Terms of Service

1. About us

Exist Online Ltd (company number 17085581) is a limited company registered in England and Wales. Our registered office is at 122 Burleigh Avenue, Wigston, LE18 1FL.

In these terms, “we”, “us” and “our” refer to Exist Online Ltd. “You” or “the client” refers to the individual or business ordering a website or add-on from us.

To place an order you must be at least 18 years old and have the authority to enter into a contract on behalf of the business being represented.

You can contact us by email at hello@existonline.co.uk or WhatsApp at 0116 444 0025.

2. Packages & pricing

We build websites at three fixed-price tiers. Prices are in pounds sterling and inclusive of VAT where applicable.

What every package includes

• 12 months of free domain registration (where the first-year registration fee does not exceed £15) and 12 months of professional email on that domain.
• 3 months of free hosting on our infrastructure.
• SSL certificate and basic performance optimisation (PageSpeed target 95+).
• Standard delivery within the published timeframe — see section 6.

Add-ons (optional)

After the first three months

Once your free hosting period ends, you can choose one of the following:

• Basic Secure Hosting — £10/month. Hosting, SSL and weekly backups. No content changes included.
• Care Plan — £29/month. Everything in Basic Hosting, plus domain renewal, professional email, priority support and up to 2 minor content updates per month (each under 30 minutes).
• Take your site elsewhere. We’ll hand over your files and transfer your domain at no cost. See section 8.

Both plans are monthly rolling subscriptions — no minimum term. You can cancel at any time from your Stripe customer portal or by emailing us.

3. Payment

How we take payment

All payments are processed through Stripe. We do not store your card details directly.

You pay the full price of your package and any add-ons before we begin building. Work commences within 2 working days of us receiving both payment and the completed onboarding form (whichever is later).

Accepted payment methods

At checkout you can pay by:

• Any major UK debit or credit card (Visa, Mastercard, American Express).
• Apple Pay or Google Pay.
• Revolut Pay.
• Klarna Pay in 3 — a third-party buy-now-pay-later option that lets you split the total into 3 interest-free instalments, paid to Klarna on their schedule.

Care Plan and Basic Hosting billing

Monthly plans are billed by Stripe on a recurring subscription. Your first payment is taken on the day you subscribe and renews on the same date each month. Cancellation takes effect at the end of the current billing period — you keep access until that period ends.

Add-on payments

Add-ons are one-off charges. They can be bought at order time or separately afterwards, and are non-recurring.

Failed payments

If a Care Plan or Basic Hosting subscription payment fails, Stripe will automatically retry. If payment remains outstanding for more than 14 days past its due date, we may suspend the associated hosting and email until the balance is settled. We will always notify you by email before suspending any service.

4. Scope, revisions & review

Agreed scope

The “agreed scope” of your project is defined exclusively by:

• The package tier you selected (Starter, Growth or Pro) and its listed features in section 2.
• Any paid add-ons.
• The delivery speed you chose (Standard, Express or Rush).
• The content and requirements you provide through the onboarding form.

Anything outside this is out of scope and requires a separate quote. That includes, but is not limited to: features beyond the tier’s listed feature set, additional pages beyond the page count included in your tier (Starter and Growth are single-page; Pro is up to 5 pages), third-party integrations we did not agree to before work started, bespoke development work, and guarantees of business outcomes such as sales, leads or search rankings.

Revision rounds

Each package includes a fixed number of revision rounds. A “round” is one consolidated set of feedback submitted at once, not individual changes sent separately. Feedback must relate to the agreed scope. Out-of-scope requests require a separate quote.

Additional revision rounds can be purchased at £49 per round.

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. If we don’t hear from you within 5 working days, the site is treated as approved and we will publish it.

5. Cancellations & refunds

Cancellation before work begins

If you cancel your order before we have started building your website, you will receive a full refund of all payments made. Work typically commences within 2 working days of us receiving both payment and your onboarding information.

Cancellation after work has begun

If you wish to cancel after we have started, refunds are assessed case-by-case:

• Less than 50% complete — possible partial refund, minus the cost of work already performed.
• 50% or more complete — no refund, but the site will be delivered to you as-is and handed over per section 8.
• Delivered add-on services (Pro Brand & Graphic Kit, Local Directory Blast, Complete Launch Bundle) are non-refundable once the asset or submission has been produced and sent.

Scope-failure refunds

If we cannot deliver the agreed scope after all included revision rounds are exhausted, you are entitled to a full refund of the package price.

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 used at checkout. Where Klarna was used, refunds are returned via Klarna and may take a further 1–3 business days to appear on your statement.

When refunds do not apply

Refunds are unavailable where:

• The agreed scope has been delivered and approved (including automatic approval per section 4).
• You change your mind after work has begun and the work itself is not at fault.
• Subjective design preferences exceed the revision rounds included in your package and you decline to purchase additional rounds.
• You have delayed the project through slow content or feedback provision.
• You request features that are out of the agreed scope.
• You have not completed the onboarding form within 28 days of ordering.
• You have initiated a chargeback or payment dispute without first contacting us — see below.

Chargebacks & 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, card issuer or Klarna. Post-delivery chargebacks may result in suspension of the website, withholding of domain transfers, and pursuit of the outstanding balance.

Express & Rush delivery refunds

Expedited delivery fees (Express £49 or Rush £99) become non-refundable once work commences. If we fail to meet the expedited deadline through our own fault, we will refund the Express or Rush fee only — the package itself remains chargeable and will be delivered at the standard timeline.

6. Delivery timelines

Delivery timelines begin from the moment we have received both (a) payment in full — or Klarna’s payment to us at order time — and (b) all required information from you via the onboarding form.

Delays caused by slow provision of content, feedback or approvals on your side do not count against our delivery commitment and do not trigger an Express/Rush refund.

If we do not receive the information needed to build your website within 14 days of your order, the project will be paused and your delivery window reset to the date we receive what’s missing. After a further 14 days of no response (28 days total), we may proceed to build based on the information available, or treat the order as abandoned under section 5.

7. Your responsibilities

To let us deliver on time and on scope, you agree to:

• Complete the onboarding form accurately and within 14 days of ordering.
• Provide images, logos, text or other content you want included — or clearly tell us to create stand-in content on your behalf.
• Respond to review requests within the 5-working-day window (section 4).
• Provide access to any existing domain registrar, social accounts or tools we need to complete the work.
• Ensure you own, or have permission to use, any content you supply (text, images, logos, trading names). You indemnify us against third-party claims arising from content you provide.

8. Ownership & intellectual property

All website files, code and design assets we produce for you transfer to you as intellectual property once payment for your package has been received in full.

Once payment is complete:

• You own your website code, your design and your content outright.
• You can host it anywhere. There is no proprietary CMS, no lock-in and no licence fees.
• We will provide a full handover — source files, login credentials and a site export — within 7 working days of a written request.

Until a project is paid for and delivered, we retain ownership of work-in-progress files and may withhold handover if payment is overdue by more than 14 days. We will always give written notice and a reasonable opportunity to resolve before doing so.

We reserve the right to display your finished website in our own portfolio, case studies and marketing unless you ask us in writing not to.

9. Domains, hosting & email

Domains included with your package are registered in our Exist Online Ltd account and used on your behalf during your free hosting period. They can be transferred to your own registrar on request at any time, at no cost, and we will always transfer them within 7 working days of a written request.

For Care Plan subscribers, annual domain renewal and professional email hosting are included for as long as the subscription is active. If you cancel or let your Care Plan lapse, domain renewal reverts to a standard charge of £15 per year and email hosting is billed separately or transferred to a provider of your choice.

Basic Secure Hosting does not include domain renewal or email — those are priced separately.

10. Services we do not provide

To keep quality high, we don’t work outside our lane. We do not:

• Build on WordPress, Wix, Squarespace or other third-party builders. We use our own stack.
• Offer bespoke web applications, SaaS products or full custom e-commerce stores.
• Provide legal, financial, tax or regulatory advice.
• Guarantee search rankings, lead volume, conversion rates or business outcomes.
• Store credit card information ourselves — that is handled by Stripe.

11. Third-party services

To deliver your website we rely on third-party providers including but not limited to our hosting provider (Hostinger), domain registrar, Stripe (payment processing), Klarna (buy-now-pay-later at checkout), Revolut Pay, CDN and email providers, Google (Analytics and Business Profile), and Meta (Facebook Pixel for our own advertising only).

We are not liable for the actions, outages or failures of any third-party service provider that are beyond our reasonable control. Where an outage impacts an active Care Plan or Basic Hosting subscription for more than 48 consecutive hours and is not the result of your configuration, we will pro-rate the affected days from your next invoice.

12. Data protection

We process personal data in line with the UK GDPR and the Data Protection Act 2018. We collect only the information needed to deliver your website and operate the business: your name, email address, phone number and business details. We do not sell your data to third parties.

Payment data is handled by Stripe and, where applicable, Klarna or Revolut Pay — they are separate data controllers for those transactions.

For full details of what we collect, why, how long we hold it and how to exercise your rights, see our Privacy Policy.

13. Limitation of liability

Our total liability arising from or in connection with these terms shall not exceed the total amount you paid us for the service in question in the 12 months preceding the event giving rise to the claim.

We are not liable for loss of profit, loss of business, loss of data, loss of goodwill, or any indirect or consequential damages.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited by English law.

14. 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 — including but not limited to acts of God, fire, flood, severe weather, internet outages affecting a substantial part of the UK, cyberattacks, war, or government action. Delivery timelines are extended by the duration of the event.

15. Food bank commitment

£25 from every completed website we build is donated to Leicester South Foodbank. This is a voluntary commitment built into our pricing, not a contractual obligation to you. Projects that are refunded do not trigger a donation; projects that are abandoned without refund do.

16. Complaints & 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. We will always attempt an informal resolution before either side escalates to legal action.

17. Changes to these terms

We may update these terms from time to time. The “last updated” date at the top of this page reflects the most recent change. Material changes affecting active customers will be notified by email at least 14 days before taking effect. Continued use of our services after a change takes effect constitutes acceptance of the revised terms.

18. Governing law

These terms are governed by the laws of England and Wales. Any dispute arising from or connected with them is subject to the exclusive jurisdiction of the English courts.

19. Contact

Exist Online Ltd
Company No. 17085581 — registered in England and Wales
122 Burleigh Avenue, Wigston, LE18 1FL
Email: hello@existonline.co.uk
WhatsApp: 0116 444 0025