Terms of Service

Document Updated 23rd December 2025

Overview

These Terms of Service (“Terms”) set out the general rules, obligations and rights that apply when Echo Web Solutions Ltd (“Echo”, “we”, “us”, or “our”) provides any of its services to you (“Client”, “you”, or ”your”).

These terms are governed by the laws of England and Wales. If we ever have a dispute that we can’t resolve between us, we both agree that the courts of England and Wales will have the final say.

By engaging our services, approving a proposal, or making any payment to Echo, you agree to be bound by these terms.

Our Services

Echo provides a range of website, hosting, and digital marketing services. Each project or service is governed by a proposal, quotation, or written agreement that sets out the scope of work, deliverables, and timelines.

If a separate contract or agreement is signed, that document will take precedence over these Terms where there is any conflict. Where no specific contract exists, or where it does not conflict, these Terms will apply.

We will always strive to meet agreed timelines, but all timeframes are estimates and may vary depending on client input, approvals and project scope changes.

Payment and Invoicing

Payment Terms

All invoices are payable within 7 days of issue, unless otherwise stated.

Monthly digital marketing service invoices are raised on the 1st of each month in advance of service delivery.

Website projects will have set milestone payments laid out in the original proposal. If the website is not being hosted by Echo, then the final invoice must be paid before we can release the work.

Ownership of all deliverables transfers only once all outstanding invoices have been paid in full. Any unpaid work, code, or design remains the property of Echo.

Under any circumstances, we do not offer any form of refunds for any monthly services, underutilised time, deposits, milestone payments or hosting fees.

We do not charge any fees for payments made by bank transfer, which is our preferred payment method. If you choose to pay by card, a processing fee may apply. This fee will be shown to you at the time of payment before you confirm the transaction. Card payment fees are set by the payment provider, not Echo, and are charged in addition to your invoice total.

Echo reserves the right to collect payment for services via Direct Debit if the customer has signed up for this payment method.

Late or Missed Payments

Failure to make payment may result in suspension of services, websites, hosting or accounts, until payment is received.

Echo reserves the right to charge statutory interest on overdue invoices in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.

If a project is delayed or paused by the Client, Echo may issue a pro-rata invoice for the portion of work completed to date.

Recurring Services and Cancellation

Unless we have an agreed contract in place, our monthly recurring plans are based on a rolling monthly basis.

Monthly rolling plans may be cancelled with one full calendar month’s written notice. E.g. If notice is given on 3rd March our services will terminate on 30th April.

All cancellations or service changes must be made in writing.

Recurring services are payable by Direct Debit unless otherwise agreed. Alternative payment methods must be made before the due date.

Ad-hoc Work

Ad-hoc or out-of-scope work is charged in 30 minute increments at the agreed hourly rate.

Tasks estimated to take under two hours may be completed without a formal quotation.

Third party costs such as software, plugins, or licences will be itemised separately and included in the final invoice.

Price Adjustments

Echo reserves the right to review and adjust fees (including but not limited to Service Packages, Ad-Hoc fees, Hosting and Maintenance fees) with three months written notice to all clients.

Linked Companies & Shared Financial Responsibility

Echo may treat Linked Companies (including, but not limited to, subsidiaries, parent companies, sister companies, or those with shared ownership or management) as a single entity for billing purposes.

If any linked company has an outstanding balance, Echo may suspend or withhold services across all linked entities until payment is received.

Clients may contact us if they believe this policy has been applied in error.

Project and Portfolio Usage

Echo reserves the right to showcase completed work (e.g. websites, campaigns, or creative materials) in our portfolio and marketing materials, including on our website and social media.

If you prefer that your project is not featured, please notify us in writing and we will remove it promptly.

Subcontractors and Process Changes

Echo may occasionally engage trusted subcontractors to support project delivery. All subcontractors are required to adhere to the same quality, confidentiality and data protection standards as our in-house team.

We may also make internal process improvements to enhance service quality and efficiency. Such changes will not negatively affect the agreed scope or deliverables.

Over-Budget Campaigns and Price Adjustments

If campaigns or services consistently exceed the expected time or resource allocation, Echo will review the pricing structure to ensure fairness.
We will always notify clients before implementing any pricing changes and seek written agreement before additional work is undertaken.

Liability and Limitation

To the maximum extent permitted by law, Echo shall not be liable for any loss, damages, claim or any consequential, special, exemplary or punitive damages (whether directly or indirectly incurred) of any kind arising out of or in connection with any visitor’s or user’s access to, or use of the website, or any material thereon, whether based in contract, tort or whether negligent or otherwise, even if the client has been advised of the possibility of such damage.

Website Design & Development

Our Website-related services include, but are not limited to, Website Design, Development, Hosting, Maintenance and Graphic Design.

Project Approval

Once a client confirms that a website can go live, it is deemed full acceptance of the design and functionality delivered to that point, and the final project invoice will be issued.

If launching to non-Echo hosting, the final invoice will be raised before file transfer.

Revision and Out-of-Scope Work

Each project typically includes one initial design concept and two rounds of revisions within one calendar month of receiving the draft. These revisions are intended to refine the design and functionality.

Further revisions or structural changes (e.g. new templates, functionality or additional pages) are considered out-of-scope work and will be billed at our standard hourly rate, which will be agreed upon in advance.

Client Responsibilities and Delays

Timely communication, collaboration, content provision and approvals are essential to meet agreed deadlines.

Echo cannot be held responsible for missed launch dates due to client delays or late materials. If there are significant delays that are outside of the control of Echo, where reasonable time has been allowed and progress is halted, then an invoice may be raised to cover the completed works. We reserve the right to pause a project if delays are significant and for more than 30 days.

Hosting and Backups

Hosting

Hosting is charged according to the agreed package and may be reviewed periodically. We aim for our systems to be as secure as possible, although if unfortunately, you do have an intrusion, it is not our obligation to fix and may be subject to ad-hoc fees. We attempt to always hold regular backups for all websites we look after, although we encourage you to take external backups unless you have a maintenance contract active with Echo.

We also cannot guarantee that no problems will be caused by updates to open source or premium software that is added onto your website application. We cannot guarantee the resolution of any issues which may arise from customised or third-party software. We can however, under an agreement, provide technical knowledge and expertise to help resolve any such issues with the help of the program developers in question. Echo will act reasonably and in good faith to restore services where possible.

If you choose to move your hosting service to another provider, you must inform us in writing. A full calendar months notice period applies and hosting fees will continue to apply until this time.

If assistance is required to move to another provider, a fee may be due to cover the time providing help in the transfer process.

Backups and Maintenance

We will under no circumstance be held liable for losses which are incurred as a result of unforeseen issues with your technology. This extends to viruses, malware, excess usage charges or any other direct or indirect cost to your business as a result of misgauge or user error.

Once a website is launched, routine maintenance may be required. This maintenance is not in the scope of our website design/development projects or hosting services unless a separate maintenance plan is taken or otherwise specified.

If a website is hosted elsewhere, the Client assumes full responsibility for ongoing maintenance, updates and security unless Echo is contracted for management.

Echo maintains high standards when it comes to domain names and hosting. We reserve the right to refuse the use of domain names or hosting services that are linked to malicious activity, illegal behaviour, or any breaches of privacy, security, or intellectual property. Our goal is to ensure that all websites we develop are safe, secure, and meet ethical guidelines, which is why we take a thorough approach to these aspects of your project.

Content and Assets

Clients are responsible for ensuring that all content (including text, images, video and other media) provided is owned by them or properly licensed for commercial use.

Echo reserves the right to refuse to handle unlawful, inappropriate or harmful materials including content that infringes copyright, promotes hate, or violates privacy laws.

For websites that we build, host or manage we may include a discreet footer credit linking to our website. This can be removed upon request.

Clients must ensure that all content complies with data protection, copyright and intellectual property regulations. Clients indemnify Echo against any claims resulting from the use of materials supplied by them.

Digital Marketing Services

Our Digital Marketing-related services include, but are not limited to, Digital Strategy, SEO, AEO, CRO, PPC, Social Media, Email Marketing and Content Marketing.

Our service plans are based on the number of hours our team dedicates to managing, optimising, and developing your campaign.

We invoice for the time spent and the work produced, not specific performance results. While we apply our expertise to maximise performance, we cannot guarantee specific results, as outcomes are influenced by multiple external factors beyond our control (such as search engine algorithms, client proposition, market competition, or overall sector conditions).

Client communications and project management are billable as part of the agreed retainer.

One full calendar month’s written notice is required for cancellation or adjustment of ongoing marketing retainers.

Termination

Either party may terminate services with one full calendar month’s written notice unless otherwise agreed in writing.

Echo may terminate immediately if:

• The Client fails to pay an invoice within the agreed terms;
• The Client breaches these Terms; or
• The Client engages in unlawful, unethical or inappropriate activity.

Upon termination, all outstanding fees become immediately payable and ownership or materials transfers only once payment is settled in full.

Survival

Termination or expiry of services shall not affect any rights, remedies, obligations or liabilities of either party that have accrued up to the date of termination.

Any provisions of these Terms which by their nature are intended to survive termination shall continue in full force and effect, including (without limitation) clauses relating to payment, intellectual property, confidentiality, liability and limitation, indemnities, and governing law.

Acceptance of Terms

By engaging Echo Web Solutions Ltd, through written confirmation, verbal agreement or payment of any related invoice, you acknowledge that you have read, understood and agree to be bound by these Terms of Service.

Example Scenarios

The following example scenarios are provided for illustrative purposes only to help explain how these Terms of Service may apply in common situations. These examples are non-exhaustive and do not cover every possible scenario.

They do not form part of the contract, do not create any additional rights or obligations, and do not override, vary, or replace the Terms of Service, any proposal, quotation, or signed agreement. Echo reserves the right to update or remove example scenarios at any time without notice.

In the event of any inconsistency or dispute, the Terms of Service and any agreed written contract will always take precedence.

#1 – I no longer want the website Echo is making for me, can we have the deposit back?

No. The purpose of a deposit is to secure a commitment from a business to working with Echo, so we can allocate the suitable resources to commence the project. If you would like to terminate a project with us, we never return any deposit or milestone payments.

If a project is terminated prior to completion, we may need to calculate how much time and effort has been invested into the project in question, to ensure we are not making a loss. An invoice will be raised for the work completed so far in the project.

As an example, we may have a project where we have received a deposit of £1000 for the creation of a new website and also a second milestone payment of £1000 was raised after progress has been shown – then subsequently a customer informs they are no longer interested in a website. All outstanding invoices must be settled and no money will be refunded. We may also calculate any unbilled hours, for example, 5 hours of time spent that was not covered by previous payments. If this is the case, an invoice for this time would be raised and due within 7 days.

Another example could be a customer that has asked Echo to create them a website, although after a few weeks decided this is no longer needed. In this instance, we would retain the deposit and check our time has not exceeded the deposit amount up to the notice of termination. Please also bear in mind that if the requirements change, this will be subject to increased costs which we will discuss with you.

#2 – I would like to cancel or reduce my marketing budget with Echo

We aim and strive to be as flexible as possible to help ensure your business is running efficiently and our work is developing the best results. We do however, need enough time to be able to efficiently adjust our work schedules and campaign plans.

If you are utilising our services based on a rolling monthly basis, you do not have a long-term contract and you would like to reduce the spend of your campaign with Echo or terminate working with us, please note we require at least one full calendar month’s written notice and be aware we can only complete a full month’s worth of work. This means if you had for instance, a spend of £600 per month and cancel on the 20th of August, we would need to continue the same budget of £600 for the month of September before any changes can be made. After a full month has been met, we will reduce or update the monthly amount for the next month.

For any clients with a long-term contract with Echo, please refer to your specific contract regarding termination or adjustment of your marketing campaign.

#3 – I no longer need my website, do I get a refund on my hosting and/or website management?

If you pay your hosting services annually, we do not offer any refund on any unused should you choose to cancel or transfer hosting. If you cancel your hosting part or mid-way through a term, as we have to provision and pay for sufficient server resources in advance and often in a long-term contract, there will be no refund.

As an example of how our annual hosting works, if a business has paid in June 2019 and then requests termination of the service in November 2019, we will not return any funds for the service they would have received between December 2019 – June 2020.

As an example of how our monthly rolling services works, if you pay us £15 per month for hosting and £180 per month website maintenance and you request to adjust your contract on the 20th of August, we would need to continue to charge the full amount for the whole month of September. After the full month’s notice has been met, we will reduce or update the monthly amount for the next month.

#4 – I am not ranking where we want to be in search engines such as Google. Why can’t you guarantee results?

As there are different variables that dictate where a certain keyword ranks which can change sporadically, we cannot guarantee any results as a result of our efforts. If for example there is a failure to meet certain targets such as keyword rankings or levels of traffic, you are not entitled to any form of compensation.

We do however always strive for the very best results for our clients within the budget available and have a great track record.
SEO is a long-term strategy, and it can take several months to see significant improvements. While we provide the best practices, results can vary based on competition, keyword selection, and other factors outside of our control. If you are unsatisfied with the progress, we will review your campaign and suggest improvements, but we do not offer refunds for SEO services.

For example, if after three months you’re not seeing the desired results from your SEO campaign, we will review the strategy, offer suggestions to optimize the campaign further, and work with you to improve rankings, but no refund will be given.

#5 – I have just realised I’m not happy with the design Echo has created for my website. Can I request a refund?

No. Once design work has been submitted and approved (either verbally or in writing), that stage of the project is considered complete. If you’re not happy with the design, we’ll work with you to address the issues within the scope of the original agreement, but we do not provide refunds for designs already approved.

For example, if you approved a design draft and then later expressed dissatisfaction, we will offer to revise the design to meet your expectations, but no money will be refunded, and you will still be responsible for the agreed payment.

#6 – Can I change my website requirements mid-project?

Yes, but it’s important to understand that changes to the scope of work may affect the timeline, costs, and deliverables. Any major revisions or additional requirements will be subject to additional charges, and we will provide an estimate before proceeding.

For example, if you decide halfway through the project that you need additional features like an e-commerce shop added to your website, we will review the scope change and provide a revised estimate for the added functionality, and these changes will be billed separately.

#7 – My website was completed, but now I need additional work done. How will this be charged?

Any additional work requested after the completion of the project will be treated as ad-hoc work and billed at our standard hourly rate. If the work is significant, we will provide an estimate before proceeding.

For example, if after your website launch you want to add new pages or features, this will be considered an additional service and will be billed accordingly, based on the time and materials needed to complete the task.

#8 – I’ve missed the payment deadline, what happens next?

If payment is not made by the due date, we reserve the right to suspend work until the outstanding balance is settled. If the payment remains overdue for an extended period, we may also charge a late payment fee as outlined in our agreement.

For example, if a client misses a payment deadline for ongoing services like hosting or maintenance, their website may be temporarily suspended until the balance is paid.

#9 – What happens if the project is delayed due to Echo’s fault?

If the project is delayed due to a fault on Echo’s side, such as our inability to meet deadlines due to internal delays, we will work with you to adjust the timeline and avoid additional costs. In the rare event of a significant delay, we will notify you in advance and provide a new, realistic timeline.
For example, if we miss a deadline for a website launch because of a technical issue on our end, we will not charge additional fees for the delay but will provide you with a new timeline for the work.

#10 – I no longer want to continue with the website project but want to take what’s been done so far. Is this possible?

Yes, you can take the work that has been completed up to the point of termination, but any outstanding invoices must be paid in full before we can provide the work. If there are hours of work that have been completed but not yet billed, an invoice for that time will be issued.

For example, if we’ve completed a design phase and started development but you decide to cancel, you will receive the deliverables completed up to that point, but you will be invoiced for the time spent up to the cancellation, and those invoices must be settled before we release the work.

If you are unsure about any of the above, please do get in touch with a member of the team and we’ll be more than happy to talk you through our terms of business.

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