Terms & Conditions

Please note the the following terms and conditions are current as of 1/02/16. All prices include GST. Our pricing and offerings are reviewed annually each year and any changes in prices and offerings take effect from the following month. All clients are required to read our terms in full and agree before commencing any work.

PixelProtect: Website Hosting, Support & Maintenance

Essentials $69/month

Ideally suited for:

  • Websites that attract up to 1500 visits/mth in website traffic.
  • Businesses that update their websites on a monthly / occasional basis.
  • Businesses that require occasional website support.

Hosting Includes:

  • Website Hosting on Pixel Fish Shared Server
  • POP Email.
    * Please note: Pixel Fish is not responsible for page load speed or downtime.

Support Includes:

  • Phone & Email Support for Website (2hrs/yr)
  • Additional support can be provided and will be charged out on an hourly rate
  • Software Updates (WordPress/Theme/Plugins)
  • Theme/Plugin Licences
  • Access to Videos Tutorials & Online Manual
  • Nightly Website Backups
  • Security & Uptime Monitoring
  • Questions on how to edit/add content to your site such as text, links, images, pages or posts
  • Forgotten log-ins/passwords

Support Excludes:

  • Performing work on support of eCommerce websites, Emarketing & Digital Marketing

 

Professional $99/month

Ideally suited for:

  • Websites that attract more than 1500 visits/mth in website traffic
  • Businesses that update their websites on a weekly / regular basis
  • Businesses that require regular website support

Hosting Includes:

  • Fast & Powerful Website Hosting on the Pixel Fish Dedicated Server
  • POP Email
    * Please note: Pixel Fish is not responsible for page load speed or downtime.

Support Includes:

  • Phone & Email Support for Website (4hrs/yr)
  • Additional support can be provided and will be charged out on an hourly rate
  • Software Updates (WordPress/Theme/Plugins)
  • Theme/Plugin Licences
  • Access to Videos Tutorials & Online Manual
  • Nightly Website Backups
  • Security & Uptime Monitoring
  • Website Firewall
  • Questions on how to edit/add content to your site such as text, links, images, pages or posts
  • Forgotten log-ins/passwords

Support Excludes:

  • Performing work on support of eCommerce websites, Emarketing & Digital Marketing

 

eCommerce $109/month

Ideally suited for: Pixel Fish clients who run an E-Commerce Website

Hosting Includes:

  • Fast & Powerful Website Hosting on the Pixel Fish Dedicated Server
  • POP Email
    * Please note: Pixel Fish is not responsible for page load speed or downtime.

Support Includes:

  • Phone & Email Support for Website (6hrs/yr) including Ecommerce Support
  • Additional support can be provided and will be charged out on an hourly rate
  • Software Updates (WordPress/Theme/Plugins)
  • Theme/Plugin Licences
  • Access to Pixel Fish Online Manual & Videos
  • Nightly Website Backups
  • Security & Uptime Monitoring
  • Website Firewall
  • Questions on how to edit/add content to your site such as text, links, images, pages or posts
  • Forgotten log-ins/passwords
  • Questions on how to edit/add/manage your products and online store

Support Excludes:

  • Performing support for Emarketing & Digital Marketing

Overall Exclusions

  • Setting up email on mobile, laptop or PC devices
  • Technical support for Phones, Computers, IT and Internet help
  • Performing work or support of third Party plug-ins or services such as PayPal, Facebook, YouTube, Linkedin, Photoshop etc
  • Renewing of domain names
  • Unlimited bug fixes

Bug Fixes

Occasionally a website may appear broken as a result of software updates (WordPress, Theme & Plugins) or by other means such as user, browser, desktop & device error. Pixel Fish will work to fix all website bugs including performing additional updates & troubleshooting by contacting website & email hosting providers, WordPress and theme & plugin authors. Support time for bug fixes will be deducted from the yearly support allowance for each client.  Pixel Fish cannot provide unlimited bug fixes as Pixel Fish is not responsible for the development & maintenance of WordPress, Elegant Themes & the various plugins being used to operate each website.

Phone & Email Support

Pixel Fish clients have access to our friendly support team via email and phone.  The allocated support hours for every client is wiped clean on the 1st January each year. Support is handled exclusively through the Pixel Fish support line 02 9114 9813 and support@pixelfish.com.au.
Support is offered between 9:00am to 5:00pm Mondays to Fridays. Pixel Fish support is exclusive for Pixel Fish clients. Pixel Fish does not support any 3rd party enquiries.
* Please note that support is not available on Public Holidays or over the annual Christmas break.
* Please note that phone support is limited to the hours specified in each plan.
* Additional support will be charged in 15 minute increments at our hourly rate and billed monthly upon use.
* During peak times, there may be a 24-48hr response time for any support.

Website Hosting Terms & Conditions

Transparency of hosting service

Pixel Fish is a business re-seller partner of TPP Wholesale Pty Ltd for domains and POP emails. Pixel Fish uses shared & dedicated hosting servers through Digital Pacific. Through these partners, Pixel Fish purchase both domain names and SSL certificates and provide web hosting for their clients. As part of this service, Pixel Fish will liaise with TPP and Digital Pacific on our clients’ behalf to resolve any technical issues.

Liability due to website performance and uptime

Pixel Fish has chosen Digital Pacific’s Australian-based shared & dedicated hosting platforms for its renowned performance and uptime (99.99% uptime being a guide from Digital Pacific). Pixel Fish is not responsible for any website or email downtime, or related costs or damages associated with the website or email services being down for any period of time. In the event of downtime, Pixel Fish will work closely with both the client and Digital Pacific to rectify any issues in a timely manner.

Website Hosting

It is recommended that every Pixel Fish website be hosted on a PixelProtect: Hosting, Support & Maintenance Plan. For clients who wish not to take advantage of PixelProtect, there is a $550 fee for website migration and testing to their own hosting.
* Please note that whilst we use one of the most reputable and stable hosting providers, Pixel Fish is not responsible for the page load speed or downtime of our hosting providers.

POP Email Hosting

Each Pixel Fish client is entitled to the option of setting up the following: • Up to 5 POP email addresses (1GB limit each) • Up to 3 email forwarders * Please note, as POP emails rely on users to download the emails to their local desktops or mobile devices, Pixel Fish is not liable or responsible for the loss of any data.

Website Backups

Pixel Fish performs automatic backups of every website. The backups are performed nightly (Database Only), weekly (Full Core & Database),  monthly (Full Core & Database) with 5 copies of each to be stored. These backups are saved to both a cloud server that is separate from your web hosting, and also locally to our system and stored . This provides each Pixel Fish client with peace of mind.

Monthly Hosting Fee & Payment Terms

Clients must complete our E-Debit online form (www.pixelfish.com.au/edebit) prior to the website planning meeting.
The monthly direct debits will be transacted on or about the 1st business day of each month. The first payment will occur during the month following the receipt of the E-Debit form. Pixel Fish clients are responsible for any changes to their direct debit information and must inform Pixel Fish of any changes to their bank details.
* Please note if clients wish to pay via credit card, there will be a 1.65% surcharge for VISA and MasterCard and 4.2% surcharge for AMEX and Diners.

Failure to Pay / Insufficient Funds /Cancellation

If the automatic debit defaults, it is automatically reprocessed until paid in full plus a penalty fee of $11 per debit default and will continue to be reprocessed until paid. Failure to pay your monthly hosting fee within 14 days will result in the suspension of your website and email accounts until full payment has been received. Pixel Fish clients paying by automatic debit agree to pay all bank, reference, debt collection or legal fees associated with any default or legal proceedings to recover outstanding fees. Cancellation of the automatic debit requires one month’s notice in writing. Cancellation of hosting will result in the suspension and removal of the website from the time payment ceases.

Release of Website

Should a client request a release of their website after 12 months from launch, Pixel Fish requires:
1) 30 days notice
2) Completion of the Website Release/Transfer form https://www.pixelfish.com.au/release
3) Payment of a $220 release fee.
Thereafter Pixel Fish will provide a zipped file of the website backup which includes all core & database files. This zipped file will be handed over to the client for their next web developer to implement. Pixel Fish is not responsible for any loss of data during this process. Pixel Fish is not responsible for the actual transfer of the website, or the re-setup of email addresses and forwarders, all of which are the responsibility of the client’s new provider. Once the transfer has been requested, there is a 30 day window before the site and hosting will be removed from our servers. Please also note that after the transfer, no online training videos, licences or support will be available from Pixel Fish.

Migration of Website to External Hosting Provider

Should a client request a transfer of the website to another hosting provider, and choose to engage us to perform this transfer, a transfer fee of $550 will be levied. This requires 30 days notice. Upon payment of the transfer fee and provisioning of new hosting, Pixel Fish will migrate the existing website to the new hosting allocation. Pixel Fish is responsible for the migration of the website and ensuring the correct functionality is maintained. Client will be given a list of requirements to ensure their chosen hosting environment is suitable prior to transfer.

Pixel Fish Training

Training

With every website we create, we provide a private face to face website training session in our office for all of our Pixel Fish clients. This hands-on session will teach you how to navigate through the back end of your website and update it to grow your business. With Pixel Fish you will have the confidence and skills to manage your website.

Online Training Videos and Manual

Pixel Fish clients have access to a range of Pixel Fish instructional videos which cover tutorials on adding & editing content to their website(s). There is also a comprehensive online instructional manual exclusive to Pixel Fish clients.

Other

Damage or Loss

Pixel Fish (The Author) is not liable for any damage or loss caused to a website once it has been handed over to the client. We encourage our clients to be careful when editing / deleting pages as information can be easily lost. Pixel Fish is also not liable for any content that is on your website. Pixel Fish clients have Editor level access to their websites, whilst Pixel Fish retain the Administrator access for secure management of the website. If a client requires administrator access to their website, this request must be put in writing to Pixel Fish. Pixel Fish is not responsible for any loss or damage to the website, backups or database once administrator access has been given.

WordPress

Every Pixel Fish website is built on WordPress, an open source CMS (Content Management System) platform that we have found to be an excellent solution for our clients’ needs. Please note: we neither own, nor control WordPress. Pixel Fish is not responsible for any disruption, loss of data or inconvenience caused by WordPress.

Elegant Themes

Pixel Fish uses themes by Elegant Themes. We have found Elegant Themes to be a progressive and responsive theme company. Please note: we neither own, nor control Elegant Themes. Pixel Fish is not responsible for any disruption, loss of data or inconvenience caused by Elegant Themes.

Campaign Monitor & MailChimp

Pixel Fish uses both Campaign Monitor & MailChimp to assist its clients with Emarketing. We have found both Campaign Monitor & MailChimp to be a fabulous Emarketing solutions depending on individual business requirements. Please note: we neither own, nor control Campaign Monitor or MailChimp. Pixel Fish is not responsible for any disruption, loss of data or inconvenience caused by Campaign Monitor or MailChimp.

PayPal and Other 3rd Party Plug-ins

Pixel Fish uses 3rd party plugins such as PayPal, Woocommerce, Gravity Forms, Facebook etc to give our clients’ websites additional functionality. Please note: that we neither own, nor control any of these 3rd party plugins. Pixel Fish is not responsible for any disruption, loss of data or inconvenience caused by 3rd Party Plugins.

Pixel Fish Logo

Pixel Fish websites feature a small Pixel Fish logo at the bottom of the footer. This is our way of showing the world how proud we are to have built the website.

Intellectual Property of website content

Whilst Pixel Fish creates and hosts each website, the website’s structure, design and content (images and text) is owned by and is the intellectual property of the client. Pixel Fish is also not liable for any content that is on your website.

Domain Name Ownership

Whilst Pixel Fish manages the domain names for many of our clients, legally each and every domain name remains the property of our clients who are the rightful ABN/ACN holders of their business. Should any client wish to be released, Pixel Fish agrees to assist in releasing the domain name(s) free of charge.

Annual Review

Review of PixelProtect

Pixel Fish perform an annual review and where applicable adjust the PixelProtect prices and services. Pixel Fish will notify clients of any price or offering changes and new prices will commence the following month..

Website Development Payment Terms

Initial 50% Payment

The first step for a new Pixel Fish client is to decide which website pack best suits their requirements. Pixel Fish will provide the client with an initial 50% invoice for EFT payment. This initial 50% is required to activate the project. Once the 50% payment is received, a website planning meeting is then organised.

25% Progress Payment

Once a new website is presented to a Pixel Fish client for review, Pixel Fish will issue a 25% progress payment invoice, which is required for payment at this stage.

Final 25% Payment

Once a website is approved for launch, Pixel Fish will issue the final 25% invoice which is due for payment prior to the website going live. * In cases where there is a client-side delay in the website build, this invoice will also be raised and issued 60 days after the initial invoice and is due 60 days after initial 50% invoice (whichever comes first).

‘Extras’

In some instances clients opt for ‘Extra’ features during the course of the design & development of their website (such as additional pages or additional functionality etc). Whenever this occurs, Pixel Fish will always quote clients about the impact of any extra costs for full transparency. Upon website approval, Pixel Fish will invoice the client for any ‘extras’ agreed to during the website building process.

Cancellation

In the case of unforeseen client cancellation;
1) Pixel Fish will provide a refund less an administration fee of 10% if cancelled within 30 days of payment & prior to website planning meeting.
or
2) No refund will be provided if the cancellation occurs after the website planning meeting.
* If you have any questions regarding the above terms and conditions please email info@pixelfish.com.au