Hosting services terms and conditions

Website support and maintenance terms and conditions

Please read these Terms and Conditions carefully. All contracts that the Provider may enter into from time to time for the provision of the Provider’s services shall be governed by these Terms and Conditions, and the Provider will ask the Customer for the Customer’s express written acceptance of these Terms and Conditions before providing any such services to the Customer.

Definitions

1.1 In these Terms and Conditions, except to the extent expressly provided otherwise:“Affiliate” means an entity that Controls, is Controlled by, or is under common Control with the relevant entity;“Business Day” means any weekday Monday to Friday other than a bank or public holiday in England;“Business Hours” means the hours of 09:00 to 17:00 GMT/BST on a Business Day;“Charges” means:(a) the amounts specified in Section 4 of the Statement of Work and elsewhere in these Terms and Conditions;(b) such other amounts as may be agreed in writing by the parties from time to time; and(c) amounts calculated by multiplying the standard time-based charging rates of the Provider (as notified by the Provider to the Customer before the date of the Contract) by the time spent by the personnel of the Provider performing the Services rounded down by the Provider to the nearest quarter hour;“Confidential Information” means the Provider Confidential Information and the Customer Confidential Information;“Contract” means a particular contract made under these Terms and Conditions between the Provider and the Customer;“Control” means the legal power to control (directly or indirectly) the management of an entity (and “Controlled” should be construed accordingly);“Customer” means the person or entity identified as such in Section 1 of the Statement of Work;“Customer Confidential Information” means:(a) any information disclosed by or on behalf of the Customer to the Provider at any time before the termination of the Contract (whether disclosed in writing, orally or otherwise) that at the time of disclosure was marked or described as “confidential” or should have been understood by the Provider (acting reasonably) to be confidential; and(b) the financial terms of the Contract;“Customer Indemnity Event” has the meaning given to it in Clause 14.3;“Customer Personal Data” means any Personal Data that is processed by the Provider on behalf of the Customer in relation to the Contract, but excluding personal data with respect to which the Provider is a data controller;“Data Protection Laws” means the EU GDPR and the UK GDPR and all other applicable laws relating to the processing of Personal Data;“Effective Date” means the date of execution of the Contract;“EU GDPR” means the General Data Protection Regulation (Regulation (EU) 2016/679) and all other EU laws regulating the processing of Personal Data, as such laws may be updated, amended and superseded from time to time;“Force Majeure Event” means event, or a series of related events, that is outside the reasonable control of the party affected (including failures of the internet or any public telecommunications network, hacker attacks, denial of service attacks, virus or other malicious software attacks or infections, power failures, industrial disputes affecting any third party, changes to the law, disasters, epidemics, pandemics, explosions, fires, floods, riots, terrorist attacks and wars);“Intellectual Property Rights” means all intellectual property rights wherever in the world, whether registrable or unregistrable, registered or unregistered, including any application or right of application for such rights (and these “intellectual property rights” include copyright and related rights, database rights, confidential information, trade secrets, know-how, business names, trade names, trade marks, service marks, passing off rights, unfair competition rights, patents, petty patents, utility models, semi-conductor topography rights and rights in designs);“Maintained Software” means the Supported Website software and the following software to the extent that it is installed upon the same server as the Supported Website software and is used by the Supported Website: Krystal Hosting;“Maintenance Services” means the supply to the Customer and application to the Maintained Software of Updates and Upgrades;“Minimum Term” means, in respect of the Contract, the period indefinitely beginning on the Effective Date;“Personal Data” means personal data under any of the Data Protection Laws;“Provider” means RST Developments LTD, a company incorporated in England and Wales registration number05792385 having its registered office at 20-22 Wedlock Road, London N1 7GU United Kingdom a partnership established under the laws of England and Wales. “Provider Confidential Information” means:(a) any information disclosed by or on behalf of the Provider to the Customer at any time before the termination of the Contract (whether disclosed in writing, orally or otherwise) that at the time of disclosure was marked[ or described] as “confidential” or should have been understood by the Customer (acting reasonably) to be confidential; and(b) the financial terms of the Contract;“Provider Indemnity Event” has the meaning given to it in Clause 14.1;“Release” means, in respect of an Update or Upgrade produced by the Provider, the release of that Update or Upgrade to the customers of the Provider generally and, in respect of an Update or Upgrade produced by a person other than the Provider, the public release of that Update or Upgrade (and “Released” shall be construed accordingly);“Services” means any services that the Provider provides to the Customer, or has an obligation to provide to the Customer, under these Terms and Conditions;“Statement of Work” means a written statement of work agreed by or on behalf of each of the parties;“Support Services” means support in relation to use of the Supported Website and the identification and resolution of errors in the Supported Website, the addition of content to the Supported Website, and minor changes in the layout and design of the Supported Website (providing that the Provider shall determine acting reasonably whether a proposed change is minor); for the avoidance of doubt, such services shall not include the provision of training services, significant changes in the layout or design of the Supported Website or any software development services;“Supported Website” means the website or websites identified as such in the Statement of Work;“Term” means the term of the Contract, commencing in accordance with Clause 2.1 and ending in accordance with Clause 2.2;“Terms and Conditions” means all the documentation containing the provisions of the Contract, namely the main body of these Terms and Conditions, the Schedules and the Statement of Work, including any amendments to that documentation from time to time;“UK GDPR” means the EU GDPR as transposed into UK law (including by the Data Protection Act 2018 and the Data Protection, Privacy and Electronic Communications (Amendments etc) (EU Exit) Regulations 2019) and all other UK laws regulating the processing of Personal Data, as such laws may be updated, amended and superseded from time to time;“Update” means a hotfix, patch or minor version update to the Maintained Software; and“Upgrade” means a major version upgrade of the Maintained Software.

Term

2.1 The Contract shall come into force upon the Effective Date.

2.2 The Contract shall continue in force indefinitely subject to termination in accordance with Clause 17 or any other provision of these Terms and Conditions.

2.3 Unless the parties expressly agree otherwise in writing, each Statement of Work shall create a distinct contract under these Terms and Conditions.

Maintenance Services

3.1 The Provider shall provide the Maintenance Services to the Customer during the Term.

3.2 The Provider shall provide the Maintenance Services in accordance with Schedule 1 (Maintenance SLA).

3.3 The Provider may suspend the provision of the Maintenance Services if any amount due to be paid by the Customer to the Provider under the Contract is overdue, and the Provider has given to the Customer at least [30 days’] written notice, following the amount becoming overdue, of its intention to suspend the Maintenance Services on this basis.

3.4 Either party may terminate the Maintenance Services by giving to the other party at least 30 days’ written notice expiring on or at any time after the first anniversary of the Effective Date.

3.5 If the Provider stops or makes a good faith decision to stop providing maintenance services in relation to the Maintained Software to its customers generally, then the Provider may terminate the Maintenance Services by giving at least 60 days’ written notice of termination to the Customer.

3.6 If the Maintenance Services are terminated in accordance with the provisions of this Clause 3:(a) the Customer must pay to the Provider any outstanding Charges in respect of Maintenance Services provided to the Customer before the termination of the Maintenance Services;(b) the Provider must refund to the Customer any Charges paid by the Customer to the Provider in respect of Maintenance Services that were to be provided to the Customer after the termination of the Maintenance Services; and(c) the provisions of this Clause 3, excluding this Clause 3.6, shall cease to apply, but the other provisions of the Contract will continue notwithstanding such termination.

3.7 For the avoidance of doubt, the Maintenance Services shall automatically terminate upon the termination of the Contract.

Support Services

4.1 The Provider shall provide the Support Services to the Customer during the Term.

4.2 The Provider shall provide the Support Services in accordance with Schedule 2 (Support SLA).

4.3 The Provider may suspend the provision of the Support Services if any amount due to be paid by the Customer to the Provider under the Contract is overdue, and the Provider has given to the Customer at least 30 days’ written notice, following the amount becoming overdue, of its intention to suspend the Support Services on this basis.

4.4 Either party may terminate the Support Services by giving 30 days’ written notice expiring on or at any time after the first anniversary of the Effective Date.

4.5 If the Support Services are terminated in accordance with the provisions of this Clause 4:(a) the Customer must pay to the Provider any outstanding Charges in respect of Support Services provided to the Customer before the termination of the Support Services;(b) the Provider must refund to the Customer any Charges paid by the Customer to the Provider in respect of Support Services that were to be provided to the Customer after the termination of the Support Services; and(c) the provisions of this Clause 4, excluding this Clause 4.5, shall cease to apply, but the other provisions of the Contract will continue notwithstanding such termination.

4.6 For the avoidance of doubt, the Support Services shall automatically terminate upon the termination of the Contract.

Customer obligations

5.1 Save to the extent that the parties have agreed otherwise in writing, the Customer must provide to the Provider, or procure for the Provider, such:(a) co-operation, support and advice;(b) information and documentation; and(c) governmental, legal and regulatory licences, consents and permits, as are reasonably necessary to enable the Provider to perform its obligations under the Contract.

5.2 The Customer must provide to the Provider, or procure for the Provider, such access to the Customer’s computer hardware, software, networks and systems as may be reasonably required by the Provider to enable the Provider to perform its obligations under the Contract.

No assignment of Intellectual Property Rights

6.1 Nothing in these Terms and Conditions shall operate to assign or transfer any Intellectual Property Rights from the Provider to the Customer, or from the Customer to the Provider.

Charges

7.1 The Customer shall pay the Charges to the Provider in accordance with these Terms and Conditions.

7.2 If the Charges are based in whole or part upon the time spent by the Provider performing the Services, the Provider must obtain the Customer’s written consent before performing Services that result in any estimate of time-based Charges given to the Customer being exceeded or any budget for time-based Charges agreed by the parties being exceeded; and unless the Customer agrees otherwise in writing, the Customer shall not be liable to pay to the Provider any Charges in respect of Services performed in breach of this Clause 7.2.

7.3 All amounts stated in or in relation to these Terms and Conditions are, unless the context requires otherwise, exclusive of any applicable value added taxes, which will be added to those amounts and payable by the Customer to the Provider.

7.4 The Provider may elect to vary any element of the Charges by giving to the Customer not less than30 days’ written notice of the variation expiring on any anniversary of the date of execution of the Contract, providing that no such variation shall constitute a percentage increase in the relevant element of the Charges that exceeds 2% over the percentage increase, since the date of the most recent variation of the relevant element of the Charges under this Clause 7.4 (or, if no such variation has occurred, since the date of execution of the Contract), in the Retail Prices Index (all items) published by the UK Office for National Statistics.

Timesheets

8.1 The Provider must:(a) ensure that the personnel providing Services, the Charges for which will be based in whole or part upon the time spent in the performance of those Services, complete reasonably detailed records of their time spent providing those Services; and(b) retain such records during the Term, and for a period of at least 12 months following the end of the Term.

8.2 Within 10 Business Days following receipt of a written request, the Provider shall supply to the Customer copies of such of the timesheets referred to in Clause 8.1 and in the Provider’s possession or control as the Customer may specify in that written request.

Minimum Services commitment

9.1 If the time spent by the personnel of the Provider performing the Services during any calendar month that is entirely within the Term does not exceed [1 hours] in total, then the Charges in respect of that period shall be calculated as if the personnel of the Provider did spend such amount of time performing the Services during that period.

Payments

10.1 The Provider shall issue invoices for the Charges to the Customer on dates for invoicing.

10.2 The Customer must pay the Charges to the Provider within the period of 30 days following the issue of an invoice in accordance with this Clause 10 OR the receipt of an invoice issued in accordance with this Clause 10.

10.3 The Customer must pay the Charges by debit card, credit card, direct debit, bank transfer (using such payment details as are notified by the Provider to the Customer from time to time).

10.4 If the Customer does not pay any amount properly due to the Provider under these Terms and Conditions, the Provider may charge the Customer interest on the overdue amount at the rate of 2% per annum above the Bank of England base rate from time to time (which interest will accrue daily until the date of actual payment and be compounded at the end of each calendar month). The Provider acknowledges and agrees that it shall have no right to claim interest or statutory compensation under the Late Payment of Commercial Debts (Interest) Act 1998, and that its contractual rights under this Clause 10.4 constitute a substantial remedy within the meaning of that Act.

Confidentiality obligations

11.1 The Provider must:(a) keep the Customer Confidential Information strictly confidential;(b) not disclose the Customer Confidential Information to any person without the Customer’s prior written consent, and then only under conditions of confidentiality approved in writing by the Customer.(c) use the same degree of care to protect the confidentiality of the Customer Confidential Information as the Provider uses to protect the Provider’s own confidential information of a similar nature, being at least a reasonable degree of care;(d) act in good faith at all times in relation to the Customer Confidential Information; and(e) not use any of the Customer Confidential Information for any purpose other than contacting them.

11.2 The Customer must:(a) keep the Provider Confidential Information strictly confidential;(b) not disclose the Provider Confidential Information to any person without the Provider’s prior written consent, and then only under conditions of confidentiality approved in writing by the Provider.(c) use the same degree of care to protect the confidentiality of the Provider Confidential Information as the Customer uses to protect the Customer’s own confidential information of a similar nature, being at least a reasonable degree of care;(d) act in good faith at all times in relation to the Provider Confidential Information; and(e) not use any of the Provider Confidential Information for any purpose other than contacting them.

11.3 Notwithstanding Clauses 11.1 and 11.2, a party’s Confidential Information may be disclosed by the other party to that other party’s officers, employees, professional advisers, insurers, agents and subcontractors who have a need to access the Confidential Information that is disclosed for the performance of their work with respect to the Contract and who are bound by a written agreement or professional obligation to protect the confidentiality of the Confidential Information that is disclosed.

11.4 No obligations are imposed by this Clause 11 with respect to a party’s Confidential Information if that Confidential Information:(a) is known to the other party before disclosure under these Terms and Conditions and is not subject to any other obligation of confidentiality;(b) is or becomes publicly known through no act or default of the other party; or(c) is obtained by the other party from a third party in circumstances where the other party has no reason to believe that there has been a breach of an obligation of confidentiality.

11.5 The restrictions in this Clause 11 do not apply to the extent that any Confidential Information is required to be disclosed by any law or regulation, by any judicial or governmental order or request, or pursuant to disclosure requirements relating to the listing of the stock of either party on any recognised stock exchange.

11.6 Upon the termination of the Contract, each party must immediately cease to use the other party’s Confidential Information.

11.7 Following the date of effective termination of the Contract, Within 5 Business Days following the date of effective termination of the Contract, the relevant party must:(a) irreversibly delete from its media and computer systems all copies of the other party’s Confidential Information[ (and ensure that the other party’s Confidential Information is irreversibly deleted from the media and computer systems of all persons to whom the relevant party has directly or indirectly disclosed that Confidential Information);(b) ensure that no other copies of the other party’s Confidential Information remain in the relevant party’s possession or control[ (or the possession of control of any person to whom the relevant party has directly or indirectly disclosed the other party’s Confidential Information);(c) certify in writing to the other party that it has complied with the requirements of this Clause 11.7, subject in each case to any obligations that the relevant party has under the Contract to supply or make available to the other party any data or information, and providing that the relevant party shall have no obligation under this Clause 11.7 to delete or to cease to possess or control any of the other party’s Confidential Information to the extent that the relevant party is required by applicable law to retain that Confidential Information.

11.8 The provisions of this Clause 11 shall continue in force indefinitely following the termination of the Contract.

Data protection

12.1 Each party shall comply with the Data Protection Laws with respect to the processing of the Customer Personal Data.

12.2 The Customer warrants to the Provider that it has the legal right to disclose all Personal Data that it does in fact disclose to the Provider under or in connection with the Contract.

12.4 The Provider shall only process the Customer Personal Data during the Term and for not more than 30 days following the end of the Term, subject to the other provisions of this Clause 12.

12.5 The Provider shall only process the Customer Personal Data on the documented instructions of the Customer (including with regard to transfers of the Customer Personal Data to a third country under the Data Protection Laws), as set out in these Terms and Conditions or any other document agreed by the parties in writing

12.6 The Customer hereby authorises the Provider to make the following transfers of Customer Personal Data:(a) Provider may transfer the Customer Personal Data internally to its own employees, subcontractors, offices and facilities in providing that such transfers must be protected by appropriate safeguards.(b) the Provider may transfer the Customer Personal Data to its third party processors in the jurisdictions identified elsewhere in this Clause 12 and may permit its third party processors to make such transfers, providing that such transfers must be protected by any appropriate safeguards identified therein;(c) the Provider may transfer the Customer Personal Data to a country, a territory or sector to the extent that the competent data protection authorities have decided that the country, territory or sector ensures an adequate level of protection for Personal Data;(d) the Provider may transfer the Customer Personal Data from the UK to the EEA[, and may permit its third party processors to do so,] in any period during which EEA states are not treated as third countries under the UK GDPR or during which EEA states benefit from adequacy regulations under the UK GDPR; and(e) the Provider may transfer the Customer Personal Data from the EEA to the UK, and may permit its third party processors to do so, in any period during which the UK is not treated as a third country under the EU GDPR or during which the UK benefits from an adequacy decision under the EU GDPR.

12.7 The Provider shall promptly inform the Customer if, in the opinion of the Provider, an instruction of the Customer relating to the processing of the Customer Personal Data infringes the Data Protection Laws.

12.8 Notwithstanding any other provision of the Contract, the Provider may process the Customer Personal Data if and to the extent that the Provider is required to do so by applicable law. In such a case, the Provider shall inform the Customer of the legal requirement before processing, unless that law prohibits such information on important grounds of public interest.

12.9 The Provider shall ensure that persons authorised to process the Customer Personal Data have committed themselves to confidentiality or are under an appropriate statutory obligation of confidentiality.

12.10 The Provider and the Customershall each implement appropriate technical and organisational measures to ensure an appropriate level of security for the Customer Personal Data, including the measures specified in the information security policy of the Provider (as it may be updated by the Provider from time to time.

12.11 The Provider must not engage any third party to process the Customer Personal Data without the prior specific or general written authorisation of the Customer. In the case of a general written authorisation, the Provider shall inform the Customer at least 14 days in advance of any intended changes concerning the addition or replacement of any third party processor, and if the Customer objects to any such changes before their implementation, then the Provider must not implement the changes. The Provider shall ensure that each third party processor is subject to the same legal obligations as those imposed on the Provider by this Clause 12.

12.13 The Provider shall, insofar as possible and taking into account the nature of the processing, take appropriate technical and organisational measures to assist the Customer with the fulfilment of the Customer’s obligation to respond to requests exercising a data subject’s rights under the Data Protection Laws.

12.14 The Provider shall assist the Customer in ensuring compliance with the obligations relating to the security of processing of personal data, the notification of personal data breaches to the supervisory authority, the communication of personal data breaches to the data subject, data protection impact assessments and prior consultation in relation to high-risk processing under the Data Protection Laws. The Provider may charge the Customer at its standard time-based charging rates for any work performed by the Provider at the request of the Customer pursuant to this Clause 12.14.

12.15 The Provider must notify the Customer of any Personal Data breach affecting the Customer Personal Data without undue delay and, in any case, not later than 72 hours after the Provider becomes aware of the breach.12.16 The Provider shall make available to the Customer all information necessary to demonstrate the compliance of the Provider with its obligations under this Clause 12 and the Data Protection Laws. The Provider may charge the Customer at its standard time-based charging rates for any work performed by the Provider at the request of the Customer pursuant to this Clause

12.16, providing that no such charges shall be levied with respect to the completion by the Provider (at the reasonable request of the Customer, not more than once per calendar year) of the standard information security questionnaire of the Customer.

12.17 The Provider shall, at the choice of the Customer, delete or return all of the Customer Personal Data to the Customer after the provision of services relating to the processing, and shall delete existing copies save to the extent that applicable law requires storage of the relevant Personal Data.

12.18 The Provider shall allow for and contribute to audits, including inspections, conducted by the Customer or another auditor mandated by the Customer in respect of the compliance of the Provider’s processing of Customer Personal Data with the Data Protection Laws and this Clause 1.The Provider may charge the Customer at its standard time-based charging rates for any work performed by the Provider at the request of the Customer pursuant to this Clause 12.18, providing that no such charges shall be levied where the request to perform the work arises out of any breach by the Provider of the Contract or any security breach affecting the systems of the Provider.

12.19 If any changes or prospective changes to the Data Protection Laws result or will result in one or both parties not complying with the Data Protection Laws in relation to processing of Personal Data carried out under the Contract, then the parties shall use their best endeavours promptly to agree such variations to the Contract as may be necessary to remedy such non-compliance.

Warranties

13.1 The Provider shall provide the Services with reasonable skill and care.

13.2 The Provider warrants to the Customer that:(a) the Provider has the legal right and authority to enter into the Contract and to perform its obligations under these Terms and Conditions;(b) the Provider will comply with all applicable legal and regulatory requirements applying to the exercise of the Provider’s rights and the fulfilment of the Provider’s obligations under these Terms and Conditions; and(c) the Provider has or has access to all necessary know-how, expertise and experience to perform its obligations under these Terms and Conditions.

13.3 The Customer warrants to the Provider that it has the legal right and authority to enter into the Contract and to perform its obligations under these Terms and Conditions.

13.4 All of the parties’ warranties and representations in respect of the subject matter of the Contract are expressly set out in these Terms and Conditions. To the maximum extent permitted by applicable law, no other warranties or representations concerning the subject matter of the Contract will be implied into the Contract or any related contract.

Indemnities

14.1 The Provider shall indemnify and shall keep indemnified the Customer against any and all liabilities, damages, losses, costs and expenses (including legal expenses and amounts reasonably paid in settlement of legal claims) suffered or incurred by the Customer and arising directly or indirectly as a result of any breach by the Provider of these Terms and Conditions (a “Provider Indemnity Event“).

14.2 The Customer must:(a) upon becoming aware of an actual or potential Provider Indemnity Event, notify the Provider;(b) provide to the Provider all such assistance as may be reasonably requested by the Provider in relation to the Provider Indemnity Event;(c) allow the Provider the exclusive conduct of all disputes, proceedings, negotiations and settlements with third parties relating to the Provider Indemnity Event; and(d) not admit liability to any third party in connection with the Provider Indemnity Event or settle any disputes or proceedings involving a third party and relating to the Provider Indemnity Event without the prior written consent of the Provider, and the Provider’s obligation to indemnify the Customer under Clause 14.1 shall not apply unless the Customer complies with the requirements of this Clause 14.2.

14.3 The Customer shall indemnify and shall keep indemnified the Provider against any and all liabilities, damages, losses, costs and expenses (including legal expenses and amounts reasonably paid in settlement of legal claims) suffered or incurred by the Provider and arising directly or indirectly as a result of any breach by the Customer of these Terms and Conditions (a “Customer Indemnity Event“).

14.4 The Provider must:(a) upon becoming aware of an actual or potential Customer Indemnity Event, notify the Customer;(b) provide to the Customer all such assistance as may be reasonably requested by the Customer in relation to the Customer Indemnity Event;(c) allow the Customer the exclusive conduct of all disputes, proceedings, negotiations and settlements with third parties relating to the Customer Indemnity Event; and(d) not admit liability to any third party in connection with the Customer Indemnity Event or settle any disputes or proceedings involving a third party and relating to the Customer Indemnity Event without the prior written consent of the Customer,
without prejudice to the Customer’s obligations under Clause 14.3

14.5 The indemnity protection set out in this Clause 14 shall not be subject to the limitations and exclusions of liability set out in the Contract, except.

Limitations and exclusions of liability

15.1 Nothing in these Terms and Conditions will:(a) limit or exclude any liability for death or personal injury resulting from negligence;(b) limit or exclude any liability for fraud or fraudulent misrepresentation;(c) limit any liabilities in any way that is not permitted under applicable law; or(d) exclude any liabilities that may not be excluded under applicable law.

15.2 The limitations and exclusions of liability set out in this Clause 15 and elsewhere in these Terms and Conditions:(a) are subject to Clause

15.1; and(b) govern all liabilities arising under these Terms and Conditions or relating to the subject matter of these Terms and Conditions, including liabilities arising in contract, in tort (including negligence) and for breach of statutory duty, except to the extent expressly provided otherwise in these Terms and Conditions.

15.3 The Provider shall not be liable to the Customer in respect of any losses arising out of a Force Majeure Event.

15.4 The Provider shall not be liable to the Customer in respect of any loss of profits or anticipated savings.

15.5 The Provider shall not be liable to the Customer in respect of any loss of revenue or income.

15.6 The Provider shall not be liable to the Customer in respect of any loss of use or production.

15.7 The Provider shall not be liable to the Customer in respect of any loss of business, contracts or opportunities.

15.8 The Provider shall not be liable to the Customer in respect of any loss or corruption of any data, database or software.

15.9 The Provider shall not be liable to the Customer in respect of any special, indirect or consequential loss or damage.

Force Majeure Event

16.1 If a Force Majeure Event gives rise to a failure or delay in either party performing any obligation under the Contract (other than any obligation to make a payment), that obligation will be suspended for the duration of the Force Majeure Event.

16.2 A party that becomes aware of a Force Majeure Event which gives rise to, or which is likely to give rise to, any failure or delay in that party performing any obligation under the Contract, must:(a) promptly notify the other; and(b) inform the other of the period for which it is estimated that such failure or delay will continue.

16.3 A party whose performance of its obligations under the Contract is affected by a Force Majeure Event must take reasonable steps to mitigate the effects of the Force Majeure Event.

Termination

17.1 Either party may terminate the Contract by giving to the other party not less than 30 days’ written notice of termination.

17.2 Either party may terminate the Contract immediately by giving written notice of termination to the other party if:(a) the other party commits any material breach of the Contract, and the breach is not remediable;(b) the other party commits a material breach of the Contract, and the breach is remediable but the other party fails to remedy the breach within the period of 30 days following the giving of a written notice to the other party requiring the breach to be remedied; or(c) the other party persistently breaches the Contract (irrespective of whether such breaches collectively constitute a material breach).

17.3 Subject to applicable law, either party may terminate the Contract immediately by giving written notice of termination to the other party if:(a) the other party:(i) is dissolved;(ii) ceases to conduct all (or substantially all) of its business;(iii) is or becomes unable to pay its debts as they fall due;(iv) is or becomes insolvent or is declared insolvent; or(v) convenes a meeting or makes or proposes to make any arrangement or composition with its creditors;(b) an administrator, administrative receiver, liquidator, receiver, trustee, manager or similar is appointed over any of the assets of the other party;(c) an order is made for the winding up of the other party, or the other party passes a resolution for its winding up (other than for the purpose of a solvent company reorganisation where the resulting entity will assume all the obligations of the other party under the Contract); or(d) if that other party is an individual:(i) that other party dies;(ii) as a result of illness or incapacity, that other party becomes incapable of managing his or her own affairs; or(iii) that other party is the subject of a bankruptcy petition or order.

17.4 The Provider may terminate the Contract immediately by giving written notice to the Customer if:(a) any amount due to be paid by the Customer to the Provider under the Contract is unpaid by the due date and remains unpaid upon the date that that written notice of termination is given; and(b) the Provider has given to the Customer at least 30 days’ written notice, following the failure to pay, of its intention to terminate the Contract in accordance with this Clause 17.4.

17.5 The rights of termination set out in the Contract shall not exclude any rights of termination available at law.

Effects of termination

18.1 Upon the termination of the Contract, all of the provisions of these Terms and Conditions shall cease to have effect, save that the following provisions of these Terms and Conditions shall survive and continue to have effect (in accordance with their express terms or otherwise indefinitely): Clauses 1, 8, 9, 10.2, 10.4, 11, 12, 14, 15, 18, 21, 22, 23, 24, 25, 26, 27 and 28.

18.2 Except to the extent expressly provided otherwise in these Terms and Conditions, the termination of the Contract shall not affect the accrued rights of either party.

18.3 Within 30 days following the termination of the Contract for any reason:(a) the Customer must pay to the Provider any Charges in respect of Services provided to the Customer before the termination of the Contract; and(b) the Provider must refund to the Customer any Charges paid by the Customer to the Provider in respect of Services that were to be provided to the Customer after the termination of the Contract, without prejudice to the parties’ other legal rights.(c) if the customer wants the website transferred to another hosting service, there will be a charge of £150 to transfer the website over.

Notices

19.1 Any notice given under these Terms and Conditions must be in writing, whether or not described as “written notice” in these Terms and Conditions.

19.2 Any notice from one party to the other party under these Terms and Conditions must be given by one of the following methods (using the relevant contact details set out in Section 5 of the Statement of Work):(a) sent by email, in which case, providing that the sender retains evidence of such sending, the notice shall be deemed to be received upon sending. Providing that, if the stated time of deemed receipt is not within Business Hours, then the time of deemed receipt shall be when Business Hours next begin after the stated time.

19.3 The addressee and contact details set out in Section 5 of the Statement of Work may be updated from time to time by a party giving written notice of the update to the other party in accordance with this Clause 19.

Subcontracting

20.1 Subject to any express restrictions elsewhere in these Terms and Conditions, the Provider may subcontract any of its obligations under the Contract,20.2 The Provider shall remain responsible to the Customer for the performance of any subcontracted obligations.

Assignment

21.1 The Customer hereby agrees that the Provider may assign, transfer or otherwise deal with the Provider’s contractual rights and obligations under these Terms and Conditions providing that the Provider may assign the entirety of its rights and obligations under these Terms and Conditions to any Affiliate of the Provider or to any successor to all or a substantial part of the business of the Provider from time to time.

21.2 The Provider hereby agrees that the Customer may assign, transfer or otherwise deal with the Customer’s contractual rights and obligations] under these Terms and Conditions, providing that the Customer may assign the entirety of its rights and obligations under these Terms and Conditions to any Affiliate of the Customer or to any successor to all or a substantial part of the business of the Customer from time to time.

No waivers

22.1 No breach of any provision of the Contract will be waived except with the express written consent of the party not in breach.

22.2 No waiver of any breach of any provision of the Contract shall be construed as a further or continuing waiver of any other breach of that provision or any breach of any other provision of the Contract.

Severability

23.1 If a provision of these Terms and Conditions is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions will continue in effect.

23.2 If any unlawful and/or unenforceable provision of these Terms and Conditions would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect.

Third party rights

24.1 The Contract is for the benefit of the parties and is not intended to benefit or be enforceable by any third party.

24.2 The exercise of the parties’ rights under the Contract is not subject to the consent of any third party.

Variation

25.1 The Contract may not be varied except by means of a written document signed by or on behalf of each party.

Entire agreement

26.1 The main body of these Terms and Conditions, the Schedules and the Statement of Work shall constitute the entire agreement between the parties in relation to the subject matter of the Contract, and shall supersede all previous agreements, arrangements and understandings between the parties in respect of that subject matter.

26.2 Neither party will have any remedy in respect of any misrepresentation (whether written or oral) made to it upon which it relied in entering into the Contract.

26.3 The provisions of this Clause 26 are subject to Clause 15.1.

Law and jurisdiction

27.1 These Terms and Conditions shall be governed by and construed in accordance with English law.

27.2 Any disputes relating to the Contract shall be subject to the jurisdiction of the courts of England.

Interpretation

28.1 In these Terms and Conditions, a reference to a statute or statutory provision includes a reference to:(a) that statute or statutory provision as modified, consolidated and/or re-enacted from time to time; and(b) any subordinate legislation made under that statute or statutory provision.2

8.2 The Clause headings do not affect the interpretation of these Terms and Conditions.

28.3 References in these Terms and Conditions to “calendar months” are to [the 12 named periods (January, February and so on) into which a year is divided].

28.4 In these Terms and Conditions, general words shall not be given a restrictive interpretation by reason of being preceded or followed by words indicating a particular class of acts, matters or things.

SCHEDULE 1 (MAINTENANCE SLA)

Introduction

1.1 This Schedule 1 sets out the service levels applicable to the Maintenance Services.

Updates

2.1 The Provider shall give to the Customer at least 10 Business Days’ prior written notice of the Release of an Update by the Provider.

2.2 The Provider shall, within the period of [20 Business Days following the relevant Release], apply each Update to the Maintained Software[ unless the Customer gives to the Provider prior written notice that the Provider should not apply the Update to the Maintained Software].

2.3 If, as a consequence of any request, act or omission of the Customer an Update that has been Released is not applied to the Maintained Software within the period of 40 Business Days following such Release.

Upgrades

3.1 The Provider shall keep the Customer reasonably informed during the Term of the plans for the release of Upgrades by the Provider; however, except to the extent that the parties agree otherwise in writing, the Provider shall have no obligation to release Upgrades with features requested by the Customer or to take into account the opinions of the Customer in relation to its plans for the release of Upgrades.

3.2 The Provider shall produce Upgrades to the Maintained Software once a month during the Term, and shall make such Upgrades available to the Customer in accordance with the provisions of this Schedule 1.

3.3 The Provider shall give to the Customer at least 10 Business Days’ prior written notice of the Release of an Upgrade by the Provider.

3.4 The Provider shall, within the period of 10 Business Days following the relevant Release, provide to the Customer a copy of each Upgrade by means of a secure online file distribution system, together with written instructions sufficient to enable a reasonably skilled systems administrator to apply the relevant Upgrade to the Maintained Software.3.5 If, as a consequence of any request, act or omission of the Customer, an Upgrade that has been Released is not applied to the Maintained Software within the period of 40 Business Days following such Release.

SCHEDULE 2 (SUPPORT SLA)

Introduction

1.1 This Schedule 2 sets out the service levels applicable to the Support Services.

Support

2.1 The Provider shall make available to the Customer a support email contact [email protected]

2.2 The Customer may use the email support for the purposes of requesting and, where applicable, receiving the Support Services.

2.3 The Provider shall ensure that the email is operational and adequately staffed during Business Hours during the Term.

2.5 The Customer shall ensure that all requests for Support Services that it may make from time to time shall be made through the support email.

Response and resolution

3.1 Issues raised through the Support Services shall be categorised as follows:(a) critical: the Supported Website is inoperable or a core function of the Supported Website is unavailable;(b) serious: a core function of the Supported Website is significantly impaired;(c) moderate: a core function of the Supported Website is impaired, where the impairment does not constitute a serious issue; or a non-core function of the Supported Website is significantly impaired; and(d) minor: any impairment of the Supported Website not falling into the above categories; and any cosmetic issue affecting the Supported Website; the addition of content to the Supported Website; and any minor layout or design changes to the Supported Website.

3.2 The Provider shall determine, acting reasonably, into which severity category an issue falls.

3.3 The Provider shall use all reasonable endeavours to respond to requests for Support Services promptly, and in any case in accordance with the following time periods:(a) critical: 3 Business Hour;(b) serious: 4 Business Hours;(c) moderate: 1 Business Day; and(d) minor: 5 Business Days.

3.4 The Provider shall ensure that its response to a request for Support Services shall include the following information (to the extent such information is relevant to the request): an acknowledgement of receipt of the request, where practicable an initial diagnosis in relation to any reported error, and an anticipated timetable for action in relation to the request.

3.5 The Provider shall use all reasonable endeavours to resolve issues raised through the Support Services promptly, and in any case in accordance with the following time periods:(a) critical: 3 Business Hours;(b) serious: 8 Business Hours;(c) moderate: 4 Business Days; and(d) minor: 10 Business Days.

Provision of Support Services

4.1 The Support Services shall be provided remotely, save to the extent that the parties agree otherwise in writing.

Limitations on Support Services

5.1 If the total hours spent by the personnel of the Provider performing the Support Services during any calendar month exceed 1 hour
then:(a) the Provider will cease to have an obligation to provide Support Services to the Customer during the remainder of that period; and(b) the Provider may agree to provide Support Services to the Customer during the remainder of that period, but the provision of those Support Services will be subject to additional Charges.

5.2 The Provider shall have no obligation to provide Support Services in respect of any issue caused by:(a) the improper use of the Supported Website by the Customer; or(b) any alteration to the Supported Website made without the prior consent of the Provider.Our detailsYou can contact us:(a) by post, to 20-22 Wedlock Road · London, N1 7GU · United Kingdom ;(c) by telephone, on +44 (0)1271 815128(d) by email [email protected]

Hosting & Maintenance VIP Package – £97/month

Keep your website secure, updated, and running smoothly with our VIP Hosting & Maintenance Package.

✔️ Daily website backups for peace of mind ✔️ Monthly updates for plugins, themes, and WordPress ✔️ Malware scans to protect your site ✔️ Speed optimisation for a fast, seamless experience ✔️ Bonus 1: VIP members area where each month we add templates, ebooks, lead magnets, guides etc. Bonus 2: A Self-Care Ebook & Workbook to help you stay balanced while growing your business.

If you want to host your own website and emails plus manage your website and do all the updates then we can transfer your website over to your own hosting for a fee of £150 plus you will need to purchase the DIVI theme license yourself as we only supply the license to clients we host. See our Website Design Terms & Conditions here.

Data protection registration

We are registered as a data controller with the UK Information Commissioner’s Office.

Our data protection registration number is ZA373034

Representative within the European UnionOur representative within the European Union with respect to our obligations under data protection law is Kathy Rustell and you can contact our representative
here. Data protection officer is Kathy Rustell. Our data protection officer’s contact details [email protected]