Satisfaction Guarantee
Our satisfaction guarantee applies to fixed-price projects with a written scope agreed by both the customer and the Supplier. It does not apply to work billed by the hour.
Design drafts. For design work, such as logos and branding, the customer can cancel the order after seeing the drafts if they are not satisfied with them. The customer must tell the Supplier within 14 days of receiving the drafts. If the customer cancels, the Supplier will refund the payment made at the start of the project. The design guarantee is considered fulfilled if the customer approves the drafts, or does not express dissatisfaction within 14 days of receiving them.
Functionality. For websites, applications and other technical work, the guarantee covers whether the delivered work does what was agreed in the written scope.
Reporting period. The customer can report that the delivered work does not perform the agreed functionality within 30 days of delivery, or for websites and applications, within 30 days of going live. The report must be made in writing, for example by email, and describe what does not work as agreed.
Our right to correct. After receiving the report, the Supplier has 30 days to correct the issue. A longer period can be agreed in writing.
When a project is considered failed. A project is considered failed only if the work still does not perform the agreed functionality at the end of the correction period.
What the functionality guarantee does not cover. It does not cover:
- personal preferences, such as style, colour or wording, when the work performs as agreed;
- new requirements or changes to the agreed scope;
- issues caused by content, materials, hosting, third-party services or changes made by the customer or another party;
- the accuracy of every individual output from AI features. AI-generated content can contain mistakes, and the guarantee covers that the agreed functionality, including any agreed review steps, works as specified.
Refund. Fixed-price projects are invoiced in two 50% instalments: the first when work starts, and the second after the customer approves the completed work. If a project is considered failed, the Supplier will refund the first instalment to the bank account specified by the customer. Once the customer has approved the work, no refund is available.
If no report is made within the 30-day reporting period, the work is considered accepted.
Responsibilities of the Customer
The Customer is responsible for all submitted content, including texts and graphic materials. The Customer is also responsible for any content used in the design at their request.
The Customer must respond to requests made by the Supplier via email or other electronic or written means within 14 days. If the Customer cannot be reached within this time, the work is considered approved, and the Supplier has the right to invoice for the work done.
The Customer must maintain professional communication with Hakusana Ltd’s personnel at all times.
During the business relationship and for 12 months after it ends, the Customer must not, without Hakusana Ltd’s prior written consent, directly or indirectly solicit, employ, engage as a contractor, or arrange through a third party to obtain the services of any Restricted Person.
A Restricted Person means an employee or individual contractor of Hakusana Ltd who materially worked on the Customer’s projects or had material dealings with the Customer through those projects within the 12 months preceding the relevant approach or engagement. This includes a former employee or contractor whose relationship with Hakusana Ltd ended within that same period.
This restriction applies regardless of who initiates contact and whether the individual resigns or otherwise leaves Hakusana Ltd before joining or providing services to the Customer. An intervening resignation, termination or engagement through another business does not, by itself, remove the restriction. Hakusana Ltd may consent to an engagement on separately agreed written terms, including a transfer fee.
If the Customer employs or engages a Restricted Person in breach of this clause, the Customer must pay Hakusana Ltd compensation equal to 20% of that person’s gross remuneration for the first 12 months of the engagement.
For employment, remuneration means the agreed gross basic salary and guaranteed cash allowances and bonuses for that period, excluding discretionary bonuses, pension contributions and benefits in kind. For a freelance or consultancy engagement, remuneration means the fees paid or payable for that person’s services during the first 12 months, excluding VAT and reimbursed expenses.
Where the agreed engagement is shorter than 12 months, the calculation will cover that shorter period, with any extensions included up to a maximum of 12 months in total. Any compensation paid under this clause must be credited against damages recovered for the same loss.
Work Approval
The customer is deemed to have approved logo design if the logo is used in any form or the customer informs the Supplier that they have approved it.
The customer is considered to have approved the website implementation if they do not notify the Supplier of any issue within 30 days of the website going live.
Responsibilities of the Supplier
A service by the Supplier is considered faulty if it significantly deviates from what was agreed in the offer. The customer must notify the Supplier of the fault as soon as it is noticed. The Supplier has the right to correct the fault first. For fixed-price projects, the process described in the Satisfaction Guarantee applies. The Supplier's liability is limited to the fees collected for the service.
Billing
Billing occurs in two ways:
Fixed Price Contract: The billing is done in two 50% installments. The first when work starts, the second when the work is completed and approved by the customer.
Hourly Rate Work: Invoices are sent either when 20 work hours are completed or when the required task is finished, whichever comes first.
Payment Terms
Invoices have a 14-day payment term. If a customer has two or more open invoices, work may be paused until all open invoices are fully paid.
Overdue Payments
In the event that an invoice remains unpaid for 21 days past the due date and no agreement has been reached regarding a payment plan, the overdue invoices will be transferred to the International Debt Collection Agency for further action as per our payment terms. The customer will be duly informed if such action is to be taken and will be provided a final deadline by which payment must be received on our account. Failure to resolve the payment issue by this date will initiate the transfer of the overdue invoice(s) for further action.
Other Terms
The customer is responsible for all usage of the website and the logo.
The Supplier has the right to use images of completed work and public feedback from the customer in their portfolio unless otherwise specified by the customer.
The Supplier can register a domain name on behalf of the customer. The Supplier is not responsible for renewing the domain after the first term, unless otherwise agreed.
Legal These terms are governed by the laws of the United Kingdom. Disputes will be settled primarily through negotiations between the Customer and the Supplier. If an agreement cannot be reached, the case will be settled in the local court where the Supplier is based.