1. Order & Service Terms

a.      Once you are ready to proceed we send over a formal order confirmation detailing project outline, costs and full terms and conditions.  The work to be carried out and amount to be charged shall be as set out in this Order Confirmation.

b.      We will only commence work on a project after cleared funds of the non-refundable deposit quoted in the order confirmation are received.  Payment of the deposit constitutes your confirmation of order and acceptance of the terms of service.  We usually require a 50% deposit to confirm orders over £250 but full 100% prepayment for orders below and 75% deposit for orders under £500.  All print orders must be paid in full before commencement of work.  Payment plans for websites available subject to approval.

c.      For website orders over £1000 we require a further 25% order progression payment after design approval stage.

d.      Quoted prices and time lines are valid for 14 days from issue date only.  If you wish to confirm an order after this time then you must first enquire to see if the quoted price and delivery time is still valid.

e.      For web & graphic design projects, we will make unlimited revisions until you are satisfied, however reserve the right at our discretion to charge extra for any additional work or major changes to original brief.

f.       Quotes for website projects only include the pages and functions detailed in the order confirmation.  A standard website page is a static web page with basic static content like text and images.  Any other functionality like dynamic/moving content, slideshows, forms, galleries and alike are considered a special function and would be specifically listed in the order confirmation if they were included in the quote.  It is important that you check your order confirmation to make sure it includes everything you require because all additional function requests would be charged as extra.

g.      For website projects all content i.e. any text, images, music, video files etc. must be provided to us for entry unless content writing, photography, image sourcing or media services are ordered in conjunction with your website.  A standard website fee only includes the design and build of the site, along with some initial data entry to show the website functions work as per the project brief agreed.

h.      We are not responsible for checking or sourcing any content i.e. we will not read your text and check for errors, edit your images or source any images or media unless this service has been ordered as extra.  Content writing and image editing are general skills and it is not the responsibly of any website company to assist you with this.  We may provide you with useful links that can offer advice but this would be out of goodwill.  We would not support this and it is not our obligation to provide training for general skills of this nature.

i.       Quotes for website projects include only the data migration/entry listed in the order confirmation.  If no set amount of data entry is specified then only a few sample items/articles/products would be entered to show that the website functions work and are displayed and designed to your preference.  As the amount of data migration/entry varies for every website project it is always charged as an additional cost and this can be quoted for on request.  Please note that the nature of CMS type websites is that they are managed by business administrators/owners so instructions are always provided so data migration/entry can be self-maintained.

j.       Website content must be provided to us using our website content form and all additional files i.e. images and media should be prepared and sent to us via our drop box in one batch in the required format specified.  Additional fees may apply if you send your content unorganised in multiple emails as this would increase the processing time required.

k.      All websites we create are built SEO friendly however Search Engine Optimisation is completely separate service to website design and development.  SEO is an ongoing service and the cost would depend on the specific requirements of each site.  Quotes can be provided on request.

l.       For photography projects, the images produced can only be used in accordance with the usage terms set out in order confirmation.  Photographs will be provided in digital format only unless otherwise stated.  The balance of photography orders must be paid in full before high resolution images can be released.  Any copyright terms agreed will only be valid after full payment has been received.

m.     We can only keep to agreed deadline dates if you submit necessary content in the required format, via the method we specify and if you reply to any questions we have accurately and promptly. If you do not provide content within a reasonable time then your project will need to rejoin the current work queue.  Work queue times vary throughout the year but usually range from approx 1 to 4 weeks.  Also for adhoc jobs we can only place your project in the work queue once deposit payment and required content has been received.

n.      The final payment balance for orders is to be paid in accordance with the invoice payment terms.  For website projects this is  required prior to launch.

o.      Final completed files will only be released and permission for use will only be granted after full cleared payment balance has been received.  It is illegal to use any work provided by us that has not been paid for.

p.      In the event of late payment, we reserve the right to charge interest and take sites offline until the final balance is settled.

q.      If you are on a payment plan then instalments should be paid by the due dates set out in the Order Confirmation.

r.       If we receive no communications from you regarding the processing/finalisation of your project for a 2 month period and you make no effort to contact us to explain your non-communication then any deposit paid will be lost and you may still be liable to pay the full order amount as per point below.

s.      If for any reason (business, personal or financial) you decide not to continue with your project you will still be liable to pay the full amount set out in the order confirmation as time would have already been invested to arrange resources and perform tasks for your project.  At our discretion and depending on the individual circumstances and time of cancellation notification we may decide to offer a discount.  Please note that appropriate action will be taken to recover all due amounts.

t.       Email is the recommended method of contact to ensure instructions are communicated in writing, should any issues arise.

u.      Discounted services are provided only on the basis that a testimonial and link back is provided.

2. Website Design & Development

a.      We build websites using the best CMS platform suited for the project.  Working with well known CMS products provides clients with freedom and peace of mind as there are thousands of other companies and developers worldwide that could support the system.

b.      We design websites to display acceptably with the latest versions of the current most popular browsers: Internet Explorer, Mozilla Firefox, Chrome and Safari.  It is impossible to guarantee correct functionality with all browser versions and operating systems but we make every effort to ensure websites can be viewed by the majority of visitors.  Standard web development does not include mobile device compatibility.

c.      We build all websites search engine friendly and include meta information relevant to your business.

d.      We need to make you aware that website hacks cannot be 100% prevented as new ways to exploit sites are created every day (for example just like new computer viruses). Code injection techniques through website submission forms like contact forms for example are one of the most common ways hackers exploit sites as forms give an entry path into a websites database.  If you choose to use these forms on your website then you must understand the risks involved.  Although hacks cannot be completely prevented you can reduce the risk of these happening with annual security updates.  We cannot take responsibility for hacks and any work required to repair a site after a hack would need to be quoted and charged for.  We strongly recommend you take advantage of our weekly backup and security update services to minimise the likelihood of a hack and the time required to restore a site should an exploit occur.

e.      We have no control of, or responsibility for the content of your website.  Should any legal issues or claims arise from the content or copyright of any content supplied they will be your sole responsibility.

f.       You are the publisher of the website and will provide and own the copyright for all content published on your website.  The completed website, pages, code and source files created for the project will only be passed to you upon final payment. Copyright of the design will remain with us unless otherwise agreed.  Without agreement, ownership of the design will remain our intellectual property but you will still have full unlimited usage to use the design on the website you ordered.

g.      You are permitted to use the design on the one agreed website domain name only.  You are not permitted to use the design for more than one website without prior written agreement.

h.      Our website link will be placed at the footer of all websites created unless prior written agreement is given to exclude.  An extra charge may apply for link removal.

3. General Guideline to Web Design Process

Confirming Order:

* Once you are ready to proceed we send over a formal order confirmation detailing project outline, costs and full terms and conditions.

* We will only commence work on a project after cleared funds of the non-refundable deposit quoted in the order confirmation are received.  Payment of the deposit constitutes your confirmation of order and acceptance of the terms of service.  We usually require a 50% deposit to confirm orders over £250 but full 100% prepayment for orders below.

* Quoted prices and time lines are valid for 14 days from issue date only.  If you wish to confirm an order after this time then you must first enquire to see if the quoted price and delivery time is still valid.

Visualisation and Production:

* On commencement of the project we ask you to start preparation of the site content i.e. text, images, links etc. (we can provide a useful content template form to help you organise everything).

* We start work on back end development & configuration of website.

* We prepare home page design visuals for your approval.

* For projects over £2000 we require a further 25% payment after design approval.

* We setup and configure system as per your design and preferences.

Delivery Preparation & Acceptance Testing:

* We ask you to conduct tests, check over site and advise of any changes required.

* We test browser compatibility and configure/setup any remaining requirements.

Delivery and Completion:

* We ask you to check over the site and give final sign off.

* We require the final balance payment and hosting payment setup before going live.

Project Status Updates & Additional Requests:

* Status updates of your project will be made available to you on a regular basis or as requested.

* We submit a change order email for any additional requests beyond original scope of the project.

Site Launch Support:

* We provide an extra quick response time should you have any issues or questions during your launch period.

* Functionality fix amendments provided promptly if/where required.

Ongoing Administration & Security:

* System is delivered with administration instructions.

* Telephone training/support is available if required.

* Any future development can be quoted for on request.  Monthly plans are available if you require regular updates.

* We recommend annual security updates to keep your website secure as new scripts to compromise sites are created every day.  The cost of security updates will depend on the size and complexity of your website but these start from £20 per month.

* We recommend that you back up your website regularly through your hosting control panel just in case you make unwanted changes to your site in error or if your site is ever compromised.  If you prefer not to do this yourself then you can take advantage of our weekly backup services from £15 per month.

4. Website Domains & Hosting

a.      Renewal of hosting or domains is due on a yearly or quarterly basis depending on your package. The date of renewal will be detailed on the invoice issued. The hosting or domain will not be renewed if we do not receive payment by the due date or if no response is received from contact attempts.  You will risk losing your website files, emails and domain name if payment for renewals is not received by the due date.

b.      For sites hosted with us, we reserve the right to deactivate any website where the hosting has expired. There will be an admin fee of £150.00 set for retrieving the website files and reactivating the website/hosting. Files can only be restored up to a certain time period, after this all files including emails would be permanently deleted from our servers.

c.      If a request is made to move a domain name to another registrar, we will charge an administration fee of £35.00 (this charge does not include any registration fees or amendments).

d.      Website hosting is a separate service to website design and there is no tie-in between the two.  You have full access to your site files and hosting control panel functions.

e.      Web hosting can be upgraded or cancelled at any time by sending an email to: This e-mail address is being protected from spambots. You need JavaScript enabled to view it .  If upgraded, the difference between hosting packages will be charged (calculated over the remainder of the contracted year term).  If cancelled any outstanding fees for past usage must be paid in full but there is no requirement to give notice or pay a cancellation fee.  Any fees already paid for hosting services are non-refundable.

f.       As with all hosting companies we will use our reasonable endeavours to make hosting servers available all of the time.  We cannot guarantee access to servers will be uninterrupted or error free but shall use reasonable endeavours to keep downtime to a minimum. We shall make all commercially reasonable efforts to provide you with advanced notification of any scheduled and emergency outages.

g.      Compensation or service credits are not given for any form of downtime or service unavailability.

h.      It is your responsibility to maintain appropriate and up-to-date back-up copies through your control panel of any data, information or other material you upload (or permit to be uploaded) onto our servers.  It is not the policy of hosts to backup client sites so you should never rely on being able to obtain any form of back up, therefore it is important that you either carry out your own back ups or arrange for a back up service.

i.       Hosting control panel login information is sent out automatically once either the website project and/or hosting has been paid for in full.  If for any reason you do not receive your login information then you should contact us to obtain this so you are able to access your hosting control panel successfully.

j.       In the event of any loss or damage to our servers, your sole and exclusive remedy will be for us to use reasonable commercial efforts to restore the data on our servers (including your material) from the latest back-up we maintained in accordance with our archiving procedure. We will not be responsible for any loss, destruction, alteration or disclosure of your Material caused by you or any third party.

k.      For Domains and Hosting not managed by us: It is your full responsibility to renew domain names and or hosting with the relevant companies when due.  If a domain name or hosting expires, we cannot be held liable for any losses as we have no control over domain names and hosting not managed by us.

5. Contacting Creative Web Company / Kaiz Creative Agency

a.      Our standard office hours are 10am to 5pm from Monday to Friday.  We deal with enquiries and process work during these times only, however we also provide out of ours technical support for emergency issues.  Our office is closed on weekends, standard/bank holidays and during the Christmas to New Year period.

b.      If you call us and our telephone lines are busy please ENSURE you leave a voicemail so we are able to return your call.

c.      Email is the recommended method of contact to ensure instructions are communicated in writing, should any issues arise.

d.      For urgent or out of hours support we recommend you contact us by ALL methods listed below:
Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it    Tel: +44(0)845 475 4275  Text: +44(0)7739 562 713.

e.      We cannot guarantee a set response time, however we aim to respond to urgent issues as soon as possible and this is often within 1 hour.

Our Terms and Conditions are subject to change without notice.  New Terms and Conditions are applicable from the moment they are posted on our website http://www.creativewebcompany.com/terms.

TERMS REF:CW1804K12