Master Terms & Conditions
Reg: 2025/833446/07
Email: hello@pixelmeta.co.za
Website: https://pixelmeta.co.za
SECTION A — ABOUT PIXELMETA
PixelMeta provides digital, creative, cloud, hosting, and technology services to clients in South Africa and abroad.
We are committed to:
- High-quality service
- Transparent communication
- Reliable infrastructure
- 99.9% uptime based on our upstream cloud and hosting partners
We work with carefully selected global platforms to deliver industry-standard performance and reliability.
SECTION B — UPTIME & SERVICE AVAILABILITY
1. Uptime Commitment
PixelMeta provides a 99.9% uptime guarantee, aligned with the service levels of our upstream infrastructure providers.
This includes providers who supply:
- Hosting
- Cloud compute
- DNS
- Security
- Network delivery
- Backup services
When our upstream platforms publish higher SLAs (e.g. 99.99%), PixelMeta adopts those improvements automatically.
2. Scheduled Maintenance
From time to time, essential maintenance may occur. PixelMeta will communicate planned maintenance when possible.
3. Unscheduled Issues
If any unexpected outage occurs, PixelMeta will:
- Act swiftly
- Escalate with upstream providers
- Communicate updates
- Restore service as soon as possible
PixelMeta takes responsibility for managing these issues on your behalf.
SECTION C — FAIR & REASONABLE LIABILITY TERMS
Instead of saying "we are not liable for anything", here is a balanced version:
1. What PixelMeta is responsible for
We accept responsibility for:
- Managing your hosting platform
- Supporting your services
- Deploying updates
- Securing your website or system (when under a maintenance plan)
- Ensuring your account is configured correctly
- Providing access to your services
- Escalating outages and resolving issues with our cloud providers
- Delivering agreed project scopes
2. What PixelMeta cannot be responsible for
To remain fair and compliant with SA digital commerce law, PixelMeta cannot be held liable for:
- Failures caused by global third-party infrastructure
- ISP or network problems outside our control
- Incorrect passwords or client-side security breaches
- Client changes or modifications that break systems
- Delays caused by missing client information or approvals
These limitations exist solely because PixelMeta does not control the entire global internet ecosystem.
3. Data Protection
PixelMeta protects client data using industry-standard best practices.
However:
- Backups only apply if included in your plan
- Restores depend on upstream provider availability
This is standard for all hosting companies.
SECTION D — DOMAIN SERVICES
PixelMeta follows the applicable rules of domain registries.
Our responsibility
- We register, renew, transfer and manage domains on your behalf
- We notify clients about expiries when the registrar supplies notices
- We configure DNS when requested
Client responsibility
- Ensure renewal invoices are paid before expiry
- Provide correct domain information
- Approve domain changes promptly
Balanced limitation clause
Many factors involved in domain management fall outside direct PixelMeta control (global registries, DNS propagation, etc.). PixelMeta will always assist and escalate issues, but cannot guarantee turnaround times controlled externally.
SECTION E — SUPPORT, DEVELOPMENT & CHANGES
PixelMeta commits to:
- Timely support responses
- Professional project management
- Clear project scopes
- Fair revision cycles
- Transparent communication
Clients commit to:
- Providing accurate content
- Reviewing and approving work timeously
- Paying invoices on time
- Notifying PixelMeta of any issues early
SECTION F — PAYMENT TERMS
- 70% deposit required on new projects
- Balance due on completion before launch
- Monthly services require 30 days' written cancellation
- Paystack or EFT accepted
- Late payments incur 2.5% interest, as legally standard
- PixelMeta may suspend unpaid services to protect account security
SECTION G — PRIVACY, POPIA & DATA HANDLING
PixelMeta complies with POPIA and only uses personal data for service delivery.
We act as a Data Operator (processor) for hosted information.
Clients must ensure their own POPIA compliance when collecting customer data through PixelMeta services.
SECTION H — ACCEPTABLE USE
To keep platforms secure and compliant, clients may not use services for:
- Illegal activity
- Malware
- Fraud
- Abuse
- Spam
- Hacking
- Harmful content
PixelMeta may suspend services for security or legal reasons if required.
SECTION I — AI & AUTOMATION (Pulse CRM)
AI tools improve efficiency but may require human review.
PixelMeta will always:
- Provide AI results transparently
- Recommend client review for accuracy
- Never provide medical, legal or financial advice through AI systems
PixelMeta is responsible for ensuring AI systems function correctly within reasonable expectations.
SECTION J — DISPUTE RESOLUTION
PixelMeta aims to resolve all concerns amicably through:
- Email support
- Review by a manager
- Fair dispute handling
If needed, matters fall under South African law.