Effective Date: June 2026
01 Definitions
In these Terms & Conditions, the following definitions apply:
| “Company” | “Rock Web Solutions PVT LTD”, “we”, “us”, “our” — the registered company providing all services. |
| “Client” | “You”, “your” — the individual, sole trader, partnership, company, or organisation engaging the Company for services. |
| “Services” | All web design, development, maintenance, SEO, Google Ads, consulting, and any other digital services described in an invoice or agreed proposal. |
| “Project” | A defined scope of work agreed between the Company and the Client as described in a proposal, invoice, or written confirmation. |
| “Agreement” | The contract formed between the Company and the Client upon acceptance of these Terms, together with the relevant proposal and invoice. |
| “Deliverables” | All files, code, designs, copy, reports, or other outputs produced by the Company as part of the Services. |
| “CRM Portal” | The client portal provided by the Company for project communication, support ticket submission, and document sharing. |
| “Working Days” | Monday to Friday, excluding Pakistani public holidays and any notified Company closures. |
| “Force Majeure” | Any event beyond the reasonable control of either party, including natural disasters, war, cyber attacks, government actions, internet outages, or pandemic. |
| “Confidential Information” | Any business data, trade secrets, pricing, strategy, client lists, login credentials, or proprietary information shared by either party. |
02 Agreement & Acceptance
These Terms & Conditions form a legally binding agreement between the Company and the Client. Acceptance occurs upon any of the following actions:
- Payment of a deposit, milestone, or any invoice amount issued by the Company
- Written confirmation of a project scope via email, CRM portal, WhatsApp, or any other written channel
- Submission of brand assets, content, login credentials, or any project materials to the Company
- Signing or countersigning a proposal document issued by the Company
- Verbal confirmation of an order followed by commencement of work
If the Client does not agree to these Terms, they must notify the Company in writing before making any payment or submitting any materials. Proceeding with any of the above actions constitutes full and unconditional acceptance of these Terms.
These Terms apply to all engagements regardless of whether a formal contract document was signed. The invoice and any written proposal together with these Terms constitute the full Agreement.
03 Services
The Company provides the following categories of services. Each engagement is governed by the specific scope agreed in the relevant proposal and invoice, together with these Terms:
| Web Design & Development | Custom WordPress website design, development, and deployment. Includes theme customisation, plugin configuration, and all services described in the project scope. |
| Website Maintenance | Monthly care plans covering WordPress updates, backups, security monitoring, uptime monitoring, content updates (as per plan tier), and CRM-based support. |
| SEO Services | On-page SEO, local SEO setup, technical SEO audits, keyword research, Google Business Profile optimisation, and monthly SEO management. |
| Google Ads Management | Campaign setup, keyword targeting, ad copy, bid management, conversion tracking, and monthly performance reporting. |
| Social Media Marketing | Content creation, scheduling, and community management for agreed social platforms. |
The Company reserves the right to decline any project or service request at its sole discretion, without obligation to provide a reason.
04 Quotations, Proposals & Scope of Work
4.1 All quotations and proposals issued by the Company are valid for 14 days from the date of issue unless otherwise stated. After 14 days, the Company reserves the right to revise pricing based on current rates.
4.2 A proposal describes the agreed scope of work. Any work outside the agreed scope — including additional pages, features, integrations, or design changes not specified in the proposal — will be treated as a change request and quoted separately.
4.3 The Client is responsible for reviewing proposals carefully before acceptance. Acceptance of a proposal constitutes agreement to the scope, price, and timeline described therein.
4.4 The Company is not obligated to commence work on any project until a signed proposal (or written acceptance) and the agreed deposit have been received.
4.5 Verbal agreements are not binding. All scope changes, additions, or amendments must be confirmed in writing via email or CRM portal to be enforceable.
Important: If a Client requests work that materially differs from the agreed proposal — such as adding e-commerce functionality to a brochure site, adding additional languages, or changing the entire design direction mid-project — the Company will pause work, issue a revised quote, and require written approval before proceeding.
05 Payment Terms
5.1 General Payment Terms
| Deposit | A non-refundable deposit of 50% of the total project value is required before work commences. Work will not begin until the deposit is received and cleared. |
| Balance payment | The remaining balance is due on the date agreed in the proposal — typically on launch day or project completion, before final files or access are delivered. |
| Maintenance plans | Invoiced on the 1st of each month. Due within 7 days of invoice date. Plans activate only upon receipt of first payment. |
| Consulting | Consulting sessions must be paid in full before the session takes place unless otherwise agreed in writing. |
| Due date | All invoices are due by the date stated on the invoice. Standard due date is 7 days from invoice date unless otherwise agreed. |
| Late payment | Invoices unpaid after 14 days from the due date will incur a late fee of 5% of the outstanding amount per 30-day period thereafter. |
| Suspension | The Company reserves the right to suspend all services — including taking live websites offline — for accounts with invoices overdue by more than 14 days, until the full outstanding balance is cleared. |
5.2 Currency & Payment Methods
| International clients | All invoices issued in USD unless otherwise agreed in writing. |
| Pakistani clients | Invoices issued in PKR at rates agreed in the proposal. |
| Accepted methods | Bank transfer, Wise, Payoneer, Paddle, Lemon Squeezy, or any method agreed in writing prior to invoicing. |
| Currency risk | The Client bears all currency conversion costs and exchange rate risks. The Company invoices in the agreed currency; any conversion fees are the Client’s responsibility. |
| Platform fees | Where payment is processed via a third-party platform (e.g. Fiverr), the Client acknowledges that the platform’s fee structure may apply and that the invoiced amount reflects the Company’s net receivable after platform deductions. |
5.3 Taxes & VAT
The Company is registered in Pakistan. Clients in applicable jurisdictions are responsible for any applicable local taxes, VAT, withholding tax, or import duties on services received. International clients are advised to consult their local tax advisor regarding cross-border service payments.
06 Refund & Cancellation Policy
6.1 Deposits
All deposits are strictly non-refundable. The deposit covers scoping, planning, initial research, resource allocation, and any initial design or development work commenced upon receipt of the deposit.
6.2 Mid-Project Cancellation by Client
If the Client cancels a project after work has commenced:
- The deposit is forfeited in full
- Any work completed beyond the value of the deposit will be invoiced at the Company’s standard hourly rate ($75 USD / PKR 20,000 per hour) and must be paid before any files, designs, or code are released to the Client
- No refund will be issued for any payments made beyond the deposit unless the Company has materially failed to deliver the agreed scope
6.3 Client Inactivity
If the Client fails to provide required content, feedback, approvals, or materials for 30 consecutive calendar days without prior written notice to the Company, the Company reserves the right to:
- Pause the project and reallocate resources to other clients
- Invoice for all work completed to date
- Close the project with no refund of amounts paid
Reactivation of a paused project is subject to availability and may incur a restart fee of up to 25% of the original project value.
6.4 Maintenance Plan Cancellation
- Monthly maintenance plans may be cancelled with 30 days written notice via the CRM portal or email
- Annual maintenance plans may be cancelled with 30 days notice; no refund will be issued for unused months in the annual period
- Cancellation takes effect at the end of the current billing period; the Company will continue to provide services until that date
6.5 Cancellation by the Company
The Company reserves the right to cancel any project or service agreement at any time by providing written notice to the Client. In such cases, the Company will refund any payments made for work not yet commenced. The Company’s liability in this event is limited to the refund of unused payments only.
6.6 Exceptions
Refunds beyond the above provisions will only be considered in exceptional circumstances where the Company has demonstrably failed to deliver the agreed scope and has been given a reasonable opportunity to remedy the failure and has not done so within 14 working days.
07 Revisions & Change Requests
The number of revision rounds included in each package is as specified in the proposal or invoice:
| Get Online (Starter) | 1 round of revisions |
| Get Clients (Business) | 2 rounds of revisions |
| Get Ahead (Premium) | 3 rounds of revisions |
| Custom / Enterprise | As defined in the project scope document |
| Additional revisions | $75 USD per hour / PKR 20,000 per hour, invoiced separately |
7.1 A revision round is defined as one consolidated set of feedback submitted in a single communication. Multiple separate feedback submissions on the same deliverable each count as a separate revision round.
7.2 Revisions must be submitted within 5 working days of the Company delivering a design or development milestone. Feedback submitted after this period may be treated as a new revision round.
7.3 Revision rounds cover amending existing elements of the agreed scope. They do not cover adding new pages, new features, changing the fundamental design direction, or any work that falls outside the original agreed scope. Such requests constitute change requests and will be quoted separately.
7.4 Change requests must be submitted in writing via the CRM portal or email. The Company will provide a written quote for any change request. Work on the change request will not commence until the Client has approved the quote in writing and, where applicable, paid the required deposit.
If the Client requests changes that materially alter the agreed scope, the Company reserves the right to extend the project timeline accordingly and invoice for additional time at the standard hourly rate.
08 Project Timeline & Delivery
8.1 Estimated delivery timelines stated in proposals are made in good faith based on information available at the time of proposal. Timelines begin from the later of: (a) receipt of the agreed deposit, and (b) receipt of all required Client materials including content, brand assets, and login credentials.
8.2 The Company is not liable for delays caused by any of the following:
- Late, incomplete, or incorrect content, images, or assets provided by the Client
- Delayed feedback, approvals, or decisions from the Client
- Client-side technical issues, including problems with hosting, domains, or third-party services
- Third-party service outages, including hosting providers, domain registrars, payment gateways, or plugin vendors
- Force majeure events as defined in Section 01
- Scope changes or additions requested by the Client during the project
8.3 If the Company anticipates a delay attributable to its own operations, the Client will be notified promptly in writing with a revised estimated timeline.
8.4 Delivery is deemed complete when the Company notifies the Client that the deliverables are ready for review or have been deployed to the agreed environment.
8.5 Where a website is being launched on the Client’s own hosting or domain, the Client is responsible for providing necessary access credentials in a timely manner. Delays in providing access that affect the launch date are not the responsibility of the Company.
09 Client Responsibilities
The Client agrees to fulfil the following responsibilities throughout the engagement:
- Provide all required content, brand assets, login credentials, and approvals in a timely manner as requested by the Company
- Submit all feedback, revision requests, and support tickets through the CRM portal, or via the agreed communication channel for the relevant plan tier
- Designate a single point of contact for all project decisions to avoid conflicting instructions
- Review and respond to deliverables submitted for approval within 5 working days; silence beyond this period will be treated as approval of the deliverable as submitted
- Ensure all content provided to the Company is original, legally owned by the Client, or properly licensed for use; the Client bears full responsibility for any third-party intellectual property rights in content they provide
- Maintain valid payment information for ongoing services including maintenance plans
- Keep the Company informed of any changes to their business, hosting, or technical environment that may affect the delivery of services
- Not share CRM portal login credentials or project access details with unauthorised third parties
The Company is not responsible for any loss, delay, or additional cost arising from the Client’s failure to meet these responsibilities. Any such failure that causes a material delay may result in additional charges at the Company’s standard hourly rate.
10 Intellectual Property & Ownership
10.1 Transfer of Ownership
Upon receipt of full and final payment of all outstanding invoices relating to a project, the Company transfers to the Client full ownership of the custom design elements, written content, and code created specifically for the Client’s project.
10.2 Pre-Payment Ownership
All work-in-progress files, design mockups, source code, wireframes, and other deliverables remain the intellectual property of the Company until full payment has been received. The Company is under no obligation to release any files prior to full payment.
10.3 Third-Party Assets
WordPress themes, plugins, stock images, fonts, icon libraries, and any other third-party licensed assets used in a project remain subject to their respective third-party licences. Ownership of these assets cannot be transferred to the Client. The Client is responsible for maintaining any required licences for third-party assets after the project is delivered.
10.4 Company Proprietary Tools
Any proprietary tools, frameworks, templates, processes, methodologies, or automation systems developed by the Company and used in the delivery of services remain the exclusive intellectual property of the Company. These may not be reverse-engineered, copied, redistributed, or used without the Company’s express written permission.
10.5 Portfolio Rights
The Company reserves the right to display completed projects in its portfolio, case studies, website, and marketing materials. This includes screenshots, descriptions, and general references to the project. If the Client requires confidentiality regarding the project, they must notify the Company in writing before project completion, and the Company will not publicly reference the project without prior written consent.
10.6 Client Content
The Client warrants that all content, images, copy, logos, and materials provided to the Company for inclusion in the project are free from any third-party intellectual property claims. The Client indemnifies the Company against any and all claims, losses, or damages arising from Client-supplied content that infringes any third-party intellectual property rights.
11 Website Maintenance & Care Plans
The following additional terms apply specifically to monthly website maintenance and care plan services:
- Maintenance plans commence on the date stated in the invoice and renew automatically each month unless cancelled in accordance with Section 06.4
- All support requests under maintenance plans must be submitted via the CRM portal; WhatsApp access is available only on Pro Care ($179/mo) and Agency Care ($399/mo) plans or as otherwise agreed in writing
- Content updates are limited to the number stated in the plan. Additional updates beyond the included allowance are billed at $25 USD per update (or PKR 7,000) or at the standard hourly rate for complex requests
- Maintenance plans do not include new page development, new feature development, redesigns, or plugin purchases — these are quoted and invoiced separately
- The Company will use reasonable professional efforts to respond to support tickets within the response time stated in the plan; response times are targets, not guarantees, and may be affected by factors outside the Company’s control
- Website uptime is subject to the Client’s chosen hosting provider; the Company does not guarantee 100% uptime and is not liable for hosting outages
- Malware removal is included in Pro Care and above; for lower tier plans, malware removal will be quoted and invoiced separately if required
Maintenance Hold Policy:
If a maintenance invoice remains unpaid for more than 14 days past the due date, the Company reserves the right to place the website into maintenance hold — which may include restricting access, taking the site offline, or suspending all maintenance activities — until the outstanding balance is settled in full. The Company is not liable for any business loss arising from a maintenance hold resulting from non-payment.
12 SEO, Google Ads & Digital Marketing Services
12.1 The Company makes no guarantee of specific search engine rankings, organic traffic volumes, or advertising performance outcomes. Search engine algorithms are operated by third parties and are subject to change without notice. The Company guarantees the quality of its work, not the outcome of algorithmic processes outside its control.
12.2 SEO results typically require 3–6 months or more to materialise. The Client acknowledges this timeframe and agrees not to hold the Company liable for lack of results within this period, provided the Company has carried out the agreed scope of work.
12.3 Google Ads services are managed on behalf of the Client. The Client is responsible for the advertising budget (ad spend), which is paid directly to Google. The Company’s management fee is separate from and in addition to any advertising spend.
12.4 The Client acknowledges that Google Ads performance is subject to market conditions, competition, search volume, and Google’s own policies, all of which are beyond the Company’s control. The Company is not liable for changes in Google Ads policies that adversely affect campaign performance.
12.5 The Client must provide accurate and legally compliant business information, ad content, and landing pages. The Company is not responsible for ad disapprovals arising from the Client’s content, business type, or regulatory restrictions applicable to the Client’s industry.
12.6 For monthly SEO and marketing management services, a minimum 3-month commitment is required unless otherwise agreed in writing. Notice of cancellation must be provided in accordance with Section 06.4.
12.7 The Company retains the right to use anonymised performance data from campaigns for benchmarking and improvement purposes, provided no personally identifiable client or customer data is shared externally.
14 Hosting, Domains & Third-Party Services
14.1 The Company does not provide hosting or domain registration as part of any standard package unless explicitly stated in the proposal or invoice. The Client is responsible for obtaining and maintaining their own hosting and domain.
14.2 Where the Company manages hosting or domain accounts on behalf of the Client:
- The Client remains the beneficial owner of their domain and hosting account
- Hosting and domain renewal costs are passed on to the Client at cost, plus a management fee where applicable, and are invoiced separately
- The Client must maintain valid payment details with their hosting provider to prevent service interruption
- The Company is not liable for data loss, security breaches, or service outages caused by third-party hosting providers
14.3 The Company is not responsible for the performance, availability, pricing changes, or policy changes of any third-party services integrated into the Client’s project, including but not limited to payment gateways, booking systems, CRM platforms, email marketing tools, social media platforms, or map services.
14.4 Plugin and theme licences may require annual renewal by the Client after project delivery. The Company will notify the Client of any recurring licence requirements at the time of project delivery but is not responsible for ensuring these are renewed after handover.
15 Confidentiality & Data Protection
15.1 Both parties agree to hold in strict confidence any proprietary information, business data, trade secrets, pricing structures, client lists, login credentials, or strategic information shared during the course of the engagement, both during and after the termination of the Agreement.
15.2 The Company will not share Client data with third parties except:
- Where strictly necessary to deliver the agreed services (e.g. sharing access with a hosting provider or plugin developer)
- Where required by applicable law or court order
- Where the Client has given express written consent
15.3 The Client agrees not to reverse-engineer, copy, resell, sublicence, or redistribute any proprietary tools, templates, or methodologies provided by the Company.
15.4 The Company processes Client data in accordance with applicable data protection laws. Client data collected in connection with the provision of services is used solely for the purpose of delivering those services and maintaining the business relationship.
15.5 The Company’s full Privacy Policy, which forms part of the Company’s overall terms of engagement, is available at rockweb.best/privacy-policy. By engaging the Company, the Client also acknowledges the Privacy Policy.
15.6 Confidentiality obligations survive the termination of the Agreement for a period of 3 years.
16 Limitation of Liability
16.1 The Company’s total aggregate liability to the Client under or in connection with the Agreement — whether in contract, tort (including negligence), breach of statutory duty, or otherwise — shall not exceed the total fees paid by the Client to the Company for the specific service giving rise to the claim in the 12 months preceding the claim.
16.2 The Company is not liable under any circumstances for:
- Loss of revenue, profits, anticipated savings, or business opportunities
- Loss of goodwill or damage to reputation
- Loss of data or corruption of data held by the Client or any third party
- Business interruption or loss arising from website downtime, hosting failure, or third-party service outage
- Damages arising from the Client’s own content, business decisions, or third-party integrations
- Search engine ranking changes, algorithm updates, or changes in Google Ads policies that adversely affect performance
- Any indirect, consequential, special, exemplary, or punitive damages of any kind, even if the Company has been advised of the possibility of such damages
- Claims arising from the Client’s failure to fulfil their responsibilities as set out in Section 09
16.3 The Client acknowledges that website performance, search rankings, and business results depend on many factors beyond the Company’s control, including the Client’s own business, market conditions, and third-party platform decisions.
16.4 Nothing in these Terms shall limit or exclude liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.
17 Warranties & Disclaimers
17.1 The Company warrants that:
- Services will be provided with reasonable skill, care, and diligence
- All deliverables will materially conform to the agreed scope at the time of delivery
- The Company has the right to provide the services and grant the intellectual property rights described in Section 10
17.2 The Company does not warrant that:
- The website or any deliverable will be entirely free from errors or defects after handover to the Client
- The website will achieve any specific commercial outcome, including bookings, leads, or sales
- Third-party services, plugins, or hosting environments will perform without interruption or error
- Search engine rankings will improve or be maintained following SEO work
17.3 After handover of the completed project to the Client, the Client is responsible for testing and reporting any defects within 14 calendar days. Defects reported within this period and attributable to the Company’s work will be remedied at no additional charge. After 14 days, any remedial work will be billed at the standard hourly rate or covered under an active maintenance plan.
17.4 The Company makes no warranty regarding third-party software, plugins, or themes. These are provided subject to their own respective licences and terms.
18 Dispute Resolution
18.1 In the event of a dispute, both parties agree to first attempt resolution through good-faith written negotiation. The party raising the dispute must notify the other in writing, clearly describing the nature of the dispute and the resolution sought. Both parties agree to respond within 14 calendar days and to negotiate in good faith for a period of 30 days.
18.2 If the dispute cannot be resolved through direct negotiation, both parties agree to refer the matter to mediation before commencing any formal legal proceedings. The mediator shall be mutually agreed upon by both parties. The costs of mediation shall be shared equally unless the mediator directs otherwise.
18.3 For international clients, disputes that cannot be resolved through mediation may be submitted to binding arbitration under the rules of a mutually agreed internationally recognised arbitration body. The language of arbitration shall be English.
18.4 Nothing in this section prevents either party from seeking urgent injunctive or interim relief from a court of competent jurisdiction to prevent irreparable harm, including to protect intellectual property or recover unpaid invoices.
18.5 The Client agrees not to initiate any chargeback or payment reversal without first exhausting the dispute resolution process set out in this section. Chargebacks initiated without following this process will be treated as a breach of these Terms and the Company reserves all rights to recover the full amount plus any associated fees and costs.
19 Governing Law & Jurisdiction
19.1 These Terms & Conditions and the Agreement shall be governed by and construed in accordance with the laws of the Islamic Republic of Pakistan.
19.2 For disputes involving Pakistani clients, the courts of Sialkot, Punjab, Pakistan shall have exclusive jurisdiction.
19.3 For disputes involving international clients, the parties agree that while Pakistani law governs the Agreement, either party may seek enforcement in the jurisdiction where the other party is domiciled, and the Company’s choice of jurisdiction for enforcement purposes shall be at the Company’s sole discretion.
19.4 International clients acknowledge that by engaging the Company, they are entering into a cross-border commercial agreement and accept that Pakistani law governs all aspects of the Agreement, including but not limited to payment obligations, intellectual property rights, and dispute resolution.
20 Amendments & Updates
20.1 The Company reserves the right to update or amend these Terms & Conditions at any time. Updated terms will be published on the Company’s website at rockweb.best/terms and communicated to active clients via email or CRM notification with at least 14 days’ notice before they take effect.
20.2 Continued use of the Company’s services after the effective date of updated Terms constitutes acceptance of the updated Terms.
20.3 The Terms applicable to a specific project or service engagement are those in effect on the date the proposal was accepted or the invoice was issued. Material changes will not be applied retrospectively to active engagements without the Client’s written consent.
21 Entire Agreement
21.1 These Terms & Conditions, together with the relevant proposal, invoice, and any written amendments agreed between the parties, constitute the entire agreement between the Company and the Client with respect to the services described, and supersede all prior discussions, representations, understandings, or agreements — whether oral or written — relating to the same subject matter.
21.2 No variation to these Terms is valid unless agreed in writing and acknowledged by an authorised representative of the Company.
21.3 If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.
21.4 The failure of either party to enforce any provision of these Terms shall not constitute a waiver of that provision or any other provision.
22 Contact & Notices
All notices, requests, or communications under these Terms must be made in writing and delivered via one of the following channels:
| care@rockweb.best | |
| CRM Portal | portal.rockweb.best |
| Website | rockweb.best |
| +92 309 3574223 (sales enquiries only; client support via CRM portal) | |
| Registered name | Rock Web Solutions PVT. LTD |
| Registered city | Sialkot, Punjab, Pakistan |
Notices sent by email are deemed received on the next working day following transmission, provided no delivery failure notification is received.