These Terms of Service (“Terms”) apply to all services provided by Webby (“we”, “us”, “our”) to you (“you”, “customer”). By ordering, using, or renewing any Webby service, you agree to these Terms.
If your service plan, order form, proposal, or written agreement includes additional terms, those apply in addition to these Terms. If there is a conflict, the specific written agreement or service plan takes priority.
Billing, Payments & Renewals
Our standard payment method is credit or debit card. We may also allow Direct Debit or UK bank transfer at our discretion, and this option may be withdrawn at any time.
All invoices must be paid by the due date shown on the invoice. Services may only be provisioned once payment has cleared, unless agreed otherwise in writing.
Unless explicitly stated otherwise in your service plan or agreement, all services are provided on a rolling basis and require 60 days’ notice to cancel. This includes, but is not limited to, hosting, email, voice and telephony, broadband, Wi-Fi management, domains, and managed services.
Some custom projects may include a monthly recurring charge, such as hosting, maintenance, licensing, monitoring, managed services, or third-party subscriptions. Where a recurring charge applies, it will be clearly stated in your proposal, order, or invoice, and cancellation of the recurring component requires 60 days’ notice.
Custom Projects & Refund Policy
All custom projects require payment upfront unless otherwise agreed in writing. This includes, but is not limited to, website builds, bespoke development, integrations, migrations, design, branding, consultancy, and network or infrastructure projects.
Custom projects are non-refundable once work has started. This includes time spent on planning, discovery, configuration, development, testing, and deployment, as well as any third-party costs, licences, subscriptions, domains, or software purchases.
If a project is cancelled after work has begun, any outstanding balance remains payable.
Each custom project is delivered based on an agreed scope of work. Any work requested outside the agreed scope will be charged at £35 per hour. Out-of-scope work may include additional features, changes, revisions, integrations, or support not originally specified. Where possible, we will confirm that work is out of scope before proceeding.
Late Payment, Suspension & Reconnection
Invoices not paid by the due date may result in reminders, however responsibility for timely payment remains with you.
Late or non-payment may result in service suspension, including hosting, email, DNS, voice services, connectivity, or managed services.
Where services are suspended due to late payment, a reconnection fee may be applied before services are restored.
Identity Verification
To comply with payment processing and fraud-prevention requirements, accounts may be required to complete identity verification provided by Stripe. Failure to complete verification may result in delayed provisioning, payment restrictions, or suspension of services.
Service Availability, SLA & Credits
We do not provide a Service Level Agreement (SLA) for internet connectivity, including broadband, wireless links, backup connectivity, satellite services, or eSIM and mobile connectivity.
We aim to maintain 99% availability where reasonably possible. This is a best-effort target and not a guaranteed SLA.
There is no automatic cash credit, refund, or compensation for service interruptions unless explicitly stated in your service plan or written agreement.
Acceptable Use Policy
You must not use Webby services for any unlawful, abusive, or harmful activity. This includes, but is not limited to, hosting or distributing illegal content under UK law, malware, phishing, fraud, unauthorised access attempts, copyright infringement, or activities that disrupt or degrade other systems or networks.
We reserve the right to suspend or terminate services immediately where unlawful or high-risk activity is suspected, or where required to do so by law.
Email & Anti-Spam Policy
Webby email services must not be used for spam or abusive messaging. This includes sending unsolicited bulk email, using purchased or scraped mailing lists, sending phishing or malware, or distributing illegal or unlawful content.
If spam or abuse is detected or reported, outbound email may be suspended immediately. Mailboxes or domains may be disabled, reinstatement may require corrective action, and repeated or severe breaches may result in termination of services.
Cancellation & Termination
Cancellations must be submitted via the client portal or in writing where portal access is unavailable. All cancellations are subject to the applicable notice period, and charges remain payable during that time.
Changes to These Terms
We may update these Terms from time to time. The latest version will always be published in our Knowledgebase or client portal. Continued use of services constitutes acceptance of the updated Terms.
Contact
If you have any questions regarding these Terms, please contact support via the client portal.
