Customer Services Terms

1. Contract formation and scope

Each engagement should begin with a written quote, statement of work, order, or contract identifying the supplier and customer, brief, deliverables, assumptions, milestones, fees, payment schedule, hosting, support, ownership, and data-processing requirements. A contract is formed only when an offer is accepted in the stated manner. These terms form part of a services contract only when supplied to the customer and accepted or clearly incorporated before the contract is made. A project-specific signed agreement or accepted quote takes precedence over these general terms where it expressly conflicts; mandatory law always takes precedence.

Customers must describe required pages, integrations, authentication, data handling, content, accessibility needs, security requirements, deadlines, and dependencies accurately. Work outside the agreed scope is a change request and may affect price and timescale.

2. Services and customer responsibilities

• Services may include website development, software development, hosting, maintenance, consultations, security work, and related technical services.
• The customer must provide lawful instructions, accurate content, required credentials, approvals, licences, domain authority, and timely decisions.
• The customer remains responsible for its business model, user notices, legal compliance, backups unless expressly included, domain ownership, and the accuracy and lawfulness of supplied material.
• Where customer personal data is processed, the parties must document controller/processor roles and use a separate data-processing agreement where required.

3. Quotes, invoices, and payment

Fees are agreed in writing for each engagement and may be a fixed project price, hourly or daily rate, recurring subscription, retainer, or a combination. A quote will state the currency, whether the amount is fixed or an estimate, what it includes, any applicable rate, deposit or milestone payments, quote expiry, and assumptions. Work outside scope, additional revisions, waiting time caused by delayed customer inputs, and change requests are chargeable only at a separately agreed rate; work will not begin until the customer approves the change and its price. Expenses and third-party charges require the approval described in the quote.

Invoices are due 14 calendar days after issue unless another date is agreed in writing. A recurring service's billing frequency, minimum term, renewal and cancellation notice must be stated in the order. The operator has stated that he is not VAT registered; VAT will not be added unless the supplier becomes registered, in which case the customer will be notified and VAT will be charged as required by law.

No arbitrary percentage late fee is imposed by these terms. For business-to-business debts, statutory interest and fixed compensation may be claimed only where the Late Payment of Commercial Debts (Interest) Act 1998 applies and in accordance with that Act. For consumers, any interest or recovery charge must have a lawful basis, be fair and proportionate, and be disclosed before contract. The supplier may give reasonable notice before suspending non-essential services for overdue undisputed amounts, while taking account of consumer rights and any agreed dispute process.

4. Deposits, cancellation, and refunds

Any deposit or advance payment, what it secures, and the cancellation consequences will be stated in the quote or contract. On cancellation, the supplier may invoice for work properly completed up to cancellation and approved non-cancellable costs, but will return any balance not lawfully due. A term describing a deposit as non-refundable does not override statutory rights or permit an unfair or disproportionate charge.

Where a consumer contracts at a distance or off-premises, statutory cancellation rights may apply, including a 14-day cancellation period for many service contracts. If the consumer asks work to begin during that period, the required express request and cancellation information will be obtained; if the consumer then cancels, only the amount legally due for work performed may be charged. Digital content supplied during a cancellation period will begin only after the required express consent and acknowledgement are obtained. Nothing here removes rights or remedies for non-conforming services or digital content.

Where a statutory cancellation right applies, the consumer may exercise it by a clear statement sent to [email protected] within the applicable period. A consumer may use this wording: "I give notice that I cancel my contract for [service/digital content], ordered on [date]. Name: [name]." This example is optional and does not limit any other valid way of cancelling.

For recurring services, the order will state the initial term, renewal arrangements, cancellation method, and notice period. Any early termination amount must be lawful, clear, and proportionate to the supplier's legitimate loss; consumer cancellation rights cannot be contracted away.

5. Changes, approvals, and acceptance

Changes to the brief, content, features, integrations, or hosting after approval may be charged at the agreed rate and may move the deadline. At handover, the customer receives written confirmation of the deliverables and any included documentation. The customer should review and report material non-conformities within a reasonable time, without losing statutory rights by failing to meet an arbitrary acceptance deadline. Silence or use does not waive mandatory consumer remedies.

6. Warranty and support

Services will be performed with reasonable care and skill where required by applicable law. The agreed specification, deliverables, timing, and any service levels will be set out in the quote or contract; an estimate is not a guaranteed deadline unless expressly stated.

Any additional warranty, its duration, and scope will be stated in the project contract. A warranty is additional to, and does not replace or restrict, rights that cannot lawfully be excluded, including applicable consumer rights under the Consumer Rights Act 2015. Unless support is included in the quote, post-handover support, maintenance, monitoring, updates, security work, and new features require a separate agreement and may be chargeable.

During any agreed post-service support period, the supplier will address reproducible defects in the delivered work against the written specification. It does not include new features, third-party changes, customer or other-provider modifications, unsupported dependencies, or outages outside the supplier's reasonable control, except where the law requires otherwise.

7. Hosting, uptime, and backups

If hosting is included, the order will identify the service, charges, renewal, storage or usage limits, support, backup arrangement, and any service level. Hosting may be provided on infrastructure operated by the supplier or by a third-party provider. No 100% uptime is promised unless an express service level says otherwise. Planned maintenance, provider/network failures, attacks, dependencies, customer actions, and events outside reasonable control may interrupt service. Any stated backup period is a target subject to the selected provider and configuration; the customer should keep independent copies unless managed backups are expressly included.

The customer is responsible for the lawfulness and accuracy of its content, user permissions, domain and account ownership, user-facing notices, and business decisions. The customer must not use hosted services for unlawful activity, infringement, malware, unauthorised access, or material that threatens service security. The supplier may reasonably restrict access to address an urgent security, legal, or abuse risk, and will notify the customer where lawful and practicable.

Overdue undisputed fees may lead to suspension after reasonable notice, except where urgent action is needed to protect people, data, or infrastructure. Data export, suspension, and deletion on termination are addressed below and in the privacy notice; destructive action will not be used as a substitute for lawful debt recovery.

8. Domains and third-party licences

The customer owns and remains responsible for its domain. Mohammed Husnain may purchase, configure, or transfer a domain for an agreed additional fee, but registration terms and renewal charges remain the customer's responsibility. Third-party software, fonts, templates, APIs, hosting, certificates, and licences may carry separate fees and restrictions, which the customer must pay or approve as stated in the quote.

9. Intellectual property and licence

The customer owns its supplied content and domain. Bespoke deliverables and source code are assigned or licensed only as the accepted contract states and only after amounts due are paid. Unless assigned, Mohammed Husnain retains reusable libraries, tools, generic components, know-how, templates, and pre-existing code. Third-party rights are never transferred beyond their licence.

Where permitted by the contract, Mohammed Husnain may identify the work and display screenshots or links in a portfolio or personal website. Confidential information, unreleased work, security-sensitive details, and customer restrictions will be respected.

10. Confidentiality and subcontractors

Each party must take reasonable steps to protect the other's non-public business, technical, personal, and security information and use it only for the engagement. Disclosure is limited to personnel and providers who need it and are subject to appropriate confidentiality obligations, or where disclosure is required by law. The supplier may use specialist providers and subprocessors where reasonably necessary, subject to applicable data-protection requirements. Material subcontracting, additional cost, and any required customer approval will be addressed in the quote or data-processing agreement.

11. Security work and limits

Security services are scoped activities, not a promise that a system will never be compromised. Testing must be authorised, limited to agreed systems, and performed lawfully. Customers must fix risks, apply updates, monitor their systems, and maintain incident procedures unless those tasks are expressly included.

12. Suspension and termination

Either party may terminate on the notice and grounds stated in the order. If no specific process is agreed, a party may terminate for a material breach not remedied within a reasonable period after written notice, or immediately where continued performance would be unlawful or create a serious and unmitigable security risk. The supplier may suspend affected services after reasonable notice for persistent non-payment or material misuse, while taking account of mandatory consumer rights. Charges for completed work and approved, unavoidable commitments up to termination remain payable; prepaid amounts for undelivered work will be refunded to the extent required by the contract and law.

Following termination, the customer should request export promptly. Unless the order states otherwise, a 24-hour export window will be offered where technically and legally practicable. Live customer data is scheduled for deletion within seven days after that window, subject to legal retention, disputes, security records, and lawful instructions; backup copies may persist for up to 30 days or the applicable provider's documented cycle before routine overwrite. A longer legal hold or different agreed schedule will be explained where possible. Domains and third-party accounts will be transferred or closed only as the contract and provider rules permit. Hosting used up to termination remains chargeable.

Neither party is liable for a delay caused by an event beyond its reasonable control, such as a major network or infrastructure failure, natural event, public emergency, industrial action, or government restriction, provided it takes reasonable steps to limit the effect and resumes performance when practicable. If such an event materially prevents the service for an extended period, either party may terminate the affected service on written notice, with charges and refunds adjusted for work performed and services supplied.

13. Liability and consumer protection

The customer is responsible for decisions made using the deliverables, its content, domains, credentials, users, legal notices, backups, and business outcomes. Nothing in these terms excludes liability that cannot lawfully be excluded, including fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or mandatory consumer rights.

Subject to that protection, liability caps, exclusions, remedies, and insurance arrangements must be stated clearly in the project contract and should reflect the fee, risk, customer type, and service. A contract cannot make the customer responsible for losses caused by Mohammed Husnain's own non-excludable breach or negligence.

14. Complaints, notices, and governing law

Service complaints should be sent promptly to [email protected] with the project details and the outcome sought. Formal notices should use the subject Legal Notice HussGB. The parties should first try in good faith to resolve a dispute informally; this does not prevent either party from bringing a claim or exercising a statutory right.

Unless the project contract states otherwise, the engagement is governed by the law of England and Wales, and the courts of England and Wales have jurisdiction, subject to mandatory consumer protections and any right to bring proceedings elsewhere under applicable law. Nothing in these terms limits a consumer's right to use a statutory complaint or alternative-dispute process where available.