General Terms & Conditions
All prices that we quote include GST and are valid for 30 days.
Commencement of Work – The client agrees to provide written approval of their quotation in an email before any work is commenced.
Payment for Projects – A 50% deposit required before any print project commences unless you have an account with Grendesign. The client agrees to pay the remainder invoiced amounts with 7 days of receipt of an invoice. If the work/project time exceeds 4 calendar weeks in duration, the client agrees to payment based on work done to date. if 7-day payment terms are not met your account will convert to payment upfront for all ongoing projects. Payment plans are available. Printing must be paid in full before delivery unless you have an account with Grendesign. Website projects are invoiced in 3 stages with payment required before each stage in the project commences. The stages are further documented in your proposal document. Any additional functionality, add-ons or work that was outside the initial brief will be invoiced including any image purchases and hosting/domain plans before the website goes live. In the event where your overdue account is referred to a collection agency and/or law firm, you will be liable for all costs which would be incurred as if the debt is collected in full, including legal demand costs.
Design/Service Fees– It is agreed that the fee for service shall be the cost estimated on the quotation unless the work undertaken exceeds work/description outlined. If work exceeds the items specified in the quotation the client agrees to pay appropriate fees for the excess work. This is defined by any work involving additions to the items on this quotation. All costings assume the availability of images, graphics and text in formats required by Grendesign.
Additional charges will be incurred where further content creation is required. Grendesign reserves the right to change quoted prices should condition or design specifications vary from that stated in the quotation documentation.
Liability Responsibilities – It is agreed that all work and materials provided for the client by grendesign will be free and clear of all lines and encumbrances and may be lawfully used by the client without infringing upon the rights of others including, and without limiting the generality of the foregoing, any copyright trade secret patent or trademark rights of any third party.
Copyright – It is agreed that the client will have the exclusive right to retain and reproduce any artwork, manuals, information, material, reports and other output which is produced from the work outlined in this estimate once invoice has been paid. This granting of copyright does not extend to the use of design proposals submitted but not approved by the client for the work outlined in an estimate.
Design Samples – The client also agrees to allow Grendesign to showcase any/all work created in the course of a project as part of the Grendesign portfolio. Grendesign acknowledges the confidential nature of client projects and agrees to only display project work once the product/site has been publicly launched/commences.
Confidentiality– It is agreed that employees of grendesign shall not at any time either during the project or thereafter, except in the course of their duties, divulge any of the confidential affairs of the client or any of its clients or associated companies to anyone whatsoever without the previous contest in writing of the client. We recognise that anything the client shares with us is regarded as confidential, whether it is business or personal information. We undertake not to, at any time, either directly or indirectly use or disclose any information the client shares with us in meetings, via email or on telephone conversations.
Hosting and care terms below
Hosting & care terms
Hosting & care
Standalone GrenCare plans cover one agreed standard WordPress website, the stated storage and web traffic allowances, scheduled software updates, daily off-site backups with 14 days’ retention, automated monitoring and the stated monthly support time. Essential includes three scheduled maintenance visits per year, Plus four and Pro six. Published standalone prices of A$99 / A$139 / A$179 per month include GST. Older, plugin-heavy, e-commerce, booking, membership and other complex websites require a suitability assessment and may need a custom quote. Existing customers keep their current agreed pricing and inclusions unless a change is agreed. Support time does not roll over. Important security patches are assessed and prioritised after testing.
Backups are recovery snapshots with the retention specified in your plan, not permanent archives. You should retain your own business records. An available clean backup may be restored after an agreed incident assessment. Recovery depends on backup integrity and the incident’s scope. Third-party outages and client-controlled changes are outside Gren’s control.
SSL management, Elementor Pro or Divi access, supported Gravity Forms access, SMTP configuration, monitoring and one domain renewal allowance are included during active paid care. Only the builder used on your site is covered. Vendor AI credits, premium extensions, SMS, external email accounts and API/provider usage charges are excluded unless expressly included.
Essential / Plus / Pro include 15 / 30 / 60 minutes of minor changes and support monthly, with no rollover; form tests quarterly / monthly / monthly; and support response targets of 2 / 1 / 1 business days. Support runs Monday–Friday, 9am–5pm Sydney time, excluding public holidays. Plus and Pro include staging review before significant updates. Pro includes a monthly test of one agreed website workflow; complex workflows are quoted separately.
Minor changes include small text or image replacements and supported-plugin troubleshooting within the allowance. New pages, design changes, integrations, SEO campaigns and copywriting are project work. Additional work is quoted at A$180 plus GST per hour before it begins. Custom features, unsupported or abandoned plugins, client-caused changes, migrations, major malware recovery and redesigns are separately assessed and quoted. Restoration from an available clean backup after a Gren-managed update failure is included.
Website security and incidents
We use reasonable care and skill to apply the security measures included in your agreed service. No website, hosting platform or third-party component can be guaranteed free from hacking, malware, viruses, data loss or interruption. New vulnerabilities and threats may arise despite appropriate precautions. Hosting and maintenance reduce risk; they do not guarantee prevention of every incident.
You are responsible for protecting client-controlled accounts and credentials, using multi-factor authentication where available, promptly notifying us of suspected compromise, and avoiding unsupported software or changes without checking their effect on your site. We remain responsible for the work and security measures within our agreed scope.
If an incident occurs, we assess it, explain the proposed response and seek approval for additional chargeable recovery work. Any response, remediation and restoration included in your care plan or owed under applicable law remains included. Charges for extra work are agreed before work begins. Nothing in this clause excludes responsibility that cannot lawfully be excluded or limits remedies for our failure to provide the agreed service with reasonable care and skill. Liability limitations must be expressly agreed in your written contract and checked for the applicable jurisdiction.
Care billing options
Monthly care is paid in advance. Quarterly care is paid three months upfront at 4% less than three monthly payments. Annual care is paid twelve months upfront at 8% less than twelve monthly payments. Support allowances remain monthly and do not roll over; prepayment does not change maintenance frequency. The selected term, renewal amount and treatment of unused prepaid service on cancellation are confirmed in your care agreement, subject to applicable consumer rights.
CARE10 switching and upgrade offer
Eligible new transfers and existing customers upgrading to a new standard standalone GrenCare plan may quote CARE10. The offer gives 10% off the standard plan fee for the first 12 months. It replaces the usual quarterly or annual discount during that period; discounts do not stack. Normal selected-plan pricing applies afterwards. Migration, initial repairs, additional work and third-party charges are separate. Eligibility and the full payable amount are confirmed in the written quote before you commit. Existing agreements do not change automatically.
Upgrades and downgrades are subject to the website’s resource and workflow requirements. A downgrade takes effect at the next billing cycle after notice. Additional storage, bandwidth and transactional email are quoted before provisioning.
Leaving hosting
Standalone care can be cancelled with 30 days’ written notice. If care is bundled with website instalments, Grendesign hosting is required throughout the agreed instalment term; an early exit follows the payment schedule and build buyout in your written proposal. Future undelivered hosting and maintenance are excluded from the build buyout. A new standalone care price does not automatically change an existing instalment agreement or its build allocation.
Agency-managed premium licence, update and support connections end when care ends. Arrange eligible subscriptions directly with the vendors or through your new provider for future updates and support. We do not charge for past included licence access or promise existing plugins will continue unchanged after support ends. Basic handover of your paid-for site and domain transfer authorisation is included. Hands-on migration, rebuilding unsupported features and configuring a new provider are quoted separately. Agency subscriptions and licence keys are not transferred.
One domain renewal allowance of up to AUD60 is included per 12 paid months. Premium domains, transfer charges and excess renewal costs are excluded. Your domain remains yours; there is no automatic transfer of ownership to Gren.
Overdue care invoices
We send a reminder for overdue care invoices. After an invoice is 14 days overdue, we may give seven days’ written notice before suspending the unpaid hosting service. We discuss disputed invoices and reasonable payment arrangements. Restoration work beyond re-enabling normal service is quoted before it is charged. Expired domains and third-party accounts may have their own reinstatement costs.
Hosting only and maintenance only
Hosting-only rates for new arrangements are A$290 / A$360 / A$410 / A$460 per year including GST, for 2.5 / 5 / 10 / 20GB storage and 10 / 20 / 30 / 30GB monthly web traffic respectively. Australian hosting, SSL, server-level antivirus and firewall protection and off-site backups retained for 14 days are included. Website updates, domains and email accounts are separate. Existing customers retain agreed pricing and inclusions unless a change is agreed.
Maintenance-only for a standard WordPress website hosted elsewhere is A$165 every three months, four visits per year (A$660/year), or A$195 every six months, two visits per year (A$390/year), including GST. Each scheduled visit includes supported software updates and a full backup before changes. Theme updates are included where supported and agreed. If our update causes a critical error during the visit, restore and implement necessary fixes. Additional repairs, security investigations, paid security services and third-party charges are quoted separately. External-host access may need your assistance. Older or complex sites need an individual assessment and custom quote.
