Terms of Service

1. About Nettorra and these terms

Nettorra is a digital services business operating from Surrey, United Kingdom and serving clients globally. “Nettorra”, “we”, “us” and “our” refer to Nettorra. “Client”, “you” and “your” refer to the person or organisation purchasing services.

These terms apply to business clients. If you purchase mainly for personal purposes and are legally a consumer, your mandatory consumer rights also apply and take priority over any conflicting term.

Questions may be sent to enquiry@nettorra.com or raised before accepting a proposal.

2. How an agreement is formed

Website prices, package descriptions and Mia quotations are indicative starting points. They are not offers capable of acceptance and do not authorise work or payment.

A binding agreement begins when you accept a written proposal, order form or statement of work issued by Nettorra and, where required, pay the stated deposit. The agreement consists of that accepted document, these terms and any documents expressly incorporated into it.

If there is a conflict, the accepted proposal or statement of work takes priority for project-specific scope, price, timing, deliverables and payment milestones.

3. Scope, assumptions and changes

We will provide the deliverables and included revision rounds described in the accepted proposal. Anything not stated as included is outside scope.

If either party identifies a necessary change, we will explain its likely effect on price and timing. Additional work begins only after the change is agreed in writing. We will not add hidden charges or materially change an agreed service without your agreement.

Timings are estimates unless the proposal expressly calls a date fixed. A delay in receiving decisions, content, access or feedback may move the delivery dates by a reasonable corresponding period.

4. Your responsibilities

You agree to provide accurate instructions, timely feedback, lawful content and the access reasonably needed to complete the work. You are responsible for final approval of business claims, prices, legal notices, regulated information and material published in your name.

You confirm that you have the right to use materials you supply, including names, logos, images, music, footage, data and text, and that our permitted use of them will not infringe another person’s rights.

Account credentials should be shared using a secure method agreed with us. Do not send passwords or complete payment-card details through ordinary website forms.

5. Prices, invoices and payment

Prices and taxes are set out in the accepted proposal. Unless stated otherwise, third-party charges such as hosting platforms, advertising spend, domains, stock assets, specialist fonts, software licences, AI usage or production expenses are separate and require approval before commitment.

A typical website schedule is 40% to book the project, 30% after design approval and 30% before launch. Smaller projects may use 50% to book and 50% before final delivery. The schedule applies only when it appears in your accepted proposal.

Invoices are due within 14 calendar days unless the invoice or proposal states another period. We may pause affected work or services after giving reasonable notice if an undisputed invoice remains overdue. For business-to-business debts, we retain any statutory rights relating to late-payment interest and recovery costs.

You must raise a genuine invoice query promptly. The undisputed portion remains payable while we work with you to resolve the query.

6. Review, delivery and acceptance

We will give you reasonable opportunities to review work at the stages set out in the proposal. Feedback should be consolidated and supplied within the requested review period where possible.

When the agreed deliverables are ready, we will ask for approval or provide a reasonable period for review. We will correct a failure to meet the agreed specification where it is within our responsibility. New preferences, additional features and changes to previously approved work may be quoted separately.

Launch, release of editable source files or transfer of final production assets may depend on payment of the relevant final invoice, as stated in the proposal. This does not affect rights that cannot lawfully be restricted.

7. Service-specific terms

Websites, hosting and Cloudflare

Managed care may include hosting, SSL, maintenance, recoverable backups, independent monitoring and Cloudflare delivery or protection where suitable. Cloudflare and other providers can improve security, performance and resilience, but no provider or architecture guarantees uninterrupted availability. Enhanced failover or multi-provider continuity is included only if specifically agreed.

Domains, email and third-party accounts remain subject to their providers’ rules. Where practical, accounts should be registered in your name or transferred to you after outstanding charges are paid.

SEO and growth

SEO work improves technical foundations, content and search opportunity, but search engines and competitors are outside our control. We do not guarantee rankings, traffic, enquiries or revenue.

N-Secure

You may submit a website to N-Secure only if you own or manage it, or have the owner’s permission to assess it. The free check is a passive review of publicly observable signals. It does not attempt to log in, exploit vulnerabilities or access private systems, and it is not a penetration test, compliance certificate or guarantee that a website is secure.

Automated findings may include false positives and may miss weaknesses that require authenticated, source-code, business-logic or manual testing. Results are preliminary information for review, not a substitute for a suitably scoped professional security assessment. You must not use N-Secure to assess a third party’s website without authority or to support harmful, unlawful or disruptive activity.

If you ask Nettorra to fix a finding, we will first review the evidence, platform, access requirements and proposed scope. Remediation is a separately priced service. No changes, charges or security outcome are agreed until you accept a written proposal.

Video, motion and branding

Final duration, formats, music, voice, presenters, licences and revision rounds are those stated in the approved production scope. Third-party licence restrictions continue to apply after delivery.

AI automation

AI systems can produce incomplete or inaccurate output. We will agree appropriate testing and human-approval points, but you remain responsible for reviewing outputs and decisions used in your business. Usage charges, connected services, data controls and ongoing support are included only where stated in the proposal.

8. Intellectual property

You retain ownership of materials you provide. Nettorra and its licensors retain ownership of pre-existing tools, methods, templates, reusable code, know-how and third-party materials.

Once all relevant invoices are paid, you receive ownership of the bespoke final deliverables identified for transfer in the proposal. To the extent our retained materials are embedded in those deliverables, we grant you a worldwide, non-exclusive, continuing licence to use them as part of the delivered work for your business.

Third-party items remain subject to their licence terms. Drafts, rejected concepts and unused working files are not transferred unless expressly agreed.

9. Confidentiality and data

Each party will keep the other’s non-public business information confidential, use it only for the agreement and disclose it only to people who need it and are subject to suitable obligations. This does not cover information that is public through no breach, already lawfully known or required to be disclosed by law.

Our handling of personal information is described in the Privacy Policy. If a service requires Nettorra to process personal information on your behalf, any additional controller-to-processor terms required for that work will be agreed separately.

10. Cancellation, suspension and termination

Either party may end a project by written notice if the other commits a material breach and does not correct it within a reasonable period after being asked to do so. Immediate termination may be appropriate for serious illegality, insolvency or a breach that cannot be corrected.

If you cancel for convenience, you pay for work properly completed up to the cancellation date and any approved, non-cancellable third-party commitments. Amounts already paid are credited against that sum, and we will refund any balance relating to work not performed or committed. We will provide completed paid-for work in a practical available format.

Unless your proposal states a fair minimum term, ongoing monthly services continue on a rolling monthly basis and either party may end them on 30 days’ written notice. Charges remain due through the notice period.

If you are a consumer and a statutory cancellation period applies, we will provide the required information. If you expressly ask us to begin during that period, you may have to pay proportionately for work supplied before cancellation, and the cancellation right may end once the service is fully performed with the acknowledgements required by law.

11. Events outside reasonable control

Neither party is responsible for delay caused by events it could not reasonably control, including widespread network or cloud-provider failure, natural disaster, serious cyber incident, industrial action, government restriction or failure of a third party not chosen or controlled by that party. The affected party must communicate promptly and take reasonable steps to reduce the effect.

If such an event prevents a material service for an extended period, the parties will discuss a fair revised plan or termination of the affected work.

12. Responsibility and liability

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, deliberate misconduct, or any liability that cannot legally be excluded or limited. Nothing removes mandatory consumer rights.

For business clients only, neither party is liable for indirect or consequential loss, or for loss of profit, revenue, anticipated savings, goodwill or business opportunity, except where that loss forms part of a claim that cannot lawfully be limited. Each party must take reasonable steps to reduce avoidable loss.

For business clients only, each party’s total liability arising from an agreement is limited to the fees paid or payable under that agreement during the 12 months before the event giving rise to the claim. This cap does not apply to the liabilities listed in the first paragraph of this section, your obligation to pay agreed fees, infringement caused by materials you supply, or breach of confidentiality or data-protection obligations.

13. Website and free tools

General website content and free tools are provided for information and preliminary planning. They are not legal, financial or other regulated professional advice. You must not misuse the site, interfere with its security, attempt unauthorised access, submit unlawful material, scan a website without authority or use automated access in a way that unreasonably disrupts the service.

We may limit, suspend or withdraw access where reasonably necessary to protect users, third parties or our services from misuse. We may otherwise update, suspend or withdraw a free tool. We will not use this clause to remove rights relating to a paid service already agreed with you.

14. Resolving concerns

Please contact enquiry@nettorra.com first so we can understand and try to resolve a concern promptly. Nothing in these terms prevents either party from seeking an appropriate court remedy or using another dispute-resolution option they are entitled to use.

15. Governing law

Agreements with business clients are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction, unless the accepted proposal states otherwise.

If you are a consumer, this section does not remove mandatory protections or rights to bring proceedings available under the law of the country where you live.

16. General

Neither party may transfer an agreement without the other’s written consent, except that Nettorra may use suitable subcontractors while remaining responsible for the agreed service. A delay in enforcing a right is not a waiver. If part of an agreement is unenforceable, the remaining parts continue so far as legally possible.

We may update these website terms for future agreements. Changes do not retrospectively alter an existing accepted proposal unless both parties agree or a change is required by law.