Terms & Conditions

Client Service Terms & Conditions

Sunpro Media (Pty) Ltd

Last updated: 7 January 2026

1. Introduction

Welcome to Sunpro Media.

These Terms & Conditions outline the general conditions under which Sunpro Media (Pty) Ltd ("Sunpro Media", "SPM", "we", "our" or "us") provides professional digital services to its clients.

Our services include, but are not limited to, website design and development, e-commerce solutions, digital marketing, search engine optimisation (SEO), CRM systems, automation, technical support, consulting and ongoing digital management.

We believe in building long-term, transparent and mutually beneficial relationships. These terms are intended to establish clear expectations and responsibilities for both Sunpro Media and our clients.

These terms apply when incorporated into an accepted quotation, proposal, service agreement or other written arrangement. Where a separate agreement contains specific conditions, those conditions take precedence over these general terms.

2. Proposals, Quotations & Agreements

All services are provided according to an agreed proposal, quotation, statement of work or service agreement.

Unless otherwise specified:

• Quotations are valid for 30 calendar days from the date of issue.
• Work will commence once the relevant proposal has been accepted and any required initial payment has been received.
• The agreed scope defines the services, deliverables and responsibilities included in the quoted price.
• Any additional requests or changes outside the original scope may require a revised quotation.
• Project timelines are estimates unless expressly agreed otherwise in writing.

Sunpro Media reserves the right to review quotations where project requirements, technical specifications or third-party costs change before acceptance.

3. Scope of Work & Project Deliverables

Each project or ongoing service agreement is governed by its agreed scope of work.

Sunpro Media undertakes to deliver the services outlined in that scope with reasonable professional care and skill.

Additional functionality, design changes, development requirements, content requests or services not included in the original agreement may be quoted separately.

Where additional work is required, the scope, estimated cost and any timeline implications will be communicated for approval before proceeding.

Requests for substantial changes to previously approved work may also result in additional charges.

4. Client Responsibilities

Successful project delivery depends on effective collaboration between Sunpro Media and the client.

Clients are responsible for:

• Providing accurate and complete information relevant to their projects.
• Supplying required content, images, product information and other materials.
• Providing necessary access to websites, accounts, systems and third-party platforms.
• Reviewing and approving work within reasonable timeframes.
• Ensuring they have permission to use all supplied intellectual property and content.
• Communicating changes to business information, pricing, products or services that may affect their digital platforms.

Delays in receiving required information, access or approvals may affect project timelines and service delivery.

Sunpro Media cannot be held responsible for delays directly caused by incomplete information, delayed approvals or circumstances outside our reasonable control.

5. Project Timelines & Delivery

Estimated project timelines will be communicated during the quotation or planning process.

While Sunpro Media makes reasonable efforts to meet agreed deadlines, timelines may be affected by:

• Changes to project scope or requirements.
• Delayed client feedback or approvals.
• Third-party software or platform limitations.
• Technical complications or external dependencies.
• Circumstances outside our reasonable control.

Where significant delays arise, we will communicate the situation and provide updated timelines where reasonably possible.

Work is generally performed during standard South African business hours, excluding weekends and public holidays, unless otherwise agreed.

6. Digital Marketing & Performance

Sunpro Media provides professional digital marketing services designed to improve brand visibility, generate opportunities, reach relevant audiences and support business growth.

These services may include:

• Google Ads and other search advertising.
• Meta, LinkedIn and social media advertising.
• Search engine optimisation (SEO).
• Social media management.
• Email marketing.
• Content creation and digital strategy.
• Analytics, reporting and conversion optimisation.

Marketing Results

Digital marketing performance is influenced by numerous factors, including market conditions, competition, consumer behaviour, advertising budgets, seasonality, product pricing, website performance and advertising platform algorithms.

Sunpro Media does not guarantee specific marketing results unless expressly agreed in writing.

This includes, but is not limited to, guaranteed sales, revenue, leads, enquiries, website traffic, search rankings, conversions, return on investment (ROI) or return on advertising spend (ROAS).

Marketing results may fluctuate between reporting periods. Short-term performance changes do not necessarily reflect the effectiveness of an overall marketing strategy.

Sunpro Media commits to performing agreed marketing services professionally, monitoring relevant performance indicators and making reasonable recommendations and optimisations based on available information.

Where a specific performance guarantee forms part of an individual client agreement, the conditions of that agreement will apply.

Advertising Expenditure

Unless otherwise specified, advertising budgets are separate from Sunpro Media's professional service and management fees.

Clients remain responsible for advertising expenditure and applicable third-party platform charges.

Advertising platforms operate independently of Sunpro Media. We cannot guarantee uninterrupted platform availability, account approval, advertising costs or delivery by external providers.

7. Website, E-commerce & Technical Services

Website development, e-commerce management, CRM implementation, automation and other technical services are delivered according to agreed project requirements.

Sunpro Media takes reasonable care to provide functional, professionally developed solutions.

However, the operation of websites and digital systems may be affected by external services, software updates, hosting environments, plugins, integrations, APIs and third-party platforms.

Unless specifically included in an agreement, once-off development services do not automatically include ongoing maintenance, security monitoring, backups, technical support or future compatibility updates.

Additional development, troubleshooting or maintenance may be quoted separately.

8. Monthly Retainers & Ongoing Services

Monthly retainers provide clients with ongoing access to the professional services specified in their agreements.

These may include marketing management, website maintenance, technical support, content creation, consulting, system administration or other ongoing services.

Retainer fees reflect the agreed services, ongoing management, resource allocation and availability required to support the client's business.

The services included in each retainer are defined in the applicable proposal or service agreement.

Allocated Support Hours

Where a monthly retainer includes a specified allocation of support hours, the following conditions apply:

• Support hours are allocated for use within the relevant monthly billing period.
• Unused hours expire at the end of that period and do not accumulate or carry over to subsequent months.
• Unused hours are not refundable or transferable and cannot be converted into monetary credits.
• Support hours cannot automatically be applied towards separately quoted projects or services outside the agreed retainer scope.
• Work exceeding the agreed monthly allocation may be quoted or billed separately, subject to prior approval.

Monthly support allocations are intended to provide ongoing access to professional resources and reserved service capacity.

Any alternative arrangements concerning unused hours or additional services must be agreed in writing.

Where Sunpro Media is unable to provide agreed services for reasons attributable to us, an appropriate resolution will be discussed with the client.

9. Communication, Support & Service Requests

Sunpro Media aims to provide responsive and professional communication throughout our client relationships.

Service requests are scheduled according to project requirements, agreed priorities and available resources.

Unless otherwise agreed, standard service arrangements do not include guaranteed immediate responses, unlimited consultations, 24-hour support or emergency assistance.

Urgent requests will be accommodated where reasonably possible.

Additional meetings, consultations, reporting or support outside the agreed scope may incur additional fees, subject to prior approval.

10. Fees, Invoicing & Payment

Fees are determined by the agreed quotation, proposal or service agreement.

Unless otherwise specified:

• Once-off projects may require an initial deposit before work commences.
• Monthly retainer fees are invoiced in advance.
• Invoices are payable according to the due dates stated on the invoice.
• Advertising budgets, software subscriptions, hosting and other third-party expenses are billed separately unless expressly included.
• Additional work outside the agreed scope requires approval before separate charges are incurred.

Where payments become overdue, Sunpro Media may issue written reminders and, where legally permissible, suspend services following reasonable notice until outstanding payments have been resolved.

Suspension of services does not automatically cancel amounts lawfully owed under an existing agreement.

Price Adjustments

Sunpro Media may periodically review its service fees to reflect operational costs, market conditions and service requirements.

Clients will receive at least 30 calendar days' written notice of proposed changes to recurring fees.

Any adjustments to existing agreements will be subject to the applicable contractual terms and legal requirements.

11. Contract Duration & Cancellation

The duration of a service agreement will be determined by the accepted proposal or contract.

Unless otherwise agreed, ongoing month-to-month service agreements require 30 calendar days' written notice of cancellation.

Cancellation requests must be submitted in writing through an agreed business communication channel.

During the applicable notice period, both parties remain responsible for their contractual obligations, including the provision of agreed services and payment of applicable fees.

Fixed-term agreements remain subject to their specifically agreed duration and cancellation provisions.

Any cancellation rights provided by applicable legislation, including the Consumer Protection Act where relevant, will take precedence over conflicting contractual provisions.

Sunpro Media may terminate or suspend an agreement where legally permitted in cases of material breach, persistent non-payment or other circumstances that substantially affect the professional relationship, subject to applicable notice and remedy requirements.

12. Third-Party Platforms & Services

Sunpro Media works with various external technology providers, including website platforms, advertising networks, hosting companies, CRM systems, software applications and other digital services.

These platforms are governed by their own terms, conditions and policies.

Sunpro Media is not responsible for independent changes made by third-party providers, including:

• Software updates or changes in functionality.
• Platform outages or service interruptions.
• Changes to subscription or advertising fees.
• Account restrictions or policy enforcement.
• Changes to external integrations or APIs.

Where these changes affect agreed services, we will make reasonable efforts to advise clients and recommend appropriate solutions.

Additional work resulting from external platform changes may require a separate quotation.

13. Intellectual Property & Ownership

Ownership and usage rights relating to completed work are governed by the applicable project agreement.

Unless otherwise agreed, clients receive the agreed rights to final, specifically commissioned deliverables once the relevant fees have been paid in full.

Pre-existing Sunpro Media materials, proprietary tools, reusable code, development frameworks, working files and internal processes remain the property of their respective owners unless expressly transferred in writing.

Third-party fonts, software, images, applications, themes and other licensed materials remain subject to their applicable licence agreements.

14. Confidentiality & Data Protection

Sunpro Media recognises the importance of protecting client information and confidential business data.

Both parties agree to treat confidential information obtained during the professional relationship with appropriate care and not disclose it without authorisation, except where required by law.

Sunpro Media will handle personal information in accordance with applicable South African data protection legislation, including the Protection of Personal Information Act (POPIA).

Where required, separate data processing arrangements will be established between the parties.

Clients remain responsible for ensuring that personal information, marketing databases and customer records supplied to Sunpro Media have been collected and may be processed lawfully.

15. Service Standards & Liability

Sunpro Media is committed to delivering professional, reliable and high-quality services.

All agreed services will be performed with reasonable care, skill and diligence.

While we take reasonable steps to minimise technical issues, service interruptions and operational risks, we cannot guarantee that third-party systems, websites or advertising platforms will operate without interruption.

Any limitation or exclusion of liability will apply only to the extent permitted by applicable law and will not exclude liability that cannot legally be excluded.

Nothing in these terms removes a client's mandatory statutory rights or Sunpro Media's responsibility to perform its agreed contractual obligations.

16. Completion, Handover & Termination

Upon completion or lawful termination of an agreement, Sunpro Media will reasonably assist with the handover of agreed deliverables and client-owned accounts.

Any outstanding payments, licensing arrangements, hosting responsibilities and ongoing service obligations will be addressed according to the applicable agreement and legal requirements.

Additional migration, training, documentation or transition support not included in the original agreement may be quoted separately.

17. Amendments to These Terms

Sunpro Media may update these Terms & Conditions periodically to reflect changes to its services, business operations or applicable legislation.

Material changes affecting existing agreements will be communicated where required.

Updated terms will not automatically replace specifically agreed contractual conditions without a valid contractual or legal basis.

18. Governing Law

These Terms & Conditions are governed by the laws of the Republic of South Africa, subject to applicable mandatory statutory protections.

If any provision is determined to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

19. Contact Information

For questions relating to these Terms & Conditions, service agreements, invoices or any of our professional services, please contact Sunpro Media through our official business communication channels.

Sunpro Media (Pty) Ltd

Building Intelligent Growth Systems.