PixelMeta (Pty) Ltd
Master Legal Document
Last Updated: 2025
Introduction
Welcome to PixelMeta. This unified legal document outlines all the terms, policies, rules, and commitments that govern our relationship with you when you use our digital, cloud, hosting, creative, development, or AI-powered services.
We've structured this document into friendly, understandable sections while maintaining full legal compliance with South African law, POPIA, digital service standards, and cloud industry norms.
By using our website, engaging our services, or accessing any PixelMeta systems, you agree to these terms.
Table of Contents
PART 1
MASTER SERVICE AGREEMENT
(Terms & Conditions + Support + Billing + SLA + Domains + AUP)
1. About PixelMeta
PixelMeta provides digital, cloud, hosting, design, development, branding, support, and technology services to clients in South Africa and internationally.
We are committed to:
- High-quality service delivery
- Transparent communication
- Modern, reliable infrastructure
- 99.9% uptime based on upstream cloud partners
- Secure, responsible data handling
- Fair, balanced business practices
2. Uptime & Service Availability
2.1 Uptime Commitment
PixelMeta provides a 99.9% uptime commitment, aligned with the SLAs of our global upstream cloud, DNS, hosting, and infrastructure partners.
We adopt any higher uptime guarantees (e.g., 99.99%) where partners provide them.
2.2 Scheduled Maintenance
Essential maintenance may take place, usually outside peak hours. When possible, we provide advance notice.
2.3 Unplanned Outages
If downtime occurs, PixelMeta will:
- Investigate immediately
- Escalate with upstream providers
- Keep you informed
- Restore service as quickly as possible
PixelMeta takes responsibility for managing and communicating these situations professionally.
3. Responsibility & Fair Limitations
We take responsibility for all aspects we control directly. To stay transparent and legally fair, some areas require clear boundaries.
3.1 What PixelMeta IS responsible for
We take responsibility for:
- Hosting platform configuration
- Website and system setup
- Account access configuration
- Support and issue escalation
- Updates and maintenance (with an active plan)
- Ensuring services are deployed correctly
- Escalating and managing third-party incidents
- Delivering agreed project scope
3.2 What PixelMeta CANNOT control
To remain fair, PixelMeta cannot be responsible for:
- Failures in global infrastructure outside our control
- ISP or network failures
- Client-side password breaches
- Client modifications that break systems
- Delays caused by missing approvals or content
- Third-party software failures
- Global DNS propagation delays
- Policy changes by external platforms
These limitations exist because PixelMeta does not control the entire internet ecosystem — but we always help resolve issues as quickly as possible.
4. Data Protection & Security
PixelMeta follows industry-standard security practices including:
- SSL/HTTPS
- Secure authentication
- Encrypted communication
- Secure cloud environments
- POPIA-aligned data handling
- Controlled third-party vendor access
Note:
- Backups are only included if part of your selected plan.
- Restores depend on upstream provider availability.
5. Domain Services
PixelMeta follows global domain registry rules including local (.ZA) and international extensions.
5.1 PixelMeta Responsibilities
We will:
- Register and renew domains when instructed
- Manage DNS when requested
- Notify clients when renewal notices are received
- Escalate registrar issues on your behalf
5.2 Client Responsibilities
Clients must:
- Pay domain renewal invoices on time
- Provide accurate registration details
- Approve transfers and updates promptly
5.3 Domain Limitations
PixelMeta cannot guarantee:
- Registry turnaround times
- DNS propagation speed
- Restoration of expired domains
- Domain dispute outcomes
However, we will assist wherever possible.
6. Support, Development & Changes
PixelMeta commits to:
- Timely support responses
- Professional project management
- Clear scope definitions
- Reasonable revision cycles
- Transparent communication
Clients commit to:
- Supplying accurate content
- Approving work promptly
- Paying invoices on time
- Reporting issues early
7. Payment Terms
- 70% deposit required before project work begins
- Balance due before launch or final delivery
- Monthly services require 30 days' written cancellation
- Accepted payment methods: Paystack or EFT
- Late payments incur 2.5% interest per month
- PixelMeta may suspend unpaid services
8. Acceptable Use Policy (AUP)
Clients may NOT use PixelMeta services for:
- Illegal or harmful activity
- Malware, bots, or exploits
- Spam or bulk unsolicited communication
- Phishing or fraud
- Harassment or abusive behaviour
- Hosting harmful or prohibited content
PixelMeta may suspend services to protect security or comply with law.
9. Refunds & Cancellation Policy
- Deposits are non-refundable (work starts immediately)
- Monthly services need 30-day notice
- Completed or partially completed work is billable
- Refunds are evaluated case-by-case
No refunds for:
- Domains
- Hosting time already used
- External platform or license fees
PART 2
WEBSITE TERMS OF USE
(Website visitors & platform users)
10. Terms of Use
By browsing or using the PixelMeta website or online systems, you agree to:
- Respectful, lawful use
- No attempts to bypass security
- No scraping, hacking, or data harvesting
- Not impersonating PixelMeta staff
- Not uploading malicious code
PixelMeta may restrict access if misuse is detected.
PART 3
PRIVACY, COOKIES & POPIA
11. Privacy Policy (POPIA)
PixelMeta collects and processes personal information to:
- Provide services
- Manage accounts
- Improve the website
- Support customers
- Comply with legal requirements
We do not sell personal information.
Your POPIA rights include:
- Access to your data
- Correction
- Deletion (where allowed)
- Withdrawal of consent
- Submitting a complaint
PART 4
PROJECT AGREEMENTS
(Web Development + Marketing)
13. Website Development Agreement
Covers:
- Scope of work
- Revision cycles
- Content supply expectations
- Delivery timelines
- Handover process
- Warranty period (7–14 days)
- Additional work billed separately
- Licensing responsibility for plugins/themes
14. Marketing & Ads Agreement
PixelMeta does not guarantee:
- Leads
- Sales
- Rankings
- Conversions
- Revenue
Marketing results depend on external factors.
PixelMeta follows best practices but cannot control platform algorithms or policy changes.
PART 5
DATA PROCESSING AGREEMENT (POPIA DPA)
15. Data Processing Agreement
PixelMeta acts as a Data Operator for client information.
We commit to:
- Secure processing
- Confidentiality
- Restricted access
- Use of vetted third-party vendors
- Breach notification where required
Clients remain the Data Controller and responsible for data they collect.
PART 6
CLIENT ACCEPTANCE & LEGAL FOOTER
16. Client Acceptance
By using PixelMeta services, you confirm that you:
- Have read and understood the full Master Legal Document
- Agree to all terms and policies
- Are authorised to enter into agreements
- Accept ongoing updates as published