Terms and Conditions

It is our intention to provide a flexible and common sense approach to the service we provide to our clients. In all respects we will endeavour to adopt a fair and reasonable approach. The following terms and conditions are intended to provide clarity for our clients and should be read in conjunction with the T&Cs of your signed order form. Please contact us if you would like to discuss any aspect of our terms and conditions.


Payment and Charges

Website initial fees are payable on order and monthly payments start 28 days after order (except if the delay is due to Activ).

Website annual renewal payments (clients not paying monthly)

Clients will be invoiced 28 days prior to expiry with 14 days for payment. Payment needs to be made within this time in order for administration of the renewal to be completed prior to expiry of the website.

IMPORTANT: If a renewal payment has not been received within the above timescales, the website will be set offline. The website may also be removed by the hosting provider and any email facilities provided by Activ will be removed and the domain name (if registered by Activ) may also become available for registration for another individual or business. Registrars may also charge a redemption fee to restore a domain for a client. The cost to restore or redevelop the website will be the responsibility of the client and may be as much as the original development cost.

Monthly Payments

Some payment plans are for a minimum contract period specified in the order.

After this period is complete, clients can continue with their package on a pay monthly basis for the agreed monthly fee. One month’s notice of cancellation is required.

If a monthly payment is not received, Activ reserve the right to withdraw their website or other services.

Payments must be made via the Go Cardless Direct Debit system.

Invoices will be issued each month and the payments collected automatically via Go Cardless – Go Cardless will issue notifications when payments are due to be taken.

Other Charges

Any adhoc development is charged at an hourly rate (currently £50*). Quotations for specific work can be provided.

Any additional charges will be identified to the client before work is undertaken.

Cancellation of Services

Websites launched prior to June 2020

If you want to move to another supplier, then it will be their responsibility to setup the website and copy any material required from the existing Activ site before the hosting expires. They will be responsible for supplying you with a content management system to manage your website going forward.

Websites launched from June 2020 onwards (WordPress Managed Environment)

In the event that at some point in the future you wish to no longer use Activ for your website and marketing requirements, you are fully entitled to take with you all of the files that make up your website.

If you require, Activ can provide you with an entire backup of your site along with its database and any commercial plugins that have been used to make your site function at a service cost of £100* for the developer time.

Backups are created in various formats by different backup methods, and our backup method may change over time, however you can rest assured that whenever you receive a backup of your site, we will inform you as to what software is required to restore that backup onto a new server. It will of course be up to you, or your new provider to actually carry out that restore.

It is also important to understand that there may also be paid, or ‘professional’ plugins used in your website to create looks or functionalities therein. You, or your new provider may need to purchase new licenses to ensure that those plugins work, and that all of the functionality is the same with your site at its new home.

In addition, Activ may use proprietary, or private plugins to create certain features or functionalities on your website, which would not be able to be migrated to a new provider. The new provider would then need to find an alternative solution to recreate these functionalities or features in their own environment.

Search Engine Optimisation / Social Media Management

Packages are subject to a minimum contract period of 12 months followed by 1 month’s notice thereafter
(nb except SEO Energiser which is 3 months as stated)



Content Provision

It is the client’s responsibility to provide all content for the website in an electronic format ready for implementation on the website. Content required will have been agreed prior to the development and may include words, images, PDF documents, logos, graphics, links to videos or other websites. Content should be in a format ready for use on the website. Additional work to prepare content e.g. type or edit content, scan or edit images, download content etc. should be agreed in advance and may incur additional charges.

Any significant changes to content after it has been provided which leads to redesign or redevelopment of website pages may incur additional charges.


Our starter website package is limited to 3 pages which will typically provide details on the business, the products & services offered and contact details ‘ enquiry form. Clients will need to upgrade to a full brochure package to add additional pages.

There is no arbitrary limit on the number of pages for a business website but the website package is designed to provide everything a typical business needs and would normally be around 7 to 10 pages. If there is a specific business requirement that needs more pages e.g. multiple location or contact pages, then there will be additional charges. We will discuss the size and scope of your website prior to ordering and if additional pages / functions are needed, this will be included in our quotation. If significant additional page requirements are identified later when the content is supplied then there is also likely to be an additional charge.

Additional pages added to the website after the site is live will normally be chargeable unless specifically agreed prior to the development e.g. testimonials for new businesses.

Online shops will be developed with all the main shop categories setup and a sample of products added to the site – uploads from suitably formatted data can be agreed as part of the work. Other pages will be developed as per a brochure site above.

Added Functionality / Bespoke Work

Functionality or features that are not included in the standard packages will be charged in addition. These will either be included at a fixed rate or at a price following quotation. The requirements for the bespoke work will be agreed in advance and any changes to the requirements at a later stage are likely to lead to increased costs.

If the functionality incurs additional software licence costs then this will be added to the monthly charge as these costs are recurring to ensure ongoing support for the latest version of the software.


Stock Images

Clients can provide their own images for use on the website. If Activ supply images then Activ charge for additional work to acquire images for a client and not for the purchase of the image.

Stock Images that Activ provide are licensed to Activ to use on your site as they can’t be purchased in your name. So if you want to license the images to yourself then you need to purchase the images yourself on your own account. Clients can purchases images from any reputable stock image site and supply these as part of their web content.

Website Approval

Once content has been provided, an initial design of the site will be created showing the header, navigation and some page content in the style to be used for the rest of the website. The client will be given the opportunity to approve the general design and amendments will be made, if necessary, for further approval prior to the development of the rest of the site using the approved design.

When all pages have been developed using the content provided, the client will have the opportunity to review again. Significant changes to the design at this stage may incur additional charges. Minor changes to content will be accommodated but any significant changes to content leading to redesign or redevelopment of website pages may incur additional charges.

The client is responsible for the accuracy of all information on the website and the functioning of the website to their requirements including links, contact forms, email etc.  They should check prior to the site going live and once live. Activ will correct any errors or functional issues.

Small changes and additions to the site once the site is live will be provided as part of the support and maintenance service described below.

Content Management

Our business sites and ecommerce sites include content management to edit and add content. In addition, eCommerce sites provide the ability to manage the online shop. Clients also benefit from the maintenance service as described below.

There is no content management for the 3 page start up website package and clients will need to upgrade to benefit from other content management features.

Ongoing Managed Hosting

Activ will provide the hosting for your website in a managed software environment which will include the security, backup and software updates to keep your site running. We will advise when the site requires upgrading to meet any new software/technology requirements and will support you in upgrading the site as required.

Maintenance, Support and Advice Service

Our ongoing service includes advice on the use of your website, its future development and general online marketing; provided by phone or email. Minor changes to your website will be provided including changes to images, minor amendments to existing content such as prices or services listed, or adding a testimonial. This is not an exhaustive list and typically any changes that can be done in 5 to 10 mins should be accommodated. Redesign, development of new pages or added functionality is not included in support and maintenance. Onsite visits, support or training is not included in this service.

Any regular or scheduled content updates are not included unless agreed when the website order was completed.  This includes adding news or blog articles – the content management provides an easy to use function for this and Activ will provide support where necessary.

Online shop packages include up to 2 hours on site training for the client after launch of the website to enable the client to edit and update their shop items and run their online shop. Further onsite training for the client or other client representatives will be chargeable at the current rate of £50* per hour.

If Activ host a client’s emails then support is provided in the use of the browser access to emails and issues relating to the provision of the email service. We will provide information on the settings required by other email programs and devices such as phones but we do not provide additional support for these services and clients may need to need to refer to an IT specialist if they require further support for issues relating to these.

Enhanced support or maintenance packages can be agreed in advance or provided on an ad hoc basis. Additional development work is charged at £50* an hour or by quotation for bespoke functionality.


Search Engine Optimisation

Depending on the objectives for the client’s website, the website will be developed based on the main search engine marketing terms agreed with the client. No guarantees can be provided in relation to potential search engine rankings due to the impact of competition or potential future changes to Google and other search engine indexing methods.

Further onsite optimisation for keywords and locations can be undertaken at an additional charge. Offsite search engine optimisation and online marketing services are also available – see our Search Engine Optimisation Services for details.


Last Updated: 01/07/2021


* all prices quoted in the T&Cs are subject to VAT at current rate – prices are subject to change and should be checked prior to requesting work.

NOTE: These terms and conditions relate to the services provided by Mark Rouvray, Activ Digital Marketing Kingston and should be read in conjunction with the terms on the Activ order form. The term Activ is used for the business of Activ Digital Marketing Kingston.

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