We endeavour to turn around routine updates and additions within 48 working hours, which are normally Monday - Friday, 9am - 5pm.
Express work is charged at 2× the normal rate, or at 2.5× the normal rate if carried out outside of our normal hours. Availability for express is not guaranteed, so we strongly encourage our clients to give us as much notice of possible for any time-sensitive work so that we can schedule that work accordingly.
Unallocated hours may be carried over for up to 12 months as long as all invoices are paid promptly.
Work using carried-over allocated hours may be given a lower priority.
Limits are specified within our packages. Our bandwidth limit is soft, but if you regularly exceed the limit, we'll come and speak to you about increasing this. If you require more disk space or bandwidth than our plans provide, we can provide a separate estimate for that.
Hosting package includes the specified numbers of email users (inboxes) with our preferred email provider. Additional email addresses (aliases) can be added for each user using their existing inbox. Additional users over this limit are charged at £3.30 per inbox per month.
We’ll continuously monitor your site uptime with our preferred monitoring provider every 60 seconds from two locations. Our provider uses commercially reasonable efforts to provide these services 24 hours a day, seven days a week.
We will make regular and thorough backups of your site so that it may be fully restored in case of loss.
We'll make backups of your file system at least once per month, and we'll make backups of your web site database at least once per week, and usually more often than that.
If you’d like us to take additional backups, we can provide a separate estimate for that.
Health checks are scheduled throughout the year as follows:
PAYG maintenance should be bought in advance.
Time bought is valid for a period of 12 months from the date of the last purchase.
We review our prices annually and will give you 30 days’ written notice of any increase or decrease to take effect.
Fees for services from third party sources, such as email addresses, may vary as is deemed necessary. We will endeavour to give you 30 days’ written notice of any increase or decrease.
We're sure you understand how important it is for us, as a small business, that you pay our invoices promptly. We will have invoiced you for the initial period and will then invoice 14 days before the end of each billing cycle.
We issue invoices electronically. Our payment terms are 14 days from the date of invoice by BACS or cheque. All proposals are quoted in GBP and payments will be made at the equivalent conversion rate at the date the transfer is made.
You agree to pay all charges associated with international transfers of funds. The appropriate bank account details will be printed on our electronic invoice. We reserve the right to charge interest on all overdue debts at the rate of 1.5% per month.
We require a minimum of 30 days' notice to cancel any maintenance plan.
A cancellation fee will be applied to cover any third-party products registered for your plan. Registrations of any third-party products that we hold will be transferred to you within two working days of us receiving payment of the cancellation fee.
We may at our discretion suspend or terminate the supply of any goods and services if you fail to make any payment when it is due or otherwise default in any of your obligations, or if we reasonably form the view that the content of your website may violate UK laws or be otherwise in breach of any third party’s rights. Should we decide to terminate this agreement, we'll send you a termination notice either electronically or in writing. We'll send this notice to the physical or email address we have on record.
We’ll carry out our work in accordance with good industry practice and at the standard expected from a suitably qualified person with relevant experience.
That said, we can’t guarantee that our work will be error-free and so we can’t be liable to you or any third-party for damages, including lost profits, lost savings or other incidental, consequential or special damages, even if you’ve advised us of them.
You guarantee that all elements of text, images or other artwork within your website are either owned by your selves, or that you have permission to use them. You agree to protect us from any claim by a third party that we’re using their intellectual property. Otherwise your liability to us will also be limited to the amount of fees payable under this contract and you won’t be liable to us or any third-party for damages, including lost profits, lost savings or other incidental, consequential or special damages, even if we’ve advised you of them.
Finally, if any provision of this contract shall be unlawful, void, or for any reason unenforceable, then that provision shall be deemed severable from this contract and shall not affect the validity and enforceability of any remaining provisions.