Website Packages - Terms and Conditions
(Qivo Innovation Limited, trading as Qivo)
Last updated: 20/11/2025
1. Who we are
1.1 Qivo Innovation Limited, trading as “Qivo”, is a company registered in England and Wales with company number 16795234 and registered office at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.
1.2 We provide done-for-you website packages and related services as described on our website at qivo.co.uk, including the Website Pricing page.
1.3 These Terms and Conditions (the “Terms”) apply to all website packages and related services that we supply to you as a business customer.
1.4 By placing an order with us, you agree to be bound by these Terms and any service description, proposal or order form we agree with you in writing (together, the “Contract”).
2. Definitions
In these Terms:
“We”, “Us”, “Our” means Qivo Innovation Limited trading as Qivo.
“You”, “Your” means the business customer who purchases a website package or related services from us.
“Website” means the website or online store that we design, build or manage for you under your chosen package.
“Services” means the website package and any related services we provide, as described on our Website Pricing page and in any agreed proposal or order.
“Order” means your request to purchase Services, made via our website, email or by signing a proposal or order form.
“Platform” means the third party website platform and hosting environment we use to deliver and host your Website.
“Platform Provider” means the operator of the Platform.
“Additional Services” means any extra work outside your package inclusions that we agree to provide for an additional fee.
“Start Date” means the date you place your Order, unless we agree a different date in writing.
3. Scope of services
3.1 The features and inclusions of each package (currently Lite, Growth, Pro and Ecom and any other plan we may offer) are set out on our Website Pricing page and any supporting documentation we provide to you.
3.2 The Services will typically include some or all of the following, depending on your chosen package:
Design and build of a Website with a specified number of pages.
Mobile responsive layouts and hosting with SSL included.
Domain name and email services where stated as included.
Forms, basic SEO setup, analytics and booking tools where stated as included.
For any ecommerce plan, online store configuration and product loading within agreed limits.
3.3 Any work that is outside the package inclusions, for example additional pages, complex integrations, custom development, extended SEO work, extra products or migration work, will be treated as Additional Services and will be quoted and charged separately.
3.4 Where we state that a Website is “Built in 7 days” or that an Ecom Website has a “10 to 14 day build”, this refers to working days and is a target timeframe only. It is expressly conditional on:
You completing our onboarding questionnaire accurately and in full.
You supplying all required content, including text, images, product details and branding assets, in the formats we request.
You providing feedback and approvals within the requested timeframes, usually within 1 to 2 working days of our request.
If you do not respond or supply information in a timely manner, the target timeframe will be extended accordingly and we will not be responsible for any delay in the launch of your Website.
3.5 We deliver the Services remotely. Any on-site work, if agreed, will be subject to separate fees and terms.
4. Ordering process
4.1 You can request a package by:
Selecting a plan on our Website Pricing page and completing the enquiry or checkout process, or
Accepting a written proposal or order form that we issue to you.
4.2 Your Order is an offer to purchase Services. A Contract is formed only when we confirm acceptance in writing, including email, or when we start providing the Services, whichever is earlier.
4.3 We may request further information from you before accepting an Order, including details about your business, objectives and any existing website.
4.4 We reserve the right to refuse any Order at our discretion, for example where we believe the Website will be used for unlawful or inappropriate purposes.
4.5 The Start Date for the Services is the date you place your Order, and you will be liable to pay for any Services as set out in your Order or on our Website Pricing page from the Start Date, whether or not you have provided us with all the required information to set up the Services.
5. Your responsibilities
5.1 You will:
a. Provide all content, branding, images, copy, product information and other materials we reasonably need to deliver the Services.
b. Complete our onboarding questionnaire, or similar intake form, fully, accurately and within the timeframes we request so that we can design and build your Website.
c. Ensure you have all necessary rights, licences and permissions for any content you supply and that it does not infringe any third party rights.
d. Review and approve designs, drafts and test links within the timeframes we request, usually within 1 to 2 working days.
e. Respond promptly to our reasonable requests for information or decisions.
f. Comply with all applicable laws and regulations relating to your Website and business, including privacy, cookies, consumer law, ecommerce and marketing rules.
g. Keep all login details confidential and ensure only authorised users access the Platform and Website.
5.2 You are solely responsible for:
The content published on your Website, including any legal notices on your site such as your own terms of sale, privacy policy, cookie policy and disclaimers.
The accuracy and lawfulness of any information, offers, pricing or claims made on your Website.
How you use any data collected via the Website, such as contact forms, newsletter sign ups, bookings or ecommerce orders.
5.3 You confirm that you are acting in the course of your business and not as a consumer.
5.4 You acknowledge that failure to complete the questionnaire or to provide requested information and approvals in a timely manner may delay the build and launch of your Website, and does not relieve you from your payment obligations under the Contract.
6. Our responsibilities
6.1 We will:
a. Provide the Services with reasonable skill and care, using appropriately skilled personnel.
b. Use the Platform and third party providers that we reasonably consider suitable for your chosen package.
c. Use reasonable efforts to meet any agreed timescales.
6.2 We do not guarantee that:
The Services or the Website will be available, uninterrupted or error free at all times, or free from security incidents or attacks.
The Services or the Website will achieve any particular search engine ranking, traffic level, sales performance or business outcome.
Temporary unavailability or performance issues that are caused by maintenance, outages affecting the Platform Provider or another hosting provider, outages affecting other third party services, failures of the public internet or events beyond our reasonable control will not constitute a breach of the Contract.
6.3 We may update or modify the design, structure or technical setup of your Website from time to time where we reasonably consider this necessary for security, performance, accessibility or compatibility with the Platform, provided that this does not materially reduce overall functionality.
7. Fees and payment
7.1 Package pricing is as stated on our Website Pricing page or in your proposal at the time you place your Order. This will usually comprise:
A one off setup fee, and
An ongoing monthly fee for hosting, support and platform use.
7.2 All fees are exclusive of VAT unless stated otherwise. VAT will be added at the applicable UK rate.
7.3 Unless we agree otherwise in writing:
a. Setup fees are payable in full in advance and must be received before we start the build.
b. Monthly fees are payable in advance by card payment, direct debit or another method we agree, starting from the Start Date or from the date we specify in our confirmation.
7.4 Auto renewal
Your monthly plan is a subscription service and will continue on an automatic rolling basis until you cancel it in line with these Terms. By signing up you authorise us and our payment provider to take the monthly subscription amount automatically on or around the same date each month using your chosen payment method, unless and until you cancel in accordance with clause 8.
7.5 If any amount is not paid by the due date, we may:
Charge interest on overdue sums at 4 percent per year above the Bank of England base rate, accruing daily until payment, and
Suspend access to the Website and Services until all outstanding sums are paid.
7.6 We may review and update our monthly fees from time to time. We will give you at least 30 days written notice of any increase. If you do not agree to the change, you may terminate the Contract in accordance with clause 8 before the increase takes effect.
7.7 Additional Services will be invoiced at our current rates or as otherwise agreed in writing and are payable within 14 days of the invoice date unless we specify otherwise.
7.8 Unless we state otherwise in writing, setup fees and any work already carried out are non refundable.
8. Term, renewal and cancellation
8.1 Unless stated otherwise in your Order, the Contract for monthly Services begins when we accept your Order and continues on a rolling monthly basis.
8.2 You may cancel your monthly Services by giving us at least 30 days written notice. Cancellation will take effect at the end of the paid billing period following that notice.
8.3 We may terminate the Contract or suspend the Services immediately by written notice if:
a. You fail to pay any amount due within 14 days of the due date.
b. You commit a material breach of the Contract and, where the breach can be remedied, you fail to remedy it within 14 days of us asking you to do so.
c. We reasonably believe your Website is being used for unlawful, harmful or inappropriate purposes.
d. Our Platform Provider or another hosting provider, or another key third party service provider, requires us to suspend or terminate your use of the Services, for example due to security or legal concerns.
8.4 On termination or expiry:
All outstanding fees become immediately due and payable.
We may take the Website offline and disable access to the Platform.
If requested and subject to payment of all sums due, we may provide a basic export of Website content where this is supported by the Platform. Some layout, design and functional elements may not be transferable.
8.5 Termination of the Contract will not affect any rights or obligations which have accrued prior to termination.
9. Domains, email and third party services
9.1 Where a package includes a domain name and email, we will register or provision these using our chosen providers and in accordance with their terms and policies.
9.2 We cannot guarantee that a particular domain name will be available. If your preferred domain is not available, we will discuss alternatives with you.
9.3 Depending on the provider, domains may be registered:
In your name, but managed by us, or
In our name for administrative reasons, with the intention that we will transfer or redirect them upon request, subject to all fees being paid and any reasonable transfer fee we notify to you.
9.4 Email, booking tools, analytics, CRM, payment gateways and any other integrated services are provided by third parties. You agree to their separate terms and conditions. We are not responsible for their performance or availability.
9.5 We may replace third party providers where we reasonably consider this necessary for security, performance, legal or commercial reasons.
10. Use of our website platform provider
10.1 We deliver and host your Website using a specialist third party website platform provider and related infrastructure, our Platform Provider.
10.2 You acknowledge that:
a. The Platform Provider may update, improve or change its services from time to time, which can result in changes to features or how your Website is delivered.
b. The Platform Provider or another hosting provider may, in limited cases, suspend or restrict services where this is required for security, legal or operational reasons, for example maintenance, unplanned outages or suspected misuse.
10.3 We may change our Platform Provider or hosting arrangements at any time, provided that we continue to deliver substantially similar Services to you. Where a change will materially affect your Website, we will give you reasonable notice where practicable.
10.4 Except as set out in these Terms, we are not responsible for any unavailability, loss, corruption or performance issues that are caused by the Platform Provider, any other hosting provider, or other third party services that are outside our reasonable control. This includes outages or issues affecting:
Hosting providers or data centre operators
Cloud infrastructure providers such as Amazon Web Services, Google Cloud or Microsoft Azure
Domain registrars, DNS providers or SSL certificate providers
Content delivery networks
General internet connectivity or backbone providers
Any such issues will not constitute a breach of the Contract by us.
11. Third party apps and integrations
11.1 At your request we may enable third party apps, plugins or integrations on your Website, for example CRM tools, booking systems, analytics, chat widgets or payment gateways.
11.2 These third party services are provided under their own terms and privacy policies, which are a separate contract between you and the relevant provider. You are responsible for reviewing and complying with those terms before asking us to enable the service.
11.3 We do not control and are not responsible for:
The availability, security, accuracy or performance of any third party service, app, plugin or integration, including any loss or corruption of data handled by that service
Any act or omission of the relevant third party provider
Any separate fees charged by third party providers, or any consequences of you failing to pay those fees
Your use of any third party service is at your own risk and you must raise any issues directly with the relevant provider.
11.4 If a third party app or integration causes security, performance or legal issues for us, the Platform Provider, another hosting provider or other customers, we may disable or remove it and will notify you where reasonably practicable.
12. Intellectual property
12.1 You retain ownership of all content you supply, including logos, brand assets, copy, photographs and product information. You grant us a non exclusive, worldwide licence to use, copy, modify and display that content as necessary to provide the Services.
12.2 We or our licensors own all intellectual property rights in:
The Platform and underlying code
Our templates, design systems, processes and know how
Any bespoke design or development we create, except for your own pre existing content
12.3 Subject to payment of the applicable fees, we grant you a non exclusive, non transferable licence to use the Website for your business during the term of the Contract, through the Platform.
12.4 You must not copy, reverse engineer, resell or otherwise exploit the Platform, our templates or any part of the Services except as expressly permitted by these Terms.
13. Changes, revisions and additional work
13.1 Each package includes a defined number of pages, features, revision rounds before launch and monthly content updates, as set out on our Website Pricing page or in your proposal.
13.2 At the time of writing, our standard packages include the following revision limits before launch:
Lite: 1 round of small changes
Growth: up to 2 rounds of design and content revisions
Pro: up to 3 rounds of design and content revisions
Ecom: up to 3 rounds of design and content revisions
13.3 By placing an Order you acknowledge and agree that:
You will only be entitled to the number of revision rounds included in your chosen package as described on our Website Pricing page or in your order summary
A round of revisions means a single consolidated list of changes you provide in response to a draft, which we then action together
Any further revisions or additional rounds of changes will be treated as Additional Services and will be chargeable at our current rates
13.4 Requests that exceed the included limits, or which fall outside the package scope, for example new pages, functional upgrades or extended support, will be quoted as Additional Services at our current rates.
13.5 Where you request significant changes after we have started the build, we may reasonably adjust the timeline and fees.
14. Data protection
14.1 Both parties will comply with their obligations under United Kingdom data protection law, including the UK GDPR and the Data Protection Act 2018.
14.2 In most cases you will be the data controller of personal data collected via your Website and we will act as a data processor on your behalf.
14.3 We will:
Process personal data only on your documented instructions and as necessary to provide the Services
Take appropriate technical and organisational measures to protect personal data
Assist you with data subject requests where reasonably possible and subject to fair compensation for our time where appropriate
14.4 Further details about how we handle personal data, including how our website platform provider and other technical partners help us deliver the Services, are set out in our Privacy Policy at qivo.co.uk/privacy.
14.5 By entering into this Contract and using the Services, you acknowledge that you have read and understood our Privacy Policy.
14.6 You are responsible for ensuring your Website includes appropriate privacy, cookie and other legal notices that are accurate for your business and your use of personal data.
15. High risk and sensitive personal data
15.1 Our Services are designed for standard business and marketing websites. You must not use the Website or any related services to collect, store or process:
Medical or health information about individuals
Genetic or biometric data
Information about an individual’s sex life or sexual orientation
Government identification numbers or similar highly sensitive identifiers, except where legally required and with our prior written agreement
Full payment card details or bank login details, other than via a compliant third party payment gateway that we or you have set up
Personal data relating to children under 16, unless we have expressly agreed in writing that the Website will be configured for that purpose and you have put appropriate safeguards in place
15.2 If you are unsure whether the data you plan to collect is suitable, you must check with us in advance. We may remove or disable any forms or features that in our reasonable opinion are being used to collect prohibited or inappropriate data.
15.3 You remain solely responsible for the lawfulness of any personal data you ask us to process on your behalf and for ensuring that your own privacy notices, consents and legal basis are in place for all data collected via your Website.
16. Acceptable use of the Website
16.1 You must use the Website and Services in a lawful and responsible way. You must not, and must not allow anyone else to, use the Website or Services to:
Host, display or transmit any content that is unlawful, defamatory, obscene, discriminatory, hateful or otherwise offensive
Infringe any copyright, trade mark or other intellectual property or privacy rights
Send spam, bulk unsolicited messages or run pyramid schemes or similar activities
Interfere with or disrupt the security, integrity or performance of the Website, the Platform or any other systems
Attempt to copy, reverse engineer or gain unauthorised access to any part of the Platform or our systems
Harass, abuse or threaten any person, including our staff, our suppliers or other customers
16.2 We may remove or disable any content that in our reasonable opinion breaches this clause and may suspend the Services while we investigate, particularly where our Platform Provider, another hosting provider or another third party raises a concern.
17. Warranties and disclaimer
17.1 You warrant that:
All content you provide is accurate and lawful, and you have the right to use it
Your use of the Website and Services complies with all applicable laws and regulations
17.2 Except as expressly set out in these Terms, all warranties, conditions and other terms implied by law are excluded to the extent permitted by law.
18. Limitation of liability
18.1 Nothing in these Terms limits or excludes either party’s liability for:
Death or personal injury caused by its negligence
Fraud or fraudulent misrepresentation
Any liability that cannot lawfully be limited or excluded under the laws of England and Wales
18.2 Subject to clause 18.1, we will not be liable to you, whether in contract, tort including negligence, misrepresentation, breach of statutory duty or otherwise, for:
Loss of profit, revenue, sales or business
Loss of agreements or contracts
Loss of anticipated savings
Loss of or damage to reputation or goodwill
Loss of use or corruption of software, data or information
Any loss arising from the unavailability, failure or reduced performance of the Platform Provider, any other hosting provider, cloud infrastructure providers such as Amazon Web Services, Google Cloud or Microsoft Azure, domain registrars, DNS providers, payment gateways, email providers, analytics, CRM or any other third party services
Any indirect or consequential loss or damage of any kind
18.3 Subject to clauses 18.1 and 18.2, our total aggregate liability arising out of or in connection with the Contract, whether in contract, tort including negligence or otherwise, will be limited to the total fees you have paid to us under the Contract in the twelve months immediately preceding the event giving rise to the claim. If the Contract has been in force for less than twelve months, our liability will be limited to the fees paid or payable in that shorter period.
18.4 You agree that the exclusions and limits of liability set out in this clause 18 are reasonable in light of the nature of the Services, the fees we charge, and the fact that we have no control over how you use the Website or the content you publish on it.
18.5 Any claim you wish to bring against us must be notified to us in writing within twelve months of the date you became aware, or ought reasonably to have become aware, of the facts giving rise to the claim, and in any event within twelve months of the end of the Contract. If you do not notify us within this period, you waive any right to bring that claim.
19. Changes to these Terms
19.1 We may update these Terms from time to time. The most current version will always be posted on our website. Any material changes will be notified to you by email or via your account, where practicable.
19.2 If you continue to use the Services after changes take effect, you will be deemed to have accepted the updated Terms. If you do not agree, you may terminate the Contract in accordance with clause 8.
20. Events beyond our control
20.1 We will not be liable for any failure or delay in performing our obligations under the Contract to the extent caused by a condition that is beyond our reasonable control. This may include, for example, natural disasters, acts of war or terrorism, riots, industrial disputes, failures of utilities or telecommunications networks, governmental action, or widespread internet disturbances.
20.2 If such an event occurs, we will use reasonable efforts to minimise the impact on the Services and will resume performance as soon as reasonably practicable.
21. General
21.1 The Contract constitutes the entire agreement between us in relation to the Services and supersedes any previous agreements or understandings.
21.2 If there is any conflict between these Terms and an Order, proposal or order summary that we have agreed with you in writing, that Order, proposal or summary will take priority in respect of the conflicting term.
21.3 You may not assign or transfer your rights or obligations under the Contract without our prior written consent. We may assign our rights and obligations to another group company or purchaser of our business.
21.4 If any provision of these Terms is held invalid or unenforceable, the remaining provisions will continue in full force and effect.
21.5 No failure or delay by either party in exercising any right will operate as a waiver of that right.
21.6 Nothing in these Terms creates any partnership, joint venture or employment relationship between us.
21.7 You acknowledge that you have not relied on, and will have no remedy in respect of, any statement, promise, assurance or representation made or given by or on behalf of us that is not expressly set out in these Terms or in your Order. Nothing in this clause limits or excludes liability for fraud.
22. Governing law and jurisdiction
22.1 These Terms and any dispute or claim arising out of or in connection with them are governed by and construed in accordance with the laws of England and Wales.
22.2 The courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or the Contract.
