Terms & Conditions

1. About These Terms

These Terms and Conditions (“Terms”) apply to services provided by CtrlAltComplete (“CtrlAltComplete”, “we”, “us” or “our”).

CtrlAltComplete is a UK-based web design and digital services business located at:

Office 1, Izabella House
24–26 Regent Place
City Centre
Birmingham
B1 3NJ

Email: enquiries@ctrlaltcomplete.co.uk
Telephone: 0121 794 3680

These Terms should be read alongside any quotation, proposal, order, service description or other written agreement provided to you.

Where a quotation, proposal or other written agreement contains terms that specifically differ from these general Terms, the specifically agreed written terms will take priority for that service.

2. Our Services

CtrlAltComplete provides web design and digital services which may include:

• Website design and development.
• Website redesign.
• Landing page design.
• Website transfers and migrations.
• Managed website hosting.
• Website care and maintenance.
• Website security audits and remediation.
• Website optimisation.
• One-off website support.
• Microsoft 365 and business email setup and support.
• Google Business Profile setup and management.
• Website performance reporting.
• Content and blog writing.
• Other related web and digital services agreed in writing.

The exact scope, deliverables, price and any service-specific conditions will be stated on the relevant quotation, proposal, service description or other written agreement.

Unless specifically included in writing, a service or feature should not be assumed to form part of the agreed work.

3. Quotations and Acceptance

Unless otherwise stated, quotations are valid for 30 days from the date issued.

A contract is formed when you accept our quotation or proposal, place an order for a service, make a required payment, or otherwise confirm in writing that you wish us to proceed.

By doing so, you agree to these Terms together with any service-specific terms contained in the quotation or proposal.

Prices are stated in pounds sterling (GBP).

Any applicable VAT or other taxes will be shown where required.

We may issue a revised quotation if:

• The requested scope changes.
• Additional functionality is requested.
• Previously undisclosed requirements become apparent.
• Third-party costs change before acceptance.
• Additional work becomes necessary that was not reasonably included within the original scope.

We will not undertake chargeable additional work without informing you where additional charges will apply.

4. Payment

Payment terms vary depending on the service purchased and will be stated on the relevant quotation, invoice, proposal or service description.

Website and larger project work may require an initial payment or deposit before work begins, with the remaining balance payable at an agreed project stage or before final launch/handover.

Smaller one-off services may require payment in full before work begins.

Recurring services may be billed monthly or annually in advance.

Invoices must be paid by the due date shown on the invoice.

We may delay commencement of work until any required initial payment has been received.

We may withhold final launch, handover, transfer or delivery of completed work until outstanding amounts relating to that work have been paid.

For qualifying business-to-business transactions, we reserve the right to claim statutory interest and applicable recovery costs on overdue commercial debts in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.

Where an invoice remains overdue, we may suspend ongoing services after providing reasonable notice where appropriate.

Suspension does not remove your obligation to pay amounts already due.

5. Project Timescales

Any completion date or timescale provided is an estimate unless we expressly agree otherwise in writing.

Typical full website projects may take approximately 1–4 weeks once all required information, content, access and approvals have been provided, although timescales vary according to project scope and complexity.

Other services may have different estimated completion times.

Timescales may be affected by:

• Delays in receiving content or information.
• Delayed customer feedback or approval.
• Changes to the agreed scope.
• Third-party services or providers.
• Technical issues outside our reasonable control.
• Additional work requested during the project.
• Unexpected complexity.

We will make reasonable efforts to communicate material delays.

6. Customer Responsibilities

You are responsible for providing information and cooperation reasonably required for us to perform the agreed services.

This may include:

• Text and written content.
• Images and videos.
• Logos and branding.
• Business information.
• Product or service information.
• Website access.
• Hosting or domain access.
• Microsoft or Google account access.
• Appropriate administrative permissions.
• Feedback and approvals.

You are responsible for ensuring that information supplied to us is accurate and that you have the necessary rights, licences and permissions to use any content you provide.

You must not provide material that is unlawful, defamatory, infringing, malicious or otherwise prohibited by applicable law.

We are not responsible for delays caused by your failure to provide required information, content, access, feedback or approval.

7. Project Inactivity and Customer Delays

If a project is delayed because required content, information, access, feedback or approval has not been provided, the original estimated completion date may no longer apply.

Where a project remains inactive for an extended period because we are awaiting information or action from you, we may place the project on hold.

Restarting a significantly delayed project may be subject to our current availability and a revised completion schedule.

Where requirements have materially changed during a prolonged delay, additional work may be quoted separately.

8. Website Design and Development

Website projects will be completed according to the scope agreed in writing.

The number and extent of design revisions included in a project will be determined by the applicable quotation, proposal or package.

Revisions must remain within the agreed project scope.

Requests that introduce new pages, functionality, integrations, substantial design changes or other requirements outside the agreed scope may be treated as additional work and quoted separately.

Unless otherwise agreed, the customer is responsible for supplying final written content, branding, images and other required material.

We may use temporary or placeholder material during development where final content has not yet been supplied.

A website will not normally be considered ready for final launch until agreed work is complete, required customer approval has been provided and applicable outstanding payments have been received.

9. Website Compatibility

We aim to create websites that function correctly on current mainstream browsers and common modern device sizes at the time of development.

We cannot guarantee identical appearance or functionality across every browser, operating system, device, screen size or future software version.

Support for obsolete or unsupported browsers or systems is not included unless specifically agreed.

10. Third-Party Software and Services

Our services may depend on products or services supplied by third parties.

These may include:

• WordPress.
• Plugins and themes.
• Hosting providers.
• Domain registrars.
• Microsoft 365.
• Google services.
• Analytics platforms.
• Email delivery services.
• Security services.
• Backup systems.
• APIs and external integrations.

Third-party services remain subject to the provider's own terms, availability, pricing, licensing and privacy practices.

Unless specifically agreed otherwise, CtrlAltComplete does not control third-party platforms and cannot guarantee that they will remain continuously available, unchanged or compatible.

A third-party provider may:

• Change its pricing.
• Change or remove functionality.
• Alter licensing requirements.
• Experience outages.
• Discontinue a product.
• Change technical requirements.

Where such a change materially affects a service we provide, we will make reasonable efforts to explain the available options.

Additional work required because of third-party changes may be chargeable where it falls outside the agreed service.

11. Third-Party Licences and Costs

Unless specifically stated as included, third-party subscriptions, licences, domains, Microsoft licences, premium plugins, external software and similar charges are not included in our service price.

Where customers purchase licences or subscriptions directly from a third-party provider, the agreement for that product is between the customer and that provider.

For Microsoft 365 and business email services, Microsoft licences are normally purchased and billed directly by Microsoft or the relevant authorised provider unless expressly agreed otherwise.

CtrlAltComplete's charges relate to the setup, configuration, support or management services we have agreed to provide.

12. Managed Hosting

Where managed hosting is purchased, the features and resources included will be those stated in the applicable hosting package or service description.

Hosting services depend on third-party infrastructure and internet connectivity.

While we aim to provide reliable hosting, uninterrupted or error-free availability cannot be guaranteed.

Maintenance, security events, infrastructure faults, third-party outages and circumstances outside our reasonable control may occasionally affect availability.

We may take reasonable action necessary to protect hosting infrastructure, websites or other customers from security threats, abuse or excessive resource usage.

We may suspend or restrict a hosted website where reasonably necessary because of:

• Serious security risks.
• Malware.
• Illegal content.
• Abuse.
• Material breach of these Terms.
• Persistent non-payment.

Where reasonably possible, we will provide notice before suspension unless immediate action is necessary to protect systems or users.

13. Website Care Plans and Ongoing Support

The exact features, maintenance frequency, support allowance and other benefits of a Website Care Plan are determined by the package purchased.

Support time included in a plan may only be used for work that falls within the scope of that plan.

Where a plan allows unused support time to roll over, rollover is subject to the conditions stated for that package.

Unless otherwise stated for the applicable package, rolled-over support time must be used within the relevant annual service period and does not accumulate indefinitely.

Unused support time:

• Has no cash value.
• Cannot be exchanged for a refund.
• Cannot normally be transferred to another customer.
• Expires when required under the applicable plan terms.

Work outside the scope or available support allowance may be quoted separately.

14. Security Services

Security audits and related services are intended to identify and reduce security risks based on the information, tools and techniques reasonably available at the time the service is performed.

No website, system or security service can be guaranteed to be completely secure.

A security audit does not guarantee that:

• Every vulnerability will be identified.
• A website will never be compromised.
• Future vulnerabilities will not arise.
• Third-party software will remain secure.

Security findings reflect the website and systems at the time of assessment.

New vulnerabilities, software changes, configuration changes and malicious activity may arise after an audit has been completed.

Where remediation or compromised website recovery is purchased, we will perform the work included in the agreed scope.

Severe compromises or additional work discovered during investigation may require a separate quotation.

15. Website Optimisation

Website optimisation services are intended to improve relevant aspects of website performance based on the existing website, hosting environment and agreed scope.

Results vary between websites.

We do not guarantee a particular:

• PageSpeed score.
• Performance score.
• Loading time.
• Search ranking.
• Traffic increase.
• Conversion rate.

Performance may be affected by hosting, third-party scripts, plugins, external services, customer changes and other factors outside our control.

16. Website Transfers and Migrations

We will take reasonable care when transferring or migrating websites.

Website migrations can depend on third-party hosting providers, DNS systems, domain registrars and other infrastructure.

Temporary disruption may occur during a migration.

Where appropriate, we recommend that suitable backups are available before migration work begins.

We are not responsible for pre-existing faults, corrupted data or limitations of third-party systems that were not caused by our work.

17. Microsoft 365 and Business Email Services

Microsoft 365 and business email services are limited to the setup, configuration, support or management work specifically agreed.

Microsoft licences and Microsoft platform services remain subject to Microsoft's terms, pricing and availability.

Unless expressly included in writing, services such as mailbox migration, advanced security configuration, data recovery, compliance configuration or other specialist work are not included.

Customers remain responsible for their Microsoft tenant, licences, users and business data unless responsibility for a particular task has specifically been assigned to CtrlAltComplete.

18. Google Business Profile Services

Google Business Profile services are subject to Google's policies, systems and approval processes.

We cannot guarantee:

• Profile approval or verification.
• Search positions.
• Map rankings.
• Increased enquiries.
• Increased website traffic.
• Continued availability of particular Google features.

Google may suspend, restrict, reject or modify profiles according to its own policies.

We will provide the setup or management work included within the service purchased but cannot override decisions made by Google.

19. Website Reporting and Analytics

Reports are produced using information available from configured analytics and reporting platforms.

Reporting data may be affected by:

• Cookie consent.
• Tracking restrictions.
• Browser privacy features.
• Ad blockers.
• Platform limitations.
• Configuration.
• Third-party outages.

Reports are provided for informational purposes.

We do not guarantee that analytics data is complete or error-free.

20. Content and Blog Writing

Where content writing is purchased, the amount, type and frequency of content supplied will be determined by the service purchased.

You are responsible for reviewing and approving content before publication unless another approval process has been agreed.

We will take reasonable care when preparing content but you remain responsible for confirming business-specific facts, claims, pricing, technical statements and regulated information relating to your organisation.

Unless expressly agreed, content services do not guarantee:

• Search engine rankings.
• Traffic increases.
• Leads.
• Sales.
• Other specific marketing results.

21. Access and Credentials

Where you provide account credentials or administrative access, you authorise us to use that access only as reasonably necessary to provide the agreed service.

You should provide individual or delegated access where supported rather than sharing passwords unnecessarily.

We may recommend that passwords or access permissions are changed or removed after one-off work is complete.

You remain responsible for maintaining appropriate access controls for your systems unless access management is specifically included in an ongoing service.

22. Backups

Where backups are included in a hosting or care service, the applicable backup frequency and retention will be stated in the relevant service description.

Although reasonable measures are taken to maintain backups where included, no backup system can be guaranteed to be infallible.

Customers should retain independent copies of business-critical information where appropriate.

Unless specifically included, a backup or disaster recovery service should not be assumed to form part of a service.

23. Intellectual Property

Unless otherwise agreed, once all amounts relating to a website design project have been paid, the customer will own the bespoke website design and original content or code created specifically for that project.

This does not transfer ownership of:

• Third-party software.
• WordPress.
• Plugins.
• Themes.
• Fonts.
• Stock assets.
• Frameworks.
• Libraries.
• Licensed software.
• Third-party intellectual property.

These remain subject to their respective licences.

Any tools, methods, reusable components, know-how or pre-existing material owned by CtrlAltComplete remain ours.

You retain ownership of content and intellectual property supplied by you.

You warrant that you have the necessary rights and permissions for material you provide to us.

24. Portfolio Use

Unless otherwise agreed in writing, we may display completed publicly available website design work in our portfolio, website, proposals and promotional material.

We will not knowingly publish confidential customer information as part of a portfolio entry.

25. Confidentiality

Each party will take reasonable steps to keep confidential information received from the other party confidential and will not disclose it except:

• As required to provide the agreed service.
• To professional advisers or service providers who need the information.
• Where required by law.
• With the other party's permission.

This does not apply to information already publicly available through no breach of confidence.

26. Changes to Scope

If you request work outside the agreed scope, we will explain where additional charges or additional time may apply.

Additional work may be:

• Quoted separately.
• Charged at an agreed hourly rate.
• Added to an existing project following written approval.

We are not required to undertake additional work until the scope and applicable charges have been agreed.

27. Cancellation of One-Off Projects

You may request cancellation of a project by contacting us in writing.

If you cancel after work has started, you will be responsible for reasonable charges reflecting work already completed and costs reasonably incurred up to the cancellation date.

Where an advance payment or deposit has been made, we may apply that payment towards those amounts.

Any amount retained will be proportionate to the work performed and losses reasonably resulting from the cancellation.

Where the amount paid exceeds the amount properly due, the remaining balance will be refunded where applicable.

This section does not affect statutory cancellation rights that apply to consumers.

28. Recurring Services

Recurring services may be billed monthly or annually depending on the service selected.

Unless a specific minimum term has been agreed in writing, recurring services may normally be cancelled by giving 30 days' written notice.

Where an annual service has been purchased at a discounted annual rate, cancellation and refund arrangements will be those stated when the service is purchased, subject to applicable law.

Amounts already due remain payable following cancellation.

Services will continue until the applicable cancellation date unless suspended or terminated earlier under these Terms.

29. Consumer Cancellation Rights

Most CtrlAltComplete services are intended for businesses.

However, where you purchase a service as a consumer, additional statutory rights may apply.

For certain contracts entered into online, by telephone or away from our business premises, consumers may have a legal right to cancel within 14 days without giving a reason.

Where you ask us to begin providing a service during an applicable cancellation period, we may ask you to make an express request for work to begin.

If you subsequently exercise a statutory right to cancel after work has begun at your request, you may be required to pay a proportionate amount for services already supplied, where permitted by law.

Nothing in these Terms limits statutory rights that cannot legally be excluded.

30. Refunds

Refund entitlement depends on the service, work already performed, costs incurred, reason for cancellation and statutory rights that apply.

Completed one-off work is not normally refundable merely because a customer later changes their mind, subject to applicable law.

Where we are unable to provide a paid service and no suitable alternative is agreed, an appropriate refund will be provided for the part of the service that has not been supplied where required.

31. Suspension and Termination by Us

We may suspend or terminate a service where there is a reasonable and material reason to do so, including:

• Persistent or material non-payment.
• Serious breach of these Terms.
• Illegal or abusive use of our services.
• Serious security risk.
• Conduct that puts our systems, suppliers or other customers at risk.

Where appropriate, we will provide reasonable notice and an opportunity to remedy the issue before suspension or termination.

Immediate action may be taken where reasonably necessary because of illegality, fraud, serious security risk or other urgent circumstances.

Termination does not remove liability for amounts already due.

32. Effect of Termination

When an ongoing service ends:

• Our obligation to provide that service will end on the applicable termination date.
• Outstanding invoices remain payable.
• Third-party subscriptions billed directly to you remain your responsibility.
• Access provided specifically to CtrlAltComplete may be removed.
• Any handover or migration work not included in the service may be chargeable.

Where reasonably practicable, we will cooperate with an appropriate handover of customer-owned information or services.

We are not required to continue providing unpaid services after termination.

33. Service Availability

We aim to provide services with reasonable care and skill.

However, services that depend on the internet, hosting infrastructure, third-party software or external providers may occasionally be unavailable or interrupted.

Unless specifically agreed in writing, we do not guarantee uninterrupted availability or a particular service uptime.

34. Limitation of Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or other liability that cannot legally be excluded or limited.

Where you are acting in the course of a business, and subject to the above, we will not be liable for indirect or consequential losses or for loss of profit, revenue, business opportunity or anticipated savings where such loss was not reasonably foreseeable or was not directly caused by our breach.

Subject to liabilities that cannot lawfully be limited, our total aggregate liability arising from a particular service will normally be limited to the total fees paid or payable to CtrlAltComplete for the service giving rise to the claim during the 12 months preceding the event giving rise to liability, or the total project fee for a one-off project, whichever is applicable.

Where you are acting as a consumer, nothing in these Terms affects your statutory rights, and any limitation of liability will apply only to the extent permitted by applicable consumer law.

35. No Guarantee of Commercial Results

Unless specifically guaranteed in writing, we do not guarantee that a service will produce a particular commercial result.

This includes:

• Search engine rankings.
• Website traffic.
• Sales.
• Enquiries.
• Leads.
• Conversion rates.
• Revenue.
• Google rankings.
• Performance scores.

We will provide the agreed service with reasonable care and skill but commercial outcomes depend on many factors outside our control.

36. Force Majeure

Neither party will be responsible for delay or failure to perform obligations where caused by events beyond that party's reasonable control.

Examples may include:

• Major internet or infrastructure outages.
• Natural disasters.
• Power failures.
• Cyber incidents affecting third-party infrastructure.
• Government action.
• Industrial disputes.
• Widespread service-provider failures.

This does not remove obligations relating to amounts properly due for services already supplied.

37. Use of Our Website

You must not:

• Use our website unlawfully.
• Attempt to gain unauthorised access to our systems.
• Introduce malware or harmful code.
• Interfere with the operation or security of the website.
• Scrape, reproduce or commercially exploit website content without permission where such use infringes our rights.

Website content is provided for general information and may be updated from time to time.

38. Third-Party Links

Our website may contain links to websites operated by third parties.

We do not control those websites and are not responsible for their content, availability or practices.

A link does not necessarily constitute an endorsement.

39. Data Protection

Personal information is handled in accordance with our Privacy Policy.

Where our provision of a service involves processing personal information on your behalf as a data processor, additional data protection terms may be required depending on the nature of the service.

40. Changes to These Terms

We may update these Terms from time to time for future purchases and services.

The version in effect when a contract is entered into will normally apply to that contract unless:

• A change is required by law.
• A change is necessary for security or regulatory reasons.
• We and the customer agree otherwise.
• The applicable ongoing service expressly permits a reasonable change on appropriate notice.

We will not use this clause to retrospectively make material changes to an agreed one-off project without agreement.

Where a material change affects an ongoing service, we will provide reasonable notice where appropriate.

41. Severability

If any provision of these Terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

42. No Waiver

If either party does not immediately enforce a right under these Terms, that does not mean the right has been waived.

43. Entire Agreement

These Terms together with the applicable quotation, proposal, order and any specifically agreed written terms form the agreement between us concerning the relevant service.

Nothing in this section excludes liability for fraud or fraudulent misrepresentation.

44. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales.

Where you are acting in the course of a business, the courts of England and Wales will have jurisdiction over disputes arising from the agreement.

Where you are acting as a consumer, any statutory rights you have regarding jurisdiction are unaffected.

45. Contact

Questions regarding these Terms can be sent to:

CtrlAltComplete
Office 1, Izabella House
24–26 Regent Place
City Centre
Birmingham
B1 3NJ

Email: enquiries@ctrlaltcomplete.co.uk
Telephone: 0121 794 3680