Terms of Service

Our services and your agreement

Intact Web provides website and ecommerce design, development, improvement and migration services. The services, deliverables, fees, milestones, revision allowance and responsibilities for your project are those set out in the written proposal or statement of work accepted by both parties. These Terms apply alongside that agreement. A specific term in an accepted project agreement takes priority over a general term here, subject to applicable law.

A discussion, estimate or enquiry does not by itself reserve a delivery slot or confirm a project. We confirm the project scope and commencement arrangements in writing. If you act for a business, you must have authority to approve the project and provide its materials and access.

Scope, changes and approvals

Only the work expressly included in the accepted scope is included in the project fee. Additional pages, integrations, redesigns, revisions beyond the agreed allowance, content work or changes to approved work may require a separate estimate and a revised schedule. We will obtain written agreement before undertaking chargeable additional work.

Please review deliverables against the agreed scope and provide consolidated feedback through the agreed project channel. Approving a milestone authorises us to proceed on that basis. Later preference changes may be treated as additional work; this does not remove your right to have an actual failure to meet the agreed scope addressed.

Client responsibilities

You are responsible for supplying accurate content, authorised images and branding, necessary account access, and timely decisions. You must hold the rights and permissions needed for the materials and instructions you provide. You remain responsible for your business's products, prices, claims, policies, tax settings, legal obligations and operational decisions unless a specific responsibility is expressly included in our scope.

Use secure access methods where available and avoid sharing unnecessary personal or payment information. Please keep backups of your original content and systems. Any backup, migration or recovery service provided by us is limited to the written project scope.

Fees and payment

The accepted proposal or invoice sets out the fees, applicable taxes, payment milestones and due dates. Third-party purchases and subscriptions are included only where expressly stated. We will obtain approval for additional third-party costs we incur on your behalf.

Where an agreed payment is overdue, we may pause future work or withhold delivery of unpaid custom deliverables after notifying you and allowing a reasonable opportunity to resolve the issue. A pause may affect the delivery schedule. This does not authorise interference with your existing live services, client-owned data or accounts, or withholding rights that cannot lawfully be withheld.

Cancellation and any refund are governed by our Refund and Cancellation Policy and the accepted project agreement.

Timelines and delivery

Project dates depend on the agreed scope, required payments, access, content and approvals. We will communicate material delays and agree a revised schedule where necessary. Delivery takes place digitally as described in our Service Delivery Policy. Launch or publication requires the approval agreed for your project; a preview is not automatically a live launch.

Third-party services

Platforms, themes, apps, hosting providers, payment gateways and other third-party services have their own terms, charges and limitations. Unless expressly included, you are responsible for their subscriptions and renewals. We cannot guarantee a third party's continued availability, acceptance of your application, functionality or pricing. If a third-party change affects agreed work, we will explain the impact and any proposed scope or schedule change.

Ownership and licences

You retain ownership of the materials you supply. Once the relevant agreed fees are paid, you receive the rights to the custom deliverables specified in your project agreement. Pre-existing tools, reusable code, methods, templates and know-how remain the property of their respective owners. Where these are incorporated into a deliverable, you receive the licence needed to use that deliverable for its agreed purpose, subject to any applicable third-party licence.

Third-party themes, fonts, images, software and apps are not transferred as exclusive property. Their owners' licence conditions continue to apply. Portfolio use of your work or branding will follow the permission agreed for your project and any confidentiality restrictions.

Confidentiality and personal information

Both parties should use non-public project information only for the project and protect it with reasonable care. This does not restrict information already public, independently developed, lawfully received from another source or required to be disclosed by law. Personal information is handled as described in our Privacy Policy and any separately agreed data-processing arrangements.

Support and results

Support, maintenance, training and post-launch revisions are included only to the extent described in the accepted scope. Please report a suspected defect with enough detail for us to investigate it. We will assess it against the agreed requirements and any applicable support obligations.

We do not promise a particular sales figure, conversion rate, search ranking or business outcome unless expressly agreed in writing. These outcomes depend on factors beyond website design and development. This statement does not excuse failure to perform the services we have agreed to provide.

Suspension, termination and responsibility

Either party may raise a material breach in writing and give the other a reasonable opportunity to remedy it where it can be remedied. We may decline or suspend unlawful instructions or activity that presents a genuine security risk. On termination, payment and handover will be settled under the accepted scope and Refund and Cancellation Policy.

Each party remains responsible for its own breach of these Terms and applicable law. Any project-specific limitation of liability must be expressly agreed and legally permissible. Nothing here excludes fraud, wilful misconduct or any liability, remedy or consumer right that cannot lawfully be excluded. We will not use these Terms to impose a penalty unrelated to a reasonable loss or to prevent access to lawful complaint or payment-dispute processes.

Questions, disputes and changes

For questions or concerns, contact us through our website's Contact page and include your project or invoice reference. We will seek to resolve concerns through written discussion. Applicable mandatory rights and lawful complaint routes remain available.

Updates to these Terms will apply prospectively. An existing project's accepted terms will not be materially changed without agreement, except where required by law.