Terms of Service

1. Eligibility and Acceptance

You represent that you are legally capable of entering a binding agreement and that you will use the website and services only for lawful business purposes.

2. Scope of Services

We provide Intercom strategy, implementation, integration, optimization, and related advisory services. Specific deliverables, timelines, pricing, and service terms are defined in proposals, statements of work, invoices, or written communication.

3. Client Responsibilities

• You will provide accurate information and timely access to required systems.
• You remain responsible for your business decisions, internal approvals, and legal compliance.
• You warrant that you have rights to all data, content, and materials you share for service delivery.

4. Fees, Invoicing, and Payment

Fees are quoted in writing unless otherwise agreed. Payments are due according to invoice terms. Late payments may result in service suspension until outstanding balances are settled.

Payments are processed by PayPal. We never receive or store your card or bank details; PayPal processes them under its own terms and privacy policy. We record only the amount, currency, payment status, PayPal transaction reference, and the name and email address PayPal returns on the receipt.

• When you submit an order through the client portal, it is reviewed before any payment is requested. We then send you a fixed quote for that specific order. You accept the quote by paying it, and work begins after that payment clears; you are never charged for an order you have not accepted.
• The amount charged is always the amount shown on the accepted order or the package you selected. Prices are calculated on our servers at the moment of payment.
• Delivery begins once payment has cleared, unless we have agreed otherwise in writing.
• Support plans are recurring subscriptions billed monthly through PayPal at the plan price shown, and continue until cancelled.
• All amounts are stated in US dollars unless the order says otherwise, and are exclusive of any taxes, duties, or currency conversion fees your payment provider may apply.

5. Changes, Cancellations, and Refunds

You may request scope changes at any time. Material changes may require revised pricing and timelines.

Before you have paid, you can withdraw an order or decline its quote from the client portal at any time. This closes the order immediately and costs you nothing, because no payment has been taken.

Once you have paid, you can request cancellation from the client portal at any point before you confirm the work as complete. A cancellation request is reviewed rather than applied automatically, and we will respond to discuss the state of the work and what refund, if any, is appropriate.

• If we agree to cancel a paid order before you have confirmed completion, the agreed refund is returned to the PayPal account used for the original payment. PayPal decides how long it takes to appear on your statement.
• Confirming an order as complete in the client portal is your acceptance of the delivered work. After that confirmation the order is closed and the payment is final and non-refundable, except where applicable law says otherwise.
• Where work has been partially delivered, any refund may be reduced to reflect the work already performed. We will set out that calculation in writing before refunding.
• Support plan subscriptions can be cancelled at any time from your PayPal account. Cancelling stops all future payments; the current billing period is not pro-rated and is not refunded.
• Nothing in this section limits any statutory rights you have that cannot be excluded or restricted by agreement.

6. Intellectual Property

Each party retains ownership of pre-existing intellectual property. Upon full payment, you receive a non-exclusive, perpetual license to use delivered work product for internal business purposes, unless otherwise agreed in writing. We may retain general know-how and reusable methodologies that do not disclose your confidential information.

7. Confidentiality

Both parties will protect confidential information and use it only to perform obligations under these Terms and related service agreements. This obligation survives termination.

8. Third-Party Platforms and Tools

Services may involve third-party platforms, including Intercom, and integrations. We are not responsible for third-party outages, policy changes, API limits, pricing updates, or platform decisions outside our control.

9. No Guarantee of Results

We use commercially reasonable efforts and professional judgment, but we do not guarantee specific business outcomes, revenue increases, conversion rates, or operational results.

10. Warranties Disclaimer

To the maximum extent permitted by law, the website and services are provided as is and as available without warranties of any kind, whether express, implied, statutory, or otherwise.

11. Limitation of Liability

To the maximum extent permitted by law, we are not liable for indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, goodwill, or business interruption. Our aggregate liability arising from or related to these Terms and services will not exceed the amounts paid by you to us for the specific services giving rise to the claim in the six months preceding the event.

12. Indemnification

You agree to defend, indemnify, and hold us harmless from claims, liabilities, and expenses arising from your misuse of the website or services, breach of these Terms, or violation of third-party rights.

13. Term and Termination

These Terms remain in effect while you use the website or services. Either party may terminate service engagements as provided in applicable service agreements. Sections that by their nature should survive termination will remain in effect.

14. Governing Law and Dispute Resolution

These Terms are governed by the laws of Kenya, without regard to conflict of law principles. The parties will attempt good-faith resolution of disputes before filing formal legal action in a court of competent jurisdiction.

15. Changes to These Terms

We may update these Terms from time to time. Updated Terms become effective when posted on this page. Continued use of the website or services after updates constitutes acceptance of the revised Terms.

16. Contact

Questions about these Terms can be sent to contact [at] nevilpaul.com.