Terms and Conditions

Terms and Conditions

These Terms and Conditions set out the basis on which TROLDesign, a trading name of TROL LTD, provides website design, website development, hosting, domain registration, business email setup, SEO, digital marketing, maintenance, consultancy, technical support and related digital services.

By requesting a quotation, accepting a proposal, making a payment, approving work, instructing us to begin work, using our website, or continuing to use our services, you agree to be bound by these Terms and Conditions.

1. Business Information

Trading name: TROLDesign

Legal entity: TROL LTD

Company number: 07092956

Registered office: 4 Bradley Way, Peterborough, PE1 5FA, United Kingdom

Telephone: +44 7919591352

Email: info@troldesign.com

Website: https://troldesign.com/

In these Terms and Conditions, “TROLDesign”, “TROL LTD”, “we”, “us” and “our” refer to TROL LTD trading as TROLDesign. “You”, “your” and “client” refer to the individual, business, organisation or entity purchasing, requesting or using our services.

2. Our Services

TROLDesign provides digital and website-related services, including but not limited to:

• Website design and website redesign;
• WordPress development and Elementor website design;
• Ecommerce website development and WooCommerce setup;
• Landing pages and conversion-focused pages;
• Website maintenance and technical support;
• Web hosting, domain registration and DNS support;
• Business email setup and related support;
• SEO, on-page optimisation and digital marketing support;
• Website migration, speed improvement and security support;
• Consultancy and related digital services.

The exact service to be provided will be set out in our quotation, proposal, invoice, written agreement, email, WhatsApp message or other written project communication. Only the items expressly included in the agreed scope are included in the price.

3. Acceptance of Terms

You accept these Terms when you:

• Request or accept a quotation;
• Make a payment, deposit or part-payment;
• Ask us to begin work;
• Approve a design, proposal, invoice or project plan;
• Continue using our hosting, domain, email, maintenance or support services;
• Access or use our website or services.

If you are acting on behalf of a company, organisation or third party, you confirm that you have authority to enter into the agreement on their behalf.

4. Quotations and Proposals

All quotations are valid for 14 days unless stated otherwise.

A quotation is based on the information available at the time it is prepared. If your requirements change, or if further work is required, we reserve the right to revise the quotation.

A project is not confirmed until we have received the required deposit, payment, written approval or instruction to proceed.

We reserve the right to refuse or withdraw a quotation at our discretion before a binding agreement is formed.

5. Project Scope

The project scope will define what is included in the agreed price. This may include, for example, number of pages, website sections, design layouts, forms, ecommerce features, payment gateway setup, booking system setup, content upload, SEO setup, hosting, domain setup, email setup, revisions, support period and specific technical features.

Anything not expressly included in the agreed scope is excluded and may be charged separately.

Additional work may include, but is not limited to, extra pages, additional revisions, new design concepts, new functionality, advanced custom coding, plugin configuration, ecommerce product uploads, copywriting, image sourcing, booking systems, payment gateway troubleshooting, third-party integrations, website migration, malware removal, website speed optimisation, SEO campaigns, legal policy drafting, accessibility audits, content restructuring and work caused by changes requested after approval.

6. Scope Creep and Additional Charges

We reserve the right to charge additional fees where the client requests work outside the agreed scope.

Examples of chargeable additional work include changing the original brief, requesting a different design direction after work has started, adding new pages, adding extra functions, changing approved layouts, replacing supplied content, requesting repeated revisions, troubleshooting third-party services, fixing issues caused by client changes, or asking for urgent work outside normal agreed delivery.

We will normally notify you where additional charges apply. However, if you instruct us to proceed with extra work, or repeatedly request work outside the original scope, you agree that such work may be chargeable.

7. Client Responsibilities

The client agrees to provide all information, content, images, videos, logos, brand materials, access details, hosting details, domain details, passwords, product details, policies, approvals and feedback required for us to complete the work.

The client is responsible for ensuring that:

• All information provided is accurate;
• All content is lawful;
• All images, videos, logos and materials are owned by the client or properly licensed;
• All business details, pricing, services and contact information are correct;
• All legal policies are suitable for the client’s business;
• All approvals are given by an authorised person.

We are not responsible for delays, errors or losses caused by missing information, inaccurate information, late feedback, failure to provide access, incorrect passwords, third-party restrictions, domain issues, hosting issues, email issues, payment gateway delays or plugin/platform limitations.

8. Content and Legal Accuracy

Unless otherwise agreed in writing, the client is responsible for providing final website content. This includes text, images, videos, logos, business information, service descriptions, product information, pricing, privacy policies, cookie notices, refund policies, delivery policies, terms and conditions, disclaimers and regulated content.

We may assist with writing, formatting or improving content, but the client remains responsible for checking and approving all content before publication.

We do not provide legal, financial, medical, tax, regulatory or professional compliance advice unless expressly agreed in writing. Any legal or regulatory content should be reviewed by a qualified professional where necessary.

9. Design Process and Revisions

We will use reasonable skill and care to provide services in line with the agreed brief.

Unless otherwise agreed, website projects include reasonable revisions within the agreed scope.

Revisions must relate to the original brief. A revision does not include a complete redesign, new concept, new structure, new functionality, new content strategy or work outside the agreed scope.

Once a design, page, feature or website has been approved, further changes may be treated as additional work and charged separately.

10. Payments

Payment terms will be stated in the quotation, invoice, proposal or written agreement.

Unless otherwise agreed, we may require a deposit or initial payment before work begins. Further payments may be required at agreed milestones, before launch, before transfer, or before final delivery.

All invoices must be paid by the due date stated on the invoice.

We reserve the right to pause work, withhold files, delay launch, suspend services, restrict access, remove unpaid work, or refuse further support where payment is overdue.

The client is responsible for all agreed fees, third-party costs, subscriptions, licences, hosting fees, domain fees, software fees and other charges incurred on their behalf.

11. Late Payments

If payment is overdue, we may suspend work or services without liability.

For business clients, we reserve the right to charge statutory interest, compensation and reasonable recovery costs under applicable late payment legislation.

We may also charge reasonable administration fees for chasing overdue payments, reconnecting suspended services, restoring websites, reactivating accounts or dealing with avoidable payment issues.

Suspension of services due to non-payment does not cancel the client’s liability for outstanding invoices.

12. Deposits and Initial Payments

Deposits and initial payments secure project time, planning, design work, development resources and administration.

Unless otherwise agreed in writing, deposits and initial payments are non-refundable once work has started.

If the client cancels, delays, pauses or abandons the project after work has started, we may retain the deposit and invoice for work completed, time spent, committed costs, third-party costs and administrative expenses.

13. Project Delays and Client Inactivity

If the client fails to provide required content, access, feedback or approval, the project may be delayed.

If a project is inactive for more than 30 days due to client delay, we reserve the right to pause the project and reschedule it based on our availability.

If a project remains inactive for more than 60 days, we may treat the project as cancelled by the client. Any payments already made may be retained to cover work completed, time allocated, administration and lost scheduling capacity.

Restarting an inactive project may require a reactivation fee or revised quotation.

14. Project Timescales

Any project timescale, delivery date or launch date is an estimate unless expressly confirmed in writing as a fixed deadline.

Timescales depend on client cooperation, payment, content supply, access details, feedback, third-party platforms, hosting companies, domain providers, payment gateways, plugin developers and other external services.

We are not liable for delays caused by the client, third-party providers, hosting issues, domain propagation, plugin conflicts, payment processor delays, force majeure events or changes to the agreed scope.

15. Website Launch and Approval

Before launch, the client must review the website carefully and notify us of any issues.

Once the client approves the website, requests launch, or begins using the website for business purposes, the website will be treated as accepted.

After launch, further amendments, updates or corrections may be chargeable unless included in an agreed support period or maintenance plan.

We are not responsible for errors that were present before launch but not identified by the client during review, unless caused directly by our negligence.

16. Browser, Device and Display Compatibility

We aim to build websites that work on modern browsers and common devices.

However, websites may not appear identical across all browsers, devices, screen sizes, operating systems, email clients or user settings.

Support for outdated browsers, older devices, unusual screen sizes, unsupported software or legacy systems is not included unless agreed in writing.

17. Hosting Services

Where we provide hosting, the service may rely on third-party servers, data centres, control panels, software, networks and infrastructure.

We aim to provide reliable hosting, but we do not guarantee uninterrupted service, permanent availability, error-free operation or complete protection from downtime.

We are not liable for losses caused by hosting outages, server maintenance, third-party failures, cyberattacks, DNS issues, email disruption, software conflicts, force majeure events or circumstances outside our reasonable control.

We reserve the right to suspend hosting where invoices are unpaid, usage is excessive, the website creates a security risk, the website is infected with malware, the client breaches acceptable use rules, or continuation of service creates risk to our systems or other users.

18. Domain Names

Domain registration and renewal are subject to availability and third-party registrar rules.

We cannot guarantee that a requested domain will remain available until it is registered and paid for.

The client is responsible for ensuring domain renewals are paid on time. Failure to renew may result in suspension, expiry, loss of domain, loss of email service, loss of website access or additional recovery fees.

We are not responsible for losses caused by expired domains, unpaid renewals, incorrect DNS changes, registrar decisions, domain disputes or third-party domain issues.

Domain fees are generally non-refundable once a domain has been registered or renewed.

19. Email Services

Where we provide or assist with email setup, the service may depend on third-party providers, DNS records, mailbox providers, spam filters, email clients and user devices.

We do not guarantee that every email will be delivered, received, accepted, displayed correctly or avoided by spam filters.

The client is responsible for mailbox storage, password security, device setup, avoiding suspicious links, preventing phishing, and keeping login details secure.

We are not liable for lost emails, spam filtering, mailbox limits, hacked passwords, incorrect setup by the client, third-party provider restrictions or email deliverability issues outside our reasonable control.

20. Website Maintenance and Support

Maintenance plans may include updates, backups, security checks, content changes, monitoring, plugin updates, theme updates, technical support or other services as agreed.

Maintenance does not include unlimited work unless expressly stated.

Maintenance does not automatically include major redesigns, new pages, new functionality, custom development, SEO campaigns, malware recovery, hosting migration, speed optimisation, legal policy drafting, product uploads, copywriting, third-party plugin conflicts or work outside the agreed plan.

Unused support time does not roll over unless agreed in writing.

We reserve the right to refuse support for websites that have been changed by the client, another developer or a third party where those changes cause faults, security risks or instability.

21. Security

We will take reasonable steps to provide secure website services where security is part of the agreed work. However, no website, server, plugin, platform, email account or digital system can be guaranteed to be completely secure.

The client is responsible for:

• Using strong passwords;
• Keeping login details confidential;
• Not sharing access unnecessarily;
• Avoiding unsafe plugins or themes;
• Following reasonable security advice;
• Keeping payment and admin accounts secure;
• Informing us promptly of suspected security issues.

We are not liable for hacking, malware, phishing, data loss, plugin vulnerabilities, weak passwords, unauthorised access, third-party breaches, client misuse or security incidents outside our reasonable control unless caused directly by our negligence.

22. Backups and Data Loss

Where backups are included in the agreed service, we will take reasonable steps to maintain backups. However, backups are not guaranteed unless expressly agreed in writing.

Clients should keep their own copies of website content, files, business records, product information, customer data, emails, media, documents and important digital assets.

We are not liable for data loss caused by client error, hacking, malware, unpaid services, hosting failure, third-party platforms, plugin conflicts, accidental deletion, software updates or circumstances outside our reasonable control.

23. SEO and Digital Marketing

We may provide SEO, technical SEO, on-page optimisation, keyword advice, content recommendations, local SEO support and digital marketing services.

We do not guarantee specific Google rankings, search engine positions, traffic, enquiries, sales, revenue, conversions, leads, profit or advertising results.

Search engines and advertising platforms use their own algorithms, policies and systems, which may change at any time.

Any SEO or marketing result may depend on competition, website authority, content quality, backlinks, budget, market conditions, customer demand, reviews, user behaviour and ongoing work.

The client understands that SEO is a long-term activity and results cannot be guaranteed.

24. Ecommerce, Payments and Online Sales

Where we set up ecommerce websites, WooCommerce, Stripe, PayPal, booking systems or payment gateways, the client is responsible for checking all pricing, tax settings, VAT settings, shipping fees, delivery rules, product descriptions, stock settings, refund rules, payment settings, terms, privacy policies and legal compliance before accepting orders.

We are not responsible for incorrect pricing, incorrect VAT settings, payment processor decisions, chargebacks, fraud, failed payments, account suspensions, refund disputes, delivery issues, customer complaints or losses caused by incorrect client information.

The client is responsible for complying with consumer law, ecommerce rules, tax rules and any industry-specific regulations applying to their business.

25. Third-Party Services, Plugins and Software

Websites and digital services may use third-party plugins, themes, APIs, hosting platforms, domain registrars, email providers, analytics tools, payment gateways, booking systems, social media platforms and other external services.

We are not responsible for third-party downtime, bugs, errors, updates, licence changes, price increases, withdrawal of service, compatibility problems, security vulnerabilities, policy changes, account suspensions or changes in third-party terms.

Any third-party subscription, licence, plugin, theme, software or renewal fee is the client’s responsibility unless expressly included in our agreement.

If a third-party service stops working, changes its rules, increases its price or becomes incompatible, any investigation or repair work may be chargeable.

26. Intellectual Property and Ownership

Unless otherwise agreed, once full payment has been received, the client will own the final website content and design elements created specifically for them.

This does not include third-party materials, stock images, plugins, themes, frameworks, software, licences, pre-existing code, internal tools, templates, reusable components, development methods, know-how or systems owned by TROLDesign or third parties.

We retain ownership of all pre-existing intellectual property, reusable code, processes, methods, templates, internal tools, design systems and know-how used to deliver the service.

The client must not copy, resell, redistribute, reverse engineer or claim ownership of third-party software, plugins, themes, licensed assets or TROLDesign’s pre-existing materials unless permitted by the relevant licence or agreed in writing.

27. Portfolio, Marketing and Website Credit

Unless you request otherwise in writing, we may display completed work in our portfolio, website, proposals, social media, marketing materials and case studies.

We may include a discreet website credit link such as “Website by TROLDesign” in the footer of websites we build.

If the client asks for the credit link to be removed, we may agree to remove it, but removal may be subject to agreement and, where relevant, an additional fee.

28. Confidentiality

Both parties agree to keep confidential information private and not disclose it to third parties except where necessary to perform the services, comply with the law, use trusted contractors or suppliers, obtain professional advice, or protect legitimate business interests.

Confidential information includes business information, login details, unpublished content, passwords, client data, pricing, project communications, technical information and commercially sensitive information.

The client must not share confidential project materials, proposals, pricing, internal methods or technical information with third parties without our consent.

29. Data Protection

Where we process personal data on your behalf, we will take reasonable steps to handle it securely and lawfully.

The client is responsible for ensuring their website and business comply with applicable data protection requirements, including privacy policies, cookie notices, consent tools, data retention, email marketing rules and customer data handling.

We are not responsible for the client’s wider data protection compliance unless expressly agreed in writing.

If the client provides personal data to us, the client confirms that they have a lawful basis to do so.

30. Legal Compliance

The client is responsible for ensuring that their website, products, services, claims, content, advertising, policies, pricing, business operations and customer processes comply with applicable laws and regulations.

This includes, where relevant, consumer law, ecommerce law, privacy law, data protection law, advertising rules, intellectual property law, accessibility requirements, tax rules, regulated industry requirements, professional standards and trading standards rules.

We may provide general support and practical guidance, but we do not provide legal advice.

31. Accessibility

We aim to follow good website design practices. However, full accessibility auditing, WCAG compliance testing, legal accessibility certification or specialist accessibility remediation is not included unless expressly agreed in writing.

Accessibility audits, improvements and compliance work may be quoted separately.

32. Consumer Cancellation Rights

If you are a consumer purchasing services online, by phone, email, message or away from our business premises, you may have a legal right to cancel within 14 days.

If you ask us to begin work during the cancellation period, you agree that you may be required to pay for work completed up to the point of cancellation.

If the service has been fully performed with your agreement during the cancellation period, your right to cancel may be affected.

For digital content or digital services supplied immediately, you may lose cancellation rights once you have agreed to immediate supply and acknowledged that cancellation rights may be lost.

This section applies to consumers only. Business-to-business clients may not have the same cancellation rights.

33. Cancellation by the Client

If the client cancels a project or service, the client must do so in writing.

Where work has started, the client remains responsible for payment for work completed, time spent, committed resources, third-party costs, licences, subscriptions, domain fees, hosting fees and administration.

Deposits, initial payments, domain fees, hosting fees, software fees, licence fees and third-party costs are generally non-refundable once work has started or the cost has been incurred.

If cancellation occurs after approval, delivery, launch or substantial completion, the full project fee may remain payable.

34. Cancellation or Suspension by TROLDesign

We may cancel, suspend or terminate services if:

• Payment is overdue;
• The client breaches these Terms;
• The client fails to provide required information;
• The client repeatedly delays the project;
• The client behaves abusively, unlawfully or unreasonably;
• The client uses services for illegal, harmful, fraudulent or abusive purposes;
• The website creates a security risk;
• Third-party services become unavailable;
• Continuing the service creates legal, financial, reputational or technical risk.

Where services are cancelled or suspended, the client remains responsible for unpaid invoices, work already completed and costs already incurred.

35. Refunds

Refunds are assessed based on the nature of the service, work already completed, project stage, third-party costs, legal rights and whether the client is a consumer or business customer.

We do not usually provide refunds for:

• Completed work;
• Approved work;
• Design concepts already supplied;
• Development work already carried out;
• Consultancy time;
• Support time;
• SEO work already performed;
• Urgent work;
• Custom coding;
• Hosting already provided;
• Domain names already registered or renewed;
• Software licences, plugins, themes and third-party subscriptions;
• Work delayed by the client;
• Work affected by third-party providers;
• Services supplied as agreed.

This does not affect any statutory rights that cannot be excluded by law.

36. Acceptable Use

The client must not use our services, hosting, email systems, websites or digital infrastructure for unlawful, harmful, fraudulent, abusive, defamatory, obscene, discriminatory, infringing, spam-related, malware-related, phishing-related or malicious purposes.

We may suspend services immediately where we reasonably believe there is a security risk, legal risk, abuse, spam, malware, phishing, copyright infringement or breach of acceptable use.

37. Limitation of Liability

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot legally be limited or excluded.

Subject to the above, TROLDesign and TROL LTD shall not be liable for:

• Loss of profit;
• Loss of revenue;
• Loss of business;
• Loss of goodwill;
• Loss of opportunity;
• Loss of anticipated savings;
• Loss of data;
• Loss of search rankings;
• Loss of enquiries;
• Loss of sales;
• Loss of website traffic;
• Reputational damage;
• Third-party service failure;
• Indirect or consequential loss.

Our total liability for any claim shall not exceed the amount paid by the client for the specific service giving rise to the claim, unless the law requires otherwise.

The client agrees that websites, hosting, email, SEO, plugins, domains, payment gateways and digital services involve third-party systems and technical risks that cannot be fully controlled by TROLDesign.

38. Indemnity

The client agrees to indemnify and hold TROLDesign and TROL LTD harmless from claims, losses, damages, costs, expenses and liabilities arising from:

• Content supplied by the client;
• Breach of copyright or intellectual property rights;
• Illegal or misleading website content;
• Client products or services;
• Client customer disputes;
• Incorrect information supplied by the client;
• Breach of data protection obligations by the client;
• Misuse of the website or services;
• Third-party claims arising from the client’s business activities.

39. Communication and Approvals

We may communicate by email, phone, WhatsApp, video call, project management tools or other agreed methods.

Important approvals, instructions, changes, cancellations and complaints should be provided in writing.

Where the client provides approval by email, WhatsApp, message, payment or written instruction, we may rely on that approval.

The client is responsible for ensuring that contact details are accurate and monitored.

40. Complaints

If you are unhappy with our service, please contact us in writing at info@troldesign.com.

Please provide full details of the issue, including dates, screenshots, links, emails, invoices and any supporting information.

We will review the matter and aim to respond fairly and reasonably.

The client agrees to give us a reasonable opportunity to investigate and resolve any issue before taking further action or posting public complaints.

41. Force Majeure

We are not liable for delays or failure to perform caused by events outside our reasonable control.

This may include internet outages, server failure, cyberattacks, illness, fire, flood, storm, power failure, strikes, war, terrorism, government action, platform failure, supplier issues, payment provider issues, domain provider issues, hosting provider issues or other events beyond our control.

42. Changes to These Terms

We may update these Terms from time to time.

The version in force at the time you instruct us, make payment or renew a service will apply unless otherwise agreed.

For ongoing services, updated Terms may apply from the next renewal, billing period or continued use of the service.

43. Severability

If any part of these Terms is found to be invalid, unlawful or unenforceable, the remaining parts shall continue in full force and effect.

The invalid or unenforceable part shall be replaced or interpreted in a way that most closely reflects the original commercial intention, so far as legally permitted.

44. No Waiver

If we do not enforce any part of these Terms immediately, this does not mean we have waived our right to enforce it later.

Any waiver must be confirmed in writing.

45. Governing Law and Jurisdiction

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

The courts of England and Wales shall have jurisdiction over any dispute, unless consumer law gives you the right to bring proceedings elsewhere.

Optional Website Form Checkbox

By submitting this form, you agree to TROLDesign’s Terms and Conditions and Privacy Policy. You confirm that the information provided is accurate and that you authorise TROLDesign to contact you regarding your enquiry, project or service request.

Optional Start-Work Consent for Consumer Clients

I request TROLDesign to begin work before the end of the 14-day cancellation period. I understand that if I cancel after work has started, I may be required to pay for work completed up to the point of cancellation. If the service is fully completed with my agreement during the cancellation period, I understand that I may lose the right to cancel.