Terms of Service

1.1 Scope of Work (SOW):

All Services are defined in a formal proposal, quotation, contract, or Statement of Work (SOW) that outlines deliverables, timelines, pricing, payment terms, scope, and other conditions. Quotations are generally valid for 30 days unless otherwise stated.

1.2 Service Categories:

Rozzario offers a range of services including, but not limited to:

• Branding & Identity: Logo design, corporate identity systems, brand guideline documentation, and marketing collateral.

Website & Development:

• Website Design: Theme-based designs, custom UI/UX, WordPress, WooCommerce, Shopify, etc.
• Custom Development: Mobile app development, custom software solutions, and advanced web applications.
• Domains, Hosting & SSL: Domain registration, hosting services, SSL certificate installation, and maintenance.

Digital Marketing: SEO, SEM, social media management, PPC, and email marketing.

Creative Production: Photography, videography, and editorial content.

2.1 Standard Turnaround Times:

• Initial Concepts/Deliverables: Typically completed within 2–4 working days.
• Revisions: Subsequent revision rounds are generally completed within 3–5 working days.

2.2 Delays & Extended Timelines:

• If the Client fails to adhere to our recommended Standard Operating Procedures (SOPs), provides delayed or incomplete feedback, or requests ad hoc changes or new requirements after approval, each subsequent revision cycle may extend to up to 7–10 working days (or longer, depending on complexity).
• Rozzario shall not be held liable for delays resulting from Client-side inaction, unclear instructions, late submissions, or third-party dependencies.

2.3 Client Responsibilities:

• Timely provision of all necessary content, brand assets, and login credentials.
• Adherence to the agreed communication channels (e.g., email, project management tools) and providing feedback within specified review periods.

2.4 Feedback & Approval Process:

• All feedback, approvals, and change requests must be submitted in writing.
• In the absence of a response within the designated review period, deliverables may be deemed approved and the project will proceed as scheduled.

2.5 Communication Cadence:

• Rozzario aims to respond to all Client inquiries within 1–2 working days.
• Additional meetings or clarifications will be arranged as needed to ensure clarity and project progress.

3.1 Internal SOPs:

• Rozzario follows established internal workflows and best practices to ensure quality and efficiency.
• These SOPs cover design processes, development milestones, testing protocols, and feedback cycles.

3.2 Non-Compliance:

• Deviation from or failure to adhere to these SOPs may result in extended turnaround times and potential additional costs.
• If the Client opts not to follow our recommended processes, each revision or phase may be delayed (up to 7–10 working days per round) based solely on the receipt of clear, consolidated feedback.

4.1 Initial Concepts & Revision Rounds:

• The SOW will specify the number of initial design concepts and the included rounds of revisions.
• Revisions should be communicated clearly. Vague or conflicting feedback may require additional, billable revisions.

4.2 Variations & Changes:

• Minor adjustments are typically covered within the included revision rounds.
• Fundamental changes in scope, structural design modifications, or major strategic shifts (especially after initial approval) will be treated as new work. This may incur extra fees and extended turnaround times.

4.3 Design Sign-Off:

• Once a concept or milestone is approved, substantial changes to that stage will require a formal change order and may result in additional charges and timeline adjustments.

5.1 Theme-Based Website Design:

• Projects built on pre-selected themes or templates are subject to the terms defined in the SOW.
• Major structural changes after approval may incur additional fees.

5.2 Custom UI/UX Design:

• For custom designs, detailed wireframes and prototypes will be presented for Client approval prior to development.
• Approval of UI/UX designs is required to prevent costly revisions.

5.3 Platform-Specific Services:

• WordPress/WooCommerce: The Client is responsible for providing product data, pricing, and shipping/payment details.
• Shopify eCommerce: Rozzario sets up and customizes themes; daily operations, inventory management, and fulfillment remain the Client’s responsibility unless otherwise arranged.

5.4 Staging Environment & Testing:

• All development work is typically performed on a staging environment.
• The Client will receive a testing link to review and approve before the site goes live.

6.1 Domain Registration & Renewal:

• If managed by Rozzario, domain registration and renewal processes will be handled by our team.
• Renewal fees must be paid timely by the Client to avoid domain loss or additional costs.

6.2 Hosting Services & Maintenance:

• Our hosting packages include server space, bandwidth, and basic support.
• Downtimes due to maintenance, third-party issues, or force majeure events are not considered a breach, though we will work to restore services promptly.

6.3 SSL Certificates:

• SSL certificate installation and renewal services are provided for an annual fee.
• The Client must ensure timely renewal to avoid security warnings.

7.1 SEO, SEM, & Social Media:

• Services include strategy development, on-page optimization, campaign management, and performance reporting.
• Specific performance outcomes (e.g., search rankings) cannot be guaranteed due to multiple external factors.

7.2 Campaign Management:

• Advertising budgets and ad spend are the responsibility of the Client.
• Adjustments to campaigns or budget modifications may lead to changes in monthly fees or turnaround times.

8.1 Client-Provided Content:

• The Client must provide accurate, legally obtained content (text, images, videos) on schedule.
• Rozzario is not responsible for any copyright, trademark, or legal issues arising from Client-provided materials.

8.2 Content Approval:

• The Client must review and approve content prior to publication.
• In the absence of timely feedback, content may be deemed approved and published as is.

9.1 Pricing & Quotations:

• Pricing is detailed in the SOW. Any additional work or variations requested after project commencement will incur extra costs and require a signed change order.

9.2 Deposit & Payment Schedule:

• A non-refundable deposit is required to initiate work.
• Subsequent payments are due in accordance with the milestones or monthly schedule outlined in the SOW.

9.3 Late Payments & Extensions:

• Late payments may incur interest or fees.
• Projects may be suspended or delayed if payments are not received on time.
• If a project extends beyond the predefined service period due to delays in feedback or additional requests, additional extension fees may apply.

10.1 Ownership of Deliverables:

• Upon full payment, the Client receives rights to use the final approved deliverables.
• Unless explicitly agreed otherwise, Rozzario retains ownership of source files, proprietary code, and frameworks. Transfer of full intellectual property rights may require additional fees.

10.2 Licensed Materials:

• Any third-party software, stock images, fonts, or plugins procured during the project will be billed to the Client, who remains responsible for ongoing license renewals.

11.1 Acceptance of SOW:

• Written acceptance of the SOW or proposal along with the deposit confirms the Client’s agreement to these Terms.

11.2 Scope Changes & Variations:

• Any changes to the agreed scope—such as additional features, alterations in design direction, or switching from theme-based to custom UI/UX—must be requested in writing.
• Such changes may result in extended turnaround times and extra fees.

11.3 Cancellation by Client:

• Should the Client cancel the project at any stage, all work completed up to that point remains billable, and deposits or advance payments are non-refundable.

11.4 Termination by Rozzario:

• Rozzario reserves the right to terminate the agreement if the Client breaches these Terms, fails to make payments, or engages in unlawful activities
In such cases, fees for work completed remain due.

12.1 Quality of Service:

• Rozzario commits to delivering Services with reasonable skill and care.
• However, we do not guarantee specific outcomes such as financial returns or search engine rankings.

12.2 Third-Party Services & Integrations:

• We are not liable for issues related to third-party plugins, hosting providers, APIs, or other external services.

12.3 Browser & Device Support:

• Websites and applications are tested on current versions of major browsers.
• Support for obsolete browsers or devices must be specified in the SOW.

To the maximum extent permitted by law, Rozzario shall not be liable for any indirect, incidental, special, consequential, or exemplary damages arising from or related to our Services. Our total liability shall not exceed the total fees paid by the Client for the specific project in the six (6) months preceding the incident.

Both parties agree to maintain the confidentiality of all sensitive and proprietary information disclosed during the project. No confidential information shall be disclosed to any third party without prior written consent, except as required by law.

Our handling of personal data is governed by our Privacy Policy, which is incorporated herein by reference. The Client warrants that all personal data provided to Rozzario is legally obtained and authorized for use in connection with the project.

Neither party shall be held liable for delays or failures in performance due to events beyond their reasonable control, including but not limited to natural disasters, strikes, internet outages, governmental actions, or pandemics.

These Terms shall be governed by and construed in accordance with the laws of Malaysia. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the Malaysian courts.

Rozzario reserves the right to modify these Terms at any time. Any updates will be posted on our website with a revised “Last Updated” date. Continued use of our Services following such changes constitutes acceptance of the updated Terms.

These Terms, together with the relevant SOWs, proposals, and invoices, constitute the entire agreement between Rozzario and the Client and supersede all prior or contemporaneous communications and agreements, whether oral or written.

20.1 Communication Gaps & Misunderstandings:

• Rozzario strives for transparent and timely communication. In cases where misunderstandings occur (“Potato POTATO” situations), both parties agree to engage in prompt, written clarification.
• Our team will document all efforts made to minimize delays and extra costs, including extensions provided as a courtesy.

20.2 Feedback & Revision Management:

• All feedback must be provided in writing and consolidated before a new revision round begins.
• Failure to follow agreed SOPs or to provide timely feedback may result in turnaround times extending to 7–10 working days per revision cycle.

20.3 Escalation & Dispute Resolution:

• Should any disputes or ongoing communication challenges arise, both parties agree to first seek resolution through direct, written communication.
• If unresolved, formal dispute resolution procedures in accordance with these Terms and applicable law will be followed.

For any questions or concerns regarding these Terms or our Services, please contact us at:

• Rozzario Sdn Bhd
• Level 27, Penthouse, Centrepoint North Tower, Mid Valley City, Kuala Lumpur
• +60 3-2935 9557
• info@rozzario.com

By engaging Rozzario’s Services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.