How We Work

1. Who these terms are for

Our services are primarily offered to businesses. If you are acting as a consumer, different statutory rights may apply.

2. Calls and meetings

We record calls as standard, using a connected video-calling or meeting platform, so we keep an accurate record of what was discussed. This covers strategy calls, delivery calls and other meetings with us. Let us know before a call if you'd rather we didn't record it, and we'll take written notes instead.

3. How we quote and what's included

• Your Statement of Work (SOW) defines the scope, deliverables, timeline and price for your project.
• Anything not listed in the SOW is out of scope and will be quoted separately.
• We focus on outcomes and clarity. We keep implementation details private unless required.

4. Payment terms (public summary)

• Core website builds: 30% when you sign, 30% when production starts, 40% before launch and handover.
• Ongoing monthly plans are provided by Infinity Domain Solutions Ltd, billed under its own terms, see domandigital.co.uk/pricing/managed.

Invoices are due on receipt unless otherwise stated. Work may pause if invoices are overdue.

Listed prices are final. No VAT added.

5. Timelines and client responsibilities

• Timelines depend on timely feedback and provision of content/assets.
• You are responsible for ensuring any content you supply is lawful and you have rights to use it.
• Delays in approvals, content delivery, or access credentials may extend timelines.

6. Reviews, acceptance and sign-off

• We provide a preview/review stage before launch.
• You must review and either approve or provide a consolidated list of changes within 5 business days of a deliverable being ready for review.
• After approval/sign-off, ongoing changes are handled on one of our managed plans, as add-ons, or quoted as new work.

7. Changes and scope protection

• We work in scoped deliverables. New requirements are treated as a change request.
• Change requests are priced and scheduled separately unless they are defect fixes within the agreed warranty window.

8. Ongoing support

• Ongoing hosting, monitoring, and monthly improvements are provided by Infinity Domain Solutions Ltd, under its own plans and terms, see domandigital.co.uk/pricing/managed.
• Unused included time does not roll over unless expressly stated.

9. Suspension and termination (summary)

• We may pause work if payment is overdue, if required access is not provided, or if there is abuse/harassment.
• Either party may end an engagement as described in the signed agreement and SOW.

10. Cancellation rights (consumers)

If you are contracting as a consumer (not acting for business purposes), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a right to cancel a distance contract within 14 days of entering into it, without giving a reason.

If you ask us to begin work within the 14-day cancellation period and we agree, you acknowledge that you may lose your right to cancel once the service has been fully performed. If you cancel before the service is complete, you will pay for the work done up to the point of cancellation.

To exercise your right to cancel, contact us at legal@domandigital.co.uk with a clear statement of your decision.

11. Your statutory rights

Nothing in these Service Terms affects your statutory rights. Where you are acting as a consumer, the Consumer Rights Act 2015 provides that our services must be performed with reasonable care and skill, within a reasonable time, and at a reasonable price (where no price is agreed). Your statutory rights are not affected by anything in these terms.

12. Dispute resolution

If you are unhappy with our services, please contact us first using the details above or via our Complaints Policy. We will try to resolve the matter informally.

If we cannot resolve your complaint, you may refer the matter to an alternative dispute resolution (ADR) provider. We are willing to use CEDR (Centre for Effective Dispute Resolution) for this purpose. Further information is available at cedr.com.

13. Governing law

These Service Terms are governed by the laws of England and Wales.