Frequently Asked Questions
Find answers to common questions about our WordPress websites, monthly website plans, maintenance, content support, SEO, add-ons and one-off services. This page brings our key service information, working processes, pricing policies and support terms together in one place, making it easier to understand what is included and choose the right service for your business.
Table of Contents
Services
What types of businesses does Lab 84 work with?
We primarily work with UK small businesses, sole traders, start-ups and growing organisations that need a professional WordPress website or ongoing digital support. Our services are particularly suitable for service businesses, local companies, online retailers and organisations that rely on their website to generate enquiries, bookings or sales.
Do you only work with WordPress websites?
WordPress is our main website platform because it provides small businesses with flexibility, scalability and control over their content. We also provide WooCommerce solutions for businesses that want to sell products online.
Can I purchase a one-off service without joining a monthly plan?
Yes. Website builds, redesigns, landing pages and certain website improvements can be purchased as one-off projects. Routine maintenance, regular content changes and ongoing SEO are normally better suited to a monthly plan.
Can you recommend the right service for my business?
Yes. We will consider your current website, objectives, budget and how frequently you need support before recommending a package. We will not recommend a larger plan where a smaller service would meet your needs.
Will I own my website and accounts?
Once all project invoices have been paid, you will own the completed website and the original content supplied or created specifically for your project. Third-party software, premium themes, stock assets and plug-in licences remain subject to their respective licence terms.
Where possible, important services such as your domain, hosting, Google Analytics and Google Search Console should be registered in your business’s name.
Are hosting, domains and premium licences included?
Only where they are specifically listed in your package. Hosting, domain renewals, premium plug-ins, stock photography, email services and other third-party subscriptions may involve separate charges. We will explain any required costs before purchasing or installing them.
Who is responsible for data protection and privacy compliance?
You are responsible for ensuring that your website, forms, booking processes and customer communications comply with the laws and regulations that apply to your business.
We can implement agreed consent fields, privacy-policy links and cookie tools, but Lab 84 does not provide legal advice. You should obtain professional advice where you are unsure about your responsibilities.
WordPress Website Packages
How much do I need to pay before work begins?
The Starter package is paid in full when the project is booked.
For Business and E-commerce packages, a 50% initial payment secures your project and allows work to begin. The remaining 50% is payable after approval and before the completed website is launched or transferred.
Additional work outside the agreed scope is invoiced separately.
How long will my website take to build?
Our usual estimated timescales are:
- Starter website: 7–10 working days
- Business website: 3–4 weeks
- E-commerce website: 4–6 weeks
The project timeline begins once the initial payment, website brief, content, images and required account access have been received. Bespoke functionality, large product catalogues or delays in receiving feedback may extend the timescale.
What is a revision round?
A revision round is one collected list of reasonable changes to the agreed design and content. Additional revision rounds, a new design direction or requests outside the original brief are quoted separately.
Do I need to provide the website content?
Unless copywriting is specifically included, you will need to provide your final text, business information, logo and suitable images.
We can help organise supplied content and advise on what each page should contain. Copywriting, image sourcing, photography and extensive content rewriting are available as additional services.
Is SEO included with my website?
Every website includes essential search foundations such as a logical page structure, mobile-friendly design and basic page-title and description setup where included in your package.
This is not the same as an ongoing SEO campaign. Keyword research, regular content, competitor monitoring, technical improvements and continued optimisation are available through our monthly plans.
Will my website work on mobile phones and tablets?
Yes. Your website will be designed to adapt to commonly used desktop, tablet and mobile screen sizes.
Third-party tools, external booking systems and embedded services may have their own display limitations, which will be explained where relevant.
What happens if I am late providing content or feedback?
If we are waiting for content, access or feedback for more than 14 calendar days, the project may be paused so that we can continue with other scheduled work.
Projects inactive for more than 30 days are returned to the scheduling queue and may require a £95 rebooking fee before work resumes. Any revised completion date will depend on current availability.
What support is included after launch?
Your website includes a 14-day post-launch period for correcting faults directly related to the agreed build.
This period covers genuine build issues rather than new content, design changes, additional features, third-party service problems or changes made by the client or another provider. Ongoing protection and support are available through our monthly plans.
Can I add more pages or features later?
Yes. WordPress allows your website to grow as your business changes. Additional pages, booking systems, lead-capture tools, memberships, online payments and other functionality can be quoted separately.
Can you redesign my existing website instead?
Yes. We can redesign an existing WordPress website where its current setup is suitable. We will review the website before confirming whether it is more practical to improve the existing build or create a new one.
Website Add-Ons
Can I purchase an add-on without buying a new website?
Yes. Our add-ons can be added to a suitable existing WordPress website, even if we did not originally build it.
We may need to review the website before confirming the price. Any compatibility problems, outdated software or repairs required before installation will be explained and quoted separately.
Are the advertised prices one-off charges?
Yes. The prices shown cover the agreed installation, configuration, testing and handover work completed by us.
Some add-ons rely on third-party plug-ins or platforms that charge monthly, annual, usage-based or transaction fees. These ongoing costs are not included unless specifically stated.
Why are some add-on prices shown as “from”?
The final price depends on the complexity of your requirements, the condition of your existing website and the amount of configuration required.
For example, a booking system for one person offering five services will usually cost less than a system involving several staff members, locations, calendars and payment rules. We will confirm the full scope and price before beginning.
How long does it take to install an add-on?
Straightforward Analytics and Search Console setups are normally completed within three to five working days.
Booking systems, AI live chat, lead-capture tools and more involved integrations normally take between five and ten working days after we receive all required information, access and content.
More complex configurations may take longer, and an estimated completion date will be confirmed before work begins.
What information and access will you need?
The requirements depend on the add-on, but we may need access to:
- Your WordPress website
- Your hosting or domain settings
- Relevant Google accounts
- Your booking or calendar platform
- Your business services and opening hours
- Your existing customer questions and answers
- Your form recipients or CRM
- Payment-provider settings
Where possible, access should be provided through individual user accounts rather than shared passwords.
Will the new feature match my existing website?
We will apply reasonable styling so the add-on fits with your website’s existing colours, fonts and layout.
The amount of visual customisation available may depend on the third-party platform or plug-in. Bespoke interfaces, advanced styling and custom development may require a separate quotation.
What support is included after installation?
Each add-on includes a 14-day post-completion period for correcting faults directly related to the agreed installation or configuration.
This does not include new requirements, changes of mind, additional services, third-party platform changes or problems caused by updates made by the client or another provider.
Ongoing support is available through our monthly website plans or as a one-off service.
Are plug-in licences and platform subscriptions included?
No, unless they are specifically listed in your quotation.
Paid plug-ins, booking platforms, AI usage, email services, payment-processing fees and other third-party costs are normally paid directly by the client. This ensures that the account, subscription and billing remain under your business’s control.
Will I own the accounts and information created?
Where possible, third-party accounts will be created in your business’s name and connected to an email address you control.
You will retain access to your accounts and submitted customer information, subject to the terms of the relevant platform. Our implementation fee does not transfer ownership of third-party software or licences.
Will AI live chat answer every customer question correctly?
No AI system can guarantee a completely accurate answer every time.
We configure the assistant using the website content and information you provide, but you remain responsible for reviewing important business information and keeping it up to date. The chatbot should not be used as a replacement for professional legal, medical, financial or safety advice.
Can the AI chatbot transfer visitors to a real person?
This depends on the selected platform and your chosen plan.
Many platforms can collect contact details, send notifications or transfer a conversation to a human operator. Live-agent features, advanced automations and higher usage levels may require a paid third-party subscription.
Can customers pay when making an online booking?
Yes, where the selected booking platform supports online payments.
Payment-provider setup can be included in your quotation. Transaction fees, payment-provider charges, refunds and subscription costs are separate from our installation fee.
Can you set up bookings for multiple staff members or locations?
Yes. We can configure more advanced systems involving multiple staff members, calendars, locations, services or appointment durations.
These systems require additional configuration and testing, so they are quoted separately from the standard starting price.
Will Google Analytics and Search Console improve my rankings?
No. Google Analytics and Search Console are measurement and monitoring tools. Installing them does not directly improve your search rankings.
They provide useful information about website traffic, visitor behaviour, search queries and technical issues. This information can then support better website and SEO decisions.
Does Google Analytics include advanced conversion tracking?
The standard setup includes installation, connection and basic tracking checks.
Advanced form events, e-commerce tracking, telephone-click tracking, cross-domain measurement, Google Tag Manager, consent configuration and custom dashboards are quoted separately.
Can you guarantee that Google will approve my Business Profile?
No. Google controls profile eligibility, verification, suspensions and approval decisions.
We will set up or optimise the profile in line with the information you provide and Google’s published requirements, but we cannot guarantee verification, ranking positions or continued approval.
Duplicate listings, ownership disputes, suspensions and reinstatement requests may require separately quoted work.
Does lead capture include a CRM or automated emails?
The standard Lead Capture add-on includes one enquiry form, email notifications, spam protection, mobile styling and submission testing.
CRM connections, email-marketing integrations, automated follow-up sequences, multi-step forms, conditional logic and quote calculators are more advanced services and are quoted separately.
Can I combine several add-ons?
Yes. Add-ons can be combined where they are compatible with your website and with each other.
Where several services are being installed together, we can provide one combined quotation. This may be more cost-effective because account setup, testing and project administration can be completed together.
What happens if my website needs repairs before installation?
We will let you know before completing any chargeable repair work.
Problems such as outdated WordPress software, plug-in conflicts, broken forms, unsupported themes, malware or hosting restrictions may need to be resolved before an add-on can be installed safely. Any required work will be scoped and approved separately.
Monthly Website Plans
Which monthly plan should I choose?
Choose Website Care if you only need technical protection and maintenance.
Choose Website Support if you also need regular text, image, product or promotional changes.
Choose Website Growth if you want maintenance, website updates, content and ongoing SEO managed together.
We can review your website and recommend the most suitable level before you subscribe.
Can I upgrade or downgrade my plan?
You can upgrade at any time, subject to availability.
A downgrade takes effect from the next eligible billing date and requires 30 days’ notice. Website Growth cannot be downgraded during its initial three-month commitment.
Can I purchase additional support time?
Yes. Monthly-plan customers can purchase additional website support at £60 per hour.
Customers without a monthly plan are charged £75 per hour, subject to a one-hour minimum and availability.
Do online shops cost more to maintain?
Yes. WooCommerce websites generally require additional monitoring, testing and troubleshooting because they process orders, payments, customer accounts and product data.
The recommended prices are:
- WooCommerce Website Care: £79 per month
- WooCommerce Website Support: £199 per month
- WooCommerce Website Growth: from £649 per month
The final Growth price depends on the size and complexity of the shop.
When will my monthly service begin?
The service begins after payment, required access and any onboarding checks have been completed.
Where an existing website has unresolved technical, security or compatibility problems, these may need to be repaired before monthly cover can begin.
Can I cancel at any time?
Website Care and Website Support can be cancelled with 30 days’ written notice.
Website Growth has an initial three-month commitment and then continues monthly with 30 days’ written notice.
What happens when my plan ends?
Maintenance, monitoring, content support and SEO activity stop at the end of the paid notice period.
Your website and completed work remain yours, but Lab 84 is no longer responsible for future updates, monitoring, reporting or technical problems. Any Lab 84-owned premium licences supplied only through the plan may also be removed or require transfer to your own subscription.
Website Maintenance
Why does a WordPress website need ongoing maintenance?
WordPress websites use core software, themes and plug-ins that receive regular updates. Maintenance helps keep those components current, creates recoverable backups and identifies security, compatibility or availability problems before they become more disruptive.
Can you maintain a website that Lab 84 did not build?
Yes, subject to an initial technical review.
Websites built by another provider require a £99 onboarding review before joining a monthly plan. This allows us to check the current setup, software, backups, hosting and any existing problems.
If the website requires repairs before it can be safely maintained, those repairs will be quoted separately.
Does maintenance guarantee that my website will never be hacked or go offline?
No provider can guarantee that a website will never experience a security incident, hosting failure, software conflict or downtime.
Our maintenance service reduces avoidable risks through backups, updates and monitoring. Recovery from a serious attack, server failure or third-party incident may require separately quoted work where it falls outside routine maintenance.
What happens if an update causes a problem?
We will investigate compatibility problems caused directly by an update completed as part of your maintenance plan.
Where appropriate, we may restore a recent backup, reverse the affected update or apply a reasonable compatibility fix. Extensive redevelopment, unsupported custom code or replacement of abandoned software may be quoted separately.
Are website changes included in the Website Care plan?
No. Website Care covers routine technical maintenance, backups and monitoring.
Customers who need regular text, image, product or promotional changes should choose Website Support, which includes up to 90 minutes of website update time each month.
Does unused support time roll over?
No. Included website update time is reserved for you during that billing month and resets on your next billing date.
Preventing time from accumulating allows us to plan capacity and respond fairly to all monthly clients. Additional time can be purchased at £60 per hour when required.
How quickly will you respond to a support request?
Our normal response targets are:
- Website Care: within two working days
- Website Support: within one working day
- Website Growth: within one working day
A response target is the time in which we aim to acknowledge and assess the request, not a guaranteed resolution time.
Critical incidents, such as a completely unavailable website or non-functioning checkout, are prioritised during normal working days.
Are premium plug-in and software licences included?
Not unless they are specifically listed in your package.
If your website depends on a paid theme, plug-in, security service or third-party platform, the relevant licence must remain active. We will tell you before a separate renewal or replacement is required.
What is not covered by routine maintenance?
Routine maintenance does not include:
- New pages or website redesigns
- New functionality or custom development
- Content and product updates on the Website Care plan
- Search engine optimisation
- Email or computer support
- Repairs to unrelated third-party systems
- Extensive malware removal
- Problems caused by unauthorised changes
- Premium software and hosting charges
Separate work will always be explained and approved before it is charged.
Can I cancel my maintenance plan?
Website Care and Website Support operate on a monthly rolling basis and can be cancelled with 30 days’ written notice.
Your website will no longer receive maintenance, monitoring or support after the paid notice period ends. We recommend arranging an alternative maintenance process before cancelling.
Website Content Support
What types of website changes are included?
Website Support can be used for reasonable updates to an existing website, including:
- Text and image changes
- Price and service updates
- Opening hours and contact details
- Banners and promotions
- Team-member changes
- Product information
- Small layout adjustments
- Publishing client-supplied blog posts
All requests must relate to the existing website and remain within the monthly time allowance.
How much website update time is included?
Website Support includes up to 90 minutes of website updates per month.
Work is tracked in 15-minute increments. If a request is likely to exceed the remaining allowance, we will tell you before continuing. Additional time is charged at £60 per hour for monthly-plan customers.
Does unused content-update time roll over?
No. Your monthly allowance reserves space in our schedule and resets on each billing date.
Allowing unlimited accumulation would make workloads and turnaround times unpredictable. We therefore recommend submitting useful updates each month rather than saving several months of work.
Does the plan include copywriting?
Website Support is primarily intended for content supplied by the client. We can make minor edits for clarity, spelling and presentation within the available allowance.
Complete page copy, sales copy, detailed rewriting and original articles are separate services. Website Growth includes one SEO-focused article of up to 1,000 words per month.
Are new pages included?
Complete new pages are not included within the routine Website Support allowance unless specifically agreed.
A straightforward page using an existing website layout starts from £150. A bespoke campaign or lead-generation landing page starts from £250.
How quickly will my changes be completed?
Most routine content requests are completed within three to five working days after all final text, images and instructions have been received.
Larger or more complicated requests may be scheduled in stages. A specific completion date will be confirmed where the work is time-sensitive.
Can you complete urgent changes?
Urgent work is subject to availability and is not included as standard.
Where we can accommodate same-day or next-working-day work, a priority charge starting from £40 may apply in addition to any time exceeding your monthly allowance.
How should I submit my changes?
You can raise a request via our client portal. Please provide one clear, consolidated request containing:
- The page or product to be changed
- The replacement wording
- Final images or files
- Any relevant links
- The required deadline
Collecting changes into one organised request reduces administration and makes better use of your monthly allowance.
Are revisions included?
We will correct work where we have not followed the supplied instructions.
Changes of mind, replacement content submitted after completion or additional requests use the remaining monthly allowance. Copywriting and separately quoted content normally include one reasonable consolidated revision round.
Who is responsible for checking the information?
You are responsible for approving the accuracy, legality and suitability of prices, claims, offers, product information and regulatory wording before publication.
Lab 84 may identify obvious issues but does not provide legal, financial, medical or regulatory approval.
Search Engine Optimisation
How long does SEO take to produce results?
SEO is a gradual process. Some technical changes can be completed quickly, but meaningful changes in search visibility commonly take several months.
As a practical expectation, businesses should normally allow at least three to six months before judging the direction of a campaign. The time frame varies according to competition, location, website history, content quality, authority and how quickly recommendations can be implemented.
Can you guarantee first-page or number-one rankings?
No. Google controls its search results, competitors continue to make improvements and ranking systems change over time.
We cannot guarantee a particular position, traffic level or number of enquiries. We instead commit to carrying out the agreed work, following responsible SEO practices and reporting transparently on progress.
Is there a minimum commitment?
Website Growth has an initial three-month commitment.
After the first three months, the service continues monthly and can be cancelled with 30 days’ written notice. This initial period gives enough time to complete the setup, establish reliable baseline data and begin implementing the strategy.
Is there an SEO setup fee?
Yes. Website Growth has a one-off £199 setup fee covering the initial audit, keyword research, competitor baseline, tracking setup and priority action plan.
The setup fee is waived when six months are paid in advance.
Do you complete every task that is included in the Website Growth plan?
Work is prioritised according to what is most likely to benefit the website rather than completing every possible SEO activity every month.
How many keywords will you track?
Website Growth includes tracking for up to 20 priority keywords.
We select terms based on relevance, customer intent, location and realistic commercial opportunity. Rankings are only one measure of progress, so reports may also consider impressions, clicks, landing-page performance and enquiries where reliable tracking is available.
Does the monthly article include revisions?
Yes. The monthly article includes one consolidated revision round.
You will be asked to review factual details, services, claims and brand-specific information. Substantial changes of direction or a completely different topic after drafting may require an additional charge.
Do you build backlinks?
The plan may include relevant local business citations and legitimate opportunities that support the agreed strategy.
It does not include buying links, automated link schemes, large-scale outreach campaigns, digital PR or guaranteed backlink quantities. Any separate authority-building campaign will be explained and quoted before work begins.
What is not included in the monthly SEO plan?
Unless separately agreed, Website Growth does not include:
- Google Ads or paid social advertising
- Large-scale website redevelopment
- Unlimited new pages
- Advanced e-commerce SEO
- Digital PR campaigns
- Professional photography or video
- Specialist legal or medical content
- Translation
- Paid link placements
- Work on multiple websites or locations
Additional requirements can be scoped separately.
What access will you need?
We will normally need appropriate access to:
- Your WordPress website
- Google Analytics
- Google Search Console
- Google Business Profile, where included
- Relevant hosting or DNS settings when technical work requires them
Where possible, access should be provided securely through individual user accounts rather than shared passwords.
What will I receive each month?
You will receive a report summarising the work completed, key performance information, issues identified and recommended next steps.
Website Growth also includes a quarterly strategy call to review progress, priorities and relevant changes within your business.
Why do keyword rankings sometimes move up and down?
Search positions can fluctuate because of competitor activity, Google updates, changes in search behaviour, location, device type and adjustments made to your website.
We focus on longer-term trends and commercial performance rather than treating every short-term movement as a success or failure.
One-Off Website Services
Can I request one-off help without joining a monthly plan?
Yes. Our one-off website services are designed for businesses that need occasional professional help without committing to ongoing monthly support.
You can request website updates, new pages, landing pages, product uploads, SEO articles and Google Business Profile posts as individual pieces of work.
Can you work on a website you did not build?
Yes, provided the website is built using WordPress and is in a suitable condition.
We may need to review the website before confirming the scope and price. Problems such as outdated software, unsupported themes, malware, plug-in conflicts or restricted access may need to be resolved before the requested work can begin.
Why are some prices shown as “from”?
The prices shown apply to straightforward requests completed on a suitable existing website.
The final price may vary depending on the complexity of the work, the condition of the website, the amount of content supplied and whether bespoke design, copywriting or development is required.
We will confirm the complete scope and price before starting any chargeable work.
How is ad-hoc website support charged?
Ad-hoc website support is charged from £75 per hour, with a minimum charge of one hour.
Monthly-plan customers can purchase additional support time at £60 per hour.
We will provide an estimate before beginning where a request is likely to require more than one hour.
What can ad-hoc website support be used for?
Ad-hoc support can be used for reasonable work on an existing WordPress website, including:
- Text and image changes
- Price and service updates
- Contact-detail changes
- Banner and promotion updates
- Small layout adjustments
- Form changes
- Basic troubleshooting
- Plug-in configuration
- Minor visual improvements
Large redesigns, new functionality, custom development and complex technical problems are quoted separately.
Is there a minimum charge for small updates?
Yes. Ad-hoc website support has a minimum charge of one hour.
This covers the time required to review the request, access the website, create a backup where appropriate, complete and test the change, communicate with you and close the task properly.
Where you have several small changes, we recommend combining them into one organised request to make better use of the time.
How long will a one-off request take?
Straightforward website updates are normally completed within three to five working days after we receive all required information, files and access.
New pages, landing pages, articles and larger requests usually take between five and ten working days.
A more accurate completion estimate will be provided after we review the request.
What is included in a new website page?
A standard new page starts from £150 and uses the existing design, colours, fonts and layout styles of your website.
It is suitable for a new service, team member, location or general information page and normally includes:
- Page setup
- Formatting of supplied content
- Supplied image placement
- Mobile-responsive layout
- Basic on-page SEO fields
- Addition to the website navigation where required
- Testing before publication
Copywriting, extensive image editing, bespoke layouts and additional functionality may cost extra.
What is the difference between a standard page and a landing page?
A standard page presents general information and usually follows the existing structure of your website.
A landing page is more focused and is designed around one service, offer, campaign or customer action. It may include a stronger headline, benefit-led sections, calls to action, lead-capture form and campaign-specific layout.
Standard pages start from £150. Bespoke landing pages start from £250.
Does a landing page include copywriting?
The starting price assumes that you will provide the main information, offer details and any essential business facts.
We will structure and format the supplied content to suit the page. Complete sales copy, detailed research or extensive rewriting may be included for an additional charge.
Will a landing page guarantee more enquiries or sales?
No website page can guarantee a particular number of enquiries, bookings or sales.
We will create the page using clear messaging, calls to action and established conversion principles. Results will also depend on factors such as your offer, pricing, reputation, website traffic and how the page is promoted.
What is included in an SEO article?
An SEO article starts from £125 and includes up to 1,000 words written around an agreed subject and customer search intent.
The service normally includes:
- Topic research
- A clear article structure
- Search-friendly headings
- Relevant keyword use
- Formatting for the website
- Basic internal links where appropriate
- Meta title and description
- One consolidated revision round
Specialist, highly technical, regulated or extensively researched subjects may require a separate quotation.
Can you guarantee that an SEO article will rank on Google?
No. Publishing an article does not guarantee a particular search position, amount of traffic or number of enquiries.
Search performance depends on factors including competition, website authority, content quality, technical SEO and the strength of competing pages.
The article will be written and structured to support relevant search visibility, but it should be viewed as part of a broader long-term SEO strategy.
How much do product uploads cost?
Product uploads start from £15 per product when you provide complete and final information.
This normally includes:
- Product name
- Description
- Price
- Supplied product images
- Category
- Stock status
- Basic product settings
Variable products, extensive options, image editing, copywriting, missing information and complex shipping or tax rules may cost extra.
What information must I provide for product uploads?
You should provide complete and accurate product information in an organised format, including:
- Product names
- Final descriptions
- Prices
- Product images
- Categories
- Stock information
- Sizes, colours or variations
- Relevant shipping information
- Product codes where applicable
You are responsible for checking the accuracy of all prices, product claims, stock information and legal or regulatory details before publication.
How many revisions are included?
New pages, landing pages and SEO articles normally include one consolidated round of reasonable revisions unless your quotation states otherwise.
A revision round means one organised list of changes submitted at the same time. Further revisions, replacement content or a significant change in direction may be charged separately.
Routine ad-hoc updates are completed according to the instructions supplied. Additional changes use further chargeable time.
What happens if I change the brief after work begins?
We will explain whether the new request can be accommodated within the original scope.
Minor changes may be included where they do not materially increase the workload. Larger changes, additional requirements or a new direction may require a revised quotation and completion date.
No additional chargeable work will be completed without your approval.
Can you complete urgent or same-day work?
Urgent work is subject to availability.
Where we can accommodate same-day or next-working-day work, a priority charge from £40 will apply in addition to the normal cost of completing the request.
The priority charge reserves and reorganises scheduled time. It does not replace the normal service or hourly charge.
What counts as urgent work?
Urgent work may include:
- Correcting critical information
- Removing an expired or inaccurate offer
- Updating important contact details
- Addressing a broken enquiry form
- Publishing a time-sensitive announcement
- Correcting an issue affecting customer access
Website outages, malware, checkout failures and other technical emergencies may require investigation before a price or completion time can be confirmed.
What access will you need?
Depending on the request, we may need access to:
- Your WordPress website
- Your hosting account
- Your domain settings
- Google Business Profile
- Google Analytics or Search Console
- Relevant plug-ins or third-party platforms
Where possible, access should be provided using an individual user account rather than a shared password.
Will you back up my website before making changes?
We will create or confirm an appropriate backup before completing work that could materially affect the website, where the website and hosting setup allow us to do so.
A functioning backup system is especially important for software updates, layout work, plug-in configuration and troubleshooting.
What support is included after the work is completed?
One-off services include a 14-day period for correcting faults directly related to the agreed work.
This covers situations where the completed work does not operate as agreed. It does not include new requirements, additional content, later changes made by another person, third-party platform changes or unrelated website problems.
Ongoing help is available as another one-off request or through one of our monthly website plans.
When is payment required?
Small one-off services costing up to £250 are normally paid in full before the work is scheduled.
For larger projects, a 50% initial payment may be required, with the remaining balance payable before the completed work is published or handed over.
Your quotation will confirm the payment schedule before work begins.
Are third-party costs included?
No, unless they are specifically listed in your quotation.
Premium plug-ins, stock images, software subscriptions, platform fees and other third-party costs are charged separately. We will explain any required costs before a purchase or subscription is made.
Who owns the completed work?
Once all invoices have been paid, you will own the content and design work created specifically for your business, subject to any third-party licence terms.
Themes, plug-ins, stock images, fonts, software and external platforms remain subject to the licences and terms of their respective providers.
Who is responsible for approving the final content?
You are responsible for checking and approving the accuracy of all prices, offers, business information, product details and factual or regulatory claims before publication.
We may identify obvious errors, but we do not provide legal, financial, medical or regulatory advice.
Would a monthly plan be better value for me?
A one-off service is usually suitable when you only need occasional help.
A monthly plan may provide better value when you regularly need website updates, ongoing maintenance, new content or SEO support. We will recommend the most appropriate option based on your expected workload rather than automatically directing you towards a subscription.
