Terms of Service

1.Definitions

In these Terms, the following definitions apply:

• "Setup Fee" or "Kick-Off Fee" means the one-time payment required to commence the design and build of your website or landing page.
• "Subscription" means the recurring monthly or annual payment for ongoing hosting, maintenance, and support services.
• "Core" means our core subscription tier including hosting, security, backups, and content updates.
• "Premium" means our premium subscription tier including all Core features plus allocated developer hours and priority support.
• "Developer Hours" means time allocated for complex changes, design modifications, new features, or technical work beyond standard content updates.
• "Content" means all text, images, logos, videos, and other materials provided by or on behalf of the Client for use on the website.
• "Website" means the website, landing page, or web application developed and/or hosted by us on your behalf.
• "Staging URL" or "Preview URL" means the temporary web address where your website is hosted for review before going live.
• "Live" means the website is publicly accessible on your permanent domain.
• "Working Days" means Monday to Friday, excluding UK public holidays.

2.Services We Provide

2.1 Website Design and Development

We provide professional website design and development services tailored for property professionals, including:

• Landing pages (single-page websites)
• Multi-page websites (typically up to 5 pages)
• Guest-facing websites with API integrations for serviced accommodation operators
• Bespoke solutions for complex requirements

2.2 Ongoing Services

Following the initial build, we provide ongoing services through our subscription plans:

• Website hosting on secure UK servers
• SSL certificate provision and renewal
• Regular security updates and backups
• Content updates (text and image changes)
• Technical support via email
• Developer hours for complex changes (Premium only)

2.3 What We Do Not Provide

Unless specifically agreed in writing, our Services do not include:

• Domain name registration (we can advise, but you retain ownership)
• Email hosting
• Search engine optimisation (SEO) beyond basic on-page setup
• Paid advertising management
• Content writing or copywriting (available as an add-on)
• Photography or video production
• Social media management
• Ongoing marketing services

3.Pricing and Payment

3.1 Setup Fees

All projects require a one-time setup fee before work commences. Current setup fees are:

Setup fees are non-refundable once work has commenced, except as set out in Section 12 (Cancellation and Refunds).

3.2 Subscription Fees

Following completion of your website, a monthly subscription is required to keep your site live and maintained:

Guest-Facing Sites are priced based on portfolio size:

3.3 Payment Methods

We accept payment via:

• Credit or debit card (via Stripe)
• Bank transfer (for setup fees only, by prior arrangement)

Subscription payments are collected automatically via Stripe on the same date each month.

3.4 Partner Discounts

We offer exclusive discounts to members of approved partner organisations. Partner discounts:

• Must be claimed at the time of booking
• Cannot be applied retrospectively
• Cannot be combined with other offers unless explicitly stated
• Are subject to verification of membership

3.5 Price Changes

We reserve the right to change our pricing at any time. However:

• Existing subscription prices are guaranteed for 12 months from your subscription start date
• We will provide at least 30 days' written notice of any price increase
• You may cancel your subscription before any price increase takes effect

3.6 Referral Programme

We offer a referral programme that rewards existing clients for introducing new customers:

• Referral credit: When you refer a new customer who signs up for our services, you will receive a credit applied to your account
• Credit timing: The referral credit will be applied to your account after the referred person has been an active, paying customer for 3 months
• Credit value: The value of referral credits will be communicated at the time of referral and may change from time to time
• Eligibility: To qualify, the referred customer must be a new customer who has not previously used our services
• Credit usage: Referral credits can be applied to future subscription payments but cannot be exchanged for cash or refunded
• Account status: Your account must be active and in good standing at the time the credit is applied

We reserve the right to modify or discontinue the referral programme at any time.

4.Subscription Terms

4.1 Core

Core subscriptions include:

• Secure, managed hosting on UK servers
• SSL certificate (HTTPS security)
• Daily backups retained for 30 days
• Security monitoring and updates
• Content updates (text changes, image swaps)
• Email support during business hours
• Mobile responsiveness maintenance

4.2 Premium

Premium subscriptions include everything in Core, plus:

• 2 hours of developer time per month
• Unused hours roll over for up to 3 months (maximum 6 hours accumulated)
• Priority support with faster response times
• Complex changes including layout modifications, new sections, and design updates
• New page creation (within reason)
• Integration updates and maintenance

4.3 Additional Developer Hours

If you require developer time beyond your Premium allocation, additional hours can be purchased:

• Premium subscribers: £50 per hour
• Core subscribers: £75 per hour

Additional hours must be pre-approved and will be invoiced separately.

4.4 Subscription Start Date

Your subscription begins when you approve your website and set up your subscription payment, not when the site goes live on your permanent domain. This is typically the same day or within 24 hours.

4.5 What Happens Without a Subscription

Your website requires an active subscription to remain online. If your subscription lapses:

• Your website will be taken offline
• We will retain a backup for 30 days
• Reactivation within 30 days incurs no additional setup fee
• After 30 days, website files may be permanently deleted
• Reactivation after 30 days may require a new setup fee

5.Project Timelines

5.1 Standard Timelines

Our standard project timelines are:

Timelines commence from receipt of payment and completion of the briefing form.

5.2 Timeline Dependencies

Meeting our stated timelines depends on:

• Prompt completion of the briefing form
• Timely provision of required content and assets
• Feedback provided within 3 working days of each review request
• Reasonable scope of revision requests

5.3 Delays

If delays occur due to late provision of content or feedback by the Client:

• Project timelines will be extended accordingly
• We may need to reschedule your project around other commitments
• Projects inactive for more than 30 days may be paused
• Paused projects may require rescheduling and are not eligible for refunds

6.Client Responsibilities

6.1 Content Provision

You are responsible for providing:

• All text content for your website (or briefing information for us to write from)
• High-quality images and photographs
• Your company logo in a suitable format (PNG, SVG, or high-resolution JPG)
• Brand colours and any brand guidelines
• Contact information and social media links
• Any specific functionality requirements

6.2 Content Accuracy and Legality

You warrant that all content you provide:

• Is accurate and not misleading
• Does not infringe any third-party intellectual property rights
• Complies with all applicable laws and regulations
• Does not contain defamatory, offensive, or illegal material
• You have the right to use and publish

You indemnify us against any claims arising from content you provide.

6.3 Domain Names

You are responsible for:

• Registering and maintaining ownership of your domain name
• Renewing your domain registration before it expires
• Providing us with access to update DNS settings (or making changes we request)
• Any costs associated with domain registration or transfer

We can advise on domain registration but do not take ownership of client domains.

6.4 Communication

You agree to:

• Respond to our communications within a reasonable timeframe
• Provide feedback on draft websites within 3 working days
• Notify us promptly of any issues or required changes
• Maintain accurate contact information in your account

6.5 Account Security

You are responsible for:

• Keeping your login credentials secure
• Any activity that occurs under your account
• Notifying us immediately of any unauthorised access

7.Revisions and Changes

7.1 Initial Build Revisions

During the initial website build:

• One round of revisions is included following your first review
• Revisions should be provided in a single, consolidated list
• Additional revision rounds may incur extra charges
• Major scope changes (new pages, significant redesign) are quoted separately

7.2 What Counts as a Revision

Included in revisions:

• Text and content changes
• Image swaps (using images you provide)
• Colour adjustments within your brand palette
• Minor layout tweaks
• Adding or removing sections discussed in the brief

Not included (quoted separately):

• Complete redesign or change of direction
• Additional pages beyond the original scope
• New functionality not discussed in the brief
• Extensive content rewriting
• Third-party integrations not originally scoped

7.3 Post-Launch Changes

After your website goes live:

• Core: Content updates (text and images) are included; complex changes are charged at £75/hour
• Premium: All changes use your allocated developer hours; additional hours charged at £50/hour

7.4 Emergency Changes

For urgent changes outside normal business hours:

• We will endeavour to assist where possible
• Emergency support may incur additional charges
• Response times cannot be guaranteed outside business hours

8.Intellectual Property

8.1 Your Content

You retain full ownership of all content you provide, including:

• Text, copy, and written materials
• Photographs and images you own or license
• Your company logo and brand assets
• Any proprietary information or data

8.2 Our Work

Upon receipt of full payment (setup fee and at least one month's subscription):

• You receive a licence to use the website design for your business purposes
• The licence continues for as long as your subscription remains active
• We retain ownership of underlying code, frameworks, and templates
• We may reuse design concepts, code, and techniques in other projects

8.3 Third-Party Assets

Your website may include third-party assets such as:

• Stock images (licensed for your use)
• Fonts (licensed for web use)
• Icons and graphics
• Third-party plugins or integrations

These remain subject to their respective licences and may not be extracted for use elsewhere.

8.4 Portfolio Rights

Unless you specifically object in writing:

• We may feature your website in our portfolio
• We may use screenshots in marketing materials
• We may reference you as a client (without disclosing confidential information)

If you wish to remain anonymous, please inform us before your website goes live.

8.5 Upon Termination

If your subscription is terminated:

• Your website will be taken offline
• You retain ownership of your content and may request it
• We retain ownership of website design, code, and structure
• Website files are not transferable to other hosting providers without prior agreement

9.Third-Party Services

9.1 Payment Processing

We use Stripe to process payments. By making a payment, you agree to Stripe's terms of service. We do not store your full payment card details.

9.2 Hosting and Infrastructure

Your website is hosted on third-party infrastructure. We select providers for reliability and security but cannot guarantee 100% uptime. We target 99.9% availability.

9.3 API Integrations

For guest-facing websites with API connections:

• We integrate with third-party services (channel managers, PMS platforms, payment gateways) as agreed
• Continued functionality depends on those third parties maintaining their APIs
• We are not responsible for changes, outages, or discontinuation of third-party services
• You are responsible for maintaining valid accounts and credentials with third-party services
• Additional charges may apply if significant re-work is required due to third-party API changes

9.4 Third-Party Terms

Your use of third-party services integrated with your website is subject to those services' own terms and conditions. This includes but is not limited to:

• Google Analytics
• Social media platforms
• Email marketing services
• Booking and payment platforms
• Property management systems

10.Data Protection

10.1 Our Commitment

We are committed to protecting personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

10.2 Data We Collect

In providing our Services, we may collect and process:

• Your contact information (name, email, phone, address)
• Payment information (processed securely via Stripe)
• Content you provide for your website
• Communication records between us
• Website analytics data

10.3 Your Website's Data Collection

If your website collects personal data from visitors (e.g., through contact forms):

• You are the data controller for that information
• You are responsible for having appropriate privacy policies
• You must handle enquiries and subject access requests
• We can assist with implementing technical measures but are not responsible for your compliance

10.4 Data Retention

We retain your data for as long as you remain an active client and for a reasonable period afterwards for legal and administrative purposes. Website backups are retained for 30 days following subscription termination.

10.5 Your Rights

You have the right to access, correct, or request deletion of your personal data. Contact us at hello@plotsandleads.com to exercise these rights.

11.Limitation of Liability

11.1 Service Provision

We provide our Services with reasonable skill and care. However:

• We do not guarantee specific business outcomes (enquiries, bookings, revenue)
• We do not guarantee search engine rankings
• We do not guarantee 100% uptime or uninterrupted service
• We are not responsible for the performance of third-party services

11.2 Liability Cap

To the maximum extent permitted by law:

• Our total liability for any claim shall not exceed the total fees paid by you in the 12 months preceding the claim
• We shall not be liable for any indirect, incidental, special, consequential, or punitive damages
• We shall not be liable for loss of profits, revenue, data, or business opportunities

11.3 Exceptions

Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any other liability that cannot be excluded by law

11.4 Force Majeure

We shall not be liable for any failure or delay in performing our obligations due to circumstances beyond our reasonable control, including but not limited to natural disasters, war, terrorism, strikes, government actions, power failures, or internet outages.

12.Cancellation and Refunds

12.1 Cancelling Before Work Begins

If you cancel after paying your setup fee but before work has commenced:

• We will refund your setup fee in full, less a £50 administration fee
• "Work commenced" means we have begun design work following receipt of your briefing form

12.2 Cancelling During the Build

If you cancel after work has commenced but before completion:

• Setup fees are non-refundable
• You will receive any completed work up to the point of cancellation
• No further work will be undertaken

12.3 Cancelling Your Subscription

You may cancel your subscription at any time with 30 days' notice:

• Your website will remain live until the end of your current billing period
• No refunds are given for partial months
• After cancellation, your website will be taken offline
• We will retain a backup of your site for 30 days

12.4 Our Right to Cancel

We reserve the right to cancel our Services and terminate your subscription if:

• Payment is not received within 14 days of the due date
• You breach these Terms and fail to remedy the breach within 14 days of notice
• Your content is found to be illegal, harmful, or in breach of Section 6.2
• You become insolvent or enter administration

12.5 Requesting Your Content

Upon cancellation, you may request:

• A copy of your content (text, images you provided)
• An export of any data collected through your website (e.g., form submissions)

Requests must be made within 30 days of cancellation. Website code, design files, and templates are not included.

13.Termination

13.1 Effect of Termination

Upon termination of our Services for any reason:

• Your website will be taken offline
• All outstanding fees become immediately payable
• We will retain backups for 30 days before permanent deletion
• Sections of these Terms that should survive termination will remain in effect

13.2 Reactivation

If you wish to reactivate your website after cancellation:

• Within 30 days: Pay any outstanding balance plus one month's subscription; no additional setup fee
• After 30 days: A new setup fee may be required; website files may no longer be available

14.General Provisions

14.1 Entire Agreement

These Terms, together with any written proposal or agreement, constitute the entire agreement between you and us regarding the Services and supersede all prior agreements or understandings.

14.2 Amendments

We may update these Terms from time to time. We will notify you of material changes at least 30 days before they take effect. Your continued use of our Services after changes take effect constitutes acceptance of the updated Terms.

14.3 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

14.4 Waiver

Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

14.5 Assignment

You may not assign or transfer your rights under these Terms without our prior written consent. We may assign our rights and obligations to a successor in the event of a merger, acquisition, or sale of assets.

14.6 No Partnership

Nothing in these Terms creates a partnership, joint venture, or employment relationship between you and us.

14.7 Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms or our Services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

14.8 Dispute Resolution

Before initiating formal legal proceedings, both parties agree to attempt to resolve disputes through good-faith negotiation. If a dispute cannot be resolved within 30 days, either party may proceed with formal legal action.

15.Contact Information

If you have any questions about these Terms or our Services, please contact us: