# Introduction Welcome to CreateTheWeb Limited, a company registered in England and Wales under company number 15300868. These terms and conditions (“Terms”) govern your access to and use of our website, available at (the “Website”), as well as any services or products offered by CreateTheWeb Limited (together referred to as the “Services”). By accessing or using the Website or any of our Services, you confirm that you have read, understood and agree to be bound by these Terms. This forms a legally binding agreement between you and CreateTheWeb Limited. If you have any questions regarding these Terms, please contact us using the following details: * **Email**: * **Telephone**: +44 (0) 333 358 0039 * **Address**: 4th Floor, Silverstream House, 45 Fitzroy Street, Fitzrovia, London, W1T 6EB. Company Details * CreateTheWeb Limited is registered in England and Wales under company number 15300868. * VAT Registration Number: 456 9051 71 ## About our terms & conditions. These Terms are written to be clear and straightforward, to help you understand your rights and obligations when using our Services. Each service we provide may be subject to additional terms which are presented on separate pages for clarity. By using any of our Services, you agree to comply with all applicable sections of our terms and conditions. If anything is unclear, you should contact us before placing an order or starting any service with us. # 1. Definitions 1.1 In this contract, the terms “we”, “us”, “organisation”, “provider”, “the team”, “CreateTheWeb Limited” and “CreateTheWeb” each refer to CreateTheWeb Limited, the service provider. 1.2 In this contract, the terms “you”, “your”, “client”, “customer” and “member” refer to the individual, company or other legal entity who applies for, accesses or uses our Services, or to any person acting on their behalf. # 2. Acceptance and Application of These Terms What are Our Terms and Conditions? 2.1 These terms and conditions (“Terms”) govern your access to and use of the website located at (the “Website”) and apply to all services and products provided by CreateTheWeb Limited (collectively referred to as the “Services”). By accessing or using the Website or any part of the Services, you agree to comply with and be legally bound by these Terms. This agreement forms a binding legal contract between you and CreateTheWeb Limited. 2.2 These Terms apply to all clients, users and visitors of the Website and the Services, whether or not you choose to register an account or formally engage our Services. 2.3 We reserve the right to update or amend these Terms at any time, at our sole discretion. Any modifications will take effect immediately upon being published on the Website. Your continued use of the Website or the Services after such changes have been made will constitute your acceptance of the updated Terms. It is your responsibility to check the Terms from time to time and ensure that you remain informed of any changes. # 3. User Eligibility and Agreement 3.1 By accessing or using the Website or any part of the Services, you confirm that you have read, understood and agreed to be bound by these Terms, together with any additional terms and conditions that may apply to particular sections of the Website or specific Services. 3.2 If you do not agree to these Terms, you must not access or use the Website or any of the Services. 3.3 By accepting these Terms, you confirm that you are at least 18 years of age and have full legal capacity to enter into a binding agreement with CreateTheWeb Limited. 3.4 If you are accessing or using the Website or Services on behalf of a company or other legal entity, you confirm that you have full authority to bind that entity to these Terms. In such circumstances, all references to “you” and “your” shall refer to that entity. # 4. Payments and Charges 4.1 Deposits - For certain services, a deposit is required before work can commence. The specific amount and terms will be outlined in the written proposal provided to you. 4.2 Upfront Billing - Unless otherwise agreed in writing, all services are billed in advance. This may include full payment or an upfront deposit, depending on the nature of the project. 4.3 Late Payments - We reserve the right to suspend or withhold services if invoices remain unpaid beyond the due date. This suspension will be at our discretion and without liability for any resulting delay or loss. 4.4 Late Payment Fee - A fixed late payment charge of ten per cent (10%) of the outstanding balance will be applied for every thirty (30) calendar days that payment remains overdue, until full settlement is received. 4.5 Additional Costs - If the scope of work exceeds what was originally estimated, we reserve the right to issue revised proposals or quotations to reflect the additional work or resources required. These may be issued without prior notice where necessary to maintain progress, and continued use of our services will be deemed acceptance of the revised charges. 4.6 Pricing Changes - We may amend our pricing from time to time. Any changes will be communicated to you in advance and will apply only to future projects or renewed agreements. Existing signed contracts or ongoing projects will not be affected. 4.7 Third-Party Expenses - You remain responsible for any third-party costs directly related to your project. These may include, but are not limited to, domain registration, website hosting, software licences, stock assets or additional tools. We will always obtain your approval before incurring such expenses on your behalf. 4.8 Taxes - All fees and quoted prices are exclusive of VAT or any other applicable taxes, which will be charged in accordance with UK law and added to your invoice where relevant. 4.9 Payment Methods - We accept payment by bank transfer, direct debit, credit or debit card, or any other method agreed in writing. You are responsible for any transaction or processing fees charged by your payment provider. 4.10 Direct Debit Requirement - From May 2023, all new clients are required to pay for any recurring services via direct debit. Clients engaged prior to this date will be asked to transition to direct debit payment. If a direct debit mandate is not set up when requested, we reserve the right to suspend your services until payment arrangements are in place. 4.11 Delayed Commencement or Inactivity - Where a client makes a payment or deposit but does not provide the required content, approvals, or instructions to begin or continue the project within thirty (30) days of payment, the project may be deemed inactive. In such cases, we reserve the right to close the project file without notice. If the client later wishes to resume the work, this may be treated as a new project and may be subject to revised pricing, availability, or additional charges to reflect changes in scheduling, resourcing, or scope. Payments made prior to the period of inactivity will not be refunded or carried forward unless expressly agreed in writing. # 5. Refunds and Limitations 5.1 Non-Refundable Services - Payments made to CreateTheWeb Limited are non-refundable, unless otherwise agreed in writing. By engaging our Services, you accept that fees paid cover access to our professional time, skill, and commitment, regardless of the outcome of the work provided. 5.2 Discretionary Exceptions - In rare and exceptional cases, a refund may be considered solely at our discretion. Any such arrangement must be agreed in writing and will be subject to specific conditions set out at the time. The existence of this clause does not create any entitlement or expectation of a refund. 5.3 Third-Party and Operational Costs - You remain responsible for any external or third-party costs we have incurred on your behalf, including but not limited to domain registrations, hosting charges, advertising budgets, or software licences. These items are strictly non-refundable under all circumstances. 5.4 Limitation of Refund Liability - If a refund is granted, our total liability is strictly limited to the amount paid for the specific service in question. We shall not be liable for any indirect, incidental, or consequential loss, including but not limited to any lost revenue, downtime, or missed opportunities. # 6. Cancellations and Termination 6.1 Contracted Services - Where a signed agreement exists between you and CreateTheWeb Limited, the terms of that agreement shall take precedence and govern all matters relating to termination, cancellation, service duration, and payment obligations. The following terms apply only where no such contract is in place. 6.2 Minimum Cancellation Notice - A minimum cancellation notice period of thirty (30) days is required for all recurring services. Notice must be given in writing and received by us at least thirty (30) days prior to the date of your next scheduled invoice. Cancellations received after this time may result in additional charges. 6.3 Overlapping Services - Due to the nature of our workflows, certain services may overlap into the following billing cycle. Therefore, if a cancellation notice is received, you may still be invoiced for any services scheduled or underway within thirty (30) days following your notice. This applies to all recurring or rolling-month services and remains payable even where you no longer wish to continue. 6.4 Minimum Service Term – All services are subject to a **minimum commitment period of ninety (90) days**, unless otherwise agreed in writing. If you choose to cancel a service before the end of the minimum term, you remain liable for the full value of the service for that period. All website hosting services, including but not limited to shared hosting, business email mailboxes, and virtual private servers (VPS), are provided on a **12-month rolling contract**. Once the initial 12-month term has been completed, payment of your next invoice (the 13th month) will **automatically renew** the service for a further 12-month term. By making this payment, you agree to commit to the new term in full. 6.5 Cancellation Procedure - To cancel any service, you must submit a written request by email or other agreed method. The request must include your full name, contact information, and the specific service you wish to cancel. The reason for cancellation may be requested but is not mandatory. 6.6 Refunds on Cancellation - As outlined in Section 5, we do not offer refunds for services provided. You are responsible for settling all invoices relating to the cancelled service, including those arising during the notice period or minimum term. 6.7 Termination by CreateTheWeb - We reserve the right to terminate any recurring service at our discretion and without prior notice. We shall not be liable for any direct or indirect loss arising from such termination and are not obliged to issue refunds for any advance payments. \ 6.8 Immediate Balance Due - Upon cancellation or termination, all outstanding invoices will become payable immediately. You must ensure that any remaining balance is cleared without delay to allow for the proper closure of your account and records. # 7. Copyright 7.1 Client-Provided Content - You are solely responsible for supplying all content required for your project, including but not limited to text, imagery, videos, files, or branding assets. You must ensure that you hold the necessary rights, permissions, or licences to use all submitted content. By providing such materials, you confirm that their use will not infringe upon any third-party intellectual property rights, including copyrights or trademarks. 7.2 Ownership and Copyright - All designs, content, and deliverables produced by CreateTheWeb Limited remain our intellectual property. Upon full and final payment of all outstanding invoices, we grant you a non-exclusive, non-transferable licence to use the materials solely for the agreed purpose. This licence does not extend to resale, replication, or unauthorised distribution, unless explicitly agreed in writing. 7.3 Client Licence to Us - By providing content or materials for your project, you grant us a non-exclusive, royalty-free, perpetual licence to use, edit, and reproduce that content as required to carry out the Services. This licence is granted solely for the purpose of fulfilling the scope of work and shall not be used beyond this context without your consent. 7.4 Use of Work for Promotional Purposes - Unless agreed otherwise in writing, you authorise CreateTheWeb Limited to display completed work or extracts thereof for promotional purposes. This may include inclusion in our digital portfolio, marketing communications, social media, or case studies. Any material considered confidential will be excluded or anonymised where appropriate. 7.5 Third-Party Materials - Where you request or provide third-party materials for use in a project, you confirm that you have obtained all relevant rights and approvals for such use. We accept no liability for infringement claims arising from third-party content incorporated at your request or supplied by you. 7.6 Indemnity - You agree to indemnify and hold harmless CreateTheWeb Limited, its directors, employees, agents, and subcontractors from any and all claims, liabilities, damages, and expenses, including legal fees, that arise from your breach of intellectual property rights or from any unauthorised use of content provided by you. # 8. Liability 8.1 Limitation of Liability - To the fullest extent permitted by law, CreateTheWeb Limited’s total liability for any direct losses or damages arising out of or in connection with the provision of our Services shall be limited to the total fees actually paid by you for the specific service to which the claim relates. Under no circumstances shall we, or our employees, agents or subcontractors, be liable for any indirect, incidental, special or consequential losses, including but not limited to loss of profit, loss of business, loss of data, reputational damage, or interruption of service, whether foreseeable or not, and regardless of the cause. 8.2 Exclusions of Liability - We shall not be held liable for any loss or damage arising from circumstances beyond our reasonable control. These include, but are not limited to, natural disasters, extreme weather events, war, civil unrest, strikes, government restrictions, internet or hosting failures, and third-party service disruptions. 8.3 No Warranty or Guarantee - While we strive to deliver all services with skill, care, and professionalism, we do not warrant or guarantee the performance, functionality, or results of any service unless such warranty is expressly stated elsewhere in these Terms or within a signed agreement. Use of our Services is at your own risk. For clarity, any specific warranty relating to website services is outlined under Section 14. No general assurance is made outside of such written provisions, and we shall not be held liable for any decisions made or outcomes experienced as a result of using our Services. 8.4 Indemnity - You agree to indemnify, defend, and hold harmless CreateTheWeb Limited, including its directors, employees, agents and subcontractors, against all claims, liabilities, losses, and expenses (including legal fees) arising from: * any breach by you of these Terms, * any negligent, reckless or wilful conduct, * any content or materials you supply which infringe the rights of any third party, * or any claims brought by third parties in connection with your use of the Services. \ 8.5 No Substitute for Professional Advice - Our Services are not intended to serve as a substitute for legal, financial, technical, or other professional advice. You are solely responsible for obtaining appropriate independent advice before relying on any information or output provided by us. We accept no liability for any decisions made without such independent verification. # 9. Data Protection and Privacy 9.1 Data Collection - In the course of delivering our Services, we may collect both personal and non-personal information from you. This may include, but is not limited to, your contact details, billing information, project materials, and any data reasonably required to fulfil our obligations. All data is handled in compliance with applicable UK data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. 9.2 Use of Data - We use your data to manage communication, process payments, deliver our Services, and improve our internal processes. From time to time, we may use your contact details to share updates, newsletters, or promotional material. You can opt out of receiving marketing communications at any time by following the instructions provided in those communications or by contacting us directly. 9.3 Data Sharing - We will not sell, rent, or disclose your personal data to third parties without your explicit consent, unless legally required or necessary for the performance of our Services. In certain instances, we may share your data with trusted subcontractors or service providers who assist us in delivering our Services. These third parties will only process your data under strict instructions and are required to comply with similar data protection standards. 9.4 Data Security - We implement appropriate technical and organisational measures to safeguard your personal data against unauthorised access, loss, misuse, or disclosure. These measures include access restrictions, secure servers, and encryption where applicable. While we take reasonable steps to protect your data, we cannot guarantee complete security due to the nature of internet-based communications and data storage. 9.5 Data Retention - We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, to comply with legal obligations, to resolve disputes, or to enforce our agreements. When data is no longer required, we will securely delete or anonymise it in line with applicable laws. 9.6 Your Rights - You have the right to access, correct, delete, or restrict our use of your personal data. You may also object to certain types of processing and request data portability where applicable. To exercise these rights, please contact us using the details set out in these Terms. We will respond to your request in accordance with applicable data protection legislation. # 10. Business Closure and Service Disruption 10.1 No Refunds upon Closure - In the event that CreateTheWeb Limited ceases operations or permanently closes the business, no refunds will be issued for any services already rendered or fees previously paid. This is in line with the non-refundable terms set out in Section 5 of these Terms. 10.2 Notice of Closure - If we decide to close our business or cease trading, we will take reasonable steps to provide you with a minimum of thirty (30) days’ written notice. This is to allow you sufficient time to make alternative arrangements for any ongoing services or projects. 10.3 Transfer of Services - At our discretion, and where appropriate, we may propose the transfer of active services or projects to an alternative, reputable service provider. Any such transfer would require your prior written consent. You are under no obligation to continue with the alternative provider and may terminate your engagement in accordance with Section 6 of these Terms. 10.4 Licences and Intellectual Property - Any non-exclusive licences previously granted for use of our designs, content, or deliverables shall remain valid, subject to the terms of your original agreement and provided all outstanding fees have been paid. No ownership or intellectual property rights will transfer to you unless specifically agreed in writing. 10.5 Limitation of Liability - Our liability for any loss, damage or claim directly related to the closure of our business shall not exceed the amount paid by you for the service in question. Under no circumstances shall we be held liable for indirect, incidental, or consequential losses, including loss of revenue, data, or business opportunity. 10.6 Third-Party Software Discontinuation - If a third-party software provider used in connection with your service or project discontinues its offering or ceases operations, CreateTheWeb shall not be liable for any resulting disruption. No refunds or compensation will be provided in such cases, and any replacement services or software may be subject to additional charges. # 11. No Guaranteed Results 11.1 No Guaranteed Results - While CreateTheWeb Limited strives to deliver work of a high standard and in line with client expectations, we do not guarantee specific results, performance benchmarks, or outcomes. This includes, but is not limited to, increased revenue, improved website traffic, lead generation, or higher search engine rankings. You acknowledge that many external factors beyond our control may influence the performance of the services we provide. 11.2 Best Efforts and Professional Conduct - We undertake to carry out our services using reasonable skill, care, and professionalism, applying our knowledge and experience in the relevant field. However, by engaging our services, you accept that outcomes cannot be guaranteed and that all work is undertaken at your own risk. We shall not be held liable for any loss arising from unmet expectations or the inability to achieve specific goals. 11.3 Client Cooperation and Feedback - Achieving the best possible results often requires input and collaboration. We encourage you to maintain clear and timely communication with us throughout the project or service period. Prompt feedback, responses, and the raising of any concerns allow us to make necessary adjustments and help improve the overall effectiveness of the services delivered. 11.4 Limitation of Liability - As set out in Section 8, our liability for any claim relating to performance or outcomes is strictly limited to the fees paid for the specific service concerned. We shall not be liable for any indirect, consequential, or special damages, including loss of profits, business, or reputation, even if we have been made aware of the potential for such losses. # 12. Termination by CreateTheWeb 12.1 Right to Terminate – CreateTheWeb Limited reserves the right to terminate the provision of any services at any time, at our sole discretion, with or without cause. Grounds for termination may include, but are not limited to, breach of these Terms, failure to make timely payments, inappropriate or abusive conduct, or any behaviour that, in our view, compromises our working relationship or impairs our ability to carry out services effectively. 12.2 Notice of Termination – If we choose to terminate services, we will provide written notice via email or another agreed communication method. Where appropriate, we may outline the reason for termination, but we are not obliged to do so. 12.3 Consequences of Termination – Upon termination, you remain responsible for paying any outstanding invoices or fees for services delivered up to that point. No refunds will be issued for payments already made, in line with Section 5. We shall not be liable for any resulting loss or disruption. 12.4 Intellectual Property – Following termination, any non-exclusive licences previously granted to you for use of our content or materials will remain valid, provided all fees have been paid. No ownership or intellectual property rights will transfer unless specifically agreed in writing. 12.5 Survival of Terms – Termination does not affect the enforceability of clauses which by their nature are intended to continue, including those relating to intellectual property, indemnity, limitation of liability, governing law, and dispute resolution. # 13. Outsourced Work 13.1 Outsourcing Services – We may outsource some or all elements of the services we provide to trusted third parties, both within the UK and internationally. We are not obliged to disclose the identity or location of any third party engaged for this purpose. 13.2 Responsibility for Outsourced Work – CreateTheWeb Limited remains fully responsible for the standard and timely delivery of services, regardless of whether those services are performed by third parties. We will take reasonable steps to ensure that any subcontracted providers meet our expectations for quality, reliability, and professionalism. 13.3 Confidentiality and Data Protection – Any third parties engaged by us will be subject to appropriate confidentiality and data protection obligations, in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We will take reasonable steps to ensure your information remains protected throughout the process. 13.4 Intellectual Property – Where services are delivered by third parties on our behalf, CreateTheWeb will be responsible for ensuring that any intellectual property created is properly licensed and made available to you under the same non-exclusive terms set out in Section 7. No transfer of ownership shall take place unless explicitly agreed in writing. # 14. Website & Mail Hosting 14.1 Hosting Services Provider – All website and email hosting services provided by CreateTheWeb Limited are delivered via our hosting partner, 20i Limited. By using our hosting services, you agree to comply with 20i’s Terms and Conditions, which can be found at: . 14.2 Provider Suspensions – CreateTheWeb shall not be held responsible for any temporary or permanent suspension of your hosting or email services by 20i. Any suspension initiated by the provider is beyond our control. 14.3 Provider Downtime or Discontinuation – In the event that 20i experiences service interruptions or ceases to provide hosting services, CreateTheWeb shall not be liable for any resulting loss, disruption, or removal of your website or email hosting account. 14.4 Backups and Data Loss – Although we take regular backups, you are solely responsible for the data contained within your hosting or email account. CreateTheWeb accepts no liability for data loss or corruption and strongly recommends that you maintain your own up-to-date backups. 14.5 MySQL Database Limitations – Each MySQL database is subject to a maximum size of 1024MB. When approaching this limit, we will notify you and may recommend alternative solutions. 14.6 Prohibited Uses – You may not use the hosting service: * as an offsite backup or file storage system, * in violation of any applicable law or regulation, * to engage in any unlawful or fraudulent activity, * to transmit or store offensive, pornographic, defamatory, or discriminatory content, * to send unauthorised marketing messages or spam, * to upload or transmit harmful code such as viruses, spyware, or other malware. 14.7 Account Access – Both CreateTheWeb and 20i will retain root-level access to your hosting and email accounts. This is necessary to provide technical support and service maintenance. 14.8 FTP Account Limitations – From 1 January 2022, hosting accounts are limited to a single FTP user account. Additional FTP access may be restricted or subject to further agreement. 14.9 Unlimited Plan Usage – Hosting plans marked as “Unlimited” are subject to fair usage. These plans are intended for standard personal or small business website use. Excessive or abnormal use may result in service restrictions. 14.10 Other Terms and Conditions – For all other hosting-related conditions, including those not covered in this section, please refer to the 20i Terms and Conditions as well as any agreements provided by CreateTheWeb or 20i. 14.11 Content Standards – You agree not to upload or publish material that: * is false, misleading, defamatory, or unlawful, * is obscene, abusive, hateful, or discriminatory, * infringes intellectual property rights or contractual obligations, * promotes illegal activity or incites harm, * impersonates another person or misrepresents affiliation, * invades privacy, causes distress, or harasses others. All content must comply with UK law and the laws of any country in which it is made available. 14.12 Mailbox Auto-Deletion – Mailboxes that have not been accessed for a continuous period of 100 days may be deleted automatically. We do not accept responsibility for data loss resulting from mailbox inactivity. 14.13 CPU Limitation – We reserve the right to restrict your use of server CPU resources if your account activity negatively impacts other users. Any exceptions will be made at our sole discretion. 14.14 Processing Capacity – Unless your hosting plan includes a virtual private server, you may use no more than 10% of 20i’s processing capacity at any time. 14.15 File Transfer Size Limits – FTP and browser-based uploads and downloads are limited to 5GB per file. For larger files, we recommend activating SSH access (available at an additional charge) and using an SFTP client such as WinSCP. # 15. Website Projects 15.1 CMS Selection – We reserve the right to choose the Content Management System (CMS) we consider most appropriate for your website project, based on functionality, compatibility, and efficiency. 15.2 Template Use – We may use pre-designed templates if we believe they are the most suitable option for your project requirements. This decision will be made at our discretion. 15.3 Design Credit – A credit will be placed in the footer of your website to acknowledge CreateTheWeb as the designer. If this credit is removed without our prior written approval, a fixed fee of £800.00 plus VAT will apply. 15.4 Payment and Site Launch – Your website will not go live or be placed on your domain until the full outstanding balance for the project has been paid in full. 15.5 Aftercare and Amendments – You are entitled to a maximum of six hours of revision time following delivery of the first draft. This includes technical adjustments, content changes, and testing. These hours must be used within 30 days of receiving the first draft. Any additional time requested will be billed separately and must be agreed in writing. 15.6 Issue Fixing and Website Warranty – All new websites designed and developed by CreateTheWeb include a 12-month warranty from the date of completion. During this period, we will fix any software bugs or technical glitches resulting directly from our development work, free of charge. This warranty does not cover issues caused by the client or any third party, including but not limited to unauthorised edits, external plugin installations, hosting changes, or any misuse of the website. In such cases, support and fixes will be charged at our standard hourly rate, and whether an issue falls within the scope of this warranty will be determined solely at our discretion. 15.7 Site Security – If you do not have a maintenance agreement with us, you are fully responsible for the ongoing security of your website. We will implement current security measures during development, but long-term security is your responsibility unless otherwise agreed. 15.8 Ownership and Licensing – CreateTheWeb retains ownership of the website unless agreed otherwise. You are granted a non-exclusive licence to use the website on your domain, provided all fees have been paid. 15.9 Editing Capabilities – We may grant limited editing access via the CMS. Full access may be made available for an additional fee, which must be agreed before any changes to permissions are made. 15.10 Timeframe for First Draft – We will deliver the first draft of your website within 12 months from the agreed start date. This does not apply where delays are caused by you, including failure to provide required content or feedback. While our average turnaround is 2 to 6 weeks, this is not guaranteed. 15.11 Mandatory Use of Our Hosting Service – Unless agreed otherwise, use of our hosting service is a condition of receiving website design services. If you wish to transfer your website to another hosting provider, you must first complete the full 12-month hosting agreement and pay a one-time release fee of £240.00. If you move your hosting without settling this fee or receiving written consent from us, this will constitute a breach of contract, and you will be liable for an additional charge of £550.00, in addition to the original £240.00, payable immediately. # 16. Advertising Services 16.1 Social Media Management Service Description – Social media management involves the planning, publishing, monitoring, and overall handling of your social media accounts. The scope of work is based on the specific package agreed between you and CreateTheWeb. 16.2 Third-Party Applications – We may use trusted third-party platforms to assist in scheduling, managing, or promoting your content and accounts. These platforms are selected to support efficiency and quality of service. 16.3 Publishing on Your Account – Only members of the CreateTheWeb team or approved third-party applications acting on our behalf are authorised to publish content to your social media platforms. 16.4 Liability 16.4.1 Account Issues – We cannot be held liable for the suspension, ban, restriction, or offline status of your social media or advertising accounts. 16.4.2 Declining Statistics – We are not responsible for any drop in metrics, such as reach, followers, impressions, or engagement, whether temporary or ongoing. 16.4.3 Copyright Breaches and Violations – We are not liable for copyright or policy breaches related to the content published on your behalf, especially where material has been provided by you or pre-approved. 16.4.4 Engagement Issues – We are not responsible for unintended engagement or interactions with minors, competitors, or any other individuals or organisations through social media activities. 16.5 Content Approval – You will receive a preview of scheduled content for review and approval. If no response is received within 48 hours, we reserve the right to proceed with publishing, unless otherwise agreed. 16.6 Disapproved Ads – If a social or advertising platform (including but not limited to Meta, Google, LinkedIn, or TikTok) disapproves or disables an ad, and we are unable to resolve the issue, you are still required to pay the agreed management fees in full. The running status of your ads does not affect our entitlement to payment for the management services provided. 16.7 Ads Offline or Paused – If your ads are paused, removed, restricted, or otherwise inactive for any reason, including account issues or platform policy violations, management fees will still apply. Fees are charged for the ongoing service, planning, support, reporting, and account handling we provide, regardless of the ad status. 16.8 Overspend – If your advertising spend exceeds the monthly budget agreed with us, you are responsible for covering the full overspend amount. We may issue an additional invoice where necessary. 16.9 Templates – We may use third-party graphic templates or pre-designed elements when producing visual content. These are licensed or sourced appropriately and used to maintain quality and efficiency. # 17. Webflow Websites 17.1 Design Limitations – You will be provided with limited access to make basic updates through the Webflow control panel. If a change cannot be made using the available tools, a formal request must be submitted, and a separate proposal will be provided. Any such work will be subject to additional fees and agreement. 17.2 Unsupported Requests – If you request a feature or function after the project scope has been agreed and it is not supported by Webflow, you will not be entitled to a refund, credit, or cancellation of the project or contract. You acknowledge that Webflow’s platform has inherent limitations which are outside our control. 17.3 Webflow Terms and Conditions – By using Webflow’s services through CreateTheWeb, you agree to comply with Webflow’s Terms of Service. Their latest terms can be found on their official website at . 17.4 Provider Suspensions – We are not liable for any suspension of your Webflow account or hosted website by Webflow. Such actions are governed by their platform policies and remain beyond our control. 17.5 Provider Downtime or Service Removal – CreateTheWeb accepts no liability in the event Webflow goes offline, becomes unavailable, or removes your hosting or account access. We cannot offer refunds or alternative hosting in such cases. 17.6 Loss of Data – In the event that Webflow deletes your website or account, whether due to account inactivity, policy enforcement, or business closure, CreateTheWeb will not be responsible for recovering or recreating your website, nor will a replacement website be offered without charge. 17.7 Hosting Package Changes – We reserve the right to amend the pricing for CMS website hosting at any time. Any changes will be communicated to you in writing and will apply from the date specified in the notice. These changes will not affect the original build price but may impact ongoing hosting fees. # 18. IT Support 18.1 Service Description – Our IT support services cover technical assistance, fault diagnosis, maintenance, and problem-solving for supported computer systems, hardware, and software. The exact scope of service shall be defined in the specific agreement or package between you and CreateTheWeb Limited. 18.2 Response Times – We will make reasonable efforts to respond to support requests within the timeframes agreed upon in your selected support package. These timeframes are indicative only and may be subject to change depending on the nature and severity of the issue, or the availability of support staff. 18.3 Remote Assistance – Support may be delivered remotely via phone, email, messaging platforms, or through direct access to your systems. By requesting our IT support services, you expressly consent to CreateTheWeb accessing your systems as required to provide assistance. 18.4 On-Site Assistance – Where on-site support is included in your package or has been separately agreed, we will arrange a technician visit as necessary. Travel expenses, time on site, and other associated costs may be chargeable, depending on your support agreement. 18.5 Data Security and Confidentiality – We handle all client data and system access with care and in accordance with relevant data protection laws, including the Data Protection Act 2018 and UK GDPR. We will take reasonable steps to safeguard your data while performing support services. 18.6 Third-Party Software and Hardware Support – Where you request support for third-party products or systems, you acknowledge that we may be limited by the availability, documentation, or terms of those providers. We cannot guarantee full resolution of issues linked to third-party platforms, and support may be restricted accordingly. 18.7 Limitation of Liability – We are not liable for any losses, data corruption, downtime, or hardware/software damage that may occur during the delivery of IT support services. You are solely responsible for ensuring that reliable backups, antivirus protection, and fail-safes are in place before support work begins. 18.8 Unresolved Issues Billing – Where we have expended time and effort attempting to resolve a support issue, you agree to be billed for the time spent, even if the issue remains unresolved. This reflects the time-based nature of support services rather than an outcome-based guarantee. 18.9 Recurring Problem Billing – If an issue recurs after a previous resolution, you may be billed for the additional time spent addressing it. This applies even where the recurrence is similar in nature, unless covered under a service level agreement that explicitly states otherwise. 18.10 Ad Hoc Support Response Times – If you are not under an ongoing support agreement and receive IT support on an ad hoc basis, you acknowledge that no fixed response time applies. While we will always aim to assist you as soon as possible, response and resolution times are subject to our team’s availability and workload at the time of your request. 18.11 Ad Hoc Support Minimum Billing – Clients receiving IT support on an ad hoc basis are subject to a minimum billing of one hour per calendar month if any support is used during that month. Time is recorded and billed in 30-minute increments, however, if the total time used in a given month is less than one hour, the full one-hour minimum will still be charged. 18.12 Password Reset Charges – Any password reset requests, whether related to email, hosting, website access, or third-party services managed by CreateTheWeb, will incur a fixed fee. This charge reflects the time and resources required from our team to process such requests. The amount will be minimal and will be communicated to you in advance. # 19. Articles & Copywriting 19.1 Article Credit – All articles, posts or written content (“Content”) created by CreateTheWeb as part of this Agreement must include an attribution credit (the “Credit”) to CreateTheWeb. This credit will feature the name “CreateTheWeb” and a hyperlink (the “Link”) to our official website. This applies regardless of how or where the Content is used, whether online, in print, or on any other platform. 19.2 Link to CreateTheWeb – The Credit and Link must be clearly visible and easy for a reasonable reader to identify. Placement of the Credit will be decided by CreateTheWeb and must not be removed, edited, hidden, or made less prominent without our prior written consent. 19.3 Unauthorised Changes – Any unauthorised removal, alteration, or reduction in the prominence of the Credit or Link will be considered a material breach of this Agreement. In such cases, CreateTheWeb reserves the right to take appropriate action, which may include legal proceedings, removal requests, and claims for damages. 19.4 Right to Update Credit Format – CreateTheWeb may update the style, wording, or placement of the Credit and Link at any time. Any changes will be communicated in writing, and the client must implement these updates without delay. 19.5 Ongoing Obligation – These credit requirements will remain in place even after this Agreement ends. Any Content created during the term of the Agreement must continue to display the Credit and Link in line with this section. # 20. Fair Use Policy **20.1 Purpose** This Fair Use Policy ("Policy") is incorporated into and forms part of the Terms and Conditions of Service (“Terms”) governing the provision of services (the "Services") by CreateTheWeb ("the Company", "we", "us", "our"). It is designed to ensure the fair, ethical and efficient use of the Services provided to all our clients. **20.2 Applicability** The Services are intended for normal commercial use and are provided to the client subject to this Policy to ensure that all clients have equitable and efficient access to the Services provided. **20.3 Prohibited Actions** Clients are prohibited from: a. Using automated means to request updates; b. Reselling access to the Services; c. Using the Services for illegal, unethical, or fraudulent activities; d. Submitting requests that exceed the scope of typical website updates, including, but not limited to, complete website redesign, complex software, and application development. **20.4 Review of Usage** a. The Company will monitor the use of the Services regularly to determine whether clients’ usage adheres to this Policy. b. Where a client’s use is deemed excessive or unreasonable, we will, at our sole discretion, either contact the client to discuss their usage or implement restrictions on their access to the Services. **20.5 Modifications** a. This section and related terms can be amended by the Company at its discretion. Clients are advised to review the terms periodically to stay informed. b. Continued use of CreateTheWeb's services post any modification will be regarded as acceptance of the updated terms. **20.6 Fair and Reasonable Use** a. Clients are required to use the Services in a manner that is ethical, legal, and not abusive. ‘Fair and Reasonable Use’ is defined as use by a client in a manner that is not excessive or unreasonable, as determined solely by the Company’s discretion. b. Excessive use may lead to a review of the client’s usage, and the Company reserves the right to suspend, terminate, or restrict the Services being provided. **20.7 Contact Information** Clients with any queries or requiring clarification on the Policy should contact . # 20.1. Websites & SEO 20.1.1 Unlimited Website Updates a. “Unlimited” refers to the number of update requests made within the bounds of fair use, not the complexity of such requests b. All requests are subject to review and acceptance by us # 20.2. Google SEO 20.2.1 Scope of Services a. We provide updates to improve website content and function, as well as SEO work to enhance online visibility b. These services remain subject to fair use and ethical conduct 20.2.2 SEO Practices a. SEO is conducted in line with search engine guidelines and ethical standards b. Clients must not request or instruct us to use deceptive or non-compliant SEO techniques 20.2.3 Service Limitations a. “Unlimited” SEO and website updates are still subject to available resources, legality, and internal policy b. We reserve the right to reject requests that fall outside fair use 20.2.4 Review and Reporting a. We will provide periodic reports outlining updates and SEO performance metrics b. We reserve full discretion in assessing the nature and volume of requests 20.2.5 Modifications a. This section may be amended by us at any time b. Ongoing use of these services implies acceptance of the most recent version of this Policy # 20.3. IT Support 20.3.1 Scope of Services a. Clients may access a broad range of IT support including diagnostics, maintenance, and general support b. “Unlimited” support remains subject to fair and reasonable use principles 20.3.2 Nature of Support a. Support may be provided via phone, remote access, or on-site (if agreed) b. Each support request is reviewed and responded to individually 20.3.3 Service Limitations under Fair Use a. Unlimited IT support does not mean unlimited resources. Excessive or unreasonable use will be identified at our discretion b. We may impose limits or apply additional charges where appropriate c. A cap on support requests may be applied to ensure fairness across all clients 20.3.4 Client Responsibilities a. Clients must provide accurate and complete information when seeking support b. Following our instructions fully is essential to effective support delivery # Website Privacy Policy You can find our in-depth privacy policy linked below. This policy can be found on our website.