Pindrop · Legal

Terms of service

Last updated: July 2026

1. Definitions

"We/us" means Pindrop. "You" means the client named on the Quote. "Quote" means our written quotation describing the Services and fees. "Services" means the design, build, copywriting, SEO, care and related services described in the Quote. "Deliverables" means the website and materials we create for you under the Quote. "Design Fee" means the fixed fee for the Design Stage (£149 unless the Quote says otherwise). "Care Plan" means an annual support plan described in the Quote or on our pricing page.

2. The agreement

These terms, together with the Quote, form the entire agreement between us and supersede prior discussions. They apply from the earlier of your written acceptance of the Quote or payment of the Design Fee. If the Quote conflicts with these terms, the Quote prevails. Requesting a quote is free and creates no obligation. You confirm you are acting in the course of business (these Services are supplied business-to-business) and that the person accepting has authority to bind the business. Nothing in these terms excludes rights that cannot be excluded by law.

3. Quotes

Quotes are fixed-price and itemise what is included: pages, features, copywriting and estimated timescales. Quotes are valid for 30 days. Anything not listed is out of scope. We will never invoice above the Quote without your prior written agreement to a change (see clause 8).

4. Design Stage

Paid work begins with the Design Stage: we design your homepage and refine it with you. If you proceed to the build, the Design Fee is credited in full against the Quote. If you decide not to proceed, you owe nothing further; the unused design concepts and all intellectual property in them remain ours and may not be used, reproduced or given to another supplier.

5. Payment

Unless the Quote states otherwise, fees are payable: (a) Design Fee on booking; (b) 50% of the remaining balance on your approval of the design; (c) the remainder on launch (or on our notice that the site is ready to launch, if launch is delayed at your request). Care Plans and SEO plans are payable annually in advance.

Payments are processed by Stripe. Invoices are due within 7 days. We may charge interest on overdue sums at 4% per annum above the Bank of England base rate, and compensation, under the Late Payment of Commercial Debts (Interest) Act 1998. We may suspend work, decline to launch, or keep the site on our staging environment while sums are overdue.

Except where these terms or the law say otherwise, fees for work already performed are non-refundable. All fees are exclusive of VAT, which will be added if and when applicable and shown on the Quote.

6. Your obligations

You will: provide content, information, feedback and approvals promptly; nominate one point of contact with authority to approve; ensure information you give us is accurate; and comply with law in your use of the Deliverables.

You warrant that all content you supply (text, images, logos, data) is owned by or licensed to you, does not infringe any third party's rights, is not defamatory or unlawful, and complies with advertising and consumer law applicable to your business. You are responsible for the accuracy of claims about your own products and services and for any regulatory wording your industry requires.

You will indemnify us against all losses, claims and costs (including reasonable legal fees) arising from content or instructions you supply or from your use of the website in breach of these terms.

7. Our obligations

We will perform the Services with reasonable skill and care, in line with good industry practice, and materially in accordance with the Quote. We may use suitably qualified subcontractors; we remain responsible for their work. We will keep your confidential information confidential (clause 14).

8. Changes & revisions

The Design Stage includes revisions until you approve the direction, within the quoted scope. After design approval, reasonable minor tweaks during the build are included. New pages, new features, changes of direction, or additional revision rounds after approval are Changes: we will quote for Changes in writing and proceed only on your acceptance. Neither of us is bound by a Change until agreed in writing.

9. Delays & dormancy

Timescales depend on prompt content, feedback and approvals from you. If we are waiting on you for more than 14 days we may pause the project and reschedule it in our queue. If a project remains dormant for 60 days we may invoice for work completed to date and close the project; it can be revived by agreement, which may require a restart fee.

10. Acceptance & launch

We will present the completed site for your review. The site is accepted on the earlier of your written approval, your putting the site into productive use, or 10 business days after we notify you it is ready, unless you have notified us of material defects (which we will fix and re-present). On acceptance and payment of the final balance we will launch the site on your domain.

11. Intellectual property

On receipt of the final balance in cleared funds: all intellectual property in the bespoke design, bespoke code and copy we created for you under the Quote is assigned to you, and your content remains yours. Until then, we own the Deliverables and you have a licence to review them only.

The Deliverables may incorporate third-party and open-source components (frameworks, plugins, themes, fonts, stock imagery). These are not assigned: they are licensed under their own terms, which we will pass through or identify on request. We retain the right to reuse general know-how, techniques and non-client-specific components.

Unless you ask us not to (any time, in writing), we may reference you by name and show the finished work in our portfolio and marketing. We will not disclose confidential figures.

12. Domains, hosting & third-party services

Your domain is registered in your name and always belongs to you. Hosting, domains, booking systems, email platforms and similar are third-party services with their own fees and terms, which we will identify before you commit (typical domain cost ~£10–15/yr). We are not liable for the acts, omissions or outages of third-party providers, though we will exercise reasonable care in selecting and configuring them and will help you resolve issues.

13. Care & SEO plans

Plans are billed annually in advance and renew automatically unless either of us gives written notice before the renewal date. They cover the services listed for the plan, subject to fair use; larger work is quoted separately. If a plan ends, your site keeps working — you will need to arrange your own hosting, updates and support, and we will cooperate with a reasonable handover. We may retire or substitute plan features with reasonable notice, without reducing the overall value of the plan mid-term.

14. Confidentiality

Each of us will keep the other's confidential information secret, use it only for the project, and disclose it only to people who need it and are bound by confidentiality — for as long as the information remains confidential. This does not apply to information that is public, already known, independently developed, or required to be disclosed by law.

15. Data protection

Each party will comply with applicable data protection law. Our processing of your personal data as a controller is described in our Privacy Policy. Where, in providing the Services, we process personal data contained in your website (for example customer enquiries stored by your site) we do so as your processor: we will process it only on your documented instructions, apply appropriate security, assist you with data-subject requests as reasonably needed, and delete or return it at the end of the Services.

16. SEO & results

We build to good search-engine practice and configure your Google presence properly. Search rankings, traffic and enquiry volumes are controlled by third parties and market factors: we do not guarantee any particular ranking, volume or commercial result, and no honest agency can.

17. Warranty

For 30 days after launch we will fix, free of charge, defects in our workmanship that cause the site not to function materially as described in the Quote. This warranty excludes: faults caused by your changes or third parties; third-party service failures; new browser or platform releases after launch; and content you supplied. Beyond this, and except as set out in these terms, all warranties, conditions and terms implied by statute or common law are excluded to the fullest extent permitted by law.

18. Liability

Nothing in these terms limits or excludes liability for: death or personal injury caused by negligence; fraud or fraudulent misrepresentation; or any other liability that cannot lawfully be limited or excluded.

Subject to that: neither party is liable for indirect or consequential loss, loss of profits, revenue, business, goodwill, anticipated savings, or loss or corruption of data; and our total aggregate liability arising out of or in connection with the Services, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is capped at the total fees you have paid us in the 12 months preceding the event giving rise to the claim.

You are responsible for maintaining copies of your own content and data supplied to us.

19. Force majeure

Neither party is liable for delay or failure caused by events beyond its reasonable control (including internet or hosting failures, power outages, illness, epidemics, strikes, or acts of God), provided the affected party notifies the other and resumes performance as soon as reasonably possible. If such an event continues for more than 60 days, either party may terminate on written notice.

20. Suspension & termination

Either party may terminate the project on written notice if the other commits a material breach and fails to remedy it within 14 days of notice, or becomes insolvent. You may also terminate for convenience at any time on written notice.

On termination: you pay for all work performed to the date of termination (and any committed third-party costs); amounts already invoiced remain payable; clause 11 applies to whatever has been paid for in full; and clauses intended to survive (including 5, 6, 11, 14, 15, 17, 18, 21, 22) survive.

21. Notices

Formal notices under these terms must be in writing and sent by email to [email protected] (to us) or to the email address on the Quote (to you), and are deemed received on the next business day after sending, absent a bounce.

22. General

Assignment: you may not assign this agreement without our consent (not to be unreasonably withheld); we may assign to a successor of our business. Severance: if any clause is unenforceable, the rest remain in force. Waiver: failure to enforce a right is not a waiver of it. Third parties: no one other than the parties has rights under the Contracts (Rights of Third Parties) Act 1999. Variation: changes to these terms bind only if agreed in writing. Relationship: nothing creates a partnership, agency or employment.

Governing law & jurisdiction: this agreement and any non-contractual disputes are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

23. Contact

Questions about these terms: [email protected].