Terms of Service

The agreement between you and Web Robin for website plans, add-ons and domains.

Last updated 13 November 2026Version 1.0 (draft)

Draft for review. This wording is a starting point written from your business details. Have it checked by a UK solicitor before the site goes live.

1.About these terms

1.1These terms apply when you buy a website plan, add-on or domain from Websterz Ltd (trading as Web Robin), a company registered in England and Wales with company number 16232323, whose registered office is at 71-75 Shelton Street, Covent Garden, London WC2H 9JQ. In these terms "we", "us" and "our" mean Websterz Ltd, and "you" means the business or person who places the order.
1.2By placing an order or ticking the box at checkout you agree to these terms, our Acceptable Use Policy, our Cancellation and Refund Policy and our Support and Service Levels. If anything in those documents conflicts with these terms, these terms apply.
1.3Our website plans are designed for businesses, sole traders, charities and clubs. If you are buying as a consumer for personal use, you also have the legal rights set out in clause 13, and nothing in these terms affects them.
1.4You must be at least 18 and able to enter into a contract to place an order.

2.What a website plan includes

2.1Each plan (Starter, Business or Pro) includes the design and build of your website, hosting, an SSL certificate, daily backups, the number of pages and email accounts listed for that plan, and one .co.uk or .uk domain name registered in your name.
2.2The plan details on our Website Plans page at the time you order form part of these terms. These include page limits, storage, email accounts, design rounds and monthly change time.
2.3Standard pages are Home, Services, About and Contact. You can choose other pages up to your plan's page limit.
2.4Websites are built by us using our own templates, components and tools. We decide the technical method used to build and host your website.
2.5Hosting is provided as part of the plan and is not sold separately. You do not get direct access to the server or hosting control panel, and we manage it for you through your client area.

3.What you need to give us

3.1You agree to send us your logo, text, photos, prices, opening hours and any other details we need ("your content") through the brief form in your client area.
3.2Our timescales start when we have all of your content. If we have not received your content within 60 days of your order, we may build a starter version of your website using your business name and placeholder text, which you can update later using your change time.
3.3You confirm that you own your content or have permission to use it, and that it is accurate and lawful. You are responsible for checking the facts, prices and claims on your website.
3.4You give us permission to copy, edit, resize and publish your content for the purpose of providing your website, and to list your business name and a screenshot of your website in our portfolio. You can ask us to remove you from our portfolio at any time.
3.5Where we supply stock photos or icons, we use images that are licensed for commercial use. The licence covers use on your website only.

4.Design, review and launch

4.1We aim to send your first design within 7 working days of receiving all of your content.
4.2Your plan includes 2 rounds of design changes before launch. A round is one list of changes sent together. Further rounds before launch use your monthly change time, or we will quote for them before starting.
4.3You approve the design in your client area. Once you approve it, or if we have not heard from you for 30 days after sending a design, we may publish the website.
4.4Large changes in direction after the second round, such as a new layout or new set of pages, may be treated as a new design and quoted separately.

5.Changes after launch

5.1Business plans include 30 minutes and Pro plans include 1 hour of changes each month. Starter plans do not include change time, but you can buy the Content updates add-on or ask us for a quote.
5.2Change time covers edits to text, photos, prices, opening hours and similar content. New pages, new features and redesigns are not covered and may be quoted separately.
5.3We record time in 15-minute blocks against each request. Unused change time does not roll over to the next month and has no cash value.
5.4You send change requests through your client area. Response times are set out in our Support and Service Levels.

6.Add-ons

6.1Add-ons are charged monthly unless they are marked as one-off. You can add or remove monthly add-ons from your client area, and the change applies from your next invoice.
6.2The WhatsApp chat button is a one-off charge of £1. It is added to your next invoice and is not refunded if you remove the button later.
6.3Advanced SEO covers research, optimisation and tracking for up to 5 target keywords that we agree with you. You can change your chosen keywords once a month.
6.4Extra SEO keywords can only be bought while Advanced SEO is active, and are charged per keyword each month. If Advanced SEO is cancelled, any extra keywords are cancelled with it.
6.5SEO work follows Google's published guidelines. Search engines decide rankings, so we do not guarantee any ranking, traffic or number of enquiries.
6.6Basic SEO, Monthly visitor reports and Priority support are included in some plans as shown on the Website Plans page. Included add-ons end if you move to a plan that does not include them.

7.Prices and payment

7.1You pay a one-off setup fee and the first month in advance when you order. After that, your plan and monthly add-ons are billed every month in advance on the same date.
7.2We take payment by debit or credit card, or by PayPal. By saving a card or PayPal account you authorise us to charge it automatically for each invoice on its due date, including one-off charges you have agreed to. You can remove a saved card or PayPal account at any time in your client area.
7.3All prices are in pounds sterling. We are not currently registered for VAT, so no VAT is charged. If we become VAT registered, we will give you at least 30 days' notice before adding VAT to your invoices.
7.4We may change our prices by giving you at least 30 days' notice by email. If you do not accept a price change, you may cancel before it takes effect without paying the new price.
7.5Domain renewals for the domain included in your plan are covered by your plan for as long as your plan is active. Extra domains are billed yearly at the price shown when you renew.

8.Late payment and suspension

8.1If a payment fails we will email you and try again. You can pay any unpaid invoice from your client area.
8.2If an invoice is still unpaid 14 days after its due date, we may suspend your website and email. Your website will show a holding page and email will stop being delivered.
8.3If an invoice is still unpaid 30 days after its due date, we may end your plan under clause 11. Your domain name stays yours.
8.4We may charge a reconnection fee of £10 to restore a suspended website. We may also claim interest and recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998.

9.Who owns what

9.1You own your content, your business name and logo, and your domain name.
9.2We own the design, layout, code, templates and files that make up your website (the "website files"). While your plan is active, you have a licence to use your website.
9.3If you leave, you can buy the website files for a one-off buy-out fee: £150 for Starter, £250 for Business or £350 for Pro. Once paid, we send you a copy of the files and ownership of that copy passes to you.
9.4The buy-out does not include our tools, the client area, hosting, email accounts, licensed stock images that cannot be transferred, or any third-party software. We will tell you if any images need replacing.
9.5If you do not buy out your website, we remove it at the end of your plan and may reuse our general designs and templates for other customers. We never reuse your content.

10.Domains

10.1The domain included in your plan is registered in your name, or your business name, through our registrar partner. You must give us accurate contact details for the domain register and keep them up to date.
10.2Domain registrations are also subject to the rules of the registry for that domain, such as Nominet for .uk domains.
10.3You can transfer your domain to another provider at any time. We will provide the authorisation code or change the IPS tag free of charge, as long as there are no unpaid invoices for that domain.
10.4If your plan ends, the domain stays registered in your name until its expiry date. You are then responsible for renewing it.

11.Cancelling and ending your plan

11.1There is no minimum term. You can cancel a plan or add-on at any time by giving 30 days' notice from your client area. Your plan ends at the end of the billing period after the notice period.
11.2Setup fees and payments for months already started are not refundable, except as set out in our Cancellation and Refund Policy or where the law requires.
11.3We may end your plan with 30 days' notice for any reason, and we will refund any amount paid for the period after it ends.
11.4We may suspend or end your plan straight away if you seriously or repeatedly break these terms or our Acceptable Use Policy, if your website puts our systems or other customers at risk, or if required by law.
11.5When your plan ends, your website and email accounts are taken offline. We keep a backup for 30 days, during which you can restart your plan or buy out your website. After 30 days we delete it permanently.

12.Backups, availability and security

12.1We take daily backups of each website and keep them for at least 14 days. Backups are for our own recovery use. If you need an older version of your site restored because of your own change, we may charge for the time involved.
12.2We aim to keep websites available 99.9% of the time each month, not counting planned maintenance. We will try to schedule planned maintenance outside UK business hours.
12.3You must keep your client area password and email passwords secure and tell us straight away if you think someone has accessed your account.
12.4Email accounts have the storage limit shown in your plan. We may limit sending to protect our servers from spam, as described in the Acceptable Use Policy.

13.Your legal rights if you are a consumer

13.1If you are a consumer, you have 14 days from the day of your order to cancel and get a full refund (the cooling-off period).
13.2If you ask us to start work during the cooling-off period and then cancel, we may deduct a fair amount for the work already done, and the setup fee is not refunded once your design has been sent.
13.3Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015.

14.Our responsibility to you

14.1We will provide the services with reasonable care and skill.
14.2We are not responsible for losses caused by things outside our reasonable control, such as power or internet failures, attacks on the wider internet, or failures by third-party suppliers.
14.3If you are a business, we are not responsible for loss of profit, sales, business, data or goodwill, or for any indirect loss.
14.4If you are a business, our total liability to you in any 12-month period is limited to the total amount you paid us in that period.
14.5Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.

15.Your personal data and your visitors' data

15.1We use your personal data as described in our Privacy Policy.
15.2When we host your website and email, we process personal data about your visitors and customers on your behalf. We do this as a data processor under UK GDPR, following your instructions and keeping that data secure. You are the data controller for that data.
15.3You are responsible for having a privacy policy and cookie notice on your website that is suitable for your business. The Cookie banner and privacy policy add-on can help with this.

16.General

16.1We may update these terms. We will email you at least 30 days before a change that affects you, unless it is required by law sooner. If you do not accept the change, you can cancel before it applies.
16.2We may use trusted suppliers to provide parts of the service, such as hosting, domain registration and payments. We remain responsible for the service we provide to you.
16.3You may not transfer your plan to someone else without our agreement. We may transfer our rights to another business, and we will tell you if we do.
16.4If a court decides that part of these terms cannot be enforced, the rest of the terms still apply.
16.5These terms are governed by the law of England and Wales. Disputes will be dealt with by the courts of England and Wales, though if you are a consumer living in Scotland or Northern Ireland you can also bring a claim in your local courts.

17.Contact us

17.1You can contact us through your client area, by email at support@webrobin.co.uk, or by post at Websterz Ltd, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ.
17.2If you have a complaint, please tell us and we will reply within 5 working days.