Service Provision Terms and Conditions

Payment Terms/Conditions and fees


Hourly rate: £75+ vat

Day rate: £525 +vat

Uptime Support: £70 per month +VAT

Reactive Support: £400 per month +VAT

Proactive Support: £600 per month +VAT

Analytical Support: £800 per month +VAT

  1. Hosting / Monthly Support / Retainers:

The following applies to all packages (Uptime Support, Reactive Support, Proactive Support and Analytical Support).

All payments are to be processed on the 1st of each month. Payments will be taken automatically by direct debit on a credit or debit card. Direct debit payments are on a rolling monthly contract.

Payment by direct bank transfer or NET30 invoice is not possible on a monthly basis. Direct transfer payments for hosting and support packages can only be completed in 6 or 12-month blocks paid in advance.

Non-payment of monthly recurring fees (defined as a returned, declined or failed payment after a request for payment from GenUp Digital Ltd) will result in temporary deactivation of your website and immediate restriction of services which will then incur a £250 re-activation fee.

Multiple late or failed payments (2 or more) on your account will lead to restriction of services and temporary deactivation of your website. To reactivate your website you will need to make a block payment for services for 6 or 12 months paid in full in advance.

2.1 Uptime Support Package

  • Hosting
  • Daily database backups
  • Weekly file backups
  • Core updates
  • Plugin updates
  • Emergency technical support*

*Emergency technical support is defined as reasonable service support to bring a website that is offline back online. This does not include working outside of business hours or repairing hacked or infected websites.

2.2 Reactive Support Package

  • Includes Uptime Support and 8 hours of support
  • Reactive revisions to your website based on requests you provide us each month.
  • Schedule your work time each week or month
  • Help with updates, bug fixes and general technical support

2.3 Proactive Support Package

  • Includes Uptime Support and 12 hours of support
  • Monthly proactive suggestions from us on how to enhance your website
  • More time available for building new pages or adding advanced functionality
  • Training time to help you operate your website

2.2 Analytical Support Package

  • Includes Uptime Support and 16 hours of support
  • Data-driven analytical approach using key metrics to inform changes
  • Results reporting and analysis on changes to your website
  • Design input for improving the overall brand identity of your website

Support packages do not include any service support outside of that advertised for any package.

Any work requests for updates, edits, email support, content uploading, support with third-party email clients or software, training and/or advice will be billed at the rate of £75 per hour plus VAT.

Website migration is not included in monthly support fees and will be quoted for separately.

2.3 Work requests:

All work requests (those included in packages or separate for which a quote will be provided following submission of a work request) must be submitted via the “work requests” form on the GenUp Digital website.

Work requests will not be accepted by email. If a request is sent by email you will be asked to re-submit the request via the work request form on the GenUp Digital website.

On submission of the work request, GenUp Digital Ltd will provide you with a quote for the work to be undertaken.

If approved GenUp Digital Ltd will timetable a date to undertake the work based on the size and resource requirements of the project.

New work requests are not prioritised over existing scheduled projects. If the request for work is urgent it can be prioritised at a premium (charged at twice the hourly rate + VAT).

To guarantee a set number of hours of support per month you can purchase a monthly support plan.

3. Project Payments:

Projects are to be paid on milestones specific to each project.

Every project shall have the following milestone payments:

  • Payment 1: 50% deposit
  • Payment 2: 25% milestone
  • Payment 3: 25% milestone

Milestones will be defined and agreed between GenUp Digital Ltd and “the client’  at the beginning of the project, typically these align to specific parts of the project as outlined below, and are billed separately from any discovery sessions if these form part of the project. Work will not start on the next stage of the project until the milestone payment has been received.

Deposit (payment 1) – This is due for payment before work can commence, prior to this, a scope of work will be agreed and signed off between GenUp Digital Ltd and “the client”. Work will not commence on the project until payment has been received and the scope of work (which will include project timeline) has been signed off by the client in writing.

Design (payment 2) – Payment will be taken on completion of the design stage, as set out in the timeline, documented and signed off in the scope of work document.

Build (payment 3) – Payment will be taken within one week of completion of the build stage. Content agreed to be

The Client must adhere to agreed deadlines for content, not adhering to deadlines will result in delays to projects and assigned resources may no longer be available to continue the following work. The Client should provide reasonable notice as soon as it is known that this may occur and agree to a means to resolve, this may incur additional fees in order to complete work within planned timescales.

Deposit payments must be received prior to the start of any new project and to confirm time allocation for the said project.

Payment 3 must be received before a website is activated and pushed to the live site.

Reviews and Revisions will be included in any project plan timeline agreed with the client in advance, if the client does not adhere to the deadlines agreed on upfront this may cause delays to the project.

4. Refunds and cancellations

4.1 Web design contract cancellation: A non-refundable deposit amount of 50% is due at the time of the contract signing. Cancellation of any web design project by either party will result in a refund to the client of all fees paid beyond the deposit amount, minus the amount already incurred in the development of the project by the date of cancellation, based on the amount of £75/hour. If the project/website is completed you may not be entitled to any amount at the discretion of GenUp Digital Ltd. Web design cancellation refunds will be processed and delivered within 5 business days of the cancellation date

4.2 Monthly support cancellation:

Cancellation of a hosting or monthly support package (Uptime, reactive, proactive or analytical support) requires advance notice. Monthly support packages (Uptime, reactive, proactive or analytical support) require 24-hour notice prior to the first (1st) day of the next billing cycle. Dedicated Server hosting accounts require 30 days notice prior to the first (1st) day of the next billing cycle. For all hosting and maintenance accounts the first (1st) day of each billing cycle is the first (1st) day of each month. Because web hosting services are provided on a monthly basis, the client will be responsible for service fees already paid regardless of when the client provides notice of termination. Thus, for example, if Client provides notice to terminate prior to the end of the billing cycle, which in every case is the end of the month, the remaining balance for that month will not be pro-rated or refunded. If Client has prepaid for services six (6) or twelve (12) months in advance, the client agrees that no refunds will be issued for any unused portion of the services regardless of when the client cancels the services. Therefore, if the client’s account is cancelled at any point during the pre-paid contract term, Client will not be entitled to a pro-rated refund. All accounts are cancelled as soon as the client submits the account cancellation request, at which time all remaining files in Client’s account will be deleted. Client is responsible to remove all personal files from the server prior to the cancellation request. GenUp Digital Ltd will not be held responsible for any files deleted by GenUp Digital Ltd on that day. The cancellation procedure is subject to change without notice. Cancellations must be requested by email to