Terms & Conditions

Technical Support & Maintenance

1. Unused support and ‘ad-hoc’ time is not rolled over to the following month.
2. Plugin updates are subject to availability.
3. Commercial or premium plugins are not included in any package. If a plugin update requires a licence, you will be billed separately. We will let you know beforehand and get your agreement.
4. Bug and Error Fixing includes: replacing missing images (must be supplied by you) or re-linking to an image where necessary, correcting broken links, fixing broken code within templates, fixing issues with form sending, and fixing anything that causes significant issues to an end user trying to use your website such as broken navigation.
5. Ad-hoc Time refers to time which can be used for any odd-jobs you require on your site. These can include: adding new content, creating new pages, making changes to your menu/navigation, minor visual changes (CSS or image updates), installation of plugins, and the creation of page templates.
6. Unlimited Tasks – Packages with “Unlimited Tasks” can request an unlimited amount of support. Each task however is limited to 30 minutes to complete. If a task takes longer than 30 minutes, you will be charged separately on an hourly basis. You will be informed and asked to approve beforehand.
7. Response times are within business days only unless you have a bespoke agreement for faster response times.
8. Support time is between the hours of 9am and 5pm, Monday to Friday. It does not cover evenings, weekends, bank holidays, closure over the Christmas period or other office closure dates. Dates will be advertised.
9. Plans will not begin until the invoice has been paid.
10. You are required to supply us with an account in your CMS with full administrator privileges.
11. You are required to provide us with full SFTP or SSH access to your website’s server with read and write permissions.
12. You are required to provide us with full access to your website’s database.
13. Where a support task requests the addition or change of content, whether text, images, videos or other audio-visual content, you are required to provide us with it.

Web Graphics Package

1. The graphics package offer is limited to the following graphics:
   1. 2x Banner images (“Homepage Banners”), size specified by you, for use on your website.
   2. 2x Square graphics (1080x1080px) (“Square Social Graphics”)
   3. 2x Rectangular graphics (1200×628) (“‘Rectangle Social Graphics”)
   4. One set of graphics in 15 sizes (“Ad Set) as specified below:
      1. 120×600 – Skyscraper
      2. 160×600 – Wide Skyscraper
      3. 180×150 – Rectangle
      4. 200×200 – Small Square
      5. 240×400 – Vertical Rectangle
      6. 250×250 – Square
      7. 300×250 – Medium Rectangle
      8. 300×600 – Half Page Banner
      9. 320×50 – Mobile Leaderboard
      10. 468×60 – Full Banner
      11. 720×300 – Pop-Under
      12. 728×90 – Leaderboard
      13. 970×90 – Large Leaderboard
      14. 970×250 – Billboard
      15. 1200×1200 – Facebook Post
2. The images included in Homepage Banners, Square Social Graphics and Rectangle Social Graphics are permitted one set of amendments each.
3. The Ad Set is permitted one set of amendments per set.
4. Any unused time or un-briefed graphics expires 30 days after payment of your invoice. They cannot rollover to the following month.
5. Unless agreed during briefing, you are required to supply us with any text, photography or illustrations for use in your graphics.
6. We cannot be held responsible for delays if we are not supplied with relevant assets within a reasonable amount of time.
7. You are required to provide us with a brief and any assets at least 7 days before you need them. If we are not given 7 days lead-time or provided with relevant assets, we cannot be responsible for the missing of deadlines. We also cannot be responsible if your work is not completed before the end of your agreement.
8. Unused time or assets are non-refundable.

Design Offer

1. Unlimited amends are included provided they are within the original scope. Amends are small changes to existing designs, not additional designs.
2. Project files and any assets created or used by us where possible upon completion of each project. Stock or fonts licensed out-right may be included. Some assets such as premium fonts may require additional or extended licenses, or on-going subscriptions – these are not included and may incur additional charges if required.
3. Unused hours each month may roll over to the following month, up to a maximum of 8 hours for the duration of the contract. Unused hours at the end of a contract cannot roll over beyond the end date.
4. Unused hours cannot be refunded.
5. Unused up-front hours or payments cannot be for alternative services.
6. A minimum of four working days notice must be given for projects (our lead-time). We must be provided with a detailed brief, requirements and any assets needed prior to beginning the project.
7. We cannot be held responsible for delays due to not being provided with the assets or information we require.
8. Design for print is not included.
9. Copywriting is not included.
10. Photography is not included.
11. Branding & Identity design is not included (this includes designing logos).
12. Web design or development is not included. This includes email marketing design.
13. A “day” is defined as 8 hours. Our working days are Monday-Friday 9am-5pm (except bank holidays or vacations). Clients are provided with at least 7 days notice of any vacation time. See our Public Calendar.
14. Payment for any agreed contract is required in full prior to any work commencing.