Catchlio Service Agreement

1. Agreement and Terms and Conditions

This Service Agreement applies in addition to Catchlio’s standard Terms and Conditions, which form part of the agreement between Catchlio and the Client.

The Terms and Conditions can be viewed at: https://catchlio.co.uk/terms-and-conditions/

By completing the Catchlio Sign Up form or paying the setup fee, the Client confirms that they have been given the opportunity to read and accept both this Service Agreement and Catchlio’s standard Terms and Conditions.

If there is any conflict between this Service Agreement and the standard Terms and Conditions regarding the specific package, services, pricing, payment, ownership or liability arrangements agreed with the Client, this Service Agreement will take priority. For all other matters, Catchlio’s standard Terms and Conditions will apply.

2. Services

Catchlio will provide the services included within the package selected by the Client.

All packages also include one domain name (.co.uk or .com, subject to availability), with domain renewals included for as long as the Client remains with Catchlio, and the ongoing maintenance of the website, including WordPress core, plugin and security updates and regular backups.

Included website update time covers minor changes to the existing website, such as text, images, opening hours, contact details and links. Unused update time does not roll over to the following month. New pages, redesigns and extra functionality are quoted separately before any work is carried out.

The initial website build includes two rounds of revisions after the first preview is sent. Further changes are treated as update requests under the Client’s package, or quoted separately.

The Client may upgrade or downgrade their package by contacting Catchlio. Changes take effect from the Client’s next billing date.

3. Setup Fee and Payment

The applicable setup fee is payable before work begins. The first monthly payment will be due 30 days after the setup fee has been paid. Further monthly payments will then be due on the same date each month thereafter.

The monthly service operates on a rolling monthly basis. Payments are processed securely through Catchlio’s payment partner, Stripe. The Client is responsible for ensuring payments are made when due.

4. Cancellation

Either Catchlio or the Client may cancel the monthly service by providing 30 days’ notice. For the standard Website Only, Presence, Presence Plus and Ultimate packages, there is no fixed-term contract and no exit fee payable by either party. A Bespoke package may include a minimum term, in which case it will be set out in the written agreement for that package.

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

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. Work is treated as started once Catchlio has begun any work on the Client’s package, such as design, build, content or account setup.

The Client remains responsible for any other fees already due, costs already agreed or work completed before the service ends.

Cancellation requests should be sent to admin@catchlio.co.uk.

5. Website Ownership and Hosting Following Cancellation

Websites provided through Catchlio are hosted as part of the Client’s monthly service. As set out in Section 9 (Ownership), Catchlio owns the website itself. If the Client cancels the monthly service and wishes to keep the website live, it becomes the Client’s responsibility to arrange and pay for a replacement hosting provider or hosting agreement.

Catchlio will provide reasonable assistance with transferring the website to the Client’s chosen hosting provider.

Provided the Client arranges suitable alternative hosting before the Catchlio service ends, Catchlio will licence the website to the Client for continued use on that hosting. If the Client does not arrange replacement hosting, Catchlio retains full ownership of the website, the Client’s right to use it ends with the service, and the website may be taken offline.

The Client should ensure that replacement hosting is arranged before their Catchlio service ends to avoid disruption to, or loss of, their website.

Once the Catchlio service has ended, Catchlio will no longer be responsible for website hosting, availability, backups, security, software updates, hosting charges, third-party platform costs or other ongoing technical services unless separately agreed in writing.

6. Client Responsibilities

The Client agrees to provide Catchlio with the accurate information, content, access and approvals reasonably required to deliver the agreed services.

The Client confirms that they have permission to use any photographs, logos, text, testimonials, branding or other materials supplied to Catchlio.

Catchlio will not be responsible for delays caused by information, content, access or approvals not being supplied when reasonably required.

7. Third-Party Services

Catchlio may use third-party providers and platforms in delivering its services, including hosting providers, domain providers, WordPress, plugins, Google, Meta, WhatsApp, email providers, artificial intelligence services, analytics services and other technology providers.

Catchlio cannot guarantee the uninterrupted availability of third-party services and is not responsible for outages, service changes or failures outside its reasonable control.

8. Results

Catchlio does not guarantee any specific number of enquiries, leads, sales, customers, reviews, website visitors, search engine rankings or financial results.

Catchlio will provide the agreed services with reasonable care and skill, but results may depend on factors outside Catchlio’s control.

9. Ownership

Catchlio owns the website built for the Client, including its design, build, code and structure, together with Catchlio’s pre-existing templates, systems, processes, tools, methods and other intellectual property.

The Client retains ownership of their business information, photographs, logos, branding and other materials supplied to Catchlio, and owns the content created specifically for their business (such as text, images and business information), subject to any applicable third-party licences.

The domain name registered for the Client’s website belongs to the Client. Catchlio may manage the registration and renewal of the domain as part of the Client’s monthly service, but this does not transfer ownership of the domain to Catchlio.

Ownership of the website and the Client’s right to continue using it following cancellation are set out in Section 5 (Website Ownership and Hosting Following Cancellation).

Third-party software, themes, plugins and services remain subject to their respective licence terms.

10. Data and Privacy

Catchlio will handle personal information in accordance with applicable UK data protection legislation and Catchlio’s Privacy Policy.

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

11. Liability

Catchlio will provide its services with reasonable care and skill.

To the fullest extent permitted by law, Catchlio will not be responsible for indirect or consequential losses, including loss of profit, revenue, anticipated savings, earnings, business, contracts, customers, opportunities, goodwill or data, arising from the use of the services, service interruption, provider downtime, third-party failures or circumstances outside Catchlio’s reasonable control.

12. Liability Cap

To the fullest extent permitted by law, Catchlio’s total liability to the Client arising out of or in connection with the Services, whether in contract, tort (including negligence), breach of statutory duty or otherwise, 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.

Nothing in this Agreement limits or excludes any liability which cannot lawfully be limited or excluded.

13. Governing Law

This Agreement is governed by the laws of England and Wales. The courts of England and Wales will have jurisdiction over any dispute arising from or in connection with this Agreement.

14. Contact

Questions relating to this Agreement, payments, services or cancellation can be sent to:

Catchlio Ltd
Email: admin@catchlio.co.uk
Website: https://catchlio.co.uk/
Terms and Conditions: https://catchlio.co.uk/terms-and-conditions/

15. Acceptance

By completing the Catchlio Sign Up form or paying the setup fee, the Client confirms that they:

• have selected their Catchlio Website Only, Presence, Presence Plus, Ultimate or Bespoke package;
• accept the agreed setup fee and monthly charges;
• understand that the monthly service operates on a rolling monthly basis, with the first monthly payment due 30 days after the setup fee is paid and further payments due on the same date each month;
• understand that 30 days’ notice is required to cancel;
• understand that monthly fees paid for a billing period are non-refundable, and that no partial refunds are given for any unused part of a billing period;
• understand that the setup fee is refundable only if they cancel before work has started, and that if work has already started it is charged at £50 per hour for the time spent, with the difference refunded;
• understand that the standard packages have no fixed-term contract or exit fee, and that any minimum term for a Bespoke package will be set out in writing;
• understand that Catchlio owns the website itself, and that if they cancel and wish to keep the website live, they are responsible for arranging and paying for replacement website hosting before the service ends, failing which Catchlio retains the website and it may be taken offline;
• have been provided with access to Catchlio’s standard Terms and Conditions at https://catchlio.co.uk/terms-and-conditions/; and
• agree to this Service Agreement and Catchlio’s standard Terms and Conditions.