Deposits & Payment

Once an initial design idea is approved by the client, each project then requires a non-refundable 30% deposit. Development of the client’s design will commence on receiving this payment.

Payments to Real Owl are to be made by the due date stated on the invoice.

Real Owl reserves the right to postpone the fulfillment of its obligations and/or disable live websites on accounts that fail to pay any invoice by its due date, until payment is made.

If the Client fails to pay within 7 days of receiving a written reminder, Real Owl may terminate the Agreement.

Hosting Fees

Hosting fees are due on website launch and are paid annually (unless otherwise agreed). Prices are based on Real Owl’s host and may be subject to change. Websites with high traffic may need additional support.

Copyright

It is the client’s responsibility to obtain the copyright permissions for any text, images or other files that Real Owl has used in the creation of websites, brochures or other marketing material.

We may place a small credit, in the form of a link, back to Real Owl’s own site at the foot of the client’s website.

Companies/individuals maintaining/taking on a website built by Real Owl may not claim design rights while Real Owl designs are still featured on the website.

Website Updates - After Launch

We love our clients, and we want your websites to look their best. Minor text and image updates are free of charge.

Large amendments, redesigns and new pages may be subject to charge.

Additional Support

Additional support can be arranged at any time. If arranged before website launch, your ageed package will commence once your website is live.

Paid annually or quarterly. Prices may be subject to change depending on level of service required.

Errors & Bugs

Any errors in the websites code are the responsibility of Real Owl. However, as we have no control over browser updates/old browser versions, Real Owl can not be held responsible for any bugs related to this.

Uptime & Website Monitoring

Expected uptime for websites hosted by Real Owl are reliant on Real Owl’s host (Heroku).

Websites with downtime will be given priority and Real Owl will attempt to rectify the problem as soon as possible.

Complaints

If you have a formal complaint, please get in touch soon as possible by emailing [email protected] with the following information:

1. email subject heading of 'Formal Complaint'
2. your full name
3. as much information as possible about the reason for your complaint

We will acknowledge receipt of your complaint by email within 30 days and an investigation will be carried out into the issues raised. If we require any additional information to carry out the investigation, we will let you know as soon as possible.

Responsibility of third parties - There are some situations where we have no control over the service you receive, because it is not provided by us. In these cases, complaints should be submitted to the third party responsible for the service.

Termination

Either party may terminate this Agreement by giving written notice via email to the other party.

Real Owl may terminate this Agreement if the Client:

1. fails to pay any invoice by its due date and fails to make payment within 7 days of receiving a written reminder;
2. repeatedly fails to provide information, content, access, feedback or approvals reasonably required for Real Owl to carry out the work;
3. engages in conduct that makes it unreasonable or impractical for Real Owl to continue providing the services
4. materially breaches any other term of this Agreement and fails to remedy the breach within 7 days of being notified; or
5. becomes insolvent, enters liquidation, administration or any similar process.

If Real Owl terminates this Agreement:

Existing websites will remain live for 60 days, or until the Client has launched a replacement. Minor text and image updates requested by the Client will continue to be made by Real Owl during this period.

If the Client terminates this Agreement:

Where the Client terminates a project before completion, the Client remains responsible for payment for all work completed up to the termination date, together with any agreed third-party costs or expenses already incurred.

Where the total value of work completed exceeds the amount already paid, Real Owl will issue a final invoice for the outstanding balance.

Where payment remains outstanding following termination, Real Owl is not required to transfer, publish, launch or release any website, design files, source files, credentials, code or other project materials until all outstanding amounts have been paid in full.

Changes to this policy

We reserve the right to update this policy at any time.