Terms & Conditions

General Policy

Package Adjustment:
Clients can change, upgrade, or downgrade their packages according to their evolving needs, following our migration policies.

Additional Work Requests:
If Clients require extra features or customization outside the standard package scope, they must pay an additional fee. Pricing and feature lists will be provided on our website.

Timeline Management:
Timelines are adjusted dynamically based on the initial development, migration phase, upgrade/downgrade, or any extra work requested.

No Refund for Partial Use:
Refunds are not applicable for services already delivered or used, unless specified under the downgrade policy.

Communication & Responsibility:
Clients must actively communicate their decisions (upgrade, downgrade, extra work) via email to ensure proper documentation and project management.

Service Duration & Monthly Calculation:

Each package is valid for a duration of six months. The service period will begin from the date the order is confirmed, not from the first day of any calendar month. For consistency, each month will be calculated as 30 days, regardless of the actual calendar month length. The six-month period therefore covers a total of 180 consecutive days from the order confirmation date.

Order Policy

1. Order Placement:

All orders must be placed directly through our website or authorized marketplace accounts (such as Upwork). Clients are responsible for providing accurate project details, selecting the appropriate package, and submitting all required information during checkout. If unsure about the best package or service fit, clients are encouraged to take advantage of our free consultation service for requirement analysis and personalized guidance before placing an order.

2. Ordering Methods:

Prepaid Orders (Website Direct Order):
Clients can place an order directly through our website by selecting their desired package and paying upfront using Stripe (Upcomming) or PayPal (Upcomming) or Payoneer.
These are prepaid orders, and services commence after full payment is received and confirmed.
Postpaid Orders (Upwork/Marketplace Orders):
Clients can also hire us through Upwork or other marketplace.
In this case, the payment process will follow Upwork’s milestone, hourly, or fixed-price contract rules, and payments are made after work progress/milestones as per Upwork’s policy.

3. Separate Domain Requirement:

Each package must be ordered with a separate domain name, if client make order through website.
Domain names will be used to uniquely identify and manage each package, especially when a client purchases multiple packages.

4. Order Confirmation:

Upon successful order placement and payment, clients will receive an Order Confirmation Email containing details of the selected package(s), domain name (if applicable), project timeline, and the next steps.
For orders placed through third-party marketplaces (e.g., Upwork), confirmation and communication will be governed in accordance with the respective platform’s policies and messaging system.

5. Flexible Upgrades/Downgrades:

Clients can upgrade or downgrade their package at any time according to the migration policy outlined below.

6. Custom Development Needs:

If Clients require any additional features beyond their selected package, custom development services are available at additional charges, which will be listed on our site.

Wrong package selection and changing Policy:

If a client selects an unsuitable package, they are allowed to shift or migrate to a more appropriate package without any additional charge. However, the following conditions apply:

- Within the First 7 Days:
  Clients can request a package change within 7 days of order placement. In this case, the initial service days will not be counted, and the new package timeline will restart from Day 0. The client will only be billed according to the price of the newly selected package.
- After 7 Days:
  Any package change requested after 7 days will fall under our Standard Migration Policy, and the days already served under the previous package will be counted. Migration at this stage may involve service adjustments or billing considerations based on the progress made.

Package Migration Policy

1. Upgrading Packages:

CMS to Laravel/Python Migration:
The first three packages are built on CMS platforms, the fourth package is based on Laravel, and the fifth package is built with Python.
Upgrade Options:
- Early Upgrade (Within 1 Month):
  If the client decides to upgrade within the first month, they can upgrade as a new package with standard migration procedures. Remember this is a option.
- Later Upgrade (After 1 Month):
  If the upgrade decision is made after the first month:
  - The time already spent on the previous package will be deducted (based on usable works for new package) from the total timeline of the new upgraded package based on the new package’s working scale.
  - If the migration occurs in a broken month, the client must pay the remaining amount for that broken month according to the new package rate.

2. Downgrading Packages:

Clients may downgrade at any time.
No refund will be provided for the current running month or for work already completed.
Refunds are only possible if:
- The downgrade request is made by email at the start of the month,
- The client has already paid the bill for that month, and
- The downgrade request is within a 6-day grace period from the payment date.
After downgrade, services will continue according to the new package’s timeline and pricing.

2. Downgrading Packages:

We maintain customized timelines for each client migration (upgrade/downgrade) situation,
depending on the specific project needs and previous work progress.

Discount policy

6-Month Full Package Discount

This package is eligible for a 20% discount if the client commits to a full 6-month package at the time of ordering.
For marketplace orders (e.g., Upwork), the client must create a 6-month milestone or contract upfront to qualify for the 20% discount.

Short-Term Orders (Less Than 6 Months)

If a client orders for any period less than 6 months, the full, regular package price will apply—both for website and marketplace orders.
However, clients may still use any available coupon codes at checkout (if applicable on website orders).

Multi-Package Order Discount

If a client orders more than one package in the same order through our official website, they will receive an additional 5% discount on the total combined price (after applying the 6-month discount, if eligible).
This multi-package discount does not apply to orders placed through marketplaces like Upwork.

Important Note

The 6-month discount and multi-package discount are based on upfront commitment.
Cancellation or early termination of the service may result in adjustment, reversal, or removal of the applied discounts.

Client's Responsibility

Providing Requirements

The Client must clearly provide all necessary requirements at the beginning of the each particular milestone/timeline. This includes any preferences, sample references, required documents, or specific design inspirations

Content Delivery

If the project requires content (such as text, images, videos, or brand materials), the Client is responsible for delivering the necessary content in a timely manner. If the Client has specific content choices or styles, they must be communicated beforehand.

Timely Feedback & Communication

The Client must provide prompt feedback during different project stages. Regular and timely communication is essential to avoid delays in the project’s timeline.

Payment Terms

1. Prepaid vs Postpaid Policy

At Domitiv, we offer two flexible ordering models to support client needs:

Prepaid Orders (Direct Orders via Website):
Clients choosing to place orders directly through our website are required to make full upfront payment. Work commences only after successful payment confirmation. This model is best for faster onboarding and immediate service delivery.
Postpaid Orders (Upwork or Marketplace Projects):
Clients placing orders via platforms like Upwork may follow a milestone or post-completion payment model, as per the terms agreed upon on the platform. Work will proceed in line with the agreed scope and milestones.

2. Payment Methods Accepted

We support the following secure payment options:

Direct Website Orders (Prepaid):
- Major debit and credit cards supported by Stripe (such as Visa, Mastercard, American Express, Discover, etc.).
- Major debit and credit cards supported by Paypal (such as Visa, Mastercard, American Express, Discover, etc.).
- Payoneer (Manual invoice-based payment; clients can request a Payoneer payment link)
Upwork Orders (Postpaid):
- Payment methods supported by Upwork as per their terms and policies.

Note: Payment method availability may vary by country. We ensure all transactions are securely processed.

3. Refund & Cancellation Policy

Prepaid Orders:
- A full refund is applicable within 72 hours of order placement, provided that no work has been started or work started initially.
- If the monthly milestone or timeline has already begun (after 72 hours), partial refunds (up to 50%) may be considered based on the actual work completed within that month’s scope.
- No refunds will be issued once 50% or more of the monthly work has been completed or delivered.
Postpaid Orders (Upwork):
- Refunds and disputes will be managed as per the Upwork dispute resolution process.
- Clients may request project review or revisions before milestone approval.
Service Cancellation by Client:
- If a client wishes to cancel a running project, a written notice must be submitted. Charges will deduct/apply for work already done(based on prepaid/postpaid order).
Service Cancellation by Company:
- In rare cases (e.g., abusive behavior, breach of T&C), we reserve the right to cancel any service and refund applicable remaining amount (if prepaid).

4. Late Payment Consequences (Postpaid/Upwork Work)

Grace Period: We offer a 3-day grace period after final delivery for invoice settlement.
After 3 Days: A 5% late payment fee will be added to the outstanding invoice.
After 7 Days: Project files, reports, or results may be withheld until dues are cleared.
After 15 Days: The case may be escalated and reported to the Upwork platform or respective authority.

Timely payment ensures smooth delivery, continued support, and uninterrupted project flow.

Service Scope & Deliverables

1. Services Included (As per Package)

Each package offered by Domitiv LLC (domitiv.com) — Basic, E-commerce, Hybrid, or Custom—is carefully crafted with a clearly defined scope. The services mentioned under the chosen package will be delivered in full as per the service list and description shared on the website or agreed upon in written communication.
- Clients will receive only the services explicitly listed in their selected package.
- Detailed breakdowns, including the number of revisions, quantities (e.g., product listings, ads, videos), and support types, are clearly mentioned under each service to ensure transparency.

2. Extra Services & Paid Add-Ons

Any work not specifically included in the chosen package is considered an extra service and may incur additional charges. Examples include:

Extra quantities beyond package limits (e.g., additional products, videos, backlinks)
Services not listed in the purchased package (e.g., SEO in a non-SEO package, business consulting, rebranding)
Urgent delivery requests or priority queues

📌 All extra service requests must be confirmed via written communication, with estimated pricing and timelines approved by both parties before execution.

3. Delivery Timeline & Revisions

We strive to maintain high service standards by adhering to pre-defined timelines and revision policies:

Standard Timeline:
Delivery duration varies by package and will be shared at the start of the project. Typical package durations range from 7 days to 6 months depending on complexity and service volume.
Project Kick-off:
Timelines commence after payment confirmation (for prepaid orders) or milestone approval (for postpaid projects) and after receiving all necessary materials/information from the client.
Revisions:
- Each package includes a limited number of free revisions—usually 2 to 3 per service type (e.g., design, copy, listings).
- Minor changes (text edits, color adjustments, etc.) are covered within the included revisions.
- Major scope changes or structural redesigns may require additional charges.
Delayed Response Impact:
If the client delays providing necessary information, approvals, or content, delivery timelines may be extended accordingly.

Timeline & Delivery Policy

1. Project Timeline Based on Package

Each service package comes with an estimated timeline for completion, depending on the service volume and complexity.
- Basic Packages: 7–15 working days
- E-commerce Packages: 30–90 days
- Hybrid/Custom Packages: 45–180 days (based on scope)
Clients will be informed of the expected timeline at the beginning of the project. A detailed milestone breakdown may also be shared upon request or for larger projects.

2. Delay Handling Due to Client-Side Reasons

We value timely delivery. However, project timelines are dependent on prompt communication and required inputs from the client.

If there is a delay from the client’s end—such as pending content, feedback, approvals, or login credentials—the delivery timeline will be adjusted accordingly.
If client-side delays extend beyond 10 working days without prior notice, the project may be paused, and a reactivation fee may be applicable.
In prepaid cases, prolonged inactivity from the client for over 30 days may result in partial forfeiture of service hours or require a new schedule.

3. Revisions Handling (Number, Scope, and Timeline)

All packages include a limited number of free revisions as part of the service scope. The revision policy is designed to maintain service quality and avoid unnecessary delays.

Included Revisions:
- Basic services: Up to 2 revisions
- Design & creative content: Up to 3 revisions
- Complex builds (e.g., websites): Up to 3 major and 2 minor revisions
Scope of Revisions:
- Revisions are limited to adjustments within the original brief.
- Requests outside the agreed scope (e.g., major design overhauls, adding new sections, changing content direction) are considered extra tasks and may incur additional charges.
Timeline for Revisions:
- Minor revisions: 1–3 working days
- Major revisions: 3–7 working days
- Delayed client feedback will directly affect the revision schedule.

📌 All revisions must be requested within 7 days of delivery. Delays in requesting revisions may result in closure of the service cycle.

Confidentiality & Data Access Policy

1. Confidential Data Handling

We treat all client information, assets, and business data with the highest level of confidentiality and integrity.

- All data, including but not limited to business strategies, customer lists, login credentials, financial information, and project materials, will be handled securely.
- Files and credentials are stored with restricted internal access and are used solely for the execution of the agreed services.
- All files are removed or archived securely after the project period ends, unless otherwise agreed.

2. NDA (Non-Disclosure Agreement) – If Required

Clients may request a signed Non-Disclosure Agreement (NDA) for added protection of their intellectual property and confidential information.

We are open to signing client-provided NDAs, or we can issue our standard NDA upon request.
NDA terms can include protection of ideas, digital assets, unpublished content, business data, and any shared sensitive materials.
Breach of NDA will be considered a serious legal offense and handled through appropriate legal channels.

3. Responsibility During Confidential Access

At times, our team may need temporary or full access to your sensitive platforms for operational purposes (e.g., admin panel, hosting, payment gateways, social media, etc.).

In such cases, we take full responsibility for the integrity and safety of your data during the service period.
Any critical access will be documented and granted for limited use. We advise using temporary credentials or limited-access accounts where possible.
A Confidential Access Undertaking is maintained to ensure no misuse, unauthorized access, or data leakage occurs.
Upon project completion or service cancellation, we request clients to revoke all shared accesses or change credentials for enhanced security.

📌 We do not store sensitive credentials beyond the support period unless specified in a retainer or long-term contract.

Support & Maintenance Policy

1. 24/7 Expert Support Coverage

We offer round-the-clock expert support to ensure uninterrupted service and issue resolution.

- Clients with active packages enjoy 24/7 priority support via email, chat, or dedicated communication channels.
- Our support team is trained to handle technical, strategic, and functional queries related to all included services.
- Emergency support (e.g., website down, server issue, security breach) is addressed immediately with priority resolution.

2. Duration of Post-Package Support

Support services continue for a limited time after the package ends, depending on the terms agreed upon.

For most standard packages, 15 days of post-project support is included by default.
Some premium or long-term contracts may include up to 30 days of post-package support for minor updates and consultation.
After this period, clients may opt for monthly or hourly support retainers to continue receiving assistance.

3. Scope of Support After Discontinuation

We believe in long-term client relationships — even after a package ends or support discontinues.

We provide limited informational and document support (such as shared guidelines, basic access help, or info regarding past tasks) even after formal support ends.
Clients who discontinue monthly support will still receive documentation and knowledge base access, and minimal help in emergencies — if feasible.
However, no active hands-on service or troubleshooting will be provided unless support is reactivated through a new order or retainer.

📌 Clients are encouraged to back up all access and deliverables at the end of the service period. Long-term maintenance or on-call support requires a separate service agreement.

Reporting Policy

We provide Daily Work Reports through your preferred communication channel (email, project management tool, or dashboard).
Weekly Progress Reports are shared every Friday, summarizing tasks done, current status, and next week’s goals.
Monthly Summary Reports offer a complete breakdown of deliverables, analytics (if applicable), challenges, and upcoming strategies.

Meeting Policy

Weekly Meetings are scheduled to review ongoing progress, challenges, and adjust goals if necessary.
Monthly Meetings provide a broader strategic review, feedback session, and planning for future tasks.
Meetings will be conducted via Zoom, Google Meet, or any platform agreed upon.
Meeting invitations and agendas will be shared at least 24 hours prior to each meeting.

⚡ Important:
If a client misses a scheduled meeting without prior notice (at least 12 hours), rescheduling may depend on team availability.

Communication & Collaboration Policy

1. Official Channels for Communication

To maintain clear and professional interactions, we use the following official communication channels:

Email (preferred for official notices, deliverables, and formal updates)
WhatsApp / Messenger (for quick coordination or urgent updates)
Google Meet / Zoom (for scheduled calls or project discussions)
Upwork Messaging (for Upwork-based clients only)

📌 Any communication outside these platforms (such as personal calls or social platforms) is discouraged for official matters.

2. Response Time Expectations

We value prompt and professional communication, and here’s what you can expect:

General queries: Response within 1–12 hours on business days
Urgent queries or technical issues: Addressed within 0–2 hours if marked critical
Non-business hours or weekends: Responses may be delayed, but urgent matters will be prioritized based on the support level

📌 Clients are requested to communicate feedback or issues clearly and in writing to avoid miscommunication.

3. Escalation Procedure

If any issue is unresolved or requires managerial attention:

Step 1: Communicate with your assigned support or project manager.
Step 2: If unresolved within 24 hours, escalate via email to: support@nexaaverse.com
Step 3: Final escalation (for Upwork clients) may be routed through the Upwork resolution center or formal dispute mechanisms.

📌 We aim to resolve all escalated issues within 2–3 business days at most.

Domain, Hosting & Email Policy

1. Consultancy or Managed Services

We provide flexible options for domain, hosting, and email setup:
- Consultancy Service (Default): We recommend trusted providers and guide you through the purchase and setup process.
- Managed on Client’s Behalf (Optional): Upon client request, we can purchase and manage the domain, hosting, or email services using client-provided payment methods or reimbursements.
📌 All purchases made on behalf of the client will be documented and fully transparent.

2. Ownership of Domains/Emails

All domain names, hosting accounts, and email services are 100% client-owned.
Even when managed by us, we ensure all services are registered under the client’s credentials or business name.
In case we temporarily use our credentials for setup, ownership is transferred immediately upon request or project completion.

📌 We do not retain ownership or control unless explicitly agreed upon under a special service contract.

3. Login/Data Access Return

All access credentials (domain panel, hosting cPanel, email admin, etc.) will be securely handed over upon project completion.
For prepaid clients, full access will be shared after final delivery.
For Upwork or postpaid clients, access is handed over upon full payment clearance.

📌 We recommend that clients change passwords immediately after transfer for security.

Changes & Modifications

1. Included Changes

Minor tweaks and adjustments directly related to the original project scope are included.
This may include layout alignment, content updates, image or text replacements, and bug fixes during the active delivery timeline.
The number of free revisions is specified within each package. Typically, At least 4 revision for website and 2 revision for others are allowed depending on the package tier.

📌 All included changes must be requested within the agreed timeline of delivery.

2. Scope Increase or New Feature Requests

Any request that introduces new functionality, redesign, added services, or third-party integrations is considered outside the initial scope.
These requests will be:
- Evaluated individually
- Quoted separately
- Scheduled upon mutual agreement

📌 Clients will be notified in advance if a request falls outside the package scope before any charges apply.

Legal & Liability

1. Limitation of Liability

Our liability is limited to the total amount paid by the client for the specific package/service in relation to the issue that caused the damage.
We are not liable for indirect, incidental, special, or consequential damages, including, but not limited to, loss of revenue, business interruption, or loss of data resulting from any error, issue, or delay in service.
We are committed to delivering high-quality service, but we cannot guarantee absolute accuracy or prevent all external issues (e.g., third-party service failures, unforeseen events, or client-side delays).

📌 The liability is restricted only to the services directly rendered by our team, excluding any third-party involvement.

2. Indemnification Clause

Clients agree to indemnify, defend, and hold us harmless from any claim, loss, liability, damages, or expenses arising from:
- Use of our services in a manner not authorized.
- Infringement of third-party intellectual property rights.
- Any violation of local laws, regulations, or compliance standards by the client during the course of the engagement.
This indemnification applies to any legal fees, penalties, or settlements that arise due to the client’s breach of terms or improper use of the services rendered.

📌 Clients must immediately notify us of any legal claims related to this indemnity.

3. Jurisdiction in Case of Dispute

In the event of a dispute, both parties agree to resolve the matter through arbitration or mediation before considering legal action.
Any legal disputes not resolved through negotiation will be handled in the jurisdiction where our primary business is based. For example, if our office is in Bangladesh, the jurisdiction would fall under Bangladeshi laws.
By using our services, you consent to the jurisdiction of the local courts for the resolution of disputes.

📌 Arbitration and mediation will be the first recourse before any formal legal actions.

Acceptance & Agreement

1. Statement of Agreement to Terms & Conditions

- By placing an order with us, the client explicitly agrees to be bound by these Terms and Conditions outlined in this document.
- Placing an order or making any payment for services constitutes the client’s acceptance of these terms, irrespective of any future modifications or updates to the terms. It is the client’s responsibility to review these Terms and Conditions regularly.
- No further action is required from the client other than completing the order for the agreement to be binding.
📌 Once the order is placed, these Terms and Conditions are considered automatically accepted.

2. Digital Acceptance Method

The client’s acceptance of these Terms and Conditions is recorded digitally through a click-to-agree checkbox or similar mechanism on the order form or checkout page.
The checkbox will require the client to confirm that they have read, understood, and agree to these Terms before proceeding with the order and making any payments.
- Example: “I have read and agree to the [Terms & Conditions].”
This digital acceptance is legally binding, confirming that the client is fully aware of and agrees to the outlined conditions before engaging with our services.

📌 By clicking the checkbox and proceeding with the order, the client acknowledges their commitment to these terms.

Payment Terms

Contract Duration & Payment Commitment:

- The client must sign a minimum 6-month contract for the selected package.
- The total monthly fee for the Basic Digital Marketing Package is 30,000 BDT. And the total payment for this package is 1,80,000BDT which will pay within six months.

Domain & Hosting Charges:

- While the WordPress website is developed for free, the client must pay separately for the domain and hosting.

Payment Structure:

- Payment is due at the beginning of each month.
- The client must make the first-month payment in advance before starting the service.
- Subsequent payments are due on the 1st of each month.

Late Payment Policy:

- A grace period of 5 days is allowed for late payments.
- After the grace period, a 5% late fee will be applied to the monthly package cost.
- If payment is delayed beyond 15 days, Nexaaverse reserves the right to pause services until full payment is received.

Refund Policy:

- Payments are non-refundable once the services for the month have started.
- If the client cancels the contract before the 6-month period, they must pay for the ongoing month in full.
- If nexaaverse is unable to deliver the agreed services, a partial refund may be considered.