Lifetime Guarantee

At Loom Digital, we are deeply committed to delivering top-quality digital marketing, web design, and development services. Our Lifetime Service Guarantee ensures that our work is protected for the lifetime of your website, as long as the terms outlined below are met. This guarantee is part of our dedication to building long-term, trust-based partnerships with our clients and maintaining transparency and accountability throughout.

Scope of the Guarantee

The Loom Digital Lifetime Service Guarantee applies to all work carried out by our team for the lifetime of your website, provided that you continue to engage with Loom’s ongoing services. This guarantee covers the integrity, functionality, and performance of key services provided by Loom, including but not limited to:

• Web development
• Content management system (CMS) setup and configuration
• Approved third-party integrations
• Design and layout features as agreed upon at project delivery

This guarantee applies only to the original work delivered by Loom and does not cover services or modifications implemented by third parties or the client without prior approval.

Non-Transferability

This guarantee is offered solely to the original client and cannot be transferred if ownership of the business or website changes. If the website changes hands and the new owner wishes to continue working with Loom Digital, a new Lifetime Service Guarantee can be established. This new guarantee will account for inflation, the Consumer Price Index (CPI), and any updates to the scope of work.

Maintenance of the Guarantee

To ensure the continued validity of the Lifetime Service Guarantee, the client must meet the following conditions:

• Active Engagement: The client must remain actively engaged with Loom’s services. This includes, but is not limited to, routine website maintenance, ongoing digital marketing services, or other contracted services provided by Loom Digital.
• Termination of Engagement: If the client discontinues their contract or stops using Loom’s services, the guarantee will only apply to the work performed up to the termination date. Any further website updates, repairs, or maintenance will be billed separately.
• Third-Party Modifications: Any modifications made by a third party or the client outside the scope of Loom’s services will result in forfeiture of the guarantee. If these changes cause issues, repairs will be charged at standard rates.

Approved Additions and Plugins

To maintain the guarantee, all additions or updates to the website, including third-party plugins or features, must be approved by Loom Digital. We have a curated list of supported tools and technologies to ensure compatibility and stability. Introducing unapproved plugins, integrations, or software will void the guarantee. If unapproved changes cause problems, Loom Digital will assess and bill any necessary repairs separately.

Technology and Platform Updates

Our guarantee covers the technology and platforms in use at the time we deliver your project. These include, but are not limited to:

• WordPress
• Shopify
• Magento
• Other CMS platforms as agreed upon

As technology evolves, there may be updates to platforms or underlying systems that require additional work to maintain functionality or performance. In such cases, we will notify you of the required upgrades or adjustments and provide a clear estimate of any associated costs. These updates are essential to keep your website aligned with the latest standards, but may fall outside the scope of this guarantee.

Inflation and Cost Adjustments

In cases where ownership changes, or if a new agreement is necessary due to changes in the scope of work, Loom Digital reserves the right to adjust service pricing to account for inflation, based on the CPI. These adjustments will ensure that any future services or guarantees are fairly aligned with the current market and technological advancements.

Client Responsibilities

To ensure the Lifetime Service Guarantee remains valid, clients are responsible for the following:

• Prompt Issue Reporting: Clients must report any issues related to the original work provided by Loom Digital within 30 days of noticing the problem.
• Timely Communication: We will provide a timeline for repairs, and clients are responsible for approving the proposed solutions before work begins.
• Ongoing Engagement: The guarantee is only valid if the client remains actively engaged with Loom’s services. Once engagement ceases, only the original work performed up until that point will remain under guarantee.
• Payment Obligations: All invoices related to Loom Digital’s services must be paid on time. Any overdue or unpaid invoices will void the guarantee.

Response Time and Issue Resolution

At Loom Digital, we prioritise efficient issue resolution:

• Response Time: We will acknowledge any reported issue within 5 business days.
• Issue Diagnosis and Repair: Once the issue is diagnosed, we will provide a timeframe for resolution and submit a proposal for client approval before proceeding with repairs. We aim for timely solutions that minimise any disruption to your website’s performance.

Termination of the Guarantee

The Lifetime Service Guarantee will be terminated if any of the following occur:

• The client terminates their service agreement or ceases active engagement with Loom Digital.
• A third-party makes modifications to the website without Loom’s approval.
• Non-approved tools, plugins, or services are added to the website.
• The client has overdue or unpaid invoices related to Loom’s services.

Limitations of Liability

While Loom Digital guarantees the quality of its work, this guarantee does not cover issues that arise due to factors outside of our control, including but not limited to:

• Changes or outages related to third-party platforms (e.g., CMS updates, hosting provider issues, Google algorithm changes).
• External events such as cyber-attacks, natural disasters, or other events outside Loom Digital’s control.
• Improper use of the website or failure to follow Loom’s recommendations regarding updates, maintenance, or security.

Final Notes

At Loom Digital, we are proud of the quality and integrity of the services we provide. Our Lifetime Service Guarantee is our commitment to you that we stand behind our work for the life of your website, as long as you continue working with us. We look forward to fostering a long-term partnership with you and ensuring your website continues to deliver value for your business.

For any further details or questions, please contact us at hello@loomdigital.com.au.