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.
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.”
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.
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 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.
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.
Any additional screen sizes must be communicated before project begins and will incur additional charges
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.
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.
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.
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.
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.
We provide expert assistance with:
Support does not include:
We follow a software compatibility policy similar to WooCommerce's versioning approach:
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
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)
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.
If your issue isn’t resolved satisfactorily:
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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