Good housekeeping

terms and conditions of trade 2009 / 2010

We take our relationships with our clients very seriously. Which is why we ask everyone with whom we work to abide by some common sense terms and conditions. This ensures a good working partnership and avoids any confusion or surprises.

Initial consultation
Your initial consultation is free of charge. This covers an exploratory conversion, face-to-face or remote, electronic or spoken, to establish your needs. Whether we can help. How we’d approach your project and how long any work is likely to take. All work undertaken beyond this is chargeable at an agreed rate or flat fee.

Sample work
Unless otherwise stated, ‘try-out’ work is chargeable. This includes sample pages published to a server; ‘flat’ files of design or copy; training plans or further consultation or concepts, ideas and branding.

Cancellation or postponement
If for any reason, you do not wish to complete your project you may withdraw and we will invoice you for our work to date. Provided this is paid you may resume your project at any time.

Provider withdrawal
In the rare event we feel we cannot complete your project to your or our satisfaction, through no fault of our own, we reserve the right to withdraw our services and invoice for completed work. We will always offer a detailed explanation as to why this has occurred.

Availability
We provide exceptional levels of accessibility to our clients and are always available by phone, mobile or email between 9.00am and 6.00pm weekdays. If you need to contact us outside these hours, please feel free to. If we are able to respond we will. Occasionally our interests mean we are abroad, but we still offer email access and we will notify you in advance of these trips. This will not adversely effect your project in any way.  

Transfer to another provider
If you wish to transfer your project to another provider, that’s absolutely fine. There may, however, be a fee for the transfer of domains, artwork, files, passwords or other materials.

Deposits
If you haven’t worked with us before we will probably ask for a deposit. The amount of the deposit will vary from project to project.

Account balance
The balance on your account becomes payable within 30 days of receipt of our invoice. If we do not receive payment within 30 days we will issue a reminder and all fees must be paid on receipt of this reminder. If we feel a client is avoiding payment we will seek recompense through the appropriate legal channels. Please do not order work unless you are absolutely certain you can pay the final invoice. Invoices are generally issued by email. If you require a paper invoice, please request this and we’ll be happy to oblige.

Payment difficulty
If you are likely to have difficulties paying your invoice, you must let us know as soon as possible so we can reach an arrangement with you. We will be as understanding as we can, but cannot write off outstanding invoices.

Deadlines
If you have a strict deadline for completion of your project, you must communicate this to us when we start your work. We aim to deliver work on time, every time but we need to be sure when it is needed.

Ownership
On payment of your invoice, all work passes to your ownership and you may amend, adjust or develop it in any way you wish.

Copyright material
If you provide us with images, text or content, you must ensure you have the appropriate copyright clearance on this material. We cannot take responsibility for any resulting copyright dispute.

Hosting fees
If we provide hosting to you, then it is important to settle your invoice within 30 days of receipt. If you don’t, we reserve the right to delete your website and may charge a fee to restore it.

Amends policy
Reasonable amends are undertaken as your project progresses without adding to your final fee. However, major rethinks or additions are almost certainly chargeable. Please ask us for a quote before ordering major changes or additional work.

Dissatisfaction policy
We make customer satisfaction our first priority and have many happy clients as a result. If for any reason you are unhappy with our work or service you must let us know as soon as possible to allow us to rectify the situation. We will make every effort to make right any problems but fee reductions will only be considered if we have had the opportunity to address your dissatisfaction.

Uptime
Should your site go ‘down’ without prior notification from us, please contact us to report this. We will make every effort to restore your service and keep you informed. Certain events, such as telephone network outages are outside our control but our current uptime is around 98% - 99%.