Terms of Service

• “Services” means everything we provide: grixhub.com, free tools, GrixTrack, and Agency Services.
• “Agency Services” means work we do for clients, such as SEO, AEO, content, websites, apps, advertising management, maintenance and related consulting.
• “GrixTrack” means our software service for tracking Google rankings and brand mentions and citations in AI answers, including the Free plan and paid plans.
• “Quote” means a quotation, proposal, statement of work or other written order for Agency Services that we have issued and you have accepted.
• “Deliverables” means the specific work products we create for you under a Quote, such as website designs, code, content, reports and campaign set-ups.
• “Fees” means all amounts payable to us, including deposits, setup fees, project fees, retainers, subscription fees and charges for extra work.
• “Your Materials” means content, data, trademarks, accounts, access and information that you or your clients provide to us or enter into the Services.
• “Business day” means Monday to Friday, except public holidays in Thailand.

4.1 How work starts. Before work starts, we give you a written Quote with the scope and Fees. Work starts after you accept the Quote and we receive any deposit or first payment it requires. Any timeline starts from that point.

4.2 Your responsibilities. You agree to:

• give us accurate information, content, approvals, feedback and access (for example to your website, hosting, domain, analytics and ad accounts) on time;
• make one person available who can make decisions and give approvals for you;
• make sure Your Materials are lawful, accurate and that you have the rights to let us use them;
• keep your own backups of your website and data, unless backups are included in your Quote; and
• comply with the laws and platform rules that apply to your business, products and ads.

4.3 Changes and extra work. The scope is limited to what the Quote describes. Any request outside it, including new pages, features, rounds of revisions, content, channels, keywords, languages or meetings beyond the Quote, is a change request. We will tell you the extra Fees and time in writing before doing the extra work, and we start once you approve. If you ask us to proceed without a separate price, our standard rates apply. We may decline change requests.

4.4 Approvals, revisions and acceptance. The Quote sets the number of revision rounds; if it does not, each Deliverable includes two rounds. When we deliver a Deliverable or milestone, please review it within 10 business days and tell us in writing about anything that does not match the Quote. A Deliverable is accepted when you approve it, when you put it into live use, or when 10 business days pass after delivery without a written list of specific non-conformities, whichever happens first. Reasonable fixes to make a Deliverable match the Quote are free; changes in taste or new requirements are change requests.

4.5 Delays. We are not responsible for delays caused by late information, content, access, approvals or payments from you, by third parties you control, or by events in Section 19. If your project is paused for more than 30 days because we are waiting for you, we may reschedule it to the next available slot and invoice work completed so far. If a project is paused for more than 90 days because we are waiting for you, we may treat it as cancelled by you under Section 18.2.

4.6 Reporting and communication. For ongoing services we send a weekly update and a monthly report, unless the Quote says otherwise. We communicate by email and by our regular LINE account. Instructions and approvals are valid when given in writing by email or LINE by your authorised contact.

4.7 Websites, hosting and domains. You own your hosting account and domain names, and they are registered in your name or your organisation’s name. Where the Quote includes it, we manage them for you. Renewal fees for hosting, domains, themes, plugins and other third-party items are your cost unless the Quote says otherwise. We will try to remind you about renewals we manage, but you remain responsible for keeping your payment details with those providers up to date. We are not liable for lapses, outages or data loss caused by unpaid renewals, by the provider, or by changes made by you or another supplier.

4.8 Maintenance. Where your Quote includes maintenance, it covers security and plugin updates and the other items listed in the Quote. It does not include new features, content changes, redesigns, fixing problems caused by you or other suppliers, or recovering from attacks or failures beyond the Quote, unless agreed as extra work. Updates from third parties can sometimes cause conflicts; we fix conflicts caused by updates we apply as part of the maintenance work.

4.9 Advertising and ad spend. Advertising accounts belong to you and are in your name. You pay ad spend directly to the platform (such as Google, Meta, TikTok or LINE) unless the Quote says we pay it on your behalf, in which case you must pay us before we spend it. Our Fees do not include ad spend. Platforms decide whether to approve, limit or suspend ads and accounts, and set their own prices and rules. You are responsible for the claims in your ads and for having any licence your products or ads need. We are not liable for platform decisions, ad costs, or results of campaigns.

4.10 Tools and subcontractors. We may use software tools, including AI tools, and trusted subcontractors to help deliver the Services. We remain responsible for work we deliver under a Quote.

4.11 Handover and training. When a website or app project is completed and fully paid, we hand over the access, files and Deliverables set out in the Quote and provide the training included in the Quote.

4.12 Work we may refuse. We may decline or stop work that we reasonably believe is unlawful, deceptive, infringing or harmful, including gambling, adult content, scams, or content that breaks platform rules.

6.1 Prices. We invoice Fees in Thai baht (THB) or US dollars (USD), in the currency shown on the pricing page or in the Quote you accepted. GrixTrack prices are shown on our pricing page, and the amount you pay is the amount on your invoice. Agency Fees are set out in the Quote. We are not registered for VAT, so our prices do not include VAT. If we register for VAT, we will add VAT where the law requires and tell you before it applies. We issue tax invoices only when we are registered for VAT.

6.2 Payment. You must pay each invoice in full by its due date. If an invoice shows no due date, payment is due within 7 days of the invoice date. GrixTrack plans are paid in advance for each billing period. You pay by the method shown on the invoice, and you pay your own bank, transfer and currency conversion charges.

6.3 How you pay. A paid GrixTrack plan starts once we confirm the plan and issue your invoice. We bill by invoice in the currency of your plan or Quote, and you pay as shown on the invoice. GrixTrack plans are invoiced monthly in advance and renew each month until you cancel. We send a receipt for each payment; a receipt confirms payment and is not a Thai tax invoice.

6.4 Withholding tax. If Thai law requires you to withhold tax from a payment to us, you may deduct only the legally required amount, and you must send us the withholding tax certificate within 30 days of payment. Until we receive it, the deducted amount remains unpaid.

6.5 Third-party costs. Ad spend, hosting, domains, paid themes and plugins, stock media, software licences and other third-party costs are not included in our Fees unless the Quote says so. If we buy anything on your behalf, you must pay us before we buy it, or reimburse us on invoice.

6.6 Late payment. If you pay late, we may charge interest on the overdue amount at 1.25% per month (15% per year), or the maximum rate allowed by law if that is lower, from the due date until we are paid. You must also pay reasonable costs of collecting overdue amounts, such as lawyer and collection agency fees and court costs as the court allows.

6.7 Suspension for non-payment. If any amount is more than 7 days overdue, we may, after giving you written notice, pause work, suspend GrixTrack or other Services, and hold back Deliverables that have not been paid for, until you pay in full. Suspension does not stop Fees from continuing to be due. We will not withhold your own accounts, domain or hosting that you already own; Section 9 explains ownership.

6.8 Disputing an invoice. If you believe an invoice is wrong, tell us in writing within 7 days of receiving it and explain why. You must pay the part you do not dispute on time. We will work with you in good faith to resolve it.

8.1 Our policy. All Fees are non-refundable once paid. This applies to Agency Services and GrixTrack, and to deposits, setup fees, project fees, retainers and subscription fees. Our Refund and Cancellation Policy explains the same rules in short form and how to report a billing error; it is part of these Terms.

8.2 What this covers. We do not give refunds or credits for:

• partial months or unused time, including after you cancel, downgrade or close your account;
• unused keywords, AI prompts, projects, competitors, hours, revisions or other limits;
• early cancellation, or ending a project or retainer before it is finished;
• periods when you did not use the Services;
• results, including rankings, AI citations or mentions, traffic, leads, sales or return on ad spend; or
• changes, outages or decisions by third parties, such as Google, OpenAI, Meta, LINE, data providers or hosting providers, including algorithm updates and changes to AI answers.

8.3 The only exceptions. We will refund or credit money only in these cases:

• (a) Billing errors. If we charged you twice for the same thing or charged an amount that does not match your plan, Quote or invoice, we will refund or credit the amount charged in error.
• (b) Our failure to perform. If we materially fail to provide a paid Service as described in these Terms or the Quote, and we do not fix the failure within 15 business days after you give us written notice with details, we will refund the part of the prepaid Fees that relates to the part of the Service we did not provide. This does not cover failures caused by you, by third parties or by events in Section 19.
• (c) When we end a paid Service without cause. If we end a paid Service for a reason other than your breach of these Terms or a Quote, or we permanently stop offering GrixTrack, we will refund the prepaid Fees for the period or work that we will not provide.
• (d) Rights the law does not allow us to exclude. If a law that cannot be excluded by contract gives you a right to cancel or to a refund, such as a consumer’s statutory cancellation right where it applies, we will honour that right only to the extent the law requires.

No other circumstance entitles you to a refund. Where a refund is due, we pay it to the payer by bank transfer, less any amounts you owe us: within 7 business days after we confirm a billing error under (a), and within 30 days in other cases.

8.4 Deposits and ending a project early. A deposit pays for starting your project, including reserving our team’s time, discovery and planning, and is credited against the project Fees. If you end a project before it is finished, you must pay for work done up to the end date and for third-party costs we have committed to, and we keep the deposit. If those amounts are more than the deposit, you must pay the difference.

8.5 Your acceptance of this policy. You confirm that you read and accepted this Section 8 when you ticked the box at sign-up, accepted a Quote, paid an invoice or used the Services. We keep a record of that acceptance, such as the date and time, your account and the message or document, and we may give it to your bank in any payment dispute.

8.6 Chargebacks and payment disputes. If you think a charge is wrong, contact us first at jade@grixhub.com so we can check it. Starting a chargeback or payment dispute for a charge that is valid under these Terms, including a charge covered by this no-refund policy, is a material breach of these Terms. If that happens, we may immediately suspend or close your account and stop the Services, and you must pay us the disputed amount, any dispute or chargeback fees charged to us, and our reasonable costs of collection. This Section does not apply where the dispute is decided in your favour because of our error.

You must not use the Services to:

• break any law, or infringe anyone’s intellectual property, privacy or other rights;
• mislead, defraud, spam or harass anyone, or create fake reviews, fake accounts or deceptive content;
• promote illegal gambling, illegal goods or services, or content that breaks the rules of the platforms involved;
• enter personal data about private individuals into GrixTrack keywords or prompts, or upload sensitive personal data, unless we have agreed in writing;
• try to access systems or data without permission, introduce malware, test our security without written permission, or interfere with the Services; or
• break the terms of Google, OpenAI, Meta, LINE or any other service you connect or ask us to use.

We may remove content, suspend access or refuse work that breaks this Section.

12.1 No guarantee of results. Search engines and AI platforms decide their own rankings and answers and change them often. Results also depend on your market, competitors, website, budget and actions. We do not guarantee any ranking, position, AI citation or mention, traffic, leads, sales or return on investment, or how long any result will last. Forecasts and examples are estimates, not promises.

12.2 What we do promise. We will provide the Services with reasonable skill and care, in line with these Terms and the Quote.

12.3 Disclaimer. Except as stated in Section 12.2 and to the extent Thai law allows, the Services, free tools and GrixTrack are provided “as is” and “as available”, without other promises, for example that they will be uninterrupted, error-free or fit for a particular purpose. Free tools and website content are general information, not professional advice.

14.1 Our Privacy Policy. Our Privacy Policy explains how we handle personal data as a data controller under Thailand’s Personal Data Protection Act B.E. 2562 (2019) (“PDPA“).

14.2 When we process personal data for you. When we handle personal data on your behalf as part of Agency Services or GrixTrack (for example enquiries from your website forms, customer lists for ads, or client contact details in reports), you are the data controller and we are your data processor, and the following terms apply:

• we process the data only on your documented instructions (these Terms, the Quote and your written instructions) and as the law requires;
• we keep it confidential and use appropriate security measures;
• we may use sub-processors, such as hosting and email providers, under terms that protect the data, and we remain responsible for them;
• we notify you without undue delay after becoming aware of a personal data breach affecting that data, and help you meet your duties to notify;
• we help you respond to data subject requests where reasonable;
• when the Service ends, we delete or return the data at your choice, except where the law requires us to keep it; and
• you confirm that you have a lawful basis, and have given any notices and obtained any consents needed, for us to process the data.

A separate data processing agreement in your Quote or master agreement prevails over this Section 14.2.

16.1 Losses we are not liable for. To the extent Thai law allows, we are not liable for indirect or consequential losses, or for loss of profit, revenue, business, opportunity, goodwill, reputation, rankings, data or anticipated savings, however caused.

16.2 Maximum liability. To the extent Thai law allows, our total liability for all claims arising out of or relating to the Services or these Terms is limited to the Fees you actually paid us for the specific Service that gave rise to the claim during the 6 months before the event that caused the claim. For the Free plan and free tools, our total liability is limited to 1,000 baht.

16.3 What we do not limit. Nothing in these Terms limits or excludes liability for fraud or gross negligence, for death, injury or harm to health caused intentionally or negligently, or for any other liability that cannot be limited or excluded under Thai law.

16.4 Your part. Our liability is reduced to the extent a loss was caused or increased by you, your staff, your other suppliers or third-party platforms, or by your failure to follow our reasonable advice or keep backups.

18.1 Suspension. We may suspend all or part of the Services immediately, without liability, if we reasonably believe it is needed to protect the security or integrity of the Services, our providers or other users; if you break Section 8.6 or 10 or the fair use rules in the GrixTrack Terms; if the law or a competent authority requires it; or under Section 6.7. Where reasonable, we will tell you the reason and how to fix it, and restore the Services once it is fixed.

18.2 Ending by you. You may close your GrixTrack account or cancel at any time under Section 7. You may end a fixed-price project at any time by written notice, and Section 8.4 applies. You may end a retainer under Section 7.3.

18.3 Ending by us. We may end a Service or these Terms: (a) with 30 days’ written notice for any reason, in which case Section 8.3(c) applies; (b) immediately by written notice if you materially breach these Terms or a Quote and do not fix the breach within 7 days after our notice, or if the breach cannot be fixed; or (c) immediately if you become insolvent or stop doing business.

18.4 What happens when a Service ends.

• All unpaid Fees for work done, committed costs and any remaining minimum term become due at once.
• For Agency Services, once all Fees are paid we hand over the Deliverables and access set out in the Quote, and we remove our own access to your accounts on request.
• For GrixTrack, you can view and export your data while your account is open and your paid period lasts. After your account is closed, we delete or anonymise your account data within 90 days, except data we must keep by law, records we need to protect our legal rights, and backups, which are overwritten on a regular cycle. We have no duty to keep your data after that.
• Sections that by their nature should continue, such as 6, 8, 9, 13, 14, 15, 16, 17 and 22, continue after the Services end.

20.1 We may update these Terms, for example to reflect changes in the law or our Services. The latest version is on this page with its “Last updated” date.

20.2 For changes that materially reduce your rights, we will give at least 14 days’ notice by email, in the app or on this page before they apply to you. If you do not agree, you may cancel before they take effect. Continuing to use the Services after that means you accept the new Terms. Changes do not apply to a fixed-price project already in progress unless you agree.

22.1 These Terms and any dispute about them or the Services are governed by the laws of Thailand.

22.2 If a dispute arises, please contact us first at jade@grixhub.com. Both parties will try in good faith to resolve it through negotiation for 30 days after a written notice describing the dispute.

22.3 If the dispute is not resolved, it will be decided by the competent courts of Thailand in Bangkok. This does not limit any right a consumer has under Thai law to bring or defend a case in another court, and does not stop either party from seeking urgent court orders.

Grixhub
Bangkok, Thailand
Email: jade@grixhub.com