Terms of Service
The following terms and conditions apply to all development/design/marketing/consulting services Ecom Support 360 provides the client. Please read these terms and conditions carefully. Any purchase or use of our services implies that you have read and accepted our terms and conditions.
1. The Focus Area of Our Services
E-commerce Development | Store Management | SEO & Digital Marketing | Performance Optimization | Security & Maintenance | Customer Support
2. Acceptance
No client needs to sign an acceptance of these terms and conditions for them to apply. Clients who accept a quote will be deemed satisfied with the terms and conditions and entirely accept them.
3. Talk About Our Engagement Models
We follow the below engagement models.
Hire Dedicated Resource[s]: For mid and large-sized projects for the long term.
Fixed Price: For startups & small businesses—This option is suitable for projects where the time and cost of development can be evaluated. After analyzing your project idea, we will submit a time and price quote for your review. After your approval, we will start work.
Time & Material: The engagement model only allows you to pay for the resources and time you use for the project.
Buckets: A popular model for small projects; it gives freedom to pay as the task is completed.
4. Quality of Service
You deserve to have your work carried out to the highest possible standard and promptly, and we will always try to meet or exceed your expectations. We highly value quality and look to pass that on to our clients at every opportunity.
5. Our Values:
We will act with the utmost integrity, professional dedication, and courtesy at all times & our values are CLEAR:
Client Experience: We strive for an excellent client experience.
Leadership: We demonstrate leadership by utilizing our expertise for your project’s betterment.
Ethics: We do business with ethics.
Accountability: We take responsibility for our work with honesty.
Results: Results matter, and we are a result-oriented team.
6. How Can the Client Help, or How Can You Help
Clear instructions or requirements: Clear instructions allow us to effectively provide an accurate estimate, prepare proper architecture for scalable outcomes, and work on the project to the best of our abilities.
Timely inputs/responses/feedback: The team is blocked for the committed duration; they must have timely inputs & regular tasks at all times to avoid delays (any delays may increase the time required to complete the project).
Raise a timely flag for dissatisfaction: Please inform us if you are dissatisfied with the service provided. We will attempt to resolve the issue amicably. However, we cannot fix a problem we are unaware of.
Your availability for the scheduled demos: You are expected to be available for demos planned for regular updates. Please inform us about your holidays/leaves/unavailability so we can manage the work dependencies accordingly.
7. What We Will Not Do
- Project confidentiality breach: We value the trust and confidentiality of our agreement and work relationship.
- Work directly on a live server (unless specified). We will supply a sandbox server for development. Digital Marketing (SEO) work does take place on the live server.
- Hold the data set. Please provide us with test data or a copy of the live DB.
- Tolerate abuse of staff members.
8. Our Invoices
Payment of the advance / first invoice is an acceptance of these terms and conditions.
The charges are calculated by Ecom Support 360’s standard rates per the agreed contract (which can be amended on one month’s prior notice to you) as follows:
Weekly rates are calculated based on an eight (8) hour day, working five (5) days a week.
Daily rates are calculated based on eight (8) hours per day.
Bucket rates are calculated based on 10, 20, and 40 hours being purchased against your project, all of which must be used within a defined timeline as per agreement at the time of booking.
All invoices must be paid in the currency in which they are issued.
Our invoices are issued before we start the work and need to be reconciled for the work to commence.
Your project may be put on hold temporarily while your payment on invoices is outstanding, and in that event, we reserve the right to remove project files from our servers.
Unless otherwise stated, all prices are exclusive of VAT or any other taxes that may be applicable. Where applicable, Ecom Support 360 will charge you the current rate for these taxes.
9. Limitation of Liability:
Under no circumstances shall either party be liable to the other party or any third party for any damages resulting from any part of this contract, such as, but not limited to, loss of revenue or anticipated profit or lost business, costs of delay or failure of delivery, which are not related to or the direct result of a party’s negligence or breach.
10. Disclaimer of Warranties:
The service provider shall complete the services for the client’s purposes and to the client’s specifications. The service provider does not represent or warrant that such services will create additional profits, sales, exposure, brand recognition, or the like. The service provider is not responsible to the client if the deliverables do not lead to the client’s desired result(s).
11. Design & Development Credit
A link to Ecom Support 360 will appear at the bottom of the client’s website in either a small type or a small graphic. If a graphic or link is used, it will be designed to fit in with the overall site design. The client also agrees that the website developed for the client may be presented in Ecom Support 360’s portfolio.
12. Use of Online Project Management Area:
Access to Ecom Support 360’s TickTalk is temporarily granted to help your project run smoothly: suspend, withdraw, discontinue, or change all or any part of Ecom Support 360’s TickTalk without notice.
We will not be liable to you if Ecom Support 360’s TickTalk is unavailable at any time or for any period.
You are responsible for ensuring that all Ecom Support 360’s TickTalk users know and comply with the terms and conditions.
If you are provided with a username and password as part of our security procedures, you must treat such information as confidential and not disclose it to any third party.
We have the right to turn off any username or password, whether chosen by you or allocated by us, if, in our opinion, you have failed to comply with any of the terms of use provisions.
We own or license all intellectual property rights associated with Ecom Support 360’s TickTalk and published material.
We do not guarantee that Ecom Support 360’s TickTalk will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programs, and platform to access it.
We will not be liable for any loss or damage caused by a virus, distributed denial-of-service attack, or other technologically harmful material that may infect and affect your computer equipment or platform, including data or other proprietary material due to your use of Ecom Support 360’s TickTalk or your downloading of any content on it, or any website linked to it.
You must not misuse Ecom Support 360’s TickTalk by knowingly introducing viruses, Trojans, worms, or other harmful material that is malicious or harmful to the technology being used. You must not attempt to gain unauthorized access to Ecom Support 360’s TickTalk or the server where it is hosted.
13. Use of Intellectual Property:
Each party acknowledges that the other party owns or licenses intellectual property related to its or its affiliates’ existing businesses. Such intellectual property may be used and further developed during this agreement.
14. Procedures for Resolving Any Problems
We aim to give you high-quality and efficient service at all times. However, if at any time you are unhappy with the service that you receive, including our invoices, please raise your concern in the first place to:
- Your developer/designer is working under an appropriate model.
- Your project manager is working under a proper model.
- If you are concerned about invoices, please raise it with our accounts team.
15. No Derogatory Comments
If the client is unsatisfied with our work, they can report their comment to us per our t&c, but should not attempt to tarnish our reputation in any public community or third party.
16. Non-Compete Clause.
During this agreement, you will not, directly or indirectly, solicit or do business with any developer or employee or entice, induce, or assist any developer or employee in ceasing employment with Ecom Support 360.
17. Constitute:
These terms and conditions of business constitute the entire agreement between us and extinguish all previous agreements, promises, warranties, representations, and understandings, whether written or oral.
18. Copyright & Ownership:
The website, including all the material (excluding any applicable third-party materials), is the property of Ecom Support 360, and it is copyrighted and protected by worldwide copyright laws and treaty provisions. You hereby approve following all the copyright laws worldwide in your use of this website and prevent any unauthorized copying of the material.
19. Refund:
Ecom Support 360’s refund policy is based on standardized practices that strictly follow industrial norms. We put up with fair assessment practices, and all the refund claims are processed with vigilant parameters to ensure the decisions are justified and mutually agreeable. Our policies are treated with appropriate measures to settle different claims from different assortments of needs and various business situations.
Coverage & Scope This refund policy covers Ecom Support 360’s actions and approaches to refunds. It does not apply to the practices of companies that Ecom Support 360 does not own or control or of persons that Ecom Support 360 does not employ or manage, including any third-party service and/or product providers bound by contract and any third-party websites to which Ecom Support 360’s websites link.
When Do You Qualify for Refunds? When you file a complaint with Ecom Support 360, we first try to provide an ideal solution to your issue. Your case is then introduced to the technical team and reported to the experts’ panel. Refunds are only made in extreme circumstances when nothing good [with your approval] can be done to solve the issue.
While planning for refunds, we check for the soundness and validity of the case, applying different conditions to it. If these conditions are satisfied, a refund may apply*
* Development/Post-sales operations have not yet started
* The issues with the project are beyond the scope of rectification/resolution/fixing
* You have not violated our payment terms
* You have not used any information for monetary/business benefits (gained during association)
* The reasons you made are valid/rational/realistic enough to qualify for a refund trial
* Should be able to demonstrate their innovative UI design and development skills and understand what makes an app addictive and appealing
* You have presented all the proofs and evidence surfacing your refund claim
* The claim does not arise from any billing dispute coming from your bank or payment vendor
*Important Note: If any of the above points are violated, your claim will be considered void. The decision on refunds is final and irrevocable
How does The Refund take place?
1. Pre-Refund
* Refund query is processed, analyzed, and checked for veracity
* Match the query with the agreeable parameters and valid reference points
* Arrange for refunds in permissible situations and settle wholly or partly, as the case may be
2. Post-Refund
* Sign a proof agreement
* Unless you have been told otherwise, you destroy all copies of Information shared and communication that happened in the due course
3. Transaction
* The refund may take 7-10 business days to process after the refund agreement is signed
* You will be refunded in the currency you were charged in. If this is not your native currency, your bank may charge exchange fees or a change in the exchange rate may result in a difference in the amount refunded compared to the amount you originally paid (in your native currency). It is solely your responsibility if you have to pay any fees or bear any losses in this process.
Changes Ecom Support 360 may amend this policy at any time, without your notice, and at its sole discretion. You are expected to check the policy periodically for updates. For more information, contact us at contact@addwebsolution.com.