Terms & Conditions
The following terms and conditions apply to all website design, website development, hosting, support, maintenance, SEO, consultancy and related digital services provided by Norfolk Web Support to the Client.
Please read these terms carefully. By accepting a quotation, paying an invoice, paying a deposit, instructing us to begin work, supplying project materials or using any of our services, you agree to these terms and conditions.
1. Definitions
In these terms, "Norfolk Web Support", "we", "us" and "our" means Norfolk Web Support.
"Client", "you" and "your" means the individual, business, organisation or company purchasing services from Norfolk Web Support.
"Services" means any website design, website development, hosting, support, maintenance, SEO, consultancy, digital marketing, content work, software configuration, domain management or related services supplied by Norfolk Web Support.
"Project" means any work undertaken by Norfolk Web Support following acceptance of a quotation, proposal, invoice or instruction to proceed.
2. Acceptance
It is not necessary for the Client to have signed these terms and conditions for them to apply.
The Client will be deemed to have accepted these terms and conditions when they accept a quotation, pay a deposit, pay an invoice, provide written instruction to proceed, supply materials for a project, or use any service supplied by Norfolk Web Support.
These terms apply alongside any quotation, proposal, invoice, email agreement or written project specification provided by Norfolk Web Support.
3. Agreement and Scope
The quotation, proposal, project specification, invoice and these Terms and Conditions together form the agreement between Norfolk Web Support and the Client.
Only work specifically included in the quotation, proposal, invoice or written project specification is included in the agreed price.
Verbal discussions, suggestions, ideas, examples, estimates or recommendations do not form part of the agreement unless confirmed in writing by Norfolk Web Support.
4. Quotations
Quotations are valid for thirty (30) days unless otherwise stated. Norfolk Web Support reserves the right to amend, withdraw or decline a quotation after this period.
Quotations are based on the information available at the time they are prepared. If the Client changes the requirements, adds new requests, delays the project or requires additional work, further charges may apply.
5. Deposits, Advance Payments and Stage Payments
Website design and development projects normally require an advance payment or deposit before work begins.
Deposits, advance payments and stage payments are non-refundable once work has commenced. This is because Norfolk Web Support allocates time, resources and scheduling to the project once the Client gives approval to proceed.
Stage payments become payable at the agreed project stages. Final payment is due before launch, transfer, release of files, handover or completion of the project unless otherwise agreed in writing.
6. Payment Terms
Invoices are normally sent by email and are payable within fourteen (14) days of the invoice date unless otherwise stated.
Where payment remains outstanding, Norfolk Web Support reserves the right to pause work, withhold delivery, suspend services or delay launch until payment is received.
Accounts that remain unpaid after the due date may be subject to an administration charge and/or interest. Norfolk Web Support also reserves the right to recover reasonable costs incurred in collecting overdue sums, including debt recovery costs, legal costs and administrative costs.
7. Refunds and Non-Refundable Work
The Client acknowledges that Norfolk Web Support provides professional services involving time, expertise, planning, scheduling and resource allocation.
Once work has commenced, payments made are non-refundable except where required by law.
Refunds will not be provided where:
- The Client changes their mind.
- The Client changes business direction.
- The Client decides not to proceed after work has started.
- The Client engages another supplier.
- The Client does not use the completed work.
- The Client dislikes work that has already been approved.
- The Client fails to provide required information or content.
- The website, SEO or marketing work does not generate a desired level of sales, enquiries, rankings, traffic or revenue.
8. Client Responsibilities
The Client agrees to provide all information, content, images, access details, login credentials, feedback and approvals reasonably required for Norfolk Web Support to complete the project.
The Client is responsible for ensuring that all supplied information is accurate, lawful and suitable for use.
The Client is responsible for checking names, addresses, contact details, pricing, product information, opening hours, service details, legal wording, policies, images and all other content supplied or approved by the Client.
Norfolk Web Support is not responsible for errors, omissions or inaccuracies in content supplied or approved by the Client.
9. Client Approval of Content
Where the Client supplies, reviews or approves website content, images, SEO text, product information, service information, prices, contact details or other materials, the Client accepts responsibility for the accuracy of that information.
Once content has been approved, published or used by the Client, any later correction, replacement or amendment may be treated as additional work and charged separately.
10. Project Timescales and Delays
Norfolk Web Support will make reasonable efforts to complete work within agreed timescales. Any timescale provided is an estimate unless expressly confirmed as a fixed deadline in writing.
Norfolk Web Support shall not be responsible for delays caused by the Client, third-party suppliers, hosting providers, software providers, domain registrars, payment gateways, search engines, advertising platforms or any matter outside our reasonable control.
If progress is delayed because the Client has not supplied required information, feedback, content, access or approval, Norfolk Web Support may place the project on hold and reschedule the work.
11. Project Dormancy
If a project remains inactive for more than thirty (30) days because the Client has not provided required content, feedback, approval, access or payment, Norfolk Web Support may place the project on hold.
If a project remains inactive for more than sixty (60) days due to Client delay, Norfolk Web Support reserves the right to close the project, invoice for work completed and charge a reasonable recommencement fee if the Client later wishes to continue.
12. Client Review and Acceptance
Norfolk Web Support will provide the Client with reasonable opportunities to review the design, content and functionality of the website during the project.
Work will be deemed accepted if:
- The Client gives written approval.
- The website is launched.
- The Client begins using the website or service.
- The Client requests further work following delivery.
- The Client does not notify Norfolk Web Support of material issues within ten (10) days of the work being made available for review.
Once work has been accepted, approved, launched or used, it shall be treated as delivered in accordance with the agreed scope.
13. Revisions and Amendments
Reasonable revisions are included during the project where they fall within the agreed scope.
Requests made after approval, launch or completion may be treated as additional work and charged separately.
Norfolk Web Support reserves the right to determine whether a requested change is a revision within the original scope or additional chargeable work.
14. Additional Work and Scope Changes
Any work outside the agreed quotation or specification may be charged separately.
Additional work may include, but is not limited to:
- Additional pages.
- Additional design concepts.
- Additional revisions.
- Additional meetings.
- Additional functionality.
- Additional integrations.
- Additional SEO work.
- Additional content writing.
- Changes to previously approved work.
- Fixing issues caused by third-party changes.
Where possible, Norfolk Web Support will advise the Client before carrying out additional chargeable work.
15. Meetings, Calls and Consultation Time
Reasonable communication required to complete a project is included within the quoted work.
Extended meetings, repeated calls, additional consultancy, detailed training, strategic advice or ongoing support beyond the agreed project scope may be charged separately.
This helps ensure that project costs remain fair and proportionate for both parties.
16. Professional Recommendations
Norfolk Web Support may provide recommendations regarding website design, functionality, hosting, security, SEO, marketing, performance and usability based on professional experience.
The Client may choose whether or not to follow such recommendations. Norfolk Web Support shall not be liable for any issue, loss, performance problem, security issue, ranking issue, usability issue or business impact resulting from the Client declining, delaying or overriding professional recommendations.
17. Website Launch and Handover
Final payment is required before a website is launched, transferred, handed over or released unless otherwise agreed in writing.
Norfolk Web Support reserves the right to withhold launch, handover, transfer, files, access or materials where payment remains outstanding.
18. Ownership and Intellectual Property
All website files, designs, layouts, graphics, code, content, configuration and related materials created by Norfolk Web Support remain the property of Norfolk Web Support until all invoices relating to the project have been paid in full.
Where payment remains outstanding, Norfolk Web Support reserves the right to withhold website files, website transfers, hosting migrations, domain transfers, administrative access and project materials until all outstanding sums have been paid in full.
Once all invoices have been paid, the Client will own the final website design and content specifically created for the Client, subject to any third-party licence terms.
Norfolk Web Support retains ownership of pre-existing tools, methods, code libraries, frameworks, processes, templates and know-how used in delivering the Services.
19. Third-Party Software, Plugins and Licences
Websites may use third-party software, plugins, themes, APIs, payment gateways, booking systems, analytics tools, hosting systems or other external services.
Norfolk Web Support is not responsible for failures, changes, price increases, policy changes, incompatibilities, security issues or service interruptions caused by third-party products or services.
Unless otherwise stated, third-party licence fees, renewals and subscriptions are the responsibility of the Client.
20. Browsers, Devices and Compatibility
Norfolk Web Support makes reasonable efforts to ensure websites work on current major browsers and commonly used devices at the time of development.
Norfolk Web Support cannot guarantee identical display or functionality across all browsers, devices, screen sizes, operating systems or future software versions.
Work required due to future browser updates, software updates, device changes or third-party changes may be charged separately.
21. Website Performance
Norfolk Web Support will make reasonable efforts to build websites in a professional and practical manner.
However, website speed, Core Web Vitals, search engine performance, conversion rates and general website performance can be affected by many factors outside Norfolk Web Support's control.
These may include hosting quality, server configuration, third-party plugins, themes, tracking scripts, advertising scripts, images, content added after launch, third-party modifications, search engine changes and the Client's ongoing use of the website.
Unless a specific performance service has been agreed in writing, Norfolk Web Support does not guarantee any particular speed score, Core Web Vitals result, search ranking, conversion rate, traffic level or sales result.
22. Search Engine Optimisation and Marketing
Norfolk Web Support does not guarantee specific search engine rankings, traffic levels, enquiries, sales, leads, advertising returns, revenue or profit.
Search engines, advertising platforms and social media platforms are controlled by third parties and may change their algorithms, policies, costs and systems at any time.
Any SEO, advertising or marketing advice is provided in good faith based on the information available at the time.
23. Hosting, Domains and Email
Where Norfolk Web Support provides hosting, domain or email support, the Client remains responsible for paying renewal fees and providing accurate account information.
Norfolk Web Support shall not be liable for loss, suspension or expiry of domains, hosting, email or related services caused by non-payment, late payment, incorrect information, third-party failure or matters outside our reasonable control.
Hosting, email or domain services may be suspended where invoices remain unpaid.
24. Client Access and Third-Party Access
Where the Client requests access to website files, hosting, CMS administration, domain accounts or other systems, the Client accepts responsibility for any changes made by them or by any third party acting on their behalf.
Norfolk Web Support is not responsible for faults, errors, downtime, data loss, security issues or performance issues caused by the Client or third parties after access has been provided.
25. Post-Launch Alterations
Norfolk Web Support is not responsible for alterations made to a website by the Client, another developer, a third-party supplier, plugin updates, theme updates, hosting changes or other external changes after launch or handover.
Work required to investigate or correct such issues may be charged separately.
26. Security
Norfolk Web Support will take reasonable care when providing website and hosting services.
No website, hosting account, email account or online system can be guaranteed to be completely secure.
The Client is responsible for using strong passwords, maintaining access control and informing Norfolk Web Support promptly of any suspected security issue.
27. Backups and Data
Where backups are provided as part of a hosting or maintenance service, Norfolk Web Support will make reasonable efforts to maintain backups.
However, the Client should not rely solely on Norfolk Web Support as the only copy of important business data.
Norfolk Web Support shall not be liable for loss of data caused by third-party failure, Client error, malware, hacking, software failure or matters outside our reasonable control.
28. Design Credit and Portfolio Use
Norfolk Web Support may include a small website design credit or link in the footer of websites we create.
If the Client requests removal of the design credit, Norfolk Web Support may charge a reasonable fee unless removal has been agreed within the original quotation.
The Client agrees that Norfolk Web Support may display completed work in its portfolio, case studies, marketing materials and social media, unless otherwise agreed in writing.
29. Lawful Use and Client Content
The Client agrees not to use any service supplied by Norfolk Web Support for unlawful, harmful, abusive, misleading or fraudulent purposes.
The Client confirms that they have permission to use all text, images, video, audio, logos, trademarks, data and other materials supplied to Norfolk Web Support.
The Client agrees to indemnify Norfolk Web Support against claims, costs, losses or expenses arising from materials supplied by the Client or from the Client's use of the Services.
30. Records and Evidence
The Client agrees that emails, invoices, quotations, proposals, project notes, support tickets, screenshots, access logs, hosting records, payment records, written approvals and other ordinary business records maintained by Norfolk Web Support may be used as evidence of work undertaken, approvals given, services supplied and communications between the parties.
31. Suspension of Services
Norfolk Web Support reserves the right to suspend services where:
- Invoices remain unpaid.
- The Client breaches these terms.
- The Client behaves abusively or unreasonably.
- The service is being misused.
- Continued service creates a legal, security, operational or reputational risk.
Suspension of services does not remove the Client's obligation to pay outstanding invoices.
32. Cancellation
The Client may cancel a project or service by giving written notice.
Where a project is cancelled after work has commenced, the Client remains liable for all work completed, time allocated, costs incurred and commitments made up to the date of cancellation.
Deposits, advance payments and payments for completed work are non-refundable.
33. Chargebacks and Payment Disputes
The Client agrees not to initiate a chargeback, indemnity claim, payment reversal or payment dispute without first contacting Norfolk Web Support in writing and allowing a reasonable opportunity for the matter to be reviewed and resolved.
Where a chargeback, indemnity claim, payment reversal or payment dispute is raised in respect of services already delivered, approved, commenced or used, Norfolk Web Support reserves the right to:
- Suspend services immediately.
- Recover the outstanding balance.
- Recover administrative costs.
- Recover bank charges and payment provider fees.
- Recover reasonable legal and debt recovery costs where permitted.
- Use evidence of work completed, approvals, correspondence, logins, access records, published work and service usage to dispute the claim.
34. Limitation of Liability
Nothing in these terms excludes liability where it would be unlawful to do so.
Subject to the above, Norfolk Web Support shall not be liable for:
- Loss of profit.
- Loss of revenue.
- Loss of business.
- Loss of goodwill.
- Loss of anticipated savings.
- Loss of data.
- Loss caused by delay.
- Indirect or consequential losses.
- Issues caused by third-party services, software, platforms or suppliers.
Norfolk Web Support's total liability to the Client shall not exceed the total amount paid by the Client for the relevant service giving rise to the claim.
35. Force Majeure
Norfolk Web Support shall not be liable for delay or failure to perform services caused by events outside our reasonable control, including but not limited to illness, power failure, internet outage, cyber attack, supplier failure, hosting failure, platform failure, natural disaster, fire, flood, industrial action, government action or changes in law.
36. Changes to These Terms
Norfolk Web Support may update these terms from time to time. The terms in force at the time the Client accepts a quotation, pays an invoice, pays a deposit or instructs work to begin shall apply to that project or service unless otherwise agreed in writing.
For ongoing services such as hosting, maintenance, support or retainers, updated terms may apply from the date they are published or notified to the Client.
37. Dispute Resolution
If a dispute arises, both parties agree to first attempt to resolve the matter through written communication and good faith negotiation.
Before commencing legal proceedings, the complaining party should provide written details of the issue and allow at least fourteen (14) days for a response, unless urgent action is reasonably required.
38. General
These terms, together with any quotation, proposal, invoice or written project specification, form the agreement between Norfolk Web Support and the Client.
These terms supersede any previous representations, discussions or understandings unless expressly agreed in writing.
39. Governing Law
These terms and conditions shall be governed by and interpreted in accordance with the laws of England and Wales.
The courts of England and Wales shall have jurisdiction over any dispute arising from these terms and conditions.
40. Severability
If any part of these terms is found to be invalid, unlawful or unenforceable, the remaining terms shall continue to apply.
