Our Client Service Agreement

Good partnerships start with clear expectations.

Why this chapter matters

Before we talk about subscriptions, websites or marketing, we think it's important to explain how we work. Technology changes constantly. Businesses grow. Priorities shift. The best client relationships aren't built on contracts. They're built on trust.

This chapter explains the principles that guide every decision we make, every recommendation we give, and every conversation we have. It's the foundation of everything that follows.

What We Believe

At Found, we don't believe digital services need to be confusing. We don't believe you should need a dictionary to understand your website report. We don't believe good advice should come wrapped in buzzwords. We believe digital should feel simple.

Our role isn't just to build websites or manage marketing. It's to make your life easier. Whether that's creating a website you're proud of, helping more customers find you online, improving your visibility in search, or simply answering the questions you don't know who else to ask—we're here to help.

We like solving problems. Even the ones you didn't realise were problems yet.

Our Promise

Every business is different. There's no one-size-fits-all solution. That's why we promise to always recommend what we genuinely believe is the right solution for your business—not simply the most expensive one.

When you work with Found, we'll always aim to:

• Speak in plain English.
• Be honest, even when it's not the easiest conversation.
• Explain things without unnecessary jargon.
• Recommend solutions that offer genuine value.
• Treat your business with the same care we'd expect for our own.
• Be upfront about costs before additional work begins.
• Continue learning, improving and adapting as technology evolves.

Most importantly... we'll never intentionally make things complicated just to make ourselves seem clever.

The No Surprises Policy

Nobody enjoys unexpected invoices. Nobody enjoys hidden conditions. Nobody enjoys discovering something after it's already happened. Neither do we.

That's why we've adopted what we call our No Surprises Policy. If we believe something falls outside the scope of your plan, we'll tell you. If additional work is required, we'll explain why. If there's a cost involved, we'll provide it before we begin.

You'll always have the opportunity to ask questions, discuss alternatives or simply decide it's not the right time. Clear conversations build better relationships.

Partners, Not Just Providers

We don't see ourselves as another supplier on your monthly statement. We'd much rather become a trusted extension of your business. That means celebrating your wins, helping solve problems when things don't go to plan, and supporting your business as it grows.

Sometimes our role will be technical. Sometimes it'll simply be offering honest advice. Either way, we're here to help. The more we understand your business, the better we can support it.

Technology Never Stops Changing

The digital world moves quickly. Google changes. AI evolves. Web browsers update. New tools appear almost every week. What worked brilliantly a year ago might already be outdated.

Rather than chasing every new trend, our job is to filter the noise and recommend the things that genuinely make a difference. Sometimes that means embracing new technology. Sometimes it means ignoring it. We'll always aim to recommend what's right for your business—not what's simply new or fashionable.

Respect Goes Both Ways

Great partnerships are built on mutual respect. We'll always do our best to communicate openly, deliver quality work and support your business professionally. In return, we simply ask that everyone interacting with our team treats each other with courtesy and respect.

We're all human. Mistakes occasionally happen. Questions are encouraged. Honest conversations solve far more problems than assumptions ever will.

The best partnerships aren't built on contracts. They're built on communication.

Why this chapter matters

Every successful project starts the same way. Clear communication. Whether we're building your website, managing your marketing, improving your online visibility or simply making a few updates, we'll always get the best results when we're working together.

This chapter explains what you can expect from us, what we'll need from you, and how we'll work together throughout our partnership.

Communication Comes First

We believe most problems can be avoided with a simple conversation. If we're unsure about something, we'll ask. If something changes, we'll let you know. If we think there's a better way to achieve your goal, we'll tell you.

Likewise, if you're ever unsure about something we've recommended, we'd much rather answer your questions than have you wondering. There's no such thing as a silly question. We're here to help.

Honest Advice, Always

One of the promises we made in the previous chapter is that we'll always recommend what we genuinely believe is best for your business. Sometimes that recommendation might be a new service. Sometimes it might be to keep doing exactly what you're already doing.

And occasionally... we'll tell you not to spend your money. If we don't think something will provide enough value, we'll say so. Our success comes from long-term relationships, not one-off sales.

Understanding Your Goals

Every business is different. A local plumber has very different goals from an online retailer. A manufacturer has different priorities from a café.

Before recommending solutions, we'll take the time to understand what success looks like for your business. The more we understand your goals, your customers and your challenges, the better we can tailor our advice to suit you.

Helping Us Help You

There are times when we'll need a little help from you too. This might include things like:

• Providing logos, photos or branding files.
• Supplying content or information about your business.
• Reviewing and approving designs or changes.
• Providing access to existing systems or accounts.
• Letting us know about upcoming promotions, events or business changes.

If these items are delayed, it may affect project timeframes or the delivery of ongoing work. We'll always do our best to keep things moving, but some parts of the process rely on information that only you can provide.

Approvals

To keep projects moving smoothly, we'll occasionally ask you to approve work before we continue. This helps ensure we're heading in the right direction before additional time is invested.

Approval might be required for things like:

• Website designs
• New content
• Branding concepts
• Advertising campaigns
• Significant website changes
• Additional quoted work

Once something has been approved and implemented, further changes may be treated as new work or revisions, depending on the request. We'll always discuss this with you first.

Timeframes

We'll always aim to complete work as efficiently as possible. However, every project is a little different. Delivery timeframes can be influenced by factors such as:

• Waiting on content or approvals.
• Third-party providers.
• Technical issues outside anyone's control.
• The complexity of the work involved.
• The priority level included within your support plan.

Wherever possible, we'll keep you updated if something changes. We believe it's always better to communicate early than leave you wondering.

Additional Work

Sometimes a request falls outside the services included in your current plan. That's completely normal. When that happens, we'll simply explain:

• what's involved,
• why it sits outside your current plan,
• what it will cost,
• and ask for your approval before proceeding.

You'll never receive an invoice for additional work you didn't agree to.

Respecting Each Other's Time

Our team works hard to deliver quality outcomes for every client. To help us do that fairly, we ask that requests are submitted with as much notice as possible.

While we'll always do our best to accommodate urgent work, especially for Priority and VIP Support clients, immediate assistance isn't always possible. If something is genuinely urgent, let us know. We'll always do our best to help.

When Things Don't Go to Plan

Every now and then, despite everyone's best intentions, something might not go exactly as expected. Technology can be unpredictable. People make mistakes. Misunderstandings happen.

If something isn't right, please tell us. We genuinely want to know. We'll investigate, communicate openly, and work with you to find a fair and practical solution.

Our goal isn't to be perfect. Our goal is to make things right whenever we reasonably can.

Growing Together

We hope our relationship with your business is a long one. As your business grows, your website, marketing and digital needs will naturally evolve too.

We'll continue looking for ways to improve, simplify and strengthen your digital presence over time. Sometimes those improvements will be small. Sometimes they'll be transformative. Either way, we'll be here to guide you through them.

In Plain English

Working with Found should feel easy. We'll communicate openly, explain things clearly, ask before doing additional work, and always aim to recommend what's genuinely best for your business.

In return, we'll occasionally need your help with information, approvals and feedback so we can deliver the best possible results. Good communication makes everything easier. And that's exactly the kind of partnership we're aiming to build.

Your website shouldn't be something you buy and forget. It should be something that's looked after as your business grows.

Why this chapter matters

Traditionally, websites have been treated like a one-off purchase. A business pays a large upfront cost, the website is launched, and then... nothing. Over time, technology changes, security updates are missed, content becomes outdated, and eventually the whole process starts again with another expensive rebuild.

At Found, we believe there's a better way. Rather than simply building your website and walking away, we've created Found's managed website platform. It's designed to provide ongoing care, maintenance, support and improvements, so your digital presence can continue growing alongside your business.

Instead of paying for a website that slowly ages, you're investing in an ongoing digital partnership.

What's Included

Every Found subscription is designed to give you much more than just a website. Depending on the plan you choose, your subscription may include services such as:

• Website hosting
• Security updates
• Software maintenance
• SSL certificates
• Website monitoring
• Website backups
• Ongoing support
• AI-powered tools and enhancements
• Search visibility foundations
• Digital improvements
• Marketing services
• Priority support options
• Complimentary services and rewards

The exact inclusions for your business are outlined within your selected plan. As technology evolves, we may introduce new features or improve existing services. Where possible, these improvements become part of the ongoing value of being a Found client.

Monthly or Annual?

Every business is different, so we've kept things flexible.

Monthly Plans

Monthly subscriptions are billed each month and continue until cancelled. They're ideal for businesses wanting the flexibility of an ongoing service without a long-term commitment.

Annual Plans

Annual subscriptions are paid in advance for twelve months and include a discounted rate compared with monthly billing. Unless cancelled at least 30 days before the end of your current annual term, your subscription will automatically renew for another twelve-month period.

Because annual plans receive discounted pricing upfront, payments are generally non-refundable once your annual subscription has commenced.

Renewing Your Subscription

Your subscription will continue until cancelled in accordance with this agreement. Monthly subscriptions simply continue month-to-month. Annual subscriptions automatically renew for another twelve-month period unless you let us know at least 30 days before your renewal date.

If you're ever unsure when your renewal is due, just ask. We'll always be happy to help.

If You Ever Decide to Leave

While we'd genuinely love to work with you for many years, we understand that businesses change. If you decide Found is no longer the right fit, you're free to cancel at any time — there's no lock-in and no penalty for leaving.

To cancel your subscription, we simply ask for 30 days' written notice. During this notice period we'll continue providing your subscribed services and complete any work already scheduled within your subscription.

Our goal is to leave on good terms, even if our journey together comes to an end.

A Quick Note About Ownership

Our subscription gives you access to Found's managed website platform, which includes hosting, maintenance, security updates, ongoing improvements and support. Like many subscription services, the platform itself remains part of Found's business.

This allows us to continually improve, secure and support every website we manage while maintaining a consistent level of quality across all our clients.

Some things will always belong to you. These include items such as:

• Your domain name
• Your logo (where designed by Found for your business)
• Content and images you've supplied
• Your Google Ads account
• Other assets specifically identified as your intellectual property

Other components, including the underlying website platform, systems and technologies used to deliver your subscription, remain part of Found's managed services. Further information about intellectual property is covered later in this agreement.

What Happens When Your Subscription Ends?

Your subscription provides ongoing access to Found's managed website platform and the services included within your chosen plan. When your subscription ends, access to those managed services also comes to an end.

Depending on the services you receive, this may include:

• Website hosting
• Website maintenance
• Website monitoring
• Website backups
• AI-powered services
• Marketing services
• CRM services
• Ongoing support
• Other subscription-based features

Because your domain name belongs to you, we'll assist with releasing it where applicable so it can be managed elsewhere if you wish. Following the conclusion of your subscription and any applicable transition period, your website and associated hosted data will be securely removed from Found's managed platform in accordance with our data retention policy.

Taking Your Content With You

While the Found platform, website framework, design system and underlying technology remain ours, the content you supply — your logo, your images, your written words — always belongs to you. If you decide to leave, we can export a copy of your content for you (the words and images, not the website itself or the platform behind it) for a small one-off fee to cover the time involved. If you'd like this, simply let us know before your subscription concludes and we'll arrange it.

A Buyout Option After 36 Months

We work month-to-month, so you're never locked into a long contract. We also recognise that, over time, some businesses prefer to own their website outright rather than continue subscribing. For that reason, once you've been a Found client for 36 continuous months, you may request a buyout quote if you'd like to take ownership of your website.

Any buyout is quoted individually to reflect the remaining value of the platform, the work involved in preparing your website for independent ownership and the specific configuration of your site. A buyout is entirely optional — most clients never need it — but it's there if and when the time comes, so you can start with Found knowing the door is always open both ways.

Complimentary Services

Some Found plans include complimentary services or rewards, such as website audits, business card design, brochure design or AI setup services. These are our way of saying thank you for choosing Found.

Complimentary services:

• Have no cash value.
• Cannot be exchanged for discounts or refunds.
• Cannot be transferred to another person or business.
• May change or be substituted as our services evolve.

They're included to add value to your experience—not as separate purchased services.

Changing Your Plan

Businesses evolve. Sometimes you'll need additional support. Sometimes your needs become simpler. You're welcome to upgrade or change your subscription at any time.

We'll always recommend the option we genuinely believe best suits your business, and we'll clearly explain any changes to pricing, inclusions or billing before anything changes.

Why We've Chosen This Model

We didn't create subscriptions to lock businesses into long-term contracts. We created them because we've seen what happens when websites are treated as "set and forget."

Technology moves quickly. Search engines evolve. Security threats change. Businesses grow. Your digital presence should evolve too.

Our subscription model allows us to continually maintain, improve and support your digital presence, so your website can keep working for your business long after launch day. We believe that's a better outcome for everyone.

In Plain English

Your Found subscription isn't simply paying for a website. It's giving you ongoing access to Found's managed website platform, along with the people, support and expertise that keep everything running smoothly behind the scenes.

While you're busy running your business, we'll continue looking after your website, keeping it secure, maintaining it, improving it and helping it grow alongside your business.

Your website should be one of your hardest-working team members—not another thing on your to-do list.

Why this chapter matters

For many businesses, your website is the first impression people have of your business. It's often the first place customers visit, the first place they make contact, and sometimes the deciding factor between choosing you or choosing someone else.

Your website isn't just a collection of pages. It's an important part of your business. That's why we believe it deserves ongoing care—not just a launch day and a handshake.

Built to Grow

We don't build websites simply to launch them. We build them to grow alongside your business. As your business evolves, your website should evolve too. Whether that's updating content, improving performance, adding new features or adapting to new technology, our goal is to ensure your website continues supporting your business long after it's first published.

Technology never stands still. Neither should your website.

Found's Managed Website Platform

Your website is delivered as part of Found's managed website platform. Think of it like owning a modern car. You could buy one and look after everything yourself. Or you could have a trusted team servicing it, keeping it safe, fixing issues before they become problems and making sure it continues performing at its best.

That's exactly what our platform is designed to do. Behind the scenes, we'll continue looking after the technology that keeps your website running.

Hosting

Every website needs somewhere secure to live. Your subscription includes professional website hosting designed to provide a reliable, secure and high-performing environment for your website.

Hosting may include:

• Secure cloud hosting
• SSL certificates
• Performance optimisation
• Ongoing maintenance
• Routine software updates
• Server management
• Website backups
• Domain-level monitoring

As technology evolves, we'll continue improving the hosting environment wherever practical.

Looking After Your Website

One of the biggest advantages of a subscription model is that your website isn't left to look after itself. Behind the scenes we'll continue maintaining your website by:

• Applying software and security updates.
• Monitoring the health of your website.
• Maintaining SSL certificates.
• Performing scheduled backups.
• Resolving issues where reasonably possible.
• Making improvements as technology evolves.

Some of this work happens quietly in the background without you ever needing to ask. That's exactly how we like it.

Your Domain Name

Your domain name (for example, yourbusiness.co.nz) is your online address. Where Found manages your domain on your behalf, we'll help keep it configured correctly and can assist with renewals, DNS management and related services.

Importantly... your domain belongs to you. If you ever need it released or transferred, we'll assist where appropriate so it can be managed elsewhere if you wish.

Email Services

While we're happy to help guide you in the right direction, Found doesn't directly manage business email services. If you require Microsoft 365 or Google Workspace, we're happy to recommend trusted partners who specialise in those services.

This allows us to focus on what we do best while ensuring your email remains supported by dedicated specialists.

Backups & Recovery

Your website is regularly backed up as part of our managed platform. Backups are there to help recover your website in the event of unexpected technical issues.

While backups provide an important layer of protection, no backup solution can guarantee recovery from every possible circumstance. Where recovery is required, we'll always do our best to restore your website as quickly and safely as reasonably possible.

Security

Keeping your website secure is an ongoing process—not a one-time task. We'll continue monitoring and maintaining your website using current best practices, including software updates, security improvements and managed hosting.

Like every website connected to the internet, no system can ever be guaranteed to be completely immune from cyber threats. What we can promise is that we'll continue doing everything reasonably practical to minimise risk and respond quickly if something unexpected occurs.

Website Content

Your website belongs to your business just as much as your shopfront, office or signage. To keep it accurate and useful, we'll occasionally need your help with things like:

• Updated pricing
• New services
• Staff changes
• Business information
• New photography
• Updated branding

The more current your website remains, the more valuable it becomes to your customers.

If Your Website Needs Something New

As your business grows, you may decide you'd like to introduce new features or functionality. That might include:

• Online booking systems
• Customer portals
• Calculators
• E-commerce
• Membership areas
• Integrations with other software

Some enhancements may already be included within your support plan. Larger additions or new functionality may require a separate quotation. If that's the case, we'll explain everything beforehand and won't begin additional work without your approval.

If You Leave Found

If your subscription comes to an end, your access to Found's managed website platform also comes to an end. Where applicable, we'll:

• Assist with releasing your domain so it can be managed elsewhere.
• Provide reasonable cooperation during the transition period.

Following the agreed transition period and in accordance with our data retention policy, your website and hosted data will be securely removed from Found's managed platform.

In Plain English

Your website isn't something we build and then forget about. It's something we'll continue looking after, maintaining and improving while you're busy running your business. That's the benefit of Found's managed website platform.

Instead of worrying about hosting, security, updates and maintenance, you can focus on your business knowing we'll continue looking after the digital side behind the scenes.

What's Included Behind the Scenes

When you're running your business, here's what quietly happens in the background:

• ✅ Your website is hosted securely.
• ✅ Security updates are applied.
• ✅ Software is maintained.
• ✅ SSL certificates remain active.
• ✅ Website backups continue.
• ✅ Monitoring helps identify potential issues.
• ✅ Technology improvements are introduced over time.

Most of the work we do happens before you ever notice a problem. That's exactly how we think great support should work.

A great website is only valuable if the right people can find it.

Why this chapter matters

Building a great website is only the beginning. Once your website is live, the next challenge is helping people discover it. Whether someone is searching on Google, asking an AI assistant for recommendations, clicking an online advertisement or hearing about your business through word of mouth, your digital presence plays an important role in helping customers find you.

Our job is to help improve your visibility across the digital world using a combination of experience, technology and ongoing optimisation.

Every Business Is Different

There isn't a single marketing strategy that works for every business. What works for a local electrician is very different from what works for an online retailer. Some businesses benefit most from Google Ads. Others need stronger search visibility. Some simply need a better website.

Before recommending any strategy, we'll take the time to understand your business, your customers and your goals. Our recommendations will always be based on what we genuinely believe offers the greatest value—not simply the newest trend or the biggest budget.

Search Engine Optimisation (SEO)

Search Engine Optimisation, or SEO, is the process of helping search engines better understand your website. The easier your website is to understand, the easier it becomes for search engines to determine when your business might be relevant to someone's search.

Good SEO isn't about trying to "beat Google." It's about building a website that is technically sound, easy to understand and genuinely helpful for your customers.

SEO is an ongoing process. Search engines evolve. Competitors improve. Customer behaviour changes. That's why we continually review, refine and improve your website over time.

A Quick Word About Results

We'd love to tell you we can guarantee first-page rankings. The truth is... nobody honestly can. Search engines constantly change how they rank websites. Your competitors are continually improving their own websites too.

What we can promise is this: we'll use industry best practices, trusted tools, our experience and ongoing optimisation to give your business the strongest possible opportunity to improve its online visibility. We'll always be honest about what we believe is achievable.

Google Ads

Sometimes waiting for long-term search improvements isn't the right approach. Google Ads allows businesses to appear in front of potential customers almost immediately by paying to display advertisements within Google's search results and other advertising networks.

It's important to understand that Google Ads has two separate costs.

Found's Management

Our role is to:

• Plan your campaigns.
• Build and manage advertisements.
• Optimise performance.
• Monitor results.
• Make ongoing improvements.
• Provide advice and reporting.

Google's Advertising Budget

Your advertising budget is paid directly to Google. This budget determines how much advertising exposure your business receives. Found does not keep or receive your advertising budget. It is paid directly to Google to fund your campaigns.

Your Google Ads account always remains yours. Should you ever choose another provider, your account can continue without interruption.

AI Search & Emerging Technology

People aren't just searching Google anymore. Increasingly, they're asking AI-powered tools questions like:

• "Who's the best electrician near me?"
• "Can you recommend a good accountant?"
• "Who builds websites in Auckland?"

Helping your business become easier for AI systems to understand is becoming an increasingly important part of having a strong online presence. Found uses a combination of human expertise and AI-powered tools to help improve your digital visibility across both traditional search engines and emerging AI platforms.

Because these technologies continue to evolve rapidly, no business can honestly guarantee how AI systems will interpret, rank or recommend content. What we can promise is that we'll continue adapting as the technology evolves and recommend practical improvements that help position your business for the future.

Reporting & Continuous Improvement

One of the biggest advantages of ongoing digital services is that we don't simply launch campaigns and hope for the best. We continually review performance, identify opportunities for improvement and adjust our approach where appropriate.

Sometimes those improvements are small. Sometimes they're significant. Either way, our goal is simple: help your business continue moving in the right direction.

The Right Tool for the Job

Not every problem needs SEO. Not every business needs Google Ads. Not every opportunity requires AI. Sometimes improving your website will have the biggest impact. Sometimes refining your Google Business Profile is the better investment. Sometimes a few small improvements can outperform a much larger marketing budget.

We'll always recommend what we genuinely believe is the right solution for your business—not simply another service.

Marketing Is a Partnership

The best marketing results happen when we work together. We'll bring the tools, experience and technical expertise. You'll bring the knowledge only you have about your business, your customers and your industry.

When we combine those two things, we can create something much more valuable than either of us could achieve alone.

Technology Never Stops Evolving

The digital world changes quickly. Search engines change. AI changes. Advertising platforms change. Consumer behaviour changes. That's one of the reasons Found exists.

Rather than expecting you to keep up with every new platform or algorithm update, we'll continue learning, adapting and recommending improvements that genuinely make sense for your business. Our goal isn't to chase every trend. It's to help your business stay visible, relevant and competitive as technology evolves.

In Plain English

Growing your business online isn't about finding one magic solution. It's about making lots of good decisions over time. Sometimes that's improving your website. Sometimes it's strengthening your visibility in search. Sometimes it's advertising to the right audience. Sometimes it's preparing for the future with AI.

Whatever the solution, we'll always recommend what we genuinely believe gives your business the best chance of success. Because helping your business grow is exactly why we're here.

Good design isn't about looking impressive. It's about helping people trust your business.

Why this chapter matters

Every interaction someone has with your business shapes their first impression. That might be your website. A business card. A brochure. Your logo. A social media graphic. Or something as simple as a downloadable PDF.

Whether people realise it or not, good design builds confidence. Poor design creates doubt. Our job is to help ensure your business looks professional, consistent and trustworthy across every touchpoint.

Design with Purpose

At Found, we don't believe design should exist simply because something "looks nice." Every piece of design should have a purpose. It should communicate clearly. Represent your business professionally. And make life easier for your customers.

Sometimes that means creating something bold. Sometimes it means keeping things beautifully simple. The right solution depends entirely on your business.

Creative Services

Depending on your subscription or project, Found may provide a range of creative services, including:

• Logo design
• Business card design
• Brochure design
• Website graphics
• Digital marketing assets
• Social media graphics
• Icons and illustrations
• Brand refinement
• AI-generated creative assets
• Copywriting
• Website content preparation

Some services are included within selected plans, while others may be quoted separately. We'll always explain what's included before beginning any work.

Your Brand

Your business is unique. Our goal isn't to make every Found client look the same. It's to help your business develop a professional identity that's recognisable, consistent and appropriate for your industry.

Where branding already exists, we'll aim to work within your established identity. Where you're starting from scratch, we'll work with you to create something that represents your business well.

Working Together on Creative Projects

Great creative work is collaborative. We'll bring ideas, experience and guidance. You'll bring your knowledge of your business, customers and personality.

Throughout the process we'll ask for feedback and approvals to ensure we're heading in the right direction. The earlier we receive feedback, the easier it is to make refinements before work progresses further.

Revisions

Creative work is subjective. It's completely normal for ideas to evolve as a project develops. Most one-off creative projects include up to three rounds of revisions, unless otherwise agreed.

Our goal is to refine and improve the work—not start again from scratch each time. If a project changes significantly beyond the original brief, we'll simply have a conversation about the additional work before continuing. No surprises.

Complimentary Design Services

Some Found plans include complimentary creative services, such as:

• Business card design
• Brochure design
• Website audits
• AI Ready Setup
• Other promotional inclusions

These services are included as an added benefit of being a Found client. Unless specifically stated otherwise:

• They are digital design services only.
• Printing is not included.
• Shipping or production costs are not included.
• Complimentary services have no cash value.
• They cannot be exchanged for alternative services or discounts.

Think of them as our way of adding a little extra value to your experience with Found.

Copywriting

Words matter just as much as design. Whether we're writing website content, preparing service pages or helping explain what your business does, our goal is always the same: write clearly, write honestly, write for your customers.

We'll always aim to communicate in language your audience understands rather than filling your website with technical jargon or marketing buzzwords. Where copywriting is included within your services, we'll work with you to understand your business before creating content. We'll always encourage you to review and approve content before it's published. After all, nobody knows your business better than you.

Photography & Images

Images help bring your business to life. Where possible, we encourage the use of genuine photography that represents your team, your products and your business. Where client-supplied images aren't available, we may use licensed stock photography or AI-generated imagery where appropriate.

We'll always aim to ensure imagery is suitable for your business and consistent with your brand. Client-supplied images remain your property. Licensed stock imagery and certain AI-generated assets may be subject to third-party licensing or the terms of Found's creative platforms.

Ownership of Creative Work

We believe it's important to be transparent about ownership. Some creative assets become yours. Others remain part of Found's managed services or licensed platforms. For example:

Generally belonging to you:

• Logos designed specifically for your business
• Content and images you provide
• Brand assets supplied by you

Generally remaining part of Found's managed services or licensed platforms:

• Website platform components
• Licensed stock assets
• Certain AI-generated resources
• Internal templates and production systems

We'll always aim to be clear about ownership where it matters, and if you're ever unsure, simply ask.

Good Design Evolves

Businesses change. Brands mature. Services expand. Your design should evolve alongside your business. As your business grows, we'll continue helping ensure your visual identity remains current, professional and aligned with your goals.

Sometimes that means a small refresh. Sometimes it's a complete rebrand. Either way, we're here to help.

In Plain English

Design isn't just about making things look nice. It's about helping customers trust your business. Whether we're designing a logo, creating your website, writing content or putting together a brochure, our goal is always the same: to present your business professionally and make it easier for customers to choose you.

That's what good design should do.

Technology should support your business—not slow it down. And when you need a hand, we're here to help.

Why this chapter matters

No matter how well something is built, businesses change. Services evolve. People join the team. Prices change. Sometimes something unexpected happens. Sometimes you simply have a new idea.

Support isn't just about fixing problems. It's about helping your digital presence continue growing alongside your business. That's why support is included as an important part of the Found experience.

Support That Grows With You

We know every business has different needs. Some businesses only require occasional updates. Others are constantly evolving and need regular changes. That's why Found offers different levels of support, allowing you to choose the option that best suits your business.

Regardless of your plan, our goal is always the same: to make getting help simple.

Standard Support

Our Standard Support plan is ideal for businesses that only require occasional assistance. Whether it's updating information, making a small change or asking a question, we're here when you need us.

Requests are completed on a best efforts basis during normal business hours. Changes requested under Standard Support are generally chargeable unless specifically included within your plan. We'll always let you know if charges apply before we begin any work.

Priority Support

Sometimes waiting simply isn't practical. Priority Support is designed for businesses that require faster turnaround times and more flexibility.

In addition to moving your requests ahead in our normal workflow, Priority Support includes reasonable website content updates and changes to existing functionality. This might include:

• Updating text or images.
• Adding team members.
• Updating pricing.
• Replacing downloadable documents.
• Updating existing service information.
• Other similar website refinements.

If a request falls outside your included support, we'll simply explain why and provide a quote before proceeding.

VIP Support

VIP Support is designed for businesses that want Found to become a true extension of their team. In addition to receiving our highest support priority, VIP clients enjoy a greater level of ongoing website improvements and enhancements as part of their subscription.

Rather than simply maintaining your website, we'll work alongside you to continually improve it as your business evolves. Some larger projects or specialist development may still require separate quotation, but wherever possible we'll help you get the most from your subscription before recommending additional costs.

What's Considered a Small Change?

Small changes are the everyday updates that naturally happen as your business grows. Examples include:

• Updating existing text.
• Replacing images.
• Changing pricing.
• Updating contact details.
• Adding or removing staff members.
• Uploading new documents.
• Updating opening hours.
• Minor layout refinements.
• Updating existing service information.

These changes generally build upon what's already there.

What's Considered a New Feature?

Sometimes an idea goes beyond updating your existing website and involves creating something entirely new. Examples include:

• Booking systems.
• Customer portals.
• Online calculators.
• Membership areas.
• New integrations.
• Custom functionality.
• E-commerce features.
• Interactive tools.

These requests usually require planning, development and testing, so they're generally quoted separately unless specifically included within your plan. We'll always discuss this with you before beginning any additional work.

Fair Use

Our support plans are designed to provide ongoing value while ensuring every client receives the attention they deserve. Most requests fit comfortably within this approach.

Occasionally, a request may become significantly larger, more complex or require extensive back-and-forth communication. If that happens, we'll simply have a conversation with you. Rather than continuing to absorb what has become a larger project, we may recommend preparing a separate quotation.

This allows us to allocate the appropriate time and resources while keeping your support plan working fairly for everyone. It's never about saying "no." It's about making sure we're providing the right solution.

Business Hours

Our standard support hours are:

• Monday to Friday
• During normal New Zealand business hours.
• Excluding public holidays.

Requests received outside these times will be attended to as soon as reasonably practical during the next business period.

Urgent Requests

We understand that genuine emergencies occasionally happen. Where possible, we'll always do our best to help.

If support is required outside normal business hours, weekends or public holidays, additional rush rates may apply. If applicable, we'll discuss these with you before commencing work whenever reasonably possible.

Asking for Help

Getting support shouldn't feel difficult. Whether you've spotted an issue, have an idea, or simply aren't sure how something works, we'd love to hear from you. The more information you can provide, the quicker we can usually help.

If you're unsure whether something is included within your plan... just ask. We're always happy to point you in the right direction.

Our Goal

Support isn't just about fixing things. It's about giving you confidence.

Confidence that when something changes, someone is there to help. Confidence that your website won't simply be forgotten after launch. Confidence that your digital presence has people looking after it while you're busy looking after your business.

That's exactly what we want Found support to feel like.

In Plain English

Things change. Businesses grow. Websites evolve. When you need help, we're here.

Some changes are included within your support plan. Some larger requests may require additional work. Either way, we'll always explain everything clearly, talk through your options, and make sure there are no surprises before anything begins.

That's the Found way.

Clear billing means less time chasing invoices and more time helping your business grow.

Why this chapter matters

Nobody enjoys talking about invoices. We get it. But having clear and simple payment processes means we can spend less time on administration and more time doing what we're here to do—supporting your business.

This chapter explains how billing works, how subscriptions are managed, and what happens if something doesn't quite go to plan. As always, we've tried to keep things straightforward.

Paying for Your Subscription

Your Found subscription is billed according to the plan you've selected. Whether you've chosen a monthly or annual subscription, we'll always clearly outline your pricing before your services begin.

Most subscriptions are securely processed through our online payment gateway using Stripe. This provides a simple, secure and reliable way to manage ongoing payments. Where alternative payment arrangements have been agreed, invoices may be issued for payment by bank transfer. Please note that manual invoicing may incur an administration fee where applicable.

Monthly Billing

Monthly subscriptions are billed in advance and continue until cancelled in accordance with this agreement. Your monthly subscription allows us to continue providing your website, hosting, maintenance, support and any other services included within your selected plan.

Annual Billing

Annual subscriptions are paid in advance and provide a discounted rate compared with paying monthly. This discount reflects your commitment to a twelve-month service period.

To ensure you continue receiving uninterrupted service, annual subscriptions automatically renew each year unless cancelled at least 30 days before your renewal date. Because your annual discount is applied upfront, annual subscription payments are generally non-refundable once the subscription period has commenced.

Additional Work

Occasionally you may request work that falls outside your selected plan. When that happens, we'll simply have a conversation. Before any additional work begins we'll explain:

• what the work involves,
• why it sits outside your current plan,
• how much it will cost,
• and wait for your approval before proceeding.

No surprises. No unexpected invoices.

Quotes

Where additional work is required, we'll generally provide either a fixed project price; or an estimate based on our standard hourly rates.

Some work can be accurately priced before it begins. Other work may involve investigation or unknown factors, in which case we'll explain how those charges will be managed. We'll always aim to be transparent.

If a Payment Doesn't Go Through

Sometimes cards expire. Sometimes bank accounts change. Sometimes life simply gets busy. If a payment isn't successful, we'll usually begin by sending you a friendly reminder. Most payment issues are resolved quickly and without any interruption to your services.

If payments remain outstanding for an extended period, we may need to suspend or limit some services until the account is brought up to date. We'll always aim to communicate with you before taking any action.

Ongoing Non-Payment

While we always prefer a conversation over a formal process, there may come a point where unpaid accounts require us to suspend services. Where this becomes necessary, we may:

• Suspend support services.
• Pause marketing activities.
• Suspend website hosting.
• Restrict access to subscription services.
• Recover outstanding amounts through appropriate channels where necessary.

We'll always aim to work with you to avoid these situations wherever reasonably possible.

Refunds

Found provides professional digital services that begin delivering value from the time work commences. For this reason, subscription payments, setup costs and completed digital services are generally non-refundable.

This doesn't affect any rights you may have under New Zealand consumer law. If you ever have concerns about your services, we'd much rather have a conversation and see how we can help.

Promotional Offers

From time to time, Found may include promotional offers, complimentary services or special inclusions as part of selected plans. These promotions are designed to add value to your experience with us.

Promotional offers:

• May change over time.
• May be withdrawn without notice.
• May be substituted with services of similar value.
• Cannot generally be exchanged for cash or discounts.

Specific promotional terms may apply where relevant.

Pricing Changes

Like any business, our pricing may occasionally change. If your subscription pricing is due to change, we'll always communicate this in advance and explain when those changes will take effect.

We believe transparency is important. Nobody likes surprise price increases.

If You're Ever Unsure

If you ever have a question about an invoice, your subscription or a charge on your account... please ask. We'd much rather explain something today than have it become a frustration tomorrow.

In Plain English

Paying for your Found services should be simple. We'll always aim to be clear about pricing, explain any additional costs before work begins, and communicate openly if anything changes.

Our goal isn't to catch people out with hidden charges. It's to build long-term relationships based on trust and transparency.

The best results happen when we work together.

Why this chapter matters

Everything we've talked about so far is what you can expect from us. This chapter is about the small things we'll occasionally need from you.

The good news is... there isn't much. Most of it simply comes down to communication. The more we know about your business, the easier it is for us to support you.

Knowing Your Business

Nobody knows your business better than you. You understand your customers. Your industry. Your products. Your services. Your story.

We'll always rely on your knowledge to help guide the work we do. The more information you can share with us, the better we'll be able to represent your business online.

Content & Information

From time to time we'll ask you for things like:

• Business information.
• Service descriptions.
• Pricing.
• Logos.
• Brand guidelines.
• Photography.
• Product information.
• Staff details.
• Documents.
• Other content relevant to your project.

Providing accurate and up-to-date information helps us deliver better outcomes and reduces delays throughout your project.

Approvals

Sometimes we'll ask you to review work before we continue. This helps ensure everything is accurate and heading in the right direction. Approvals might include:

• Website designs.
• Content.
• Creative concepts.
• Marketing campaigns.
• Website updates.
• Additional quoted work.

If approvals are delayed, project timeframes may also be affected. We'll always do our best to keep things moving, but some milestones genuinely depend on your feedback.

Access to Existing Systems

Sometimes we'll require access to existing services in order to complete work on your behalf. This may include platforms such as:

• Google Business Profile.
• Google Analytics.
• Google Ads.
• Domain management.
• Website hosting.
• Social media accounts.
• Cloud services.
• Other third-party systems.

We'll only request access that's reasonably necessary to complete the work you've asked us to perform.

Copyright & Permissions

We'll always respect intellectual property. We ask that anything you provide to us—such as logos, photographs, videos, documents or written content—is something you either own or have permission to use.

If content supplied by you infringes someone else's copyright or intellectual property rights, responsibility for that content remains with you. If we're ever unsure about something, we'll always ask before using it.

Keeping Things Current

Businesses naturally change over time. You might:

• Launch new services.
• Hire new staff.
• Move premises.
• Change phone numbers.
• Update pricing.
• Introduce new products.

The sooner we know about these changes, the sooner we can help keep your website and digital presence accurate. An up-to-date website builds confidence with your customers.

Looking After Your Accounts

Where you manage your own accounts, we recommend keeping your login details secure and using strong passwords or multi-factor authentication wherever available. Simple security habits can significantly reduce the risk of unauthorised access to your online services.

If you ever suspect one of your accounts has been compromised, let us know as soon as possible. We'll help wherever we reasonably can.

Timely Communication

One of the biggest causes of project delays isn't technology. It's waiting for information. We'll always do our best to work efficiently, but occasionally we'll need decisions, approvals or content before we can continue.

Responding promptly helps us keep your project moving and deliver the best possible experience.

Respect

This one's simple. We promise to treat you professionally, honestly and respectfully. We simply ask the same in return.

Our team genuinely enjoys helping people. Kindness, patience and respectful communication make every interaction more enjoyable for everyone involved. If challenges arise, we'll always aim to resolve them through open and honest conversations.

Legal & Regulatory Responsibilities

While we'll always do our best to guide you, you're ultimately responsible for ensuring your business complies with any laws, regulations or industry requirements that apply to you. This may include things like:

• Industry licensing.
• Product claims.
• Pricing accuracy.
• Privacy obligations.
• Terms and Conditions.
• Consumer obligations.
• Other legal requirements relevant to your business.

If specialist legal or compliance advice is required, we'll always recommend seeking advice from an appropriately qualified professional.

We Love Questions

One thing we hope you'll never feel is... embarrassed to ask. You don't need to understand websites. Or Google. Or AI. Or hosting. That's why we're here.

If you're unsure about something... please ask. We'll always do our best to explain things in plain English.

Mistakes Happen

We're all human. Sometimes information gets missed. Sometimes a phone number changes. Sometimes the wrong image gets uploaded.

If you ever notice something that doesn't look quite right, let us know. We'll never be offended. In fact, we'd much rather hear about it so we can fix it quickly. Working together means looking after each other.

In Plain English

The more we know about your business, the better we can help. Providing accurate information, timely feedback and open communication allows us to deliver the best possible results for your business.

We'll take care of the digital side. We simply ask for your help with the parts that only you know. That's how great partnerships are built.

Technology is incredible... but it isn't perfect.

Why this chapter matters

One of the reasons businesses choose Found is because they don't want to worry about the technical side of running their digital presence. We'll always do our best to keep things running smoothly, solve problems quickly and recommend practical solutions.

However... some things sit outside anyone's control. This chapter simply explains where those boundaries are, so everyone has clear expectations from the beginning.

Technology Changes

The digital world moves quickly. Search engines change. Web browsers update. Software evolves. New devices are released. Artificial Intelligence continues to improve.

Sometimes these changes create exciting new opportunities. Occasionally they can also create unexpected challenges. While we'll always work hard to adapt to these changes, we can't control how third-party technology companies choose to develop or update their products.

Search Engines & AI

Google, Bing and AI-powered platforms regularly update how they discover, interpret and recommend content. These updates happen without notice and are completely outside Found's control.

Because of this, we can't guarantee:

• Search engine rankings.
• AI recommendations.
• Website traffic.
• Customer enquiries.
• Sales or revenue.
• The ongoing behaviour of third-party search platforms.

What we can promise is that we'll continue adapting our strategies and recommending improvements based on current best practice.

Third-Party Platforms

Many of the services we work with are owned and operated by other organisations. These may include:

• Google
• Microsoft
• Stripe
• Cloudflare
• Base44
• OpenAI
• Social media platforms
• Domain registrars
• Hosting providers
• Other third-party software

While we'll happily assist wherever we reasonably can, we can't control:

• Service outages.
• Account suspensions.
• Pricing changes.
• Platform updates.
• Changes to third-party policies.
• Product discontinuation.
• Delays caused by those providers.

If something affects your services, we'll always aim to communicate openly and help you navigate the situation.

Internet & Infrastructure

The internet relies on thousands of interconnected systems around the world. Occasionally things happen that nobody can prevent. For example:

• Internet outages.
• Power failures.
• Fibre damage.
• Cloud service interruptions.
• Data centre incidents.
• DNS issues.
• Cybersecurity events affecting third parties.

Although these situations are uncommon, they can occasionally affect website availability or online services. We'll always do our best to minimise disruption and restore services as quickly as reasonably possible.

Security

We'll continue applying industry best practices to help protect your website and digital services. However, no website connected to the internet can ever be guaranteed to be completely secure. Cyber threats continue evolving every day.

While we work hard to reduce risk through monitoring, updates and proactive maintenance, we can't guarantee protection against every possible security incident. If something unexpected occurs, we'll work with you to understand the situation and help determine the most appropriate next steps.

Information We Receive

We'll always rely on the information you provide when creating websites, content and marketing campaigns. While we'll happily ask questions and make recommendations, we can't verify every piece of information supplied to us.

This means we can't accept responsibility for inaccuracies resulting from information, images or instructions provided by others. If something changes, simply let us know and we'll happily update it.

Business Decisions

Our role is to provide advice, recommendations and professional services. Ultimately, business decisions remain yours.

We'll always do our best to recommend solutions we genuinely believe are in your best interests, but decisions about pricing, staffing, products, services, legal compliance and overall business strategy remain the responsibility of your business.

Events Beyond Anyone's Control

Occasionally events occur that nobody can reasonably prevent. These might include:

• Natural disasters.
• Floods.
• Earthquakes.
• Fire.
• Pandemics.
• Government action.
• War.
• Civil unrest.
• Large-scale internet outages.
• Widespread cyber incidents.

These situations can sometimes delay projects or temporarily affect the services we provide. If they do, we'll always communicate openly and work with you to resume normal services as soon as reasonably possible.

What You Can Always Expect

Even when something sits outside our control... you can still expect us to:

• Communicate honestly.
• Keep you informed.
• Explain what's happening in plain English.
• Recommend practical solutions.
• Work alongside you to minimise disruption wherever reasonably possible.

That's part of being your digital partner.

You Won't Be Left Guessing

One of the most frustrating things about technology is not knowing what's happening. If something unexpected affects your website or services, we'll always aim to keep you informed. Even if the answer is simply: "We're still investigating."

Good communication doesn't always solve the problem immediately. But it does make the journey a whole lot less stressful.

In Plain English

Technology isn't perfect. Neither is the internet. Sometimes things happen that nobody can predict or prevent. While we can't control every platform, provider or technology company, we can control how we respond.

Our promise is simple: we'll always communicate openly, be honest about what's happening, and do everything reasonably practical to help you move forward.

Clear expectations protect good relationships.

Why this chapter matters

We've almost reached the end. Most of this guide has been about how we'll work together. This final chapter simply covers a few of the important legal and administrative details that help protect both you and Found.

They're not here because we expect problems. They're here so that if something unexpected does happen, everyone understands where they stand. Thankfully... most of our clients never need to think about any of this.

Your Privacy

We take your privacy seriously. Throughout our relationship we'll collect information that's reasonably necessary to provide our services. This may include things like:

• Contact information.
• Business details.
• Billing information.
• Website content.
• Project information.
• Support requests.

We'll always aim to handle your information responsibly and in accordance with New Zealand privacy legislation. Further details can be found in our Privacy Policy.

Looking After Your Information

Where practical, we'll use secure systems and industry best practices to help protect the information you entrust to us. While no online system can ever be guaranteed to be completely secure, we'll always aim to minimise risk and respond appropriately should an issue arise.

Intellectual Property

Throughout this agreement we've referred to different types of digital assets. Some belong to you. Some belong to Found. Some are licensed from trusted third-party providers. We'll always aim to be transparent about ownership.

Generally speaking, your business owns things such as:

• Your domain name.
• Your logo (where designed specifically for your business).
• Content you provide.
• Images you supply.
• Your Google Ads account.
• Other assets specifically created for or owned by your business.

Found retains ownership of:

• Our managed website platform.
• Internal systems and workflows.
• Development frameworks.
• Licensed technologies.
• Internal templates.
• Proprietary processes and automation.

Where third-party licences apply, those assets remain subject to their respective licence agreements.

Limitation of Liability

We'll always take reasonable care when providing our services. However, our total liability for any claim relating to the services we provide is limited to:

• For monthly subscriptions, the total amount paid by you during the previous calendar month.
• For annual subscriptions, the total amount paid by you during the previous twelve-month subscription period.

Nothing in this agreement limits any rights that cannot legally be excluded under New Zealand law.

Changes to This Agreement

Technology changes. Businesses evolve. Sometimes our services improve. Because of this, we may occasionally update this Client Service Agreement.

If we make significant changes that affect your services or your rights, we'll communicate those changes before they take effect. The most current version will always be available through Found.

New Zealand Law

This agreement is governed by the laws of New Zealand. If a disagreement ever arises, we'll always aim to resolve it through open and respectful communication before considering any formal legal process.

We genuinely believe most issues can be solved with a conversation.

If Something Doesn't Feel Right

We genuinely care about our clients. If you ever feel we've fallen short... please tell us. We won't always be perfect. But we will always listen.

Our goal is to understand the problem, communicate openly and work towards a fair outcome wherever reasonably possible. Sometimes a simple conversation can solve what might otherwise become a much bigger issue.

Our Commitment

Everything in this agreement comes back to one simple idea. We're here to help. Not confuse you. Not trap you. Not hide behind complicated legal language. Just help.

We believe that's how long-term relationships are built. And that's exactly the kind of business Found wants to be.

In Plain English

This chapter simply explains how we protect your information, our business and our working relationship. It's here to provide clarity—not create barriers.

Most importantly... it reinforces something we've tried to demonstrate throughout this guide. Good businesses are built on trust. Good partnerships are built on communication. And both are strengthened when everyone understands what to expect.

Good businesses are built on great relationships. We can't wait to build one with you.

Before We Finish...

If you've made it this far... firstly... thank you. Seriously. We know reading a Client Service Agreement probably wasn't at the top of your bucket list.

Most agreements are filled with complicated language, pages of legal terms and enough fine print to make anyone's eyes glaze over. We wanted to do something a little differently.

Why We Wrote This

This guide isn't here because we expect things to go wrong. It's here because we believe great partnerships begin with clear expectations.

We believe you should know who you're working with. How we work. What you can expect from us. And what we'll need from you. Not because we have to explain it... because we want to.

What We Hope You Take Away

More than anything, we hope this guide has helped you understand the kind of business Found is. A business that believes in conversations before contracts. People before processes. Solutions before sales. And long-term relationships over short-term wins.

Technology will continue to change. Websites will evolve. Marketing will evolve. Artificial Intelligence will evolve. But the way we treat people shouldn't. That's something we never want to lose.

Our Promise

As your business grows, we'll continue learning, adapting and improving alongside you. Sometimes we'll celebrate exciting milestones together. Sometimes we'll help solve unexpected challenges. Sometimes we'll simply answer a quick question.

Whatever stage your business is at... we'll always aim to be approachable. Honest. Helpful. And on your side.

One Small Favour

If there's ever something you're unsure about... ask. If something doesn't make sense... tell us. If we've done something particularly well... we'd love to hear that too.

The best relationships are built on open conversations. We promise to keep listening if you promise to keep talking.

Looking Ahead

We genuinely hope this is the beginning of a long relationship. Not because you've signed an agreement. But because we've earned your trust.

Our goal has never been to simply build websites. Or run advertising. Or improve search rankings. Our goal is to help good businesses feel confident in the digital world. If we can do that... then we're doing exactly what we set out to achieve.

Thank You

From everyone at Found... thank you for trusting us with your business. It genuinely means a lot.

We're excited to be part of your journey and look forward to helping your business grow for many years to come. Welcome to the Found family. Let's build something great together. ❤️

One Last Thought

One day, your business might grow beyond us. You might expand. Merge. Sell. Retire. Or simply head in a different direction.

If that day ever comes, we hope you'll look back and remember Found as a team that genuinely cared. A team that answered your questions. A team that kept things simple. A team that treated your business with respect.

Because while websites, marketing and technology will always change... being good people never goes out of style.

A Friendly Reminder

If you're ever unsure about something... ask. Whether it's an invoice, a website update, marketing results or simply a question about how something works, we'd always rather have a conversation than let uncertainty grow into frustration.

Good communication is one of the best investments both of us can make.