User Agreement

Last updated: 23 February 2026

This User Agreement sets out the terms on which All Timed Out provides website and enquiry-funnel services to you (the “Client”). If you instruct us to start work, you confirm you accept these terms.

1) Definitions

  • “We/Us”: All Timed Out.
  • “You/Client”: the person or business engaging our services.
  • “Services”: the work we agree to provide (e.g., enquiry funnel build, 3-page site, care plan, add-ons).
  • “Deliverables”: the outputs we agree to produce.
  • “Scope”: what’s included/excluded, confirmed in writing (email/message/proposal).

2) Services and scope

We provide WordPress website and enquiry-funnel services focused on improving enquiry quality and conversion.

Your project scope will be:

  • the package described on our website and/or
  • a written proposal/confirmation message.

Anything not explicitly included is out of scope and may be quoted separately.

Typical exclusions (unless agreed)

  • paid advertising management,
  • copywriting beyond light edits,
  • complex custom development,
  • third-party subscription costs,
  • photography/video production.

3) Client responsibilities

To deliver on time, you agree to:

  • provide timely feedback/approvals,
  • supply content/assets you want used (logos, images, service details),
  • provide access to your domain/hosting/WordPress/admin tools as required,
  • ensure you have rights to use any content you provide.

Delays caused by missing access, incomplete content, or slow approvals will push timelines back, and any scheduled launch dates may be rescheduled accordingly.

Access, Credentials and Handover

Access you may need to provide
To deliver the Services, you may need to provide access to systems such as:

  • WordPress admin / hosting control panel
  • domain registrar / DNS
  • email service / form tools
  • analytics/tracking accounts (if applicable)

You confirm you have authority to grant this access.

Secure sharing
We will never ask for your passwords via public comments. Where possible, credentials should be shared via a secure method (e.g., a password manager share or secure note). If you send credentials by email at your own discretion, you accept that email is not perfectly secure.

Admin accounts and least-access principle
Where practical, you agree to create a separate admin user for us (rather than sharing your personal login). We will use the minimum access required to deliver the Services.

Handover on completion / go-live
Once the project is complete and all invoices are paid, we will provide a reasonable handover, which may include:

  • confirmation of what was delivered (pages/forms/tracking basics)
  • any relevant logins created during the project (or transfer instructions)
  • basic guidance on updating content and managing enquiries

If you request additional training, documentation, or extended walkthroughs, this may be quoted separately.

Third-party accounts, licences and subscriptions
Third-party services (hosting, premium plugins, themes, email tools, payment processors, etc.) are governed by their own terms. Unless agreed otherwise, you remain responsible for:

  • ongoing subscription fees
  • licence renewals
  • compliance with those providers’ rules

Access removal after completion or termination
After completion, cancellation, or termination (and once any outstanding invoices are settled), we may remove our access and delete stored credentials within a reasonable period. We may retain limited records required for accounting/legal purposes.

Backups and responsibility
We may take backups during work as a safety measure. Unless your Care Plan explicitly includes ongoing backups, you remain responsible for maintaining your own backups.
Where we do retain backups, we may keep them for a limited period (e.g., up to 30 days) and then delete them as part of normal housekeeping.

4) Timelines and revisions

We’ll agree a timeline at the start. Time estimates assume prompt client responses.

Revisions:

  • For the Funnel + 3-Page Site package, 2 rounds of revisions are included unless we agree otherwise.
  • For other packages, revisions are limited to reasonable tweaks consistent with the agreed scope.

Additional revisions or scope changes may be billed.

5) Pricing and payment (invoice/link model)

A) How you pay

We invoice you and provide a payment link (or other agreed payment method). Work begins once the required upfront payment clears.

Unless stated otherwise on an invoice, invoices are due within 7 days.

B) Deposits and milestones (your website packages)

Unless we agree something different in writing:

Enquiry Funnel Lite (£795)

  • 50% deposit to book/start work
  • 50% balance due before go-live

Funnel + 3-Page Site (£1,500)

  • 50% deposit to book/start work
  • 40% due when the first full draft is delivered for review
  • 10% due before go-live

Care Plan (£125/month)

  • billed monthly in advance
  • service runs for the paid period; renewal invoiced each month unless cancelled

C) Late payment

If an invoice is overdue, we may pause work (or suspend care plan activity) until payment is received. Where applicable for business clients, we reserve the right to charge statutory interest and recovery costs on late commercial payments.

D) Third-party costs

If your project requires third-party services (e.g., premium plugins, paid forms, email tools), you will either:

  • purchase them directly, or
  • reimburse us if we purchase them on your behalf (pre-agreed in writing).

6) Cancellations and refunds

A) One-off projects

  • If you cancel before work starts, we will refund the deposit (minus any non-recoverable costs we’ve already incurred with your permission).
  • If you cancel after work starts, the deposit becomes non-refundable and you agree to pay for work completed to date. We will provide any completed deliverables up to the amount paid.

B) Care Plan

You may cancel the Care Plan at any time. Cancellation takes effect at the end of the current paid period. We do not provide pro-rata refunds for part-months unless required by law.

Care Plan inclusions may be refined over time; the current inclusions will be confirmed on your invoice or in writing at renewal.

Care Plan (Monthly) Details

What the Care Plan includes
Your Care Plan covers ongoing website maintenance and small, routine improvements to keep your site stable, secure, and converting well. This typically includes:

  • Core WordPress updates (and theme/plugin updates)
  • Basic security checks and spam reduction measures
  • Basic performance checks (e.g., obvious speed issues, broken links, errors)
  • Troubleshooting of issues caused by routine updates (within reasonable limits)
  • Minor content edits (see Fair Use below)
  • Basic form checks (ensuring forms are working and enquiries are received)

Fair Use — what counts as a “small edit”
The Care Plan includes up to 60 minutes of minor edits per month (cumulative). Minor edits include:

  • small text changes, replacing images you provide, updating phone/email, opening hours
  • adding/updating up to 3 small sections (e.g., a paragraph + image + button)
  • simple on-page tweaks (spacing, headings, small layout adjustments)
  • basic SEO hygiene (titles/meta descriptions for existing pages, simple internal links)

Time resets each month. Unused time does not roll over.

What’s excluded (and will be quoted separately)
The Care Plan does not include:

  • building new pages/landing pages beyond minor additions
  • redesigns, new templates, or major layout changes
  • copywriting from scratch or brand/positioning work
  • complex tracking setups, custom events, dashboards, CRO experiments
  • advanced SEO campaigns (content strategy, backlinks, technical audits beyond basics)
  • paid advertising management
  • custom development (bespoke plugins, integrations, advanced automations)
  • third-party costs (paid plugins, premium themes, stock images, subscriptions)

If something is out of scope, we’ll tell you first and quote it (or offer an hourly rate).

Response times and working hours
Support is provided Monday to Friday, 9:00–17:00 (UK time), excluding UK public holidays.
We aim to respond within 2 business days. Some fixes may take longer depending on complexity and third-party systems.

Urgent issues / emergencies
An “urgent issue” means your website is down, forms are failing, or a critical error prevents normal use. We will aim to triage urgent issues as quickly as practical during working hours.
Out-of-hours emergency help may be available by agreement and may be billed at a higher rate.

Pausing service for non-payment
If the Care Plan invoice is overdue, we may pause Care Plan activity (including updates) until payment is received.

7) Go-live and acceptance

Before go-live, you will have an opportunity to review the deliverables. If you request go-live (or the site/funnel is used in production), that will be treated as acceptance of the deliverables, subject to any agreed snag/fix list.

8) Results disclaimer (important)

We design for conversion and enquiry quality, but we cannot guarantee any specific business outcomes (e.g., number of leads, sales, rankings, revenue). Results depend on your market, offer, competition, seasonality, and how you handle enquiries.

9) Confidentiality

Both parties agree to keep confidential information private, except where disclosure is required by law or necessary to deliver services (e.g., with approved subcontractors).

10) Intellectual property and portfolio use

  • Once all invoices are paid, you own the final deliverables we create specifically for you, excluding third-party components (themes/plugins/fonts/stock assets) which remain under their respective licences.
  • We may display non-confidential work in our portfolio (e.g., screenshots and a link) unless you ask us in writing not to.

11) Limitation of liability

To the fullest extent permitted by law:

  • We are not liable for indirect or consequential losses (including loss of profit, business, or goodwill).
  • Our total liability relating to the services is limited to the fees you paid us for the relevant services in the 3 months prior to the event giving rise to the claim.

Nothing limits liability where it would be unlawful to do so.

12) Termination for breach

If either party materially breaches these terms and does not remedy the breach within a reasonable time after written notice, the other party may terminate the agreement. Amounts due for work completed remain payable.

13) Disputes

If there’s a dispute, we’ll try to resolve it in good faith first. If we can’t, either party may pursue a claim through the courts.

14) Governing law

This Agreement is governed by the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.

15) Entire agreement

These terms, together with any agreed scope in writing (proposal/email/messages), form the entire agreement between us.