Terms of Service

Agreement and eligibility

These Terms govern services provided by Fat Spider LLC (“Fat Spider,” “we,” “us,” or “our”). You accept them when you place an order that references these Terms or otherwise expressly agree to them.

You must be at least 18 and authorized to enter into the agreement. If you act for a business, you represent that you have authority to bind it.

A written proposal, order, or service agreement defines the work we agree to perform. If it conflicts with these Terms, its expressly agreed provisions control for that work. Any applicable data-processing agreement controls the processing it covers.

Services and scope

We provide website, application, automation, and related operational services as agreed in writing.

Your order specifies included systems, deliverables, fees, service periods, and any response targets or included work allowances. Additional systems, features, revisions, emergency work, or work beyond an allowance require separate agreement. Unused allowances do not carry over unless your order says otherwise.

A subscription does not include unlimited work, continuous monitoring, emergency response, guaranteed uptime, or a particular response time unless expressly stated in your order.

Implementation and go-live

Before payment, we agree in writing on the workflow, systems and integrations, deliverables, acceptance criteria, fees, included care services, client responsibilities and any third-party costs. The scope also explains how completed work would be valued if the project ends early. Additional work or charges need your agreement.

Unless the completed order expressly states otherwise, implementation is payable 50% upfront before work is scheduled and 50% invoiced at delivery. Each invoice is due within seven calendar days; the upfront installment must be paid before scheduling. The delivery invoice does not wait for acceptance. Where care is included, the order and checkout disclose its recurring amount, frequency, start condition and cancellation method. With your express authorization, Stripe may save the payment method for future care charges. The implementation installment alone does not start care or authorize automatic collection of the delivery invoice.

We present a readiness review describing the implementation, acceptance results, handover information, any noncritical outstanding items and their completion plan, and the intended go-live date. Critical issues that prevent agreed acceptance must be resolved first.

An authorized client owner or administrator must explicitly approve the current readiness review in Desk. Changes to its scope or go-live date require fresh approval. Silence or elapsed time does not constitute acceptance. After your approval, authorized Fat Spider staff confirm go-live on the agreed date and start the previously authorized care subscription. A second checkout is ordinarily unnecessary.

If payment fails or requires authentication, we will direct you to the payment-resolution process. Go-live confirmation is not proof of successful payment. The approval record is available in Desk; invoices and payment information are available in the customer billing portal.

Missing access, information or decisions may pause work and affect the schedule. We will explain the dependency and discuss rescheduling. Client delays do not automatically start monthly billing or create acceptance. Closing a paused project follows the cancellation and refund policies.

Standard Systems Care

For orders including standard Systems Care, coverage includes the agreed Desk workspace and expressly included hosting or operational services, one scheduled monthly review of agreed workflow checks and visible integration health, and up to one hour per billing month of troubleshooting, routine configuration changes or minor fixes to the implemented workflow.

Client-requested support work counts toward the hour; the scheduled monthly review is included separately. Unused time does not carry over. Work beyond the allowance, new workflows, substantial enhancements and new integrations require your approval of scope and price before additional work or charges. There are no automatic overage charges.

Email support@meetfatspider.com. We provide an initial response within two business days. Business hours are Monday through Friday, 9 a.m. to 5 p.m. Eastern Time in the United States, excluding US federal holidays. An initial response acknowledges the issue and next step; it is not a promise of resolution within that period.

Standard care does not include continuous monitoring, emergency response, 24-hour availability, unlimited revisions or guaranteed uptime. Corrections needed to deliver work that meets its written acceptance criteria are handled under the implementation agreement and applicable remedies, rather than automatically treated as paid enhancements. Any different expressly agreed care coverage is stated in your order.

Customer responsibilities and system access

You must provide accurate information, necessary permissions, timely decisions, and authorized access needed for the work. Delays or restrictions may affect delivery.

You authorize only the work and system changes within the agreed scope. Work outside that authority requires further approval. You must have the right to provide any materials, personal information, credentials, or system access you share.

Use secure methods agreed with us to share credentials. Do not send passwords, complete payment-card details, or sensitive identity documents through ordinary support email.

Unless backup and recovery services are expressly included, you remain responsible for maintaining appropriate backups and continuity arrangements.

Fees and automatic renewal

Fees and currency are shown in your order or at checkout. Applicable taxes and separately approved third-party costs are additional where disclosed.

Ongoing maintenance is month to month and billed monthly in advance, with no minimum commitment unless expressly stated in the completed order. Either party may cancel on 30 calendar days written notice. Service continues through that notice period, subject to the overdue-payment terms. Prepaid maintenance covering time after the effective end is refunded within 14 calendar days after that date.

Your checkout or order will state the recurring amount and billing frequency. By expressly agreeing to recurring billing, you authorize charges using the payment method provided.

We will communicate price or material subscription changes before they apply and give you an opportunity to cancel before the changed terms take effect. We will provide any additional notices required by applicable law.

Stripe processes payments and may retry failed payments. For an undisputed overdue amount, we give written overdue notice and seven calendar days after that notice to pay before we may pause affected work. An unpaid renewal or the end of a paid period alone does not bypass that notice period. Disputed amounts require review. No late fees or interest apply automatically; cancellation does not erase valid unpaid charges.

Third-party services and costs

Your systems may depend on hosting, software, email, payment processing, or other third-party services. Those providers have their own terms, availability, and charges.

We will obtain approval before incurring additional third-party costs on your behalf. Provider outages, restrictions, or changes may affect delivery. We will discuss material effects and any proposed additional work rather than treating them as automatically included.

Ownership and licenses

You retain ownership of your existing materials, business data, accounts, and systems.

Upon full payment, you own custom deliverables specifically created and identified for you in the applicable order, except for our pre-existing materials, reusable methods, general-purpose tools, and third-party components.

Where our retained materials are incorporated into a paid deliverable, we grant you a nonexclusive, worldwide, continuing license to use them as necessary to operate that deliverable. Third-party components remain subject to their respective licenses.

We may reuse general skills and methods developed during the work, but may not disclose your confidential information or reuse your proprietary materials without permission.

Confidentiality

Each party will protect nonpublic information received from the other, use it for the agreed relationship, and disclose it only to people or service providers who need it for that purpose and are subject to appropriate obligations.

This does not cover information that is public without breach, already lawfully known, independently developed, or lawfully received from another source. Disclosure required by law is permitted, with notice where legally allowed.

Review and service limitations

You are responsible for reviewing deliverables before using them for consequential business decisions and for obtaining appropriate professional advice where needed.

We will perform services with reasonable care. Unless expressly agreed, we do not guarantee particular revenue, rankings, productivity gains, uninterrupted operation, or error-free results. Nothing in these Terms excludes obligations or remedies that cannot lawfully be excluded.

Acceptable use

You may not use our services for unlawful activity, fraud, unauthorized access, infringement, or interference with other systems. Do not provide regulated or highly sensitive information unless we have expressly agreed to handle it under suitable arrangements.

Suspension and termination

We may pause affected work for an undisputed overdue amount only after written overdue notice and seven calendar days to pay. We may also suspend affected work when reasonably necessary to address a security threat, unlawful use or missing authorization; where practicable, we explain the issue and provide an opportunity to resolve it.

Either party may end an agreement for a material breach that remains unresolved after written notice and a reasonable opportunity to cure. Immediate termination may be appropriate where continued performance would be unlawful or create a serious security risk.

If we discontinue prepaid services for reasons other than your breach, we will refund the undelivered portion. On termination, we will coordinate return of paid deliverables and customer materials within our control. Additional migration or transition work requires separate agreement.

When care ends

Fat Spider-provided care services cease at the effective service end after the applicable 30-calendar-day notice period, unless the completed order expressly states otherwise. This includes associated Desk access, managed hosting, workflow operation, maintenance and support included in that care arrangement. Service continues through the notice period subject to the overdue-payment process. The order identifies included services and dependencies so you can plan for continuity.

Ending care does not transfer ownership of your accounts to Fat Spider or revoke ownership of fully paid custom deliverables. Client-owned accounts remain yours, but workflows that depend on Fat Spider-hosted services may stop when those services end. Continuing to operate elsewhere may require replacement hosting or services.

Contact us before care ends to coordinate return of client materials and paid deliverables within our control and agree any export or handover arrangements. Custom migration or transition work requires separate agreement. Service cessation does not itself authorize deletion of client-owned accounts or systems; data retention and deletion follow the agreement and Privacy Policy.

Liability

To the extent permitted by law, neither party is liable for indirect, consequential, or punitive losses arising from this agreement.

Each party’s aggregate liability is limited to the fees paid or payable under the affected service agreement during the 12 months preceding the event giving rise to the claim.

These limitations do not restrict payment obligations or liability for fraud, willful misconduct, or any liability that applicable law does not permit a party to limit.

Disputes, governing law, and updates

Contact support@meetfatspider.com first so we can attempt to resolve a dispute informally. This does not restrict statutory rights or prevent either party from seeking urgent relief.

North Carolina law governs, except where mandatory applicable law requires otherwise. These Terms do not require arbitration or waive any nonwaivable consumer rights.

These revised defaults apply prospectively to new orders that reference them. Existing orders retain their expressly agreed terms. We notify affected customers of material changes and obtain agreement where required; changes do not retroactively alter completed orders.