Terms & Conditions

1.1 CreateTheWeb Limited ("CreateTheWeb", "we", "us", "our") is registered in England and Wales under company number 15300868. Our registered office is 4th Floor, Silverstream House, 45 Fitzroy Street, Fitzrovia, London, W1T 6EB. Our VAT registration number is 456 9051 71.

1.2 Email hello@createtheweb.co.uk, telephone 0333 358 0039, or write to the address above. If you are already a client, support@createtheweb.co.uk or your client portal is faster.

1.3 In these terms, "you" and "your" mean the person, company or other legal entity that enquires about, orders or uses our services, and anyone acting on their behalf. "Services" means everything we provide. "Contract" means a signed service agreement between you and us.

2.1 These terms apply to your use of this website and to all our Services, whether or not you have signed a Contract.

2.2 Most of our work runs under a signed Contract, and that Contract is the detailed agreement. Where it covers something, it wins: term length, notice, fees, deliverables, ownership and termination are all set by it. These terms fill the gaps it leaves, and they govern anything we do without one.

2.3 The order of precedence is your Contract, then the agreed proposal or quotation, then these terms.

2.4 Our Services are for businesses. By ordering you confirm that you are acting for your trade, business or profession rather than as a consumer, that you are 18 or over, and that you have authority to bind any company you are ordering for.

2.5 We may amend these terms. The current version is always on this page, with the date it last changed. Changes apply to Services ordered after that date. They do not vary a signed Contract or a price already agreed.

2.6 Nothing here affects rights that cannot lawfully be excluded.

3.1 Quotations are valid for 30 days. Work starts once you have accepted in writing or signed the Contract, and we have received any deposit due.

3.2 Services are billed in advance unless we agree otherwise in writing. Invoices are due within 7 days.

3.3 Recurring Services are paid by Direct Debit. Cancelling the mandate during a term is a material breach, and it makes the remaining balance payable.

3.4 All prices exclude VAT. Third party costs are yours, including domain registrations, advertising budgets, software licences, stock assets and app store fees. We agree them with you before we spend anything on your behalf.

3.5 Work beyond what was quoted is chargeable. We will tell you, quote for it, and get your written approval before we start. Unused time in a monthly allowance does not roll over.

3.6 We may change our prices on notice. Changes apply to new Services and renewals only, never to a signed Contract or a project already under way.

3.7 Fees are non-refundable. You are paying for our time, our skill and the capacity we reserve for you, not for a particular outcome. The one exception is a deposit where we have not started and have done no work, and that falls away if the delay is yours. Third party costs already spent are never refundable.

3.8 If an invoice is overdue we may suspend your Services without liability for the resulting loss, and your fees keep running throughout. We charge interest at 8% above the Bank of England base rate from the due date, together with the recovery costs allowed by the Late Payment of Commercial Debts (Interest) Act 1998. At 90 days we may terminate and recover everything outstanding.

3.9 You pay in full, without set-off or deduction.

4.1 You supply the content your project needs, unless we have agreed in writing to produce it, and you confirm that you hold the rights to everything you give us.

4.2 You give us the access we need, including to your website, hosting, domain, analytics, advertising and social accounts.

4.3 You respond to requests for content, feedback and approval within a reasonable time. Delays on your side move our dates.

4.4 If we ask in writing for feedback or approval and hear nothing for 30 days, that stage is treated as approved as delivered, and we may invoice the next payment. A change to it afterwards is chargeable.

4.5 If you pay and then go quiet for 30 days before we can start or continue, we may close the file. Restarting may be priced as a new project, and payments already made are not refunded or carried forward.

5.1 Where you have a Contract, that Contract governs cancellation and notice. The rest of this section applies where you do not.

5.2 Recurring Services need 30 days' written notice, received before your next invoice date. Work already scheduled or under way in those 30 days stays payable.

5.3 Services run for a minimum of 90 days. Hosting, business mailboxes and virtual private servers run on a 12 month term, and paying the invoice after a term ends renews it for a further 12 months.

5.4 To cancel, email hello@createtheweb.co.uk with your name, your company and the Service. Cancelling does not create a refund, and everything outstanding falls due immediately.

5.5 We may end a Service on 30 days' written notice, or immediately for material breach, late payment or abusive conduct. You stay liable for work done up to that point.

5.6 Clauses meant to survive termination do survive, including those on ownership, confidentiality, liability and governing law.

6.1 Everything you supply stays yours. You grant us a licence to use, edit and store it for as long as we need it to deliver the Service.

6.2 Until you have paid in full, everything we produce stays ours, and you hold a limited licence to use it for the agreed purpose. We may withhold files and access, and revoke that licence, while anything is outstanding.

6.3 What transfers to you on full payment is set out in your Contract. As a general rule, a website we build and content we publish for you become yours; a website provided on a subscription stays ours until the buy-out is paid; and managed advertising accounts and any landing page we host stay ours.

6.4 Our strategies, frameworks, methods, processes, systems and internal tooling stay ours in every case. You may not reuse, resell or reverse engineer them.

6.5 Unless you tell us otherwise in writing, we may show completed work in our portfolio, case studies and marketing, leaving out anything genuinely confidential. Email us and we will take it down.

6.6 You indemnify us against claims arising from material you supplied, or from your breach of anyone's intellectual property rights.

7.1 Each of us keeps the other's confidential information confidential, for two years after the Service ends.

7.2 We handle personal data in line with the UK GDPR and the Data Protection Act 2018. For your account, billing and marketing data we are the controller. For personal data inside your website, mailing lists or advertising accounts you are the controller and we are your processor, acting on your instructions.

7.3 We do not sell or rent personal data. We share it with the subcontractors and providers who help us deliver the Service, under written terms at least as protective as these, and where the law requires it. Some of those providers operate outside the UK, and where data leaves the UK we rely on adequacy regulations or standard contractual clauses.

7.4 We use appropriate security measures and keep data only as long as we need it. No internet service is perfectly secure, and we cannot guarantee it.

7.5 You can ask for access, correction, deletion, restriction or portability at hello@createtheweb.co.uk. How we handle data collected through this website, including cookies, is in our Privacy Policy.

8.1 We choose the technology we use, including the content management system, the hosting and the AI tools.

8.2 We use AI tools, including Anthropic's Claude, in how we research, build, optimise and monitor. We review the output and stay fully responsible for it, and we do not put your confidential information or personal data into a tool that would use it to train a public model.

8.3 We may subcontract any part of a Service, in the UK or abroad, and we stay responsible for the standard and the timing of the work. Subcontractors are bound by equivalent confidentiality and data protection obligations.

9.1 We carry out the Services with reasonable skill and care.

9.2 We do not guarantee outcomes. That includes revenue, sales, traffic, leads, search rankings, advertising performance, follower growth, engagement and return on investment. Too much of it sits outside our control.

9.3 Figures given in a proposal, an email or a call are illustrative. They are not promises and they do not form part of the agreement. Numbers of pages, articles, links, posts or hours are targets rather than quotas, and nothing unused rolls over.

9.4 We do not guarantee a delivery date unless your Contract states one.

9.5 Our Services are not legal, financial, tax or other professional advice.

10.1 Nothing here limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.

10.2 Subject to 10.1, our total liability for a Service is limited to the fees you paid us for that Service in the 12 months before the claim.

10.3 Subject to 10.1, we are not liable for loss of profit, revenue, business, contracts, anticipated savings, data, goodwill or reputation, or for any indirect or consequential loss.

10.4 The cap does not limit what you owe us, and it does not cap either side's indemnities.

10.5 We are not liable for anything caused by an event outside our reasonable control, including utility, network and hosting failures, cyber attack, and the failure, suspension, policy decision or withdrawal of any third party platform or supplier.

10.6 You indemnify us against claims arising from your breach of these terms, from your conduct, or from material you supply.

11.1 We choose the technology, the content management system and the hosting for a project, and we may use templates, components and libraries where they are the better choice.

11.2 The design direction you approve is the design direction for the project. Preferring a different look afterwards is not a defect.

11.3 A site goes live on your domain once the balance is paid in full. Sites we build carry a 12 month warranty covering defects in our own work, and not anything caused by you or a third party.

11.4 You can edit content in the CMS. Structural changes, new sections and new functionality are code, and we carry those out.

11.5 A credit to CreateTheWeb goes in the footer of the site. Removing or obscuring it without our written consent makes a fee of £800.00 plus VAT payable, for as long as the site, or anything substantially derived from our work, is publicly accessible.

11.6 Unless we agree otherwise in writing, hosting with us is a condition of us building your site. Moving it before the end of the current 12 month hosting term needs our written consent and a release fee of £240.00 plus VAT, covering the export, the handover and closing the account down. We do not provide hands-on migration support, or any support once a site has left our hosting.

11.7 Websites we build are hosted on infrastructure we own and manage. We handle server maintenance, security updates, SSL certificates, backups and monitoring. Some elements, including business mailboxes and domain registration, run through third party providers, whose terms apply alongside these.

11.8 You get access to the CMS only. You do not get access to the server, the hosting control panel, database tools or server settings.

11.9 There is no FTP, SFTP, SSH or other direct access to files or the server, for any part of the site, for you or anyone else. We make file changes on request, and that work is chargeable.

11.10 We keep an administrator account and full control of the hosting at all times. You may not remove, downgrade or change the login details of our account, or create administrator accounts of your own, and we may restrict the permissions on your account.

11.11 We control the plugins, themes, CMS core and third party tools on the site. We may update or remove any of them when we choose, and we may refuse any plugin. You may not install or change any of them without our written consent.

11.12 Our backups are for emergency recovery and are not a substitute for your own. You are responsible for the data in your account, and we are not liable for data loss or corruption.

11.13 You may not use our hosting for bulk file storage or offsite backup, to break any law, for fraud, to store or send offensive, defamatory or discriminatory material, to send spam, to distribute malware, to mine cryptocurrency, or to run anything that degrades the service for other clients. Anything you publish must be lawful and must not infringe anyone's rights. We may suspend hosting immediately where this clause is breached.

11.14 Plans are for normal business website use. If your account affects other clients we will contact you, and we may restrict use or move you to a larger plan. A mailbox that has not been accessed for 100 continuous days may be removed.

11.15 Domains we register for you are registered in your name and stay yours. Renewals are your responsibility unless we have agreed to manage them.

12.1 Advertising budget is paid by you directly to the platform, on your own billing account, and it is separate from our fee. Platforms sometimes overspend a daily budget, and that amount is yours unless we caused it.

12.2 Our management fee covers planning, building, monitoring, optimising and reporting. It stays payable in full whether or not your ads are live, approved, paused or performing.

12.3 Platforms disapprove ads, restrict accounts and suspend advertisers, often without a clear reason. We will do what we reasonably can, but we are not liable for the suspension, ban, restriction or loss of your advertising or social accounts, or for falls in reach, followers or engagement.

12.4 You receive scheduled social content for review. If we hear nothing within 48 hours we may publish as scheduled.

12.5 Your mailing list is yours. You are the sender and the data controller, and compliance with the Privacy and Electronic Communications Regulations and the UK GDPR is yours, including honouring unsubscribes. We may refuse to send to a list we do not believe is lawfully held. Inbox placement depends on your domain reputation and your list quality, and we do not guarantee it.

13.1 This policy exists so that unlimited allowances stay workable for everyone, and it forms part of these terms.

13.2 Unlimited refers to the number of requests within fair use. It does not refer to their complexity, and it does not mean unlimited resource. Every request is reviewed and accepted individually.

13.3 You may not request updates by automated means, resell access to the Services, use them for illegal or fraudulent purposes, or submit requests beyond ordinary updates, such as a full redesign, bespoke software or application development.

13.4 We monitor usage. Where use looks excessive or unreasonable, which is our judgement to make, we will talk to you first, and we may then apply limits or additional charges, or restrict or end the Service.

13.5 Give us accurate and complete information, and follow our instructions, or we cannot help effectively.

14.1 Tell your account manager first. Most things are sorted the same day.

14.2 If that does not resolve it, email hello@createtheweb.co.uk for the attention of the directors. We acknowledge within 2 working days and respond within 10.

14.3 Raising a complaint does not suspend your obligation to pay.

15.1 Your Contract, the agreed proposal and these terms are the whole agreement between us, and they replace anything said or written beforehand. Any obligation from an earlier agreement that was stated to survive continues to apply.

15.2 You may not assign this agreement without our written consent. We may assign or subcontract it freely.

15.3 No one other than you and us may enforce these terms under the Contracts (Rights of Third Parties) Act 1999.

15.4 A delay in enforcing a right is not a waiver of it. If any provision is unenforceable it is modified or removed, and the rest continues in force.

15.5 Notices go by email, to hello@createtheweb.co.uk for us and to the address we hold for you, and are treated as received on the next working day.

15.6 For 12 months after a Service ends, neither of us will solicit or employ a person who worked on it for the other, without written consent.

15.7 A contract signed through our own platform is valid and binding, and neither side will dispute it on that basis.

15.8 These terms, and any dispute arising out of them, are governed by the law of England and Wales. Before starting proceedings we will both try negotiation and then mediation. The courts of England and Wales have exclusive jurisdiction.

16.1 We no longer take on new clients for Webflow websites or IT support. This section applies only where you still hold one of those services, alongside whatever was agreed with you at the time.

16.2 Webflow. You have limited editor access, and anything it cannot do needs a separate quotation. Webflow's own terms apply to the platform. We are not liable for Webflow suspending, deleting or taking your account or site offline, and we will not rebuild it free of charge.

16.3 IT support. Support is billed on time spent rather than on outcome, so time on an unresolved or recurring issue is chargeable, with a minimum of one hour in any month support is used, recorded in 30 minute increments. Response times are indicative. Backups, antivirus and fail-safes are your responsibility before support work begins, and we are not liable for loss or downtime during it.