1. Engagement
These Terms and Conditions govern the services provided by Loop2 Digital Pty Ltd ABN: 73 794 596 243 (Loop2 Digital). They apply each time you request our services. Please read them carefully. By using our services, you agree to comply with these Terms and Conditions.
2. Pricing Structures
Our pricing for support tasks is as follows:
- Agency Hourly Rate: AUD 75/hour*
*Note: Prices exclude GST; please read item 25. “GST”. We have a one-hour minimum charge policy. After that, we charge in 30-minute increments.
If Loop2 Digital provides you with a pricing structure, it is valid for 30 days unless otherwise agreed upon.
3. Services
Loop2 Digital provides various services, including but not limited to:
- Search Engine Optimisation (SEO)
- Customer Relationship Management (CRM) Software subscription
- Conversion Rates Optimisation (CRO)
- Pay-per-click Advertising (Google and Meta)
- Social Media Management (SMM)
- Marketing Consulting, Strategy, Creative and Analytics
- Loop2 Genesis – WordPress Management Subscription
You acknowledge that electronic services may be subject to interruptions. Loop2 Digital reserves the right to continue providing services and invoice you in the event of disruptions not caused by our negligence.
4. Hours of Service
All services will be carried out between 8:30 am and 5:30 pm (local office time), Monday to Friday, excluding public holidays and the Christmas/New Year closure periods.
5. Client Responsibilities
5.1 Information and Updates
The Client must notify Loop2 Digital in writing of any changes to their business information (including but not limited to business name, contact details, addresses, phone numbers, emails, or any other relevant information). Loop2 Digital requires 30 days to implement these changes across active services and digital assets under our management.
Please note:
- Changes must be submitted in writing via email
- Loop2 Digital will only update information on assets directly controlled by the Client (such as websites, mobile apps, email signatures, and similar owned properties)
- For services like SEO and backlink building, Loop2 Digital is not responsible for updating previously created external assets (such as existing backlinks, directory listings, or third-party citations) with the new information.
- The Client acknowledges that changing business information during ongoing campaigns may impact the effectiveness of certain services.
- Historical or archived content containing previous business information may remain unchanged.
5.2 Asset Sharing
The Client must provide all necessary materials (Client Content) in a timely manner, including:
- Text/Copy: Microsoft Word, Google Docs or Rich Text Format
- Tables: Microsoft Excel or Google Sheets
- Images: High resolution (JPEG, PNG)
- Logos: Vector format (EPS)
- Diagrams/Maps: Vector format (EPS) or JPEG*
*Logos provided in JPEG will require additional work to convert to vector files. These charges vary depending on the complexity. Please read item 2. “Pricing Structure”.
If Client Content is not provided in the required format or is delayed, Loop2 Digital may charge Additional Costs.
6. Variations and Additional Costs
If changes occur during our engagement, they will be treated as a Variation. Loop2 Digital reserves the right to halt work and review service costs. We will discuss Variations with you and issue a Variation Notice for your approval before proceeding.
Examples of Variations include:
- Introduction of additional requirements not discussed during the onboarding process, i.e. branding deliverables, the introduction of video imagery, ad text, ad design and Digital Marketing Campaign focus;
- Costs for commercial fonts, photography, audio and video;
- Additional Service management time;
- Unplanned delays in obtaining approval, Client Content or feedback resulted in Loop2 Digital.
- Having to reschedule services, staff or facilitate continuance;
- Overtime required to meet deadlines due to delays by the Client providing approval, Client Content or feedback;
- Extra development work.
It is our process to include service management time in all quotes, but from time to time, Loop2 Digital is required to manage not only the Loop2 Digital team but also your team. This is generally unknown when quoting and may be treated as a Variation.
If, during our engagement, there are small changes in the Service, Loop2 Digital will contact you and provide an estimate of the Additional Costs for these small changes.
Loop2 Digital will attempt to obtain your approval before undertaking the additional work. However, in some cases, due to deadline and availability constraints, this may not be possible, and Loop2 Digital may proceed with the work without obtaining approval.
Additional costs will be invoiced separately to the Client on an AD HOC basis and charged at current Agency Hourly Rates.
Examples of Additional Costs include:
- Content not in the appropriate format;
- Extra workshops or workshops requiring additional hours;
- Requested additional design concepts/alternations;
- Requested changes to the design after final approval has been requested or provided;
- uploading and styling/layout of additional Client Content;
- Additional meetings and travel time.
You agree that once you have approved the list of key phrases for optimisation and use in the provision of the Services by Loop2 Digital, no changes can be made to that list during the duration of the Service.
7. Purchase of Stock Images, Fonts, Photography, Audio or Video
Unless specified in the Pricing Structure, fees do not include purchasing stock images, fonts, or other media. You may provide these materials, or Loop2 Digital can purchase them on your behalf. Ownership of purchased materials will transfer to you upon full payment.
Please note that some of these assets have license expiration dates. After completing any work, maintaining the ownership of the assets will be your responsibility.
8. Your Approval & Implementation
Your approval may be required for various items. The item will be deemed approved if no response is received within 5 business days.
9. Scheduling, Production and Service Management
Loop2 Digital will develop a production schedule for the services. Delays in providing necessary approvals or materials may result in changes to the delivery deadline.
10. Search Engine Optimisation (SEO)
10.1 Service Description
Our SEO services may include the following:
- Creation of a Google Analytics account
- Creation of a Google Search Console account
- Keyword research and analysis
- On-page optimisation
- Technical SEO improvements
- Link building strategies
- Monthly performance reports
Our Search Engine Optimisation Services exclude:
- Implementation of advanced conversion tracking code where website development is needed
- Broken Links cleanup & ongoing maintenance
- Google Search Console management
- Landing Page or Website Development
- Website Maintenance & Security Updates
- New Website Migration
- Change of Strategy Mid-Campaign
10.2 Keyword Selection and Strategy
Keyword Selection Process:
All target keywords are subject to Loop2 Digital’s validation and approval
Loop2 Digital reserves the right to reject or modify keyword selections based on the following:
- Search volume and competition analysis
- Market feasibility
- Industry trends
- Technical limitations
- Resource requirements
Final keyword selection decisions rest with Loop2 Digital to ensure realistic and achievable campaign objectives.
10.3 Contract Terms
- Minimum contract period: 6 months
- Payment terms: Monthly in advance or full 6-month term. If you require a custom payment schedule, please discuss it with Loop2 Digital before the contract starts.
- The contract automatically continues after the initial 6-month period, billed per month (in advance)
- All fees are non-refundable
10.4 Cancellation Policy
- Cancellation requires 30 days written notice prior to the next monthly cycle. The notice must be sent to admin@loop2.com.au or info@loop2.com.au.
- Early termination during the initial 6-month period is permitted with 30 days notice.
- Any outstanding fees must be paid in full.
10.5 Performance Warranty
Top Position Warranty:
- You are eligible for complimentary SEO work if we do not achieve a top position for at least one of our validated keywords within the first 6 months.
- The warranty applies only to keywords selected and approved by Loop2 Digital during the initial strategy development.
- The top position appears in the top 3 of Google’s local search results.
- A warranty claim must be submitted within 7 days of the 6-month period ending.
Warranty Exclusions:
- Keywords not validated or approved by Loop2 Digital
- Changes to search engine algorithms
- Technical issues with the client’s website or hosting
- Delayed or non-implementation of our recommendations
- Changes made to the website by the client without Loop2’s approval
- Force majeure events
10.6 Client Responsibilities
- Provide timely access to necessary accounts and resources
- Implement recommended changes within agreed timeframes
- Review and approve optimisation suggestions
- Provide content and materials as requested
- Maintain website hosting and domain registration
10.7 Disclaimers
Loop2 Digital does not guarantee:
- Specific rankings for any particular keyword
- Specific traffic increases
- Specific conversion rates or revenue increases
- Continuous top positions due to the dynamic nature of search engines
Search engine algorithms and policies are beyond our control and subject to change without notice.
11. Customer Relationship Management (CRM) Software Subscription
We offer a subscription to our CRM software, which includes:
- Access to our CRM platform
- Regular updates and feature enhancements
- Customer support for software-related inquiries (via platform widget)
The subscription fee is billed monthly or annually, as agreed.
12. Conversion Rates Optimisation (CRO)
12.1 Service Description
Our CRO services are designed to improve your website’s conversion performance through data-driven analysis and optimisation. Services include:
- Comprehensive conversion audit
- User behaviour analysis
- A/B and multivariate testing
- Heat mapping and user recording analysis
- Form optimisation
- Landing page optimisation
- Checkout process optimisation (if applicable)
- Monthly performance reporting
- Implementation recommendations
12.2 Testing Methodology
Testing Process and Validation:
All tests are subject to Loop2 Digital’s validation based on:
- Statistical significance requirements
- Minimum traffic thresholds
- Technical feasibility
- Industry best practices
- Brand guidelines compliance
Loop2 Digital reserves the right to:
- Determine test duration
- Modify test parameters
- End tests early if statistically conclusive
- Reject test proposals that don’t meet our criteria
12.3 Contract Terms
All fees are non-refundable
Ongoing tests will be completed or terminated at Loop2 Digital’s discretion.
12.5 Technical Requirements
Client Must Provide:
- Access to website analytics platforms
- Administrative access to the content management system
- Ability to implement tracking codes
- Permission to modify website elements
- Access to any existing testing tools
12.6 Client Responsibilities
- Provide timely access to required platforms and tools
- Implement recommended changes within agreed timeframes
- Review and approve test hypotheses
- Maintain consistent website functionality during testing
- Provide necessary brand guidelines and assets
- Ensure adequate website traffic for testing
12.7 Implementation
- Loop2 Digital will provide recommendations based on test results
- Implementation of winning variations is the client’s responsibility unless otherwise agreed
- Additional development work will be quoted separately
- Technical implementation support is available at our Agency hourly rate
12.8 Disclaimers
Loop2 Digital does not guarantee:
- Specific conversion rate improvements
- Revenue increases
- Test outcome predictions
- Minimum number of successful tests
- Specific ROI outcomes
Results may vary based on:
- Website traffic volumes
- Seasonal factors
- Market conditions
- Implementation quality
- External factors beyond our control
13. Pay-per-click Advertising (Google and Meta)
We provide PPC advertising services, which include:
- Campaign setup and management on Google Ads and Meta platforms
- Keyword research and ad copy creation
- Ongoing optimisation and performance tracking
- Bi-monthly reporting on campaign performance
14. Social Media Management (SMM)
Our SMM services encompass the following:
- Content creation and scheduling
- Community management and engagement
- Social media strategy development
- Performance analytics and reporting
15. Marketing Consulting, Strategy, Creative and Analytics
We offer comprehensive marketing consulting services, including:
- Development of marketing strategies tailored to your business
- Creative services for branding and advertising
- Analytics and reporting to measure campaign effectiveness
- Tailored workshops for your team
16. Loop2 Genesis WordPress Management Subscription
16.1 Service Description
Loop2 Genesis is our comprehensive WordPress management subscription service that includes the following:
- Regular security monitoring and updates
- Monthly WordPress core, theme, and plugin updates
- Website speed performance optimisation
- Access to premium plugin licenses
- 24 hours of support time per year
16.2 Support Hours
The annual 24 hours of support time included in Loop2 Genesis:
- It can be used for any website-related support tasks
- It is tracked in 30-minute increments
- Expires at the end of each subscription year
- Cannot be carried forward to the next subscription period
Extra benefits:
Loop2 Genesis clients are offered discounted Agency hourly rates when annual hours allowance are exceeded:
- Genesis Hourly Rate: AUD 49/hour
16.3 Performance Optimisation
Important Notice: While we strive to optimise your website’s performance, actual results may be limited by:
- Your hosting provider’s specifications and limitations
- Third-party plugin conflicts or limitations
- Theme capabilities and restrictions
16.4 Premium Plugins
As part of the Loop2 Genesis subscription:
- Access to premium plugin licenses is provided for use on your website
- Plugin licenses remain the property of Loop2 Digital
- Access to premium plugins terminates upon subscription cancellation
16.5 Service Limitations
The Loop2 Genesis subscription does not include:
- Custom development work beyond essential maintenance
- Content creation or updates
- SEO services
- Emergency support outside business hours
- Server or hosting management
16.6 Subscription Terms
- Subscription fees are payable monthly or annually in advance
- No minimum subscription period
- 30 days written notice required for cancellation
- Support hours are calculated on a pro-rata basis of 2 hours per month of service. Upon cancellation, any excess hours used beyond the pro-rata entitlement will be charged at the current Genesis hourly rate.
- Excess hours will be calculated based on the completed service period.
- Additional charges for excess hours are payable immediately upon cancellation.
- Unused entitled hours are not refundable or transferable.
- All support hours usage is tracked and recorded by Loop2 Digital.
Genesis Cancellation Process:
- Client provides written cancellation notice
- Loop2 Digital calculates entitled and excess hours, if any
- Final invoice issued, including any excess hour charges
- Service terminates upon full payment of the final invoice
16.7 Support Hours Allocation and Billing
Annual Support Hours Structure:
- Total annual allocation: 24 hours
- Monthly pro-rata allocation: 2 hours
- Support hours are provided based on a 12-month cycle
- Early termination will result in pro-rata adjustments
Support Hours Calculation Upon Early Termination:
Entitled Hours = Months of Service × 2 hours
Excess Hours = Used Hours – Entitled Hours
Additional Charges = Excess Hours × Genesis Hourly Rate
Example Scenario:
If a client cancels after 2 months having used 24 hours:
Entitled Hours: 2 months × 2 hours = 4 hours
Excess Hours: 24 hours (used) – 4 hours (entitled) = 20 hours
Additional Charges: 20 hours × Genesis hourly rate = Total in Final Invoice
17. Archiving / Retrieval
Loop2 Digital will endeavour to store all electronic files used in the production of your service. However, we do not guarantee that any stored files can be retrieved.
18. Disbursements
Disbursement charges are not included in the fees. Any incurred expenses will be charged as Additional Costs.
19. Warranty Disclaimer
Loop2 Digital disclaims all warranties to the fullest extent permissible by law, except as required by the Australian Consumer Law.
20. Limitation of Liability and Warranty
Loop2 Digital’s liability is limited to the total fees paid for the service in the last 12 months. We do not guarantee the success of marketing activities.
21. Indemnity
You agree to indemnify Loop2 Digital against any claims arising from your breach of these terms or your use of our services.
22. Intellectual Property and Supply of Raw / Editable Files
All intellectual property rights in the services vest in Loop2 Digital. You are granted a non-transferable, non-exclusive license to use the service materials.
23. Confidentiality
Both parties agree to keep any proprietary information obtained during the engagement confidential. This obligation extends beyond the termination of this agreement.
24. Calculation of Fees, if Not Specified
Loop2 Digital will charge at the Agency Hourly Rates (Item 2) for all work performed if fees are not specified.
25. Payment Method
Payments must be made by bank account deposit, credit card or automatic direct debit. All invoices are due within 14 days of receipt.
26. GST
All fees and additional costs are exclusive of GST unless stated otherwise. GST will be added as required.
27. Duration of Agreement and Its Termination
This agreement will take effect immediately and continue until the services are completed. Either party may terminate the agreement with 30 days written notice.
28. Dispute Resolution
In the spirit of collaboration and mutual respect, both parties agree to engage in open and constructive dialogue to resolve any possible disputes. We believe that most issues can be settled amicably through negotiation. Should a disagreement occur, we encourage both parties to communicate directly and work together towards a satisfactory resolution before considering any legal action. We aim to maintain a positive working relationship and find solutions that benefit everyone involved.
29. General
This agreement does not create a relationship of employment or partnership. Loop2 Digital may subcontract its obligations.
30. Interpretation
This agreement constitutes the entire agreement between the parties and supersedes all prior arrangements. The laws of Western Australia, Australia govern it.
—
Last Updated: 18th November 2024