Terms of trade ...

We take our relationships with our clients very seriously. Which is why we ask everyone with whom we work to abide by some common sense terms and conditions. This ensures a good working partnership and avoids any confusion or surprises.

Initial consultation
Your initial consultation is free of charge. This covers an exploratory conversion, face-to-face or remote, electronic or spoken, to establish your needs. Whether we can help. How we’d approach your project and how long any work is likely to take. All work undertaken beyond this is chargeable at an agreed rate or flat fee.

Sample work
Unless otherwise stated, ‘try-out’ work is chargeable. This includes sample pages published to a server; ‘flat’ files of design or copy; training plans or further consultation or concepts, ideas and branding.

Cancellation or postponement
If for any reason, you do not wish to complete your project you may withdraw and we will invoice you for
our work to date. Provided this is paid you may resume your project at any time.

Provider withdrawal
In the rare event we feel we cannot complete your project to your or our satisfaction, through no fault of
our own, we reserve the right to withdraw our services and invoice for completed work. We will always
offer a detailed explanation as to why this has occurred.

Availability
We provide good levels of accessibility to our clients and are available by phone, mobile or email between
9.00am and 6.00pm weekdays.

Transfer to another provider
If you wish to transfer your project to another provider, that’s absolutely fine. There may, however, be a
fee for the transfer of domains, artwork, files, passwords or other materials.

Deposits
If you haven’t worked with us before we will probably ask for a deposit. The amount is usually 10% of the
agreed fee or rate.

Account balance
The balance on your account becomes payable within 30 days of receipt of our invoice. If we do not receive
payment within 30 days we will issue a reminder and all fees must be paid on receipt of this reminder.
If we feel a client is avoiding payment we will seek recompense through the appropriate legal channels.
Please do not order work unless you are absolutely certain you can pay the final invoice. Invoices are
generally issued by email. If you require a paper invoice, please request this and we’ll be happy to oblige.

Payment difficulty
If you are likely to have difficulties paying your invoice, you must let us know as soon as possible so we can
reach an arrangement with you. We will be as understanding as we can, but cannot write off outstanding
invoices.

Deadlines
If you have a strict deadline for completion of your project, you must communicate this to us when we
start your work. We aim to deliver work on time, every time but we need to be sure when it is needed.

Ownership
On payment of your invoice, all work passes to your ownership and you may amend, adjust or develop
it in any way you wish.

Copyright material
If you provide us with images, text or content, you must ensure you have the appropriate copyright
clearance on this material. We cannot take responsibility for any resulting copyright dispute.

Hosting fees
If we provide hosting to you, then it is important to settle your invoice within 30 days of receipt.
If you don’t, we reserve the right to delete your website and may charge a fee to restore it.

Amends policy
Reasonable amends are undertaken as your project progresses without adding to your final fee.
However, major rethinks or additions are almost certainly chargeable. Please ask us for a quote
before ordering major changes or additional work.

Dissatisfaction policy
We make customer satisfaction our first priority and have many happy clients as a result. If for any reason
you are unhappy with our work or service you must let us know as soon as possible to allow us to rectify
the situation. We will make every effort to make right any problems but fee reductions will only be
considered if we have had the opportunity to address your dissatisfaction.

FTP, domains and hosting
If the hosting for your site is arranged through Magnesium, we will take responsibility for maintaining
this service and any facilities associated with it. If your site and / or domain is controlled elsewhere, you
must provide relevant usernames and passwords yourself. Unfortunately we are not able to contact
former providers for these details as they are not permitted to release them to us.

Performance
All our sites are constructed using best search engine optimisation practice. However, as search engines
are outside our control, unless specific SEO performance is agreed we cannot guarantee search engine
position. Equally, unless specific marketing outcomes are agreed, we cannot guarantee levels of sales
or enquiries via a site.