Menu
Menu

Marketing Partner

Policies

This Warranty Policy is designed to ensure transparency and trust between our company (“Provider”) and our clients (“Customer”). It outlines the scope of our warranty coverage, potential risk levels for both parties, and the resolution process for each category of services.

I. Website Services​

1.1 Services Covered​

– Web Design (Basic $500, Advanced $800)
– Website Maintenance (Care Package $180/month, minimum 3-month commitment)
– Hosting & Support

1.2 Warranty Period

– Web Design: Project completion is 7–10 days for layout and functions. Image processing may take 15–20 days, depending on the volume. Within 1 month, the website will be finalized and ready to run.

– Hosting: All websites include 1-year free warranty and hosting. From the second year, hosting fees will apply. If the client wants to move the website to their own hosting after the first year, we will provide support for the transfer.

1.3 Warranty Coverage

Warranty Coverage Summary
Covered (Included) Not Covered (Excluded)
  • – Fixing design or coding errors caused by our team.
  • – Website downtime caused by our hosting/server.
  • – Layout or feature bugs found in the final version.
  • – Issues caused by third-party apps/plugins not provided by us.
  • – Downtime caused by external hosting or customer misconfiguration.
  • – Customer's failure to renew domain or hosting.

1.4 Risk Levels

Risk Classification and Responsibility - Fixed Display
Risk Type Provider Responsibility Customer Responsibility
Low Risk – Minor bugs or UI issues. Fix within 5 business days. Report issues promptly.
Medium Risk – Partial website downtime due to internal error Restore functionality within 24 hours. Provide admin access immediately.
High Risk – Total site outage due to hacking or external attack. Full recovery support only if hosting is managed by us. Maintain security for external hosting.

2. E-Commerce Solutions

2.1 Services Covered

– E-Com Basic: Initial store setup and product listing on platforms such as Amazon, Etsy, eBay, Walmart or Ecomerce on your Website
– E-Com Pro: Full setup plus marketing integration, analytics, and conversion optimization.
– E-Com ProMax: Complete store management, from setup to scaling and advanced automation.

2.2 Warranty Period

60 days from the final handover for all technical and functional issues related to store setup, platform integration, and automation tools.

2.3 Warranty Coverage

Key note:

– The warranty does not cover mistakes made by the customer during daily operations, such as accidental deletion of listings or policy violations.
– Customers are responsible for maintaining proper order handling and compliance with Amazon’s rules to protect account health.

2.4 Specific Platform Risks & Resolutions

E-commerce Risk and Responsibility Matrix - Responsive
Platform Risk Level Example Risks Our Responsibility Customer Responsibility Resolution Commitment
Amazon High
  • – Account suspension due to policy violations.
  • – Late Shipment Rate increase caused by delayed shipping.
  • – Listing removal due to Content Policy Violation.
  • – Customer accidentally deleting all listings, resulting in permanent data loss.
  • – Provide standard operating procedures (SOPs) and training to ensure Amazon policy compliance.
  • – Monitor technical integrations and API errors.
  • – Support data recovery from backups (if available).
  • – Assist in preparing appeal documents for suspended accounts.
  • – Fully comply with Amazon policies in daily operations.
  • – Ensure handling time is accurate to prevent Late Shipment Rate issues.
  • – Do not delete or modify listings without proper backups.
  • – Avoid uploading prohibited content that violates Amazon’s Content Policy.
  • – Emergency response within 12 hours to restore basic operations.
  • – Provide appeal preparation assistance within 48 hours if an account is suspended.
  • – Deliver a remediation roadmap to protect account health.
Walmart Medium
  • – Order management delays due to Walmart's strict SLA policies.
  • – Listing removal due to incorrect product categorization.
  • – Increased order cancellation rates.
  • – Provide detailed training on Walmart-specific policies.
  • – Monitor order data and product categorization accuracy.
  • – Deliver regular error reports and corrective recommendations.
  • – Maintain operations and shipping processes according to Walmart's SLA.
  • – Ensure accurate product categorization.
  • – Respond promptly to Walmart error notifications.
  • – Respond within 24 hours to any SLA-related issues.
  • – Correct product data within 48 hours.
  • – Provide clear post-resolution reports to the customer.
eBay Medium
  • – Listings flagged due to prohibited products.
  • – Seller performance metrics drop due to operational issues.
  • – API disconnections, leading to inaccurate inventory or data mismatches.
  • – Continuously monitor inventory sync and API health.
  • – Provide compliance guidance for eBay policies.
  • – Avoid posting prohibited or restricted products.
  • – Ensure product information is accurate and transparent.
  • – Immediately notify us of any detected sync errors.
  • – Fix sync errors within 48 hours.
  • – Issue violation alerts within 24 hours of detection.
  • – Provide step-by-step guidance for remediation.
Etsy Medium
  • – Trademark or copyright infringement.
  • – API sync failures causing delayed or missed order updates.
  • – Poor shop performance due to incorrect SEO or product tags.
  • – Monitor and maintain API system stability.
  • – Provide SEO optimization for products.
  • – Send alerts when potential risks are detected.
  • – Ensure all product content is legal and does not violate trademark or copyright laws.
  • – Verify descriptions and tags before posting.
  • – Report issues promptly when identified.
  • – Fix API issues within 48 hours.
  • – Complete SEO updates and optimizations within 5 business days.
  • – Provide detailed reports after each fix.
Other Platforms Case-by-case
  • – Unique policies and API requirements creating complexity.
  • – Risk of violations due to unfamiliar rules.
  • – System errors outside our direct control.
  • – Assess the platform before implementation.
  • – Propose appropriate technical solutions.
  • – Provide tailored policy consultation.
  • – Provide complete and accurate requirements upfront.
  • – Ensure full compliance with legal and platform-specific rules.
  • – Cooperate during testing and implementation.
  • – Warranty coverage and resolution policies will be negotiated and specified in the contract before the project begins.

2.5 General Warranty Principles

Responsibility and Commitment Summary - Fixed Display
Factor Details
Our Responsibility
  • – Warranty covers technical errors, system integration failures, and sync issues caused by our team.
  • – Provide documentation, training, and guidance for compliance with platform policies.
Customer Responsibility
  • – Comply with platform rules (Amazon, Etsy, eBay, Walmart, etc.).
  • – Ensure all product content is legal and delivered on time.
  • – Do not delete or modify data without backups.
  • – Report any incidents promptly with full details.
Resolution Commitment
  • – Investigate and resolve reported issues within agreed timelines.
  • – Maintain transparent communication during troubleshooting.
  • – Offer corrective actions, backups, or partial credits depending on the case severity.
  • – Continuously improve campaign and system performance to prevent recurrence.

Key Notes

For any e-commerce platform not listed above, the warranty coverage, scope of work, and responsibilities will be clearly defined and agreed upon during contract negotiations before the project begins.

3. Marketing Services Policy

3.1 Services Covered​

Applies to all marketing service packages provided by the company:

  • Marketing Basic

  • Marketing Pro

  • Marketing ProMax (comprehensive, full-channel package)

3.2 Warranty Period

– 30-day warranty for technical issues related to campaign setup, tracking system configuration, and reporting.

– No warranty for specific ROI results (Return on Investment), as they are affected by external factors, including:

  • Competitor activities.
  • Changes in advertising platform algorithms (Facebook, Google, TikTok, Amazon Ads, etc.).
  • Market trends or seasonal factors.

3.3 Warranty Coverage

Ad Campaign Coverage Summary
Covered (Included) Not Covered (Excluded)
  • – Technical setup of ad campaigns, tracking pixels, and reporting tools.
  • – Errors caused by incorrect configuration from our company when deploying on advertising platforms.
  • – Accurate reporting and analysis as per contract.
  • – Performance results such as clicks, orders, or revenue.
  • – Ad content that violates platform policies provided by the client.
  • – Ad account suspension due to the client's policy violations or non-compliance.

3.4 Risk Levels

Ad Campaign Risk Analysis
Risk Type Specific Examples Root Causes Risk Level
1. Violation of ad content policies
  • – Ad images or content violate platform policies.
  • – False or misleading claims (false claims).
  • – Using copyrighted images without permission.
  • – Client provides unchecked content.
  • – Lack of thorough policy review before running campaigns.
 Very High
2. Products/ services prohibited or restricted from advertising
  • – Health-related products, financial services, or sensitive industries.
  • – Examples: weight-loss drugs, alcohol, P2P finance, unlicensed crypto services.
  • – Platform has a prohibited/restricted items list.
  • – Client fails to provide valid licenses or documentation.
 Very High
3. Violation of ad account policies
  • – Creating multiple ad accounts to bypass restrictions.
  • – Using invalid payment methods.
  • – IP or device flagged by the platform as “suspicious.”
  • – Poor account management practices.
  • – Not following standard procedures when setting up accounts.
 High
4. Tracking and data measurement errors
  • – Pixel, tags, or tracking tools incorrectly installed.
  • – Data not synced between website and advertising platform.
  • – Technical errors during implementation.
  • – Client manually edits system without prior notice.
 Medium
5. Unoptimized budget or scheduling
  • – Budget burned too quickly with no results.
  • – Budget too low, preventing campaign distribution.
  • – Lack of a proper budget management strategy.
  • – Failure to optimize bidding or targeting.
 Low

3.5 Responsibilities of Both Parties

Key Responsibilities Summary - Fixed Display
Party Key Responsibilities
Company (Us)
  • – Accurate technical setup (pixels, tracking, accounts, reporting).
  • – Review and flag content at risk of policy violations before campaigns go live.
  • – Continuously monitor technical metrics to detect issues early.
  • – Provide budget and allocation strategy recommendations.
Client
  • – Provide legal and compliant content that does not violate platform policies.
  • – Ensure products/services have valid licenses.
  • – Make timely payments to avoid campaign interruptions.
  • – Do not make unauthorized edits to accounts or tools without prior notice.

3.6 Comprehensive Table: Risk Levels, Resolution Time & Responsibilities of Both Parties

SLA Incident Resolution Matrix - Final Fix
Risk Level / Type of Incident Response Time Resolution Time Company Responsibilities Client Responsibilities
Critical (Account suspension, website down) 12 hours 24–48 hours Support by guiding and preparing appeal documentation for the advertising platform. Comply with platform policies, avoid intentional violations; provide necessary documents and information for the appeal process.
Low Risk (Tracking errors, data reporting issues, minor synchronization errors) Within 24 hours 2–3 business days Check and fix the issue within 3 business days. Provide access, accurate data, and timely information to support the resolution process.
Medium Risk (Campaign misconfiguration causing budget waste) Within 24 hours 3–5 business days Provide partial refund or compensate with equivalent services; advise on optimization solutions. Immediately pause the campaign once the issue is identified and cooperate with the company to resolve it.

3.7 Important Notes

  • For sensitive industries such as healthcare, finance, crypto, or other restricted services, warranty policies will be negotiated separately in the contract due to their very high risk.

  • If an ad account is permanently disabled due to client actions (e.g., intentionally running prohibited products), the company bears no responsibility for warranty coverage.

  • Clients must submit content and product details for review at least 48 hours before campaign launch to minimize the risk of account suspension or campaign rejection.

4. Enterprise Package Policy

4.1 Services Covered

  • The Enterprise Package includes a comprehensive solution combining Website Development, E-commerce Solutions(Amazon, eBay, Etsy, etc.), and Marketing Services.
    This package is designed for businesses seeking a unified digital ecosystem with streamlined management and full strategic support.
  • The Enterprise Package follows the same policies applied to each individual service as outlined in the Website, E-commerce, and Marketing sections above.

4.2 Warranty Policy

  • The warranty for the Enterprise Package covers all included services, following the same rules and conditions defined in the individual service sections.

  • During the first year, all hosting fees are free. From the second year onward, hosting will be billed according to our standard pricing.

  • If the client wishes to migrate hosting to their own provider after the warranty period, our team will provide support for a smooth transition.

4.3 Responsibilities

General Responsibilities Summary
Company Client
  • – Provide end-to-end technical support across Website, E-commerce, and Marketing.
  • – Monitor and detect potential risks early.
  • – Deliver clear communication and resolution plans for any incidents.
  • – Provide accurate and legal content, products, and account information.
  • – Follow platform rules (Amazon, Google, Meta, etc.) to avoid penalties.
  • – Make timely payments for service renewals and campaigns.

4.4 Incident Resolution

Critical Incident Resolution - Fixed Display
Issue Type Response Time Resolution Time Action Plan
Critical (Account suspension, website down) 12 hours 24–48 hours Immediate priority response to restore access and submit appeals to platforms.
Technical errors (Tracking, data sync issues) 24 hours 2–3 working days Identify and fix technical problems with minimal disruption.
Performance or optimization issues 48 hours 3–5 working days Review strategies and provide optimization plans.

4.5 Exclusions (Not Covered)​

The following cases are not covered by the warranty:

  • Client deletes product listings without backups, causing permanent data loss.
  • Client fails to ship on time according to Amazon handling time, leading to late shipment violations.
  • Client uploads policy-violating listings or ads, resulting in account suspension.
  • Advertising campaigns run for banned or restricted products.
  • Unauthorized changes made to websites, accounts, or marketing systems without prior notice.

4.6 Final Clause

“By purchasing the Enterprise Package, the client agrees to all terms and policies outlined for Website, E-commerce, and Marketing services. Any new platforms or customized services will have their policies determined during contract negotiations.”

0
    0
    Your Cart
    Your cart is emptyReturn to Shop
    Continue Shopping