Guarantee and Aftercare

Last updated: 20 September 2025

We stand behind our web projects with clear, fair terms. This page explains what is covered, how long coverage lasts, and what is not covered. It is designed to keep fixes fast and predictable while protecting both sides. Nothing here affects your statutory rights.

1) What our guarantee covers

  • Build defects after launch – bugs or errors in the work we delivered that prevent normal use of the agreed features on supported browsers. We fix these free of charge for 30 days from launch.
  • Speed and Core Web Vitals work – we show a before and after snapshot at handover. If metrics drop back within 14 days without external changes, we will retune once to restore the demonstrated result where reasonably possible.
  • Local SEO setup – we correct any mistakes in listings we created for 30 days. Rankings are not guaranteed because they depend on competition and algorithms.
  • Forms, payments, and tracking – if an agreed integration we implemented fails due to our configuration within 30 days, we correct it.
  • Care plan clients – while your plan is active we include ongoing updates, security hardening, backups, and small fixes within plan scope. Issues caused by our updates are corrected at no extra charge.

2) What is not covered

  • Third party changes and outages such as hosting incidents, domain or DNS issues, plugin or theme vendor updates, Google algorithm updates, Google Business Profile changes, or API limits from external services.
  • Client or third party edits including installing new plugins, custom code, theme changes, content or settings that alter or remove our configuration without our review.
  • Scope changes or new features that were not included in the approved proposal.
  • Content accuracy after approval. We correct typos we introduced for 7 days, otherwise content changes are chargeable.
  • Security incidents. We apply good practice to reduce risk but no system can be guaranteed secure. If you are on a care plan we follow our incident response and restoration process.
  • Browser or device support outside our supported list. We support the current versions of Chrome, Safari, Edge, and Firefox on modern devices unless otherwise agreed.

3) How long coverage lasts

  • Build defects: 30 days from launch.
  • Speed and CWV retune window: 14 days from handover.
  • Local SEO listing corrections: 30 days from setup.
  • Integrations we configured: 30 days from handover for configuration faults.
  • Care plan: continuous while active according to the plan description.
  • Goodwill remote check: one short remote session within 7 days if a quick tweak will help.

4) What we need from you

  • Report issues within the time frames above. Include your site URL, the page affected, steps to reproduce, and screenshots or a short screen recording if possible.
  • Do not install new plugins or change code until we assess the issue. Keep admin access and hosting access available so we can diagnose.
  • Use staging for significant changes. If you are on a care plan we provide a staging site.

5) Remedies

If our service fell below reasonable care and skill, we will provide repeat performance or a fair price reduction. Our total liability for a job is limited to the amount you paid for that job. We are not liable for indirect or consequential losses. This does not limit liability for death or personal injury caused by negligence.

6) Aftercare and maintenance

  • Handover notes with logins you provided back to you, what we changed, and how to request edits.
  • Care plan options for updates, backups, monitoring, uptime alerts, security, and small monthly improvements.
  • Performance and SEO checks at agreed intervals on care plans, with simple reports.

7) How to make a guarantee claim

Use the Contact page or email [email protected] with your business name, website URL, launch date, and a short description of the problem. We aim to respond within two working days. If we cannot reproduce the issue or it is outside scope, we will explain options and any costs before work continues.

8) Your statutory rights

This guarantee is in addition to your rights under the Consumer Rights Act and any other applicable law. You always retain those rights.