Terms & Conditions

This Agreement outlines the terms for website design, domain name management, hosting, digital marketing and related services provided by Luminite Design Ltd (referred to as “Luminite Design”) to the Client.

Scope of Work

The services provided by Luminite Design are limited to those outlined in the selected package. Any additional work, such as significant design changes, new functionality, or services not previously agreed upon, will be treated as additional work and invoiced separately at the rates specified in this agreement.

Website Design and Copyright Ownership
  • Upon full payment of the agreed design fees, all copyright, title, and interest in the website design and related elements are transferred to the Client.
  • The Client holds full ownership and rights to modify, use, or transfer the website.
  • Luminite Design does not retain any ownership over the website once full payment is made.
Domain Name Management
  • Luminite Design may manage the Client’s domain name. However, the Client retains full ownership of the domain at all times.
  • Upon request, Luminite Design will transfer the domain to the Client or a nominated third-party registrar at no cost.
  • In the event of the death of Luminite Design’s owner, domain and website transfers will be handled by a designated team member, with costs covered by the estate of Luminite Design.
Website Hosting and Migration
  • Luminite Design will host the Client’s website. Should the Client choose to move their website to another hosting provider, a two (2) month notice period is required.
  • Luminite Design will assist in the smooth transfer of all necessary files and assets without additional fees. Any third-party costs related to the transfer are the responsibility of the Client.
Booking Fee

A non-refundable booking fee of 30% is required to secure your project. This fee confirms your commitment and reserves the necessary time and resources to deliver your project. This booking fee is applied towards the total project cost and is deducted from the final payment due upon project completion.

Paying our Invoices

All Website Care Packages cover the following essential services, with third-party costs paid directly by Luminite Design and included in your package fee:

  • Domain Registration
  • AWS Hosting Cost
  • WordPress Theme Membership
  • Plugin Memberships

As these are direct expenses to Luminite Design, timely payment of our invoices is essential to ensure uninterrupted service. Failure to pay may result in the suspension of your website and email services.

Terms & Conditions

VAT Payable

All prices are exclusive of VAT, and 20% VAT will be added to the final invoice.

Server Space

Monthly packages include 5GB of space on Luminite Design’s cloud server. Additional space can be purchased per month for each additional 5GB.

Priority for Monthly Package Clients

Clients on monthly packages receive priority service, with reduced rates for work over 15 minutes.

Invoicing and Payments

  • Monthly fees must be paid in advance of the month on the 1st of each month. For example, the 1st February payment covers February’s hosting and management or digital marketing work.
  • Additional work beyond the agreed package will be invoiced separately, with payment terms of 7 days from the invoice date.
  • Late payments beyond 14 days may result in the website being taken offline until payment is made.

Transfer of Website

If the Client moves hosting away from Luminite Design, any plugin or theme memberships previously covered by Luminite Design will become the Client’s responsibility.

Package Upgrades/Downgrades

Clients can upgrade or downgrade their package at any time. E-commerce websites must maintain at least the Advanced Care Package per month.

Work Flexibility and Custom Services
  • Minor amendments are typically completed within 2-3 working days, with priority given to monthly package clients.
  • Clients can request bespoke services such as SEO, emergency updates, or content edits. These will be quoted separately and agreed upon before work begins.
Website Service Level Agreement (SLA)

Amendments & Updates Response Times

  • Annual Client Updates: charges per minute for updates or amendments, with a 2-week turnaround.
  • Essential Client Updates: The first 10 minutes are included in the monthly package price. Amendments over 10 minutes are charged per minute, with a 120-hour turnaround.
  • Advanced Client Updates: The first 1 hour of updates are included in the monthly package price. Amendments over 1 hour are charged per minute, with a 96-hour turnaround.
  • Premium Client Updates: The first 2 hours of updates are included in the monthly package price. Amendments over 2 hours are charged per minute, with a 96-hour turnaround.
  • We can deliver updates within 24 hours; charged per minute.
  • Any unused time will be dedicated to SEO updates, blog posts, or site improvements, ensuring your website is always fresh and up-to-date. Time does not roll over.

Website Fault Response Times

Whether you have time left or have paid for time, if you have a fault on your website, it will be prioritised and repaired at no extra costs; within reason.

  • Non-urgent Fault: Luminite Design will respond within 2 working days.
  • Priority Fault: (for monthly package clients): Response within 1 working day.
  • Emergency Fault: (e.g., website downtime): Response within 4 hours during business hours.

Uptime Guaranteed

Luminite Design guarantees that hosted websites will be available 99.9% of the time, excluding scheduled maintenance or unforeseen events beyond control, such as natural disasters or major third-party outages.

Email Support Hours

  • Business hours: Monday to Friday, 9 am – 5 pm.
  • Out-of-hours support by WhatsApp: Available at a higher rate as specified in the terms, with response times depending on availability.

    Scheduled Maintenance

    Clients will be informed of any planned downtime for maintenance at least 48 hours in advance.

    Exclusions

    The SLA does not cover:

    • Issues caused by the Client’s own actions, such as unauthorised plugin installations or modifications.
    • Any downtime or issues resulting from third-party service providers or unforeseen external events.
    Definition of a Design Request

    A design request constitutes the creation of a single graphic, asset, or one page of design work. For clarity:

    • One Request: Covers a standalone page (e.g., a poster, leaflet page, or digital graphic).
    • Multi-Page Projects: Each page within a larger project, such as a brochure or booklet, is counted as one request per page. For example, a 10-page brochure would equate to 10 design requests.

    By defining a design request clearly, we ensure transparency and fair usage across all packages.

    Portfolio Use

    Upon completion of the project and subject to Client approval, Luminite Design reserves the right to use the completed website or related designs in its portfolio and marketing materials unless otherwise agreed in writing by the Client.

    Cancellation/Termination
    • Either party may terminate this agreement by providing 30 days’ written notice. If the Client wishes to terminate before the end of the paid period, no refunds will be provided for unused services.
    • Upon cancellation of the agreement, if the Client wishes to transfer their website to another hosting provider, they are required to provide two (2) months’ notice to allow for the proper transfer and setup of hosting with a new provider. The service agreement may terminate within 30 days, but website transfers may take up to 2 months to ensure a smooth transition.
    Refunds

    All deposits and advance payments are non-refundable. Once work has commenced or services have been provided (e.g., hosting, website design, content creation), no refunds will be given unless expressly agreed by Luminite Design in writing.

    Force Majeure

    Luminite Design will not be liable for any failure or delay in performance of its obligations under this agreement if such failure or delay is due to causes beyond its reasonable control, including but not limited to acts of God, war, strikes, or shortages of resources.

    Data Protection

    Luminite Design will comply with all applicable data protection regulations, including GDPR, in the storage and handling of any personal data provided by the Client. The Client is responsible for ensuring that any personal data shared with Luminite Design is obtained and processed in accordance with applicable laws.

    Contract Options

    Clients can choose between:

    • Month-to-month rolling contracts
    • 12-month contracts
    • 2-year contracts
    • 3-year contracts
    Liability

    Luminite Design shall not be liable for any indirect, incidental, or consequential damages arising from the services provided.

    Governing Law

    This Agreement is governed by the laws of England and Wales, and any disputes will be resolved in the courts of England and Wales.