Terms of Service

These terms apply to every Web Nuvo Client Agreement. If your Client Agreement and these terms disagree, the Client Agreement wins.

1. Who we are and who these terms are for

1. Web Nuvo is a UK business. Our full registered business details (legal name, address and company number) will be shown here once registration is complete. To contact us, email hello@webnuvo.com or use the contact form on our website.
2. We sell only to businesses. By signing, you confirm you're acting for your trade, business or profession and not as a consumer.
3. "Services" means everything in your plan: website, hosting, owner dashboard, add-ons and, on Growth and Full Marketing, marketing services.

2. Free demo and how the agreement starts

1. We may build a free demo before you sign. You owe nothing for a demo you don't take.
2. The agreement starts when both sides sign the Client Agreement and your Direct Debit is set up.
3. Your minimum term starts on the day your website goes live.

3. Building your website

1. Website, Growth and Full Marketing plans include a website of up to 4 pages plus your owner dashboard. The One Page plan includes a single-page website with no dashboard. Extra pages cost £40 each, one-off.
2. We aim to put your website live within 24 hours of receiving everything we need: your text, photos, logo, prices and contact details. Larger builds and Custom designs get a date agreed with you.
3. Before launch you can ask for up to 2 rounds of changes. After launch, changes are handled as edits (section 5).
4. You approve the website before it goes live. Once live, it's treated as accepted.

4. What's included every month

1. Hosting and security: hosting, SSL certificate, regular backups and software updates.
2. Uptime: we aim for 99.5% uptime each month, not counting planned maintenance we tell you about in advance.
3. Support: by WhatsApp, email or phone, Monday to Friday, 9am to 5:30pm UK time, except bank holidays. We reply within 1 business day, and within 4 business hours if your site is down.
4. Growth adds: local SEO for your area, your Google Business profile managed, review alerts and replies, and a monthly report.
5. Full Marketing adds: full SEO and content, Google and Facebook ads managed, lead and call tracking, and a monthly results call. Ad budgets are paid by you directly to Google or Meta.

5. Edits

1. Small edits are unlimited on Website, Growth and Full Marketing plans. The One Page plan includes 2 small edits a month. A small edit takes under 30 minutes: new prices, opening hours, photos, text, a new offer.
2. We aim to finish small edits within 2 business days.
3. Bigger jobs (new pages, new features, a redesign) are quoted first. You choose whether to go ahead.
4. To keep it fair for everyone, if edits regularly go over 3 hours a month we'll talk to you about a plan that fits.

6. Bots, ordering, bookings and texts

1. Add-ons such as WhatsApp bots, website chat, online ordering and bookings are provided while your agreement is active.
2. Card payments are processed by Stripe or another payment provider, under their own terms. We never see or store full card numbers.
3. Text messages (for example "running late" alerts) include a monthly allowance shown in your Client Agreement. Texts above that are charged at cost.
4. WhatsApp features use Meta's WhatsApp Business Platform. Any fees Meta charges are passed on at cost.

7. Your responsibilities

1. You give us accurate information and content you have the right to use.
2. You are responsible for what your website says about your products and services, including prices, allergens, qualifications and offers.
3. You won't use the Services for anything illegal, misleading or harmful, or to send spam.
4. You keep your logins private and tell us straight away if you think someone else has used them.

8. Fees and payment

1. The setup fee is paid before we start building. Monthly fees are collected by Direct Debit on your payment day, starting on your go-live date.
2. Prices exclude VAT, which is added where it applies.
3. Price lock: your monthly fee won't increase during your minimum term. After it, we may change prices with at least 60 days' written notice, and you can leave without an exit fee before the change takes effect.
4. If a payment fails, we'll tell you and try again. If it's still unpaid after 14 days, we may pause your website and add-ons until it's paid.
5. We may charge interest on late payments under the Late Payment of Commercial Debts (Interest) Act 1998.
6. Launch offers (new clients who sign by 31 January 2027): (a) the One Page plan is £5.99 a month instead of the standard £10.99, and you keep that price for your whole minimum term; (b) on Website, Growth and Full Marketing plans, your monthly fee is half price for your first 3 months. Setup fees and extra pages are not discounted. If you leave early, the exit fee in section 9.3 is worked out on your normal (non-discounted) monthly fee for the months left, except on the One Page plan, where it uses £5.99.

9. Ending the agreement

1. 14-day change of mind: you can cancel within 14 days of signing. If your website isn't live yet, we refund everything. If it is live, we keep the setup fee only.
2. After the minimum term: the agreement continues month to month. Either side can end it with 30 days' written notice.
3. Leaving during the minimum term: give 30 days' written notice. You pay your normal fees during the notice period, plus an exit fee of 60% of the monthly fees left (a 40% discount) on your minimum term after the notice period. You can pay it in one go or in 3 equal monthly payments.
4. If you paid in advance: you can pay your whole minimum term up front (5% off), or part of it. If you leave early, we refund the months you paid for but won't use after your notice period, less the same 60% exit fee. So you get back 40% of what you paid for those unused months. Example: on a £20-a-month, 24-month plan you paid £456 up front (£19 a month after the 5% discount) and leave after 6 months. After your notice, 17 unused months are worth £323, and we refund 40% of that: £129.20.
5. No exit fee if: (a) your business stops trading permanently and you give us reasonable proof, such as a Companies House dissolution notice or HMRC confirmation; (b) we seriously or repeatedly break these terms and don't fix the problem within 14 days of your written notice; or (c) we raise your price after the minimum term (section 8.3).
6. Downgrade or pause instead: you can move to a cheaper plan at any time with no fee, keeping your term. Seasonal businesses can pause for up to 2 months in any 12 months for £5 a month. The minimum term is extended by the paused months.
7. We can end the agreement with written notice if you don't pay within 30 days of the due date, seriously break section 7, or become insolvent. The exit fee in section 9.3 then applies.
8. To give notice, message us by email or WhatsApp, or email hello@webnuvo.com or use the contact form on our website. We'll confirm in writing within 2 business days.

Example

You pay £25 a month on a 24-month plan and leave after 6 months. After your 30-day notice, 17 months are left, worth £425. Your exit fee is 60% of that: £255, payable in one go or as 3 payments of £85.

10. When the agreement ends

1. Your website stays live until the end of your notice period.
2. Once your account is paid up, we send you within 14 days: (a) a full copy of your website files; (b) your domain transfer code, or we move the domain to your new provider; and (c) your orders, bookings, enquiries and customer lists as spreadsheet files. This is free.
3. Dashboards, bots and our software platform stay with us. You keep the data in them (section 10.2).
4. We delete your data from our systems 90 days after the agreement ends, except records we must keep by law.

11. Ownership and domains

1. Your content stays yours: text, photos, logo and customer data you provide.
2. Logos and text we create for you become yours once the setup fee is paid.
3. The website design and code are licensed to you while the agreement is active. When it ends, you get a permanent licence to use the files we hand over (section 10.2).
4. Our software, dashboards, bots, templates and know-how remain ours. We may reuse general design ideas but never your content or branding.
5. Domains we register for you are registered in your name, so you are the legal registrant. We manage and renew one standard .co.uk or .com domain as part of your plan; premium domains are charged at cost. When the agreement ends we give you the transfer code or move the domain to your new provider, free of charge. If you already own a domain, you keep it and we point it at your website.

12. Data protection

1. Our Privacy Policy explains how we handle personal data about you.
2. Where we store personal data for you, such as your customers' orders and bookings, you are the controller and we are your processor. Schedule A applies.
3. You're responsible for your own website's privacy notice. We can supply a template.

13. Liability

1. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything the law doesn't allow us to limit.
2. We aren't liable for loss of profit, revenue, business, goodwill or data, or for indirect loss.
3. We don't guarantee Google rankings, leads, sales or ad results, because they depend on factors outside our control.
4. We aren't responsible for failures by third-party services we don't control, such as Google, Meta, payment providers or domain registries, or for events beyond our reasonable control.
5. Our total liability in any 12 months is limited to the fees you paid us in those 12 months.

14. General

1. We may update these terms. Changes don't apply to your current minimum term unless they benefit you or the law requires them. We'll give 30 days' notice of other changes.
2. We may use subcontractors, but we stay responsible for their work.
3. We may show your website in our portfolio unless you ask us not to.
4. Neither side may transfer this agreement without the other's consent, except that we may transfer it to a business that takes over Web Nuvo, on the same terms.
5. If any clause is found unenforceable, the rest still applies.
6. These terms are governed by the law of England and Wales, and the courts of England and Wales decide any disputes. We'll always try to resolve a complaint informally first.

15. Web Nuvo Builder (build it yourself)

1. The Web Nuvo Builder at webnuvo.com/builder lets you build and publish your own website. These terms apply to it, except sections 2, 3, 5 and 9, which cover our done-for-you plans.
2. The Builder is free to use during its launch. We will give at least 30 days' notice before introducing any charge, and you can delete your account at any time.
3. You are responsible for everything you publish and sell: text, photos, prices, products, and how you deal with your customers' orders, refunds and personal data. Only upload photos and content you have the right to use.
4. You must not use the Builder for anything illegal, misleading, offensive or harmful, to collect passwords or payment details, to impersonate another business, or to send spam. We may take a website offline or close an account that breaks these rules, without notice where the risk is serious.
5. Orders placed through your Builder shop are between you and your customer. Customers currently pay you on delivery or collection; we do not handle the money.
6. Published websites show a small "Website by Web Nuvo" link.
7. We aim to keep the Builder available but do not guarantee it will always be uninterrupted. Keep your own copy of important information.

Schedule A: Data processing terms

When we process personal data for you as your processor, we will:

1. Process it only on your documented instructions, including as set out in this agreement.
2. Make sure our staff and subcontractors are bound to keep it confidential.
3. Keep it secure with appropriate technical and organisational measures.
4. Use sub-processors only with appropriate written terms. Current ones: Hostinger (hosting and email) and Stripe (payments). We'll tell you before adding new ones so you can object.
5. Help you respond to people exercising their data rights, and with security and data protection impact assessments.
6. Tell you without undue delay, and within 48 hours, after we become aware of a personal data breach affecting your data.
7. Delete or return the data when the agreement ends (section 10).
8. Give you the information needed to show we comply, and allow reasonable audits on 30 days' notice.