Terms and Conditions of Service

1. Who We Are

Web911 (“we,” “our,” “us”) provides website repair, maintenance, development, and related digital services.
We operate as a sole trader based in the United Kingdom.
Email: support@web911.com
Website: https://web911.com

2. Acceptance of Terms

By purchasing or using our services, you agree to be bound by these Terms of Service.
If you do not agree with these terms, you should not use our services.

3. Scope of Services

We provide:

Emergency website repair and recovery
Routine site health checks (daily, weekly, or monthly)
Full website audits
Downtime monitoring and response
Commissioned website development and consulting

Details, pricing, and deliverables for each service are outlined on our website or agreed in writing before work begins.

4. Service Availability

We aim to deliver services promptly, but response and completion times may vary depending on issue complexity, client communication, and third-party dependencies (such as hosting providers or plugin developers).
We cannot guarantee uninterrupted availability or completion within a fixed timeframe unless specifically agreed in writing.

5. Payments

Payments are processed securely through Stripe.
We accept USD, GBP, and EUR.
Payment must be made in full before any work begins unless otherwise agreed.
For subscription services (such as routine site health checks), recurring payments will continue until canceled by the client via their Stripe account or by contacting us in writing.

6. “No Fix, No Fee” Guarantee

If we are unable to diagnose or resolve your website issue, you will not be charged for that service.
This guarantee does not apply if:

You withhold required access or information.
The issue lies outside your website (for example, hosting, domain, DNS, or third-party outages).
You request work beyond the originally agreed scope.

7. Client Responsibilities

You agree to:

Provide complete and accurate access credentials as requested.
Maintain up-to-date backups of your website and databases before any work begins.
Ensure you have the legal rights to all materials you provide (such as content, code, images, or data).

We are not responsible for loss or corruption of data if adequate backups were not in place.

8. Limitation of Liability

To the fullest extent permitted by law:

We are not liable for any indirect, incidental, or consequential losses, including loss of profits, revenue, data, or goodwill.
Our total liability under any contract shall not exceed the amount you paid for the specific service in question.
We are not responsible for failures caused by third-party services, hosting providers, software bugs, or security vulnerabilities in third-party code.
We make no guarantee that any repaired or developed website will remain error-free, secure, or uninterrupted after completion.
Advice provided is for general guidance only and is not guaranteed to produce specific commercial or technical results.

9. Warranties and Disclaimers

All services are provided “as is” and “as available.”
We do not warrant that any website we work on will be free from defects or future issues.
You acknowledge that web technologies evolve quickly and that updates, plugins, and integrations may introduce new risks beyond our control.

10. Cancellations and Refunds

For hourly or fixed-price work, refunds are not typically provided once work has begun.
For subscription services, you may cancel anytime before your next billing date.
If a subscription period has started, no partial refunds will be given for unused time.

11. Intellectual Property

You retain ownership of your website and all original materials you provide.
Any custom code or deliverables we create specifically for you become your property once full payment has been received, unless otherwise stated in writing.
We reserve the right to reuse general code snippets, frameworks, or non-client-specific tools developed during our work.

12. Confidentiality

We treat all access credentials, business information, and website data as strictly confidential and will never share or disclose them except as required by law.

13. Data Protection

We comply with applicable data protection and privacy laws, including the UK General Data Protection Regulation (UK GDPR).
Please refer to our Privacy Policy for details on how we collect, store, and use personal data.

14. Termination

We reserve the right to suspend or terminate services immediately if:

You breach these Terms.
Your payment is not received or is reversed.
Your website is used for unlawful or malicious activity.

Termination does not remove your obligation to pay for any work already completed.

15. Force Majeure

We are not responsible for delays or failures caused by circumstances beyond our reasonable control, including natural disasters, power outages, war, or internet disruptions.

16. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales.
Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Changes to These Terms

We may update these Terms from time to time. The revised version will be posted on this page with the new effective date. Continued use of our services after changes are posted constitutes acceptance of the updated Terms.