Fair Usage Policy

01Purpose

Our ongoing plans — website care, local SEO, Google Ads management and social media — are priced as flat monthly fees so you never watch a clock. That only works if usage stays within what the fee was designed to cover. This policy sets out what “reasonable” means, so both sides know where the lines are before they matter.

This policy forms part of our Terms of Service. Your proposal or service agreement takes precedence if the two conflict.

02What it applies to

• Website care plans — hosting, updates, security, backups and small content changes.
• Local SEO plans — including work carried out under the 90-day rank guarantee.
• Google Ads / PPC management — campaign build, daily optimisation and reporting.
• Social media plans — content calendar, creative, community management and paid social.

One-off projects, such as a website build, are governed by their statement of work rather than this policy.

03What a plan reasonably includes

• Change requests. Small content and layout changes — a new photo, updated hours, a price change, a new team member — up to a set number of change requests each month, agreed in your plan. New pages, new features and redesigns are quoted separately.
• Revisions. Two rounds of revisions on each piece of creative, post batch or landing page. Further rounds may be billed at our standard rate, quoted and agreed in writing first.
• Support. Replies within one business day, Monday to Friday, 9am–6pm Pacific. Genuine emergencies (site down, account suspended) are handled as a priority at any time.
• Reporting. One monthly report per plan, plus reasonable ad-hoc questions about it. Custom dashboards or additional reporting formats are quoted separately.
• Meetings. A scheduled monthly review call of up to 45 minutes. Additional strategy sessions can be booked at a rate agreed in advance.

04Content, approvals & access

Plans assume you provide raw material — photos from jobs, product details, approvals — within a reasonable time. Approvals not received within five business days are treated as approved so that schedules hold, unless you tell us otherwise.

We work inside accounts registered in your name. Removing our access, changing passwords without telling us, or letting a third party alter the site, profile or campaigns while we are responsible for them may pause the plan and any guarantee attached to it.

05Advertising budgets

Ad budget is paid by you directly to Google, Meta or the relevant platform and is separate from our management fee. Management fees cover a monthly spend of up to a monthly ad spend ceiling set out in your service agreement; above that, fees are agreed in advance. We will never increase your budget without your written approval.

06Prohibited use

We will not build, promote or manage:

• Anything unlawful, defamatory, deceptive, or infringing someone else’s rights
• Content or products restricted by Google, Meta or the platforms we work on, where that restriction cannot be resolved
• Spam, unsolicited bulk messaging, fake reviews, or attempts to manipulate rankings against platform rules
• Material that is discriminatory, harassing, or that puts other people’s data at risk

If we discover a plan is being used for any of the above, we may suspend work immediately and end the engagement under the Terms of Service.

07If a plan is exceeded

If usage regularly runs beyond what a plan includes, we will tell you first — never a surprise invoice. Then we will offer one of three things: move the extra work to next month, quote the extra work at our standard rate, quoted and agreed in writing first, or move you to a plan that fits. We will not bill for overage without your agreement in writing.

08Changes

We may update this policy as our plans change. The date at the top of this page shows when it was last revised. Changes do not reduce what an existing plan includes until its next renewal.

09Contact

Not sure whether something is covered? Ask before you assume — call (800) 519-0018 or use our contact form.