Website Management & Maintenance Services

Terms & Conditions

Last updated: 18 March 2026

1. Introduction

These Terms & Conditions (“Terms”) govern the provision of website management and maintenance services (“Services”) by Step Ahead Digital (“we”, “us”, “our”) to the client named in the applicable proposal, order form, or agreement (“Client”, “you”). By instructing us to proceed, signing a proposal, or making payment for the Services, you agree to be bound by these Terms.

These Terms apply alongside any specific proposal, quotation, or service package agreed between us, which forms part of the overall agreement (the “Agreement”). Where there is a conflict between these Terms and a signed proposal, the signed proposal takes precedence in relation to the matters it specifically addresses.

2. The Services

Our website management and maintenance Services may include, depending on the package selected:

• Routine content updates to text, images, and pages on the Client’s existing website.
• WordPress core, theme, and plugin updates.
• Security monitoring, malware scanning, and remediation of identified threats.
• Automated backups and, where required, restoration of the website from backup.
• Uptime monitoring and response to outages or critical faults.
• General technical support relating to the Client’s website.

The specific scope, response times, and volume of included work for the Client’s package are set out in the applicable proposal or order confirmation. We do not provide a full website redesign, rebuild, or migration as part of standard maintenance packages unless separately agreed and quoted in writing.

3. Client Responsibilities

To enable us to provide the Services, the Client agrees to:

• Provide timely access to the website’s hosting, domain, and content management system as reasonably required.
• Provide clear, complete, and lawful instructions and content for requested updates.
• Ensure that any content, images, or material supplied to us does not infringe the intellectual property, privacy, or other rights of any third party.
• Nominate an authorised contact (or contacts) for approving change requests and support instructions.
• Respond to reasonable requests for information or approval without undue delay, where this is necessary for us to complete agreed work within stated turnaround times.

We are not responsible for delays or failures in the Services caused by the Client’s failure to provide access, instructions, or approvals in good time.

4. Fees & Payment

1. Fees for the Services are as set out in the applicable proposal or order confirmation and are payable monthly in advance by the method specified, unless otherwise agreed in writing.
2. Maintenance packages are billed on a rolling monthly basis. Fees are reviewed periodically and we will give the Client at least 30 days’ written notice of any change to fees, which will take effect from the Client’s next billing cycle.
3. Work that falls outside the scope of the Client’s package (for example, additional development, design work, or content edits beyond the included allowance) will be quoted separately and is chargeable in addition to the monthly fee.
4. Invoices are due within 14 days of the invoice date unless otherwise stated. We reserve the right to suspend Services, including support, updates, and monitoring, if payment is not received within 14 days of the due date.

5. Term, Suspension & Termination

1. The Agreement begins on the date the Client accepts a proposal or makes an initial payment and continues on a rolling monthly basis until terminated in accordance with this clause.
2. Either party may terminate the Agreement by giving no less than 30 days’ written notice to the other party.
3. We may suspend or terminate the Services immediately, on written notice, if the Client fails to pay any sum due, breaches these Terms, or if we reasonably believe the Client’s website is being used for an unlawful purpose.
4. On termination, any fees paid in advance for the remainder of the then-current billing period are non-refundable, save where required by law. Any outstanding fees for work carried out become immediately payable.
5. Following termination, we will, on request, provide reasonable assistance to transfer login credentials and access to a new provider, which may be chargeable as additional work if it exceeds a nominal amount of time.

6. Backups & Data

Where included in the Client’s package, we take automated backups of the website on the frequency stated in the applicable proposal. While we take reasonable care to maintain reliable backups, we do not guarantee that a backup will be available for every point in time, and we recommend the Client also retains its own copies of key content and assets where practicable.

We will act as a data processor in respect of any personal data contained within the Client’s website that we access in the course of providing the Services, and will process such data only in accordance with the Client’s instructions and applicable data protection law, including the UK General Data Protection Regulation and the Data Protection Act 2018. Where a separate Data Processing Agreement is required, this will be provided on request.

7. Intellectual Property

The Client retains ownership of all content, trademarks, and material it provides to us for use on its website. We retain ownership of any tools, scripts, templates, or proprietary processes we use to deliver the Services, unless separately agreed in writing.

We will not use the Client’s content, branding, or website other than as necessary to provide the Services, save that we may, unless the Client objects in writing, reference the Client’s name and website as an example of our work for general marketing purposes.

8. Warranties & Limitation of Liability

1. We will provide the Services with reasonable skill and care, in line with good industry practice.
2. We do not warrant that the Client’s website will be uninterrupted, error-free, or immune from third-party attack, and we cannot guarantee the performance, policies, or availability of third-party services (including hosting providers, plugin developers, or payment gateways) that the website relies upon.
3. To the fullest extent permitted by law, our total liability arising out of or in connection with the Agreement, whether in contract, tort (including negligence), or otherwise, is limited to the total fees paid by the Client for the Services in the 1 month preceding the event giving rise to the claim.
4. We will not be liable for any indirect or consequential loss, including loss of profits, revenue, business, or data, save that nothing in these Terms limits or excludes our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited or excluded.
5. The Client is responsible for maintaining its own insurance in respect of its business and website content.

9. Force Majeure

Neither party will be liable for any failure or delay in performing its obligations under the Agreement to the extent that such failure or delay is caused by circumstances beyond its reasonable control, including but not limited to internet or hosting outages, cyberattacks by third parties, acts of God, or governmental action.

10. Confidentiality

Each party will keep confidential any non-public information disclosed by the other party in connection with the Agreement, and will not disclose such information to any third party except as required to perform its obligations, or as required by law.

11. General

1. Entire Agreement: These Terms, together with the applicable proposal or order confirmation, constitute the entire agreement between the parties in relation to the Services and supersede all prior discussions or agreements on the subject.
2. Assignment: The Client may not assign or transfer its rights under the Agreement without our prior written consent. We may assign the Agreement to any successor to our business.
3. Variation: We may update these Terms from time to time. Where a change materially affects the Client, we will provide reasonable notice before it takes effect.
4. Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.
5. Governing Law: These Terms are governed by the laws of England and Wales, and the parties submit to the exclusive jurisdiction of the courts of England and Wales.

12. Contact

Questions about these Terms, or about your maintenance package, can be directed to:

Step Ahead Digital

stepaheaddigital.com