Terms of Service
Acceptance
By creating an account, ordering a service, or otherwise using the LochStudios Panel, you agree to these terms. If you do not agree, do not use the service.
Who we are
"LochStudios" is the registered business name under which MURDOCH, LACHLAN ALEX (ABN 20 447 022 747), an Australian individual sole trader based in Grafton, NSW, 2460, provides services. In these terms, "we", "us" and "our" refer to that business.
The service
LochStudios provides web hosting, domain registration, email hosting, SSL certificates, content management, and adjacent technical services through the Panel at lochstudios.com.au. Specific service definitions, inclusions, and quotas live on the relevant catalogue page and on the invoice you accept at order time. The catalogue page at the time of order, together with that invoice, forms part of these terms.
Your account
When you create an account (or accept an invitation to join one), you must provide information that is accurate, complete, and truthful. That includes your real legal name, a working email address you control, your phone number, billing and postal address, and any business or tax identifiers you submit. You must not register under a false name, use another person’s identity without authority, or supply fabricated, outdated, or deliberately misleading contact or billing details.
You must keep your account details up to date for as long as the account remains open. Providing false or misleading information, or failing to correct it when we ask, is a material breach of these terms and may result in suspension or termination of your account and services without refund of prepaid fees, to the extent permitted by law.
You are responsible for everything that happens under your account, including the actions of any team member you invite. Keep your login secret, enable two-factor authentication, and tell us promptly if you believe your account has been compromised.
Payment
Services are billed in advance on the renewal cycle stated on the invoice. Card payments are processed by Stripe (Stripe Payments Australia Pty Ltd). We do not store card numbers. Late or failed payments may result in service suspension; see the SLA and the Acceptable Use Policy for the suspension cascade.
Cancellation and refunds
You may cancel any subscribed service at any time through the Panel. We assess each cancellation request for a refund on its merits. The outcome depends on how the service is billed and the circumstances of your request, as set out below.
Monthly billing. Services billed monthly are, as a rule, non-refundable. A refund may be granted only in exceptional circumstances and at our discretion - ordinarily where the service has been available to you for a very brief period and you notify us promptly of your intention to cancel. No refund is payable where you have used the service for any material part of the current billing month, including where cancellation is requested shortly before the renewal date. Cancelling a monthly service prevents the next renewal from being charged; amounts already paid for the current billing period are not refunded.
Annual billing. Services billed annually are eligible for a pro-rata refund of prepaid fees for unused time. On cancellation, we calculate an equivalent monthly fee (the annual amount divided by twelve), retain charges for each month (or part thereof) the service was available to you, and refund the balance attributable to whole months not yet elapsed. By way of example only: an annual service priced at $100.00 equates to $8.33 per month; if you cancel after three months of use, we retain $25.00 for the period used and refund $75.00 for the nine unused months.
Domain registrations. You may cancel a domain registration order at any time before our upstream registrar submits the order to the relevant registry and that registry accepts it. If you cancel within that window, we will process the cancellation and refund any fees paid. Once the registry has accepted the order, the registration is final and fees are non-refundable.
Nothing in this section limits any rights or remedies you may have under the Australian Consumer Law that cannot be excluded by agreement.
Acceptable use
Your use of any LochStudios service is also governed by the Acceptable Use Policy. A breach of the AUP is a breach of these terms.
SMS, MMS, and messaging
How we use messaging
LochStudios may use SMS, MMS, WhatsApp, or similar messaging channels to deliver account, billing, service-status, and support communications, and (only where you have opted in) optional operational notifications. SMS is never used for marketing. Product news, offers, and other marketing go by email only, and only when you have opted in.
By providing a mobile number and agreeing to receive messages - including when you enable messaging preferences in the Panel or complete a product flow that requires a phone number - you consent to receive those operational messages from LochStudios and our messaging providers.
New contacts record consent or stop/resume at /sms. Existing clients who already consented under Account do not need to opt in again. Phone numbers are collected from you directly; we do not buy lists.
What SMS is for
SMS is operational only. We use it for account notifications, billing, service status, and, when needed, a code to verify that a phone number is yours (not to sign in). SMS is never used for marketing, lead generation, or affiliate promotion.
SMS is not used for two-factor authentication. Login two-factor authentication uses an authenticator app, which you manage in the Panel under Account → Two-factor authentication. A texted code only proves the number is yours; it is not a sign-in code, a two-factor code, or a login recovery code.
Message frequency varies with account activity and the notifications you enable. Message and data rates may apply.
How to opt out
To stop operational SMS to a number, reply to a LochStudios message that came from a number with STOP, UNSUBSCRIBE, CANCEL, END, QUIT, or OPT OUT. You can text STOP, HELP, or START to +18338412463 or +61480001064; those keywords work the same on both numbers. In Australia only, some messages are from the name LochStudios (cannot reply); text STOP to either number. You can also use the Stop form on /sms. Operational messages may also include a one-click opt-out link to /portal/sms-opt-out.
That reply, text, form, or link places the number on our hard opt-out list. Until you resubscribe, we will not send further SMS to it through the Panel messaging system, including account-security, billing, service-status, staff-composed, and system notices.
How to resubscribe
Reply START to a message from a number. You can text START to +18338412463 or +61480001064; those keywords work the same on both numbers. In Australia only, if the earlier message was from the name LochStudios, text START to either number. You can also use the Resume form on /sms. That removes the number from the hard opt-out list so operational SMS can resume.
Help
Reply HELP or INFO to a message from a number for an automated reply with support details: how to open a ticket in the Panel (/portal/tickets), email support@lochstudios.com, and our published regional support phone numbers (Australia, United States, United Kingdom, New Zealand, and Australian remote support). HELP already identifies the business as LochStudios and includes Reply STOP to opt out when the reply is from a number.
You can text STOP, HELP, or START to +18338412463 or +61480001064; those keywords work the same on both numbers. In Australia only, if a message is from the name LochStudios, you cannot reply HELP to it. Text HELP to either number, or contact support by email or the Panel. HELP replies are still delivered after a STOP opt-out so you can reach us.
Preferences and what opt-out does not change
When your phone is verified, manage billing and service-status SMS under Account → Notification preferences. Those categories only send when the matching preference is on. Account-security SMS (security notifications and, when needed, a code to verify this number is yours, not to sign in) may still be sent when needed for account safety if the number is not on the hard opt-out list. Those messages are not sign-in, two-factor, or login-recovery codes.
Opting out of SMS does not cancel your Panel account or paid services. Our handling of messaging data is described in the Privacy Policy, including that we do not sell or share mobile opt-in information with third parties for their marketing.
What every SMS includes
These content rules apply to every SMS we send, in every country, not only the United States. Each message identifies the business as LochStudios, states a clear purpose, and includes Reply STOP to opt out when the message is from a number. You can text STOP, HELP, or START to +18338412463 or +61480001064; those keywords work the same on both numbers. In Australia only, some messages are from the name LochStudios (cannot reply); text STOP to either number. We do not use shortened URLs unless they are LochStudios-branded. We do not send lead-gen or affiliate content.
United States
Where messages are sent to US numbers, you represent that you are the subscriber or customary user of the number (or have authority to consent for that number). The US programme number is +18338412463. You can text STOP, HELP, or START to that number; those keywords work the same as on +61480001064. US-destined traffic is sent on our registered A2P 10DLC programme (or an equivalent short-code registration where used) and is subject to the Telephone Consumer Protection Act (TCPA) and applicable carrier campaign-filing requirements. Consent for operational texts is not a condition of purchasing other LochStudios services unless a particular product expressly requires a reachable number to function.
Australia and other countries
Messaging we send is also subject to the Spam Act 2003 (Cth) and, for recipients outside Australia, any local anti-spam and telecommunications rules that apply to us. The content rules under What every SMS includes apply in every country.
You must not use LochStudios messaging features (including any SMS, broadcast, or virtual telephony products we provide) to send unlawful spam, scam content, marketing SMS, lead-gen or affiliate content, or messages without the consent required in the recipient’s jurisdiction. A breach of those rules is a material breach of these terms and of the Acceptable Use Policy.
Service availability
Service-level commitments, credit eligibility, and the published incident process live in the Service Level Agreement. Beyond the SLA, LochStudios provides the service "as is" to the maximum extent permitted by law.
Liability
To the maximum extent permitted by law, LochStudios is not liable for indirect, incidental, special, consequential, or punitive damages, or for loss of profits, revenue, or data. Where liability cannot be excluded, it is limited to the amount you paid LochStudios for the affected service in the 12 months preceding the claim.
Termination
We may suspend or terminate your account for non-payment, a material breach of these terms, or a breach of the Acceptable Use Policy. Where reasonably possible we will provide notice and a window to remediate. Termination does not release you from amounts already owed.
Changes
We may update these terms; the current version is always published here with a version number and last-updated date. Continued use of the service after a change is acceptance of the updated terms.
Governing law
These terms are governed by the laws of New South Wales, Australia. The courts of New South Wales have non-exclusive jurisdiction.
Contact
Questions about these terms? Email support@lochstudios.com or open a ticket from the Panel.