By engaging Twelve Legs Marketing’s services, you acknowledge and accept our terms of service, as outlined below. We reserve the right to update our terms of service at any time without prior notice.

The terms listed below are for informational purposes and do represent a formal contract. Please contact your account manager with any questions regarding your services contract.

CONFIDENTIALITY

Client and Twelve Legs Marketing agree that all materials provided by either party in connection with the Services provided by Twelve Legs Marketing and all materials created by Twelve Legs Marketing in connection with such Services, including but not limited to, any information, regardless of form or medium, disclosed to Client or Twelve Legs Marketing or known by Client or Twelve Legs Marketing as a consequence of, or through performance of the Services by Twelve Legs Marketing including information related to Client, including all business, technical, financial, and any other information (whether in writing, orally or created by any other means), disclosed, created, or exchanged between the Parties pursuant to and in relation to the performance of the Services under the Services Agreement is “Confidential Information.”

TURNAROUND TIME ON REVISIONS AND UPDATE REQUESTS

Depending on the complexity of requests, Twelve Legs Marketing requires a minimum of 2-4 business days turnaround time, unless otherwise communicated with Client.

Any requests received after 2:00 pm MT will be processed on the following work day.

If Client does not provide feedback within one work week on active projects, and causes delay in project execution, we will impose an initial $500 production holdup charge and $100/day production holdup charge for any consecutive day of delay.

If Client fails to provide necessary approval and/or feedback within 30 days project will be deemed completed regardless of the stage of completion and full payment will be due. Any requests after a 30-day lack of feedback will be treated as a new project and require a new contract.

OFFICE HOURS AND COMMUNICATION

Standard office hours are Monday – Friday, 9:00 am – 5:00 pm MT with the exception of holidays.

Any requested support support between 7:00 am – 9:00 am, or 5:00 pm and 10:00 pm MT will be charged at after-hours hourly rate.

Any needed support between 10:00 pm and 7:00 am MT will qualify as emergency support and is subject to emergency hourly rates.

Email is to be the primary form of communication between the Client and Twelve Legs Marketing. The Agent is available for telephone calls only during the office hours. Occasional calls of under 10 minutes are not typically billed to the Client, but the time of both parties must be respected, and calls lasting over 15 minutes will be billed to the Client at an hourly rate.

Services outside of the above specified hours can be pre-arranged and available on request, for evening and weekend work. Twelve Legs Marketing reserves the right to charge an additional 50% of the agreed upon fees for work executed outside of standard work hours.

MEETINGS

Meetings constitute communications via telephone, virtual in-person or in-person, lasting more than 15 minutes.

Zoom (or other virtual meeting space) is to be the primary and preferred form of personal meeting between the Client and Twelve Legs Marketing. Twelve Legs Marketing is available to meet personally only during office hours as specified above, unless agreed upon differently. Any requested meetings will be charged per hour, per employee at an hourly rate. 

Any meeting date and time changes will be requested at least one business week in advance. Any requested calls in a shorter time frame will be treated as urgent requests and will accrue a 50% surcharge on top of hourly rate. Meeting changes requested 4 business days or less before scheduled meeting will incur an hour account management time.

Meetings or calls, which are canceled less than two (2) business days prior to scheduled time or due to no-show will be charged for one hour of account management time and one hour for coordination and rescheduling, at standard service rate of $175/h unless otherwise stated in your agreement.

For physical, in-person meetings, Twelve Legs Marketing requests those are held at the Twelve Legs Marketing office located at 201 E Las Animas St., Unit 109, Colorado Springs, CO 80903. If physical in-person meetings are requested on the Client’s premises, Twelve Legs Marketing reserves the right to add additional travel and time expenses for commutes of more than 5 miles from the Twelve Legs Marketing office.

Agent reserves the right to record meetings and/or calls for documentation and training purposes.

TRAVEL REIMBURSEMENTS

Services requiring travel outside of a 5-mile radius from the Twelve Legs Marketing office will incur additional fees for travel time per Twelve Legs Marketing employee, plus mileage reimbursement at the current year’s federal rate per mile, per vehicle.

KEY ASSUMPTIONS

This document is based on the following assumptions and prerequisites for successful collaboration.

Website Development

1. Design & Architecture
   • The website will be redeveloped based on design inspiration and structural preferences provided by Client.
   • Final architecture and design files (e.g., sitemap, wireframes) must be provided or approved by Client prior to development kickoff.>
     
     
2. Client Participation
   Client agrees to dedicate time to:
   • Review layout options and share preferences;
   • Provide clear guidance on expected visual and functional outcomes before work begins.
     
     
3. Scope Limitations (Standard Projects)
   The standard website development scopedoes not includethe following unless otherwise agreed in writing:
   • Custom design;
   • Copywriting or content editing;
   • Photography or image editing;
   • Videography, animation, or video editing.
   • Please inquire for scoped proposals if these services are required.
     
     
4. Hosting & Domain
   • If Client chooses to host the website independently, full administrative access to the hosting environment must be provided.
   • Client must also provide full access to the domain registrar for necessary configurations.
     
     
5. Third-Party Coordination
   Client will introduce Twelve Legs Marketing to any external IT providers to ensure proper configuration for website-related email functionality (e.g., SMTP, form submissions).
   
   
6. Timeline
   Standard website development projects are estimated to take6–8 weeks, assuming timely feedback and approvals from Client.
   
   
7. Customizations
   • Any custom features, integrations, or functionalities beyond the standard scope will require a separate scope of work.
   • Additional timelines and fees will apply.
     
     
8. Client Collaboration
   • A single point of contact should be designated by Client to represent the organization’s expectations, provide regular feedback, and participate in testing as needed.
     
     
9. Functionality Requirements & QA Process
   For any functional features requested, Client agrees to:
   • Clearly explain the intended functionality and behavior using written descriptions and, when necessary, visual aids such as screenshots, sketches, or screen recordings;
   • Test and confirm that delivered features meet requirements and are free from errors;
   • Provide written feedback with supporting visuals where functionality does not meet expectations.
     
     
10. Feedback & Iteration
    Client understands that website development is a collaborative process. Constructive, detailed feedback—including preferences, examples, and documented notes—is essential for alignment and success.
    
    
11. Browser & Device Support
    

• Agent supports development and testing on the latest versions of major browsers: Chrome, Safari, Firefox.
• The website will be developed to function across the following standard screen sizes:
  
  
  • 320px–480px: Mobile
  • 481px–768px: Tablet
  • 1025px–1200px: Desktop

Additional device or screen size support must be specified prior to project commencement and will incur additional costs.

1. ADA Compliance (Optional Add-On)

• Client may opt in for an ADA compliance license, which includes regular monitoring and adjustments to support accessibility compliance.
• If Client chooses to opt out, the website will not be actively monitored or maintained for ADA compliance.

Website Hosting and Maintenance

• Monthly updates to core website technology (CMS, themes, plugins) to maintain compatibility and security;
• Troubleshooting of minor issues as part of monthly maintenance.
  Client understands that:
• Any third-party technologies in use must be properly licensed for support access;
• Major troubleshooting, performance diagnostics, or compatibility issues may fall outside the scope and will be quoted separately.

Licensed Functionality

The plan includes premium licenses for Twelve Legs Marketing’s standard suite of tools and functionality (e.g., performance optimization, SEO enhancements, security tools).
Client acknowledges that:

• These licenses are limited to Agent’s approved suite;
• Any additional licenses or advanced tools requested will require Client to purchase and maintain their own subscriptions.

Email Support

Client may submit questions or support inquiries via email.

• One-day responses are provided during standard business hours (9:00 AM to 5:00 PM Mountain Time, Monday through Thursday).
• Inquiries submitted outside of business hours above will be addressed the next business day.

Advertising Management

Scope of Management

• Services include ongoing performance monitoring, optimization, budget management, and reporting through a live performance dashboard.
• Management includes Google Ads and display retargeting channels as outlined in the agreed media plan.

Strategy & Recommendations

• All optimization actions and recommendations are based on industry best practices, historical account data, and platform insights.
• Client understands that no specific performance outcomes, cost efficiencies, lead volume, revenue, or return on ad spend are guaranteed.
• Sustainable Google Ads success is achieved through continuous management, testing, budget optimization, and strategic iteration over time.

Communication & Reporting Cadence

• Weekly check-in calls with a dedicated account manager are available up to thirty (30) minutes per session.
• Monthly performance summaries will be provided via email
• Any requested calls will be charged per the hourly rate disclosed in this document

Media & Platform Dependencies

• Agent manages media channel relationships as part of campaign oversight but has no control over platform policies, auction dynamics, algorithm changes, or cost fluctuations.
• All advertising spend is billed directly to Client unless otherwise agreed in writing.

Additional Campaign & Ad Group Setup

Campaign Setup

• Additional Google Ads campaign setup includes definition of objective, budget, and flight dates, up to two (2) ad groups, and one (1) ad per ad group.

Ad Group Setup

• Additional ad group setup includes keyword research, negative keyword development, and one (1) ad per ad group.
• Any additional ads, ad variations, audiences, extensions, or testing beyond the defined scope may require additional fees or re-scoping.

Client Responsibilities

• Client is responsible for timely approvals, feedback, and budget confirmation to support campaign execution.
• Client is responsible for the accuracy, legality, and compliance of all advertising claims, offers, and landing page content.
• Delays in approvals or access may impact campaign timelines and performance.

Performance & Disclosure

• Agent does not guarantee ad performance, rankings, lead volume, conversion rates, or financial outcomes.
• Client acknowledges that campaign results are influenced by market conditions, competition, budget levels, website performance, audience behavior, and platform algorithms beyond Agent’s control.

Google Ads Audit

Access & Data Requirements

• Client must provide full administrative access to their Google Ads account and Google Analytics property.
• Instructions and step-by-step access guidance will be provided upon project kickoff.
• Audit findings are dependent on the accuracy, completeness, and historical depth of data available within Client’s accounts.

Scope of Audit

• The Google Ads Audit is an evaluative service only and does not include campaign management, optimization execution, or ongoing monitoring unless separately contracted.
• The audit will review account structure, keyword strategy, ad copy, bidding, targeting, landing page alignment, conversion tracking, performance metrics, and competitive positioning based on current best practices.

Recommendations & Limitations

• All findings and recommendations are advisory in nature and based on industry best practices, historical account performance, and available data at the time of review.
• Recommendations do not guarantee performance improvements, cost reductions, lead volume, or revenue outcomes.
• Client understands that sustained Google Ads success is driven by active management, testing, budget optimization, and ongoing refinement beyond the audit process.

Performance & Platform Disclosure

• Agent has no control over Google Ads platform policies, auction dynamics, algorithm changes, cost fluctuations, or competitive activity.
• Performance indicators such as CTR, Quality Score, CPA, and ROAS are influenced by multiple external factors including market demand, competition, budget levels, and landing page experience.

Conversion Tracking & Analytics

• Audit insights related to conversions and attribution rely on existing tracking configurations.
• Agent is not responsible for inaccuracies caused by misconfigured, missing, or restricted tracking.
• Any tracking corrections or implementations identified during the audit are considered outside the scope unless otherwise agreed.

Landing Pages & Website Dependencies

• Landing page assessments are limited to relevance, usability, mobile experience, and load speed observations.
• Agent does not guarantee conversion rate improvements tied to landing page recommendations.
• Any website changes required to support ad performance are the responsibility of the Client unless separately scoped.

Client Responsibilities

• Client is responsible for reviewing, approving, and implementing audit recommendations.
• If recommendations are partially or not implemented, Client understands that results may be limited or unaffected.
• Client remains solely responsible for compliance with advertising policies, claims, disclosures, and industry-specific regulations.

Deliverables & Timeline

• The audit will be completed within the agreed-upon audit period once access is confirmed.
• Deliverables include documented findings, prioritized recommendations, and a strategic action plan outlining optimization opportunities and suggested KPIs.

Search Engine Optimization

Access & Setup

• Client must provide administrative access to website, hosting, and backend systems.
• Client must complete initial Google Business Profile (GBP) setup and verification.
• Access to GBP is required for map optimization.

Keyword Strategy & Goals

• Client will prioritize three (3) to five (5) target keywords per quarter.
• SEO success depends on targeting appropriate keywords, maintaining site health, and building authoritative content.
• Each SEO strategy is customized to Client goals, market, and competitive landscape.
• In highly competitive markets, Agent may propose additional monthly budget to expand efforts. If additional budget is not approved, Client understands ranking progress may be limited.

Content & Copywriting

• Copywriting for primary SEO pages is included.
• Copywriting for supplemental content is considered out of scope unless otherwise outlined in the proposal.
• GBP Posts will be generated from existing website content and imagery.

Performance & Limitations

• Ranking improvements typically take four (4) to six (6) weeks to materialize.
• Rankings fluctuate daily; performance should be measured on a monthly basis, not weekly or daily.
• Agent has no control over search engine algorithms, platform updates, or ranking volatility.
• Existing GBP suspensions or poor-quality backlink profiles may require remediation before campaign work can begin. In some cases, these factors may prevent improvements.

Recommendations & Approvals

• Agent will periodically provide recommendations to enhance SEO results. If recommendations are declined, Client understands campaign success may be negatively impacted or delayed.
• All task work is fulfilled on a 30-day cycle. Notifications for approval or completion will be sent automatically.

Map & Local SEO

• Map citations and coverage areas (“map circles”) will expand gradually over the campaign duration.

Email Marketing Management

Content & Inputs

• Client is responsible for providing newsletter topics, source copy, and links to supporting content.
• Client will provide guidance on branding and styling preferences to establish an efficient and consistent editing process.
• If Client wishes to develop email copy and have Agent edit content, Each editing engagement includes Client-provided copy ranging from five hundred (500) to eight hundred and fifty (850) words and includes one (1) rounds of revisions.
• Additional revision requests beyond the included rounds will be billed at a standard rate of $175 per hour, per revision cycle.

Platforms, Access & Licensing

• Agent will work within Client’s selected email marketing platform (e.g., Mailchimp).
• Client is solely responsible for all licenses, subscriptions, usage fees, and costs associated with the email marketing platform.
• Client must provide independent platform access without two-factor authentication tied to personal devices or individual email accounts.
• Client must provide administrative-level access to their WordPress website for blog article posting, if required.

Formatting & Publishing Standards

• Agent will follow the existing newsletter format for all future deployments unless otherwise agreed in writing.
• Agent will follow the existing blog article styling for all content posted to the website.

Deliverability & Compliance

• Client is solely responsible for ensuring that all email recipients have provided proper consent in accordance with applicable laws and regulations, including but not limited to CAN-SPAM, GDPR, and CASL.
• Client is responsible for the accuracy, quality, and legality of all email lists used.
• Agent is not responsible for deliverability issues related to list quality, spam complaints, unsubscribes, sender reputation, domain authentication, or platform-level filtering.
• Client is responsible for maintaining proper domain authentication and sending configurations (e.g., SPF, DKIM, DMARC). Assistance with setup may be scoped separately if requested.

Scope Limitations

• Email list development, list acquisition, segmentation, and list management are not included in this scope. Additional support may be scoped upon request.
• Stock imagery for email newsletters, social media posts, and blog articles may incur additional fees. If Client elects to use royalty-free imagery only, selection may be limited.

Turnaround & Scheduling

• Agent’s standard turnaround time is two (2) business days, excluding weekends and holidays.
• Urgent or expedited requests may incur additional rush fees.

Performance & Disclosures

• Agent will apply industry best practices for content preparation and scheduling.
• Client understands that email marketing performance is influenced by numerous factors outside of Agent’s control, including list health, deliverability, audience behavior, and platform algorithms.
• No monetary outcomes, performance benchmarks, or engagement results are guaranteed.

STANDARD WEBSITE DEVELOPMENT KEY ASSUMPTIONS

• Website will be redeveloped per design inspiration provided by the client – pending outlined commitment on architecture and design files, which will be provided to Agent
• Client is willing to dedicate the necessary time to plan layout, share preferences and provide guidance of expected outcomes before work can commence
• The estimated standard project scope does not include custom design. Please inquire for more information if interested.
• The estimated standard project scope does not include copywriting or editing. Please inquire for more information if interested.
• The estimated standard project scope does not include photography or image editing. Please inquire for more information if interested.
• The estimated standard project scope does not include videography, animation and editing. Please inquire for more information if interested.
• If Client would like to host website on own plan, Client will provide full access to website host
• Client owns domain and will provide full access to domain registrar
• Client will introduce Twelve Legs Marketing development team to any IT providers for the purposes of correctly enabling email sending via the website
• Standard website projects take 6-8 weeks to execute fully
• Any requested customizations will require a separate scope of work, and additional time and resources to plan, develop and launch
• Client can assign a dedicated team member to represent client expectation and participate in regular communication, testing and provide feedback as needed
• For any functionality and features, Client is responsible to:
  • Explain in detail, in words, and when necessary with visual explanations, including but not limited to screenshots, sketches and video recordings, what the expected end goal and behaviors of the requested functionality are
  • Test and confirm delivered solution is operating as intended and with no errors
  • Provide clear direction and feedback, in written form with screenshots or short video recordings when visual explanations are necessary, for any areas that are not functioning as intended or have errors
• Client understands that website development requires time and collaboration and agrees to provide detailed, documented feedback on likes and dislikes, and share examples to guide work
• Agent supports the current and latest versions of main website browsers (Chrome, Safari, Firefox and Edge) and PHP
• Agent develops for the three standard screen sizes:
  • 320px — 480px: Mobile devices
  • 481px — 768px: iPads, Tablets
  • 1025px — 1200px: Desktops, large screens

Any additional screen sizes must be communicated before project begins and will incur additional charges

DATA STORAGE AND REPORTING

• Each platform retains data for a different period of time, which is out of Agent's control.
• Any data retained by the client will we retained for 12 consecutive months leading to current month.
• Agent does not retain data older than 12 months back.
• Agent does not retain any data for any accounts which are inactive due to missed payments or termination of services.

ONE-TIME FEES

The Client is to pay Twelve Legs Marketing a non-refundable advance payment of 50% for any listed “one-time fees” for marketing services. The remaining 50% is to be paid in full to Twelve Legs Marketing by the Client upon successful delivery of the project to the Client.

RECURRING MONTHLY FEES

Any “recurring fees” are to be paid in full to Twelve Legs Marketing, by the Client, at the beginning of the respective servicing period. Twelve Legs Marketing’s performance of services shall begin on the date of receipt of full, valid payment. Full, valid payment will be determined according to the most recent invoice pertaining to the related services and relevant service period between Twelve Legs Marketing and Client. Any and all fees paid by the Client to Twelve Legs Marketing are considered to be a final payment and are nonrefundable. Fees as contemplated in this paragraph do not include one-time fees or reimbursable costs.

MEDIA BUYS AND MANAGEMENT

Unless otherwise stated in your contract and for media buys over $5,000, our standard media buying and management fee is 30% of media spend per channel. For more details, please contact your account manager.

OVERDUE INVOICES

Final Invoices remaining unpaid more than 15 days from the date of transmission to Client will be charged a re-billing fee or finance charges per agreement, whichever is greater.

Any past due invoices, over 60 days will put an account freeze, marking the Client as delinquent with Twelve Legs Marketing, and work will be discontinued.

Once an account is in delinquency, all outstanding and future invoices must be paid in full before work can continue.

Twelve Legs Marketing Plugin Support Policy

1. Overview

This Support Policy outlines what support you can expect from Twelve Legs Marketing, how to get it, and general terms. We may update this policy occasionally—please check this page regularly.

2. Scope of Support

a. What We Support

We provide expert assistance with:

• Setting up, configuring, and using our WordPress plugins.
• Troubleshooting and bug fixes for our proprietary products or deliverables.
• Ensuring compatibility with supported platforms and integrations.

b. What We Don’t Support

Support does not include:

• Custom third-party modifications (unless covered by your agreement)
• Legacy or outdated versions are not officially supported.
• Feature requests or non-urgent change requests.

3. Supported Versions & Compatibility

We follow a software compatibility policy similar to WooCommerce's versioning approach:

• For WordPress-based deliverables, we support the current version and up to one previous version (L-1 support)
• Custom integrations may have their own defined support lifecycle based on project scope.
• Each Plugin has specific requirements of the supported PHP, Wordpress versions. Additionally, there are required minimum versions of MySQL/MariaDb for certain features.

4. Getting Help

• Initial Check: Always consult documentation, FAQs, or guides first—your answer may be there.
• Submitting Issues: Use our support ticket system via support@twelvelegsmarketing.com. Provide clear details, screenshots, and separate tickets for separate issues.
• Status Tracking: Once submitted, you'll receive a confirmation from our team and follow up notes on progress and timelines.

5. Support Channels & Priority Levels

We tailor assistance based on service tiers:

Standard Support: Primarily email-based ticketing, handled during business hours.

Priority or Platinum Support: Available for higher-tier or agency plans; includes dedicated account managers, and faster response times

6. Response Times

Our response times are typically:

Business Days: Responses within 24 business hours.

Weekends/Holidays: May take up to 48 hours.

Priority Plans: Faster SLAs apply (e.g., live chat or same-day response)

7. Access Requirements

Support access depends on maintaining an active subscription / license status

Some software utilizes a relay/proxy provided by Twelve Legs Marketing for connections to a third-party system. Use of this connection requires an active subscription / license. Without the connection, the software will have significant limitations.

8. Modifications & Cancellations

• This policy is active as of January 1, 2024, and we may modify it, with changes posted here
• Changes do not typically affect ongoing support obligations.

9. Escalation Process

If your issue isn’t resolved satisfactorily:

1. Reply to your ticket indicating unresolved status.
2. We’ll escalate based on severity or your service level.
3. For urgent or mission-critical concerns, priority tier clients can reach dedicated account managers directly.

10. The Problematic 1%

We want to provide timely support for the other 99% of our customers – and one way we do this is by not doing business with time wasters. If you take up more time than 99% of our customers (and your requests don’t help us improve our software – i.e. they are not bug reports), we’re not interested in your business. We’d be happy to give you a refund.

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