Client Services Agreement

Last updated: 8 October 2026

This agreement is between Elaine Roselle Ltd (Company No. 16275681, registered in England & Wales, registered office 128 City Road, London, EC1V 2NX), trading as “Small Business Websites by Elaine Roselle” (“we”, “us”), and you, the person or business booking a website (“client”, “you”).

You agree to it when you pay your deposit, and confirm it by ticking the box on your kickoff brief before work starts. Please read it before you pay. If anything is unclear, email hello@elaineroselle.com before you pay.

1. Who this agreement is for

• A business client is anyone booking for their trade, business, craft or profession, including sole traders and personal brands.
• A consumer is an individual booking mainly for personal purposes, not for a business.

Most of this agreement applies to everyone. Where a section treats business clients and consumers differently, it says so. Nothing in this agreement takes away rights a consumer has by law.

This agreement and your order make up the whole contract between us. Your order is the package you booked at checkout, or the package, price and note in our approval email if we agreed something different in writing. If they conflict, the order wins.

2. What you get

Each package is a fixed-scope website build. Page counts include Home and Contact.

Anything not listed, such as extra pages, ongoing content updates or paid advertising, isn’t included. We can quote for it separately.

3. Price and payment

• Prices: Launch Ready £260, Get Found £370, Full Setup £560, unless your order states a different package or price.
• Deposit: 50% of the price, paid by card at checkout when you book. Work doesn’t start until it’s paid.
• Balance: the other 50%, due on receipt of our balance request, which we send once your site is ready to launch.
• Launch and handoff wait for payment. We make the site live, hand over your accounts, and ownership passes to you (Section 10) once the balance is paid.
• Payments are taken by Stripe. We never see or store your full card details.
• Business clients: if the balance is paid late, we may claim interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.

4. Timeline

The delivery time for your package starts on the next full business day once we have both your deposit and everything we need from you: text, images, and your logo if you have one. Delays in sending content or feedback extend the timeline by the same amount. That isn’t a missed deadline on our part.

5. Revisions and sign-off

• A revision round is one set of changes you send us together, in one message, about the draft we’ve shown you. Your package’s number of rounds is in Section 2.
• Changes outside the agreed scope, such as a different structure or extra pages, aren’t revisions. We’ll quote for them separately.
• Please check the site carefully before launch. Launch counts as your sign-off that the site matches what we agreed.

6. If you go quiet

If we’re waiting on content or feedback from you and hear nothing for 30 days after we’ve sent you a reminder, we’ll close the project. We keep the deposit to cover the work already done. If you’d like to restart later, we’ll quote for it.

7. Cancellation and refunds

Consumers: your 14-day right to cancel

If you’re a consumer, you can cancel within 14 days of paying your deposit, without giving a reason.

When you tick the box on your kickoff brief, you ask us to start work straight away, inside those 14 days. If you then cancel within the 14 days, we’ll refund your deposit minus a fair amount for the work we’ve already done. If you’d rather we waited until the 14 days are over, email us at hello@elaineroselle.com before sending your brief, and we’ll arrange it.

To cancel, email hello@elaineroselle.com, before the 14 days end, with a clear statement such as the model form below. We’ll refund you within 14 days of hearing from you, to the card you paid with.

Model cancellation form To: Elaine Roselle Ltd, 128 City Road, London, EC1V 2NX, hello@elaineroselle.com I hereby give notice that I cancel my contract for the following service: [package name], ordered on [date]. Name: [your name] Address: [your address] Date: [date]

Business clients

• If you cancel before work begins, we refund your deposit in full.
• If you cancel after work has begun, the deposit isn’t refundable, because it covers work already done.

Everyone

If we fail to deliver within the agreed timeline for reasons within our control, you can ask for a full refund of what you’ve paid.

8. Your content

You agree to give us accurate, complete content on time, and you confirm you have the right to use everything you send us: text, images, logos and anything else.

Business clients also agree to cover our losses and reasonable costs if someone makes a claim against us because content you supplied infringes their rights.

9. Your accounts, hosting and other services

• How your site is built: by default, as a static website built with Astro, hosted on Cloudflare Pages, with its code in a GitHub repository and its content editable through Decap CMS. If your site needs a different setup, we’ll confirm it in our approval email before work starts, and that setup becomes part of your order.
• You own every account your site runs on: domain name, hosting, code repository, content editor (CMS) login, and any form or email tools. We set them up in your name, or transfer them to you at handoff.
• After handoff we keep no access to your accounts, unless we agree otherwise in writing.
• You pay any fees those services charge, such as domain renewals.
• We aren’t responsible for outages, price changes, or changes to how third-party services work, including your domain registrar, host, Google, or Stripe.

10. Ownership and our portfolio

• Once you’ve paid in full, you own the final website content and design we built for you.
• We keep ownership of our own tools, templates and reusable code. You get a permanent licence to use, change and build on any of it that’s part of your site.
• Fonts, stock images and other third-party material stay under their own licences.
• We may show your site in our portfolio and marketing. If you’d rather we didn’t, email us and we’ll take it down.

11. Aftercare

For 14 days after launch, we’ll fix anything that’s broken or doesn’t match what we agreed, at no extra cost. After that, or for anything new, we’ll quote separately.

Aftercare doesn’t cover problems caused by changes you, or tools you use, make after handoff.

12. Your data

Any personal data we see while building your site is used only to build it, and is handled as our Privacy Policy describes.

13. Liability

• Business clients: we aren’t liable for indirect or consequential losses, such as lost business or lost profits. Our total liability for any claim is limited to the amount you paid us for the service.
• Consumers: we must provide the service with reasonable care and skill, as described in this agreement. If we don’t, you have legal rights, such as asking us to put it right or, in some cases, to give you some money back. Nothing in this agreement affects those rights.
• Everyone: nothing in this agreement limits liability that can’t be limited under UK law, such as for fraud, or for death or personal injury caused by negligence.

14. No outcome guarantee

We build your site to the agreed scope and to a professional standard. We don’t guarantee particular business results, such as a number of calls, bookings or search rankings. See our Disclaimer for more.

15. Pausing or ending the agreement

• We may pause work if a payment is overdue, and restart once it’s paid.
• Either of us can end this agreement by email if the other seriously breaks it and doesn’t put it right within 14 days of being asked.
• If the agreement ends, you pay for work done up to that point, and Sections 8, 10 and 13 still apply.

16. General

• Events outside our control: neither of us is responsible for delays caused by things outside our reasonable control, such as illness, a major outage or a natural disaster. We’ll tell you as soon as possible and agree a new timeline.
• Changes: any change to this agreement or your order must be agreed in writing. Email counts.
• Notices: we’ll contact you at the email address you gave us. You can contact us at hello@elaineroselle.com.
• Transfer: you can’t transfer this agreement to someone else without our agreement.
• If any part of this agreement can’t be enforced, the rest still applies.

17. Complaints and the law

If you’re unhappy with anything, please email hello@elaineroselle.com first. We’ll reply and try to put it right.

This agreement is governed by the law of England and Wales, and disputes go to its courts. If you’re a consumer living in Scotland or Northern Ireland, you can also bring a claim in your local courts.

18. Contact

Elaine Roselle Ltd, 128 City Road, London, EC1V 2NX hello@elaineroselle.com