TradesPlace website plan — agreement

This agreement is between the Provider and the Client named above, and takes effect on the start date. It governs the TradesPlace website plan: the Client's website together with managed hosting and infrastructure support, on the tier recorded above.

The Provider supplies the TradesPlace website plan on the tier recorded above. Tier features are as published on the TradesPlace pricing page on the start date. Service levels are identical on every tier and are set out in clauses 10 to 14.

All prices exclude VAT. VAT is added where it applies.

This plan was sold without a minimum term. Nothing in this agreement commits the Client to a fixed period, and no early-cancellation charge applies.

Every tier covers keeping the site online and secure. It is not a content management or design retainer.

• Hosting and managed infrastructure
• SSL certificate and renewal
• DNS guidance
• Security patches for the site stack
• Uptime monitoring
• Monthly backup snapshot
• Infrastructure support

The Client can change your own contact details, opening hours, holiday notice, services and prices, and the wording on your site from your dashboard — as often as you like, live the moment you save.

Content and design work carried out by the Provider on the Client's behalf is not included. Clause 11 lists what is excluded and how it is quoted.

• Billed in advance from the start date, monthly or annually as recorded above
• Prices are quoted excluding VAT; VAT is added where it applies
• Payment by direct debit, card, or invoice on 14-day terms
• Late payment: reminder at 7 days; the service may be suspended at 14 days past due
• A suspended site is restored on payment of the outstanding balance

The Provider may increase the fee by up to 5% once in any 12-month period, on 30 days written notice. The Client may cancel with effect from the date an increase would apply — including during the minimum term — without further liability beyond payments already taken.

1. Maintain domain registration, unless the Provider registers the domain on the Client’s behalf
2. Keep payment details current
3. Provide one technical contact email for infrastructure alerts
4. Do not modify DNS without notifying the Provider, except as instructed
5. Third-party accounts — booking, email, payments, accounting — remain the Client’s own

The Client owns the domain, the site files and content, and their reviews from the first payment. That ownership is unconditional: it does not depend on the plan remaining active, is not contingent on any statement of work, and survives cancellation.

An export may be requested at any time, not only on exit. The Provider may suspend the service for non-payment but will not withhold the Client's assets.

On cancellation, after the minimum term and notice:

1. The Provider provides a site export (files) within 14 business days
2. The Client arranges migration to a new host
3. The Provider removes the site from hosting 30 days after the export is delivered
4. Backups are deleted after handover unless a legal hold is required

Some of what the Provider holds is not the Client's business data but personal data about the Client's own customers: enquiries sent through the site, calls to a tracked number, voicemail transcripts, reviews and job photographs. For that data the Client is the controller and the Provider is the processor, and the rest of this clause is the written contract that relationship requires.

The subject matter is the provision of the plan. The processing lasts as long as the plan does, plus the export and removal periods above. Its nature and purpose is to receive, store, transcribe and present enquiries and messages so the Client can run their business.

The categories of data subject are the Client's customers and prospective customers, and anyone who contacts the Client through a channel the Provider operates. The categories of personal data are names, contact details, the content of the messages those people send, call audio and its transcript, review text, and photographs the Client or their customer uploads. The Client must not send the Provider special category data through these channels, and the service is not designed to hold any.

The Provider will:

1. Process that personal data only on the Client’s documented instructions, of which this agreement is one, unless required otherwise by law — in which case the Provider will tell the Client first, unless the law forbids it
2. Ensure the people who handle it are bound by confidentiality
3. Keep appropriate security measures, described publicly at tradesplace.co.uk/security
4. Engage sub-processors only under written terms no less protective than these, and keep the current list published at tradesplace.co.uk/subprocessors — the Client is notified before a sub-processor handling their data is added or replaced, and may object
5. Assist the Client, so far as the Provider reasonably can, in answering requests from data subjects and in meeting the Client’s own security, breach-notification and impact-assessment duties
6. Notify the Client without undue delay on becoming aware of a personal data breach affecting their data
7. Delete or return the data at the end of the plan, as set out above, except where the law requires it to be kept
8. Make available the information needed to show these obligations are met, and allow and contribute to an audit by the Client or an auditor they appoint, on reasonable notice and no more than once a year unless a breach or a regulator requires otherwise

Each party is responsible for its own compliance with data protection law. Nothing here makes the Provider the controller of the Client's customer data, and nothing prevents the Provider from acting as controller of the Client's own account and billing records, which it holds in its own right and describes in its privacy policy.

Where the plan includes a dedicated tracked number, calls to it are forwarded to the number the Client nominates, and unanswered calls are followed up by text on the Client's behalf.

Forwarded call minutes are included on a fair-use basis:

Beyond the allowance, additional forwarded minutes are charged at 3p per minute. The allowances are set well above ordinary use and are intended only to cover exceptional volume.

The Provider will not suspend or disconnect the Client's tracked number for exceeding the allowance. The Client is notified at 80% of the allowance and again if it is exceeded, and additional minutes appear on the next invoice. The phone service is suspended only for non-payment under clause 4, and only after the notice described there.

Where voicemail is enabled, callers hear a notice before recording begins. The Provider transcribes the message, provides the transcript to the Client, and does not retain the audio recording — only the transcript is kept, alongside the Client's other message history, and is deleted with it under clause 6. In any event the Provider deletes the transcript 90 days after the message was left, and any stored link to the recording within 30 days, whether or not the plan is still running.

The tracked number is provided by the Provider on the Client's behalf and is not owned by the Client unless separately ported at the Client's request and cost. On cancellation the Client may request porting; the Provider will not obstruct it.

The following are separate subscriptions and are not part of any tier. They may be cancelled independently on 30 days notice.

The Provider's liability under this agreement is limited to three months' plan fees at the Client's tier, except for death or personal injury caused by negligence, or for fraud.

This agreement is governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

Response and resolution targets are measured in business hours — elapsed time inside that window. A request raised at 17:00 on a Friday starts its clock at 09:00 on the next working day. The acknowledgement email states the resulting deadline explicitly, so there is nothing to calculate or take on trust.

The following are not included in any tier and are quoted separately before any work starts:

• Text, copy or image changes made by the Provider on the Client's behalf — self-service edits from the Client's dashboard are unlimited and free
• New pages, sections or menu items
• Form changes or new integrations
• SEO updates, meta tags, or Google Business Profile changes
• Email setup, mailbox configuration, or third-party tool training
• Ad-hoc requests and "quick fixes"
• Disaster recovery beyond the latest monthly snapshot
• Custom development or feature work
• Phone support, except on the Priority Support add-on

The rule: if it changes what visitors see or how the site behaves — beyond security patches — it is a paid professional service.

Credits apply to the following month's invoice, and are the sole remedy for availability issues unless gross negligence applies. The Client's dashboard shows the uptime recorded for their own site for the current month, along with any interruptions recorded, and that is the figure any credit is assessed on.

Excluded from the calculation: Client DNS misconfiguration, Client domain expiry, third-party outages such as registrars and CDNs, and force majeure as defined in clause 20.

• Scheduled maintenance is carried out with 48 hours notice where possible
• Emergency security patches may be applied without notice where required to protect client sites

The Client does not have to work out which of these applies. Describe the problem in the support portal and the Provider assigns the severity — a site nobody can reach is a P1 whether or not it was reported as one. An email to support@tradesplace.co.uk reaches the same queue, and a subject line beginning [P1] is treated as a P1 on arrival.

Every door reaches the same queue and the same clock. That includes the two that exist for the moment when the others are no use: the form at https://tradesplace.co.uk/support needs no sign-in, for when the Client is locked out or their site is the thing that is down, and a text beginning SUPPORT to the number their leads come from raises a request from anywhere. The clock on a texted request starts when it was sent, not when it was picked up.

Every request is acknowledged with a reference and the date the Provider will reply by. That date does not move. Where something turns out to be more urgent than it first looked the Provider answers sooner; it never answers later. A P1 pages the on-call founder immediately.

The Provider is a small company operated by one person. That is a real risk to the Client and this clause is what the Provider does about it, rather than a claim that the risk is not there.

Nothing the Client owns under clause 6 depends on the Provider continuing to exist. The domain, the site files and content, and the reviews are the Client's from the first payment. The arrangements below exist so that those things reach the Client's hands even if nobody at the Provider is able to act.

The Provider appoints a continuity deputy: a named individual who is not involved in day-to-day operation, who holds sealed emergency access to the accounts this service runs on — hosting, domain registrar, DNS, and the encrypted backups — together with written instructions for using it. The Provider will name the deputy to the Client on request.

Those instructions take effect if the Provider does not respond to a P1 request within 5 business days, or if the person who operates the Provider is unreachable for 30 consecutive days. On either trigger the deputy will:

1. Keep the Client's site, domain and any tracked number running for at least 30 days from the trigger, from infrastructure funded far enough in advance to cover that period
2. Write to every client within 5 business days of the trigger to say what has happened and what happens next
3. Provide the export described in clause 6 to any client who asks for it, at no charge, without waiting out any notice period
4. Release the domain to a registrar of the Client's choosing on request, and not obstruct the porting of a tracked number
5. Refund any prepaid fees for service not delivered, pro rata, if the service stops

The deputy is authorised to keep the service running and to hand the Client's assets back, and to do nothing else. Access to the Client's customer data is limited to what a handover step actually requires, the deputy is bound by the confidentiality obligation in clause 6, and the deputy is not a sub-processor for any other purpose.

30 days is a floor, not a plan. Where there is time to choose, clause 17 is the orderly version of the same thing and clause 18 is the sale of the business rather than the end of it; this clause is what happens when neither was possible.

These arrangements are rehearsed at least once a year, with the deputy performing the recovery from their own copies. The Provider will confirm the date of the most recent rehearsal to the Client on request.

Apart from the footer credit in clause 22, the Client's website says nothing about the Provider. This clause is about what the Provider may show away from the Client's site, and unlike that credit it is optional.

The Client permits the Provider to show the website as an example of its work. That means screenshots, screen recordings and a link to the live site, in the Provider's portfolio, on https://tradesplace.co.uk, in proposals, in printed material, in social posts and in paid advertising; naming the Client's business as a TradesPlace client and using its logo and trade for that purpose; showing the Client's previous website, or the absence of one, side by side with the new one; and publishing a short account of the work, how long it took, and any results the Client is happy to share.

Without the Client's agreement in writing, the Provider will not publish:

• What the Client pays, or any other commercial term of this agreement
• The Client's turnover, lead volume, conversion rates or any other business figures
• Anything about the Client's own customers, or any personal data the site or its forms collect
• Anything implying the Client endorses a product or service they have not used

The Client also agrees to act as a reference for the Provider — a short phone call or an email reply to a prospective client — no more than four times in any twelve-month period, at a time that suits the Client, and to give one or two sentences of written feedback within 14 days of the site going live, which the Provider may publish alongside the Client's business name and town.

This clause is optional and costs nothing either way. The Client may decline it before accepting this agreement, or withdraw it later by writing to the Provider, and neither changes the price or anything the Provider does for them.

On withdrawal the Provider removes the Client's site, name and logo from its own live surfaces — its website, its portfolio and any proposal still in circulation — within 30 days, and stops using them in anything new. Material already printed, already published by someone else, or held in the Provider's archive is not affected, and the Provider may still say privately that it built the site. Subject to that, this clause survives cancellation of the plan.

Clause 15 is about the Provider being unable to continue. This one is about the Provider choosing not to. For a company this size that is a real possibility rather than a theoretical one, and the Client is entitled to know the terms of it before signing rather than on the day it happens.

If the Provider stops offering the plan the Client gets 90 days notice, a refund of anything paid for service not delivered, their site and their data in a form that runs somewhere else, and 90 days of hosting after the plan ends so nothing goes dark while they move. None of it has to be asked for.

The Provider may terminate this agreement on 90 days written notice, for any reason and without giving one. Throughout the notice period the service continues in full at the service levels in clauses 10 to 14, and no fee increase under clause 4 may take effect during it or be given during it.

On giving that notice the Provider will, without the Client having to ask:

1. Refund, pro rata, every fee already paid for service after the termination date — including the unexpired part of an annual plan and of any add-on or bolt-on
2. Deliver the export described in clause 6 within 10 business days of the notice, rather than after termination, so the Client can move while their site is still running
3. Include in that export the enquiries, messages, transcripts, reviews and photographs held for the Client, in a documented and machine-readable form, together with a copy of the site that any ordinary host can serve
4. Transfer any domain the Provider registered on the Client's behalf to a registrar of the Client's choosing, at no charge
5. Begin the porting of any tracked number on request and supply the authorisation code unprompted, rather than waiting to be asked for it
6. Keep the site, the domain and any tracked number running for 90 days after the termination date, at no charge, unless the Client has finished moving sooner

Clause 6's deletion step runs at the end of that 90 days, or when the Client confirms they have everything, whichever is earlier. The Client may ask for deletion sooner and the Provider will carry it out. Nothing on this list may be withheld against a disputed invoice, and none of it is conditional on anything except the plan fees themselves being up to date.

The Provider will stop selling — new plans, new bolt-ons and new annual prepayments alike — from the date it decides to discontinue the service, which is earlier than the date the notice goes out. Taking a year's money for a service already decided against would be indefensible whatever this agreement said.

Insolvency is the case this notice period cannot survive, because it is not the Provider's to give by then. Clause 15 is what stands in its place: those arrangements are designed to be carried out by the continuity deputy rather than by the Provider, and they are not conditional on the Provider still trading.

The Provider may transfer this agreement, and the hosting of the Client's site, to another provider — on a sale of the business or of the client book, or in place of a discontinuation under clause 17. The Client is told before their data moves.

A Client who would rather not continue with the buyer may cancel on the notice in clause 2 without penalty, or take the handback in clause 17 instead. A transfer does not reduce anything this agreement gives the Client: the buyer takes it on as it stands, clauses 6, 15 and 17 included.

The Client may not transfer this agreement without the Provider's consent, which will not be unreasonably withheld. A change in the Client's own legal form, or a sale of the Client's business, is not a reason to withhold it.

The Provider may change this agreement on 30 days written notice. The notice must say what is changing and why, and the changed wording is published at its own version address before it takes effect.

A change to the Client's material disadvantage entitles the Client to cancel with effect from the date it would take effect, without further liability beyond payments already taken. A Client who does not cancel is taken to have accepted it.

This clause does not allow the Provider to change the price other than under clause 4, to reduce what the Client owns under clause 6, or to weaken clauses 15, 17 or 18. Those need the Client's agreement, not their silence.

The wording the Client accepted stays available to them from their dashboard, so what changed can always be read against what was signed.

Neither party is in breach for a failure caused by something outside its reasonable control. That means, and is limited to: failure of a public telecommunications network, power grid or internet infrastructure; the failure or withdrawal of a sub-processor published at https://tradesplace.co.uk/subprocessors; an act of state; industrial action; epidemic; fire; or flood.

Force majeure suspends the affected obligation for as long as the event lasts and no longer. It does not end this agreement, and it does not excuse the Provider from returning the Client's data under clause 6 or clause 17 — an event that stops the Provider serving the site does not stop it handing the site back.

Where it prevents the service for more than 30 consecutive days, either party may terminate on written notice, and the Provider refunds prepaid fees pro rata as it would under clause 17.

Clauses 6, 9, 15, 16, 17, 18, 19 and 20 survive the end of this agreement, however it ends. What the Client owns, what the Provider owes on the way out, and the limit on what either can claim from the other, all outlast the plan itself.

The Client's website carries one line in its footer naming the Provider as the maker of the site — "Website by TradesPlace" — linking to https://tradesplace.co.uk. It is a single line of small text. It carries no logo and no advertisement, and the Provider's name appears nowhere else on the site.

The credit stays for as long as the Provider hosts the site under this agreement, and the Client agrees not to remove or obscure it while it does. It is not a claim on the Client's site: ownership of the domain, the site files and the content is unaffected, and on cancellation the Client is free to remove the credit from the copy they take with them.

Unlike clause 16, this credit is not optional and is a condition of the plan price. A Client who would rather their site carried nothing of the Provider's may ask in writing; removal is at the Provider's discretion and, where it is agreed, is confirmed in writing before the next deployment. Nothing else about the service or its price changes either way.

This agreement is accepted electronically. The Client accepts it by confirming acceptance during onboarding and by paying the first invoice. The acceptance record below sets out when, by whom and by what method that happened, and forms part of this document.

An electronic acceptance recorded this way has the same effect as a signature. A copy of this document is available to the Client at any time from their dashboard.