Terms and conditions

These terms and conditions (“Terms”) apply to every service we supply to you, including websites, website care plans, SEO services, Google Business Profile services, branding and marketing services, domain, email and phone services, add ons, bundles and the SBS Scheme.

IMMORL (“IMMORL”, “we”, “us”) is a digital agency for adult and other restricted or policy sensitive industries, and is a Mayfair venture. You can contact us at support@immorl.com.

Your agreement with us (the “Agreement”) is made up of your order, the description of the service on its page on our website at the date of your order, these Terms, and any of our other policies that apply to your service. Those policies are the Payment Terms, the Refunds and Cancellations Policy, the Website Care Plan Terms, the SBS Scheme and Bundle Terms and the Acceptable Use and Content Policy.

If two parts of the Agreement conflict, the more specific part wins. For example, the Website Care Plan Terms take priority over these Terms for a care plan, and a signed or emailed written agreement for a scoped project takes priority over the general description on our website.

You accept the Agreement when you place an order, tick a box to accept, pay us, or ask us to start work, whichever happens first.

We mainly work with businesses. If you are buying as a consumer, nothing in these Terms takes away your legal rights as a consumer.

In these Terms:

• Add on means a fixed price extra service listed on our website that you can buy on its own or alongside a plan.
• Care Plan means one of our monthly website care services (Essentials, Website Care or Website Care Plus) or any other monthly service we offer, such as an SEO plan or a Google Business Profile plan.
• Client Materials means all information, text, images, photographs, logos, testimonials, documents, data and other materials that you or your representatives give to us.
• Deliverables means the websites, designs, documents, files and other work product that we create for you under the Agreement.
• Fees means the prices payable for the services, as shown on our website or in your order.
• Order means your request for services, made through our website, the Get Started form, by email, by message or in conversation, and accepted by us.
• Third Party Services means services, platforms and software supplied by someone other than IMMORL, such as domain registrars, hosting and delivery networks, email providers, booking platforms, payment providers and search engines.
• Working Day means a day from Monday to Friday that is not a bank holiday in England and Wales.
• You means the person or business that places the Order.

Every service has its own page on our website that lists what is included, what is not included, the price, the typical turnaround and what we need from you. The page as it appears on the date of your Order forms part of the Agreement.

If something is not listed as included, it is not included. Where work falls outside the stated scope, we will charge for it using a fixed price add on if one exists. If no add on exists, we will tell you the price before we do the work.

Our websites are built from existing professional templates and layouts, using the information you give us. The website text is written and structured for your business using that information. Bespoke design, custom coding, custom functionality and online stores are not part of our standard plans.

Online stores and larger custom projects are scoped individually. We will agree the scope and price with you in writing before any work starts.

Care Plans are currently available for websites built by IMMORL.

We will provide the services with reasonable skill and care. We may use partners, specialists, software and tools (including AI assisted tools for drafting, research and ideas) to deliver them. We check the work before it reaches you and we remain responsible to you for what we deliver.

IMMORL works with lawful businesses in adult and other restricted or policy sensitive industries. Before we accept a project we check that your activity and content are lawful, that you hold the rights to what you supply, and that the platform, payment or supplier terms that apply to this service permit your category. These checks are practical screening, not legal advice or a compliance certificate.

IMMORL is not a lawyer, a compliance certifier or a payment processor. We do not guarantee approval by any provider or platform, search rankings, leads, reviews or sales.

Our prices are fixed. The price shown on the relevant page of our website at the date of your Order is the price you pay for the services described on that page.

Prices are in pounds sterling. If we ever need to add VAT or any other tax to a charge, we will show it clearly before you pay.

Third party costs are separate from our prices unless a page says they are included. Examples are domain registration and renewal fees, booking platform subscriptions, paid email or phone provider charges and payment processing fees. You pay these directly to the provider.

A quote for a scoped project is valid for 30 days from the date we send it, unless the quote says otherwise.

An Order is accepted when we confirm it by email or message, or when we start work, whichever happens first. We may decline an Order, for example if the service is not suitable for your needs or the information you have given us is incomplete. If we decline an Order, we will refund anything you have already paid for it.

If we make an obvious mistake in a price or description, we will tell you before we accept your Order. You can then confirm the corrected price or withdraw the Order without charge.

We may change our prices from time to time. A change applies to new Orders only. For a monthly service already running, we will give you at least 30 days’ notice by email, and you can cancel before the change takes effect.

Unless your Order says otherwise, one off services are paid for in advance, and we start work when we receive payment. If we agree to take payment in stages, we will confirm the stages in writing.

Monthly services are billed in advance on the 1st of every calendar month.

We send invoices and receipts by email. Unless the invoice says otherwise, payment is due within 7 days of the invoice date.

If you do not pay by the due date, we may charge interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998 where you are a business. We will send a reminder first. If an invoice is still unpaid 7 days after the reminder, we may suspend the related services until it is paid.

If you have a genuine query about an invoice, tell us within 14 days of the invoice date and pay any part that is not in dispute while we resolve the rest.

Until all Fees for a Deliverable have been paid in full, we may withhold delivery or launch of that Deliverable, and ownership of it stays with us as set out in the intellectual property clause.

Full details of payment methods, failed payments and monthly billing are in our Payment Terms.

To let us deliver the services properly, you agree to:

• give us the information, content and access we need, in good time, and respond to our questions promptly;
• make sure everything you give us is accurate, complete and up to date, including your business name, services, service areas, prices, qualifications, accreditations, insurance, registrations and contact details;
• have the right to give us your Client Materials and to have them published, including permission from anyone who appears in a photograph or testimonial;
• give us access to the accounts we need to do the work, such as your domain provider and your Google Business Profile, and keep those accounts in your own name;
• check your website and other Deliverables carefully before they go live, because you know your business best and are responsible for the claims you make in it;
• follow the law that applies to your business, including any rules about how you advertise or describe your services.

Timescales start when we have everything we need from you. If you are slow to give us information or feedback, the delivery date moves back by the same amount of time.

If we do not hear from you for 60 days while we are waiting for something we need, we may treat the Order as closed. Fees for work already done remain payable, and our Refunds and Cancellations Policy explains what happens to the rest.

You keep ownership of your Client Materials. You give us a licence to use, copy, edit, format and publish them as needed to provide the services, including on your website, your Google Business Profile and any other place you ask us to publish them.

You promise that your Client Materials are accurate, that you own them or have permission to use them, and that using them as agreed will not infringe anyone’s copyright, trade mark, privacy or other rights, and will not be unlawful or misleading.

Testimonials and reviews that you supply must be genuine and from real customers. We never create, buy or incentivise reviews or testimonials.

We may decline to publish any content that we reasonably believe is unlawful, misleading, harmful or in breach of our Acceptable Use and Content Policy.

If a third party claims that your Client Materials infringe their rights, you will cover our reasonable losses and costs arising from that claim, as far as the law allows.

When you have paid all Fees for a Deliverable in full, you own the website text, logos, brand colours and fonts, documents and other content that we created specifically for you, and we assign to you any rights we have in them. The same applies to your business information, content, branding and other business assets, which remain yours at all times.

We keep ownership of our templates, layouts, page designs, code, software, tools, methods, know how and any materials that existed before the Agreement or that we create for general use. You have a non exclusive licence to use these as part of your own website for as long as that website is live for your business. You may not copy them, resell them, or reuse them for another business.

Fonts, icons, stock images, software components and platform features that come from third parties are licensed under their own terms, and you must follow those terms.

Unless you tell us in writing that you do not want this, we may show your finished website, logo and a short description of what we did in our portfolio, case studies and marketing. We will not publish your confidential information.

You own your domain name and your Google Business Profile. We do not hold them in our name, and we do not hold them hostage if you leave.

Our services often rely on Third Party Services. Each provider’s own terms apply to its service.

Third Party Services can change, be unavailable, change their prices or stop working without notice. We will tell you if a change affects what you have bought and help you find a sensible alternative, but we are not responsible for decisions or outages that are outside our control.

Where it is practical, accounts with Third Party Services are opened in your name so that you keep control.

We are not responsible for the fees, conduct or availability of Third Party Services that you choose to use alongside our services.

Hosting under the supported IMMORL arrangement is included in our website Care Plans. Hosting and delivery are provided through third party infrastructure providers. We aim to keep your website online, but we cannot promise that it will be available without interruption.

You own your domain name and you are responsible for paying its renewal fees to your domain provider and keeping it renewed. We do not take responsibility for a domain that expires unless we have agreed in writing to manage its renewal. Domain Connection and Domain Registration Assistance are services that help you; the domain is registered in your own name and account.

Professional email mailboxes are supplied through a third party email provider on your own domain. We set them up and give basic support, but we cannot guarantee that every message is delivered or where it lands. Email authentication setup (SPF, DKIM and DMARC) improves trust but does not guarantee delivery.

Email migration depends on your existing email provider and the access you give us. We cannot guarantee that every historical email, folder, attachment or setting will move perfectly from every provider.

Business Phone is a simple UK business number that forwards calls to your existing UK mobile, with basic voicemail and call routing. It is not a full business telephone system. Charges made by your mobile network for forwarded calls are yours.

Every website includes one consolidated revision. That means one round of changes where you send us all your feedback together, so we can make everything in one go before launch.

Further changes after that round are treated as small edits, which cost £20 each when bought on their own, or are covered by your Care Plan allowance. Larger changes are charged as fixed price add ons.

Other services have the revision allowance shown on their page. For example, the Basic Logo Package includes one main logo concept and one revision.

We will ask you to confirm in writing (a message or email is enough) that you approve the work before launch. If we have asked for your feedback and heard nothing for 10 Working Days after a reminder, we may treat the work as approved and launch it.

If we make a mistake that means a Deliverable does not match what was agreed, we will put it right free of charge.

We give typical timescales for each service. At the date of these Terms they include: Starter Website 2 to 3 Working Days, Adult Business Website 4 to 7 Working Days, Business Pro Website 5 to 10 Working Days, SEO Setup 3 to 5 Working Days, small website edits 2 to 5 Working Days and branding services 1 to 5 Working Days. Using a template can mean a faster turnaround.

Timescales start when we have everything we need from you. They are estimates, not guarantees, and they do not make time of the essence.

Delays caused by you, by Third Party Services or by events outside our control extend the timescale accordingly.

Monthly services have no fixed term. You can pause or cancel at any time by emailing support@immorl.com.

One off services are covered by the refund rules in our Refunds and Cancellations Policy, which also explains your statutory right to cancel if you are a consumer.

Nothing in this clause affects your legal rights.

Care Plans run month to month. They continue until you cancel. Monthly fees are billed on the 1st of every calendar month.

Each Care Plan includes only what is listed on its plan page. Monthly edit allowances reset each month and do not roll over. New pages, landing pages, redesigns, new functionality, major copy rewrites and ongoing SEO are outside the allowance and can be bought separately at fixed prices.

Small requested updates are normally completed within 2 to 5 Working Days. Support is by email during business hours.

The Website Care Plan Terms set out how Care Plans work in full, and apply to every monthly service.

The SBS Scheme is a starter package at £99 upfront and then £29 a month. Our bundles (Launch, Grow and Pro) combine a website, Google Business Profile, logo and email with monthly care for a fixed upfront price and a fixed monthly price.

The monthly fee for the SBS Scheme and for each bundle continues after your website has been built, for as long as you keep the service.

The SBS Scheme and Bundle Terms explain what is included, what is not included and what happens if you cancel.

We do not guarantee Google rankings, Google Maps positions, website traffic, enquiries, calls, leads, sales or any particular result from SEO, Google Business Profile work, reviews, analytics or any other marketing service. Search engines decide results using their own rules, which change often and which we do not control.

We cannot guarantee that your business will appear in AI search results or any particular search feature.

We never create, buy or incentivise reviews. We can help you ask your genuine customers for reviews, but we cannot promise a number of reviews, and we cannot remove genuine reviews.

Your Google Business Profile belongs to you. We ask to be added to it with the access we need to look after it. Our plans do not include 24/7 monitoring or instant replies.

Link building and paid advertising are not part of our services.

SEO results depend on your website, your competition, your location and the searches you are aiming for, and they can take time.

We handle personal data as described in our Privacy Policy.

Where we handle personal data on your behalf, for example when enquiries from your website visitors pass through forms we set up for you, you are the controller of that data and we act as your processor under UK GDPR. We will process it only on your instructions, keep it secure, make sure our staff and providers are bound by confidentiality, help you respond to requests from individuals, and delete or return it when our services end, unless the law requires us to keep it.

You are responsible for having a lawful basis to collect that data and for having a privacy notice on your own website. If you need a written data processing agreement, email us and we will provide one.

Each of us will keep the other’s confidential information private and use it only for the purposes of the Agreement. This does not apply to information that is public through no fault of ours, information that we already knew, or information that we must disclose by law or to our professional advisers.

Nothing in the Agreement limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot legally be limited or excluded.

Subject to that, we are not liable to a business customer for any indirect or consequential loss, or for loss of profit, revenue, business, contracts, goodwill, anticipated savings or data, however it arises.

Subject to clause 19.1, our total liability to you for all claims connected with a service is limited to the Fees you have paid us for that service in the 12 months before the claim arose.

We are not liable for losses caused by Third Party Services, by your Client Materials, by your own decisions or instructions, by changes made by search engines, or by events outside our reasonable control.

If you are a consumer, this clause does not limit any right you have under the Consumer Rights Act 2015 or any other law that cannot be excluded.

Either of us may end the Agreement if the other commits a serious breach and does not fix it within 14 days of written notice, or becomes insolvent.

We may suspend or end a service if you do not pay when due after reminders, if you ask us to publish unlawful or misleading content, or if you treat our team abusively.

When a service ends: Fees for work already carried out remain payable; you stop using our templates and layouts unless a licence continues under the Agreement; we remove our access to your accounts; and any hosting we provide for you ends.

On request, we will give you a copy of the content, text, images and branding files that you supplied or that we created for you, and we will give reasonable help pointing your domain to a new host. If your website is built on a third party platform that does not allow us to export its code or layout, we cannot supply those parts.

Neither of us is in breach of the Agreement, or liable for delay, if the cause is outside our reasonable control. This includes failures of the internet, power or telecoms networks, outages at hosting or other Third Party Services, cyber attacks, extreme weather, fire, flood, epidemic, war, strikes by others, and government action. The affected party will tell the other as soon as reasonably possible and will carry on as soon as it can.

If you are unhappy with any part of our service, please tell us. Our Complaints Policy explains how to complain and what to expect.

We may update these Terms from time to time. The date at the top of this page shows when they were last updated.

An Order is governed by the Terms in force on the date of the Order. If we make a material change that affects a monthly service you already have, we will give you at least 30 days’ notice by email, and you may cancel before the change takes effect.

The Agreement is the whole agreement between us about its subject and replaces anything said or written before it.

You may not transfer your rights or duties under the Agreement without our written consent. We may use subcontractors and partners to deliver the services.

If a court finds part of the Agreement unenforceable, the rest remains in force. If we do not enforce a right straight away, that does not mean we have given it up.

Nobody who is not a party to the Agreement has any right to enforce it under the Contracts (Rights of Third Parties) Act 1999.

We may give you notices by email to the address you gave us. You may give us notices by email to support@immorl.com.

Nothing in the Agreement makes either of us the partner, agent or employee of the other.

The Agreement, and any dispute or claim arising out of it, is governed by the law of England and Wales.

The courts of England and Wales have exclusive jurisdiction, except that if you are a consumer you may also bring a claim in the courts of the part of the UK where you live.