Terms and conditions
These terms apply to all services provided by Primrose Web Design (trading name of Medical Education Systems Limited), including website packages, hosting, design services, ecommerce, marketing services and any non-website digital services, unless otherwise stated.
1. General Terms
1.1 Any materials supplied to us during the delivery of your service will only be returned if specifically requested. Unless otherwise agreed, we are not required to retain copies once the service has been completed.
1.2 You are solely responsible for obtaining any necessary copyright permissions and ensuring compliance with third-party intellectual property rights, including trademarks. Primrose Web Design accepts no responsibility for such matters.
1.3 We reserve the right to display and use any designs created during the course of providing services within our portfolio and promotional materials.
1.4 In the event of unscheduled server downtime affecting your services, we may, upon written request, provide account credit equivalent to one day’s recurring fee for each hour of downtime, up to a maximum of one month’s service fees. Requests must be submitted within 14 days of service restoration. Scheduled maintenance and circumstances beyond our reasonable control are excluded from this policy.
1.5 To the maximum extent permitted by law, our total liability arising from or connected with the provision of services, whether in contract, tort (including negligence), breach of statutory duty or otherwise, shall be limited to the total fees paid by you for the relevant service during the 12 months preceding the event giving rise to the claim. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot legally be excluded or limited. We shall not be liable for any indirect or consequential losses, including loss of profit, revenue, data, goodwill, or business interruption.
1.6 Website statistics and analytics may occasionally be affected by automated traffic, such as bots or web crawlers. We monitor this activity regularly and reserve the right to adjust reported data where appropriate.
1.7 We reserve the right to suspend services without prior notice while investigating suspected unlawful activity, including but not limited to fraud, attempted fraud, or impersonation of individuals or organisations. Where appropriate, accounts may be permanently terminated.
1.8 The safety and wellbeing of our staff is extremely important. Abusive, threatening, or aggressive behaviour towards our team, including via telephone, email, or online platforms, will not be tolerated. We reserve the right to terminate services immediately in such circumstances, and any payments made may be forfeited.
1.9 We reserve the right, at our sole discretion, to cancel any order and issue a full refund where we consider it appropriate to do so.
1.10 Any contract entered into between you and Primrose Web Design shall be governed exclusively by the laws of England and Wales, and subject to the exclusive jurisdiction of the courts of England and Wales.
1.11 We shall not be liable for any delay or failure in performing our obligations where such delay or failure arises from events beyond our reasonable control. These events include, but are not limited to, natural disasters, fire, flooding, severe weather, war, civil unrest, industrial disputes, telecommunications failures, internet outages, power failures, supplier failures, cyber-attacks, government actions, or changes in law. If such circumstances continue for more than 60 days, either party may terminate the affected services by written notice without further liability, except for fees properly due for services already delivered.
1.12 These terms constitute the entire agreement between you and Primrose Web Design regarding the services provided and supersede all previous discussions, correspondence, representations, or agreements. You acknowledge that you have not relied upon any statement or representation not expressly included in these terms.
1.13 We may amend these terms from time to time. The latest version will be made available via our website or Hub. Continued use of our services after any updates take effect will constitute acceptance of the revised terms.
2. Website-Specific Terms
2.1 Domain names selected during sign-up are not guaranteed until your website has gone live. Any availability checks provided are for guidance only and do not constitute confirmation of registration availability.
2.2 Website packages include one standard domain name registration (.com, .co.uk, .org.uk or .org). Alternative domain extensions may be available at an additional cost, which will be confirmed prior to registration.
2.3 Domain names registered or managed by us may be transferred to another provider subject to an administration fee of £20 + VAT. Transfers will only begin once all outstanding balances have been settled. Transfer completion times are dependent on the receiving registrar and relevant domain registry, and therefore cannot be guaranteed.
2.4 A small footer credit such as “Website designed by Primrose Web Design” or similar wording may appear on your website. Removal of this credit may be available upon request and may incur an additional fee.
2.5 We do not provide websites or related services for shipping container businesses. Any such orders may be cancelled at our discretion, with payments refunded less any applicable administration costs.
2.6 Any project turnaround times provided are estimates only and based on typical delivery schedules. Project timelines begin from the first working day after all required materials and information have been received and work is able to commence.
2.7 For ecommerce website packages, we do not upload or configure all products unless explicitly agreed in writing, due to time and scope limitations.
2.8 Ecommerce websites are integrated with Stripe payment gateway. Certain configuration tasks within those platforms may remain your responsibility. While we may provide general guidance, technical support relating to those systems must be obtained directly from the payment provider. We may carry out additional configuration work on your behalf subject to additional charges.
2.9 Where search engine optimisation services are included within your package, target keywords may only be amended once every three months.
3. Intellectual Property
3.1 All intellectual property rights and copyright in any materials created by Primrose Web Design — including but not limited to logos, website designs, business cards, graphics, and artwork — shall remain our property until full payment has been received for the relevant services. Upon receipt of full payment, ownership of the final approved design work transfers to you. The Primrose Web Design management systems, and related software platforms remain the sole intellectual property of Primrose Web Design. No licence or right to use any design work is granted prior to payment being made in full.
3.2 Any stock imagery supplied as part of your package is licensed for use on your website or project only. Any stock image allowances included within your package expire upon project completion or website launch unless otherwise agreed.
3.3 While we make reasonable efforts to ensure that any content produced by us is accurate and free from spelling or grammatical errors, ultimate responsibility for reviewing and approving all content rests with you. We accept no liability for errors once content has been approved or published.
3.4 We do not proofread or verify content supplied by you and accept no responsibility for inaccuracies, spelling mistakes, grammatical errors, or legal issues arising from client-provided materials.
4. Payment Terms
4.1 Primrose Web Design reserves the right to review and increase ongoing service fees annually in line with inflation, market conditions, or increases in the operational costs of providing services. Reasonable notice will be provided prior to any price adjustment taking effect.
4.2 All invoices must be paid in full on or before the payment due date specified on the invoice.
4.3 Deposits, setup fees, and initial payments made for services — including but not limited to website design, branding, logo design, and related creative services — are non-refundable unless otherwise agreed in writing.
4.4 Unless expressly stated otherwise, payments made for non-website-related services are non-refundable.
4.5 Monthly subscription or service payments commence one calendar month from the sign-up date and continue on a recurring monthly basis until cancelled in accordance with these terms. Certain services may require immediate payment upon sign-up, which will be clearly indicated during the ordering process.
4.6 Annual service payments are due on each yearly anniversary of the original sign-up date and will automatically renew annually unless cancelled in accordance with these terms. Certain annual services may require immediate payment at sign-up where stated.
4.7 All recurring services and associated fees renew automatically unless notice of cancellation is received prior to the renewal date.
4.8 Once an invoice has been issued, the full invoiced amount becomes payable by the stated due date. If services are not cancelled in accordance with these terms before the applicable renewal or invoicing date, the invoice shall remain fully payable. No partial refunds, credits, or pro-rata reductions will be provided for unused time or services within any invoiced billing period.
4.9 We reserve the right to pass on any additional costs incurred as a result of failed, late, or declined payments. Any chargeback or payment dispute may incur an administration fee of £25 + VAT. Services may be suspended while any chargeback investigation is ongoing.
4.10 Late payments may incur an administration fee of £20. Where payment remains outstanding following 14 days’ written notice, an additional £25 fee may be applied.
4.11 Where an account remains significantly overdue — typically exceeding 14 days past the due date — we reserve the right to suspend or permanently close the account. Any deposits or prior payments made may be retained.
4.12 Reinstatement of any suspended or closed account is subject to a reactivation fee of £100 + VAT, payable in advance.
4.13 Where a website project remains incomplete more than two months after the original sign-up date, and the delay is primarily due to the client failing to provide required content, approvals, or information, we reserve the right to request immediate payment of any outstanding project balance.
5. Cancellation and Termination
5.1 Requests to cancel services should be submitted via email to info@primrosewebdesign.co.uk. Cancellation requests will not be considered effective until acknowledged and confirmed by Primrose Web Design.
5.2 Any invoices issued prior to the effective date of cancellation shall remain payable in full in accordance with these terms.
5.3 You may cancel a website build or other design-related service prior to either:
(a) an estimated delivery timeframe (ETA) being issued; or
(b) receipt of the first design draft,
whichever occurs first. In such circumstances, only the non-refundable deposit or setup payment will be retained.Where cancellation occurs after an ETA has been issued or after the first draft has been provided (whichever occurs first), the full remaining balance of the project, together with any additional costs incurred, shall become immediately due and payable. Any estimated completion or delivery dates provided are indicative only and do not constitute guaranteed deadlines. For the avoidance of doubt, all work completed up to the date of cancellation remains chargeable.
5.4 Where a website package has been paid for upfront in full, any payments made are non-refundable in the event of cancellation.
5.5 Where discounted pricing, promotional offers, bundled services, or complimentary extras have been applied to an order, any outstanding balances may be recalculated using standard full pricing if the project or service is cancelled before completion.
5.6 Following account closure or termination of services, Primrose Web Design shall have no obligation to retain website files, account data, emails, backups, or related materials. We reserve the right to permanently delete such data without further notice.
6. Account Responsibility
6.1 Responsibility for all outstanding balances and obligations under the account rests with the individual or business named on the account at the time of sign-up. Where inaccurate or incomplete company information is provided, liability shall remain with the individual who created the account. Primrose Web Design is entitled to rely on the information supplied during registration.
6.2 Account ownership may only be transferred once all outstanding balances have been paid in full. Any transfer request must be confirmed in writing and include full contact details and authorisation from both the existing and new account holder.
6.3 Any usage allowances, credits, features, or included services within recurring packages apply only to the relevant billing period and do not carry forward or accumulate unless expressly stated otherwise.
6.4 Unless specifically stated, promotional offers, discounts, introductory pricing, or special incentives may not be used in conjunction with any other offer or promotion.