Terms & Conditions

Project terms and conditions

1. All estimates and quotes are based on our understanding of your requirements and the provided time frame. Any changes to the functionality, including micro-improvements, may result in additional costs. We recommend clarifying our understanding in a face-to-face meeting to avoid discrepancies.
2. Acceptance of a quote signifies your agreement to Directline’ terms and conditions. Acceptance can be verbal, by email, by payment of initiation fees, or by signing a quote.
3. Clients must ensure that all requirements are included in the quotes, proposals, or estimates and that they fully understand their requirements. Clients should provide clear guidelines, including any specific flow or details. If such information is not provided, we will proceed based on our understanding, and any discrepancies arising later may lead to additional costs.
4. Any complexity related to specific tasks must be advised in advance and included in the proposal for cost estimation purposes. We operate in good faith and rely on our clients to disclose the full picture during the quotation process. Directline will not be responsible for any discrepancies arising due to unclear requirements.
5. Limited person-hours are allocated to each task, including Project Management and Digital Strategist/Business Analyst roles. Minor changes may be accommodated within the allocated hours, analyzed on a case-by-case basis.
6. Directline will make every effort to complete the project or implement changes within the given time frame. Reasonable delays due to the redefinition or modification of functionalities will be accepted.
7. Delays on the client’s part may result in a delayed project, extended time frames, and additional costs.
8. Any bugs (programming errors) reported during or just after the development phase will not incur additional charges.
9. Re-work on an already completed task or design changes after design approval will result in additional charges.
10. Modifications requested during development or after Go-Live approval will incur additional charges. All extra work beyond the initial estimates will be billed separately. Directline will not be liable for any delays caused by changes in the project brief.
11. Clients must provide website or application content and all related materials within the first two weeks of the project start date. Delays may result in an extended project timeline and additional charges.
12. Our websites and applications are tested on PCs with near-recent browsers, including IE, Firefox, Chrome, and Safari. For testing on other browsers or devices, please inform us in advance.
13. If your website or application is not hosted on a Directline server, additional person-hours required due to server or network-related issues are not covered in our quotes and may be billed separately.
14. Stalling a project for over two calendar months will incur a $99/week administration fee and may increase previously approved estimates. If you need to put the project on hold, please inform us in writing in advance. To avoid additional charges, we require the account to be updated based on the work completed. Further details can be discussed if necessary.
15. Clients must provide all required data and information within the agreed-upon time frame to ensure project completion. The maximum project age should not exceed one year. After a year, clients have the right to receive a copy of the completed work upon paying the total project amount. Payments made for non-completed or completed projects after a year are non-refundable, and any requests will be treated as new projects.
16. Directline’ software codes (excluding open-source software) are copyrighted by Directline. The codes may be provided at an additional cost once all previous invoices are settled, on the condition that they are used only for modification or further development for the specified client or subsequent owners of that legal entity. Under no circumstances will the codes be allowed for resale or duplication.
17. Directline CMS is a proprietary CMS of Directline. Directline owns the copyrights of all codes written for any client unless prior arrangements are made. Directline grants a license to use any custom-built software for the client’s use only, provided that the hosting fees are paid. Directline CMS cannot be transferred to any external host, including any access to the software codes.
18. The website or software application will be designed for deployment on a commercial-grade web server or a similar setup. Based on your website traffic, performance issues may arise if deployed on a generic office network environment.
19. Depending on the required functionalities, there may be third-party components involved, such as payment gateways or SSL certificates. Although Directline does its best to ensure the suitability of such components, unforeseen limitations of third-party components are beyond our control. Any costs related to third-party components (e.g., SSL, Payment gateway, Google AdWords, plug-in licenses) are not included in our quotes.
20. Directline is not responsible for any open-source products like WordPress, Open Source carts, Joomla, etc. The client is responsible for updating all components and third-party software. We recommend regular backups to prevent disruptions.
21. Directline offers packages in coordination with third-party providers. Changes to the third-party provider’s rules and policies may affect the services we provide or the terms and conditions herein.
22. The client acknowledges that unforeseen circumstances may delay the development process, particularly regarding the integration of third-party software. We will make every effort to complete the project as agreed in the proposal, and the client agrees not to penalize us for genuine delays when every effort is made to adhere to the proposed schedule.
23. Domain registration, renewal, and other related charges are not included in any project or proposal unless specified otherwise. If required, a separate quote will be submitted and approved by the client.
24. Hosting charges are not included in our quotes unless stated otherwise. Directline can organize an appropriate hosting solution if needed; a separate quote will be submitted and approved by the client. Clients who choose to organize their own hosting should consult us before finalizing the hosting type and database, as it should meet the requirements of the technology used for development. We require full access to the hosting support for testing and deploying the application. Directline will not be liable for any delays or errors caused by the hosting company’s direct or indirect actions.
25. Directline typically builds and tests websites/applications on our servers or hosted domains. We do not provide access to our test servers and test websites to clients or third parties. The website/application can be transferred to a nominated third-party server upon full payment of all invoices and dues.
26. Upon full payment of any outstanding invoices, Directline grants the Customer an unconditional license to reproduce, publish, communicate, use, exploit, vary, or otherwise deal with 1) the graphics, 2) texts, and 3) images used in the published website and associated forms and functionality. This does not include intellectual property related to website production, including digital strategies, programming codes, database structures, scripts, forms, or functionalities.
27. All communications and correspondences are typically conducted via email. Clients are responsible for keeping us updated with their relevant email addresses.

Digital Marketing Package or Digital Strategy Package Terms:

1. All digital marketing/strategy packages have a minimum duration of 6 months. Following this period, clients may cancel at any time with a clear one-month email notice.
2. Packages are billed quarterly and are payable by the 1st day of each quarter.
3. Packages are designed to address the Digital Marketing/Strategy needs of our clients. Specific man-hours are allocated each month, and any unused man-hours do not roll over to the next month. No third-party software or marketing expenses are included.
4. Directline employs a fair use policy, which means that although we do not formally carry over any unused time to the next month or accumulate unused man-hours, we understand that client needs may change from month to month and may allow flexibility in good faith on occasion.
5. Any extra hours used may be billed separately. Any urgent tasks may be subject to additional charges.
   6. Support requests must be sent via email to [email protected]

Payment terms:

7. Payments are due by the 1st day of each quarter. We strongly recommend that clients set up a direct debit for the same.
8. An administrative fee of QR 200 will be charged to the client’s account for any late payments or declined credit card charges.
9. There are no refunds for any fees related to the digital marketing/strategy package.

Termination:

10. All digital marketing/strategy packages have a minimum duration of 6 months. Following this period, clients may cancel at any time with a clear one-month email notice.
11. Directline reserves the right to terminate any agreement at any time with written notice to the client.

Basic Annual Maintenance Package Terms:

1. All maintenance packages have a minimum duration of 12 months.
2. Maintenance packages are billed annually but are paid quarterly or semi-annually in advance via bank transfer, cheque, cash, or online payment.
3. Packages may include 12 months of basic website hosting, email hosting, and DNS hosting if explicitly mentioned in the agreement.
4. Packages are designed for website maintenance tasks only. Hours may not be used for projects such as full or partial redesigns or significant functionality add-ons.
5. Packages do not include Digital Strategy, Business Analysis, Solution Architect, SEO, or Digital Marketing work.
6. Work hours are tracked in 30-minute blocks. Each month, support time is used first to take a full backup of your website, then to update your CMS and plugin versions, and finally to address any website issues arising from updates. The remaining hours can be used for website changes. Additional work hours require client approval.
7. Directline employs a fair use policy, meaning that while unused time is not formally carried over to the next month or accumulated, we understand that client needs may change monthly and allow flexibility in good faith on occasion.
8. Extra hours used will be billed separately at $77/hour.
9. Support requests must be sent via email to [email protected]
10. Urgent tasks may be subject to additional charges.
11. Packages are auto-renewed annually on their anniversary date.

Payment terms: For overseas clients:

12. Quarterly or semi-annual maintenance package fees require credit card payment only. No other payment methods are accepted.
13. Monthly maintenance package fees are charged to the client’s credit card on file on the 1st day of every month.
14. A $25 administrative fee will be applied to the client’s account for late payments or declined credit card charges.
15. More than three missed payments in a year may result in package termination and require the client to pay the entire remaining amount immediately.

Payment terms: For local clients (within Qatar):

16. Quarterly or semi-annual maintenance package fees can be paid in advance via bank transfer, cheque, cash, or online payment.
17. There are no refunds for fees related to the monthly maintenance package.

Termination:

18. To cancel the annual auto-renewal, clients must inform Directline in writing (email) at least one month prior to the renewal date.
19. Ongoing term: If a client decides to terminate an ongoing maintenance package for any reason, they must pay the balance amount for the remaining months.
20. Directline reserves the right to terminate annual maintenance at any time with written notice to the client.

For general website design and development projects, Directline employs the following steps:

1. Upon quote acceptance/signoff, an initiation payment is processed to start the project. As required by the project, a Scoping Workshop may be held to discuss requirements in detail.
2. After receiving brand details such as logos, images, and branding materials, a mock-up is provided for review within 5 to 10 working days.
3. Clients can review the design and suggest improvements. Generally, up to 3 to 5 design modifications can be made within the given estimates, depending on the project’s allocated to design and development hours.
4. Once the design is finalized and approved, HTML development commences. At this stage, 3 to 5 banner text and/or images for rotation are generally required.
5. If a Content Management System (CMS) is included in the project, the website will be set up on the selected CMS after HTML development. All content and copy should be provided prior to the development phase.
6. Depending on the time and resources allocated to the project, as much content as possible will be transferred from the old website to the new one. The remaining content can be transferred via the CMS by the client’s designated staff, with instructions provided by Directline.
7. When the site is ready, it is handed over for further review, testing, and/or content uploading or modification.
8. Clients must provide a Go-Live date for the new website or project to be launched.
9. The website can go live within 3 to 5 working days of Go-Live approval, assuming that all accounts are clear. Full payment is required before transferring the website to any external servers.
10. There are limited man-hours allocated to each project. Estimates for projects under $5000 are based on the assumption that they will be completed within eight to twelve working weeks, depending on the project size. Delays may increase project management costs. If clients anticipate longer completion times, they should inform Directline before the project starts.
11. To optimize project team efficiency and avoid unnecessary additional costs, clients are encouraged to provide all necessary details at the start of the project.
12. Clients will be updated via email and/or telephone calls as needed. However, they are encouraged to reach out for project status updates and to keep Directline informed about relevant contact details.
13. Once the website or application is live on the client’s domain, it is the client’s responsibility to perform regular full backups and update all components and third-party software.

Directline values flexibility and adaptability and approaches all requests with a positive attitude. Clients are welcome to discuss changes or ask questions throughout the project. Directline looks forward to working together on each project to ensure success.

Payments / Refund Terms

1. All prices are quoted in Qatari Riyals.
2. Invoices must be processed as per the schedule via the client’s preferred payment method.
3. A surcharge will be applied to payments made via any Accounting Software, charged by the Payment Gateway or PayPal for credit card payments.
4. Milestone payments must be made within five working days of each milestone/schedule unless mutually agreed otherwise. Final payment must be made before the website/application/project goes live.
5. Receipt of payment is deemed as acceptance of the quote, milestone, delivery, project, and terms and conditions.
6. Directline reserves the right to negotiate and refund the appropriate portion of the amount paid by the customer toward the requested service. If a client cancels their order after making payment but before work commencement, 50% of the payment will be refunded. No refunds will be issued if the order is canceled after work commencement. All cancellation requests must be received in writing and sent via regular mail or email. A cancellation request is only considered valid upon confirmation receipt from Directline. Telephone requests for cancellations will not be accepted. After one year from the project approval date, payments made for non-completed or completed projects are non-refundable, and any requests should be considered as a new project.
7. In the event of project cancellation mutually agreed upon between the client and Directline, the client must pay for efforts invested in the project up to the cancellation date.
8. Source code, design, or any other project-related material will not be delivered if the client does not settle the payment.
9. Directline ensures that in case of a project termination on a mutual basis, the client has control of all the work done up to that date.
10. For minor or once-off works, payments must be made either in advance or as per the terms mentioned in the invoice/proposal. If a client requires any changes to the terms, they must inform Directline in writing (emails accepted) within two working days of receipt.
11. Late fees and charges: All outstanding invoices will incur a late payment fee of 10% of the pending amount and an administration fee of $15 per month from the due date. An invoice is deemed outstanding if the payment is still due after 14 days of the due date’s expiry. The client has seven days after the late payment fee is applied to pay the invoice. Failure to pay will result in the outstanding amount being referred to a debt collector. Directline will not be liable for any costs or charges associated with recovering the outstanding amount. Any charges associated with recovering the outstanding amount (debt collectors, administration charges, legal fees) will be referred to the client for processing.
12. Clients should contact Directline immediately upon receiving an invoice or reminder email if they are late with a payment or have any queries regarding the invoice.
13. All communications and correspondences are generally conducted via email. It is the client’s responsibility to keep Directline updated with their relevant email addresses.
14. Any payment relating to a domain name registration renewal, hosting, or any 3rd party products or services purchased on behalf of the client must be paid in full and is non-refundable. For all renewal cancellations, Directline must be notified at least 30 days before the renewal date.
15. Directline generally builds and tests websites/applications on its servers or hosted domains. The website/application will be transferred to the nominated 3rd party server upon full payment of all invoices and dues.

Disputes, Liability and Indemnity

1. In the event of a dispute, Directline reserves the right to charge the client in full for work performed and resources expended in managing the dispute. In such circumstances, Directline may charge the client without honoring any previously applied discounts in good faith. Under no conditions will Directline be liable for damages resulting from misrepresentation or misinformation.
2. Directline reserves the right to refuse service to any client if their requirements do not align with the company’s operating principles and policies.
3. Directline provides its services “as is” without guarantees regarding security or other issues that may lead to data loss, loss of sales, or reputational harm. While Directline strives to protect its systems and servers from hackers, viruses, intruders, and other online and offline threats, the company will not be held liable for any disruption of services caused by such incidents.
4. The relationship between Directline and its suppliers, partners, and subcontractors is independent in nature. No party has the authority to bind, interfere with, or assume or create any obligation or responsibility on behalf of the other, whether expressed or implied.
5. The client shall indemnify and hold harmless Directline, its licensors, content providers, service providers, employees, agents, officers, directors, contractors, and subcontractors (the “Indemnified Parties”) from any breach of these Terms and Conditions or other terms, conditions, policies, or procedures herein. This includes unauthorized use of the Content. The client agrees that the Indemnified Parties will have no liability in connection with any such breach or unauthorized use and shall indemnify and hold harmless the Indemnified Parties from any resulting loss, damages, judgments, awards, costs, expenses, and attorney’s fees. The client shall also indemnify and hold the Indemnified Parties harmless from and against any third-party claims arising from the client’s use of information obtained from Directline.
6. Directline will not be liable for any breach of the agreement caused by circumstances beyond its reasonable control, including but not limited to acts of God, fire, lightning, explosion, war, disorder, flood, earthquake, industrial disputes (whether or not involving their employees), extreme weather, or actions of local or central government or other competent authorities.

Hosting

1. Hosting is an annual charge that must be paid in advance for the entire year unless the client is under one of our Maintenance packages.
2. The client is responsible for renewing the hosting in a timely manner, i.e., before the expiry date. Failure to renew on time may result in loss of files, data, emails, backups, etc. All unpaid hosting accounts are subject to being disabled or deleted from the server.
3. All renewals must be paid at least thirty working days before the expiry date. Directline will not be responsible for issues related to delayed payments.
4. Hosting services are provided on shared and non-shared servers through third-party providers. Directline makes every effort to ensure that our systems and servers are protected from hackers, viruses, intruders, and other online and offline issues. However, Directline will not be held liable for any disruption of services resulting from such incidents.
5. The client is solely responsible for the content stored on and served by the hosting service purchased and the activity of any scripts or email services created under the hosting service. The client must maintain the security of all account passwords, applications, or scripts and ensure that all scripts under the hosting service are free from malicious content that may harm any part of the server, other client accounts hosted, or external systems of visitors viewing the hosted content.
6. In the event of a malware attack, Directline reserves the right to delete files on the hosting service without providing prior notice.
7. Cancellation/Termination:
   a. Hosting cancellation requests must be submitted in writing or by email at least one month before the expiry date. Once the hosting has been renewed, it cannot be canceled and must be paid for the full year.
   b. If hosting is not paid and renewed before the expiry date, Directline reserves the right to disable the hosting and all associated services, including emails and DNS records. Additional charges will apply to re-enable the hosting. Directline will not be responsible for any loss of data, files, emails, backups, restoration costs, etc.
   c. If a hosting account has been canceled/disabled, all files, emails, databases, and backups will be deleted from the server without any notification to the client.
   d. Upon full payment of all invoices, it is the client’s responsibility to request the files subject to the following:
   i. Directline CMS is a proprietary CMS of Directline. Directline owns the copyrights of all codes written for any client unless arrangements are made prior to the project’s start. Directline grants a license to use any custom-built software for the client’s use only. This license is granted when paying for the hosting. Directline CMS cannot be transferred to any external host; this includes any access to the software codes. FTP and Control panel access is not provided if the website is using Directline CMS.
   ii. Directline CMS is a proprietary CMS of Directline and cannot be transferred to any external host.
8. Emails:
9. Clients are responsible for periodically downloading all emails to their computers. Email boxes must be kept within their quota limits. Periodic maintenance may be carried out on the email box, and emails older than six months may be deleted.
   b. Clients must not use email hosting for inappropriate content or other undesired emails, which can result in spamming or infecting the server. In such cases, immediate action will be taken, and the required files and data will be deleted without prior notice.
   c. Directline offers packages in coordination with third-party providers. Changes to the third-party provider’s rules and policies may ultimately affect the services we provide or the terms and conditions herein.
   d. Hosting services are provided on shared and non-shared servers through third-party providers. Directline makes

Domains

1. All domain registrations and renewals must be paid in advance.
2. Expiration of a domain can result in service disruption and loss of the domain. Directline will not be responsible if a domain expires due to non-payment or late payment of the charges. All payments must be made at least seven working days before the expiry date.
3. It is the client’s responsibility to renew their domain names with Directline.
4. All invoices and dues must be paid in full before Directline releases the requested domain name.
5. Directline holds the domains in a common pool account and, as a result, cannot provide access to its domain control panel.
6. Directline offers packages in coordination with third-party providers. Changes to the third-party provider’s rules and policies may ultimately affect the services we provide or the terms and conditions herein. Clients acknowledge and agree that they will comply with any such changes to third-party provider’s rules and policies.

Intellectual Property

1. All content on this website is the property of Directline unless otherwise specified. Directline reserves the right to change the content or policies without any prior notice.
2. Upon full payment of the project and signing the Certificate of Acceptance, project-related copyrights can be transferred to the client at an additional cost. Directline reserves the right to refuse the transfer of ownership under irregular circumstances.
3. Copyrights transferred to the client do not include the rights to re-use the code for another website or re-sell the programming codes for any commercial or non-commercial purposes. In case of business restructuring or ownership change, ownership of the website may be transferred from one owner to another. New owners are not allowed to re-sell or re-use the website for any commercial or non-commercial purpose. Directline CMS is a proprietary CMS of Directline and cannot be transferred to any external host.
4. In the event of a Webmaster change, site owners are not allowed to display credits to the new website unless the website’s functionality and appearance are changed by over 50% from the original work provided by Directline.
5. “Directline” is a trademark of Directline App Development and Marketing, in Qatar, as well as the logo “Directline: Quality – Innovation – Excellence.” Clients, partners, suppliers, sub-contractors, and any other third-party organization or individual are not allowed to use Directline trademarks, including the name, logo, and symbol, in any way, shape, or form without written permission from Directline.

Please note that Directline reserves the right to change the terms and conditions without notice.