Terms and Conditions

1. Scope of work

We provide static website hosting, website rebuilds, migrations, DNS setup, domain email setup, backups, uptime checks and related technical support. Work starts from the written scope, quote or package description agreed with the customer.

2. Quotes and third-party costs

Quoted work covers only the items listed in the quote. Domain renewals, paid email seats, paid plugins, licences, stock media, advertising spend, payment processing fees and other third-party charges are billed separately unless stated in writing.

We normally recommend that customers buy and renew domains in their own registrar account. If a customer asks us to help with domain purchase or renewal, the customer remains responsible for the actual registry, registrar and payment-provider charges. Basic and Plus plans add a 10% PhotonMark service fee for this domain handling work. Pro plans waive the PhotonMark service fee, but not the third-party domain cost itself.

3. Payment

Small hosting and care plans are normally billed yearly in advance to keep admin time and payment fees low. Setup, rebuild, migration and manual edit work may require payment before work starts. Monthly billing can be quoted if needed.

4. Customer responsibilities

The customer is responsible for providing accurate business details, lawful content, required approvals, account access and timely feedback. The customer must not ask us to publish misleading, unlawful, infringing, harmful or spam-related content.

5. Domain and accounts

Where possible, domains and third-party accounts should remain under the customer's business ownership. If we help register, renew or manage access, that help does not transfer domain ownership to PhotonMark. The customer should keep their own recovery details, registrar login and billing records.

6. Availability and backups

We aim to keep hosted sites available and backed up according to the agreed plan. Internet, DNS, registry, registrar, Cloudflare, hosting-provider, browser, search-engine and email-provider issues can still affect availability. Backup retention is limited to the relevant plan.

7. Search results and third-party platforms

We can help with technical search basics such as sitemap, robots, structured data, redirects and Search Console setup. We do not guarantee Google rankings, map placement, advertising results, provider approval or third-party platform behavior.

8. Changes, cancellation and refunds

Manual edits, new pages, design changes, DNS repair, copywriting and emergency work are quoted separately unless included in the agreed scope. A customer may cancel future hosting or care renewal. We can provide reasonable handover information when invoices are paid.

Included work time in a care plan can be used for agreed small edits, minor layout changes, DNS or email setup, SEO / AEO fixes, or care follow-up for the same business website. It is not a cash credit, does not reduce third-party fees, and unused time does not normally carry forward unless agreed in writing.

If you cancel within 3 days of purchase and we have not started work, activated hosting, registered or renewed a domain, configured third-party services, or incurred third-party costs, we may refund the payment after deducting payment processing fees.

After that cancellation window, hosting and care plans are paid for the agreed term and are not normally refundable. You may cancel renewal for the next term by giving notice before renewal is due. The current paid term will usually continue until it expires.

We do not refund completed work, work already started, activated hosting time, setup work, migration work, DNS repair, email setup or manual content edits because a customer changes their mind, chooses a different provider, delays feedback, or no longer needs the service.

Domain renewals, registrar charges, paid email seats, paid plugins, software licences, stock media, advertising spend, payment processing fees and other third-party charges are not refundable by us unless the third-party provider refunds them to us.

If we discontinue a paid hosting or care service before the end of the paid term and the customer is not in default, we will refund or credit unused full months for that service. If New Zealand law requires another remedy, we will provide the remedy required by law.

To request a cancellation, refund or credit, email support@photonmark.com with your name, business name, invoice number, payment date and the reason for the request.

9. Legal rights

Nothing in these terms limits rights that cannot be excluded under New Zealand law, including rights under the Consumer Guarantees Act and Fair Trading Act where they apply.

10. Contact

Questions about these terms can be sent to support@photonmark.com.