These Terms and Conditions govern the working relationship between Wisteria Graphics (“we”, “us”, “our”) and our clients (“you”, “the client”). By engaging Wisteria Graphics for any project or service, you confirm that you have read, understood, and agreed to these terms in full.

1. Onboarding & Discovery

• All new clients must complete the Wisteria Graphics Discovery Kit before a discovery call can be scheduled.

• Discovery calls are arranged only after you have reviewed and agreed to the initial proposal and estimated project scope.

• Website development will not begin until all required materials have been submitted, including the discovery questionnaire, website content, images, and branding materials.

2. Project Scope

• Website packages include only the features listed in the agreed proposal. Additional features or functionality will require a revised quotation.

• Any work requested outside the agreed scope will require a separate quotation or additional development fee.

• Once a design or development stage has been approved, returning to that stage may require additional work and fees.

• Any major changes requested after design approval may require additional development time and cost.

2a. Website Design Process

• Before design begins, clients will be asked to provide style references or examples of websites they like. This helps Wisteria Graphics understand the desired look and feel.

• Wisteria Graphics will produce 2 homepage mockup concepts for the client to review. The client will select one preferred direction from these two options.

• Revisions are applied to the chosen mockup only, and are limited to 2 rounds of revisions as standard.

• Once the homepage design has been approved, the same style, layout, and design language will be applied to all remaining pages of the website. This applies to both new website builds and website redesigns.

• If a client requests an additional homepage layout or mockup beyond the 2 included, a charge of £100 per additional mockup will apply.

• For new website builds, Wisteria Graphics aims to deliver the completed website within 14 working days from the date all required materials have been received. Saturdays and Sundays are excluded from this count.

• This timeline is subject to the client providing timely feedback and approvals as outlined in Section 5. Delays caused by late responses or missing materials will extend the delivery date accordingly.

2b. Logo Design Process

• Before design begins, clients will be asked to provide style references, colour preferences, and any specific design requirements or ideas.

• Wisteria Graphics will provide 2 to 3 logo mockup concepts for the client to review. The client must select one preferred concept from those provided.

• Revisions are applied to the chosen concept only, and are limited to 2 rounds of revisions as standard.

• Once the final logo has been installed on the client’s website, the logo is considered finalised and accepted. If the client raises no further feedback regarding the logo at the point of installation, the design is deemed approved and sold.

2c. Website Maintenance & Troubleshooting

• Website maintenance, troubleshooting, and any technical work that falls outside the original project scope is treated as a separate service and will be billed at an hourly rate.

• This includes, but is not limited to: fixing issues arising after launch, making content updates, resolving plugin conflicts, and any other work not covered in the original agreement.

• Clients will be informed of the applicable hourly rate before any out-of-scope work begins.

2d. Website Redesign

• For website redesigns, Wisteria Graphics aims to deliver within 14 working days from the date all required materials have been received. Saturdays and Sundays are excluded from this count.

• However, delivery timelines for redesigns are assessed on a case-by-case basis. Websites with more than 8 pages will require additional time beyond the standard 14-day estimate. The revised timeline will be communicated to the client before work begins.

• The client is responsible for providing all existing content, login credentials, and access to the current website in a timely manner. Delays in providing these will affect the delivery date.

3. Payment Terms

• Full payment is required upfront before the project begins.

• In special cases, two instalments may be offered for website design projects. The first instalment is due before work begins, and the second instalment is due before the website is launched or upon final design approval, whichever comes first. Instalment arrangements must be agreed in writing prior to the project starting.

• Once a project has started, no full refund will be issued. All hours spent by Wisteria Graphics up to the point of cancellation will be billed at our standard hourly rate and deducted from any amount paid. Any remaining balance after deducting billable hours will be refunded. If the billable hours exceed the amount paid, the client will be invoiced for the outstanding balance.

• Clients requesting instalment terms must agree to allow Wisteria Graphics to tag their social media accounts in promotional posts, and may be asked to share Wisteria Graphics within their professional or business community as a referral.

• Instalment arrangements are generally offered only to clients with an established online presence or significant audience reach.

4. Communication

• All project communication must be conducted through official Wisteria Graphics channels: the official email address, the designated WhatsApp project group chat, or scheduled meetings. Personal phone numbers must not be used for project communication.

• A WhatsApp group chat will be set up for each project to support faster day-to-day communication. This is the preferred channel for quick updates, questions, and sharing materials during the project.

• Agreements and approvals are considered valid when communicated through any of the official channels listed above, including WhatsApp message, SMS, phone call, or email. Verbal or written approval through any of these means is treated as confirmation to proceed.

• Direct phone calls are appropriate only for urgent matters such as website errors, downtime, or critical technical issues.

• All online meetings will be recorded using Fathom for documentation and accuracy. Clients will be informed in advance by email that the meeting will be recorded.

• Wisteria Graphics expects all communication to remain professional and respectful across all channels. Disrespectful or abusive behaviour may result in the project being paused or terminated.

5. Client Responsibilities & Timelines

• Content, images, product information, and other materials must be provided by the client unless content creation is included in the package.

• Wisteria Graphics uses organic photos provided by the client or licensed stock photos where applicable. Clients are required to submit their own photos when organic imagery is needed for the project.

• Where stock photos are used, the licence will be registered under the client’s name. The client is responsible for maintaining and renewing those licences as required.

• If a client requests AI-generated images, this will be considered on a case-by-case basis. Any costs or credits required to generate or licence those images are the sole responsibility of the client.

• Clients are expected to provide feedback or approvals within 3 working days of receiving updates, designs, or development previews. If feedback is not received within this timeframe, the project will be temporarily paused and rescheduled in the production calendar.

• If a client does not respond to a feedback request within 7 days, the project will be marked as inactive and removed from the active production schedule. A new timeline will be agreed once the client responds.

• If a project remains inactive for 30 days or more due to no response from the client, Wisteria Graphics reserves the right to close the project. No refund will be issued. Should the client wish to restart, a new agreement and payment may be required.

• Delays in providing required materials may affect the agreed project timeline. Wisteria Graphics is not liable for missed deadlines caused by late or incomplete submissions from the client.

• The client is responsible for reviewing all delivered work carefully before giving approval. Once approval is given, that stage is considered complete and any subsequent changes will be treated as out-of-scope work.

6. Third-Party Services & Subscriptions

• Third-party plugins, software, or subscriptions required for certain website features are the responsibility of the client. These costs are not included unless specifically stated in the project quote.

• Many third-party tools operate on monthly or annual subscription plans and require ongoing renewal directly with the service provider for the related website features to continue functioning.

• Wisteria Graphics is not responsible for the pricing, availability, updates, or changes made by third-party platforms, plugins, or services.

• Clients are responsible for maintaining active subscriptions required for their website to function, including hosting, domain registration, premium plugins, or external services.

• Clients are responsible for maintaining access to their own accounts such as domain registrars, hosting dashboards, or third-party services.

• Website performance may vary depending on hosting provider, third-party tools, and external systems used by the client.

7. Post-Launch Support & Consultations

• After the website has been launched, ongoing guidance or consultation will require a scheduled session.

• If a client requests a Zoom consultation after launch, a consultation fee of £50 per session will apply.

• Post-launch support requests should focus on technical issues such as website errors or hosting problems. Requests such as how to update the website or how to use features may require a paid consultation session.

8. Browser Compatibility

Websites are designed and tested to function correctly on modern browsers. Compatibility with outdated or unsupported browsers cannot be guaranteed.

9. Search Engine Rankings & Marketing Performance

• Wisteria Graphics offers SEO services as an optional add-on. However, we do not guarantee first-page results, top-position rankings, or any specific placement in organic search results or Google Maps / Local SEO listings, regardless of the package or duration.

• We do not guarantee that your business will be mentioned, referenced, or recommended by any AI platform, AI search engine, or AI-generated response, including but not limited to ChatGPT, Google AI Overviews, or similar tools.

• SEO is one component of a broader digital marketing strategy. It does not operate in isolation, and Wisteria Graphics does not guarantee any return on investment (ROI), increase in leads, enquiries, sales, or revenue as a result of SEO work carried out.

• If a client raises concerns about a lack of enquiries or business leads, it is important to understand that enquiry generation depends on many factors beyond SEO alone. These include the client’s own marketing activity, offline promotion, social media presence, reputation, pricing, customer service, and overall business strategy. Wisteria Graphics is not responsible for the absence of enquiries where such factors have not been addressed by the client.

• The minimum recommended commitment for SEO services is 6 months. Search engine optimisation is a long-term process and results are unlikely to be visible within a short period. Clients who discontinue SEO services before this period may not see meaningful results.

• Digital PR and High Authority Link Building services are not included in the standard SEO package. These are separate services and will be quoted independently if required.

• The client is responsible for submitting all materials requested by Wisteria Graphics in connection with their SEO campaign, including business information, service descriptions, photos, and any other content. Delays in providing these materials may impact the effectiveness and timeline of the SEO work.

10. Security

Security risks caused by third-party plugins or tools installed by the client after handover are outside the responsibility of Wisteria Graphics.

11. Content Accuracy & Legal Compliance

• Wisteria Graphics is not responsible for errors, inaccuracies, or omissions in client-provided content or information.

• Legal compliance — including privacy policies, cookie notices, terms of use, or industry-specific regulations — remains the sole responsibility of the client.

12. Portfolio Rights & Website Credit

• Wisteria Graphics reserves the right to display completed work in its portfolio and marketing materials.

• Wisteria Graphics reserves the right to include a discreet website credit link indicating that the website was designed or developed by Wisteria Graphics.

• Before final handover, clients may be invited to leave a Google review about their experience. Clients may also be encouraged to share an organic photo of their completed website on a device, with or without themselves in the photo.

13. Limitation of Liability

• Wisteria Graphics is not liable for any loss of business, loss of revenue, loss of data, or any indirect or consequential damages arising from the use of, or inability to use, the delivered website or any related service.

• The total liability of Wisteria Graphics in connection with any project shall not exceed the total amount paid by the client for that specific project.

• Wisteria Graphics is not responsible for issues arising from the client’s own hosting environment, domain management, or third-party integrations after the website has been handed over.

14. Intellectual Property

• Upon receipt of full payment, ownership of the final delivered website design and associated creative assets transfers to the client.

• Wisteria Graphics retains the right to display the completed work in its portfolio and marketing materials as outlined in Section 12.

• Any third-party assets used within the project, such as stock images, fonts, or plugins, remain subject to their respective licence agreements. The client is responsible for ensuring continued compliance with those licences.

• Work-in-progress designs, concepts, and mockups that were not selected or approved remain the intellectual property of Wisteria Graphics.

15. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes arising from services provided by Wisteria Graphics shall be subject to the exclusive jurisdiction of the courts of England and Wales.

16. Right to Decline or Discontinue

Wisteria Graphics reserves the right to decline new project enquiries or to discontinue active projects where these Terms and Conditions are not adhered to, or where the working relationship becomes untenable. In the event of termination by Wisteria Graphics due to client misconduct or breach of these terms, no refund will be issued for work already completed.

Acceptance of Terms

By proceeding with a project, submitting a Discovery Kit, making payment, or otherwise engaging the services of Wisteria Graphics, you confirm that you have read, understood, and agreed to these Terms and Conditions in full.

Wisteria Graphics