Terms & Conditions

We believe in transparency with our clients.

General Terms & Conditions

It’s important to keep in mind that every project is different, and what’s included in your package (“project scope”) will be tailored to your needs. However, our standard terms and conditions for projects are outlined below to give you an overview of what to expect from any agreement with us.

Please read your customised agreement carefully, as it may include or omit terms depending on your project type, payment agreement, or any limited-time offers. 

Collaborations & Responsibilities

What you are responsible for:

  • Providing access to all images, text, and web
    file content required to rebuild the website.
  • Ensuring any provided content (images, text,
    videos, etc) is original or licensed for use
    by you for website marketing
  • Timely feedback and response to requests. Not responding in a prompt manner may delay your project, and for longer periods of time (4 weeks or more) are subject to our Project Lapse clause (see below).
  • Providing access to your domain name
    account so we can connect this to your
    hosting package. At no point will we change
    your domain registration details without prior
  • Approving the project’s content before launch
    to ensure all information is correct.
  • Informing of us immediately of any changes to your business’ legal status, ownership, location, or primary activities.

What we (Glade Digital) are responsible for:

  • Providing the services and resources agreed
    in accordance with your contract.
  • Keeping you regularly informed about the
    progress of your project, and issuing prompt
    requests for data, feedback, or permissions
    required to carry your project forward.
  • Ensuring the safety of your sensitive data,
    including but not limited to: passwords, API
    keys, contract pricing, unannounced business
    initiatives, etc. All sensitive data is secured
    via 2FA (two-factor authentication) and
    encrypted for added peace of mind.
  • Informing you of all additional and recurring
    costs, such as premium software purchases,
    subscriptions, or changes to project scope.
  • Taking necessary precautions to minimise
    risk to yourselves. This includes, but is not
    limited to: appropriate insurance provisions,
    privacy policies and data protection, best-use
    practices in maintenance and security
    for your website, and acting with due care
    when handling company assets, including
    documentation, content, passcodes, or
    personnel information.

Ownership & Licencing of Assets

Once the project fee is paid in full to Glade Digital, any elements of text, graphics, photos, contents, trademarks, or other artwork furnished to you for inclusion in your project are owned by you.
Glade Digital assumes you have written permission or a valid licence from the rightful owner to use any code, scripts, data, images, text, video assets, and reports provided by you for inclusion in your project and will hold harmless, protect, and defend Glade Digital from any claim or suit arising from the use of such assets.
Glade Digital retains the right to the use the website (in whole or in part), graphics and other web content elements as examples of their work in its portfolio, as case studies, and as content features in other projects (such as books, downloadable content, and videos).
You understand that any licensed content, services, or software provided by Glade Digital for the purpose of this project (including but not limited to fonts, photography, illustrations, and premium themes or plugins) are suitably licensed for use within the scope of this project only, and use of these assets elsewhere (for example, on product packaging, as part of brand identity, or nationwide or international advertising campaigns) may not be covered under the original licence agreement, as originally granted to Glade Digital for commercial use.

Payment Terms

Glade Digital provides payment plans under good faith that the amount owing for any project or service will be received in full under the schedule outlined in your contract. Failure to maintain agreed payments, including deposits, may result in your project being suspended, or your website taken offline. For website projects for which there is an outstanding balance on a payment plan in place, you must host the website in question with us until your balance is paid.

Glade Digital does not provide payment plans on a standard credit basis, and we are not authorised or regulated by the Financial Conduct Authority (FCA). As such, we cannot provide extended credit or payment plans to any non-business customers, and by accepting these agreed payment terms you agree that your business structure is not a sole trader, a partnership with fewer than 4 partners, or an unincorporated association.

Please contact us for advice if you fall into any of these categories. Glade Digital will not undertake any work on an agreed project until the first payment, or an agreed deposit has been paid.

Recurring payments will be arranged via Direct Debit agreement.
Glade Digital is not currently VAT registered.

Data Protection

Glade Digital agrees to protect and uphold confidentiality with regards to all communications not intended for public consumption, and the secure storage and use of third-party account information which may be provided in order for us to undertake our services, for example, to access third-party services on your behalf to change settings or retrieve information.
Glade Digital has in place Data Protection policies, and Lexi Black is the ICO registered data protection officer for Glade Digital.

Refunds & Cancellation of Contract

Refunds will only be granted under exceptional circumstances where we are unable to carry out the work requested and agreed in writing. In such case, the refund amount will be proportionate with consideration to the work undertaken and any work outstanding.

You may cancel your contract at any time by giving written notice, but in doing so you agree to surrender your project and any related assets which have been provided by Glade Digital, proportional to the project cost which remains unpaid. In such circumstances, we withhold the right to repurpose your project in whole or in part for use elsewhere.

Project Lapse

If content, feedback, or other data necessary to continue or complete your project is not provided within 4 weeks from the time it was originally requested in writing (typically, via email), your project will be considered ‘lapsed’ and will be placed on hold. If this occurs, then an additional 30% of the original project fee will be payable to initiate the continuation of the project (up to a maximum of twelve months from the original project start date), with the remaining project fees due at their respective milestones thereafter. If the project remains on hold beyond twelve months, it will be considered ‘closed’, and any previously paid project fees will not be refundable.


Your agreement becomes effective only when signed by agents of your organisation and Glade Digital. Regardless of the place of signing of your agreement, you agree that for purposes of venue, this contract was entered into in England and any dispute will be litigated or arbitrated in England. The agreement contained in your contract constitutes the sole agreement between your organisation and Glade Digital regarding all items included in this agreement. In addition, by signing your contract, all parties confirm that they are authorised to do so by the Company or Organisation which they represent.

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