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Digital Services

18

Frequently Asked Questions

  • Where can I find your previous legal terms and policies?

    To find previous versions of legal terms and policies, you typically have a few options depending on the organization or website:

    Look for a ‘Versions’ or ‘Archive’ in Every Policy Section

    Many companies (especially those under GDPR or similar regulations) maintain an archive of their privacy policies and terms of service.

    Check for links at the bottom of the website like:

    • “Privacy Policy Archive”
    • “Version History”
    • “Previous Terms”
    • “Legal Updates” 

  • What are third-party products?

    Third-party products are goods, services, software, or tools that are created and sold by a company other than the original provider or platform you’re using. They’re not built in-house by the main brand, but are often integrated or compatible with it.

    Simple Definition:

    A third-party product is any product made by someone else — not by the company providing the main service or platform.

    Examples by Context:

    Software:

    • A plugin developed by a third-party developer for WordPress.
    • An analytics app added to Shopify that’s not made by Shopify.
    • A CRM extension used with Microsoft Outlook but made by another company.

    E-commerce / Retail:

    • A product sold on Amazon by a third-party seller (not Amazon itself).
    • A mobile case sold through Apple’s website, made by a separate brand like OtterBox.

    Hardware / Devices:

    • A charger or battery for your laptop that’s not made by the laptop manufacturer.
    • A replacement screen sold by a repair shop, not the phone brand itself.

    Why It Matters:

    • Compatibility: Third-party products must meet standards to work well with the original system.
    • Trust & Risk: Not always supported or guaranteed by the main brand.
    • Flexibility: Often offer features the main brand doesn’t.
    • Support: Issues with third-party products usually need to be resolved with that product’s provider. 

  • What are support and advisory services?

    Support and advisory services refer to two related but distinct types of assistance offered to individuals, businesses, or organizations to help them operate more effectively. Here’s a breakdown:

    Support Services

    These are reactive or ongoing services focused on solving problems, maintaining systems, or providing help with day-to-day operations.

    Examples:

    • Technical support (e.g., IT helpdesk)
    • Customer service (e.g., troubleshooting a product issue)
    • System maintenance (e.g., server monitoring, bug fixes)
    • Onboarding assistance (e.g., helping new users use software)

    Purpose:

    • Keep things running smoothly
    • Address immediate needs
    • Ensure continuity

    Advisory Services

    These are more strategic, forward-looking, and often consultative in nature. The goal is to offer expert guidance to improve performance, make better decisions, or plan for the future.

    Examples:

    • Business strategy consulting
    • Financial and tax planning
    • Legal advisory
    • IT consulting (e.g., helping choose the right tech stack)

    Purpose:

    • Improve long-term outcomes
    • Make informed decisions
    • Gain a competitive edge

    Combined Example:

    A digital agency might offer:

    • Support: Help you fix a broken website plugin.
    • Advisory: Recommend a long-term SEO or UX strategy based on analytics and market trends. 

  • Definition – Chronic Late Payment Behaviour

    “Chronic Late Payment Behaviour” shall mean any recurring pattern of delayed settlement, regardless of cause, justification, or intent, including but not limited to:

    a) payment of invoices after the contractual due date on two (2) or more occasions within any rolling six (6) month period;

    b) payment completed only after service suspension, escalation, or imminent termination;

    c) repeated requests for extensions, deferrals, or conditional payments;

    d) reliance on internal, third-party, or administrative circumstances as justification for delayed settlement.

    The existence of such behaviour shall be assessed solely on payment timing, not on explanations, fault, or mitigating circumstances. 

Partial Payments & Service Reinstatement

  • Key Summary

    • Partial payment ≠ settlement
    • Settlement = all outstanding invoices paid in full
    • No proportional or temporary reinstatement
    • Linked services are treated as a single risk surface
    • Payment does not override suspension logic 

  • Why is this policy in place?

    This policy exists to:

    • prevent operational and compliance risk;
    • avoid fragmented service execution;
    • ensure fair allocation of capacity and resources;
    • protect infrastructure from misuse or credit exposure.

    Xdemór operates on a risk-controlled, non-credit model. Services are delivered only where financial, operational, and compliance conditions are fully met. 

  • Can services remain on standby after payment?

    Yes.

    If partial payment is made while other obligations remain unresolved, services may remain in standby or suspended state until full settlement is achieved. Payment in such cases does not guarantee immediate execution, scheduling, or prioritisation. 

  • What if I pay a cheaper or smaller invoice to unblock everything else?

    This is not permitted.

    Selective payment of lower-value invoices does not override suspension, escalation, or risk-control measures. Attempts to bypass outstanding obligations through partial payment may result in:

    • continued suspension;
    • escalation under Terms of Service – Clause 9.7 ↗ 
    • reclassification to upfront-only or high-risk billing;
    • extended standby periods without service delivery. 

  • When can a paid service start independently?

    A paid service may start independently only if all of the following conditions are met:

    • the service is fully prepaid and standalone;
    • it is technically and operationally independent from any unpaid services;
    • it involves a separate client, account, environment, or scope;
    • no shared infrastructure, management layer, or historical obligations exist.

    Where any dependency or linkage exists, Xdemór reserves the right to treat services as interdependent for risk and compliance purposes. 

  • Can an upfront service start if an older service remains unpaid?

    No, where services are operationally, technically, or commercially linked, partial settlement does not permit selective service activation. 

    8.5 Upfront Payment Requirement (Non-Subscription & Individual Services) ↗  

    Examples include, but are not limited to:

    • Ads account setup or transition where Ads Management services remain unpaid;
    • One-time configuration services linked to an active or historical management framework;
    • Services delivered within the same account, client environment, platform, or infrastructure scope.

    In such cases, all related services remain on standby until full settlement is completed. 

  • What happens if I have multiple outstanding invoices and pay only one of them?

    Payment of a single invoice applies only to the specific service, scope, and period covered by that invoice.

    If other invoices remain unpaid, no suspended services will be reinstated, even if the paid invoice relates to a new, upfront, or standalone service. 

    Terms of Service, 9.7 Escalation and Final Lock ↗   

  • Does partial payment reinstate suspended services?

    No. Partial payment does not constitute settlement and does not trigger service reinstatement, whether temporarily, proportionally, or conditionally.

    Services remain suspended until all outstanding invoices and related obligations are settled in full, in accordance with Clause 8 ↗ and Clause 9 ↗ of the Terms of Service ↗ 

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