Terms & Conditions

Please note the the following terms and conditions we last updated on 26-01-2022. v1.2

Payments, Fees & Charges

RTEO reserves the right to perform quarterly reviews of it’s services, prices, fees and charges. In case of any change, RTEO will notify clients prior to new services and prices being implemented the following month.  If you are still under a fixed contract term then the new prices will not be in affect until your contract term is over.  

All prices do not include GST.

Services

Website Development

Initial 20% Website Payment

Upon approval of quotation, RTEO will provide an initial invoice to activate the project. Once the 20% payment is received the project is activated and the Website Design Questionnaire form is sent with a website planning meeting scheduled.  The form will need to be completed 48hours before the next scheduled meeting to give RTEO time to review and research the content provided.

50% Website Progress Payment (Px * 60%)

Once a new website is presented by RTEO for client review, RTEO will request another 30% progress payment on the invoice. Payment of this invoice is required prior to any further work.

Final Website Payment (Px * 80%)

Once a website is approved for launch, RTEO will request the final remaining 50% on the invoice, which is due for payment prior to the website going live. The invoice will comprise the remaining 50% plus additional work completed as a result of alterations to the original scope. In cases where there is a client-side delay in the project, this final invoice will have been issued with a due date of (Px * 80%) and will be extended by a maximum of 30 days for unforeseen delays.

Website Project Alterations

In some instances, clients opt for additional website alterations during the planning, design & development of their website (such as additional pages or additional functionality etc). This is totally fine as RTEO understand the fluidity of projects where there are many stakeholders involved. Whenever this occurs, RTEO will always notify clients about the impact of any extra costs for full transparency. Upon website approval, RTEO will invoice the client for any additional alterations agreed to during the website project.

Hosting & Management Products

RTEO Clients pay for hosting and management via monthly direct debit under a subscription model.

Monthly automatic deductions are made via eWAY (Credit Card & Bank Account payments available)

Clients signing up to hosting or management must purchase the hosting plan subscription on our website prior to your website going live. The monthly direct-debit via eWAY will be on the first day of every month. The first payment will occur on purchase of this service. RTEO clients are responsible for any changes to their direct debit information and must inform RTEO of any changes to their bank details. Please note if clients wish to pay via credit card, there will be a 1.5% surcharge + 25c per transaction for both VISA and MasterCard.

 

Direct Debit

Insufficient Funds

If the automatic eWAY defaults, it is automatically reprocessed until paid in full plus a penalty fee of $15 per eWAY default and will continue to be reprocessed until paid. RTEO clients paying by automatic eWAY agree to pay all bank, reference, debt collection or legal fees associated with any default or legal proceedings to recover outstanding fees.

Cancellation

Cancellation of the automatic debit requires 30-days notice in writing.  Once processed we will continue to invoice with the option of payment via Credit Card or EFT.

 

Late Payments

If invoices for website management and hosting are not paid after 14 days of the due date a reminder email will be sent out to the main client contact.  If after this email warning of the overdue account, the invoice is still not paid, RTEO will remove your domain from the website.  You will receive another email at this stage to fix the invoice immediately and have a further 14 days where after 14 days we will deem the contract forfeited and the Website Cancellation Process will be followed.  You will not receive access to your website files until the 24-month contract has lapsed and the contract is paid out.

A $110 processing fee is charged for disconnection and reconnection of your domain name back to your website.  Each month RTEO does not receive payment for the outstanding invoices a following $35 administration late fee will be charged to your account.

Website Design & Development

Full terms and conditions are provided before we commence the web design and development project

Website Management

RTEO provides website management for websites that are hosted with RTEO with an initial term agreement of 24 months. 

Existing websites not designed by RTEO

Minor updates and fixes on websites not designed and developed by us may not be supported by RTEO and we will let you know before you purchase our services or products.  If we can’t help we will always try to find some solution for you from our partners in the industry who do take jobs in that category.

Website Bugs/Fixes

Occasionally a website may appear broken as a result of software updates (WordPress, Theme & Plugins) or by other means such as user, browser, desktop & device error. RTEO will work to fix all website bugs including performing additional updates & troubleshooting, WordPress and theme & plugin authors. Support time for bug fixes is part of our ongoing service and support under the maintenance plans. 

RTEO is not responsible for the development & maintenance of WordPress, aXcelerate Plugin and the various plugins being used to operate each website and some issues might exist within the plugin’s themselves which are out of our control.  If this is the case, RTEO will revert the website to a backup that was working and wait until the plugin developers have fixed the issues that remain in their plugins.

Website updates will not be able to be performed until these conflicts have been resolved by each independent plugin developer.

General Support

As a website managed client, you will have access to RTEO’s general support via our support platform.

SCOPE OF GENERAL SUPPORT

Any help needed regarding your paid services – website server, website management – is supported via general support, these include:

  • Web-server issues
  • Setting up staging servers
  • Consulting with other IT partners
  • Website issues/broken site/server downtime
  • Adding new users to your website
  • Discussing updates and new features
  • Emergency situations

RTEO managed clients have access to the support channel at support.rteo.com.au.  This includes help guides and documentation along with support chat and a support ticketing system. 

Website Management Support

Subscriptions to website management have exclusive access to email support (support @ rteo.com.au). Each web host plan client can call RTEO directly up to 15 minutes for any issues, questions and/or discussions in the first 3 months after receiving their RTEO developed website.


Support is offered between 9am to 5pm Mondays to Fridays and is exclusive for RTEO clients. Support is not available on Public Holidays or over the annual Christmas closed period. During peak times, there may be a 24-48hr response time for any support. Rest assured that your web host plan gives you 24/7 chat support and emergency phone support in case something goes seriously wrong with the website. Your website can always be reverted to the day before in less than 2 hours if need be.

Your website management subscription includes a number of website management support hours per year.

Website management support hours (WMSH) can be used for all sorts of website tasks like

  • updating files,
  • updating images
  • adding blogs
  • adding courses
  • adding pdfs and files
  • adding banners
  • adding videos
  • changing course outlines
  • updating course prices
  • updating course descriptions

etc.  Any change on the website that will take more than roughly 2 hours will be considered a separate job and will be quoted for.  WMSH can not be used for anything that is listed in the premium support service.

Extra Website-management Support Hours (WMSH)

Once your yearly support hours part of your subscription have been exhausted, you can top-up these hours by visiting our website management page and purchase blocks of wmsh.

Expiry

WMSH which is received part of your subscription last for 12 months from the date of subscription for website management and then gets topped-up with new support hours based on your subscription level.  Any unused WMSH do not roll-over into the new subscription year.  WMSH cannot be traded in for credit, money, or any other products.  RTEO hold full discretion on whether they will extend WMSH for any particular circumstance.

Premium Support

Premium support is a pre-paid service and can be used for the following areas.

  • High level training on website design
  • High level training on website management
  • High level training in aXcelerate
  • Consulting on business development operations and system improvements
  • Updating aXcelerate enrolments integration
  • aXcelerate system development
  • aXcelerate system audits and reports
  • Updating aXcelerate templates

Premium support will need to be purchased separately from our online store or quoted directly by contact RTEO

Premium Support Hours (PSH)

Bookings

Once premium support hours (PSH) are purchased they can be booked in by contacting your RTEO Account Manager.  If you need guaranteed time slots RTEO will also provide you a calendar where you can book your hours according to the RTEO schedule.

Limits

PSH can only be used for jobs which are roughly a maximum of 2 hours in duration. 

This is for reasons mentioned below.
  • RTEO can’t guarantee a job more than 2 hours can be completed on demand and immediately
  • RTEO might spend more than 2 hours on a job, which was not agreed to by your organisation so 2-hour max slots at a time are more manageable and acceptable by both parties
  • RTEO might encounter issues and might not be able to complete a requested task with the hours remaining so quoting will highlight these situations as it gives RTEO more time to analyse the requested tasks and quote accordingly

Expiry

PSH expires after 90 days from date of receipt.  PSH cannot be traded in for credit, money, or any other products.  RTEO hold full discretion on whether they will extend prepaid hours for any particular circumstance

Domains

Any domains registered through RTEO will be charged on annual cycle.  Domains vary in prices based on the TLD (Top-Level-Domain) and the word length.

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