THURAYAbiz® Terms & Conditions

  • Terms & Conditions
  1. All services are provided subject to these terms and conditions, which (together with the Quote) sets out the entire understanding and Agreement between THURAYAbiz® as the Agency and your company as the Client.
  2. Any documents/files relevant to this Agreement are commercially confidential and shall not be disclosed to third parties without prior written agreement.

 

  • Fees & Costs
  1. All quotes/price estimations are valid for 30 days from the date of submission.
  2. Quotes/price estimations are based on the information provided by the Client, including but not limited to details on quantities, structure, scope and functionality. Any price quotations may therefore, be subject to change should the Client’s requirements change at any time.
  3. Unless otherwise stated, photography, stock images, delivery, copywriting and VAT will be charged extra.
  4. The Agency reserves the right to alter the hourly rate or contract at any time as business needs dictate.
  5. Quotes/price estimations are based on Agency’s current costs of production and unless otherwise agreed are subject to amendment on or at any time after acceptance to meet any rise or fall in such costs.
  6. Any estimates given by the Agency as to the time of completion or performance of its services (whether completion of the whole or a part of those services) shall be estimates only and time shall not be of the essence.
  7. Any stated timescale is reliant upon the Client providing all required information, copy or images within the time set out at project initiation.

 

  • Invoices & Payment
  1. Advance payment of 70% of total fees is required as per services fees/price quotation prior to commencement of Agreement between the Agency and the Client.
  2. Payment for projects with more than one phase/stage (if any) shall be done as per the service fees breakdown prior to commencement each phase/stage defined in fees quotation of such Agreement.
  3. All payments must be in OMR and invoices are subject to the Sultanate of Oman VAT at the current rate.
  4. Payment must be made no more than 30 days after the date of issuing the invoice. Late payment will add a 1.5% penalty per delayed day.
  5. If we incur any costs or damage as a result of the Client’s neglect or default, we consequently may charge those costs a penalty to the Client in addition to the contract price.
  6. The Agency holds the right to suspend submitting existing, remaining or final work, services and/or delivery without notice and without prejudice to any other legal remedy until due payment has been made.
  7. The Client shall be required to pay for any preliminary or additional work which is produced at his/her request and not included in the current Agreement, whether experimentally or otherwise.

 

  • Timing
  1. We use reasonable commercial endeavours to deliver the services in accordance with any agreed timeframes, however, due to unexpected circumstances we do not guarantee any timing estimates and we will not be in breach of our obligations if we fail to meet any such timelines. In case of any required time extension to facilitate consistent professional delivery of our services the Client will be informed accordingly.

 

  • Process
  1. We follow a global and standard procedure to follow in order to provide our services by Briefing, Researching, Brain Storming, Finding the Insight, Designing, Crafting, Delivering, Receiving Feedback. The Agency reserves the right to sub-contract the fulfillment of an order or any part thereof.
  2. The Client may provide us with preliminary imageries/materials supplied digitally in order to be incorporated into designs. The provided materials must be in suitable quality and standards; Electronic files need to be supplied in Adobe Illustrator vector format for logos/elements, and TIFF or PSD format in Photoshop (300dpi min resolution) for pictures. For professional purposes, submitted non-standard materials by the Client such as logos, graphical elements, imageries etc. that need to be re-designed or reproduces will be charged extra at our hourly rate.

 

  • Proofing
  1. At some points/stages/phases during the contract, created/drafted/designed concepts, imageries, artworks, sketches, photographs, textual elements, web links or any visual representation, whether partial, total or final, in whatever form, may be submitted to the Client for feedback/approval.
  2. After the initial design or layout, a mono proof will be submitted for the author’s corrections to be identified. These corrections will be carried out inclusive of the quoted price. Upon approval of the second mono proof (inclusive of the quoted price), the design will be considered as complete.
  3. Once final proofs/materials have been signed off, the Agency cannot be held responsible financially or otherwise for any errors relating to print, design or any end product.

 

  • Print Job & Delivery
  1. Every endeavour will be made to deliver the correct quantity ordered. The Agency shall not be required to work to tolerances closer than those applicable to the materials obtained by him in the ordinary course of trade. No liability shall arise from variation in the standard, quality and performance of such materials.
  2. The printed word may be dispatched or must be collected by the Client when ready and the Client shall not refuse or delay to fulfill a responsibility.
  3. The advice of damage, delay or partial loss of services in transit or of non-delivery must be given in writing to the Agency and the carrier within three clear days of delivery (or, in the case of non-delivery, within 28 days of dispatch of the services) and any claim in respect thereof must be made in writing to us and the carrier within seven days of delivery (or, in the case of non-delivery, within 42 days of dispatching). All other complaints and claims must be made in writing to the Agency within 28 days of delivery.
  4. We shall not be liable in respect of any claim unless the aforementioned requirements have been complied with except in any particular case where the Client proves that it was not possible to comply with the requirements and advice.
  5. Printing services completed but not delivered shall thereupon forthwith become due and payable. Moreover, after the expiration of 14 days’ notice the Agency may exercise a general lien on all the Client’s services and property in our hands and may dispose of such services and property as they see fit and apply the proceeds towards such debts. We may also elect to cancel further work and/or not produce any unmade balance of such contract and recover from the Client any losses sustained by so doing.
  6. We shall not be liable for any loss to the Client arising from delay in transit howsoever caused.

 

  • Limitation of Liability
  1. The Agency shall be indemnified by the Client in respect of any claims, costs and expenses arising out of any libellous matter or any infringement of copyright, patent design or any other proprietary or personal rights contained in any material supplied by the Client.
  2. When required to expedite project delivery ahead of the time needed for proper production of a given deadline, the Agency shall not be liable for defects occasioned thereby. Should such delivery require payment of overtime wages, delivery charges or other additional costs, all such extras will be for the Client’s account.
  3. All conditions, terms, representations and warranties relating to the services supplied under this Agreement, whether imposed by statute or operation of law or otherwise. Nothing in these terms and conditions shall exclude our liability for death or personal injury resulting from our negligence.
  4. We do not guarantee that our services will provide any specific results. In particular, and without limiting the foregoing, we make no guarantees, warranties or representations as to sales or revenue that may be achieved or that you will receive any new or increased numbers or customers as a result of our services.
  5. In no event shall the Agency be liable to the Client by reason of any representation (unless fraudulent), or any implied warranty, condition or another term, or any duty at common law, for any loss of business, contracts, anticipated savings or profits or any indirect, special or consequential loss, damage, costs, expenses or other claims (whether caused by the Agency’s negligence or the negligence of its employees, agents or otherwise) which arise out of, or in connection with the provision of any goods or services by us.
  6. We shall not be liable or deemed to be in breach of contract by reason of any delay in performing, or failure to perform, any of its obligations if the delay or failure was due to any cause beyond its reasonable control.

 

  • Termination
  1. This Agreement shall commence upon the Effective Date and shall remain effective until the Services are completed and delivered.
  2. The Agency shall be under no liability if it is unable to carry out any provision of the contract for any reason beyond its control including (without limiting the foregoing) Act of God, legislation or fire. During the continuance of such a contingency, the Client may by written notice to us elect to terminate the contract and shall pay for work done and materials used, but subject thereto shall otherwise accept delivery when available.
  3. We reserve the right to suspend services immediately at any time and without liability if you fail to perform your obligations under this document, including failing to make payments to us by due date.
  4. If you breach any term or condition of this document and fail to remedy such breach within 14 days of you receiving written notification from us indicating the breach and requiring its remedy then we may at our discretion treat this document as terminated, in which case we will retain the Intellectual Property Rights in the services even if we had previously agreed to assign it.
  5. Termination due to a breach of this document by you does not in any way prejudice any of our rights including our right to receive payment for services rendered.

 

  • General
  1. The original creative concept(s) shall remain the intellectual property and in copyright, of us as the creator. We reserve the right to display all designs that we create for the Client on our marketing material.
  2. Once full payment of the services has been received, the Client shall have the ownership of final printed/or delivered work/materials to be utilized solely and professionally within the limit or area of the Client’s profession.
  3. These conditions and all other express terms of the contract shall be governed and constructed in accordance with the laws of Oman.
  4. These terms and conditions, together with any documents the Agency referred to in them, contain the entire Agreement between the Agency and the Client relating to the subject matter covered and supersede any previous Agreements, arrangements, undertakings, proposals or contemporaneous communications, written or oral: between us and the Client in relation to such matters. No oral explanation or oral information given by any party shall alter the interpretation of these terms and conditions.
  5. Any notice to be given by either party to the other may be sent officially via email or by post to the address of the other party as appearing in this Agreement or ancillary application forms or such other address as such party may from time to time have communicated to the other in writing.
  6. Headings, numbering and summaries are included in this Agreement for convenience only and shall not affect the construction or interpretation of this Agreement.
  7. The Agency reserves the right to revise, alter, modify or amend these terms and conditions, and any of our other policies and Agreements at any time and in any manner without prior notification. Notice of any revision, amendment, or modification will be posted in accordance with our Terms and Conditions.
  8. This Agreement takes effect on the date on which you order our services. Acceptance of these terms is an absolute condition of the Client requesting work. An order constitutes acceptance of all our Terms and Conditions.

 

 

 

Customer Care Policy

This policy identifies and describes the approach of  THURAYAbiz  to delivering an exceptional quality of customer care.The aim of our Customer Care Policy is to understand what our customers need, and to developand improve our service offering around the expectations of our customers.

Principles

We must never lose sight of the fact that we are a customer-focused agency. Being customer-focused means that all of us must seek to understand and respond to the needs and expectations of customers. We must ensure that services will be designed around the needs of customers, by first identifying what customers want from our marketing services, and then attempting to not only deliver on those needs but exceed their expectations.

It Is Crucial For The Continued Growth Of The Company To Retain Its Reputation. A Customer-Focused Organization Providing Real And Well Considered Marketing Solutions.

Embracing The Principles

Each member of the team, whatever their role, is responsible for implementing these principles. The management team believes in each member of the team and accordingly gives them the responsibility to take ownership of their work and the queries and comments that go with this. The team member will seek to resolve queries at first contact. Good customer care can be delivered by adopting the following principles:

  • prioritizing customer satisfaction as the key to the company’s success.
  • treating all customers and suppliers, as well as our fellow team members, as we would want to be treated ourselves.
  • using appropriate methods and styles of communication, choosing face to face communication where appropriate and not becoming reliant on e-mails.
  • challenging each other when poor customer care is identified.
  • being open to being challenged about customer care.
  • owning problems when we hear of them and following through actions to ensure they are resolved.
  • dealing with enquiries as quickly and efficiently as possible.

Respond to messages as soon as possible.

  • keeping our promises.
  • keeping people informed.

Policy Implementation

The success of the company, to date, is derived from a natural culture of customer care. The implementation aims to formalize and give some structure to the processes and procedures of this policy. It will be lead by the management team through regular communication and their day to day activity.

Recruitment

To build on the excellent standards of customer care that are currently evident within the company, it is crucial that during any interview process applicants must be tested as to their level of customer care awareness and eagerness to deliver a customer-focused service.

All staff will receive customer care training on an ongoing basis. This will take the form of informal internal discussions, with honest and practical debate along with necessary role-plays if a specific training need is identified.

The management team is keen to impress that team members must continually consider customer care issues during their day-to-day work and not just when in the training environment.

Additionally, any concerns in relation to this matter are voiced in the appropriate manner as and when the concern is raised – not just during team meetings and appraisals.

Setting the Standards

The following specific customer care standards will be adopted by all of the team:

  • all written communication will be in a plain, concise language. If foreign languages are an issue, the management team should be notified.
  • all letters will be responded to within five working days and all e-mails within one day, giving appropriate information in an acceptable corporate style, giving appropriate contact details.
  • all telephone calls will be answered within five rings, using the agreed Company style.
  • all visitors will be personally greeted and made to feel welcome.
  • all complaints will be acknowledged within one working day.
  • customers will be provided with appropriate information to ensure they can contact the right team member who can deal with their enquiry.
  • all team members will be helpful and where possible will deal with the enquiry at first contact.
  • all team members will be courteous and respectful, treating all customers fairly at all times.

Monitoring

Each team member will be continually monitored by the management team as to their customer car abilities and any training issues will be dealt with on an ongoing basis as well as the annual review during the appraisal process.

Equality and Diversity

The Company is committed to the promotion of equality of opportunity for all employees irrespective of race, sexual orientation, disability or religion. We are further committed to the eradication of all forms of unlawful and unfair discrimination.

Health and Safety Policy

It is the policy of THURAYAbiz to ensure, so far as is reasonably practicable, the health, safety and welfare of the company’s employees while they are at work and of others who may be affected by our undertakings.

THURAYAbiz recognizes that Health and Safety are synonymous with Quality. Because we are committed to achieving excellence through continual improvement, it follows that minimizing the risk of injury and ill-health to people and damage to equipment and products is inseparable from our overall objectives.

We believe that a safe and healthy environment is the result of proactive participation by every person in identifying hazards and taking positive action to eliminate or control them.

Such involvement demonstrates individual and corporate professionalism, which is the keystone of our continuing success, and ensures that the avoidance of accidents and the promotion of safe and healthy workplaces remain common objectives.

To achieve this safe and healthy environment, the following organization and arrangements have been put in place : 

  • A member of staff of THURAYAbiz has been appointed to report to the Directors on relevant matters concerning health and safety throughout the Company’s activities.
  • general managerial responsibilities.
  • safety training.
  • workforce competence.
  • consultation and communication.
  • workplace inspections, monitoring, auditing and reviewing.
  • accident reporting and investigation.
  • emergency and First Aid arrangements.
  • management of health issues.
  • cleanliness and hygiene.
  • risk assessment and risk management.

Quality Management

Our quality management process and procedure ensures each project is dealt with efficiently and with the minimum of fuss. Ultimately, the aim of the quality management system is to improve business performance, retaining our clients over many years.

Our process for communication includes:

Meeting to understand the requirements of the creative project and the direction of the strategy. We try and ask as many questions as possible, we listen, we research so we are comfortable with the information and confident that we understand the target audience, and your desired message.

When we understand your requirements we prepare a creative brief that we use as a benchmark to obtain your approval for the way forward.

Once we have both agreed on the brief we explore lateral design solutions that meet the needs of the creative brief. Through a development stage we produce final artwork and then it’s into production.

We are a close-knit team so communication is key; by working hand-in-hand, we communicate through email, telephone and meetings offering you complete flexibility.

Timescales for the approvals process

Timescales and schedules vary depending on the complexity and extent of the work that is required; a schedule is produced to meet the requirements:

  • The designer submits the initial PDF by email.
  • The client submits initial feedback by email or marked-up hard copy printed in-house by the Client as appropriate.
  • The designer submits the second PDF by email.
  • The client submits second feedback by email or marked-up hard copy printed in-house by the Client as appropriate.
  • The designer submits a full-colour hard copy at 100% normal size.
  • The client completes colour checks and signs off proofs as print-ready artworks.
  • The designer submits deliverable as one CD containing high-resolution versions of print-ready artwork for the onward transfer to printers.
  • Client or Agency submits deliverables to the printer as requested, all parties sign off printers proof.

Production Time

Our production process is logged and scheduled with the team and overseen by a production manager.

Tried and tested systems and years of experience means we are able to manage and prioritize. Minor amends is text markups; major amends includes the re-setting of new copy, design and images. We allow up to 2 minor amends to text in all our quotations.

Annual Leave

Each member of our staff has the necessary skills to accommodate other holiday leave and sickness. We also have a skill base of freelancers to support us when required.

Disaster Process:

Our server is backed up daily. All work is archived with duplicate DVD’s or TUURAYAbiz cloud, with one copy kept off-site, allowing for work to continue in the event of a disaster.

Quality Process:

  • The brand is important and we will follow the guidelines from the outset.
  • Quality assurance is as follows: Description of the project,Finished Size, Print Process, Stock and Finishing

Document Checks:

Document setup – bleeds, facing pages, page order, master page, Document layout – columns, grids, guides, Fonts and typography – unnecessary fonts, in appropriates sizes, tracking and kerning, Spelling and grammar – spell check and read through all document text, body text, captions and headings Transparency effects – complicated layering/reproducibility

Links and Image Check:

File type and quality – size, resolution, unnecessary layers, eps fonts outlined, unused colours removed CMYK or RGB, appropriate type for output method Colour mode – CMYK, spot-colour, RGB or web Resolution – too low or excessively high when scaled in document Image scaling and size – extreme scaling up or down, quality at output size Logos – correct colour model / latest version.

General Checks:

Guidelines – layout, fonts, colours and branding checked against guidelines Colour models – appropriate for stock output? Pantone / Process / Spot Unused colours – remove unused colours from artwork and links Separations – unwanted spot colour / incorrect separations

Consistency Checks:

Lines and rules – weights, colours and tints, correct use of paragraph rules Tabs and spacing – tabs and white spaces – not normal spaces Frames – stroke weights, sizes, positions, unnecessary objects Folios – placement, sizes, colours, numbering, master page object Text – case used consistently throughout, double spaces, dashes.

Sign-off:

Runouts and PDFs checked by two others Client to sign approval form:

  • Proof checking is undertaken by the designer and then one other, with any ambiguities identified.
  • Our Policy is not to change copy, however we will make suggestions to you.
  • Should there be additional costs we endeavour to inform you before the work is agreed and undertaken.

Copyright, Disclaimer & Privacy Information

All rights, including copyright ©, of the content of these web pages are owned or controlled by THUARAYbiz, You are permitted to view, copy, and print documents within this website.

subject to your agreement that:

  •  You will not modify the documents or graphics in any form or manner;.
  •  You will not copy or distribute graphics separately from their accompanying text and you will not quote materials out of their context.
  • Your use of the material is for your own personal information, and for non-commercial purposes only.
  •  Any copies of the material made for a permitted purpose will include an acknowledgement that copyright belongs to THURAYAbiz.
  • You are not permitted to copy the design elements, look and feel, or layout of this website.
  •  No part of THURAYAbiz web Site or any material appearing on the site, may be reproduced, stored in or transmitted on any other web site or medium without the prior written permission of THURAYAbiz. Requests to republish any material may be sent to the Webmaster: info@thuraya.biz

Disclaimer

Although every effort is taken to ensure the accuracy of the information contained within the pages of the THURAYAbiz website we cannot guarantee that the content or ‘facilities’ of the website will always be current, accurate or complete.

Whilst THURAYAbiz shall use its reasonable endeavors to ensure that this site is normally available 24 hours a day, THURAYAbiz will not be liable if for any reason the site is unavailable at any time or for any period. Access to this site may be suspended temporarily and without notice in circumstances of system failure, maintenance or repair or for reasons beyond the control of THURAYAbiz.

THURAYAbiz shall not be liable for any loss or damage arising in contract, tort or otherwise from the use of this site or from the inability to use this site, or from the use of any information contained in it, or from any action or decision taken as a result of using this site or any such information.

THURAYAbiz reserves the right to remove, vary or amend any of the content of its website at any time and without prior notice.

THURAYAbiz is not responsible for the content or operation of external websites. References and links to any such sites shall not be taken.

THURAYAbiz of opinions expressed or services provided at those sites.

THURAYAbiz  reserves the right to change these terms and conditions at any time at its sole discretion.

Privacy Statement

When you supply any personal information to THURAYAbiz we have legal obligations towards you in the way we deal with that data. We must collect the information fairly, that is, we must explain how we will use it and tell you if we want to pass the information on to anyone else. In general, any information you provide toTHURAYAbiz will only be used within THURAYAbiz and by its service providers. It will never be supplied to anyone outside the company without first obtaining your consent, unless we are obliged or permitted by law to disclose it. This applies to your name, email addresses, personal information and any email correspondence.

Also, if you post or send offensive or inappropriate content anywhere on or to THURAYAbiz or otherwise engage in any disruptive behavior on the THURAYA group.

THURAYAbiz considers such behavior to be serious and/or repeated, Arnold Jones Associates Design Limited can use whatever information that is available to it about you to stop such behavior. This may include informing relevant third parties such as your employer or email provider about the content and your behavior.

We will hold your personal information on our systems for as long as you use the service you have requested, and remove it in the event that the purpose has been met. Where personal information is held for people who are not yet registered but have taken part in other services (for example, competitions), that information will be held only as long as necessary to ensure that the service is run smoothly. We will ensure that all personal information supplied is held securely, in accordance with the Data Protection Act 1998.

If you are notified on THURAYAbiz website that your information may be used to allow THURAYAbiz to contact you for ‘service administration purposes’, this means that THURAYAbiz may contact you for a number of purposes related to the service you have signed up for. For example, we may wish to provide you with password reminders or notify you that the particular service has been suspended for maintenance. We will not contact you for promotional purposes, such as notifying you of improvements to the service or new services onTHURAYAbiz website unless you specifically agree to be contacted for such purposes at the time you submit your information on the website, or at a later time if you sign up specifically to receive such information.