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Flexbox Digital

  • Terms and Conditions for Pre-Purchased Hours

Services Terms and Conditions

These Terms and Conditions apply to the use of pre-purchased service hours with Flexbox Digital Pty Ltd. By purchasing hours in advance, you acknowledge and agree to the following:

1. Scope of Usage

Pre-purchased hours may be used for any agreed-upon services including consulting, UX/UI, website design, development, integration, configuration, training, and ongoing support. These hours can be spread across multiple projects and teams under the same client account.

Pre-Purchased Hours plans are designed to support tasks estimated to take less than 40 hours. If the scope of work increases beyond this threshold, Flexbox Digital will prepare a custom quote based on the specific requirements and the effort needed to deliver a tailored solution.

2. Time Tracking

We only log time spent on actual task execution. Time spent on general communication, basic updates, or project coordination is not logged, unless it involves technical investigation or deliverables. Time is tracked in 15-minute increments, with a 30-minute minimum per task.

3. Task Estimates and Approval

For tasks expected to exceed 4 hours, Flexbox Digital will provide a rough time estimate upfront. Such tasks will only begin upon client approval, which can be verbal or written.

4. Meetings

The first 60 minutes of any meeting (e.g., discovery, planning, or review) are provided at no cost. Time beyond 60 minutes will be tracked and billed from that point forward in 15-minute increments.

5. Task Scheduling and Prioritisation

Tasks are scheduled based on our team’s availability. While we always strive to prioritise clients with pre-purchased hours, immediate turnaround or guaranteed deadlines are not assured unless otherwise agreed in writing.

6. No Expiry

Pre-purchased hours do not expire and will remain available until used in full. If a client remains inactive (i.e., no task requests or communication) for 12 months or more, a brief re-onboarding may be required.

7. Urgent Requests

Urgent or same-day tasks are subject to team availability.

8. Scope Changes

If the scope of a task changes after it has started, we will notify you immediately. Additional hours may be required, and work will continue only upon approval.

9. Progress Reporting

Clients can request a summary report of hours used, tasks completed, and remaining balance at any time. Reports are also provided periodically for transparency.

10. Minimum Billing Unit

All work is billed in 15-minute increments, with a minimum of 30 minutes per task or activity logged. For meeting-related details, please refer to Item 4.

11. Non-Refundable and Non-Transferable

Pre-purchased hours are non-refundable. Hours cannot be transferred to another entity or client without prior written approval.

12. Warranty and Support

Flexbox Digital provides a warranty for all deliverables and implementations carried out using pre-purchased hours. If an issue arises due to our implementation, we will fix it at no additional cost. If an issue arises due to a third-party service upgrade, API changes, or service disconnection, the time required for investigation and fixes will be logged against your pre-purchased hours. We are committed to maintaining system integrity and will always notify you in advance before addressing such issues.

13. Service Suspension

If the allocated pre-purchased hours are fully used and no top-up is arranged, services may be paused until additional hours are purchased.

14. Confidentiality

Flexbox Digital agrees to maintain the confidentiality of all client data and proprietary information. Likewise, clients agree to maintain the confidentiality of any proprietary methodologies or documentation provided by Flexbox Digital.

15. Limitation of Liability

Flexbox Digital shall not be liable for any indirect, incidental, consequential, or punitive damages arising out of or related to the services, even if advised of the possibility of such damages. Liability for any claim shall not exceed the total value of the unused pre-purchased hours at the time of the claim.

16. Intellectual Property

All deliverables created during pre-purchased hours remain the property of the client once payment for the associated hours has been received in full. Flexbox Digital retains the right to reuse general code libraries or templates not specific to the client.

17. Service Dependencies

Flexbox Digital is not liable for delays or service disruptions caused by third-party systems, APIs, or infrastructure beyond our control. While we may assist in resolving such issues, associated work will be logged under your pre-purchased hours.

18. Termination

Either party may terminate the agreement at any time with 7 days’ notice. Unused pre-purchased hours remain valid, but no refunds will be issued. Upon termination, all client-owned data and deliverables will be returned upon request.

19. Hybrid development

All development, implementation, and support services under the Pre-Purchased Hours plan will follow a hybrid delivery model, combining our local/onshore team. This approach balances cost, quality, skill, and control.

Flexbox Digital ensures that all offshore team members operate under strict confidentiality agreements and adhere to professional standards and quality control processes, maintaining the same level of reliability and accountability as our onshore team.