1- General Principles:
- We are committed to delivering technology services with high quality and security standards.
- We ensure transparency and clarity in agreements and interactions.
- Protecting our clients' data is a primary responsibility and top priority.
- Services are delivered under a clear scope of work that defines responsibilities and rights.
2- Liability and Security Boundaries:
- We do not deliver env files or any sensitive server-related data.
- Server and data protection is a shared responsibility between the company and the client.
- The company is not responsible for failures or breaches caused by client-side modifications or misuse.
- Passwords or access credentials are never shared except with client-authorized personnel.
- Server access is only provided through the company’s official channels.
- A server control panel or equivalent may be provided for additional fees and procedures.
- Communication with the technical team must occur via official channels.
3- Scope of Work:
- Projects are executed according to the approved technical specifications document.
- Any substantial changes after approval are subject to additional costs and a revised timeline.
- Requests outside the agreed scope require a new contract or addendum.
4- Intellectual Property Rights:
- Source code is delivered after project completion and settlement of all dues.
- The company retains the right to use its internal libraries and tools.
- The client may not claim files or tools outside the agreement scope (e.g., code from other projects or internal tools).
- The company retains the right to attribute the project as the official developer.
5- Hosting and Domain:
- Domains and hosting are managed according to agreed terms (whether by Glow or the client).
- If the domain/hosting is provided by the client, the client is responsible for renewals and maintenance.
- The company is not liable for service interruption or domain loss due to non-renewal.
- Projects hosted on the company’s servers remain under our technical administration.
- If the client wishes to migrate the project to an external server, this occurs with specified fees and procedures, and technical support ceases after migration.
- If the client delays payment for company-provided hosting after the free period ends, the company may temporarily suspend hosting services or fully disable the project until payment is made.
6- Technical Support:
- The company provides free technical support for a limited period after delivery (as per agreement).
- Issues caused by misuse or unauthorized modifications are not covered by free support.
- After the free support period ends, services are provided under a separate contract with additional fees.
- Support covers fixing software defects only.
- Support does not include: onboarding new client staff, content management, or third-party issues.
7- Client Obligations:
- Provide all required data and documents needed to complete the project.
- Approve designs and files within the specified timelines.
- Pay all dues according to agreed schedules.
- Adhere to official communication channels; direct contact with the technical team is not permitted.
8- Company Obligations:
- Execute the project according to the approved technical specifications.
- Adhere to the agreed timeline unless delays are caused by the client or a third party.
- Provide the necessary training and guidance to use the system or application.
- Handle client data confidentially.
- Delays in data delivery or approvals from the client automatically extend the timeline.
9- Payment and Refund Policy:
- All payments are non-refundable after execution begins.
- If the client withdraws during execution, the company retains the amounts paid.
- The project or code will not be delivered until all dues are fully paid.
- In case of late payment, the company may suspend work until dues are paid.
10- Publishing and Marketing Rights:
- The company may showcase projects in its portfolio, website, and social media.
- This will be done without compromising the client’s rights or data confidentiality.
11- External Services and Systems:
- The company may propose using external systems or services (e.g., payment gateways).
- The client is responsible for reviewing and granting formal approval.
- Any subsequent approval is considered binding, and the company is not responsible for later client objections after implementation.
12- Shared Code and General Ideas:
- The company retains the right to reuse previously developed code or modules.
- General ideas or commonly known features are not the client’s exclusive property.
13- Free Services and Unprofessional Conduct:
- Free services are time-limited and do not exceed one year unless otherwise stated in the contract.
- Any unprofessional conduct or violation of the terms entitles the company to suspend or terminate the service.
- The company may change or amend this policy at any time without prior notice.
- Using the website, platform, or contracting directly with the company means you agree to these terms and the company policy.
- These terms are governed by the laws and regulations of the Kingdom of Saudi Arabia.
