Terms of Use

This document outlines the general terms of cooperation between SoloMono (hereinafter referred to as the “Contractor”) and the Client (hereinafter referred to as the “Customer”).

Our goal is to ensure transparency, clarity, and efficiency in all aspects of our collaboration.

These terms have been designed with different levels of technical expertise of our Customers in mind, which is why they are written in a clear and easy-to-understand manner.

If you have any questions, please feel free to contact us — we will be happy to assist you.

1. Communication Rules

1.1

To ensure efficient cooperation, we use a limited number of communication channels in order to avoid confusion and ensure timely responses. Communication between the Parties (Customer and Contractor) takes place exclusively through:

  • Telegram/WhatsApp project chat (for the Basic plan and above) — for text messages. We respond Monday–Friday from 10:00 to 18:00.

  • Email — for financial matters, official approvals, and confirmation of key agreements.

  • ClickUp task management system (for the Standard plan and above) — the main tool for task creation, discussion, and tracking.

  • Google Meet — for group online meetings. The time, topic, and duration must always be scheduled at least 24 hours in advance.

1.2

If the Customer attempts to contact the Contractor through other channels (for example: social media or phone calls without prior agreement), such messages may remain unanswered.

1.3

Questions regarding reports, payments, or administrative matters must be discussed only with the personal manager via private Telegram/WhatsApp messages or email. This helps to avoid delays and ensures confidentiality.

1.4

The Contractor does not process voice or video messages.

Exception: screen recordings demonstrating a technical issue (bug) or technical specification recording.

1.5

The use of offensive language, abusive tone, or any form of discrimination is strictly prohibited. The Contractor reserves the right to suspend communication in case of violation of this rule.

2. Task Submission and Execution Rules

2.1

To ensure accurate understanding and efficient execution, tasks must be clearly formulated.

2.2 Task submission by the Customer

2.2.1

Tasks must be submitted in text format through one of the following channels: ClickUp, the project Telegram/WhatsApp group chat, or email (according to section 1.1).

2.2.2

Each task must contain sufficient information for clear understanding and must not allow ambiguous interpretation:

  • Detailed description of the problem or requirement (for example: “Change the ‘Buy’ button color on the homepage to blue (#0000FF)”).

  • Attached materials: screenshots, links to examples, videos (up to 2 minutes), or files (for example Figma layouts).

  • Expected result: what exactly should change after implementation (for example: “The button should be visible on mobile devices”).

2.2.3

If the task is incomplete or unclear, the Contractor may request clarification, which may delay the start of work.

2.2.4

The Customer must provide minimum hosting requirements (disk space, RAM, PHP version, permissions).

Working with hosting that does not meet these requirements may slow down or make implementation impossible.

2.3 Task processing by the Contractor

2.3.1

All tasks are recorded in ClickUp.

For Standard plans and above, the Customer may receive access to monitor task status, create tasks, and track progress (by mutual agreement).

2.3.2

For each task the Contractor specifies:

  • the responsible developer

  • estimated execution time

  • approximate completion date (deadline) considering current workload

2.3.3

Work begins only after the Customer approves the estimate, except for critical bug fixes.

2.4 Time estimation

2.4.1

Time estimates are provided as a range: “from X to Y hours” (for example: “5–8 hours”).

2.4.2

Estimates may be:

  • Rough estimate
    Used for approximate planning (e.g. “10–100 hours”).
    This estimate is free of charge.

  • Detailed estimate
    A more precise estimate (e.g. “10–20 hours”), including analysis time.
    Such analysis requires additional time and is billed according to the hourly rate.

2.4.3

If a task is completed faster or within the estimate, only the actual time spent is billed.

2.4.4

If a task takes longer than estimated, only the maximum estimated time is billed.

The additional time is covered by the Contractor.

2.4.5

The following activities are included in tracked working hours:

  • Development and implementation of functionality or design

  • Testing and code review

  • Content population (upon Customer request)

  • Project management (planning, task analysis, coordination, documentation, monitoring, meetings, and execution control)

2.5 Task priority and deadlines

  • Critical tasks
    (site is unavailable or a major page error occurs)
    → fix within 1–2 hours

  • Low complexity tasks (up to 4 hours)
    → completed within 7 working days

  • Medium complexity tasks (4–8 hours)
    → completed within 14 working days

  • High complexity tasks (over 8 hours)
    → deadlines determined individually.

3. Service Costs and Terms

We aim to maintain full transparency in pricing, therefore the cost depends on the actual time spent.

3.1

Costs are calculated based on the actual hours worked by the Contractor.

3.2

The hourly rate is individual and provided by your personal manager.

It includes work listed in section 2.4.5.

3.3

Fixing technical bugs in the SoloMono platform during the warranty period (12 months from launch) is free of charge, provided the issue was not caused by Customer modifications.

3.4

Additional expenses (e.g., third-party services or tools) are discussed and approved separately.

3.5

Basic support for new clients during the first 3 months under the Basic plan is free of charge. After that period, the Customer may choose a suitable support plan.

3.6

Work performed outside business hours (after 18:00, weekends, holidays) is charged at double rate.

4. Work Acceptance and Payment Procedure

To ensure transparency and trust, we follow a clear reporting and payment process.

4.1

By the 7th day of each month, the Contractor sends a detailed report for the previous month via email.

4.2

The Customer has 7 calendar days to review the report.

If no written objections are received within this period, the report is considered approved and the services accepted.

4.3

Payment for the previous month must be made by the 20th day of the current month.

4.4

If payment is not received on time, the Contractor may suspend work until payment is received. Work will resume within 1 working day after payment.

5. Other Provisions

5.1

These terms may be supplemented by an individual contract.

In case of disputes, Ukrainian law applies.

5.2

SoloMono reserves the right to modify and update these terms.

5.3

These cooperation terms apply only to Clients receiving custom project development.