Terms and Conditions
By placing an order with Skeneur, you confirm that you are in agreement with and bound by the terms and conditions below.
Charges and Fees
1. We require full payment upfront before we start your project. If your design or development project is above RM8,000, a 60% of the total payable fee before we start our design work, and collect the remaining 40% upon work done from our side.
2. The 60% deposit is not refundable should you not satisfy or decided to forfeit the project halfway.
3. The remaining 40% is due once the work is completed by us. The balance should be paid within the duration of 7 days once due.
4. Any extra feature requests that are not quoted in the quotation will be charged at extra and payable before we add in the extra feature requested.
5. If you would like to use your own or existing hosting, we’ll need to collect 100% upfront payment despite the total cost of your project.
Design Changes and Alterations
1. We will only accept the request of design changes and alterations that are deemed “reasonable” by us. Once design work is completed, the remaining 40% balance should be settled first before submitting any changes request except in the case of design mismatch or mistakes from us.
2. We only allow 1 time of change per section or content. Any additional changes are chargeable at an extra cost.
3. Any changes or alterations should be requested within the duration of 2 weeks. We reserve the right to reject any work request after the 2 weeks period.
4. Once design template/mock-up/layout is confirmed, there will be no more changes once the work has started.
Scope of Work
1. The services we provide cover the areas of web design, web development and internet marketing. If you sign-up for only web design service, then our scope of work is only limited to web design.
2. We will not provide any works outside of web design or internet marketing, for example like creating email, setting up email clients, website backup and so on.
3. Anything we do for you that is not mentioned in our quotation is considered as a bonus and not compulsory, extra customizations and service should be charged at additional service fees.
4. We do not provide proofreading service. We will copy the exact writing you give to us and place it on the website. Should you require any proofreading service, it should be mentioned before sign-up and this is an extra chargeable service.
5. For Standard Web Design Plan, if you have a page that showcases your products or a photo gallery, we’ll only help you to upload a maximum of 5 products/photos. Should you have more than 5, you can either upload it on your own or pay us extra to upload the rest. The extra fee we’ll quote upon discussion.
6. For e-commerce solution, we will create up to 10 categories and upload up to 10 products for you as an example for you to follow. You will need to create and upload the rest of your categories and products on your own. Should you require our assistance on top of the 10 categories and 10 products, we will charge RM20/category and RM80/product. We will NOT design information pages, edit products photos, edit logo or edit the images you want to use.
7. All your logos and products images have to be edited and optimize by yourself. We will not do any editing or resizing on the product photos you send to us. Each product photo that you require us to edit will be charged at extra.
While we provide free support for clients who renew yearly with us, some works are paid customizations and not cover in free support.
To understand the differences between support and customization, kindly have a read on this page – Understanding The Differences Between Support and Customization.
Search Engine Optimization
1. In some cases, we may include basic On-Page SEO service for free. You will have to provide your targeted keywords (up to maximum 3). However, this doesn’t guarantee that your website will rank in any search engine. We are not responsible if your website does not appear in the search engine at all if you only sign-up for our web design service.
2. On-Page SEO is a service where we will optimize your website Meta Title and Meta Description with the keywords you provided to us, which will provide a better understanding for search engine robots when they crawl your website. This doesn’t guarantee ranking of your website.
3. There is no guarantee of how fast or what position your website will rank in search engine. We do not practice black hat SEO, therefore, there will be no guarantee and promises.
4. SEO Friendly simply means that most (not all) of your website URL will be canonical links and not dynamic. This doesn’t include rewriting your content, writing extra content and any other external SEO activities.
5. We will always try out best to help your website to rank but this should be considered as a bonus as long as it is not mentioned in our quotation.
Project Delays and Client Liability
1. The maximum duration we will commit to each project is 1 month, except for cases which the development work will take longer than that, not including client’s comment and feedback on changes.
2. The 1 month duration starting from the date we received and confirmed your 60% deposit payment.
3. Once we have completed the work, you will be notified to review it. You must get back to us in writing of any unsatisfactory points within 7 days of such notification. Once approved, or deemed approved, work cannot be rejected subsequently and the contract will be deemed to have been completed and the 40% balance of the project price will become due in 7 days.
4. Should you need to delay the project development, you are obliged to settle the 40% balance in the end of the second month and we will continue on the project once you get back to us.
5. We reserve the right to shut down your website for any failure in payment after the maximum 1 month duration.
Supply of Materials
1. You must supply to us all the relevant information and materials required by us to complete the project in accordance with any agreed specification. Such materials may include but are not limited to, photographs, logos, written copy and other related material.
2. If there’s any delay in supplying these materials to us which leads to a delay in the completion of work, we have the right to extend any previously agreed deadlines.
3. The 40% balance payment due of 1 month is still applicable in the event of delay in supplying required materials.
4. We are not responsible for any copyright infringement issue if you illegally misused, steal or copy any pictures, photos or content and give it to us. All content you provide should be 100% original and you are committed to the responsibility of those.
After Sales Support
1. We provide 1 month of free support on using the Content Management System we provided to you.
2. We will NOT provide support on hosting or email, this will be handled by our hosting partner.
3. Our support excludes the following areas: Server down, Website loading slow, Email not functioning, Website cannot be accessed, Website does not rank in search engine etc. All customizations, new content design, new content layout and template, design or content managing on new pages, HTML & CSS styling are also not supported. By choosing not to engage with our service and editing the content by your own, you are assumed to have the proper HTML and CSS knowledge to do so. Content Management System support means that we will fix existing features that malfunction and not any user-generated error or fault caused by users.
4. Once you have edited the HTML or CSS of the website by your own, we will no longer provide support. Please backup before you proceed!
5. We only provide support from Monday – Friday, 9AM-5PM GMT+8 with a 1-hour lunch break in between. All support issues should be communicated strictly via email or at our support portal only. We do not provide support through Whatsapp, WeChat, Line or any other communication platforms.
6. If extra training is required due to staffs change, staffs resigned etc., we will only provide training at extra cost.
7. The support and service warranty is a one time, one owner license, which means we will only provide support to the owner (which is you). If you sell, transfer or change the ownership or hosting provider of your website to a new party, the support from us should cease and warranty is void immediately. Your new website owner should be bound by the extra cost in order to get support from us again.
8. Respect is mutual and support will be provided as long as you renew your subscription with us and pay respect to our work and employees. We reserve the right to stop any form of communication or support if you use rude words in your communication, spamming calls, SMS or emails, making excessive demands or conduct any disrespectful actions or conversation to any of our employees. Your subscription to our service will then be terminated and we will not be obliged to serve you or your website.
1. As designing websites to work for all browsers and versions will be a tedious work and require much extra time, we only warrant the website that we design for you will work in Google Chrome 35 or above and Mozilla Firefox 29 or above.
2. Internet Explorer compatibility is not guaranteed as it tends not to work well with most codes.
3. When we quote “Mobile View Ready” in our quotation, we do not promise the website will display and compatible with all mobile browsers as there are simply too many different types of mobile phones and mobile web browsers.
4. Mobile View Ready does not guarantee the mobile site will have the full functionality of the desktop site. We will not do any extra design or feature changes on the mobile version of your website for all responsive and non-responsive design project.
Subcontracting and Outsourcing
1. We reserve the right to outsource any services as we see fit.
1. You are responsible for complying with all relevant laws, rules and regulations relating to e-Commerce. All payments, customers information, products and services should be your full responsibility once we have transferred the website ownership to you (once we have given you the login to your Admin Panel).
2. Any problems and frauds regarding payments should be dealt between you and the specific payment gateway providers.
3. We do not provide our e-Commerce service to businesses which engage in illegal products, drugs, gambling or obscene materials. We do not take any responsibility shall you engage in these activities in the future.
Web Hosting and Domain Name
1. Any issues related to web hosting and domain name should be communicated directly with hosting and domain provider.
2. Skeneur, as a reseller of hosting plans and domain name, is not responsible for any support issue regarding your hosting and domain, despite you have sign-up through us or not.
3. The domain name that comes with our Standard Plan for website design is limited to top-level domain only (.com, .net, .org, and .biz), the country level domain name like .com.my and .my is chargeable at extra due to the cost of the domain.
Warranty and Ownership of Intellectual Property Rights
1. Once you have confirmed the web design work completed by us, there is no extra or further warranty governed by us after we have passed you the logins.
2. You are advised to do your own backup, firewall setup, SSL installation and any other security preventive measures on your own. We will not be responsible for any malware, virus or hacking abuse when the ownership is transferred to you.
3. If it’s a mistake caused by the user which tamper with the functionality of the content management system, software or web apps, we are not responsible for the recovery.
4. You will have full ownership of the website, domain and hosting* once you have settled 100% payment. During the project period which you have only paid 60% deposit, we reserve the ownership of the design and development work and we can add/edit/remove any content or the entire website as we seem fit. Warranty is also void if you insist on getting the login before the full payment is settled.
*Only if you sign-up and pay for hosting plan separately.
5. By default, we will add our name and link to Skeneur’s website address to the footer of your completed website. Removal of such copyright is strictly prohibited and if a client is found removing our copyright statement without our permission, support would be dropped off immediately. Support would not be provided thereafter even the link is placed back afterwards.
6. Removal of Skeneur’s link can be requested within 7 days of website completion. The removal of our copyright will be charged at RM3,000 one time fee.
7. As long as you have any outstanding fee on the website design project, the ownership and copyright of the website belong to Skeneur. Full ownership will only be legally transferred when you have settled all your outstanding balance, such as web design service balance, domain fees, web hosting fees and any other related service fees. When the ownership is still belonging to Skeneur, we have the power to add, edit and remove any content and the design as we seem fit.
1. We do not provide any kind of refund once you’ve made payment to us.
2. Refund request will not be entertained for the following reasons, include but not limited to change of mind, financial issue, personal issue, regret, wrong purchase, unsatisfactory of service without solid reason (as mention below).
3. Under some circumstances, we’ll provide a refund. We’ll provide a refund when we fail to initiate the project or fail to deliver the project as per sign-up request. If we fail to deliver the project with special requests/features which added in after the initial discussion and quote, it is not considered as a “fail to deliver”.
4. For Facebook Marketing service, if you are running prohibited, restricted, misleading or any ads that are against Facebook ads policy and your account get flagged or disabled under any circumstances, we’ll only refund you the Ads Spend balance and not any amount of the management fee you’ve paid.
5. For contracted service like Facebook marketing and Google AdWords management service, if you would like to terminate or end the contract before the end date, we will not refund any management fee under any circumstances. We will only refund the prepaid Ads Spending budget (if paid it to us).
Extended Warranty / Support
All plans with a standard yearly renewal fee will receive free support via email or Whatsapp.
In the case where you have opted out from our yearly recurring fee, yearly renewal fee or quoted a one-time fee project, you will be given 1 month (based on quotation) free priority support. Once this free support period is over, support will no longer be provided for free.
You can then top up for extended warranty or support period.
1. All business conducted by our clients are of their own assets, liabilities and rights. We are not in any way involved in the business of our clients. Should any illegal activities or business is found within the website of our clients, Skeneur is not liable or will not be responsible to bear the punishment or any cost incur. We will take the appropriate action to add, edit or remove the content of our clients’ website should we have receive the warrant or court order to carry out such activity.
2. As all the logins and website ownership is transferred to our client wholly after work is completed, we do not have any ownership or stake in the website. Any complaints or authority body should take action directly against the business itself and not Skeneur.
3. When you engage with our web design service, you should ensure your business’ products and services are completely legal and should obey all the related laws in your country.
Last Updated: 30 December 2019
We reserve the rights to amend the terms and conditions above without any prior notification.