The website design and build does not have a separate upfront design charge. You pay for the ongoing hosting, maintenance and support subscription, along with any optional extras or specialist functionality agreed before work begins.

Your first three monthly subscription payments are collected in advance so we can allocate the licences, software, hosting resources and development capacity required for your website.

This payment covers months one to three of your subscription—it is not an additional setup fee.

The advance payment is normally non-refundable once your application has been accepted and the funds have been allocated to licences, software, onboarding and reserved development resources.

This is subject to your contractual and statutory rights and any circumstances expressly covered by our Business Terms of Service.

Regular monthly billing begins at the start of month four. Your first three months are covered by the advance payment made when your project starts.

Yes. Our conditional free-build service has a minimum term of 18 months from the effective date shown in your Order Form.

After the minimum term, the service continues on a monthly rolling basis and can normally be cancelled by giving at least 30 days’ written notice.

Your package will normally include:

• UK website hosting
• Software and licence contributions
• SSL security
• Routine website maintenance 
• Software and security updates
• Technical monitoring
• Scheduled backups
• Support from our UK-based team
• An agreed allowance for website updates

Your exact services and support allowance will be confirmed in your Order Form.

Websites are ordinarily hosted on our own UK-based infrastructure. Keeping our principal hosting environment in the UK helps us provide responsive technical support and maintain close control over performance, maintenance and security.

Our principal hosting environment uses solar-generated electricity as part of its power supply. We are committed to reducing the environmental impact of website hosting while maintaining a reliable and professional service.

Yes. Our web designers, support specialists and server engineers are based in the UK, operating across London, Cornwall and Devon, including Exeter.

You will receive support from people who understand both your website and the UK business environment.

Our standard monthly availability target is 99.9%, subject to planned maintenance, emergency work and the exclusions explained in our Service Level Agreement.

If availability falls below the applicable target, qualifying clients may be entitled to service credits under the SLA.

Timescales depend on the size and complexity of the website, how quickly you provide the required information and whether any specialist functionality is needed.

We will provide an estimated schedule after reviewing your requirements. Delays in supplying content, approvals or access details may affect the completion date.

You will normally need to provide:

• Your business information
• Logo and brand materials
• Services or product details
• Contact information
• Photographs and other media
• Required legal or regulatory wording
• Access to an existing domain or website, where relevant
• Feedback and approvals during development

We will explain exactly what is needed during onboarding.

Content assistance may be available, depending on your selected package and project scope. Copywriting, photography, branding and advanced SEO work may involve an additional charge if they are not included in your Order Form.

Yes. You can normally continue using an existing domain name. We may ask for access to its DNS settings so that we can connect it to the new website.

The domain remains yours, provided it is registered in your name and you continue paying any applicable domain-renewal charges.

This depends on the website and your service package. Where appropriate, we can provide access and guidance for making basic content changes.

We recommend asking our support team to handle technical, structural or software-related changes so that the website remains secure and stable.

An agreed level of routine support and website updates may be included in your monthly plan. The precise allowance will be stated in your Order Form.

Larger redesigns, new systems, extensive content entry and functionality outside the original scope may be quoted separately.

Your website will normally be built using sensible technical and on-page foundations, such as mobile-friendly layouts, clear page structures and editable metadata.

Ongoing SEO campaigns, content creation, link building and guaranteed search rankings are not included unless specifically stated in your Order Form. No responsible agency can guarantee a particular Google position.

You continue to own the content, photographs, logos, trademarks, customer data and other materials that you provide, subject to any third-party rights.

Ownership and release of the website design, custom development and site files are governed by your Business Terms of Service and Order Form.

Yes. You can request to move your website elsewhere.

Your domain, original content and client data remain available to you. However, because the website was built without a separate upfront design charge, obtaining a transferable copy of the design, custom code and website files requires payment of the fixed Design Release Fee stated in your Order Form.

The Design Release Fee will normally be between £1,500 and £4,500 plus VAT, depending on the size, complexity and development work involved.

Your exact fee must be fixed in your Order Form before you accept the service. It is not decided arbitrarily when you ask to leave.

Outstanding subscription amounts and any applicable early-termination charges must also be paid before the transferable website package is released.

Your transferable website package will include the eligible design, custom code and site files created for your project once the applicable release conditions have been met.

Some third-party software, licences, themes, plugins, hosting systems or proprietary tools may not be transferable. Where possible, we will explain which elements require replacement licences or an alternative solution.

You can ask to terminate the service early, but an Early Termination Charge may apply. This reflects the remaining contractual commitment, subject to deductions for costs we reasonably avoid as a result of early termination.

The full calculation and any exceptions are explained in our Business Terms of Service.

We will normally contact you and give you an opportunity to bring the account up to date. Continued non-payment may result in support being paused, the website being suspended or the Agreement being terminated.

Any outstanding charges will remain payable in accordance with the Business Terms of Service.

Our service uses measures such as SSL encryption, access controls, monitoring, software maintenance, security updates and scheduled backups.

No website or internet service can be guaranteed completely secure, so clients must also protect their passwords, devices, email accounts and administrator access.

We can discuss additional pages, functionality, e-commerce, booking systems, integrations, SEO and other improvements as your organisation grows.

Work outside the original scope will be explained and quoted before it begins.

The service is intended for businesses, charities, community organisations, partnerships, sole traders and other organisations purchasing for business or organisational purposes.

Applications are reviewed before acceptance. Submitting an application does not guarantee that a project will be accepted.

No charges should be hidden. Your Order Form should clearly state:

• The monthly subscription
• The initial three-month payment
• The minimum term
• What support and maintenance are included
• The agreed website scope
• Any optional extras
• The fixed Design Release Fee
• Any applicable VAT

Please read your Order Form and Business Terms of Service carefully before accepting.

Contact us or complete the application form with some information about your organisation and the website you need. We will review your requirements and explain the proposed scope, monthly subscription, initial payment and next steps before you commit.

For additional questions, email [email protected].