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.

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.

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 and Domain Services Terms

We provide a range of fully managed hosting solutions including Managed Web Hosting, Managed Premium Hosting, Agency Hosting, and Custom Hosting (for projects requiring bespoke infrastructure). All hosting is delivered on secure, GDPR-compliant servers located within the United Kingdom and European Union, with options for dedicated VPS, VDS, or cloud configurations depending on project requirements.

Our servers use enterprise-grade AMD Ryzen™ 7950X3D / 9950X processors, NVMe storage, and are optimised for WordPress performance through LiteSpeed. Each environment includes Imunify360 or cPGuard protection, firewall security, free SSL certificates, daily backups (with optional AWS S3 or IONOS S3 offsite storage via JetBackup or Updraft), and continuous performance monitoring.

Where appropriate, we work directly with clients to fine-tune performance for their specific website setup, ensuring optimal speed and reliability for every installation.

All managed environments are designed for high availability, with an uptime target of 99.9%, excluding scheduled maintenance windows.

Contract Term & Billing

Hosting and domain services are provided on a 12-month rolling contract, which renews automatically unless cancelled with at least 30 days’ written notice before the renewal date. Clients may choose to pay monthly or annually, and billing will continue on the same cycle unless otherwise agreed. Annual renewals are invoiced automatically at the start of each new term.

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

Access & Security

For operational and security reasons, only FTP or SFTP access may be provided on some hosting environments. Where available, SFTP (encrypted access) is always preferred. Server-level access, resource allocation, and configuration changes remain under the management of DevEdge Ltd unless otherwise stated in a written agreement.

Hosting & Infrastructure Policy

For security and data protection purposes, DevEdge Ltd does not publicly disclose specific hosting providers or infrastructure partners. All environments are fully managed, monitored, and maintained by our team to ensure performance, uptime, and compliance with UK GDPR standards. Our infrastructure is continually reviewed to provide secure, scalable, and high-performance hosting for all client projects.

Service Level & Support

All hosting services provided by DevEdge Ltd are fully managed, meaning our team oversees server maintenance, operating system updates, security patching, and performance tuning. Clients benefit from a proactive approach to monitoring, ensuring issues are identified and resolved before they affect uptime.

Support Availability

Technical support is available Monday to Friday, 9:00am – 6:00pm (UK time), excluding public holidays. Critical incidents affecting uptime or security are monitored and addressed 24/7, with escalation procedures in place for premium and agency clients.

Response Times

– Critical issues (e.g. downtime or security incident): Response within 6 hours.
– High priority (e.g. major functionality issue): Response within 12 business hours.
– Standard requests (e.g. configuration changes, advice): Response within 2 business days.

Support is provided via email or through the designated client portal. Phone or chat support may be available for agency or premium clients depending on the service level agreement.

Managed Hosting Scope

Managed hosting covers:
– Server setup and control panel maintenance
– Security updates and malware protection
– Backup management and restoration (as per plan limits)
– Performance optimisation (LiteSpeed, caching, database tuning)
– DNS and SSL configuration

It does not include third-party software conflicts, custom code errors, or content-related tasks unless covered under a separate maintenance or development agreement.

Uptime Commitment

DevEdge Ltd maintains a 99.9% uptime target, excluding planned maintenance or third-party network outages beyond our control. Scheduled maintenance is communicated in advance whenever possible and performed during off-peak hours.

Data Protection & Backups

DevEdge Ltd is committed to maintaining the privacy, security, and integrity of client data in line with the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018.

Backup Policy

All managed hosting environments include automatic daily or hourly backups, depending on the plan. Backups are stored on secure infrastructure separate from the primary server. Optional offsite backups are hosted via Amazon Web Services (AWS) S3 or IONOS S3-compatible storage, located within UK or EU data centres, ensuring full GDPR compliance and encryption at rest and in transit.

Backup Retention

– Standard hosting: up to 21-day retention
– Premium / Agency hosting: up to 30-day retention.

Clients may request data restoration at any time, subject to reasonable administrative limits or restoration fees where applicable.

Data Responsibility

While DevEdge Ltd implements robust security and backup measures, clients remain responsible for maintaining copies of their own website files, databases, and emails where required for business continuity or compliance purposes. DevEdge Ltd cannot be held liable for data loss arising from client actions, third-party integrations, or circumstances beyond our reasonable control.

Data Access & Security

All stored backups are encrypted in transit and at rest. Access to hosting systems and backup storage is strictly controlled and logged, with limited access granted only to authorised DevEdge Ltd personnel. No client data is shared with third parties except where required for the provision of hosting services or as required by law.

Data Retention & Deletion

Upon cancellation or termination of hosting services, DevEdge Ltd will retain account data and backups for a period of up to 30 days, unless otherwise agreed or required by law. During this time, clients may request a full data export or transfer to another provider.

After the retention period, all backups and associated data are permanently deleted from active and offsite storage systems (including AWS and IONOS S3). This process is irreversible and ensures that no residual data remains on our servers or third-party storage infrastructure.

Client requests for early deletion can be made in writing, and will be carried out within 7 working days, provided there are no outstanding balances or contractual obligations.

DevEdge Ltd may retain minimal account or billing metadata as required for financial record-keeping and compliance purposes.

Domain Registration & Renewal Policy

DevEdge Ltd provides domain registration and renewal services as part of our managed hosting solutions or as standalone services. All domains are registered through accredited registrars and remain subject to the terms and conditions of the relevant registry (e.g. Nominet, ICANN, or equivalent).

Ownership & Management

All domains are registered in the client’s name, with DevEdge Ltd acting as the technical or administrative contact where required. Clients retain full ownership of their domains, provided all invoices are paid in full.

Domain management and DNS records are handled through our secure systems. Requests for DNS changes or transfers must be made in writing or via the client portal.

Renewals

Domain renewals are billed automatically based on the client’s selected payment cycle.
To avoid service interruption, DevEdge Ltd sends renewal reminders 30 days before expiry and again 7 days prior if unpaid. Domains will automatically renew unless cancelled in writing at least 14 days before the renewal date.

If a domain expires, it may enter a redemption or grace period defined by the registry, during which restoration fees may apply. Renewal during this period cannot be guaranteed until confirmed by the registry.

Transfers

Clients may request to transfer domains to another provider at any time, provided there are no outstanding balances and the request is made at least 7 days before the renewal date.

DevEdge Ltd will release the domain or provide the EPP/Auth code required for transfer upon confirmation of the request. Transfers will be processed promptly once all requirements have been met.

Accuracy of Information

Clients are responsible for maintaining accurate registrant and contact details for all domains. Inaccurate or incomplete details may result in suspension or cancellation by the registry.

DevEdge Ltd will not be liable for any loss of domain registration resulting from outdated contact details or client inaction.

Website Maintenance

We provide ongoing website maintenance and support services designed to ensure performance, security, and reliability. Requests are handled through our Client Support system and prioritised by urgency as follows:

• High

A critical issue with complete service loss, making the application unusable.

Response time: within 24 hours; target resolution: within 48 hours.

• Medium

A significant issue with substantial service loss, limiting functionality.

Response time: within 48 hours; target resolution: 1–5 business days.

• Low

A minor issue with minimal service impact, causing inconvenience.

Response time: within 72 hours; target resolution: 1–10 business days.

Support Hours

Typical response times apply during standard business hours, Monday to Friday, 09:00–18:00 (UK time).
Tickets raised outside these hours, or on weekends and public holidays, may experience extended response and resolution times.

These response and resolution times are targets only and not guaranteed service-level commitments. Actual times may vary depending on issue complexity, third-party dependencies, and factors beyond DevEdge Ltd’s control.

Website Support Packages

Our Website Support Packages include a combination of maintenance, monitoring, and technical support activities. Each package provides a fixed number of support hours per month and may include:

• Weekly or monthly software updates
• Database and full backups
• Security monitoring (firewall, malware scanning, intrusion alerts, brute-force protection, login monitoring)
• Uptime and performance monitoring
• Bug and error resolution
• Website analytics and SEO monitoring
• Basic content amendments (within available monthly hours)

Unused monthly hours do not roll over. Additional work outside the monthly quota is billed at our standard hourly rate. Time spent in meetings or consultations is deducted from available hours. Emergency or out-of-hours support may incur additional charges.

We will perform offsite and hourly database backups (where applicable). Recovery times vary depending on issue complexity. While we take every precaution to protect client websites, no system is entirely immune from external threats.

These packages are subject to timely payment. Late or missed payments may result in temporary suspension of maintenance or monitoring services until the account is brought up to date.

Bulk Hours

Clients may purchase Bulk Hours in advance at a discounted rate. These hours can be used for website updates, technical assistance, or development work as needed. Bulk Hours are valid from purchase and are non-refundable. Hours are logged against each request and reported on client dashboard – open and closed tasks.

Fraud Blocker

Fraud Blocker services help protect advertising campaigns on Meta and Google Ads from click fraud and malicious activity. While every effort is made to reduce invalid traffic, DevEdge Ltd cannot guarantee complete prevention or reimbursement for fraudulent ad spend.

SEO & Link Building

Our SEO and link building services aim to improve search visibility and website authority through best-practice techniques. While we apply ethical and proven methods, we cannot guarantee specific rankings or traffic increases due to factors beyond our control, including search engine algorithm changes.

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.

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.

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.

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.

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.

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.

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.

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.

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.