Terms and Conditions

1. About Catchlio

Catchlio provides digital services for local businesses. Depending on the service or package purchased, these may include website design, website hosting and maintenance, Google Business Profile support, online business listings, review and reputation tools, content management, lead capture, enquiry management, virtual assistants, automation, WhatsApp-related services, local advertising and other digital services.

The exact services provided to you will be those agreed between you and Catchlio.

Website: catchlio.co.uk
Email: admin@catchlio.co.uk

2. Our Services

We will provide the agreed services with reasonable care and skill.

The precise scope of your service may be set out in an order, proposal, quotation, service description or other written agreement between you and Catchlio.

Unless specifically agreed in writing, services or features not included within the agreed scope may be subject to additional charges.

3. Client Responsibilities

You agree to provide Catchlio with accurate information and any materials, approvals or access reasonably required for us to provide the services.

You are responsible for ensuring that information you provide to us is accurate, lawful and does not infringe the rights of another person or organisation.

You must have the necessary rights or permissions to use any logos, photographs, text, testimonials, trademarks or other materials supplied to Catchlio.

Catchlio will not be responsible for delays caused by a Client failing to provide information, access, materials or approvals when reasonably required.

4. Websites and Digital Services

Catchlio will take reasonable steps to ensure websites and other digital services operate correctly.

However, internet-based services cannot be guaranteed to operate continuously or without interruption.

Websites and services may occasionally become unavailable because of maintenance, software problems, cyber incidents, hosting issues, internet failures, third-party services or other technical circumstances.

Catchlio does not guarantee 100% uptime or uninterrupted availability unless a specific service level has been separately agreed in writing.

5. Third-Party Services

Catchlio may use third-party services to provide elements of its services. These may include hosting providers, domain registrars, WordPress, plugins, email providers, payment providers, artificial intelligence providers, Google services, Meta services, WhatsApp services, analytics providers and other software or technology platforms.

Catchlio does not control the availability, operation or policies of these independent third-party services.

We will take reasonable steps to investigate and resolve issues affecting services we manage. However, Catchlio will not be responsible for a third party’s failure, outage, suspension, change of service, API failure, security incident or discontinuation except to the extent that any loss is caused by Catchlio’s own breach of contract, negligence or failure to exercise reasonable care and skill and liability cannot lawfully be excluded or limited.

6. Hosting, Server and Provider Downtime

From time to time, websites or services may be unavailable because of circumstances including:

• server or hosting provider downtime;
• maintenance;
• domain or DNS problems;
• internet or network failures;
• email provider failures;
• software or plugin failures;
• third-party API failures;
• cyberattacks or malicious activity;
• power or infrastructure failures;
• changes made by external platforms;
• circumstances outside Catchlio’s reasonable control.

Where Catchlio becomes aware of a material issue affecting a service we manage, we will take reasonable steps to investigate it and, where reasonably possible, restore or facilitate restoration of the affected service.

Temporary service interruption does not automatically entitle the Client to compensation.

7. No Guarantee of Business Results

Catchlio provides tools and services intended to improve a business’s digital presence and ability to generate or manage enquiries.

We do not guarantee:

• a particular number of enquiries or leads;
• increased revenue or profit;
• particular Google or search-engine rankings;
• a particular number of website visitors;
• customer conversions;
• advertising performance;
• customer reviews;
• sales or bookings; or
• any particular commercial result.

Business performance depends upon many factors outside Catchlio’s control.

Past performance, examples or case studies should not be regarded as guarantees of future results.

8. Leads and Enquiries

Where Catchlio provides lead-capture or enquiry-management services, we will take reasonable steps to operate those services as described.

However, we cannot guarantee that every enquiry will be successfully transmitted, received, delivered or converted into business.

Clients remain responsible for monitoring their normal communication channels and responding appropriately to customers.

Catchlio is not responsible for the quality, authenticity or commercial value of an enquiry submitted by a third party.

9. Virtual Assistants and Artificial Intelligence

Some Catchlio services may use artificial intelligence or automated technology.

AI-generated responses may occasionally be incomplete, inaccurate or inappropriate.

Catchlio will take reasonable steps to configure systems appropriately but does not guarantee the accuracy of every automated response.

Clients should not rely upon virtual assistants to provide legal, financial, medical or other regulated professional advice.

Where appropriate, important information should be independently checked by the Client.

10. Search Engines and Third-Party Platforms

Catchlio cannot control Google, Meta, search engines, social networks, directories or other third-party platforms.

These organisations may change their algorithms, policies, rankings, features, eligibility criteria or account requirements at any time.

Accordingly, Catchlio cannot guarantee continued rankings, visibility, account availability or access to any particular third-party feature.

11. Advertising

Where Catchlio manages or assists with advertising, advertising spend payable to third-party platforms will be separate from Catchlio’s fees unless otherwise agreed.

Catchlio does not guarantee that advertising will produce a particular number of leads, sales, bookings or financial return.

12. Fees and Payment

Fees will be agreed before services commence.

Services may include:

• one-off setup or project fees;
• monthly recurring fees;
• advertising expenditure;
• third-party costs; and
• additional work requested by the Client.

Recurring services will continue and be charged according to the agreed billing arrangement until cancelled in accordance with the applicable service agreement.

The Client remains responsible for all properly incurred and agreed charges.

13. Changes and Additional Work

Reasonable amendments may be included where specified in the agreed service.

Substantial changes, additional functionality or work outside the original scope may incur additional charges.

Catchlio will inform the Client where additional charges are likely to apply before carrying out material additional work.

14. Intellectual Property and Website Ownership

Unless otherwise agreed in writing:

• Catchlio owns the website itself, including its design, build, code, structure and any bespoke template created for the Client, together with Catchlio’s pre-existing systems, processes, templates, software, methodologies and other intellectual property.
• The Client owns the content supplied by, or created specifically for, the Client’s business, including text, photographs, business information, testimonials and branding elements provided by the Client.

Where the Client’s monthly service ends, ownership of the website and the Client’s right to continue using it are governed by the cancellation and hosting terms set out in the relevant service agreement. In summary, Catchlio retains ownership of the website unless the Client has arranged alternative hosting in accordance with those terms, in which case Catchlio will licence the website to the Client for continued use.

Third-party software, themes, plugins, fonts and other materials remain subject to their respective licences.

15. Backups and Data

Where backups are included within a Catchlio service, we will take reasonable steps to maintain them in accordance with the service provided.

No backup system can be guaranteed to be completely fail-safe.

Clients should retain copies of important original business materials and information supplied to Catchlio.

16. Security

Catchlio will take reasonable measures to protect systems under our management.

However, no website, server or online service can be guaranteed to be completely secure.

Catchlio does not warrant that services will be entirely free from viruses, malicious attacks, hacking attempts or other cybersecurity threats.

Clients must take reasonable steps to protect their own accounts, devices and login credentials.

17. Liability

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, or any other liability that cannot legally be excluded or limited.

Subject to the above, and to the fullest extent permitted by law, Catchlio will not be liable for indirect or consequential loss, or for loss of profit, revenue, anticipated savings, earnings, business, contracts, customers, opportunities, goodwill or data, arising from the use of, inability to use, interruption of, or reliance upon Catchlio’s services, except where such liability cannot lawfully be excluded.

Catchlio will not be liable for losses arising solely from circumstances outside our reasonable control, including third-party hosting failures, internet outages, third-party platform failures, external service interruptions or actions taken by Google, Meta or other independent providers.

Subject to liabilities which cannot lawfully be limited, Catchlio’s total aggregate liability arising from or relating to the services provided to a Client shall not exceed the total fees paid by the Client to Catchlio during the 12 months immediately preceding the event giving rise to the claim.

18. Client Indemnity

The Client is responsible for materials and instructions supplied to Catchlio.

To the extent permitted by law, the Client agrees to reimburse Catchlio for reasonable losses, costs or claims arising directly from unlawful materials or instructions supplied by the Client, including copyright or trademark infringement, provided the loss was not caused by Catchlio’s own negligence or breach.

19. Events Outside Our Reasonable Control

Catchlio will not be responsible for delay or failure to perform an obligation where this results from an event outside our reasonable control.

Such events may include major internet or telecommunications failures, natural disasters, fire, flood, war, civil disturbance, industrial disputes, government action, widespread cyber incidents or significant failure of critical third-party infrastructure.

We will take reasonable steps to minimise disruption where practicable.

20. Suspension of Services

Catchlio may suspend services where reasonably necessary, including where:

• payment is materially overdue;
• continued operation presents a security risk;
• the Client is using a service unlawfully;
• required third-party services are unavailable; or
• continued provision would expose Catchlio or another party to material legal or technical risk.

Where reasonably possible, we will notify the Client before suspension and provide an opportunity to remedy the issue.

21. Cancellation and Termination

Cancellation terms may vary depending upon the service purchased and will be communicated when the service is agreed. For Catchlio’s standard Website Only, Presence, Presence Plus and Ultimate packages, either party may cancel the monthly service by giving 30 days’ notice, with no fixed-term contract and no exit fee, as set out in the Service Agreement. A Bespoke package may include a minimum term, which will be agreed in writing.

Monthly fees paid for a billing period are non-refundable, and no partial refunds are given for any unused part of a billing period. Where notice is given partway through a billing period, the service continues, and remains payable, until the notice period ends.

The setup fee is refundable only if the Client cancels before Catchlio has started work. If work has already started, Catchlio will charge for the time spent at £50 per hour, deduct that charge from the setup fee paid, and refund the difference. The charge will not exceed the setup fee paid. Full details are set out in the relevant service agreement.

Any outstanding fees for work already completed or costs properly incurred remain payable following cancellation.

On termination, third-party services, licences or functionality provided as part of a Catchlio subscription may cease to operate where they depend upon Catchlio continuing to provide or fund those services.

Where a website has been provided as part of the service, ownership of the website and the Client’s right to continue using it following cancellation are governed by Section 14 (Intellectual Property and Website Ownership) and the relevant service agreement.

22. Data Protection

Catchlio will process personal information in accordance with applicable UK data protection law and our Privacy Policy.

Where Catchlio processes personal information on behalf of a Client, our Data Processing Agreement sets out the additional terms that apply, and is incorporated into these Terms by reference.

23. Complaints

If you are unhappy with a Catchlio service, please contact us as soon as possible.

We will acknowledge your complaint promptly, investigate the issue and make reasonable efforts to resolve legitimate problems.

If your complaint relates specifically to how we handle personal data, please see Section 16 (Complaints) of our Privacy Policy, which sets out your specific rights, including your right to complain to the Information Commission.

Email: admin@catchlio.co.uk

24. Changes to These Terms

Catchlio may update these Terms from time to time.

Where a change materially affects an existing paid service, we will provide reasonable notice where appropriate.

The latest version will be available on www.catchlio.co.uk.

25. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in effect.

26. Entire Agreement

These Terms, together with the relevant quotation, proposal, order, service description and any other expressly agreed terms, form the agreement between Catchlio and the Client in relation to the services provided.

27. Governing Law

These Terms are governed by the laws of England and Wales.

The courts of England and Wales will have jurisdiction in relation to disputes arising from these Terms, subject to any mandatory legal rights that apply.

28. Contact

For questions about these Terms, please contact:

Catchlio Ltd
Email: admin@catchlio.co.uk
Website: www.catchlio.co.uk