Website Services Policy
Governs all website design, development, maintenance and hosting services we provide to clients · Effective 7 June 2026
Purpose
This Website Services Policy outlines the standards, responsibilities and terms that govern all website design, development, maintenance and hosting services provided by Lubelo Tech Solutions ("we", "us", "the Company") to our clients ("you", "the Client"). It works together with your signed quotation or proposal, which takes precedence where there is any conflict on project-specific items such as price and scope.
Scope
This policy applies to all website-related services, including but not limited to:
- Website design and development
- Website hosting and maintenance
- Search engine optimisation (SEO)
- Website content management and updates
- E-commerce integration
- Domain registration and email setup
- Graphic design and digital marketing where included in a quotation
Client Responsibilities
Clients are responsible for:
- Providing accurate and timely information, content and feedback.
- Ensuring ownership and licensing of supplied materials (text, images, videos, etc.).
- Reviewing and approving deliverables before project completion.
- Making payments according to agreed timelines.
Failure to provide required materials or feedback may result in project delays (see section 16, Project Timelines & Client Inactivity).
Required Information Before Project Commencement
To begin any website project, clients must provide the following:
4.1 Business Information
- Registered company name, address and contact details.
- Business registration number (if applicable).
- Primary contact person (name, phone number, email).
4.2 Branding Materials
- Company logo in high-quality format (PNG, SVG or AI preferred).
- Brand colours, fonts and style guide (if available).
- Any existing marketing materials or brand references.
4.3 Website Content
- Page structure or sitemap (e.g. Home, About, Services, Contact).
- Written content for each page (or a request for copywriting services).
- Images, videos or media to be featured on the site.
4.4 Technical Information
- Preferred domain name (or existing domain details).
- Hosting details (if provided by the client).
- Admin access to any existing website (for redesigns).
4.5 Project Preferences
- Design references or examples of websites you like.
- Specific functionality requirements (e.g. booking system, e-commerce, contact forms).
- Any deadlines or event-based launch dates.
Company Responsibilities
Lubelo Tech Solutions will:
- Deliver professional website services as outlined in the signed quotation or proposal.
- Maintain client confidentiality and data protection in line with POPIA.
- Provide technical support during the agreed service period.
- Communicate clearly regarding progress, milestones and potential delays.
Payment Terms Updated
Our standard payment plan is split across three milestones:
- 50% deposit — payable before the project commences.
- 25% at MVP — payable when the first working version of your website (the minimum viable product) is delivered for your review.
- 25% on completion — the final balance, due before the website goes live.
Prefer to spread the cost? We can also create a customised payment plan tailored to your budget — for example, settling the balance in equal instalments over 3 or 6 months. Any custom arrangement is agreed and confirmed in writing in your quotation.
- Maintenance is charged separately, based on the scope of work agreed for your plan.
- Hosting, domain and email fees are paid in advance on a monthly or annual basis.
- Accepted payment methods and banking details are provided on each invoice.
- Late payments may result in suspension of services until payment is received (see section 17).
Revisions & Approvals Added
Each design stage includes a reasonable number of revision rounds as stated in your quotation (by default, two rounds of revisions per stage). Additional revisions, or changes requested after written sign-off of a stage, are treated as new work and quoted separately. Written approval (email or signed sign-off) is required to move from one stage to the next.
Third-Party & Pass-Through Costs Added
Some projects require third-party products or services that are billed to the client at cost (or included where stated in the quotation), including but not limited to:
- Domain registration and annual renewals
- Premium themes, plugins, templates or fonts
- Stock images, video or audio licences
- Paid APIs, SMS/email-sending services or payment-gateway fees
- Advertising spend (e.g. Google Ads, Meta Ads)
These costs are the Client's responsibility and remain subject to the relevant third party's own terms and licences.
Website Ownership & Intellectual Property
- Upon full payment, the website design, code and content created by Lubelo Tech Solutions become the property of the Client.
- Until payment is completed, all materials remain the intellectual property of Lubelo Tech Solutions.
- Third-party software, plugins, themes and fonts remain subject to their respective licences.
- We retain the right to display completed work in our portfolio and marketing unless otherwise agreed in writing.
Content Management & Updates
- Clients may request website updates under a maintenance agreement.
- Additional or urgent updates outside the scope of the agreement will be charged separately.
- The Company is not responsible for errors caused by client-managed changes unless a maintenance plan is active.
Domain & Email Services Added
- Where we register a domain on your behalf, it is registered in the Client's name wherever possible, and the Client is the owner of that domain.
- Domain and email services renew on a recurring basis. Keeping renewal payments up to date is the Client's responsibility; we are not liable for a lapsed domain or interrupted email caused by non-payment or late renewal.
- Email hosting is subject to fair-use storage limits and our Hosting Acceptable Use Policy.
Data Protection & Privacy
Lubelo Tech Solutions complies with the Protection of Personal Information Act (POPIA) and ensures that:
- Personal and client data are handled securely.
- No client information is shared with third parties without consent, except as needed to deliver the service (e.g. hosting providers).
- Clients are responsible for compliance with privacy laws when collecting data via their own websites.
How we handle personal information on our own websites is described in our Privacy Policy.
Refunds & Warranty Coverage
- Deposits are non-refundable once design or development work has started.
- Minor bugs or errors reported within 30 days after project delivery will be fixed at no additional cost.
- Any new feature requests or redesigns after project completion will be charged separately.
Support Availability Updated
Standard support is provided during business hours: Monday to Friday, 08:00–17:00 (SAST), excluding South African public holidays. For genuine emergencies on services we host — for example a hosted website being completely down — we aim to respond as soon as reasonably possible, including outside business hours. Detailed response targets are set out in our Service Level Agreement.
Service Limitations
- The Company is not liable for downtime caused by third-party hosting providers, domain registrars or external factors.
- We do not guarantee specific search-engine rankings (SEO results vary by algorithm and competition).
- We do not guarantee specific business outcomes from marketing services.
Project Timelines & Client Inactivity Added
Project timelines depend on the Client providing content, feedback and approvals on time. If we do not receive a required response for 14 consecutive days, the project may be paused and placed at the back of our schedule. Reactivating a paused project may require rescheduling and, where applicable, a reactivation fee. Projects inactive for more than 60 days may be considered abandoned, with work completed to date invoiced in full.
Late Payment Added
Invoices are due by the date stated on the invoice. Overdue accounts may be charged interest at 2% per month (or as stated on the invoice) on the outstanding balance, and services (including hosting and email) may be suspended until the account is settled. Suspension does not relieve the Client of amounts owed.
Confidentiality Added
Both parties agree to keep confidential any non-public information shared during a project — including credentials, business information and pricing — and to use it only for the purpose of delivering the services. This obligation continues after the project ends.
Limitation of Liability & Indemnity Added
To the maximum extent permitted by law, our total liability arising out of or in connection with the services is limited to the total fees paid by the Client for the specific service giving rise to the claim. We are not liable for any indirect, incidental or consequential loss, including loss of profit, data or business. The Client indemnifies Lubelo Tech Solutions against claims arising from content the Client supplies or from the Client's use of the deliverables in breach of any law or third-party right.
Force Majeure Added
We are not liable for delay or failure to perform caused by events beyond our reasonable control, including load-shedding and power failures, internet or network outages, failures of third-party providers, natural disasters, or government action. Affected timelines are extended for the duration of the event.
Cancellation & Termination
- Either party may terminate the service with 30 days' written notice.
- Lubelo Tech Solutions reserves the right to terminate services due to breach of terms, non-payment or inappropriate conduct.
- On termination, all work completed up to that date is payable, and the Client is responsible for arranging continued hosting/domain where applicable.
Amendments & Governing Law
Lubelo Tech Solutions may update this policy periodically; clients will be notified of major changes via email or official company channels. This policy is governed by the laws of the Republic of South Africa, and any disputes shall be resolved within the jurisdiction of South African courts.
Client Acknowledgement & Signature
By signing below, you confirm that you have read, understood and agree to be bound by the Lubelo Tech Solutions Website Services Policy. Please complete all fields before printing or saving your signed copy.
Privacy Policy
How we collect, use and protect personal information on our websites · POPIA-aligned · Effective 7 June 2026
Who We Are
This Privacy Policy explains how Lubelo Tech Solutions ("we", "us") collects and processes personal information when you visit our websites, contact us, or use our services. We process personal information in accordance with the Protection of Personal Information Act, 2013 (POPIA).
Responsible party: Lubelo Tech Solutions, 85 Sixth Avenue, Durban, South Africa.
Information Officer: Ndumiso Mngomezulu — info@lubelotechsolutions.co.za · 065 904 2919.
Information We Collect
- Information you give us — name, company, email, phone number and message details when you complete a contact, quote or booking form.
- Acknowledgement & signature data — when you sign a policy or agreement online, we collect your name, email, the date, and your signature.
- Account & project information — details needed to deliver services, including domain, hosting and account information.
- Technical & usage data — IP address, browser type, device, pages visited and similar analytics data collected automatically (see our Cookie Policy).
- Communications — records of your correspondence with us by email, phone, WhatsApp or social media.
How & Why We Use It
We process personal information to:
- Respond to enquiries and provide quotations.
- Deliver, manage and support the services you request (performance of a contract).
- Process and record signed policies and agreements.
- Send service-related communications and, with your consent, occasional updates.
- Improve our websites and services, and keep them secure.
- Meet legal, accounting and regulatory obligations.
We rely on one or more lawful bases: your consent, the performance of a contract, our legitimate interests, and compliance with the law.
Sharing & Disclosure
We do not sell your personal information. We share it only with trusted operators who help us run our business, under appropriate confidentiality and data-protection terms, including:
- Hosting, domain and email infrastructure providers.
- Analytics providers (e.g. Google Analytics).
- Payment and invoicing providers.
- Professional advisers or authorities where required by law.
Cross-Border Transfers
Some of our service providers (for example analytics or cloud infrastructure) may store data on servers outside South Africa. Where this happens, we take reasonable steps to ensure your information receives a comparable level of protection as required by POPIA.
Data Security & Retention
We use reasonable technical and organisational measures to protect personal information against loss, misuse and unauthorised access — including secure credential storage, access controls and encryption in transit (HTTPS). We keep personal information only for as long as necessary for the purposes described above, or as required by law (for example, financial records).
Your Rights Under POPIA
Subject to the law, you have the right to:
- Request access to the personal information we hold about you.
- Request correction or deletion of your information.
- Object to processing, or withdraw consent, at any time.
- Lodge a complaint with the Information Regulator.
To exercise any of these rights, contact our Information Officer at info@lubelotechsolutions.co.za.
Children's Privacy
Our websites and services are intended for businesses and adults. We do not knowingly collect personal information from children under 18 without the consent of a parent or guardian. If you believe we have, please contact us and we will delete it.
Third-Party Links
Our websites may link to third-party sites. We are not responsible for the privacy practices or content of those sites; please review their policies separately.
Complaints & Contact
If you have a concern about how we handle your information, please contact us first so we can resolve it. You also have the right to complain to the regulator:
Website: inforegulator.org.za · verify current complaint email & address before publishing
Cookie Policy
How and why we use cookies on our websites · Effective 7 June 2026
What Are Cookies?
Cookies are small text files placed on your device when you visit a website. They help the site function, remember your preferences and understand how the site is used. Similar technologies (such as pixels and local storage) are covered by this policy too.
Cookies We Use
| Type | Purpose |
|---|---|
| Strictly necessary | Enable core functions such as page navigation and security. The site cannot work properly without these. |
| Analytics | Help us understand how visitors use our site so we can improve it (for example, Google Analytics / GA4). These collect aggregated, mostly anonymised data. |
| Preference | Remember choices you make (such as language or region) to improve your experience. |
Managing Cookies
You can control or delete cookies through your browser settings, and set your browser to block them. Blocking some cookies may affect how the site works. For analytics, you can also opt out using tools provided by the relevant provider.
Consent & Changes
By continuing to use our websites, you consent to our use of cookies as described here. We may update this Cookie Policy from time to time; the latest version will always be published on this page.
Website Terms of Use
The terms on which you may use the Lubelo Tech Solutions websites · Effective 7 June 2026
Acceptance of Terms
By accessing or using any Lubelo Tech Solutions website, you agree to these Terms of Use. If you do not agree, please do not use our websites.
Use of the Website
You agree to use our websites lawfully and not to:
- Interfere with or disrupt the site, servers or networks.
- Attempt to gain unauthorised access to any part of the site or its systems.
- Use the site to transmit malware, spam or unlawful content.
- Copy, scrape or reuse our content without permission.
Intellectual Property
All content on our websites — including text, graphics, logos, designs and code — is owned by or licensed to Lubelo Tech Solutions and is protected by law. You may not reproduce or distribute it without our written permission.
Disclaimers
Our websites and their content are provided "as is" and "as available". While we work to keep information accurate and up to date, we make no warranties that the site will be uninterrupted, error-free or free of harmful components. Information on the site is general and does not constitute professional advice.
Limitation of Liability
To the maximum extent permitted by law, Lubelo Tech Solutions is not liable for any loss or damage arising from your use of, or inability to use, our websites, including any indirect or consequential loss.
External Links
Our websites may contain links to third-party sites provided for convenience. We do not control and are not responsible for their content or practices.
Privacy & Changes
Your use of our websites is also governed by our Privacy Policy and Cookie Policy. We may update these Terms from time to time; continued use means you accept the updated Terms. These Terms are governed by the laws of the Republic of South Africa.
Hosting Acceptable Use Policy
Rules that apply to all websites, email and services hosted with us · Effective 7 June 2026
Purpose
This Acceptable Use Policy (AUP) protects our clients, our infrastructure and the wider internet. It applies to anyone using hosting, email or related services provided by Lubelo Tech Solutions. Breaching this AUP may lead to suspension or termination of the service.
Prohibited Content
You may not use our hosting to store, publish or transmit:
- Illegal content, or content that infringes intellectual-property rights.
- Child sexual abuse material or any content that exploits or endangers minors.
- Content that is defamatory, harassing, or that incites hatred or violence.
- Malware, viruses, phishing pages or other malicious code.
Prohibited Activities
- Sending spam or unsolicited bulk email.
- Attempting to breach security or gain unauthorised access to any system.
- Running activities that place an unreasonable load on shared resources (for example, abusive scripts or crypto-mining).
- Using the service for fraud, scams or any unlawful purpose.
Email & Fair Use
Email accounts are subject to anti-spam rules and fair-use storage and sending limits. Bulk or marketing email must comply with applicable law (including consent and opt-out requirements) and must not endanger the reputation of shared mail servers.
Backups & Client Responsibility
We perform routine backups as described in our Service Level Agreement, but you are responsible for keeping your own independent backups of important data. You are responsible for keeping your software, plugins and passwords up to date and secure.
Enforcement & Reporting
We may investigate suspected violations and may suspend or remove offending content or accounts, with or without notice depending on severity, to protect our systems and other clients. To report abuse of a service hosted by us, contact info@lubelotechsolutions.co.za.
Service Level Agreement (SLA)
Our targets for hosting uptime, backups and support response · Effective 7 June 2026
Scope
This SLA applies to hosting, email and maintenance services provided directly by Lubelo Tech Solutions to clients with an active, paid plan. It describes the service levels we aim to provide and how we handle support requests.
Hosting Availability
We target 99.9% monthly uptime for websites hosted on our managed infrastructure. Uptime is measured excluding the exclusions in section 5. This is a service target; it is not an absolute guarantee, and availability also depends on upstream providers.
Support Hours & Response Targets
Standard support is available Monday to Friday, 08:00–17:00 (SAST), excluding public holidays. For critical issues on services we host, we aim to respond as soon as reasonably possible, including after hours. Target first-response times:
| Priority | Example | Target first response |
|---|---|---|
| Critical | Hosted site or email completely down | As soon as possible, incl. after hours |
| High | Major function broken; significant impact | Within 1 business day |
| Normal | Minor issue or general request | Within 2 business days |
| Low | Question, small update, enhancement | Within 3–5 business days |
Response time is the time to acknowledge and begin work — not a guaranteed resolution time, which depends on the issue.
Backups
We perform routine backups of managed hosting accounts (typically daily, retained on a rolling basis). Backups are provided on a best-effort basis; clients should also keep their own independent backups of critical data (see Hosting AUP, section 5).
Exclusions
Uptime and response targets do not apply to downtime or issues caused by:
- Scheduled maintenance (see section 6).
- Client actions, client-managed code, plugins or third-party integrations.
- Failures of upstream providers, domain registrars or the public internet.
- Force majeure events, including load-shedding and power or network failures.
- Suspension due to non-payment or breach of the Acceptable Use Policy.
Scheduled Maintenance
From time to time we perform maintenance that may briefly affect availability. Where reasonably possible, we schedule it during off-peak hours and give advance notice for anything expected to cause noticeable disruption.
Client Responsibilities & Remedies
To receive support under this SLA, your account must be active and in good standing, and you must report issues promptly with enough detail for us to investigate. This SLA describes service targets and does not, on its own, create financial penalties or credits unless expressly agreed in writing in your plan. We will, however, always work in good faith to restore service as quickly as we can.
Review
We review this SLA periodically and will publish any updates on this page. Where a separate signed agreement specifies different service levels, that agreement takes precedence.