Highrise Digital Ltd

Website Development and Support Terms and Conditions

Last updated: 4 August 2026

These terms explain how Highrise Digital Ltd provides website design, website development, technical support, consultancy, hosting, maintenance and related services to business customers.

Highrise Digital Ltd is registered in England and Wales under company number 09989726. Our registered-office and current contact details are available on our Company Information page.

About these terms

1.1. In these terms, “Highrise Digital”, “we”, “us” and “our” mean Highrise Digital Ltd. “Customer”, “you” and “your” mean the person or organisation purchasing the Services.

1.2. These terms apply only where you are acting for purposes connected with your trade, business, craft or profession. By entering into a Contract with us, you confirm that you are not acting as a consumer.

1.3. The following definitions apply:

• Contract means the agreement between you and us for the Services, consisting of the documents listed in clause 2.3.
• Deliverables means the website, code, designs, documents or other materials that the Proposal says we will create specifically for you.
• Go-Live Date means the date on which a website is first made publicly accessible on its intended live domain.
• Proposal means our quotation, proposal, statement of work, Service Order, order form, estimate or other document describing the Services.
• Services means the services described in the Proposal, including any agreed changes.
• Third-Party Services means software, hosting, platforms, plugins, themes, APIs, fonts, images, payment services or other products and services supplied by someone other than Highrise Digital.
• Working Day means Monday to Friday, excluding public holidays in England.

How a Contract is formed

2.1. A Proposal is open for acceptance for the period stated in it. If no period is stated, it is open for 30 days from its date.

2.2. A Contract is formed when you accept the Proposal by signing it, confirming acceptance by email, paying a deposit or invoice, or instructing us to begin the Services.

2.3. The Contract consists of the following documents, where applicable:

1. The Proposal and any written changes agreed by both parties.
2. Any project-specific terms expressly identified in the Proposal.
3. Our Retainer and Maintenance Terms, where the Services include a retainer, maintenance plan or Care Plan.
4. Our Website Warranty Terms, where a website warranty applies.
5. Our Data Processing Agreement, where we process Personal Data on your behalf.
6. These Terms and Conditions.

2.4. If Contract documents conflict:

1. any mandatory international data-transfer clauses take priority for the transfers they govern;
2. the Data Processing Agreement takes priority for matters concerning the processing of Customer Personal Data;
3. the Proposal takes priority for the scope, charges and project-specific commercial arrangements;
4. applicable Retainer and Maintenance Terms or Website Warranty Terms take priority for the Services they govern; and
5. these Terms and Conditions apply to all remaining matters.

2.5. You confirm that the person accepting the Contract on your behalf has authority to bind you.

2.6. The version of these terms and any incorporated online terms in force when the Contract is formed will apply to that Contract unless the parties subsequently agree a change in writing.

Our Services

3.1. We will provide the Services with reasonable care and skill and materially in accordance with the agreed Proposal.

3.2. Only work expressly described in the Proposal is included in the Services. Examples, discussions, demonstrations and preliminary ideas do not form part of the scope unless included in the Proposal.

3.3. Dates and timescales are estimates unless the Proposal expressly states that a date is fixed. Time is not of the essence of the Contract.

3.4. We may use employees, contractors and specialist subcontractors to provide the Services. We remain responsible for the Services they perform on our behalf.

3.5. We may make minor technical changes where reasonably necessary to maintain security, compatibility, performance or good industry practice, provided that the change does not materially reduce the agreed functionality.

Your responsibilities

4.1. You will:

• provide complete and accurate information, content, access credentials and decisions when reasonably required;
• appoint a person with authority to give instructions and approvals on your behalf;
• review work and provide consolidated feedback within the times stated in the Proposal or, if no time is stated, within five Working Days;
• ensure that your instructions, business activities, content and use of the Deliverables comply with applicable law;
• maintain suitable security for accounts and credentials under your control; and
• keep independent copies of content, data and other materials supplied to us.

4.2. We may rely on instructions and approvals given by your nominated contact. An approval is final unless we agree otherwise in writing.

4.3. You warrant that you own, or have all permissions needed for us to use, copy, adapt and publish, any text, images, videos, fonts, data, trademarks, software and other materials you provide.

4.4. You are responsible for the accuracy, legality and completeness of your content, including legal notices, privacy information, product information, pricing and claims made on your website. We do not provide legal, regulatory, tax or accessibility advice unless expressly agreed in writing.

4.5. During a project, you will not permit another supplier to change the relevant codebase or technical environment without first notifying us. If another supplier’s involvement affects our work, timetable or ability to diagnose an issue, we may propose revised charges and timescales.

Project delays and inactivity

5.1. Our ability to meet an estimated timetable depends on you meeting your responsibilities. We are not responsible for delay caused by missing content, access, instructions, approvals or other Customer dependencies.

5.2. If a Customer dependency is delayed, we may adjust the timetable and reallocate our team to other work. Resuming the Services will be subject to our reasonable availability.

5.3. If a project is inactive because of something you are required to provide for 30 days or more, we may give written notice that the project is paused. We may invoice work completed and non-cancellable costs incurred up to the pause date.

5.4. If that inactivity continues for 60 days after our notice, we may terminate the affected project under clause 16. You will remain responsible for work completed and committed costs, but we will not charge for work we have not performed.

Changes and additional work

6.1. Either party may request a change to the Services. A change is not agreed until its effect on scope, price and timetable is confirmed in writing by both parties.

6.2. Work outside the agreed scope is chargeable at the rate stated in the Proposal or, if none is stated, our standard rate at the time the work is requested.

6.3. If urgent action is reasonably required to protect security, availability or data, we may carry out the minimum work necessary without prior approval where it is not reasonably practicable to contact you. We will tell you as soon as reasonably possible. Chargeable emergency work will be billed at the applicable rate.

Charges and payment

7.1. Charges are set out in the Proposal and are exclusive of VAT and agreed expenses unless stated otherwise.

7.2. Estimates are given in good faith based on the information available at the time. An estimate is not a fixed price. We will seek approval before materially exceeding an estimate, unless urgent work is permitted under clause 6.3.

7.3. Unless otherwise agreed, invoices are payable by electronic bank transfer within seven days of the invoice date.

7.4. Deposits and advance payments for fixed projects are payments towards the Services. If a fixed project ends, we may apply them against work completed and non-cancellable costs reasonably incurred and will refund any remaining balance.

7.5. Clause 7.4 does not apply to non-refundable recurring, retainer, maintenance or Care Plan fees, which are governed by the applicable Proposal and our Retainer and Maintenance Terms.

7.6. For a website project, the final invoice and any other undisputed overdue amounts must be paid before the website is launched or the final Deliverables are released.

7.7. If you reasonably dispute an invoice, you must tell us promptly, explain the basis of the dispute and pay the undisputed amount by the due date. The parties will work in good faith to resolve the disputed amount.

7.8. For overdue business-to-business payments, we may charge statutory interest and claim compensation and reasonable recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998.

7.9. If an undisputed amount remains overdue, we may suspend the affected Services after giving at least five Working Days’ written notice. Suspension does not remove your obligation to pay and may affect the timetable.

7.10. You may not withhold or set off payment against another claim unless required by law or agreed by us in writing.

Prepaid time, retainers and support

8.1. Development and support may be supplied on a time-and-materials basis, through prepaid time or under a retainer, as stated in the Proposal.

8.2. Investigation, diagnosis, meetings, project management, communication, testing, deployment and documentation are chargeable where reasonably undertaken as part of the requested work.

8.3. Unless the Proposal states otherwise, standalone prepaid time that is not part of a retainer:

• must be used within 60 days after payment;
• is subject to reasonable scheduling and team availability;
• is deducted in the charging increments stated in the Proposal; and
• does not roll over or remain refundable after expiry.

8.4. You should request work with sufficient notice to allow it to be scheduled before standalone prepaid time expires. If we cannot make a suitably qualified person reasonably available before expiry after receiving a timely request, the affected time will be extended or refunded.

8.5. Retainer, maintenance and Care Plan Services are governed by our Retainer and Maintenance Terms. Unless the Proposal expressly states otherwise:

• Included Hours apply only during the relevant Retainer Period;
• unused Included Hours do not roll over;
• Customer cancellation does not create a refund or credit for unused hours; and
• Customer cancellation does not create a refund for the remainder of a prepaid month, quarter, year or other Retainer Period.

8.6. We will seek approval before knowingly exceeding the available prepaid or retainer time, except where clause 6.3 applies.

8.7. Response times are targets and not guaranteed service levels unless the Proposal expressly identifies them as a service-level agreement. Out-of-hours or emergency support is included only where expressly agreed.

8.8. We cannot guarantee that every fault can be reproduced or resolved, particularly where it relates to a Third-Party Service or an environment outside our control. Reasonable investigation remains chargeable even if it does not result in a complete resolution.

Testing, approval and launch

9.1. We will tell you when a material Deliverable is ready for review. You must test it and report any material failure to meet the agreed scope within the review period stated in the Proposal or, if none is stated, within 10 Working Days.

9.2. A report must contain enough detail for us to understand and, where applicable, reproduce the issue. We will correct verified failures to meet the agreed scope and resubmit the affected work.

9.3. A Deliverable will be treated as accepted when the first of the following occurs:

• you confirm acceptance in writing;
• you instruct us to launch or deploy it;
• you use it in a live production environment other than for agreed testing; or
• the review period expires without you reporting a material failure to meet the agreed scope.

9.4. Acceptance does not remove any rights you have under the Website Warranty Terms in relation to an issue that was not reasonably apparent during testing.

9.5. Launch may depend on third parties, domain settings, hosting, data migration and other factors. We are not responsible for delay caused by matters outside our reasonable control.

Website warranty

10.1. New website builds supplied by us are covered by our Website Warranty Terms, unless the Proposal states otherwise. The version of those terms made available when the Contract is formed is incorporated into the Contract.

10.2. Unless otherwise agreed in writing, the warranty lasts for one calendar month from the Go-Live Date.

10.3. The warranty covers bugs caused by our work and functionality expressly included in the agreed scope but not delivered or not operating materially as agreed. It does not cover new requirements, ongoing maintenance or matters excluded by the Website Warranty Terms.

10.4. Ad hoc development and support work does not extend or restart the warranty for the website as a whole. Any warranty applying to a specific item of ad hoc work will be stated in the Proposal.

Browsers, accessibility and performance

11.1. We will test websites against the browsers, devices, screen sizes and accessibility standard stated in the Proposal. If none are stated, we will use a reasonable selection of current, commonly used browsers and devices at the time of development.

11.2. Support for obsolete browsers, unusual devices or assistive-technology combinations is not included unless agreed in writing.

11.3. Website speed, search-engine ranking, traffic, conversions, revenue, accessibility compliance and compatibility with future technology depend on many factors. We do not guarantee a particular result unless the Proposal contains an express measurable commitment.

Intellectual property

12.1. You retain ownership of materials you supply to us. You grant us a non-exclusive, worldwide, royalty-free licence to use, copy, adapt and share those materials as reasonably necessary to provide the Services.

12.2. We retain ownership of materials, code, tools, systems, processes, templates, know-how and components that we created before the Contract or develop independently of your project (“Highrise Materials”).

12.3. Subject to full payment of all amounts due for the relevant Deliverables, we assign to you the intellectual property rights that we own in Deliverables created specifically and exclusively for you. This assignment does not include Highrise Materials or Third-Party Services.

12.4. To the extent that Highrise Materials are incorporated into a Deliverable, we grant you a perpetual, worldwide, non-exclusive and royalty-free licence to use and modify those Highrise Materials solely as part of, and for the operation, maintenance and development of, that Deliverable for your own business purposes.

You may permit your employees and replacement suppliers to exercise those rights solely on your behalf. You must not extract, distribute, sell, license, sublicense or otherwise commercially exploit the Highrise Materials separately from the Deliverable, or reuse them in another product, website or project, without our prior written consent.

This restriction does not prevent you from transferring the Deliverable, together with the incorporated Highrise Materials, as part of a genuine sale or transfer of the relevant website or your business. Any open-source or third-party materials remain subject to their applicable licence terms.

12.5. Open-source software and Third-Party Services remain subject to their own licence terms. Nothing in the Contract transfers ownership of them or overrides their licences.

12.6. We may reuse general ideas, skills, experience, know-how and non-Customer-specific components gained or developed while providing the Services, provided that we do not disclose your confidential information or reuse materials owned exclusively by you.

12.7. We may include development credits in a website footer only where stated in the Proposal. You may ask us to remove a credit at any time.

12.8. Unless you opt out in writing before publication, we may identify you as a Customer and display publicly available parts of the completed work in our portfolio, proposals, awards entries and marketing. We will not publish your confidential information or imply an endorsement you have not given.

Third-Party Services

13.1. We may recommend or use Third-Party Services where reasonably appropriate. Their supply and continued operation are controlled by their providers and may be subject to separate terms, privacy notices and charges.

13.2. The Proposal will identify material paid Third-Party Services known at the start of the project and, where reasonably possible, state who is responsible for purchasing and renewing them.

13.3. If a Third-Party Service is licensed through our agency account, your right to receive updates or support under that licence may end when our ongoing relationship ends. We will tell you where we know this applies, and you may purchase your own licence.

13.4. We are not responsible for a Third-Party Service changing, being withdrawn or failing, except to the extent that we failed to exercise reasonable care and skill in selecting, configuring or integrating it.

13.5. Work required because a Third-Party Service changes after it was implemented is outside scope unless covered by a maintenance agreement.

Hosting and maintenance

14.1. This section applies only where the Proposal includes hosting or maintenance.

14.2. We may resell or manage services provided using third-party infrastructure. We will identify material provider terms that you must accept before the relevant service begins.

14.3. The service period, renewal basis, charges and any included support or service levels will be stated in the Proposal. Unless a service level is expressly agreed, hosting is supplied on a reasonable-efforts basis and uninterrupted availability is not guaranteed.

14.4. We may change hosting or maintenance charges by giving at least 30 days’ notice before the change takes effect. If you do not accept an increase, you may terminate the affected recurring service before the new charge applies. Fees already paid remain non-refundable except where the Proposal, Retainer and Maintenance Terms or applicable law expressly provides otherwise.

14.5. Backups are included only where stated in the Proposal. Any stated backup schedule is a recovery precaution and not a guarantee that every version of data will be recoverable. You should maintain an independent current copy of business-critical website content and data.

14.6. We do not provide hosting Services to any person or organisation whose principal business includes producing, distributing, promoting or monetising pornographic, sexually explicit or adult-entertainment content or services.

You must not use, or permit another person to use, hosting supplied through us to:

• carry out, promote, facilitate or encourage unlawful, fraudulent or criminal activity;
• publish, store, transmit, distribute, advertise or provide access to pornographic, sexually explicit or adult-entertainment content, products or services, whether lawful or unlawful;
• publish, store, transmit or distribute child sexual abuse material, exploitative sexual content, non-consensual intimate images, extreme pornography or content that sexualises children;
• promote, support, glorify, finance, recruit for, instruct, encourage or otherwise facilitate terrorism, terrorist activity or a proscribed organisation;
• incite violence, hatred, discrimination, harassment or abuse;
• infringe intellectual-property, privacy, confidentiality or other legal rights;
• create, distribute or operate malware, spyware, ransomware, malicious code, phishing, credential theft or other harmful technology;
• gain or attempt to gain unauthorised access to accounts, devices, networks, data or other systems;
• send unsolicited bulk messages or operate unlawful or abusive marketing activities;
• interfere with, overload, probe, scan, disrupt or attack another service, system or network; or
• host content or conduct activity that creates a material legal, regulatory, security, reputational or operational risk to us, our providers, our customers or another person.

14.7. If we reasonably believe that clause 14.6 has been breached, or that action is required by law, a regulator, law-enforcement authority or an infrastructure provider, we may:

• investigate the suspected breach;
• require you to remove or disable the relevant content or activity;
• remove, block or disable access to content where reasonably necessary;
• suspend or terminate the affected Services immediately and without prior notice;
• preserve relevant information and evidence; and
• report the matter to, or cooperate with, an appropriate provider, regulator or law-enforcement authority.

Where reasonably practicable and lawful, we will limit our action to what is proportionate to the suspected breach. We are not required to monitor all hosted content proactively, and action taken under this clause does not transfer responsibility for your content or use of the Services to us.

14.8. On termination of hosting, you must arrange any required migration or export before the termination date. We will provide reasonable migration assistance at our standard rate. Unless the Proposal or applicable law requires otherwise, we may delete remaining website data 30 days after termination.

Data protection and confidentiality

15.1. Each party will comply with applicable data protection law in connection with the Contract.

15.2. Where we process Personal Data on your behalf as a Processor, our Data Processing Agreement will apply. The parties will complete or agree the processing details required for the relevant Services.

15.3. Our use of business contact and account information as an independent Controller is explained in our Privacy Policy.

15.4. Each party will keep the other party’s confidential information confidential and use it only to perform or receive the Services. This obligation does not apply to information that:

• is or becomes public other than through a breach of the Contract;
• was lawfully known without restriction before disclosure;
• is received lawfully from another person without a confidentiality obligation; or
• is independently developed without using the other party’s confidential information.

15.5. A party may disclose confidential information where required by law or to its professional advisers, insurers, employees and subcontractors who need it and are subject to appropriate confidentiality obligations.

Suspension and termination

16.1. Either party may terminate a Contract immediately by written notice if the other party:

• commits a material breach and, where the breach can be remedied, does not remedy it within 14 days after written notice; or
• becomes insolvent, enters liquidation or administration, ceases trading or is subject to an equivalent event, except as part of a solvent restructuring.

16.2. You may terminate a fixed project for convenience at any time by written notice. You must pay for Services performed up to termination, approved work in progress and non-cancellable third-party costs reasonably committed for the project. We will refund any fixed-project advance payment remaining after those amounts are deducted.

16.3. Clause 16.2 does not apply to retainer, maintenance or Care Plan fees. Those Services may be cancelled only in accordance with the applicable Proposal and our Retainer and Maintenance Terms. Customer cancellation does not entitle the Customer to a refund for unused hours or the remainder of a prepaid month, quarter, year or other Retainer Period.

16.4. A recurring hosting or support service not governed by the Retainer and Maintenance Terms may be terminated in accordance with the notice period stated in the Proposal. If no period is stated, either party may terminate it on 30 days’ written notice.

16.5. If we terminate a prepaid recurring service for convenience before the end of its current paid period, we will provide a proportionate refund for the period after the effective termination date during which the Service will not be provided.

16.6. No refund is due where we terminate or suspend Services because of your material breach, non-payment, unlawful or unsafe instructions, insolvency or another circumstance for which the Contract permits termination without refund.

16.7. On termination:

• all undisputed amounts due become payable;
• each party will return or delete the other’s confidential information where reasonably requested, subject to legal and legitimate record-keeping requirements;
• we will provide completed and paid-for Deliverables in our possession in a reasonable electronic format;
• any migration, handover or additional assistance is chargeable unless included in the Proposal; and
• Customer Personal Data will be returned or deleted in accordance with the Data Processing Agreement.

16.8. Clauses intended by their nature to continue after termination, including payment, intellectual property, confidentiality, liability and governing law, will continue.

Liability

17.1. Nothing in the Contract excludes or limits either party’s liability for:

• death or personal injury caused by its negligence;
• fraud or fraudulent misrepresentation; or
• a liability that cannot lawfully be excluded or limited.

17.2. Subject to clause 17.1, neither party is liable to the other for any indirect or consequential loss, or for loss of profit, revenue, anticipated savings, business opportunity, contracts or goodwill.

17.3. Subject to clause 17.1, we are not liable for loss or corruption of data except for the reasonable cost of restoring data from the most recent usable backup that the Contract expressly required us to maintain.

17.4. Subject to clause 17.1, our total aggregate liability arising from or connected with a fixed project will not exceed the total charges paid or payable for that project.

17.5. Subject to clause 17.1, our total aggregate liability arising from or connected with recurring or time-and-materials Services will not exceed the charges paid or payable for the affected Services during the 12 months immediately before the event giving rise to the claim.

17.6. The limitations in this section apply to liability in contract, tort including negligence, misrepresentation, breach of statutory duty and otherwise. Each party acknowledges that the charges reflect this allocation of risk.

17.7. Nothing in this section limits your obligation to pay charges properly due.

17.8. You will reimburse us for losses, damages and reasonable external legal costs arising from a third-party claim that materials supplied by you infringe that third party’s rights or that your instructions required unlawful activity, except to the extent the claim was caused by our breach or negligence. We will notify you promptly and allow you reasonable involvement in the defence and settlement of the claim.

Events outside reasonable control

18.1. Neither party is liable for delay or failure caused by an event outside its reasonable control, including widespread internet or utility failure, natural disaster, epidemic, war, civil disorder, labour dispute, government action or failure of a critical third-party platform.

18.2. The affected party will notify the other and take reasonable steps to reduce the effect. Payment obligations for Services already supplied are not excused.

18.3. If the event prevents a material part of the Services for more than 30 days, either party may terminate the affected Services by written notice. You will pay for Services performed and non-cancellable costs incurred up to termination.

General terms

19.1. Entire agreement. The Contract contains the entire agreement between the parties about its subject matter and replaces earlier discussions, proposals and understandings. Neither party relies on a statement not included in the Contract, but this does not exclude liability for fraud.

19.2. Changes to the Contract. A change to an existing Contract must be agreed in writing by both parties. We may update these standard terms for future Contracts, but an online update will not retrospectively change an existing Contract.

19.3. Assignment. Neither party may transfer the Contract without the other’s written consent, which will not be unreasonably withheld or delayed. We may transfer the Contract as part of a genuine sale or restructuring of our business if this does not materially reduce your rights.

19.4. No partnership or agency. The Contract does not create a partnership, joint venture, employment relationship or authority for either party to bind the other.

19.5. Third-party rights. A person who is not a party to the Contract has no right to enforce it under the Contracts (Rights of Third Parties) Act 1999.

19.6. Waiver. A delay or failure to exercise a right does not waive that right. A waiver is effective only if given in writing and only for the circumstances for which it is given.

19.7. Severability. If part of the Contract is unlawful or unenforceable, it will be treated as modified to the minimum extent necessary to make it enforceable or, if that is not possible, deleted. The rest of the Contract will continue.

19.8. Notices. Contract notices must be sent by email to the address stated in the Proposal or most recently notified for that purpose. A notice is treated as received on the next Working Day after sending, provided the sender does not receive a delivery-failure message. Current general contact details are available on our Company Information page. This clause does not apply to formal service of court proceedings.

19.9. Resolving disputes. Before starting court proceedings, each party will use reasonable efforts to resolve a dispute through discussions between people with authority to settle it. This does not prevent urgent applications or proceedings needed to protect a limitation period.

Governing law and jurisdiction

20.1. The Contract and any non-contractual dispute arising from it are governed by the laws of England and Wales.

20.2. The courts of England and Wales have exclusive jurisdiction to settle any dispute arising from or connected with the Contract.