Legal
Coullweb is a fully managed website service run by Coullweb Ltd, registered in England (company number 09914691, VAT number 229 426 596). Our studio is at 16/16a Hart House, Priestley Road, Basingstoke, Hampshire, RG24 9PU, United Kingdom.
In these terms, "we", "us" and "our" mean Coullweb Ltd. "You" and "your" mean the person or business that takes out the service.
These terms cover everything we offer: the free homepage, the monthly managed plan, and one-off signature projects.
Most of what follows is about the monthly service. Where a section applies only to signature work, it says so, and section 6 sets out how those bespoke projects run.
We build you a homepage first, at no cost and with no obligation. You see it before you decide anything.
One monthly price covers the lot: design, hosting, security and all standard changes. There's no site builder to learn: you tell us what you need and we make the change for you.
Your plan is a service, not a one-off purchase. While you're a customer we keep your site online, up to date and looked after. Larger pieces of work, such as a second site or a bespoke feature, may be quoted separately before we start.
Standard changes are included in your monthly price. That covers the everyday edits a small business site needs: text, images, new pages, prices, opening hours, contact details and the like.
Some work sits outside the plan. We'll always tell you before we start, and either agree it as an add-on or quote for it:
We determine what counts as a standard change and what counts as new or bespoke development. We use changes fairly and in good faith on both sides.
Alongside the monthly service we still take on signature projects: bespoke, one-off design and build work quoted on its own terms. This section covers that work, not the monthly plan.
We'll send a written proposal before we start. Quotes and proposals are valid for 30 days. If the brief changes, or work is delayed or added, the final cost may change; we'll agree any change with you in writing before we carry it out.
Once a project is paid in full, you have a licence to use the work for its intended purpose. As with the rest of our work, the design and code stay our intellectual property and can't be resold or reused elsewhere without our written permission (see section 14).
If a project is cancelled, or stalls for three months or more, we'll invoice for the work done up to that point and release it within 30 days. Payments made up to that point are non-refundable.
This section covers the monthly service. Your monthly fee is billed in advance by the payment method you set up. We'll confirm the price in writing before the service starts.
If a payment fails, we'll get in touch before anything changes on your site. If it stays unpaid, we may pause work, then suspend the site, and we may charge interest on arrears at 3% of the outstanding balance each month until paid in full.
We may change the monthly price from time to time. If we do, we'll tell you in writing before it takes effect and give you fair notice.
If a new price doesn't work for you, you can cancel before it starts (see section 20). Carrying on after the change takes effect counts as accepting it.
We accept concept and design approval by email and written communication. Design changes must be made in writing.
Once designs, concepts or alterations are approved, reworking them afterwards may count as a new change rather than part of the same one.
Support for the site we build and host is part of your monthly service. You don't buy support hours separately while you're on the plan.
We host your site on managed infrastructure and keep it patched, backed up and secure. We work hard to keep it available around the clock, but no host can promise perfect uptime, and we don't guarantee the availability of the cloud providers we build on.
From time to time we may need to carry out maintenance. Where we can, we'll do it quietly and out of hours. Scheduled maintenance, emergency work and events outside our control aren't treated as downtime.
Hosting is included in your monthly service and provided through independent hosting companies.
You're responsible for the words, images and other material you ask us to publish. By sending us content, you confirm you own it or have the right to use it, and that it doesn't infringe anyone else's rights.
We won't publish anything unlawful, and we may decline a request that would put your site or ours at risk. If a claim is made against us because of content you supplied, you agree to cover the reasonable costs of dealing with it.
Your content stays yours. It always has and always will.
The design and code we produce remain our intellectual property. While you're on the monthly service, you have a licence to use your site for its intended purpose. That licence runs for as long as you're a customer, and ends when your service ends.
While we work to give your site the best possible chance in search, we don't guarantee, and can't be held responsible for, any specific placement or ranking within search engines.
Some sites rely on third-party services, such as a payment gateway or booking tool. You're ultimately responsible for those services, and we'll get your permission before setting any up or acting on your behalf.
Marketing is an optional extra, available to customers whose site we build or maintain. It's quoted separately from your monthly website plan.
It's your responsibility to make sure the information you give us to use in any marketing is correct. Changes to marketing material once approved may incur extra charges.
We take real care with your site, but we can't be responsible for losses outside our reasonable control, such as issues with third-party tools, your own hardware, or decisions you make about your business.
We aren't liable for financial, performance-related or other losses connected with sales, third-party services, tax setup or advice you choose to act on. Where you supply us with materials or products, you do so at your own risk.
Nothing in these terms limits any liability that can't be limited by law, including for death or personal injury caused by negligence.
Now and then we may need to gather confidential or sensitive information from you to do our work. Anything we gather or share is held securely and never passed to a third party without your permission.
We handle personal data in line with the UK GDPR and the Data Protection Act 2018. You can ask us in writing to correct or update information we hold. Full detail of how we use personal data lives in our privacy policy.
You can cancel at any time by letting us know in writing. Your service runs to the end of the month you've paid for, and we won't take another payment after that. There's no exit fee.
We'd always rather talk through any issue before you cancel, to see if we can put a solution in place.
We may sub-contract any of the work on your site. Wherever we do, we stay responsible to you for the service under these terms.
Questions about these terms? We're happy to talk them through in plain English.
Email: support@coullweb.com
Phone: 01256 326 972
Post: Coullweb Ltd, 16/16a Hart House, Priestley Road, Basingstoke, Hampshire, RG24 9PU, United Kingdom.