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Commitment to Clients

Thanks for thinking about working with me. This page sets out what you can expect from me and the few things that help me do a good job.

It sits alongside my Terms and Conditions, which cover the legal detail. If the two ever differ, the Terms and Conditions take precedence.

Last Updated: 7 October 2026

Being honest with you

Honest advice is the most useful thing I can offer, so I'll share it openly and kindly.

  • Before we start, we'll talk about what's realistic, so we're working towards the same goal.
  • Any numbers I report will be backed by data, and I'm happy to show you where the numbers came from.
  • If something isn't working, I'll let you know early and we can work out what to change together.
  • If someone else would be a better fit for the job, I'll say so and try to point you in their direction.

Keeping in touch

I'll keep you in the loop, so you know where things are without having to chase.

  • I aim to reply within one working day (UK time), even if it's just to let you know when I'll have a proper answer.
  • I prefer to keep most communication in writing, so decisions are easy to find later. I'm happy to jump on a call during UK working hours too.
  • I travel while I work, so if I'll be offline for more than a working day, I'll give you a heads-up.
  • For ongoing work, I'll send regular updates on what's done, what's next and anything I need from you.

Clear pricing

We'll agree costs together before any work begins, so you can plan with confidence.

  • Each job has a fixed fee or monthly retainer, based on the scope and agreed in writing before we start.
  • Your scope document lists what's included, so we're both clear on what's covered.
  • If you'd like something outside that, I'll explain what it would cost and we'll agree it in writing before I start.
  • Each deliverable includes two rounds of revisions, unless your scope document says otherwise.
  • Hosting is billed once a year, and I'll give you at least 30 days' notice of any price changes before renewal.

Looking after your work

I'll take care with your work and keep you informed if anything changes along the way.

  • We'll agree dates together at the start. If one looks at risk, I'll tell you as soon as I know and suggest a new date.
  • I do the work myself. If a job ever needs a specialist, I'll check with you first and remain responsible for their work.
  • If I host your website, it'll have daily backups, regular updates and security monitoring. If an update causes a problem, I'll fix it or restore the site.

Your accounts, your data, your work

Your accounts, data and work belong to you, and I'll take good care of them while I'm involved.

  • Ad and platform accounts, such as Google Ads, LinkedIn, Meta and your CRM, stay in your name. I'll work in them with access you can manage.
  • Once everything's paid for, the work I've created for you is yours, subject to any third-party licences or exclusions agreed in your scope.
  • Your domain stays in your name, even if I register or renew it on your behalf.
  • Anything confidential you share with me stays that way, during our work together and afterwards.
  • I'll handle personal data in line with UK GDPR. Where I process personal data on your behalf, we'll put a data processing agreement in place.
  • If I'd like to share your project as a case study, I'll ask for your approval first.

If something's not right

Mistakes happen, and if something isn't right, I'd really like to hear about it. The sooner the better.

  • Just email or message me. I'll acknowledge it within one working day and come back with a plan within five working days.
  • I'll explain what happened in plain English.
  • If it's my mistake, I'll hold my hands up and put it right at my cost.

When we finish

If it's time to move on, I'll make the handover as easy as I can.

  • Either of us can end a retainer with 30 days' written notice.
  • Hosting renews annually. To cancel, just give me at least 30 days' notice before the renewal date.
  • I'll hand over your files, access details and a short note of what's set up where, so whoever comes next can pick it up.
  • For hosted sites, you'll get one free export of your files and database within 14 days of asking, once any outstanding invoices are settled. 
  • I'll keep a copy of your hosted site for 30 days after hosting ends, so please ask for your export before then.
  • If I ever stop offering hosting, I'll give you at least 60 days' notice, refund the unused part of your year and help you move your site.

How you can help

Good work is a team effort, and a few things on your side make a real difference.

  • One main contact who can make decisions.
  • The access, information and approvals I need, as close to when I need them as possible.
  • Feedback gathered into one reply, within 10 working days of each deliverable. After that the Terms and Conditions treat it as approved, so do let me know if you need longer.
  • Invoices paid within 30 days.
  • A heads-up, as early as possible, if your priorities or budget change.

Working through an agency

Sometimes I work on behalf of an agency rarther than directly with you. In those cases, the agency is my client, so briefs, approvals and invoices go through them. I'll still give your project the same care and attention.