Terms, in plain words.

Timing

Seven working days from the day we receive your copy, photographs and logo, for a five-page build. Eight pages is ten days, twelve pages is fourteen. Automation is live in five.

If material arrives late, the launch date moves by the same number of days. We will tell you at the time rather than at the end.

Payment

Fifty per cent on acceptance, fifty per cent on the day the site goes live. Bank transfer, fourteen days. Automation setup is paid in full before we build it. Retainers are collected monthly by Direct Debit.

All prices exclude VAT. Late payment carries interest at the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998.

Changes

One round of changes is included at review. Further rounds are £75 an hour, quoted and agreed before any work starts — you will never receive a bill for something you did not approve.

On a Care or Growth retainer, changes go live within 24 hours and thirty minutes a month is included.

Ownership

The site, the copy and the photographs are yours on final payment. We keep the right to use the underlying templates and code patterns on other projects; they are ours, and they are how we work fast.

You own your brand. If we design it, that is yours on final payment too.

Hosting and domains

Twelve months of hosting, updates, backups and monitoring are included with every build. After that it is Care at £69 a month, or you can take the files and host them wherever you like.

Your domain stays in your own account throughout. We will help you point it at us; we will not hold it. If you leave, you change one setting and you are gone.

The retainer

Rolling monthly, one month's notice, in writing, at any time. No minimum term, no lock-in and no cancellation fee. If you take a twelve-month retainer voluntarily we take £350 off the build; that is the only version with a term, and it is your choice.

We may adjust prices with two months' notice. If you do not want to pay the new price, give notice and nothing more is owed.

Automation

• Your number is forwarded, never ported. It stays yours and the whole arrangement can be undone in one step.
• Callers are told they are speaking to an automated assistant. We do not pretend a machine is a person.
• Three hundred AI voice minutes are included each month, then a stated per-minute rate. We will warn you before you reach it.
• There is a fallback. If anything we run fails, calls route to your normal line automatically and we are alerted before you are.
• Marketing messages go only to people who have bought from you, with an opt-out in every one. We will decline any instruction to do otherwise, including outbound calling to a purchased list.

Advertising spend

Ad spend is paid by you direct to Google or Meta, never through us, so you can always see exactly what went where. Our management fee is separate and is stated in your proposal.

We do not guarantee rankings, positions or a return on ad spend. Anyone who does is either guessing or misleading you.

Reporting

One report at the end of every month: enquiries, calls, spend and what we changed. Two pages, in your inbox. No dashboard logins to remember.

Case studies

We would like to show finished work as a case study, naming your business and town. Say no and we will not — it costs you nothing and we will not ask twice.

Liability

We carry professional indemnity and public liability insurance. Our liability for any claim is limited to the fees you have paid us in the twelve months before it arose.

We are not liable for loss of profit or business that follows from an outage at a third party — your host's registrar, Google, Meta, a telephone network — beyond restoring service as quickly as we can. Nothing here limits liability for death, personal injury or fraud, and nothing here affects your statutory rights.

Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

Design Surrey · Export House, Henry Plaza, Victoria Way, Woking, Surrey GU21 6QX · hello@designsurrey.co