Terms of business

1. Who we are and what these terms cover

PixenForge is the trading name of Laurie Bishop, a sole trader, of 7 Anstridge Road, Eltham, London SE9 2LL. You can reach us at hello@pixenforge.co.uk.

These terms apply to every website package, add-on, hosting period, care plan and visibility plan we supply, whether you book online or accept a written quote. Where a written quote or the Pricing page says something more specific about your project, that wins over these terms.

2. Packages, add-ons and price

Website packages are fixed-price for the pages, revision rounds and inclusions listed on the Pricing page when you order. A page is one designed screen of content, such as Home, About or Contact. Add-ons with a published price (for example extra pages, an online shop, online booking, a logo or email set-up) are fixed-price for the scope described. Anything else, such as custom integrations, membership areas or photography, is quoted in writing before it starts.

We are not VAT registered, so no VAT is added to any of our prices.

3. Ordering and payment

To book a project you pay a deposit of 50% of the order total (the package plus any add-ons), online through our payment provider Stripe or by invoice. Your order is accepted, and a contract formed, when the deposit is paid. Ticking the terms box and paying the deposit online means you accept these terms.

The balance (the order total minus the deposit) is due once you approve the website. We send a secure payment link when you approve, and the site goes live on your domain once the balance is paid. Invoices for custom work are due within 14 days.

Monthly plans are billed monthly in advance, and hosting renewals yearly in advance, by card through Stripe. Card details are handled by Stripe; we never see or store them.

4. Your brief, content and timescales

After you order we send you a link to the project brief. You provide the text, images and business details we need, or ask us to quote for help with them. We send reminders if the brief has not arrived.

You confirm that you own, or have permission to use, everything you send us (words, photos, logos, reviews), and that claims about your business are true. We may decline to publish anything we believe is unlawful, misleading or infringes someone else’s rights.

We agree a timescale in writing at the start of each project. It depends on your brief and feedback arriving on time. If we are going to miss a date we will tell you before it, not after.

5. Previews, revisions and approval

We send you a preview of the site to review. A revision round is one consolidated set of change requests on a preview; your package includes a set number of rounds (Starter 2, Business 3, Premium 4). Further rounds are available as the “Extra revision round” add-on at the published price.

You approve the website either on the review page or with the one-click approval link in the preview email. Approval means you are happy for the site to go live as shown. Changes after approval are handled as care-plan or pay-as-you-go work.

Some of our first drafts are prepared with the help of automated and AI tools, working from your brief. Every preview is checked by a person before it is sent to you, and nothing goes live without your approval.

6. Launch, domains and logins

If you buy the domain add-on we register the domain in your name, with us as technical contact. You own it. At launch we give you your own administrator login, set through WordPress’s own password link; we never send passwords by email.

With your agreement we add a small “Website by PixenForge” credit in the footer. You can ask us to remove it at any time.

7. Hosting

Each new website includes 12 months of hosting from the day it goes live. Hosting then renews yearly at the price published on the Pricing page at the time (currently £99 a year). We remind you 30 and 7 days before renewal, and we give you at least 60 days’ notice of any price change. Hosting covers the items listed on the Hosting and support page.

You may stop hosting at any time. The site stays live until the end of the paid period, and we provide a full export of your site on request at no charge. If hosting is not renewed, we keep the site live for a grace period of 30 days, then replace it with a short offline notice and keep a backup for 90 days so you can still ask for your export. We never delete a client site without first offering the export.

8. Included visibility work

Each new website includes 3 months of the Starter Search plan from launch, at no charge. It ends automatically. We will offer you a paid plan before it ends, and nothing is charged unless you choose one.

9. Care plans, pay-as-you-go and visibility plans

Monthly plans are rolling, with no minimum term and no annual contract. Either of us may end a plan with 30 days’ written notice; you can also cancel from the link in any Stripe receipt. Included change time does not roll over. Pay-as-you-go work is quoted before it starts and billed in 15-minute blocks at £45 an hour.

Visibility plans describe work done, not results. We do not guarantee search rankings, traffic, enquiries, reviews or inclusion in any AI-generated answer, and we never publish content on your site without your approval.

10. Ownership and portfolio

Once you have paid in full, the design and content we created for you are yours. WordPress and other open-source components stay under their own licences (GPL). Any third-party licences, such as premium plugins or fonts, are listed in your handover pack. Until you have paid in full we keep ownership of our work and may keep the site off your domain.

We only show your finished site in our portfolio if you tick the box in your brief or tell us in writing that we may. You can withdraw that permission at any time.

11. Cancellation and refunds

If you are a consumer (buying for purposes outside your trade or business) you may cancel within 14 days of paying online, under the Consumer Contracts Regulations 2013, by emailing us. If you ask us to start work within those 14 days, which you do by sending your brief, you agree to pay for the work done up to the point you cancel, and we refund the rest of your deposit within 14 days.

For everyone else, or after the 14 days: if you cancel a project after work has begun, the deposit covers the work done to that point. Where the work done is worth more than the deposit we invoice the difference at £45 an hour, and where it is worth less we refund the difference.

If we have not heard from you for 90 days after sending a brief link or a preview, despite reminders, we may close the project and treat it as cancelled by you. Monthly plans end as described in section 9; the current paid month is not refunded.

12. Your website’s visitors and data protection

For personal data collected on your website (for example through its contact form), you are the controller and we act as your processor when we host, back up or maintain it. We process that data only to provide our services and on your instructions, keep it secure, make sure anyone working on it is bound by confidentiality, use only reputable sub-processors (our hosting provider Hostinger, and others listed in our privacy notice), help you respond to requests from individuals, tell you without undue delay about any breach affecting it, and delete or return it when our services end. You are responsible for your website having a lawful basis and an accurate privacy notice; we can supply a starting template.

How we handle your own details as our customer is explained in our privacy notice.

13. What we are not responsible for

We do the work with reasonable skill and care. We rely on third-party services (including hosting, Stripe, email and Google) and are not responsible for their outages or changes, though we will help you work around them. We are not liable for loss of business, profit or data arising from outages, third-party services or changes you or others make to the site. Our total liability to a business customer is limited to the amount you paid us in the 12 months before the claim. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or any other liability the law does not allow us to limit, and nothing affects your statutory rights as a consumer.

Neither of us is responsible for delays caused by events outside our reasonable control. We will tell you if one affects your project.

14. Complaints, changes and governing law

If something is not right, email hello@pixenforge.co.uk and we will reply within two working days. We may update these terms from time to time; the version in force when you ordered applies to that order, and we will tell you in advance before a change affects an ongoing plan. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction (if you are a consumer living in Scotland or Northern Ireland, you may also bring proceedings there).

Last reviewed: 21 October 2026.