Fair Use Policy

Why this exists. A price only means something if both sides know what it buys. Every service card on this site carries an ⓘ with its scope — up to ten pages, up to three automations, one agent across three systems. This page covers everything those numbers don’t: how long a project stays open, how much support a plan includes each month, and what happens when a business needs more than the published scope.

Nothing here is designed to say no. It’s designed so that “yes, and here’s what that costs” is the answer every time, agreed before anything starts.

Last updated: 31 July 2026.

1. Who the published prices are built for

Published prices are minimum engagements sized for a small business:

• One business — one legal entity, one brand, one website or app.
• Up to 10 people using the systems we build.
• UK-based, working in English, on one set of company processes.

Bigger than that — a group of companies, multiple sites or brands, more than ten users, or a second country — isn’t a problem and isn’t refused. It’s a bigger job, so it gets specced and quoted properly rather than squeezed into a small-business price.

Prices don’t shrink for smaller businesses either. The minimum is the minimum, whatever the size.

2. One-off projects

Every one-off has a countable cap on its service card. These rules cover the rest:

• Scope is agreed in writing before build. For the ⓘ numbers to mean anything, the specifics have to be named: which ten pages, which three automations, which three systems. That list goes in the spec, and it’s what gets built.
• Revision rounds are what the card says. Where a service includes two rounds, that’s two consolidated rounds of feedback — not two hundred individual changes arriving one at a time. Further rounds are quoted.
• Thirty days of tuning after go-live. Once something is live, the first thirty days cover getting it behaving as specced — adjustments, corrections, settling in. After that, ongoing changes need a plan or a retainer.
• Projects run to the agreed timetable. A cap isn’t a credit you can spend whenever. If a project stalls on your side for more than 60 days, it pauses, and restarting is re-quoted at current prices.
• We need things from you. Access, data, decisions and sign-off, within the timescales in the spec. If they arrive late the timetable moves; the price doesn’t.

3. Support included with plans

Every 12-month plan and the retainer include ongoing support. Support is measured in time, not in tickets — because “one small automation” can honestly mean twenty minutes or a fortnight, and counting requests instead of hours rewards whoever asks in the vaguest way.

What you’re on	Support included each month
Web Presence	Half a day
Full AI Agentic Automation	One day
Full Business Stack	One and a half days
App Launch	Two days
Full Business Stack + App	Three and a half days
Standalone Retainer	Two days

Fixing what we built never comes out of your allowance. If something we delivered stops working — an automation breaks, an integration falls over, a page errors — we fix it at our cost, however long it takes. That is a warranty, not a favour, and it’s separate from the time above.

Your monthly allowance is for changes and additions: tweaks to how something behaves, re-mapping when one of your systems changes underneath us, small new automations, and the questions and advice that come with running the thing.

Time doesn’t roll over. Unused days don’t bank into next month. A support allowance is availability, not a savings account — otherwise the quiet months turn into a free project in month twelve.

4. Support versus new work

The line is drawn on effort and novelty, not on how the request is worded.

Included in your monthly time

• Changes to automations, agents and pages we already built
• Re-mapping when a system you use changes its interface or rules
• Adding a step, a rule, a recipient or a condition to something that exists
• A small new automation that fits inside the month’s time
• Questions, advice and short walkthroughs for your team

Quoted separately as new work

• A new AI agent, or an existing agent extended to new systems
• Automating a process we haven’t touched before, where it’s a project rather than a tweak
• New pages, new screens, new integrations, a new site or a new app
• Anything that already appears as its own priced service on the home page
• Migrating to a different platform or AI provider
• Rebuilding work that someone else changed after we handed it over

If a request sits on the line, we say which side it falls on and why, before doing it.

5. What happens when you go over

No surprise invoices. Ever.

1. When about three-quarters of the month’s time is used, we tell you — with what’s left and what’s queued.
2. When something needs more time than the month has, we say so up front, with an estimate.
3. You choose: hold it until next month, agree extra days for this month, or have it quoted as its own piece of work.
4. Nothing beyond the allowance is started, and nothing is invoiced, until you’ve agreed it in writing.

Genuinely urgent breakages skip the queue and, as above, don’t come out of your time.

Consistently needing more than the plan includes usually means the plan is the wrong size. We’d rather move you onto the right one than run a permanent overage.

6. What fair use never covers

Some things sit outside every plan and every allowance:

• General IT support. Laptops, printers, password resets, office Wi-Fi, phones. We build and run business systems; we’re not your IT helpdesk.
• Third-party platform problems. Outages, price changes, account lockouts and their support queues sit between you and that platform (terms, section 2). We’ll help you talk to them; their failures aren’t ours.
• Undoing changes made by others. If someone edits what we built and it breaks, putting it right is new work.
• Systems we didn’t build, unless we’ve agreed to take them on.
• Out-of-hours and weekend work as a standing arrangement. Available, and agreed in advance.
• Repeat team training. A handover and written documentation come with everything we build. Training a whole team, repeatedly, is All Systems Training.
• Anything unlawful, or anything that would put customer data or your business at risk. We’ll say so and explain why.

7. How this fits with everything else

This policy sits alongside our Terms & Conditions and your signed agreement or written spec. Where the three disagree, the signed agreement wins, then the spec, then this page.

We may update this policy as the services change. Changes never apply retrospectively to work already agreed — whatever was in force when you signed is what you get.

Not sure whether something is included? Ask before you need it: [email protected]. An honest answer costs nothing.