Working Together

 

Online Optimisation provides websites, web software, SEO, Google Ads, hosting, support and related digital services.

This page explains how we work with clients, what clients can expect from us, and what we need from clients to deliver work properly. It is designed to keep projects clear, efficient and professional.

By approving work, paying an invoice, continuing to use our services, or otherwise asking us to provide services, you agree to these terms unless we have agreed different terms in writing.

If a separate proposal, invoice, statement of work, service agreement or written arrangement applies, that document will apply together with these terms. If there is any inconsistency, the more specific written arrangement will apply to the extent of the inconsistency.

Our services are provided for business and commercial purposes unless we agree otherwise in writing.

 

Working with Online Optimisation

Online Optimisation works collaboratively with clients throughout each project. Our best results happen when both sides communicate clearly, provide feedback promptly, and work together toward the agreed outcome.

To help projects run smoothly, clients are expected to review work provided during the project, supply feedback and approvals in a timely manner, check content and business information, test key functionality before launch, and notify us of any issues identified after launch within a reasonable timeframe.

While we take care to deliver high-quality work, websites, software and digital platforms may occasionally require minor fixes, adjustments or refinement after deployment. Project timelines may be extended where feedback, approvals, content, access details or required information are delayed.

Any work requested outside the agreed scope may be quoted separately or billed additionally.

Client Responsibilities

To deliver work effectively, we rely on clients to provide accurate information, clear instructions, timely feedback and reasonable access to the tools, accounts and platforms required for the project or service.

Clients are responsible for reviewing and approving content, designs, functionality, business information, pricing, contact details, legal information, product information and any other materials supplied to or published by Online Optimisation.

Clients are also responsible for ensuring they have the right to use any text, images, logos, videos, documents, trademarks or other materials supplied to us.

Where delays occur because we are waiting on feedback, approvals, content, access details or third-party responses, project timelines may be extended.

Approvals & Feedback

We aim to make the review and approval process simple, but client input is essential because every business knows its own services, customers and requirements best. 

Client feedback and approvals are an important part of our project process.

During a project, Online Optimisation may provide work for review, including designs, website pages, content, functionality, staging links, reports, campaign setup, or other deliverables. Clients are responsible for reviewing these items carefully and providing clear feedback within a reasonable timeframe.

Where a client approves work, either in writing, verbally, by email, through a project management system, by payment, or by allowing work to proceed, we will rely on that approval to continue the project or publish the work.

Clients are responsible for checking that approved work is suitable for their business, including content, spelling, grammar, pricing, product information, contact details, links, forms, images, legal wording, and business-specific information.

If feedback or approval is delayed, project timelines may be extended. If feedback is unclear, incomplete, contradictory, or provided in multiple stages, additional time or cost may be required.

After launch or delivery, clients should notify us of any issues as soon as reasonably possible so they can be reviewed and addressed appropriately.

Scope Changes

We will deliver the services, tasks or project items that have been agreed in writing, including by proposal, invoice, email, onboarding form, project brief or other written confirmation.

Any request outside the agreed scope may be treated as additional work. This may include extra pages, new features, design changes, content changes, integrations, troubleshooting, meetings, training, reporting, revisions, or support that was not included in the original agreement.

Where additional work is requested, Online Optimisation may provide a separate quote, estimate or invoice, or may bill the work at our applicable hourly or service rate.

We will let clients know where practical if a request appears to be outside the agreed scope before proceeding. However, where urgent work is requested or where work is clearly additional to the agreed services, the client agrees that additional charges may apply.

Project timelines may also be extended where the scope changes, additional work is requested, or previous approvals need to be revisited.

Payment Terms

Unless otherwise agreed in writing, payment is required before work begins.

Invoices must be paid by the due date shown on the invoice. Work may be scheduled, commenced or continued once payment has been received and cleared.

For ongoing services, including website support, hosting, SEO, Google Ads management, maintenance or retainers, invoices are generally issued in advance unless otherwise agreed.

If an invoice remains unpaid, Online Optimisation may pause, suspend or delay work, support, hosting, campaign management, access to services, or delivery of project items until payment is received.

Where a client disputes part of an invoice, the undisputed amount must still be paid by the due date. The disputed amount can then be reviewed separately.

Payments already made may not be refundable where work has commenced, time has been allocated, resources have been booked, third-party costs have been incurred, or services have already been supplied.

Any additional work outside the agreed scope may be quoted separately, invoiced separately, or billed at our applicable rate.

Websites & Software Disclaimer

Online Optimisation takes reasonable care to deliver websites, software, integrations and digital services to a professional standard. However, websites, software and digital platforms are technical products that may occasionally require fixes, updates, testing, maintenance or refinement.

We do not guarantee that any website, software, integration, plugin, third-party platform, hosting environment, tracking setup, form, automation or digital system will be completely error-free, uninterrupted or compatible with every browser, device, operating system, update or third-party service at all times.

Clients are responsible for reviewing and testing websites, software, forms, links, content, functionality and business-critical workflows before launch and after changes are made.

Online Optimisation may rely on third-party platforms, tools, plugins, APIs, hosting providers, payment gateways, analytics tools, advertising platforms, email platforms or other external services. We are not responsible for faults, outages, changes, restrictions, policy updates, pricing changes or performance issues caused by third-party providers.

Where an issue is identified, we will assess it and, where appropriate, assist with fixing, adjusting or recommending a solution. Some issues may be included within the agreed scope or support arrangement, while others may be quoted or billed separately.

SEO & Google Ads Disclaimer

Online Optimisation takes reasonable care when providing SEO, Google Ads, analytics, tracking, reporting and digital marketing services. However, digital marketing outcomes are affected by many factors outside our control.

We do not guarantee specific rankings, traffic levels, leads, sales, revenue, return on ad spend, conversion rates, enquiry volumes or other commercial outcomes.

SEO and advertising performance may be affected by factors including search engine algorithm changes, competitor activity, market demand, website changes, client budgets, client offers, landing page quality, third-party platform changes, tracking limitations, account history, user behaviour, seasonality, and broader economic conditions.

Google, search engines, advertising platforms, analytics tools and other third-party providers may change their systems, policies, pricing, approval processes, reporting methods or available features at any time. Online Optimisation is not responsible for issues caused by those third-party changes.

Where we provide reporting, recommendations or performance commentary, this is based on the information reasonably available to us at the time. Tracking and reporting data may not always be complete, perfectly accurate or consistent across platforms.

Clients remain responsible for their own business decisions, budgets, offers, pricing, sales process, customer service, and the commercial suitability of any campaign, website, landing page or marketing activity.

Liability Limitation

Online Optimisation takes reasonable care when providing services. However, to the maximum extent permitted by law, our total liability for any claim relating to our services is limited to the amount paid by the client for the relevant service giving rise to the claim in the 12 months before the claim arose.

We are not liable for indirect, incidental, special or consequential loss, including loss of profit, loss of revenue, loss of business opportunity, loss of data, loss of goodwill, reputational damage, or losses caused by business interruption.

We are not responsible for losses caused by third-party platforms, hosting providers, software providers, plugins, themes, APIs, payment gateways, advertising platforms, search engines, email platforms, analytics tools, internet service providers, or other external services outside our control.

Nothing in these terms is intended to exclude, restrict or modify any rights that cannot legally be excluded, restricted or modified under Australian Consumer Law or other applicable laws.

Where liability cannot legally be excluded, our liability is limited, to the extent permitted by law, to supplying the services again or paying the cost of having the services supplied again.

Suspension & Termination

Online Optimisation aims to maintain professional, respectful and productive working relationships with clients.

Good communication and mutual respect are essential to the way we work. 

We may pause, suspend or terminate services where:

• invoices remain unpaid,
• required information, content, access or approvals are not provided,
• the agreed scope or project requirements materially change,
• a client repeatedly fails to respond or cooperate,
• a client acts abusively, unreasonably or unlawfully,
• continuing the relationship is no longer commercially, technically or professionally workable,
• or there is a breakdown in the working relationship.

Where practical, we will provide reasonable notice before suspending or terminating services. However, we may act immediately where required to protect our business, team, systems, accounts, legal position, other clients, or third-party platforms.

If services are suspended or terminated, the client remains responsible for paying all amounts owing for work completed, time allocated, services supplied, third-party costs incurred, and any approved or requested work performed up to the date of suspension or termination.

Termination of services does not automatically entitle the client to a refund for work already completed, services already supplied, time already allocated, or third-party costs already incurred.

Where appropriate, Online Optimisation may assist with a reasonable transition or handover, which may be quoted or billed separately unless otherwise agreed in writing.

Ownership & Intellectual Property

Unless otherwise agreed in writing, ownership of final project deliverables prepared specifically for the client transfers to the client once all related invoices have been paid in full.

This may include completed website designs, written content, graphics, page layouts, custom code, configuration work, or other final materials created specifically for the client as part of the agreed scope.

Online Optimisation retains ownership of its pre-existing materials, tools, templates, frameworks, processes, know-how, internal systems, reusable code, plugins, libraries, documentation, methods, and other intellectual property developed independently of the client project.

Clients do not receive ownership of third-party software, plugins, themes, stock images, fonts, APIs, platforms, licences, subscriptions, advertising accounts, analytics platforms, hosting environments, or other third-party assets unless ownership is separately provided by the relevant third party.

Clients are responsible for ensuring they have appropriate rights, licences and permissions for any content, images, logos, videos, documents, fonts, trademarks, data or materials supplied to Online Optimisation.

Online Optimisation may retain copies of project files, records, communications, reports, backups, credentials, and deliverables for business, legal, insurance, support, quality assurance or record-keeping purposes.

Unless otherwise agreed in writing, Online Optimisation may refer to completed work in its portfolio, marketing materials, proposals, case studies or website, provided this does not disclose confidential information.

Support & Maintenance

Support, maintenance, hosting, updates and ongoing management services are provided only where they are included in the agreed scope, invoice, retainer, care plan or service arrangement.

Unless otherwise agreed in writing, support and maintenance do not include unlimited changes, new features, redesigns, new pages, new integrations, content rewrites, SEO work, Google Ads management, emergency support, malware cleanup, hacked website recovery, third-party platform troubleshooting, or work caused by issues outside Online Optimisation’s control.

Websites and digital systems may require ongoing updates, monitoring, testing, backups, security work and compatibility checks. Clients are responsible for maintaining their website, software, hosting, domain names, licences, subscriptions and third-party accounts unless Online Optimisation has agreed in writing to manage these items.

Where Online Optimisation provides maintenance, we will take reasonable care when applying updates, changes or support work. However, updates to websites, plugins, themes, software, hosting environments, APIs or third-party platforms may occasionally cause compatibility issues, errors or unexpected changes.

If an issue arises from maintenance work, third-party updates, client changes, expired licences, hosting limitations, malware, external access, unsupported software, or third-party systems, we will assess the issue and advise on the appropriate next steps. Additional charges may apply where the work is outside the agreed support or maintenance arrangement.

Support response times may vary depending on the nature of the request, urgency, workload, client plan, third-party response times and whether the issue occurs during business hours.

Privacy & Confidentiality

Online Optimisation may receive or access confidential, private or commercially sensitive information while providing services. This may include business information, website access details, customer data, analytics, advertising data, login details, commercial plans, documents, systems, communications or other information provided by the client.

We will take reasonable care to keep client information confidential and use it only for the purpose of providing our services, managing our business, meeting legal or insurance obligations, or as otherwise agreed.

Clients are responsible for providing accurate information and ensuring they have the right to share any personal information, customer data, documents, images, content, access credentials or other materials provided to Online Optimisation.

Clients should avoid sending passwords or sensitive access details through unsecured channels where possible. Where access to third-party accounts is required, clients should use secure sharing methods, user permissions, delegated access or password management tools where available.

Online Optimisation may use trusted staff, contractors, suppliers, software platforms or service providers to help deliver services. Where appropriate, these parties may access client information only as reasonably required to perform the relevant work.

We may retain project records, communications, access records, files, reports and other business records for legal, insurance, compliance, support, quality assurance and administrative purposes.

We will not sell client personal information or confidential business information.

For more information about how we handle personal information, please see our Privacy Policy.

 

Last updated: 6 May 2026