Terms of Service
Last Updated: September 24, 2026
Who we are
Who we are Hapen Agency ("Hapen", "we", "us") is a digital agency registered in Kosovo.
Registered name: Hapen Agency SH.P.K.
Business number: 811894668
Email: contact@hapenagency.com
Who these terms are with
These terms apply to all work carried out by [full registered company name] ("Hapen", "we", "us"), a company registered in Kosovo under number 811894668,.
By paying an invoice, accepting a proposal, or asking us to begin work, you agree to these terms.
Your proposal comes first
Every project starts with a written proposal setting out what we'll do, what it costs, and when it will be delivered.
Where the proposal and these terms disagree, the proposal wins. Anything not in the proposal isn't included.
Prices and payment
Prices are published on our website and confirmed in your proposal. They're in euros, and we can invoice in US dollars for US clients.
Store Build and Brand: 50% before work begins, 50% before launch or final delivery.
Growth: monthly in advance, on the first of each month. Minimum three months, then continuing month to month until either side gives 30 days' written notice.
Audits: paid in full in advance.
Invoices are due within 14 days. If an invoice is more than 14 days late we may pause work until it's paid, and we'll tell you before we do.
Bank transfer fees and currency conversion costs are yours.
What you need to do
Projects depend on you as much as on us. You agree to:
If materials or approvals are late, the delivery date moves by the same amount. If a project stalls on your side for more than 90 days we may close it, invoice for the work done, and treat restarting as a new project.
Revisions
Two rounds of revisions are included in Store Build and Brand, unless your proposal says otherwise.
A round means one consolidated list of changes. Changes sent one at a time are not a round.
Revisions cover adjustments to work we've delivered, copy, images, color, spacing, arrangement. They don't cover new pages, new features, added products beyond the agreed number, or a change of direction after you've approved one. Those are new work, quoted in writing before we start, and never added to an invoice without your agreement.
Additional rounds can be quoted.
Timelines
Dates in your proposal are our commitment, provided you meet yours under section 4. We'll tell you promptly if anything threatens a date.
Who owns what
Once you've paid in full, the work is yours. Designs, files, source files, copy, store configuration — all of it transfers to you.
Before full payment, everything remains ours.
Third-party materials - fonts, stock images, apps, themes, are licensed rather than owned. We'll tell you what's licensed and on what terms, and licenses are bought in your name where possible.
We keep the right to use our own tools and methods - templates, components, processes we've developed, on other projects. That doesn't include anything specific to your brand.
Showing your project
We'd like to show the work in our portfolio and case studies, including screenshots and a description of what we did.
Tell us if you'd rather we didn't, and we won't. You can ask us to remove a project at any time and we'll do it.
We'll never publish confidential business information, your sales figures, or a quote from you without your written permission.
Services you pay for separately
Some things are yours to pay for directly, not billed through us:
Advertising spend is never included in our fees. Ads are paid by you from your own accounts, and the budget is your decision.
What we don't promise
We work carefully and we've done this before.
But:
We don't guarantee results. Sales, rankings, ad performance and social reach depend on markets, algorithms and platform decisions that nobody controls. Any figure we discuss is an estimate, not a promise.
We don't control third-party platforms. If Shopify, Meta or Google changes how something works, suspends an account, or has an outage, that's outside our control.
We're not responsible for content you supply. You confirm you have the right to use the images, text, logos and products you give us, and that they don't infringe anyone else's rights.
Limits on liability
Nothing here excludes liability that can't lawfully be excluded.
Otherwise, our total liability for any project is limited to the fees you've paid us for that project, and we're not liable for lost profits, lost sales, lost data or indirect losses.
Confidentiality
Anything you tell us in confidence stays confidential, and we expect the same. This continues after the work ends.
Your customers' data
When we work in your store, advertising accounts or analytics, we handle personal data belonging to your customers. You remain responsible for that data; we act only on your instructions, use it only for the work you've asked for, and lose access when the work ends.
A separate data processing agreement covers this in detail - ask and we'll send it.
See our privacy policy for how we handle your own data.
Ending the work
You can stop a project at any time. You'll be invoiced for work completed to that point, and we'll hand over everything you've paid for.
Deposits are non-refundable, because the time they reserved has already been set aside.
Retainers end with 30 days' written notice after the three-month minimum.
We may end the work if invoices go unpaid, if a project stalls on your side beyond [60] days, or if the working relationship becomes abusive. We'd talk to you first.
Audit refunds: if we review your store and genuinely find nothing worth changing, we'll say so and refund you in full.
Things outside anyone's control
Neither of us is liable for delays caused by events beyond reasonable control, outages, natural events, war, or a platform's own failures. We'll tell you promptly and agree a new date.
Law and disputes
These terms are governed by the laws of Kosovo, and the courts of The Commercial Court of the Republic of Kosovo have jurisdiction. We'll both try to resolve any dispute by discussion before taking it further.
Changes
We may update these terms. The version in force for your project is the one published when you accepted your proposal.