
This matrix establishes that certain behaviours:
-
consume professional time
-
create administrative overhead
-
constitute scope expansion
Therefore they may be billed as additional professional services.
The Studio reserves the right to determine whether a request falls within the original Scope of Work.