Terms and Conditions
Last updated: January 2026
These Terms and Conditions (“Terms”) govern the provision of services by Digital Zoo (Pty) Ltd and Digital Zoo LLC (collectively, “Digital Zoo”, “we”, “us”, or “our”) to any client (“you” or “the client”). By engaging our services, signing a proposal, making payment, or using our website, you agree to be bound by these Terms.
1. Services
Digital Zoo provides digital services including, but not limited to:
- Website design and development
- Website hosting and maintenance
- Search Engine Optimisation (SEO)
- Digital advertising and campaign management
- CRM, marketing automation, and AI-related services
- Email, domain, and related digital infrastructure services
Specific deliverables, timelines, and inclusions are defined in written proposals, quotations, service agreements, or online order descriptions.
2. Service Delivery & Client Responsibilities
- Digital Zoo will commence work only once:
– Payment (or the agreed deposit) has been received, and
– All required access, content, approvals, and instructions have been provided. - The client agrees to:
– Provide accurate, complete, and timely information;
– Respond to requests for feedback or approval within a reasonable time;
– Ensure all supplied content complies with applicable laws and third‑party rights. - Delays caused by the client may result in adjusted timelines or suspension of work.
3. Project Pausing, Abandonment & Suspension
- Project Hold – If the client fails to provide required feedback, content, approvals, or instructions for 30 consecutive days, Digital Zoo may place the project on hold.
- Project Abandonment – If no meaningful progress occurs for 90 consecutive days, the project will be deemed abandoned, unless otherwise agreed in writing.
- Suspension of Services – Digital Zoo reserves the right to suspend hosting, access, or related services for non‑payment or prolonged inactivity.
4. Data Retention & File Storage
- For abandoned or suspended projects, Digital Zoo will retain working files, staging sites, and backups (where available) for 90 days from the date the project is deemed abandoned or suspended.
- After this retention period, Digital Zoo may permanently delete project data, files, staging environments, and backups without further notice.
- Digital Zoo does not guarantee the long‑term availability of:
– Backups
– Plugins, themes, licences, or third‑party integrations
– Hosting environments or staging sites - The client is responsible for requesting final exports or handover within the retention period.
5. Project Restart
- Restarting an abandoned or suspended project will be treated as a new phase of work and may require:
– A restart or reactivation fee;
– A revised scope of work and quotation;
– Updated timelines;
– Technical updates to align with current platforms, plugins, and best practices. - Digital Zoo does not guarantee compatibility with older systems, versions, or third‑party tools.
6. Fees, Billing & Payments
- All fees are payable in advance unless otherwise agreed in writing.
- Subscription services are billed monthly or annually in advance.
- Failure to pay may result in service suspension or termination.
- Prices exclude VAT or sales tax unless stated otherwise.
7. Refunds & Chargebacks
- All payments are subject to the Refund Policy published on our website.
- Once work has commenced, fees are generally non‑refundable, including in cases of project delay caused by the client.
- Clients must contact Digital Zoo directly to resolve any billing disputes before initiating a chargeback.
- Unauthorised chargebacks may result in immediate service suspension.
8. Third‑Party Services
Digital Zoo may integrate or rely on third‑party platforms, including but not limited to hosting providers, payment gateways, plugins, APIs, and software tools.
Digital Zoo is not responsible for:
– Changes, downtime, pricing, or discontinuation of third‑party services;
– Losses caused by third‑party failures or policy changes.
9. Intellectual Property
- Upon full payment, the client is granted rights to use the final deliverables as defined in the agreed scope.
- Digital Zoo retains the right to:
– Reuse non‑confidential methodologies, code patterns, and frameworks;
– Display completed work in portfolios and marketing materials unless otherwise agreed.
10. Limitation of Liability
- Digital Zoo is not liable for:
– Losses arising from client delays, lack of communication, or non‑responsiveness;
– Loss of data after the stated retention period;
– Indirect, consequential, or economic damages. - Liability is limited to the fees paid for the specific service giving rise to the claim.
11. Termination
Digital Zoo may terminate services with immediate effect if the client:
– Breaches these Terms;
– Fails to make payment;
– Engages in unlawful or abusive conduct.
12. Governing Law
These Terms are governed by the laws of the Republic of South Africa. Where applicable, Digital Zoo LLC may also operate under the laws of the United States for payment and platform compliance purposes.
13. Contact Details
Digital Zoo (Pty) Ltd / Digital Zoo LLC
Email: support@digitalzoo.com
Website: https://www.digitalzoo.com
By engaging Digital Zoo’s services, you confirm that you have read, understood, and agree to these Terms and Conditions.
