Title: Terms and Conditions
Version:
1.0
Supersedes:
N/A
Lead with responsibility :
Hello HQ Ltd Data Protection Lead
Ratified Date:
November 2025
Date for Review:
Twelve months from ratification
These terms apply to services supplied by Hello HQ Ltd to business clients unless otherwise agreed in writing.
Any quotation, proposal, statement of work, managed service agreement or other written agreement issued by Hello HQ forms part of these terms. Where there is a conflict, the terms specifically agreed for the individual project or service will take precedence.
Hello HQ will provide the services described in the agreed quotation, proposal, brief, statement of work or managed service agreement.
The client is responsible for ensuring that the agreed scope accurately reflects their requirements before work begins.
Anything not included within the agreed scope is not included in the project or service unless subsequently agreed in writing.
Clients must provide any information, content, approvals, instructions and cooperation reasonably required for Hello HQ to perform the agreed services.
Project timescales and deadlines depend upon the client and any third parties providing these items when required.
Hello HQ will not be responsible for delays, additional costs or inability to complete work caused by missing information, delayed approvals, unavailable third parties, inaccessible systems or circumstances outside our control.
Where a delay or dependency creates additional work, that work may be chargeable at our prevailing development rate.
For security, accountability and insurance reasons, Hello HQ does not ordinarily log into, administer, configure or modify hosting environments, applications, cloud platforms, software services or other technical systems that are not supplied, managed or operationally controlled by Hello HQ.
This includes client-owned or third-party development environments, hosting accounts, application platforms, software-as-a-service accounts, external email delivery systems and other infrastructure over which Hello HQ has no administrative control.
Where a project, migration or integration requires changes within such a system, those changes must be carried out by the client or the relevant third-party provider or developer. They must then provide Hello HQ with any DNS records, configuration information, files or other instructions necessary for us to complete work within systems that we control.
Hello HQ may test the publicly accessible result of a third-party system or integration, but doing so does not constitute acceptance of responsibility for the operation, security, configuration or code of that system.
Hello HQ accepts no responsibility for faults, loss, security incidents, downtime, configuration errors or other issues originating within systems that we do not supply or control.
Any exception to this policy must be expressly agreed by Hello HQ in writing before work begins.
Websites and digital services may depend upon third-party software, APIs, plugins, payment providers, email services, platforms or other external services.
Hello HQ cannot guarantee the continued availability, functionality, pricing or compatibility of third-party services and is not responsible for changes, outages, restrictions or discontinuation imposed by their providers.
Where a client independently selects or supplies a third-party service, responsibility for maintaining the relevant account, subscription, licence and contractual relationship remains with the client.
Requests falling outside the original project scope or agreed service allowance will be treated as additional work and charged separately.
Where practical, Hello HQ will advise the client before undertaking material additional work.
Changes to an agreed brief, functionality, specification or deadline may also affect the original delivery timetable.
Unless otherwise agreed in writing, development, technical and additional work outside an agreed service allowance is charged at the prevailing Hello HQ hourly rate.
The current development rate is £53 + VAT per hour.
Time estimates are provided in good faith but are estimates rather than fixed quotations unless expressly stated otherwise.
Managed services continue at the agreed recurring rate until terminated in accordance with the applicable agreement.
Unless another notice period has been specifically agreed, clients must provide at least 30 days’ written notice to terminate a managed service.
Termination of a managed service does not automatically include continued hosting, domain management, software licensing, maintenance or technical support.
Hosting, domain registration, DNS management and related services are provided only for the period for which they have been agreed and paid.
At the end of a managed service or other agreement, continued hosting, domain management and related services will be chargeable unless otherwise agreed.
Domains registered for or on behalf of a client will be administered in accordance with the applicable registration arrangements and any outstanding balances.
Hello HQ provides technical support in accordance with the service or agreement purchased by the client.
Critical service issues may be investigated outside normal working hours where appropriate, but no guaranteed 24-hour support, response time or resolution time is provided unless expressly included within a written service agreement.
Non-urgent changes and support requests are completed according to the applicable service level and current workload.
Where a managed service includes an allowance of development or revision time, unused allowance does not roll over unless expressly agreed otherwise.
Any delivery date or timescale provided by Hello HQ is based on the information and dependencies known at the time.
Dates may change where the client changes the scope, delays feedback or approval, fails to provide required materials or access, or where delivery depends upon third parties or circumstances beyond Hello HQ’s control.
Hello HQ is not liable for losses arising from a reasonable change to a project or migration timetable.
Hello HQ delivers websites, systems and services based on the agreed brief and specifications.
We do not warrant that a website or system will meet requirements that were not disclosed or included within the agreed scope.
We do not guarantee uninterrupted or error-free operation of the internet, third-party services, software or infrastructure outside our control.
Subject to any liability that cannot legally be excluded or restricted, Hello HQ’s total liability arising from a particular service, project or event will not exceed the amount paid by the client to Hello HQ for the service giving rise to the claim.
Hello HQ will not be liable for indirect or consequential loss, loss of profit, loss of revenue, loss of opportunity or loss caused by third-party systems or services outside our control.
Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
Where backups are included within a hosting or managed service, Hello HQ will maintain backups in accordance with the applicable service arrangements.
Backups are maintained as a resilience measure and should not be treated as an unlimited archive or permanent storage service.
Clients with business-critical information are responsible for maintaining any additional independent copies required for their own business continuity or regulatory obligations.
Clients outside a managed service may request a backup or archive copy subject to an administrative or development charge.
Unless otherwise agreed, no ongoing technical support is included once a backup has been supplied for use outside Hello HQ infrastructure.
Hello HQ handles personal data in accordance with applicable UK data protection law.
The respective responsibilities of Hello HQ and the client depend upon whether each party is acting as a controller or processor for the relevant processing activity.
Where Hello HQ processes personal data on behalf of a client, the processing will be subject to the applicable data-processing terms and documented instructions.
Clients remain responsible for determining the lawful basis and purposes for which their business collects and uses personal data, the accuracy of information supplied to Hello HQ and the content of their privacy notices and policies.
Each party remains responsible for its own legal and regulatory obligations.
Hello HQ may provide or deploy template privacy wording, cookie information or similar website content as part of a project.
Such material is provided for general operational purposes and does not constitute legal advice or a guarantee of legal or regulatory compliance.
The client is responsible for ensuring that privacy policies, terms, regulatory notices and other legal information accurately reflect their organisation and activities and should obtain professional legal advice where required.
All intellectual property rights in website designs, code, content and other original materials created by Hello HQ remain the property of Hello HQ until all amounts due for the relevant project have been paid in full.
Following full payment, ownership of bespoke deliverables created specifically for the client transfers to the client unless otherwise agreed.
Third-party assets, software, fonts, stock imagery, plugins, libraries and other licensed materials remain subject to the licence terms of their respective owners and are not transferred to the client beyond the rights granted by those licences.
Reuse or resale of Hello HQ work for unrelated projects is not permitted without written agreement.
The client is responsible for ensuring that any text, imagery, video, trademarks, data, software or other materials supplied to Hello HQ can lawfully be used for the project.
Hello HQ accepts no responsibility for copyright, trademark, privacy or other claims arising from materials supplied or instructed for use by the client.
Deposits and staged payments reflect reserved development capacity, work completed and costs committed to the project.
Where a client cancels a project after work has begun, all completed work, committed third-party costs and other amounts properly due up to the date of cancellation must be paid.
Any entitlement to a refund will be determined according to the work completed, costs incurred and the specific project agreement.
Contracted Clients
5 days overdue – Services may be temporarily suspended without further notice.
10 days overdue – Services may be permanently suspended and the full outstanding balance becomes immediately payable.
28 days overdue – Associated data may be permanently deleted where legally and technically permissible. Debt recovery proceedings may also be commenced.
Non-Contracted Clients
14 days overdue – Services may be temporarily suspended without further notice.
28 days overdue – Services may be permanently suspended and the full outstanding balance becomes immediately payable.
90 days overdue – Associated data may be permanently deleted where legally and technically permissible. Debt recovery proceedings may also be commenced.
Late Payment
Where applicable to a qualifying commercial debt, Hello HQ reserves the right to charge statutory interest and recover any statutory compensation and reasonable recovery costs available under late-payment legislation.
Reinstatement of a service following suspension may incur an administrative or technical charge.
Suspension or removal of services due to non-payment does not cancel an existing agreement or relieve the client of their payment obligations.
Recurring charges will continue during a period of suspension unless the agreement itself has been validly terminated or Hello HQ agrees otherwise in writing.
All outstanding balances must be paid before any transfer, migration or handover that requires additional work by Hello HQ.
Following termination or disconnection, clients must provide any required migration or data-retention instructions promptly.
Unless another retention period has been agreed or is required by law, Hello HQ may permanently delete client data remaining on its infrastructure after 30 days following termination or disconnection.
Deletion may make subsequent recovery impossible.
Where a client chooses to move away from Hello HQ and their account is in good standing, Hello HQ will provide reasonable assistance with migration, including the provision of website files, appropriate access information and domain-transfer assistance where applicable.
Migration and handover work is subject to availability and may be charged according to the time required.
Hello HQ is not required to access, configure or administer the client’s new provider or other external systems as part of a migration.
Clients moving away from Hello HQ must purchase and manage any software licences, hosting, subscriptions or other services required by their new environment.
Once a website, system or service has left Hello HQ infrastructure, Hello HQ accepts no responsibility for its subsequent operation, security, configuration or compatibility.
Where services are terminated by Hello HQ because of material breach or non-payment, additional migration assistance or technical support may be refused until all outstanding amounts have been paid.
Following migration away from Hello HQ, the client and their new provider are responsible for identifying and removing or replacing any Hello HQ email addresses, user accounts, credentials, integrations, monitoring addresses or other Hello HQ details remaining within the migrated system.
This includes contact forms, e-commerce notifications, administrative accounts, system alerts and third-party integrations.
Hello HQ is not responsible for communications or system notifications generated by a client’s system after it has been handed over or migrated away from Hello HQ, except where caused by an act or omission by Hello HQ after handover.
Search-engine optimisation does not guarantee any particular position, ranking, traffic level, enquiry volume or commercial result.
Search performance is affected by search-engine algorithms, competition, website changes and other factors outside Hello HQ’s control.
Any timescale discussed for SEO performance is an estimate only.
Hello HQ will not be responsible for failure or delay caused by events outside our reasonable control, including significant infrastructure failures, telecommunications outages, power failures, natural disasters, industrial action, acts of government or widespread failure of third-party services.
Hello HQ may occasionally offer promotions, discounts or web-design vouchers.
Individual promotions and competitions may have additional terms, eligibility requirements or service commitments which will be published or supplied at the time.
Hello HQ may amend or withdraw a promotion before acceptance where reasonably necessary.
The Hello HQ website may contain links to websites or services operated by third parties.
Hello HQ is not responsible for the content, availability, privacy practices or services of third-party websites that we do not operate or control.
Hello HQ may update these terms from time to time.
Material changes affecting an ongoing service will be communicated where appropriate. Changes will not retrospectively alter a separately agreed fixed project scope or commercial agreement unless both parties agree or the change is required by law.
Continued use or renewal of services following notification of revised terms may constitute acceptance of the updated terms where legally permitted.
These terms and any dispute arising from them are governed by the laws of England and Wales.
The courts of England and Wales will have jurisdiction over disputes arising in connection with these terms, subject to any mandatory legal rights that apply.
Choose your options below, and the calculator will provide your precise monthly costs. What you see here is exactly what you’ll pay with no hidden fees or unexpected charges.
