Enquire

Terms and Conditions

IMPORTANT NOTICE: These Terms and Conditions may be amended by Online Officer at any time without prior written notice. Any such amendments shall supersede and replace the original terms set forth in the executed service agreement between the Agency and the Client.

1. GENERAL TERMS

1.1 Scope and Service Limitations

All services provided by Online Officer (“ONO,” “Company,” “we,” or “us”) are strictly limited to the specific inclusions detailed within the Client’s selected service plan (ESSENTIALS, STANDARD, PLUS, or VIP) or explicitly contracted add-on services.

Service Boundaries:

  • Each service plan covers one (1) business domain and associated website only
  • All specified limits (including but not limited to page optimizations, campaigns, and email sends) apply per calendar month unless expressly stated otherwise
  • Unused monthly service allocations do not carry forward to subsequent billing periods unless explicitly agreed upon in writing
  • Client remains solely responsible for all advertising expenditures and third-party tool subscriptions (including but not limited to email marketing platforms and conversion rate optimization tools) unless specifically included within the selected service plan

1.2 Plan Modifications

Downgrades: Upon Client’s request to downgrade their service plan, the existing higher-tier plan shall remain in full effect until the conclusion of the current billing period. The lower-tier plan and corresponding reduced pricing shall commence at the beginning of the subsequent billing cycle. No refunds, credits, or pro-rated adjustments shall be issued for the remainder of the current billing period.

Upgrades: Upon Client’s request to upgrade their service plan, the existing lower-tier plan shall be immediately superseded by the higher-tier plan upon ONO’s confirmation of the upgrade request. Client shall be invoiced for the pro-rated difference between the new higher-tier plan and the existing lower-tier plan for the remainder of the current billing cycle. Subsequent billing cycles shall reflect the full monthly fee of the upgraded plan. ONO shall apply appropriate pro-rated credits for any unutilized portion of the previous plan’s payment toward the upgraded plan’s cost for the current billing period.

1.3 Scope Exclusions

Services and deliverables not explicitly enumerated in the Client’s chosen service plan—including but not limited to organic social media management, dedicated human copywriting services, graphic design, custom web development, and other specialized services—are considered outside the scope of the contracted services and may be quoted and charged separately as add-on services.

1.4 Contract Documentation

A complete copy of these Terms and Conditions shall be provided to the Client for review prior to contract execution.

2. SERVICE DELIVERY

2.1 Account Management

Upon service commencement, each Client shall be assigned a dedicated account manager who serves as the primary point of contact and is a qualified marketing specialist responsible for overseeing at least one of the four core services included in the Client’s selected plan.

2.2 Service Implementation

Services and deliverables shall be implemented by ONO’s qualified team, which includes the assigned account manager and additional specialist team members as required. A comprehensive strategic consultation shall be conducted during the onboarding process to establish optimal strategies for achieving the Client’s stated business objectives.

2.3 Service Flexibility

Clients may elect not to utilize one or more of the four core services (Search Engine Optimization, Pay-Per-Click Advertising, Email & SMS Marketing, or Conversion Rate Optimization) included in their selected plan. However, such election shall not result in any reduction of the monthly service fee. In such instances, ONO shall strategically reallocate available service hours to maximize the impact of the remaining active services in furtherance of the Client’s marketing objectives.

2.4 Service Hour Guidelines

To ensure optimal results within each service plan, ONO has established the following weekly service hour guidelines:

  • ESSENTIALS Plan: Up to fifteen (15) hours per week
  • STANDARD Plan: Up to twenty-five (25) hours per week
  • PLUS Plan: Up to forty (40) hours per week

These guidelines serve as capacity management benchmarks rather than strict limitations and are not subject to detailed tracking. ONO prioritizes high-impact strategic work over task volume completion.

2.5 Capacity Management

In the event that Client requests exceed typical service scope and ONO’s team is operating at full capacity, certain requests may be deferred to subsequent periods. ONO shall proactively communicate with Client to establish task priorities and discuss potential solutions, including but not limited to deferring non-critical tasks, upgrading service plans, or implementing a custom VIP plan arrangement.

3. CLIENT RESPONSIBILITIES

3.1 Financial Obligations

Client is solely responsible for all advertising budgets, media spend, and external service costs, including subscriptions for required third-party tools (such as CRM systems and email marketing platforms), unless such costs are explicitly included within the selected service plan. All advertising budgets must be maintained and funded separately from ONO’s professional service fees.

3.2 Information and Access Provision

Client shall provide all necessary information, access credentials, and data required for timely and effective service implementation, including but not limited to:

  • Complete product or service information
  • Marketing and promotional materials and specifications
  • Website administrative access
  • Access credentials to relevant marketing platforms and tools

3.3 Approval Processes

Client is responsible for timely review and explicit written approval of all creative assets (including advertisement copy, designs, and email content), marketing campaigns, landing pages, and other deliverables requiring Client consent. Delays in providing necessary approvals may directly impact campaign implementation timelines, and ONO shall not be held liable for delays resulting from Client’s failure to provide timely approvals.

4. PERFORMANCE REPORTING AND DISCLAIMERS

ONO provides professional digital marketing services designed to support Client’s marketing and business objectives but does not guarantee specific results, performance metrics, or return on investment (ROI). Monthly performance reports shall be provided to Client as part of standard service delivery.

External Factors: Client acknowledges that external factors including but not limited to market conditions, competitive landscape changes, seasonal fluctuations, and economic conditions may significantly impact marketing performance and results.

5. SEARCH ENGINE OPTIMIZATION (SEO) TERMS

5.1 Service Overview

ONO’s SEO services are designed to provide continuous optimization to enhance Client’s organic search visibility and drive targeted website traffic through comprehensive search engine optimization strategies.

5.2 Page Optimization Limits

Continuous optimization efforts shall be applied to a specified number of unique web pages per calendar month based on Client’s selected service plan:

  • ESSENTIALS: Up to one hundred (100) pages per month
  • STANDARD: Up to five hundred (500) pages per month
  • PLUS: Up to fifteen hundred (1,500) pages per month

Definition: A “page” is defined as any unique web page that may be optimized for one or more keywords relevant to Client’s business operations.

Optimization Scope: Continuous optimization encompasses keyword research, on-page optimization, technical SEO implementation, link building activities, and ongoing performance monitoring. Pages exceeding the monthly limit for Client’s current plan shall not be included in optimization efforts.

5.3 Link Building Services

Basic Link Building (ESSENTIALS & STANDARD Plans): Includes foundational link building efforts such as directory submissions and basic broken link outreach campaigns.

Proactive Link Building (PLUS Plan): Encompasses intensive outreach campaigns and strategic relationship building efforts for enhanced link acquisition.

Limitations:

  • ESSENTIALS & STANDARD Plans: Complex or highly specialized link-building campaigns requiring significant third-party expenditures or extensive manual outreach beyond standard industry practices are excluded from base service offerings.
  • PLUS Plan: While proactive link building is included, major link-building campaigns requiring dedicated external budgets (such as paid link placements, specialized tools, or extensive manual outreach beyond allocated service hours) fall outside the scope of monthly service fees and require separate budget allocation by Client.

5.4 Content Creation (AI-Assisted)

Blog Posts: Blog post creation is limited per calendar month based on service plan:

  • ESSENTIALS: One (1) blog post per month
  • STANDARD: Up to two (2) blog posts per month
  • PLUS: Up to three (3) blog posts per month

Blog posts typically range from 800-1,500 words, are generated using AI assistance, and undergo human editorial review for quality assurance and brand alignment. Blog posts are created for SEO and brand presence purposes and do not count toward monthly page optimization limits.

Landing Pages: Marketing-focused landing pages shall be created or updated using AI copywriting tools as necessary to support Client’s SEO strategy, limited to pages directly supporting marketing objectives.

6. PAID ADVERTISING (PPC) TERMS

6.1 Service Overview

ONO’s Pay-Per-Click (PPC) services focus on professional management and optimization of paid advertising campaigns across multiple digital platforms to drive targeted traffic and conversions.

6.2 Campaign Management and Scope

Active Campaign Definition: An “active campaign” consists of one or more advertisement groups running simultaneously on a single advertising platform.

Management Services Include: Campaign setup, bid management, performance monitoring, and ongoing optimization strategies.

Supported Platforms: ONO manages campaigns on major advertising platforms including but not limited to Google Ads, Meta Ads (Facebook/Instagram), TikTok Ads, and LinkedIn Ads. Additional platforms may be supported on a case-by-case basis subject to ONO’s discretion.

6.3 Plan-Specific Service Limits

Services are limited to specified numbers of active campaigns per month across defined platform quantities based on Client’s selected service plan:

  • ESSENTIALS: Up to two (2) active campaigns per month on one (1) platform
  • STANDARD: Up to five (5) active campaigns per month across two (2) platforms
  • PLUS: Up to ten (10) active campaigns per month across multiple platforms

Advertisement and Landing Page Creation Limits:

  • ESSENTIALS: Up to six (6) advertisements and six (6) advertisement landing pages
  • STANDARD: Up to fifteen (15) advertisements and fifteen (15) advertisement landing pages
  • PLUS: Up to thirty (30) advertisements and thirty (30) advertisement landing pages

Additional campaigns, platform integrations, advertisements, or landing pages beyond specified limits shall incur additional charges as determined by ONO.

6.4 Monitoring and Optimization Levels

Standard Monitoring (ESSENTIALS & STANDARD Plans): Includes routine weekly or bi-weekly optimization efforts and performance adjustments.

Advanced Monitoring (PLUS Plan): Incorporates frequent optimization adjustments, A/B testing protocols, and comprehensive funnel analysis for enhanced campaign performance.

6.5 Client Responsibilities and Service Exclusions

Advertising Expenditure: ONO’s services cover campaign management and optimization only. Client remains solely responsible for all advertising budgets, which are paid directly to respective advertising platforms and are separate from ONO’s professional service fees.

Creative Assets: Client is responsible for providing all necessary creative assets for advertisements, including images, videos, and brand logos. ONO may assist with basic advertisement copy creation within the scope of specified advertisement limits.

Excluded Services: Complex graphic design, video production, and advanced creative development services are not included in standard service plans and require separate add-on service agreements.

7. EMAIL AND SMS MARKETING TERMS

7.1 Service Overview

ONO’s email and SMS marketing services focus on developing, executing, and optimizing direct communication campaigns to engage Client’s target audience and drive conversions.

7.2 Campaign Scope and Limitations

Campaign Definition: A “campaign” is defined as one email blast or one SMS message transmitted to a specific audience segment or contact list.

Included Services: Campaign copywriting, audience segmentation, and performance tracking and analysis.

Monthly Campaign Limits based on selected service plan:

  • ESSENTIALS: One (1) email campaign and up to two (2) SMS campaigns per month
  • STANDARD: Up to two (2) email campaigns and up to four (4) SMS campaigns per month
  • PLUS: Up to five (5) email campaigns and up to ten (10) SMS campaigns per month

Campaigns exceeding specified monthly limits shall incur additional fees.

7.3 Marketing Automation Services

Automation Definition: “Automations” refer to active, automated communication sequences including but not limited to welcome series, abandoned cart reminders, re-engagement sequences, nurture campaigns, and post-purchase communication flows.

Automation Setup and Optimization Limits based on service plan:

  • ESSENTIALS: Welcome series plus up to three (3) additional email automations
  • STANDARD: Welcome series plus up to ten (10) additional email and SMS automations
  • PLUS: Unlimited email and SMS marketing automations

All plans include initial automation setup and testing. Ongoing automation modifications are included only when they fall within Client’s monthly campaign limits or overall weekly service hour guidelines.

Important Note: The “unlimited” designation for PLUS plan automation services pertains to the quantity of automations ONO will establish and manage but does not include external software licensing costs associated with automation platforms.

7.4 Audience and Platform Support

List Management: Basic contact list management and audience segmentation within Client’s selected email/SMS marketing platform are included within monthly campaign limits.

Platform Compatibility: ONO’s services assume utilization of Client’s existing, established email/SMS marketing platform (such as Klaviyo or Mailchimp). Support for highly specialized or uncommon platforms may require custom pricing arrangements or may be considered outside service scope.

Possible Exclusions: Complex data integrations (such as custom CRM integrations or external database connections) and extensive data hygiene services (including large-scale list cleaning beyond standard bounce and unsubscribe management) may not be included in standard service offerings.

7.5 Content and Creative Service Boundaries

Copywriting for email and SMS campaigns is included within specified campaign limits. Extensive graphic design for email templates, custom coding for complex email layouts, and advanced multimedia creation are not included in standard plans and require separate add-on service agreements.

8. CONVERSION RATE OPTIMIZATION (CRO) TERMS

8.1 Service Overview

ONO’s CRO services are designed to optimize Client’s website performance to improve conversion rates and transform more website visitors into leads or customers.

8.2 Conversion Action Scope and Limitations

Conversion Action Definition: A “conversion action” or “key event” refers to a specific, measurable user interaction on Client’s website directly related to marketing objectives, including but not limited to form submissions, purchases, phone calls, email registrations, button clicks, specific page views, or completion of defined user journeys.

Monthly Optimization Limits based on selected service plan:

  • ESSENTIALS: One (1) conversion action or key event per month
  • STANDARD: Up to two (2) conversion actions or key events per month
  • PLUS: Up to five (5) conversion actions or key events per month

8.3 Optimization Activities

Optimization activities include heatmap analysis, user session recording reviews (contingent upon Client maintaining necessary analytical tools), and A/B testing recommendations for elements including landing pages, forms, checkout processes, and critical user experience pathways.

The quantity of A/B tests or optimization experiments conducted monthly shall align with specified conversion action limits for Client’s selected service plan.

8.4 Tools and Implementation Requirements

ONO’s service plans cover CRO activity management and execution. However, advanced CRO functionalities including session recordings, heatmap analysis, and robust A/B testing capabilities often require third-party tools (such as Hotjar, Optimizely, or Crazy Egg). All costs and subscriptions for such tools remain Client’s responsibility and are not included in ONO’s base service plan pricing.

Implementation of CRO recommendations is limited to basic website modifications achievable through Client’s existing Content Management System (CMS) and falling within ONO’s Website Support service scope (as detailed in Section 9).

8.5 Service Exclusions

Major website functionality modifications, extensive development work (such as complete checkout system overhauls), and complex testing requiring custom programming are not included in standard service plans and shall be quoted separately as distinct projects.

9. WEBSITE SUPPORT TERMS

9.1 Service Overview

ONO’s website support services are provided to facilitate successful implementation of Client’s digital marketing strategies as outlined in their selected service plan.

9.2 Scope of Website Support

Website support includes maintenance of Client’s Content Management System (CMS) and hosting environment based on selected service plan:

  • ESSENTIALS: Reactive maintenance including on-demand troubleshooting for issues such as plugin errors and form malfunctions on an as-needed basis
  • STANDARD: Monthly proactive maintenance including CMS/plugin updates, site speed optimization, and uptime monitoring, plus reactive support services
  • PLUS: Bi-monthly proactive maintenance including CMS/plugin updates, site speed optimization, and uptime monitoring, plus reactive support services

Included Website Modifications: Basic and advanced site changes are included only when directly supporting digital marketing initiatives and active campaigns, including but not limited to:

  • Adding marketing-focused landing pages
  • Optimizing existing landing pages for marketing campaigns
  • Updating homepage banners for promotional campaigns
  • Basic content updates (text and images) for marketing-related pages

Plugin updates and security monitoring are limited to functionalities critical for marketing performance optimization.

9.3 Supported Platforms

Support is primarily provided for widely-used Content Management Systems including WordPress and Shopify, or other mutually agreed-upon platforms. Support for highly customized, proprietary, or obsolete CMS platforms may be limited or require additional service agreements and custom pricing arrangements.

9.4 Excluded Services

This service does not include comprehensive website development, complete site redesigns, platform migrations, new website construction, major template modifications, or e-commerce system transitions.

Custom feature development, extensive debugging unrelated to marketing efforts, and ongoing general IT support services are also excluded from standard website support offerings.

Any work falling under these exclusions shall be scoped and charged separately as a distinct project engagement.

10. ADD-ON SERVICES

Please refer to the complete Terms and Conditions document provided by ONO prior to contract execution for detailed information regarding add-on services.

Available Add-On Services include but are not limited to:

  • Custom website development
  • Comprehensive social media management
  • Outbound lead generation services
  • Professional telemarketing services

Document Version: 1.0
Last Updated: September 15, 2025

This document constitutes the complete Service Terms and Conditions for Online Officer (ONO) digital marketing services. These terms may be updated periodically, and such updates shall supersede previous versions upon implementation.