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Service level

We endeavour to make ourselves as available as possible to clients. We do not have set working hours and are usually contactable during standard office hours 9am-5.30pm, early evening (mobile and email only). We reserve the right not to work after 10pm Monday to Saturday inclusive and all day on Sunday.

Service will be provided via email, telephone and face to face.

Services are charged by the hour and are not results based.

We endeavour to respond to enquiries and support issues within 24 hours.

Travel

Clients will be charged at the standard hourly rate for the time taken to travel to meetings and training sessions from 1st July 2010. Mileage costs will be charged at 40p per mile for distances travelled that extend 100 miles (50 miles each way). We reserve the right to wave this fee if deemed appropriate (for example if we are seeing multiple clients in the area).

Hosting

Website hosting is provided by Inch Communications Ltd where YCD Ltd is the primary customer managing multiple hosting accounts on behalf of clients. You can view Inch Communications Ltd terms on their website.

Website hosting is renewed annually unless stated otherwise. Clients will be sent invoices as reminders for renewal prior to services expiring. Clients have the right not to renew services but need to notify us of this within the invoice payment period. If the client does not inform us that they do not wish to renew services and does not pay the invoice within the invoice payment period then services may expire and extra costs incurred to restore them.

Domains

Domains are registered at domainmonster.com (Mesh Digital Ltd) where we are the primary customer managing multiple domains behalf of clients. You can view Mesh Digital Ltd terms on their website.

Domain registration is renewed annually unless stated otherwise. Clients will be sent invoices as reminders for renewal prior to services expiring. Clients have the right not to renew services but need to notify us of this within the invoice payment period. If the client does not inform us that they do not wish to renew services and does not pay the invoice within the invoice payment period then services may expire and extra costs incurred to restore them.

Payment

Website development projects - payment is usually taken in two stages – 40% project approval, 60% at the point at which the site is ready to go live. We reserve the right to increase or decrease the number of installments as well as the scheduling of payments however it is in everyone's interests that payments are made on time so we are open to discussion around payment for your specific project if this is an issue.

Projects which have cost attached to them (for example software) may be charged for up front in full, the client will be notified during the planning stages if this is the case.

Invoice payment term is 14 days, failure to complete payment on time may delay the website going live or result in it being taken off line until payment has been received.

Funds need to be received by the invoice date, please consider this if paying by cheque or bank transfer. Payment can be taken by cash, cheque or bank transfer (preferable).

I reserve the right to charge for late payments in accordance with The Late Payments of Commercial Debts (Interest) Act 1998, and subsequent legislation.

For more information about the above legistlation and charges download these guidance PDFs:

www.berr.gov.uk

www.opsi.gov.uk

New customers please complete the form below to show agreement to the Terms outlined above.


Terms of Service

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