Terms and Conditions

General Terms

These Terms and Conditions (“Terms”) govern the services provided by DevEdge Ltd (“we”, “us”, or “our”) to the client (“you”, “your”). By engaging with our services, you agree to these Terms.

This agreement becomes legally binding once the client has signed and accepted the proposal. Any changes to the agreed scope must be confirmed in writing and may affect delivery times or costs.

We agree to provide the services outlined in the proposal and to deliver all agreed-upon work within a reasonable timeframe. The client agrees to provide necessary materials, feedback, and approvals to support timely completion.

Project Payment Structure

A non-refundable deposit is required before work commences. This is typically 25% of the total project cost, but may vary depending on project size and scope (e.g. 50% upfront and 50% on completion before migration or delivery).

A further instalment may be invoiced at agreed project milestones (e.g. 50% at the halfway point).

The final balance is due upon completion and before launch, delivery, or migration (whichever applies). Projects will not commence until the deposit has cleared in our account. To avoid delays, payment by bank transfer is recommended as it clears faster than card or Direct Debit.

DevEdge Ltd requires all invoices (excluding deposits) to be paid within 14 calendar days of receipt unless otherwise agreed in writing.

Subscription-Based Services

For ongoing services such as website support, hosting, email, or domain management, payments are arranged via automatic Direct Debit using our preferred payment partner, GoCardless.

The first monthly instalment will be debited within 14 days of the invoice date. This Direct Debit must be in place before hosting or email services are activated.

Clients remain liable for the full amount due under the agreed term (e.g. 12 months) unless on a monthly rolling plan.

We accept payment by Direct Debit or Credit/Debit Card.

Late Payments

Timely payment is essential for smooth service delivery. Any invoice not paid by the due date may incur a late payment fee of 10% of the invoice total. Continued non-payment may result in the suspension of services until the account is brought up to date. DevEdge Ltd reserves the right to charge interest at 4% above the Bank of England base rate on overdue amounts.

Hosting & Domain Services

1. Service Classification

DevEdge Ltd provides infrastructure under the following service tiers:

1.1 Standard Hosting Services

Includes:

• Shared DDR4 Hosting (AMD EPYC architecture)
• VPS
• VDS
• Dedicated Servers

Standard services may be unmanaged or partially managed depending on the selected plan.

1.2 Agency Hosting (Managed Infrastructure)

Includes:

• Managed VPS
• Managed VDS
• Managed Dedicated Servers

Agency Hosting includes proactive management, monitoring, and defined backup services as set out below.

Backup availability, management level, and service scope vary depending on the selected plan.

2. Infrastructure & Performance

Our infrastructure utilises enterprise-grade AMD Ryzen™ 7950X3D / 9950X processors, NVMe storage, and optimised LiteSpeed configurations for high-performance WordPress hosting.

Shared DDR4 hosting environments operate on AMD EPYC architecture.

Security layers may include Imunify360 or cPGuard protection, firewall configuration, SSL certificates, and continuous performance monitoring.

Where appropriate, we work with clients to optimise performance for specific website setups.

All environments are designed for high availability with an uptime target of 99.9%, excluding scheduled maintenance and events beyond our reasonable control.

3. Contract Term & Billing

Hosting and domain services are provided on a 12-month rolling contract unless otherwise agreed in writing.

Services renew automatically unless cancelled with at least 30 days’ written notice prior to renewal.

Clients may pay monthly or annually. Annual renewals are invoiced at the start of each new term.

Services may be suspended for overdue payments. DevEdge Ltd reserves the right to suspend hosting, maintenance, or associated services until outstanding balances are cleared.

4. Access & Security

For operational and security reasons:

• FTP or SFTP access may be provided depending on the environment.
• Encrypted SFTP is preferred where available.
• Root/server-level access remains under DevEdge Ltd management unless explicitly agreed in writing.

Resource allocation and infrastructure configuration remain under our control unless otherwise specified.

5. Management Scope

5.1 Shared Hosting

Shared hosting includes:

• Control panel maintenance
• Security updates
• Platform-level optimisation
• Backup services (subject to limits below)

It does not include custom development, third-party software debugging, or content management unless separately contracted.

5.2 Standard VPS, VDS & Dedicated

Unless explicitly stated, Standard VPS, VDS, and Dedicated services:

• May be unmanaged
• Do not automatically include proactive management
• Do not include guaranteed backup services

Clients are responsible for system configuration and independent backup management unless a managed plan is purchased.

5.3 Agency Hosting (Managed Infrastructure)

Agency Hosting includes:

• Server setup and configuration
• Operating system updates
• Security patching
• Proactive monitoring
• Performance optimisation
• Managed backup services
• Assisted restoration support (within reasonable operational limits)

Agency Hosting does not include development or custom code troubleshooting unless covered by a separate agreement.

6. Uptime Commitment

DevEdge Ltd maintains a 99.9% uptime target across managed environments.

This excludes:

• Planned maintenance
• Emergency security updates
• Third-party network failures
• Force majeure events

Scheduled maintenance is performed during off-peak hours where possible.

7. Data Protection & Backups

DevEdge Ltd complies with UK GDPR and the Data Protection Act 2018.

Backup availability, retention, and restoration scope vary by hosting tier.

7.1 Shared Hosting

Shared hosting plans include automated daily backups, subject to:

• Disk and inode limits
• Fair Usage thresholds
• Account standing

Retention: up to 21 days.

Backups are stored separately from the primary server and may include offsite storage.

7.2 Standard VPS, VDS & Dedicated

Backups are not included by default unless explicitly stated in the service agreement.

Infrastructure-level redundancy or snapshots do not constitute guaranteed client backups.

Clients are solely responsible for implementing and maintaining independent off-site backup solutions.

7.3 Agency Hosting (Managed Infrastructure)

Agency Hosting includes managed server-level backups as part of the service.

This may include:

• Automated daily backups
• Offsite storage (e.g., AWS S3 or equivalent UK/EU storage)
• Defined retention period (up to 30 days unless otherwise agreed)
• Assisted restoration upon request

Backup services are subject to reasonable storage thresholds and operational limits.

While backups are included, clients remain responsible for maintaining independent business continuity measures for mission-critical systems.

8. Data Responsibility

DevEdge Ltd implements robust security and backup systems; however, clients remain responsible for maintaining independent copies of website files, databases, and email where required.

DevEdge Ltd shall not be liable for data loss arising from:

• Client action or misconfiguration
• Third-party integrations
• Events beyond our reasonable control

9. Data Retention & Deletion

Upon cancellation or termination:

• Account data may be retained for up to 30 days.
• Clients may request export or migration during this period.

After the retention period:

• All backups and associated data are permanently deleted.
• This includes offsite storage systems.

Minimal billing metadata may be retained for statutory compliance.

10. Domain Registration & Renewal Policy

DevEdge Ltd provides domain registration as part of hosting services or as standalone services.

Domains are registered via accredited registrars and subject to registry rules (e.g., Nominet, ICANN).

Ownership remains with the client provided invoices are paid.

Renewals are automated unless cancelled in writing at least 14 days before expiry.

Expired domains may enter redemption periods where additional fees apply.

DevEdge Ltd is not liable for loss of domain registration resulting from inaccurate contact details or client inaction.

Website Design & Development

DevEdge Ltd provides website design and development services, including initial consultation, design, build, testing, and migration. A non-refundable deposit is required before work commences. Any requests for additional functionality, integrations, or content changes outside the original scope will be quoted separately.

Upon completion, the client is responsible for reviewing and approving all content. Once approved, any further changes will be billed at our standard hourly rate.

Hosting Services

DevEdge Ltd provides managed hosting services including shared hosting, premium hosting, VPS, VDS, cloud environments, and agency hosting solutions.

Hosting services cover the provision and maintenance of server infrastructure, including:

• Web server configuration and optimisation
• SSL certificate installation (where included)
• DNS configuration (where managed by DevEdge)
• Email server functionality
• Server-level security configuration
• Uptime monitoring of core infrastructure

Hosting services relate solely to the underlying server environment and do not include website development, plugin troubleshooting, theme conflicts, content updates, or third-party application debugging unless separately agreed in writing.

Infrastructure Support

Support for hosting services is provided via the Client Support ticketing system.

The ticketing system is available 24 hours a day, 7 days a week for submitting requests.

Response targets apply during standard business hours (Monday to Friday, 09:00–18:00 UK time), unless otherwise agreed.

While infrastructure is monitored for critical failures, out-of-hours responses are provided on a reasonable endeavours basis and are not guaranteed.

Unless expressly stated in writing, hosting services do not include a guaranteed Service Level Agreement (SLA).

Scope of Maintenance

Website Maintenance services are available under an active maintenance agreement.

Maintenance services may include:

• CMS, plugin, and theme updates
• Security patching and hardening
• Bug fixes and compatibility troubleshooting
• Performance optimisation
• Malware investigation and cleanup (where applicable)
• Minor content or configuration changes (where included in the plan)

Maintenance services do not include:

• New feature development
• Major redesigns
• Third-party software customisation beyond reasonable troubleshooting
• Work outside agreed monthly allowances

Additional work outside the scope of a maintenance agreement will be quoted separately.

Maintenance Support & Priority Levels

All maintenance requests must be submitted via the Client Support ticketing system.

Tickets are prioritised according to impact and urgency:

High
A critical issue resulting in complete website outage or severe functionality failure.

Target response: within 24 hours
Target resolution: within 48 hours

Medium
A significant issue causing substantial loss of functionality.

Target response: within 48 hours
Target resolution: 1–5 business days

Low
Minor issues or general requests.

Target response: within 72 hours
Target resolution: 1–10 business days

Response and resolution times are targets only and do not constitute guaranteed service levels.

Agency Hosting & Managed Support

Agency and higher-tier managed support plans may include enhanced response handling, infrastructure optimisation, proactive monitoring, and extended technical assistance.

Where an Agency or Managed Support agreement is in place, any enhanced response targets or service levels will be defined within the individual agreement.

For technical or configuration issues, open a ticket via the Agency Support Portal or email
[email protected].

Unless expressly stated in writing, Agency plans do not constitute a guaranteed 24/7 staffed support service.

Ticket Submission

All support requests must be submitted via the Client Support system.

The ticketing platform is available 24/7 for logging requests and tracking progress.

Support is not provided via social media, SMS, or informal messaging channels unless expressly agreed.

Business Hours

Standard business hours are:

Monday to Friday
09:00–18:00 UK time
Excluding public holidays.

Tickets submitted outside business hours may be reviewed on the next working day.

Critical infrastructure failures may be addressed outside business hours on a reasonable endeavours basis.

Service Level Disclaimer

All stated response and resolution times are targets only.

DevEdge Ltd does not guarantee uninterrupted or error-free operation and shall not be liable for delays caused by:

• Third-party service providers
• Software vendors
• Domain registrars
• Upstream network providers
• Circumstances outside its reasonable control

Bulk Hours (Prepaid Support & Development Time)

Clients may purchase prepaid Bulk Hours at a discounted rate for use towards website updates, technical assistance, or development work.

Bulk Hours are valid for 12 months from the date of purchase unless otherwise agreed in writing. Any unused hours expire after this period and are non-refundable.

Bulk Hours:

• May be used for development, configuration, troubleshooting, or technical changes
• Do not include third-party licence fees or external service costs
• Do not guarantee priority response unless an active Maintenance or Agency agreement is in place

Usage & Time Logging

Time is recorded against each request and deducted from the client’s Bulk Hour balance.

Work is logged in reasonable increments and recorded within the Client Dashboard, including:

• Open tasks
• Completed tasks
• Time allocated to each request

DevEdge Ltd reserves the right to determine the time reasonably required to complete a task.

Scope & Limitations

Bulk Hours do not constitute a maintenance contract or Service Level Agreement.

Unless combined with an active Website Maintenance or Agency agreement:

• Standard support response targets apply
• Work is scheduled subject to availability
• No guaranteed turnaround times are provided

Bulk Hours are non-transferable and non-refundable.

 

Additional & Optional Services

DevEdge Ltd may provide additional services as standalone or add-on services. These services are subject to availability and may be governed by separate written agreements where applicable.

Fraud Blocker & Security Add-Ons

Fraud prevention, bot filtering, firewall enhancements, or similar security services are provided as additional protective measures and do not guarantee the prevention of malicious activity, fraudulent transactions, or security breaches.

DevEdge Ltd does not warrant uninterrupted protection or complete elimination of automated threats.

The Client remains responsible for maintaining appropriate security practices, strong authentication credentials, and software updates.

SEO & Link Building Services

Search engine optimisation (SEO), link building, and digital marketing services are provided on a best-efforts basis.

DevEdge Ltd does not guarantee:

• Specific search rankings
• Traffic levels
• Conversion rates
• Revenue outcomes

Search performance is influenced by third-party algorithms, market conditions, competition, and factors beyond DevEdge Ltd’s control.

Where third-party outreach or backlink acquisition is undertaken, placement is not guaranteed unless explicitly agreed in writing.

 

Data Protection, Privacy & Security

DevEdge Ltd acts as a data processor when providing hosting, maintenance, or technical support that involves access to client data. We comply with the UK GDPR and Data Protection Act 2018.

Access to client data is restricted to authorised personnel only and used solely for maintenance and troubleshooting purposes. All credentials are stored securely, and secure transfer methods such as SFTP or encrypted portals are used where possible.

DevEdge Ltd is registered with the Information Commissioner’s Office (ICO) under registration number ZB823609.

Clients are responsible for maintaining their own website content, privacy policies, and cookie consent systems to ensure GDPR compliance.

DevEdge Ltd retains backup and access data only for as long as required to deliver contracted services. Upon termination of a contract, all associated data and credentials will be securely deleted within 30 days unless otherwise required for accounting, compliance, or legal purposes.

Confidentiality

We are committed to maintaining the confidentiality of all client information, project materials, and communications. Client information will not be shared with unauthorised third parties and will be handled with appropriate security measures.

Client and Third-Party Access

Where a client or any third party (including external developers, marketing agencies, IT providers, or contractors) makes changes to, or otherwise interferes with, any website, server, or system managed by DevEdge Ltd, we accept no liability for any resulting errors, downtime, performance issues, security vulnerabilities, or data loss.

This includes — but is not limited to — software or plugin updates, code modifications, configuration changes, or the installation or removal of third-party applications made without prior consultation.

DevEdge Ltd reserves the right to charge for any time spent investigating or repairing issues arising from such interference.

Clients who choose to make their own updates or delegate access to others do so at their own risk and remain responsible for maintaining security, version control, and GDPR compliance.

Continuity & Risk Management

DevEdge Ltd maintains documented backup and continuity procedures to ensure the rapid restoration of services in the event of hardware failure, data loss, or other disruption.

For clients hosted on managed DevEdge servers, cPanel access is provided through the client portal, allowing independent access to website files and databases. Clients do not have direct access to automated system backups, which are securely retained by DevEdge for integrity and disaster recovery purposes.

For clients hosted on third-party or custom infrastructure, FTP or SFTP credentials are supplied, allowing access to website files. Database access is not provided directly via FTP; however, full-site backups (including databases) can be created using approved third-party backup plugins such as UpdraftPlus or equivalent tools.

Where a client is hosted under a DevEdge-managed hosting agreement, the use of third-party backup or migration plugins must be carried out with prior notice to DevEdge. This ensures server resources and scheduled backups are not disrupted. Clients remain responsible for verifying the success and compatibility of any self-initiated backup or restoration.

Domain management is handled via the DevEdge client portal, where clients can initiate domain transfers, including IPS tag changes, to release domains to another provider at any time.

Backup copies and access credentials are stored securely in encrypted locations.

In the unlikely event that DevEdge Ltd becomes unavailable or cannot be contacted within 14 consecutive days — unless prior notice has been given (such as planned annual leave or maintenance periods) — clients may initiate recovery, migration, or transfer using their available access methods.

These access routes provide clients with sufficient control to maintain or transfer their websites, domains, and hosting with minimal disruption while ensuring continued operational independence.

Force Majeure

DevEdge Ltd will not be liable for any failure or delay in performance caused by events beyond its reasonable control, including but not limited to internet or hosting outages, third-party service failures, cyberattacks, government restrictions, or natural disasters.

Intellectual Property & Ownership

Upon full payment, ownership of website content, graphics, and code developed specifically for the client will transfer to the client, excluding any third-party components, licensed materials, or proprietary tools used by DevEdge Ltd in the production or hosting of the website.

Liability & Disclaimers

While DevEdge Ltd follows best practices in web development, hosting, and security, we cannot guarantee uninterrupted operation or immunity from all cyber threats. We are not liable for data loss, downtime, or other damages caused by factors outside our control, including third-party providers.

Clients are responsible for ensuring their own compliance with applicable regulations and maintaining adequate backups of website data and content.

Insurance

DevEdge Ltd maintains active Professional Indemnity Insurance with coverage of £1,000,000 and Cyber Liability Insurance with coverage of £250,000 to protect against losses related to professional services, data breaches, and cybersecurity incidents. Proof of insurance can be provided upon request.

Termination

Hosting, domain, and maintenance services operate on a 12-month rolling contract unless otherwise stated. Either party may terminate this agreement by providing 30 days’ written notice prior to the contract renewal date.

DevEdge Ltd reserves the right to suspend or terminate services immediately in cases of:
• Non-payment or repeated late payment
• Breach of these Terms
• Misuse of hosting resources or security violations
• Behaviour that, in DevEdge Ltd’s reasonable opinion, damages or risks the integrity of its infrastructure or reputation

Upon termination, all outstanding fees remain payable.

Clients are responsible for ensuring that any transfers, backups, or migrations are completed prior to termination. DevEdge Ltd may, at its discretion, provide assistance with migration or data export, which will be billed at the standard hourly rate.

Updates to Terms

DevEdge Ltd reserves the right to amend these Terms and Conditions to reflect changes in law, technology, or service structure. The latest version will always be available on our website at https://devedge.co.uk/legal/terms-and-conditions.

Entire Agreement

These Terms constitute the entire agreement between DevEdge Ltd and the client and supersede any prior communications or proposals, whether written or oral.

Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales, and any disputes shall be subject to the exclusive jurisdiction of the English courts.