Terms of service.

Last updated: 10 August 2026

These terms apply to services supplied by Rekode to business clients. They should be read with any proposal, quotation, scope of work or written agreement we provide. If those documents conflict with these terms, the more specific written agreement will take priority. Nothing in these terms affects rights that cannot legally be excluded.

1. Services

Rekode provides website maintenance, technical support, troubleshooting, development, analytics and tracking work, accessibility improvements, performance work, security configuration, integrations, automation and related digital services. The exact services, deliverables, fees and any expected timings will be agreed in writing.

We will provide the services with reasonable care and skill. Recommendations and technical advice are based on the information and access available at the time.

2. Starting work

A contract begins when you accept a quotation or proposal, purchase a plan, instruct us in writing to begin, or otherwise confirm that you want us to provide the services. You confirm that the person instructing us has authority to do so on behalf of the client.

3. Monthly support plans

• Plans run in recurring 30-day service periods with no long-term commitment.
• The work and time included in each plan are described on the pricing page or in your written agreement.
• Unused development time expires at the end of each 30-day service period and does not roll over.
• Work outside the plan allowance will not be charged without your approval. It may be billed separately or quoted as project work.
• Response and completion times depend on urgency, complexity, access, client feedback and current workload. Any timing given is an estimate unless we expressly agree a fixed deadline in writing.

4. Fees and payment

Fees and payment timings will be shown on the website, quotation, proposal or invoice. Invoices must be paid by the due date shown. You are responsible for approved third-party costs, such as hosting, domains, premium themes, apps, plugins, licences, advertising or external services, unless we expressly include them in our fee.

If an undisputed invoice becomes overdue, we may pause work after giving reasonable notice. You remain responsible for fees and approved costs incurred before work is paused or the agreement ends.

5. Cancelling a monthly plan

You may cancel a monthly plan before the next 30-day service period begins by emailing hello@rekode.co.uk. Unless agreed otherwise, service continues until the end of the current paid period and the plan will not renew. Payments for a partly used service period are not normally refundable, except under the first-month guarantee below or where required by law.

6. Project and one-off work

Larger projects, audits, rebuilds, substantial redesigns, extensive integrations and major feature development are quoted separately. A quotation will describe the expected scope and assumptions. Requests outside that scope may affect the fee and delivery date, and we will agree material changes before carrying them out.

7. Your responsibilities

You agree to:

• provide accurate information, content, decisions, feedback and access reasonably needed to perform the work;
• make sure you are authorised to give us access to the relevant websites, systems, accounts and data;
• hold appropriate rights and permissions for content, software and materials you supply;
• maintain suitable hosting, licences and backups unless we have expressly agreed to provide them; and
• review and test changes promptly and tell us about any issue within a reasonable time.

You must not ask us to carry out unlawful, misleading, infringing or harmful work. We may refuse or stop work that we reasonably believe would breach the law, third-party rights, platform rules or security standards.

8. Access and security

You should provide only the level of access reasonably required and remove or rotate access when it is no longer needed. We will take reasonable care when working with your systems, but no website or online service can be guaranteed to be completely secure, uninterrupted or error-free. Unless specifically included in the agreed service, you remain responsible for backups, recovery arrangements and the security of systems outside our control.

9. Third-party services

Websites commonly depend on hosting companies, domain registrars, content management systems, plugins, themes, apps, APIs, analytics tools, payment services and other third parties. Those services are governed by their own terms and may change, fail or be withdrawn without our control. We are not responsible for a third-party outage, decision or change, but we can help investigate or resolve its effect as part of agreed paid work.

10. Intellectual property

You retain ownership of content, branding, data and materials you supply. Third-party software and assets remain subject to their respective licences.

Once all related fees have been paid, you may use, modify and operate the project-specific deliverables we create for you for the purposes for which they were supplied. Rekode retains ownership of pre-existing materials, reusable code, tools, processes, templates and general know-how. Where any of those are included in a deliverable, we grant you a non-exclusive, perpetual licence to use them as part of that deliverable.

11. Confidentiality and data protection

Each party will use reasonable care to protect confidential information received from the other and will use it only for the agreed work or as required by law. Each party is responsible for complying with applicable data protection law. How Rekode handles personal information is explained in our privacy policy. If a project requires Rekode to process personal data on your behalf beyond ordinary business contact details, we may agree additional data-processing terms.

12. First-month satisfaction guarantee

New monthly support clients are covered by a first-month satisfaction guarantee on their initial Care, Support or Partner plan payment.

To request a refund, you must contact us within 30 calendar days of the plan start date, explain why you are dissatisfied and allow us a reasonable opportunity to resolve the concern first.

The refund covers the first monthly plan fee only. It does not cover third-party software or licence costs, hosting, domains, paid apps or plugins, advertising spend, externally purchased services, separately quoted projects, additional development time, Emergency Website Rescue or other one-off work outside the plan.

The guarantee may be used once per client or business. If a refund is issued, the active monthly plan will end unless we agree otherwise in writing.

13. Ending the agreement

Either party may end an agreement if the other commits a serious breach and, where the breach can be corrected, does not correct it within a reasonable time after written notice. We may also end or suspend services where an invoice remains overdue, required access is not provided, or continuing the work would be unlawful or unsafe.

Ending an agreement does not affect rights and payment obligations that arose before it ended. Any terms intended to continue, including confidentiality, intellectual property and liability provisions, will continue to apply.

14. Liability

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

To the fullest extent permitted by law, Rekode will not be liable for indirect or consequential loss, loss of profit, revenue, business, opportunity, anticipated savings, goodwill or data. Rekode's total liability arising from a monthly plan will not exceed the fees paid under that plan in the 12 months before the event giving rise to the claim. For project or one-off work, total liability will not exceed the fees paid for that specific work.

15. Events outside our control

Neither party will be responsible for delay or failure caused by events reasonably outside its control, including internet or hosting outages, cyber incidents, utility failures, industrial disputes, natural events, government action or failures of third-party platforms.

16. Changes to these terms

We may update these terms from time to time. Changes will apply to new work and future monthly service periods after the updated terms are published or otherwise brought to your attention. They will not retrospectively change an already agreed fixed project unless both parties agree.

17. General

If any part of these terms is found unenforceable, the remaining terms will continue. A delay in enforcing a right does not waive it. You may not transfer an agreement without our written consent. Nothing in these terms creates a partnership, employment relationship or agency between the parties.

18. Governing law

These terms and any dispute arising from them are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction.

19. Contact

Questions about these terms can be sent to hello@rekode.co.uk.