1. Scope of Services

a) ITND Limited provides website design, development, support, maintenance, and hosting services in line with the selected service plan.
b) We reserve the right to refuse any project that includes illegal, unethical, or objectionable content such as adult material, gambling, usury, hate speech, or anything in conflict with our values.

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2. Design Progress

a) The Client will have the opportunity to review the design and content of their website during development.
b) Reasonable revisions may be requested during the design stage.
c) Revisions must not substantially alter the agreed layout or overall structure.
d) Once the Client approves the design or no feedback is provided within 7 calendar days, the project is deemed complete. Further changes will be treated as new work or deducted from the Client’s allocated task quota (if applicable).

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3. Payments & Charges

3.1 Clients may choose to pay monthly or annually.
3.2 Work will only commence once full payment is received, unless a written instalment plan has been agreed.
3.3 Payment can be made via Direct Debit, Credit Card, or Bank Transfer. An invoice will be issued and must be paid before any work begins.
3.4 Licensed assets (e.g. premium plugins, images, videos, or fonts) are considered upgrades and charged separately.
3.5 Any post-completion updates or additional requests will require a separate quote or invoice.

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4. Turnaround Time

a) Project timelines depend on the Client providing content and maintaining regular communication.
b) If the Client delays significantly, the Developer may cancel the project and charge £25/hour for time already spent.

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5. Termination & Refunds

a) Clients may cancel within 7 days of the project start date. If any work has been completed, a £25/hour charge applies.
b) After the 24-month period, the plan becomes a rolling monthly agreement. Cancellation requires 30 days’ written notice.
c) Clients may downgrade to a Hosting-Only or Hosting + Support plan after the initial term.

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6. Access to Website

a) Upon completion, the Client will receive backend login details.
b) Clients are given Editor access by default. Administrator access can be granted upon written request, at the Client’s own risk.
c) ITND will not be liable for issues arising from changes made under Administrator access.
d) Any technical issues caused post-access are not covered unless included in the support plan.

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7. Training & Tutorials

a) Upon request, Clients may receive video tutorials explaining how to manage key website features such as text, images, and blog posts.

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8. Stock Images & Media

a) ITND offers stock images from its internal library. Premium images from third-party providers (e.g. Shutterstock) must be purchased by the Client.
b) All Client-supplied images must be high quality (2MP+), in JPG, PNG, or SVG format. Low-quality images may not be used.

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9. Hosting & Backups

a) Shared hosting is included with the monthly plan.
b) Hosting is active as long as payments are up to date. Missed payments may lead to suspension.
c) Hosting accounts overdue by more than 1 month may be suspended or terminated. Clients remain liable for the full contract value.
d) Persistent non-payment may result in referral to a debt recovery agency.
e) If the Client chooses third-party hosting, ITND cannot guarantee service compatibility. Key services (e.g. malware scanning, plugin updates, backups) may not function correctly outside ITND’s server environment.
f) Self-hosting does not reduce the monthly fee.
g) Backups (where included) are performed daily and retained for up to 30 days. While we aim for 99% restoration success, full recovery cannot be guaranteed.

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10. Support

a) Support is included in eligible plans and includes:

• Regular plugin and security updates

• 24/7 downtime monitoring

• Daily malware scanning

• Automated offsite backups

• Bug fixes
  b) Support requests must be submitted via the client portal.

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11. Monthly Tasks

a) Monthly website tasks are limited to 30 minutes each.
b) Each request is treated as one task. Combined tasks submitted together will be split and treated individually.
c) Requests must be submitted one at a time via the help desk.
d) Turnaround is typically within 5 working days but may vary.
e) Unused tasks expire at month’s end and do not roll over.
f) New page creation is excluded from task time and charged at £75 per page.

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12. Mobile Responsiveness

a) All websites are optimised for mobile and tablet use.
b) While layout consistency across all devices is a priority, some minor visual variation may occur.

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13. Client Content & Copyright

a) The Client must ensure all submitted content (text, images, logos, videos) is legally owned or properly licensed.
b) The Client agrees to indemnify ITND Limited against any claims related to copyright or intellectual property infringement.

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14. Modifications & Third-Party Changes

a) ITND is not liable for errors or damage caused by the Client or third parties after backend access is granted.
b) Technical support outside the agreed period will require a separate quote or maintenance plan.

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15. Security & Malware Recovery

a) While proactive security measures are in place, no system is immune to hacking.
b) If a site is compromised, ITND will attempt to restore it from the latest backup (if hosted with us).
c) If backup fails, we will attempt to clean malware at no extra cost.
d) More complex recovery may require third-party services and incur additional costs, subject to approval.

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16. Attribution & Portfolio Use

a) ITND may place a discreet credit in the website footer.
b) We reserve the right to feature completed projects in our portfolio. Clients may opt out in writing.

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17. Indemnity

a) Services must be used for lawful purposes only.
b) The Client indemnifies ITND Limited against any legal claims arising from misuse of the website or provided services.

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18. Limitation of Liability

a) ITND Limited shall not be held liable for:

• Losses caused by errors, delays, or omissions

• Third-party service failures

• Issues due to Client-supplied content

• Technical problems beyond our control
  b) Maximum liability shall not exceed the total fees paid for services related to the issue.

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19. Governing Law

a) This agreement is governed by the laws of England and Wales. Disputes shall be resolved under the jurisdiction of its courts.

1. Registration  

a). In order to use our service clients are expected to register for an account using our client portal.  After registering clients are expected to setup a payment method, clients can choose to pay monthly or annually. 

2. Login Credentials 

a). Clients agree to provide us with all usernames and passwords for hosting, WordPress website or anything else that is required in order for us to fully manage a clients website.   

b). No login credentials are shared with any third party. 

3. The Support We Provide 

a). All Support Tickets must be submitted to us via the client area this will allow us to keep a record of all jobs submitted to us. 

b). Depending on your plan, we provide the following support, theme updates, plugin updates, core system file updates, bug fixes, broken link fix, https issues, malware check and removal, security checks, vulnerability checks, speed performance fixes, image optimisation, daily backups, offsite backups, uptime monitoring. 

4. The Support We Don’t Provide 

a). If a client’s site is not hosted on our hosting server, we can’t offer daily backups.  If a clients website goes down on their own server, we’ll offer support where we can but the client needs to liaise with their hosting provider to see if they can resolve the issue. 

b). We don’t support websites that don’t run WordPress. 

5. Response Time 

a). We aim to respond to all support tickets as quickly as we can, usually within a couple of hours.  We don’t offer 24 hour emergency support however we do respond to support tickets anytime within 24 hours and 7 days a week, we do endeavour to resolve issues as quickly as possible. 

b). If your website is hosted with us we have software which monitors our server uptime and downtime so we will know when your site goes down and will rectify any issues as quickly as possible. 

6. Tasks, what’s included 

a). Tasks that are included free of charge within a clients plan must not exceed the time limit of 30 mins per task. 

b). Clients agree that per requested task will be classed as a new task and cannot use all their allocated task time on a single task. 

c). The tasks that we can perform on behalf of clients are the following: 

• Text edits
• Image uploaded
• Image replace
• Colour change
• Basic layout change 

7. Tasks what’s Not included 

a). Tasks that clients request must not exceed the allocated time frame for each task. 

b). Unused Task time cannot be rolled over to the next month. 

c). The tasks that we cannot perform on behalf of clients are the following: 

• Editing images (changing the way they look)
• New Development
• Creating New Pages 

8. One-Off Tasks 

a). One-Off tasks will be charged at £25 per hour. 

b). Clients will be given a fixed price based on the task they need doing. 

c). One-Off Tasks must be paid for in advance before any work can begin, this can be done from the client area or direct from our website. 

 

1. Publication

a). The client must provide us with accurate information to be added to the client’s publications, this can be given to us in a number of formats such as a Word document, Power Point presentation or email.

b). The client will be given the opportunity to view the draft publication during the design stage, if the client requires changes to be made; the client must inform us of any revisions required.

c). Revisions that need to be made must be within a reasonable capacity.

d). Once the client receives the finished version of the publication, we deem the project to be complete.

e). If the client requires revisions to be made after receiving the finished version of the client’s publication then the client will need to pay £19 per hour or an agreed flat rate for any new revisions required.

2. Content

a). We accept all types of design requests, except for designs that break out of the frame of ethical or legal purposes, clients that request a design that promotes adult content, gambling, interest/usury, illegal content, hate, racism, drugs and alcohol, we reserve the right to decline any work that fits this criteria.

3. Turnaround Time

a). We will complete the client’s design on or before the estimated complete date as long as the client can be consistent with communication and the forwarding of required text and images.

b). If the client consistently fails to communicate with us or consistently delays the agreed schedule, of providing us with content such as images and text this will result in us not being able to complete the project on time and therefore we have the right to cancel the project, the client will also be charged for the time already spent working on the project at a rate of £19 per hour, we will refund the remainder of what is owed.

4. Payment and refunds

a). The client is expected to make payment in full before any work is carried out to secure a design slot.

c). If a client needs any revisions to be made to a completed design, a new quote will need to be requested.

d). Payment for services can be paid via PayPal, Credit Card and Visa Debit card. Clients will be sent an invoice via email which needs to be paid within 7 days.

e). If the client wishes to cancel before we have started working on the client’s design, the client must email us at info@itnd.co.uk requesting a cancellation, we will then refund any money paid upfront however the client will need to pay a cancellation fee of £10 towards admin.

f). If we have already begun working on a client’s design and the client decides to cancel, we will charge for the time (£19 per hour) already spent working on the design and we will refund any money that is owed to the client.