Terms and Conditions

Terra Firma’s Terms and Conditions

Last Updated: September 2026

Welcome to Terra Firma Agency (“Company”, “we”, “us”, or “our”). These Terms and Conditions (“Terms”) govern all services, website development, digital marketing, maintenance, and technical consulting provided by Terra Firma Agency to you (“Client”, “you”, or “your”).

By entering into a proposal, statement of work, maintenance agreement, or accessing our services, you agree to be bound by these Terms.

1. Services and Project Scope

  • 1.1 Scope of Work: The specific deliverables, timelines, and costs for any project will be outlined in a separate Proposal, Quote, or Statement of Work (“SOW”). Any work requested outside the agreed SOW will be considered out-of-scope and quoted separately or billed at our standard hourly rate.
  • 1.2 Timelines and Client Delays: Project schedules are dependent on timely feedback, content delivery, and approvals from the Client. Delays caused by the Client in providing necessary assets, text, images, or feedback may result in revised delivery timelines and potential rescheduling fee adjustments.

2. Website Handover, Administrator Access, and Unauthorised Changes

2.1 Access Levels & Purpose

Upon completion and sign-off of your website, you will be issued an Editor-level login. This level of access is specifically designed for day-to-day content management, such as writing, editing, and updating blog posts or basic page text, without risking the core functionality or design of your website.

Where requested, Administrator-level (“Admin”) access may be granted for specific administrative tasks (such as configuring third-party integrations, payment gateways, or accounting software). Admin-level credentials grant total control over the website’s code, plugins, settings, and structural architecture.

2.2 Client Responsibility & Administrative Risk

  • Account Usage: Admin credentials must be stored securely and used only for intended administrative tasks. They must not be used for day-to-day editing or set as your default saved login in your browser.
  • Liability: Once Admin credentials have been issued to you or your representative, you assume full responsibility for any changes made to the website’s design, layout, code, database, security, or functionality under that account (or any other account created thereafter).
  • Plugin & Service Compatibility: Installing additional plugins, running updates without testing, adding custom code/snippets, or connecting third-party services can cause severe code conflicts, alter editor behaviours (e.g., overriding page builders or block editors like Spectra), or break page layouts. You accept all risks associated with installing or modifying third-party tools.

2.3 Third-Party Plugin Licensing & Security Risks

  • Clients may not install unverified, pirated (“nulled”), or abandoned third-party plugins.
  • If an Admin-installed plugin compromises website security, introduces malware, or creates server vulnerabilities, the required cleanup, security auditing, and malware removal will be classified as emergency repair work and billed at our standard hourly rates.

2.4 Third-Party API & Gateway Modifications

  • Terra Firma Agency is not responsible for site disruptions or layout breakages caused by third-party services changing their API infrastructure, pricing models, authentication methods, or developer documentation (e.g., Google Merchant, Sage, Meta Pixel, payment gateways) following handover.

2.5 Scope of Repairs & Billing

  • Exclusion of Free Repairs: We do not accept liability for page errors, broken layouts, lost functionality, or service disruptions caused by Admin-level actions, unauthorised plugin installations, or third-party connections. We are under no obligation to diagnose or fix these issues free of charge.
  • Out-of-Scope Work: Remedial work required to restore, fix, or reconfigure a website following user error, plugin conflicts, or unauthorised modifications is strictly classified as Website Repair Work.
  • Maintenance Plans: If you hold an active Monthly Website Maintenance Agreement with us, Website Repair Work is explicitly excluded from your routine maintenance allocation. Monthly maintenance covers routine upkeep, core updates, and scheduled backups; it does not cover repairing site breakage caused by administrative intervention.
  • Hourly Rate Charges: All diagnostic and repair work resulting from Admin-level changes or third-party additions will be billed separately at our standard hourly rate. Work will commence upon your written approval of an estimated repair timeframe.

2.6 Rollback, Backups, and Data Loss

  • Restoring a website from a backup to resolve an error caused by Admin-level changes is considered billable repair work.
  • Rolling back a website to a prior state may result in the permanent loss of data generated between the backup date and the repair date (including, but not limited to, e-commerce sales orders, customer sign-ups, or fresh blog posts). Terra Firma Agency accepts no liability for data loss incurred during a necessary restoration.

2.7 Right to Revoke Admin Access

  • Terra Firma Agency reserves the right to temporarily suspend or downgrade a Client’s access credentials back to “Editor” level if repeated unauthorised changes interfere with core website security, ongoing maintenance protocols, or server performance, until the system has been properly audited and stabilised.

3. Intellectual Property and Licensing

  • 3.1 Ownership: Upon receipt of full and final payment for a completed web design or development project, the Client owns the visual elements, bespoke design, and unique written content created specifically for the project.
  • 3.2 Pre-existing Code & Frameworks: Terra Firma Agency retains ownership of all pre-existing software, scripts, custom codebase frameworks, trade secrets, and methodologies used during the project.
  • 3.3 Third-Party Licenses: Third-party assets (such as stock images, commercial plugins, fonts, or software tools) remain subject to their respective vendor licenses. The Client is responsible for maintaining individual active licenses where applicable after project handover.
  • 3.4 Portfolio Rights: Unless explicitly restricted by a signed Non-Disclosure Agreement (NDA), Terra Firma Agency reserves the right to showcase completed projects, visual design samples, and non-confidential campaign metrics in our marketing portfolio and promotional materials.

4. Digital Marketing, SEO, and Performance Disclaimers

  • 4.1 No Guaranteed Rankings or ROI: While we apply industry best practices for Search Engine Optimisation (SEO), Generative Engine Optimisation (GEO), and paid advertising campaigns, search engine algorithms and market behaviours change continuously. We cannot guarantee specific ranking positions, traffic volumes, or conversion totals.
  • 4.2 Ad Spend Management: Third-party ad platform costs (e.g., Google Ads, Meta Ads) are billed directly to the Client by the respective ad network unless specifically managed under an agreed disbursement workflow.

5. Hosting, Maintenance, and Security

  • 5.1 Service Uptime: While we select high-performance hosting environments, Terra Firma Agency does not guarantee 100% uninterrupted server uptime. Third-party hosting networks, global DNS routing, and datacenter maintenance are subject to external factors outside our direct control.
  • 5.2 Security & Cyber Vulnerabilities: No website or digital infrastructure is completely immune to cyber-attacks or brute-force attempts. While routine maintenance includes security monitoring, Terra Firma Agency is not liable for security breaches resulting from compromised user passwords, zero-day software exploits, or server-level breaches beyond our reasonable control.

6. Payment Terms and Billing

  • 6.1 Invoicing: Development projects typically require a deposit prior to work commencing, with milestone payments or final balance due prior to live site launch. Monthly service retainers are billed in advance.
  • 6.2 Late Payments: Invoices not paid within the agreed payment term (e.g., 7 or 14 days) may incur late payment charges or result in the temporary suspension of services, hosting environments, or support response times until cleared.
  • 6.3 Refunds: Fees paid for completed milestone work, consultation, or active monthly retainers are non-refundable.

7. Privacy and Data Handling

  • We respect your privacy and process personal information in strict accordance with relevant data privacy legislation.
  • For full details on how we collect, store, process, and protect your personal and business information, please review our official Privacy Policy.

8. Limitation of Liability and Indemnification

  • 8.1 Limitation: To the maximum extent permitted by applicable law, Terra Firma Agency’s total cumulative liability for any claims, loss, damages, or site errors arising out of our services shall not exceed the total fees paid by the Client to Terra Firma Agency for the specific project or service in question during the prior three-month period.
  • 8.2 Indirect Losses: Terra Firma Agency shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, business interruption, or loss of business data.
  • 8.3 Client Indemnification: The Client agrees to defend, indemnify, and hold harmless Terra Firma Agency from any claims, suits, or liabilities arising from copyright infringement on assets supplied by the Client, unauthorised site changes made via Client Admin access, or breach of third-party platform terms.

9. Termination

  • 9.1 Retainer Services: Either party may terminate a recurring monthly service agreement by providing written notice in accordance with the notice period specified in your original Agreement (typically 30 days’ written notice).
  • 9.2 Immediate Termination: Terra Firma Agency reserves the right to terminate services immediately if the Client engages in abusive behaviour toward staff, fails to settle invoices, or requests actions that violate legal standards.

10. Contact Us

If you have any questions or clarifications regarding these Terms and Conditions, please reach out to us:

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