Service Terms

Last updated: 30 June 2026

These terms apply when you buy a service from Reflect & Refine Web Design. They sit alongside my Terms of Use, which cover use of this website, and my Privacy Policy, which covers how I handle your data. Where there is a separate signed agreement or written proposal for a specific piece of work, that document takes priority over these terms.

Who you are dealing with

Reflect & Refine Web Design is the trading name of Richard Peirce, a sole trader based in Stratford-upon-Avon, Warwickshire. In these terms, “I”, “me”, and “my” mean Richard Peirce trading as Reflect & Refine Web Design. “You” means the person or business buying a service.

Services these terms cover

• Free Website Assessment. An automated homepage check, at no charge.
• Structured Review (£79). An automated, 27-point weighted review with instant results.
• Foundation Audit (£295). A manual review delivered within 5 working days, with a written report and a 30-minute call.
• Project work. Website improvement, rebuilds, and migrations, quoted separately.
• WordPress care plans (Maintain, Support, and Growth). Ongoing monthly support.
• Hosting. Where arranged through me, billed separately and at cost.

Project work and care plans are set out in their own proposal or agreement. These terms cover the general basis on which I work. Where a separate signed agreement exists, that document governs the detail.

Quotes, proposals, and acceptance

Audit fees are fixed and shown on the relevant page. Project work is quoted in a written proposal. A proposal is valid for 30 days unless it says otherwise. Work begins once you have accepted the proposal and paid any deposit due.

Payment

• The Structured Review and Foundation Audit are paid in full before work starts.
• Project work is invoiced against the milestones in your proposal.
• Care plans are billed monthly in advance.
• Invoices are due within the period stated on the invoice. Late payment may pause work and may incur interest at the statutory rate for commercial debts.

How the audit credit works

If you proceed to improvement or rebuild work, your audit fee is credited in full. The detail:

• The £79 Structured Review fee credits towards either a Foundation Audit or improvement or rebuild work.
• The £295 Foundation Audit fee credits towards improvement or rebuild work.
• Each fee is credited once and has no cash value.
• Where you have paid for both audits and then proceed to improvement or rebuild work, both fees are credited towards that work, as long as neither has already been credited elsewhere.
• A credit applies when the work is agreed within 30 days of that audit being delivered. After 30 days the credit lapses.
• Credits apply to improvement and rebuild work. They do not apply to care plans or to third-party costs such as hosting, licences, or stock photography.

Delivery times

• Structured Review. Results are shown immediately after payment.
• Foundation Audit. Your site is reviewed within 1 to 2 working days, and the written report is delivered within 5 working days. The 5-day target starts once I have both your payment and any access or information I need to begin.

These are targets, not guarantees. If I expect to miss one, I will tell you.

What you provide

For the Foundation Audit and for project work, you agree to provide, in good time:

• accurate information about your site and your goals;
• read access to relevant accounts, which may include Google Analytics, Google Search Console, and Google Ads;
• a single point of contact who can answer questions and give feedback.

Delays in providing these extend my delivery times by a matching amount. You confirm you have the authority to grant any access you give me.

What an audit is, and is not

An audit is advice. It is based on your site and the information available at the time of review. I will be clear and honest about what I find and what I recommend. I cannot guarantee specific outcomes such as rankings, traffic, or revenue, because those depend on factors outside my control, including your market, your budget, and the decisions you make after the audit. An audit sets out recommendations. It does not include carrying out the work, unless you agree separate project work.

Care plans

“Care plan” means my ongoing website maintenance and support subscription. A care plan keeps a WordPress site updated, monitored, backed up, and supported, as set out in your plan. For care plans, these terms and your plan agreement govern, and they take precedence over any general subscription terms where there is a conflict.

The plans

• Maintain (£50/month). Monthly WordPress updates, security monitoring, monthly backups, and email support with a 24-hour response target during business hours.
• Support (£150/month). Weekly WordPress updates, premium plugin management, daily backups, a 4-hour response target during business hours, and 1.5 hours of support time each month.
• Growth (£300/month). Weekly WordPress updates, premium plugin management, daily backups, a 2-hour response target during business hours, 3 hours of support time each month, and WooCommerce maintenance.

These summaries are a snapshot. Your plan agreement and the care plans page set out the full inclusions.

Business hours and delivery

Business hours are Monday to Friday, 9:00 to 17:00 GMT, excluding UK bank holidays. Response targets apply within business hours. Updates and maintenance are usually carried out outside business hours to limit disruption. Emergency security updates may be applied immediately when a threat is found.

Support time

Where a plan includes monthly support time, it covers minor changes, content updates, and technical help. Support hours apply to that month only. They do not carry over, and they are not banked or refunded if unused. Work beyond the included time, or outside the plan, is quoted or billed separately at my standard hourly rate.

Backups

Backups are taken at the frequency set for your plan and retained as follows:

• Maintain: monthly full backups, kept for 6 months.
• Support: daily backups, kept for 3 months.
• Growth: daily backups, kept for 6 months.

Backups are a safeguard and a disaster-recovery aid, not a guarantee. You remain responsible for keeping your own independent backups, and you should not rely on mine alone. I am not liable for data loss if a backup fails or is corrupted. Restoring a backup can take up to 24 hours depending on the size of the site.

What care plans do not include

• Custom development beyond minor changes.
• Redesigns or significant layout changes.
• Content creation or copywriting.
• Marketing or SEO, unless your plan says otherwise.
• Recovering a site compromised through weak passwords or other client security failures.
• Support for custom plugins or themes I did not build.
• Server management or hosting configuration changes.

Larger work is quoted separately. Third-party costs, such as premium plugin licences, hosting, and domains, are not included unless stated.

What I need from you

To run your plan, you agree to:

• give and maintain administrator access to your WordPress dashboard, and hosting or DNS access where my service needs it;
• tell me about any website issue within 48 hours of finding it, and respond to security alerts or requests within 48 hours;
• keep your contact details current;
• avoid running plugin or core updates, or making major changes, during scheduled maintenance, and tell me about significant changes you plan;
• provide staging access where major updates need testing;
• keep your site within my acceptable use policy (adult content, gambling, or illegal-activity sites may need extra measures or may not qualify);
• keep your third-party accounts, such as hosting, domains, and premium plugins, in good standing, and give me the access I need to manage them.

Service availability

I aim for continuous, reliable service, but I cannot guarantee 100% uptime. Things outside my reasonable control include hosting outages, third-party service disruptions such as CDNs and DNS providers, connectivity issues, maintenance by hosts or third parties, and force majeure events such as natural disasters, power cuts, or government action. I give 24 hours’ notice of planned maintenance that may affect your site, except for emergency security work.

Billing and payment

Care plans are billed monthly in advance on the anniversary of your start date, and payment is due on receipt of the invoice. I accept bank transfer, Direct Debit, or card through my payment processor. By subscribing, you authorise me to charge your chosen method for the recurring monthly fee. Care plans renew each month until cancelled.

If a payment fails or your account falls overdue:

• I will attempt to collect for 15 days after the due date.
• After 15 days, care plan services are suspended.
• A £25 administration fee applies to a failed payment.
• Services resume within 24 hours of successful payment.
• If payment is still outstanding after 30 days, the plan is cancelled.

Price changes

I may change care plan pricing with 60 days’ written notice. If I do, you can lock in your current price for up to 12 months by paying annually in advance.

Cancelling your plan

You can cancel at any time with 30 days’ written notice, by email to [email protected]. Your plan runs to the end of the current billing period. Care plan services are delivered monthly and used as they are delivered, so I do not refund part months. Refunds are only available for unused full months, and only where I have materially failed to deliver the services in your plan.

On cancellation, I provide:

• a final complete backup of your site;
• a list of installed plugins and their versions;
• basic handover documentation;
• up to 1 hour of transition help at no charge.

Suspension

I may suspend a plan immediately if your account is 15 or more days overdue, your site is compromised and poses a risk to my systems or other clients, you breach my acceptable use policy, or you do not provide the access or cooperation I need. I give 48 hours’ notice before suspending, except where emergency security action is needed.

If I need to end a plan

I may end a plan with 30 days’ written notice if your site consistently needs resources or support well beyond the plan, your content breaches my acceptable use policy, or you breach a material term. If I stop offering care plans altogether, I will give 90 days’ notice and help you find another provider.

Care plan liability

For care plans, and in addition to the general limits in the Liability section below, I am not liable for: website downtime or performance issues caused by hosting providers, connectivity, or third-party services; data loss where my backups fail, since you remain responsible for independent backups; security breaches caused by weak passwords or client actions; or lost revenue or business interruption from service disruptions. My total liability for care plan services will not exceed the amount you paid for care plan services in the 12 months before the claim.

Ownership

Care plans provide maintenance and support only. You keep full ownership of your website, content, and data. I claim no ownership of your site through providing a care plan. Where I manage premium plugin or theme licences for you, those licences stay tied to your website and hosting account.

Hosting

Hosting is arranged and billed separately. It is not included in care plan fees or project fees.

• Where your site is hosted. Depending on what suits you, your site sits either on your own hosting account or on an account I manage for you. Where I manage it, the cost is passed through to you at cost.
• Third-party providers. Sites run on third-party infrastructure, such as Cloudflare or a WordPress host. Their terms and service levels apply. I pass through whatever uptime and service level the provider offers, and I do not give a separate uptime guarantee of my own.
• Responsibility. I am not responsible for outages, data loss, or other problems caused by a hosting provider or other third party.
• Your domain. Your domain stays registered in your name and under your control. I can help you manage it, but it remains yours.
• If you move on. If I manage your hosting and you decide to leave, I will export your site at no charge so you can set it up elsewhere. If you would prefer, I can help you open your own account with the same provider and move the site across. Hands-on migration beyond a straightforward export is billed at my standard hourly rate unless we agree otherwise.

Acceptable use

These rules apply to every service, and to any site I host or maintain for you. You agree that your website and your use of my services will:

• comply with the law, and not host or distribute illegal content;
• not infringe anyone else’s intellectual property or other rights;
• not be used to send spam, distribute malware, or attempt to breach security;
• not place abnormal or excessive load on shared infrastructure.

Some sectors need extra care. Adult content, gambling, and similar high-risk or restricted activities may need additional security measures, may cost more to support, or may not qualify for my care plans or hosting. If your site breaches these rules, I may decline the work, or suspend or end the service, as set out above.

Cancellation and refunds

If you are a consumer (buying outside your trade or business), you have rights under the Consumer Contracts Regulations 2013:

• You normally have 14 days to cancel a distance contract.
• The Structured Review gives instant results. By paying, you ask me to supply it immediately, and you accept that once it is supplied you lose the right to cancel.
• For the Foundation Audit, if you ask me to start within the 14-day period and then cancel, you pay for the work done up to that point. Once the report is delivered, the right to cancel ends.

If you are a business, the 14-day cancellation right does not apply.

Beyond your statutory rights, refunds are at my discretion and considered case by case. If something has gone wrong, tell me and I will look at it fairly.

This section covers audits. Care plan cancellation is covered under Care plans above.

Intellectual property

I keep ownership of my methods, templates, and any tools I use to produce your audit or build your site. Once you have paid in full:

• you receive a licence to use your audit report within your own business;
• for project work, you receive the licence set out in your project agreement.

You may not resell or republish my reports, or pass them off as your own.

Confidentiality and data

I treat your business information as confidential and use it only to carry out your work. I handle personal data in line with my Privacy Policy and UK data protection law. Where you give me access to your accounts, please grant only the access I need, and you are free to revoke it once the work is done.

Liability

I carry out my work with reasonable skill and care. To the extent the law allows, my total liability for any claim connected to a service is limited to the fees you paid for that service. I am not liable for indirect or consequential loss, including lost profit, lost revenue, or lost data. I am not responsible for the acts, omissions, or service levels of third parties, including hosting providers, plugin and theme developers, and payment processors. Nothing in these terms limits liability that cannot be limited by law.

Changes to these terms

I may update these terms from time to time. The version that applies is the one published here when you buy a service.

Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

Contact

Questions about these terms: get in touch or email [email protected].