Legal
Terms of Service
Last updated: 23 March 2026
1. Who We Are
Exist Online Ltd (Company No. 17085581) is a company registered in England and Wales. Registered office: 122 Burleigh Avenue, Wigston, LE18 1FL. You can contact us at hello@existonline.co.uk or via WhatsApp on 0116 444 0025.
In these terms, “we”, “us”, and “our” refer to Exist Online Ltd. “You” and “your” refer to the client purchasing our services. You must be 18 years of age or over to purchase our services.
2. Our Services and Pricing
We design and build websites for tradespeople and small businesses across the UK. Our core packages are:
Starter: £349 one-off. Up to 3 pages. Mobile-responsive design, basic SEO, contact form. 1 round of revisions. Standard delivery: 5 working days.
Growth: £599 one-off. Up to 5 pages. Full SEO, local search optimisation, Google Business Profile readiness. 2 rounds of revisions. Standard delivery: 10 working days.
Pro: £899 one-off. Up to 10 pages. Online payments or booking integration, advanced features. 3 rounds of revisions. Standard delivery: 10 working days.
Care Plan: £29/month. Hosting, SSL, professional email, domain renewal, security updates, and minor content changes (up to 2 per month, each under 30 minutes of work). No minimum term. Cancel anytime.
Add-on services: Google Business Profile Setup (£49), Logo & Graphics Pack (£59), Social Media Starter Kit (£59), Digital Presence Pack (£139, all three bundled, saving £28). Express Delivery (+£49) and Rush Delivery (+£99) are available on all packages. Additional revision rounds are available at £49 per round.
All packages include 3 months of free hosting and one free domain registration, where the annual registration cost does not exceed £10 (typically .co.uk or similar standard extensions). Domain names with a registration cost exceeding £10 per year, premium domains, or domains that are already registered to a third party will be quoted separately before purchase. We will always confirm the domain and any additional cost with you before registering. We reserve the right to update our pricing at any time, but changes will not affect orders already placed and paid for.
3. How Payment Works
3.1 Pay in Full
You select a package and any add-ons on our website, and pay the full amount via Stripe before we begin work. All major debit and credit cards are accepted. The scope of your project is determined by the package tier and the information you provide in your onboarding form.
3.2 Payment Plan (3 Monthly Instalments)
We offer an interest-free payment plan on all website packages. The total cost is split into 3 monthly payments (Starter: £120×3, Growth: £205×3, Pro: £305×3), charged automatically to your card via Stripe. No credit check is required. No third-party lender is involved. The arrangement is directly between you and Exist Online Ltd.
The total price is the same whether you pay in full or by instalment.
If a scheduled payment fails, Stripe will retry automatically. If payment remains outstanding for more than 14 days past its due date, we reserve the right to suspend your website until the balance is settled (see Section 5).
3.3 Care Plan
The Care Plan is a monthly subscription billed via Stripe. There is no minimum term. You can cancel at any time. Upon cancellation, your hosting will remain active until the end of your current billing period. After that, you are responsible for arranging your own hosting. We will provide all files and access credentials needed for migration within 7 working days of your request.
3.4 Add-On Services
Add-on services are paid at the time of order alongside your package, or can be purchased separately at any time. All add-on payments are one-off and non-recurring.
4. Satisfaction Guarantee, Cancellations and Refunds
4.1 Definition of Agreed Scope
The “agreed scope” of your project is defined exclusively by the following:
• The package tier you selected and paid for (Starter, Growth, or Pro), including the specific features, page count, and revision rounds listed for that tier on our website at the time of purchase
• Any paid add-on services included in your order
• The delivery speed selected (Standard, Express, or Rush)
The agreed scope does not include:
• Features, pages, or functionality beyond what is listed in your chosen package tier
• Specific design outcomes, colour preferences, or subjective aesthetic choices beyond the options offered in the onboarding form
• Third-party integrations, platforms, or tools not explicitly listed in the package description
• Ongoing changes, updates, or additions after the project has been delivered and approved (these fall under the Care Plan or are quoted separately)
• Search engine rankings, traffic volumes, lead generation, or any specific business outcomes
If there is any ambiguity about what is included, the package description published on our website at the time of your purchase is the definitive reference.
4.2 Revision Rounds
Revisions are included per package: Starter: 1 round, Growth: 2 rounds, Pro: 3 rounds. A “round” means one consolidated set of feedback submitted at once, not individual changes sent separately. Feedback must relate to the agreed scope. Requests for features or changes outside the agreed scope do not count as revisions and will be quoted separately or require a package upgrade.
Our guarantee: If we cannot deliver the agreed scope (as defined above) after all included revision rounds are exhausted, you receive a full refund. This guarantee applies only to the deliverables listed in your chosen package tier. It does not extend to subjective preferences, business outcomes, or features outside the package.
4.3 The Review Window
When we deliver your website for review, you have 5 working days to check it against the agreed scope and submit your revision feedback. We will resolve any valid scope issues at no extra cost during the included revision rounds.
If you do not respond within 5 working days of delivery, the project is deemed approved and the website will be published as delivered. This applies whether you paid in full or by instalment. Once a project is deemed approved, it cannot be reversed.
4.4 Cancellation Before Work Begins
If you cancel your order before we have commenced building your website, you will receive a full refund of all payments made. We aim to begin work within 2 working days of receiving your order and onboarding information. Once work has commenced, this cancellation right no longer applies.
4.5 Cancellation After Work Has Begun
If you wish to cancel after we have started building your website, refunds will be assessed on a case-by-case basis at our discretion. As a guide:
• If less than 50% of the work has been completed, we may offer a partial refund minus the cost of work already undertaken
• If 50% or more of the work has been completed, no refund is available, but we will deliver the website in its current state
• Any add-on services already delivered (logo packs, GBP setup, social media kits) are non-refundable once delivered
4.6 Refunds for Scope Failure
If we fail to deliver the agreed scope after all included revision rounds are exhausted, you may request a full refund. Refund requests must be made in writing to hello@existonline.co.uk within 14 days of the final revision round being completed. Refunds are processed within 5 to 10 working days to the original payment method.
For payment plan clients: if we fail to deliver the agreed scope, we will refund everything paid so far and cancel remaining instalments. Once the project is deemed approved, all remaining scheduled instalments are confirmed and non-refundable.
4.7 When Refunds Do Not Apply
Refunds are not available in the following circumstances:
• The agreed scope has been delivered and approved (explicitly or by deemed approval after 5 working days)
• You change your mind about wanting a website after work has begun
• You have subjective design preferences that go beyond your included revision rounds (additional rounds are available at £49 each)
• Delays are caused by your failure to provide required content, feedback, or access credentials within a reasonable timeframe
• You request features, pages, or functionality outside the agreed package scope
• You fail to complete the onboarding form within 28 days of purchase (see Section 7)
• You initiate a chargeback or payment dispute with your bank or card issuer without first contacting us to resolve the issue
4.8 Chargebacks and Payment Disputes
If you have a concern about a payment, please contact us directly at hello@existonline.co.uk before raising a dispute with your bank or card issuer. We are committed to resolving payment issues promptly and fairly.
If a chargeback is initiated after a website has been delivered and approved, we reserve the right to suspend or remove the website, withhold domain transfer, and pursue the outstanding balance. We may also provide evidence of delivery and approval to your payment provider.
4.9 Express and Rush Delivery Refunds
Express and Rush delivery fees are non-refundable once we have commenced work on an expedited timeline. If we fail to meet the expedited delivery deadline through our own fault, we will refund the Express or Rush fee only (not the full package price). Standard delivery timelines will apply instead.
5. Ownership and Intellectual Property
Key point: All website files, code, and design assets remain the intellectual property of Exist Online Ltd until the final scheduled payment has been received in full. Upon receipt of final payment, full ownership and perpetual usage rights transfer to you.
5.1 Payment Plan Clients
If you are paying by instalment, your website will be built and can go live after your first payment clears. However, legal ownership of the website files does not transfer until your final instalment is received.
If any instalment payment remains outstanding for more than 14 days past its due date, we reserve the right to:
• Suspend the website (take it offline temporarily)
• Withhold domain transfer until the balance is settled
• Withhold source code files until the balance is settled
We will always contact you in writing before taking any of these steps and give you a reasonable opportunity to resolve the payment issue.
5.2 After Full Payment
Once all payments are received, you own everything: your website code, your design, your content. No lock-in. No proprietary CMS. If you decide to leave, we will provide a full handover of all files, domain transfer authorisation codes, and any credentials within 7 working days of your request.
5.3 Domain Names
Where we register a domain name on your behalf (included with every package as a standard domain), the domain is registered in our registrar account and managed by us. Upon full payment and upon request, we will transfer the domain to your own registrar account at no additional cost.
If you are on a Care Plan, domain renewal is included for the duration of your subscription. If you are not on a Care Plan, domain renewal is £15 per year. If you leave our services entirely, we will transfer the domain to you within 7 working days of your request.
6. Content and Website Copy
We source website content from the information you provide in your onboarding form, from your existing website (if applicable), or we create it on your behalf. You are not required to write your own website content, though you are welcome to provide your own copy if you prefer.
You confirm that any content, images, logos, or materials you provide to us are either owned by you, or you have the necessary rights and permissions to use them. You indemnify Exist Online Ltd against any claims arising from content you have provided that infringes the rights of any third party.
7. Delivery Timelines
Standard delivery times are: Starter: 5 working days, Growth: 10 working days, Pro: 10 working days. Express Delivery reduces these to: Starter: 48 hours, Growth/Pro: 5 working days. Rush Delivery reduces these to: Starter: 24 hours, Growth/Pro: 48 hours.
Delivery timelines begin from the date we receive both payment (or first instalment) and all required information from you via the onboarding form. Delays caused by late content provision or unresponsive feedback from the client do not constitute a breach of our delivery promise.
If we do not receive the information needed to build your website within 14 days of your order, the project will be paused. We will contact you to arrange a new start date. If no response is received after a further 14 days (28 days total), we reserve the right to consider the project complete based on available information.
8. Your Responsibilities
To deliver your website on time, we need you to:
• Complete the onboarding form with accurate business information
• Provide any images, logos, or specific content you want included
• Respond to review requests and revision feedback within 5 working days
• Provide domain access or DNS credentials if you own an existing domain
• Ensure all content you provide is your own or you have permission to use it
9. What We Do Not Do
• We do not build sites using WordPress, Wix, Squarespace, or any third-party website builder
• We do not provide legal, financial, or regulatory advice
• We do not guarantee specific search engine rankings or business results
• We do not store or process credit card information directly; all payments are handled securely by Stripe
• We do not offer bespoke web application development, e-commerce platforms, or custom software engineering
10. Third-Party Services
We may use third-party tools, services, and contractors to deliver our services. This includes (but is not limited to) hosting providers, domain registrars, payment processors (Stripe), and content delivery networks. We are not liable for the actions, outages, or failures of any third-party service provider beyond our reasonable control.
11. Data Protection
We collect and process personal data in accordance with UK data protection law, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. For full details of how we collect, use, store, and protect your personal data, please see our Privacy Policy.
In summary: we collect only the information needed to deliver your website (name, email, phone number, business details). We do not sell your data to third parties. Payment information is processed securely by Stripe and is never stored on our servers.
12. Limitation of Liability
To the maximum extent permitted by law, the total liability of Exist Online Ltd arising from or in connection with these terms shall not exceed the total amount you paid for the service in question.
We are not liable for any loss of profit, loss of business, loss of data, or any indirect or consequential loss arising from the use of our services.
Nothing in these terms limits or excludes our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded or limited by law.
13. Force Majeure
We shall not be liable for any failure or delay in performing our obligations where that failure or delay results from circumstances beyond our reasonable control. This includes (but is not limited to): natural disasters, pandemics, government actions, internet or hosting outages, power failures, cyberattacks, or failures of third-party service providers. In such cases, delivery timelines will be extended by a period equal to the duration of the disruption.
14. Food Bank Commitment
£25 from every website we build is donated to local food banks. This is a voluntary commitment built into our pricing and is not a contractual obligation to you. If a project is refunded, no donation is counted for that project.
15. Dispute Resolution
If you have a complaint about our services, please contact us in writing at hello@existonline.co.uk. We will acknowledge your complaint within 2 working days and aim to resolve it within 14 working days.
If we are unable to resolve the matter informally, either party may pursue legal action. However, both parties agree to attempt informal resolution before commencing court proceedings.
16. Changes to These Terms
We may update these terms from time to time. The “last updated” date at the top of this page will always reflect the latest version. If we make material changes that affect your existing agreement, we will notify you by email. Continued use of our services after changes are published constitutes acceptance of the updated terms.
17. Entire Agreement
These terms, together with any scope agreed through your chosen package tier and onboarding form, constitute the entire agreement between you and Exist Online Ltd. They supersede all prior discussions, representations, and agreements, whether written or verbal. No verbal promise or assurance made by any representative of Exist Online Ltd shall be binding unless confirmed in writing.
18. Governing Law
These terms are governed by the laws of England and Wales. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
19. Contact Us
If you have any questions about these terms, contact us: