Terms and conditions

Service requests

Any written (electronic or otherwise) request to provide assistance / support / services or any of the services or products we offer by any client or potential client will be seen as valid "request for service" and the client may be held liable for any cost incurred in providing this service under our standard rates and terms and conditions. We are a service provider, that is what we do, we help people and businesses every day ;)
Support for services rendered that can be managed directly by the client may incur a service fee. Some examples are - creating mail accounts, resetting mail account passwords, uploading databases to hosted servers, custom backups and restore jobs etc. since all of that can be done via the provided hosting control panels.

Quotes

All quotes and prices are provided E&OE and are subject to change without prior notice even though we try to stick in or below the actual quoted prices as far as humanly possible. In a lot of cases it is only possible to provide estimations to time required and therefore cost of a project so please bear that in mind. Delivery / travel charges may apply in some cases that are not expressly listed and these charges depend on stock location, delivery location, delivery time frames etc. The customer accepts that it is their responsibility to obtain these delivery charges in writing prior to delivery commencing. Only written (electronic or otherwise) quotes can be seen as "valid" offers and this validity period is only for 7 (Seven) calendar days from the day the quote was generated, If a quote has no date indicated, the date the original document was created will be taken as the date the quote was generated.

All quotes are subject to our Invoice and payment terms and conditions. Only written (electronic or otherwise) confirmation of quotes will be accepted as a valid offer to purchase. It is also accepted by the customer that all quotes need amendment during big project cycles and it is their responsibility to obtain such updated quotes in writing as such a project commences. Any additions to the original quote agreed upon verbally or in writing between us and the client will be seen as valid and accepted based on the initial acceptance of the quote / estimate by the client.

Prices on our website are kept up to date as much as possible but errors can creep in from time to time, any prices will be verified by us to you prior to any costs being incurred, if not then the price on the website or the actual price if it is lower will be used for invoicing until the error has been rectified.

The customer accepts that any images of any product supplied might not be accurate, similarly it is sometimes cumbersome or impossible to list all the features of a product or service on our website, it is the clients responsibility to make sure a product or service will suit their requirement. We will however ALWAYS do everything in our power to make you are consulted and guided properly before supplying a service or product and thereby make sure that it meets your needs 100% - if not more!

All prices are quoted as "ex VAT" since we do not charge VAT at this stage.

Invoice and payment

All web/hosted/cloud services are payable in advance
All labour related services are billed in arrears
All hardware, software and physical amenities are payable before it is supplied. Specific items may require a "lead time" before it can be supplied, please make sure of those lead times if not expressly indicated
Fixed services that require labour like monitoring, server management, managed backups and other managed solutions is billed in arrears
Our normal billing cycle runs roughly every 15th of the month
Any proof of payments must be electronically submitted to This email address is being protected from spambots. You need JavaScript enabled to view it. to ensure efficient processing of your orders
Specialized services may require different payment methods and schemes, it is the clients responsibility to obtain (in writing) such terms and conditions prior to the services provided

Our standard invoicing terms are "due on issue date" for any new configurations / set-up and 7 days for any other invoices. All services are subject to suspension or cancellation if not fully paid by the due date. Certain services may be subject to a "set up" fee not indicated in our pricing model and it is the customers responsibility to request such "quotes" in writing.

All provided hardware, software and services remain the property of Phase Change in whole until such time as the total outstanding amount on any outstanding invoices is paid in full. The client cannot elect to pay certain sections or invoices first and in certain cases any payment from the customer will be seen as a partial payment on all outstanding invoices at that time. Payments under normal circumstances are however listed against the oldest invoice first.

Compound interest will be charged on any outstanding balances (seen as payments not reflecting in our bank account) at 2% of the outstanding amount per month. Further administration fees (R100 per case) may be applied to the client account if it requires additional administrative action like repeated follow-ups etc. These administration fees will be added to the account immediately.

Accounts that remain unresolved for a period of 2 calendar months will be handed over for collection, in such cases the client may be liable for additional collection fees, legal fees and could potentially also be blacklisted with the National Credit Bureau.

Clients are advised to indicate in writing to This email address is being protected from spambots. You need JavaScript enabled to view it. if they have any queries or concerns with any issued invoice prior to the due date. Failure to communicate will unfortunately not be seen as mitigating circumstances for either interest or administration fees. We are human, there can be mistakes on your invoice so talk to us and we will try our best to make you happy. Extensions on due accounts are only granted where a client lodges a valid query in writing to the above email address.

No cash refunds will be provided under any circumstances, credit will however be provided to a specific client account should it be agreed to by Phase Change.

The client accepts that we sometimes do very intricate and technical work, we mostly do that work "Behind the scenes" and not while in physical contact with the client so all such work is captured in our tracking and accounting systems which can be viewed by the client at any time. Our invoices are generated from such systems so we don't have job cards that gets signed by clients like our sister company does. In our case the "signature" is the order placed by the client for work based on an estimate or quote provided.

Service Cancellation

All services are subject to a "30 day" calendar month written (electronic or otherwise) cancellation to This email address is being protected from spambots. You need JavaScript enabled to view it.
A lot of our services are capacity based and the provisioning of such capacity is where our costs lie, for that reason services not cancelled as per above will still be billed to the client whether it is used or not until such time as it is cancelled or removed from our systems
Any communication that does not explicitly request cancellation of a specific service will not be seen as a cancellation notice
Due to the fact that a lot of the services we offer require "migration" to a different platform if it is cancelled on our side most services remain active on our side even after it has been moved, notice of a service "moving" will therefore also not be seen as a notice of cancellation

Email disclaimer:

All Phase Change's e-mail transmissions contain confidential information which is the property of the sender or the recipient and therefore legally privileged. The information is intended for the use of the addressee only. If you are not the intended recipient, you are hereby notified that any disclosure, copying or distribution of the contents of this e-mail transmission, or the taking of any action in reliance thereon or pursuant thereto, is strictly prohibited. Should you have received an e-mail in error, please notify us immediately by telephone to arrange for the return of the documents comprising the transmission. In no event will Phase Change or the sender of the e-mail be liable to any party for any direct, indirect, special or other consequential damages for any use of the e-mail, or on any other hyper-linked web site, including, without limitation, any lost profits, business interruption, loss of programs or other data on your information-handling system or otherwise, even if we are expressly advised of the possibility of such damages. Any and all emails is also subject to Phase Change's other legal policies including our quote terms and conditions and our invoicing terms and conditions. Please ensure that you familiarize yourself with those as responding to any email is seen as an acceptance of all the term, conditions and policies bound to that communication.

Definitions:

Overage- all hosting packages have specific specifications - these specifications is what determines the price as more resources cost more etc. Hosting packages are provided with uncapped bandwidth but each package size has a soft limit on the amount of disk space it is allowed to use. Disk space is used by everything on the hosting package - databases, websites, documents, emails etc. and when a package uses more than what this soft limit allows an overage is generated and billed to the client. In other words, you are charged for the amount of disk space you use over what is allowed by your package. You can see a listing of what uses disk space on your account from within your hosting control panel and also upgrade your package to a package size that provides a suitable amount of disk space to avoid being billed for disk overages. It is important to note that we do not manage your disk space usage, this is up to the client, we simply provide the service.