You’ll need to provide all necessary feedback, text, images, and content in a timely manner. If the project is delayed by more than 14 days due to a lack of client communication or missing assets, we reserve the right to pause the project, reallocate resources, and immediately invoice for all unbilled hours completed to date.

You can cancel a project by getting in touch with us. In the event of cancellation, we will immediately invoice for all unbilled hours worked up to the date of cancellation, and the initial deposit remains non-refundable. Cancellation of ongoing hosting requires a minimum of 30 days’ notice.

You only have to start paying your monthly management fee after your website has been live for a full month. For example, if your website went live mid-June, your first monthly fee would be included in your July invoice, which would be paid in August.

Yes, a non-refundable deposit of 50% of the initial design and development quote is required to commence work. Upon project completion, you will be required to pay the rest of the quote amount.

Yes, any work outside of our agreed scope will be billed at £49/hour, rounded to the nearest 15 minutes. Work conducted in this manner is accurately time-tracked and details will be available in the invoice.

Monthly invoices after initial design and development include your monthly management plan fee, as well as any ad-hoc work that took place during that month.

You have 14 days to pay any invoices. Late payments will incur a fee of 5% on the outstanding balance.

Your deposit can be paid at any time. Work starts as soon as your deposit is paid.

Then, invoices for completed work and management plan fees are issued on the first of every month, and will contain all fees due for the previous month. Please let us know if you require invoices to be issued on another day of the month.

We do not take any payment automatically because each invoice requires a signature as confirmation that our work is satisfactory.

If required, exceptions can be made to allow for automatic recurring payments. Please let us know if you require automatic recurring payments.

It’s really easy to request changes. Simply head over to your client support portal and create a ticket, or get in touch by any other means and we’ll create that ticket for you.

A number of hours of ad-hoc work are included in your management plan. Any work exceeding this will be charged at £49/hour, rounded to the nearest 15 minutes. If work does exceed your included hours, you’ll be made aware before we proceed.

Work conducted in this manner is accurately time-tracked and details will be available in the invoice.

We provide a managed service. Therefore, to keep your website secure and avoid breaking changes, we generally do not allow our clients to access their site’s Content Management System (CMS).

If access is required, please let us know. Please note that any work required to roll back changes made by the client that break website functionality or layout will be charged at an hourly rate of £49/hour, rounded to the nearest 15 minutes. Work conducted in this manner is accurately time-tracked and details will be available in the invoice.

Upon full payment of the deposit and remainder of the quoted amount, you legally own the final visual design, graphics, custom frontend code, and content created specifically for this project. We retain the right to use any pre-existing code, proprietary frameworks, and licensed third-party assets.

We reserve the right to showcase the completed website in our professional portfolio. Our portfolio will not contain personal information such as your name or company’s name without permission unless they are already clearly stated on your website.

All clients get same-day support (where applicable) during opening hours. You can submit support requests 24/7, but they may not be processed until the next working day.

All clients also get emergency support during opening hours, where submitted requests are escalated to top priority. Misuse of this system, such as submitting a non-critical issue as an emergency, will incur a fee of £300/request + £49/hour of work.

You can submit an emergency support request for any issue that prevents the normal functioning of the entirety of a website, a website’s core service, or another hosted service. For example, a website which doesn’t load at all, an ecommerce site whose payments aren’t working, or an email system that can’t send/receive emails.

Some management plans include 24/7 emergency support, which have the same conditions as mentioned above.

Simply head to your client support portal to submit a ticket or get in contact with us and we’ll make a ticket for you.

If submitting a support request over the phone, we might ask you for your client PIN to verify your identity and to prevent unauthorised changes. If you don’t have this to hand, we might ask you to reply to a text or email with a provided code.

Similarly, we ask that you include your client PIN in any support requests made via other channels, for the same reasons.

We will always attempt to complete all requests within the working day if they are submitted during working hours, but we cannot guarantee this.

Whatever method you use to submit a support request, you will always be able to see the status of your request in your client support portal.

You may also receive notifications from the system regarding updates to your request, and we’ll also contact you ourselves to keep you updated on the status of your request.

We have a monitoring system that monitors the infrastructure your website and other services are running on. Your latest invoice will show what systems your services are running on. Before submitting a ticket, check out the status of these services in the footer of this page to see whether we are already aware of an ongoing issue.

If in doubt however, you can always get in touch and we’d be happy to help!

Please note that if your website and/or services run on dedicated private systems, these may not be shown on the service status page.