PixelGlow Digital Terms & Conditions

V5 – Published 29/04/2025

Terminology

We, Our, PixelGlow Digital, PGD, I, etc. = PixelGlow Digital Ltd. and its Directors/Employees

You, Your, Client, etc. = you, the client, or agent of the organisation you represent

Invoicing terms

All invoices are due upon receipt.

Please pay any invoices received at your earliest convenience. If you are unable to, please inform PGD of when you will be able to complete payment as soon as possible.

Deposits / Down Payments / Initial Payments are typically required for larger projects or projects for new clients. These are typically non-refundable and will need to be paid before work begins.

Batching ‘Small Dues’ (e.g. changing operating hours on your website, re-ordering printed materials, etc.) into larger invoices is significantly more cost/time-efficient for both parties.  Small Dues might not be immediately billed if they are of a low value- instead, hours worked on your behalf will be tracked and tallied over time, and your Dues will be sent out in batches or included as line items in the invoices for any other project you might request. These are typically issued towards the end of each calendar month. If after 6 weeks (approx.) you have no additional work for these Small Dues to be invoiced with, your outstanding Dues will be issued at £20 minimum in order to negate time lost to administration and billing.

Proposals, Contracts & Requested Work

A proposal can take several forms including (but not limited to);

-Email Proposals,

-Proposal Documents,

-etc.

Proposal Documents are used for larger projects and outlining the job specifications in detail. You will be asked for your approval to the proposal terms by;

-Digitally signing the document,

-Signing a document in person, or

-Acknowledging your agreement to the proposal terms in writing (normally over email)

Once this approval has been received, this proposal becomes a binding contract and work will begin at the earliest convenience.

Smaller/Repeat jobs are normally proposed and confirmed directly in email correspondence, instant messaging, or verbally (in person or over the phone). These types of requested jobs are typically billed at PGD’s standard hourly rate, but if you need a rough estimate, please ask before requesting the work.

If, for any reason, the work you requested from PixelGlow Digital is no longer needed, you will have to pay for the hours already worked and any other incurred costs from products purchased on your behalf at a minimum.

Care Plans

Care plan terms will be outlined in a document or email proposal and will include the service scope, agreed hours worked per month, timeframe (if applicable), plan period (typically 1 month), payment structure (typically a monthly direct debit), termination terms, and any other terms/details. This proposal will become a binding contract once you have indicated your approval as outlined in the Proposals & Contracts section above.

Unused hours from the previous plan period may be carried over into the current plan period. Under no circumstances will unused care plan hours extend past 8 weeks of when they were first valid, meaning you would forfeit those hours and the associated money.

Note- Care plans offer predictably-priced solutions to those clients who require regular ongoing work. However, regular communication is essential to ensure these plans remain a value proposition- this can often be achieved through instant messaging, phone/video calls and regular meetings. PGD will track and tally the hours worked on your behalf and you can request a tally/report at the end of each plan period if required.

Client Requirements

Prompt and concise feedback is necessary to ensure your project is completed to your liking and on schedule, or your project will be delayed.

Note- If you don’t like something, don’t be afraid to say so! This is important to ensure you are entirely satisfied with the finished result.

Content/Pictures/Logos are typically required to complete any given project. These should be delivered promptly in common machine readable formats- shared Google Drive or Dropbox folders are typically the best solutions for filesharing in this situation.

Proofing & Finalisation

Graphic design items will require your approval before being sent away for print or being finalised for production use (e.g. social media graphic)

Very occasionally, errors can occur. PGD does not assume any responsibility for any type of error (spelling, design, etc.) that may be present on final printed products. It is your responsibility to look over the drafts/proofs that are sent to you and highlight any changes that need to be made before your designs are approved.

If you request print sourcing from PGD and you are unhappy with the finished product (quality, colour discrepancy, shipping damage, etc.), PGD can liaise with the suppliers to try and arrive at a suitable outcome (reprint, refund, etc.). Although many of the print suppliers used are typically very reasonable in these disputes, there are no guarantees that they will agree with your assessment and may refuse to rectify the situation. In this case, PGD is not responsible or liable for replacing these seemingly unfit materials.

Purchases Made on Client’s Behalf

PGD is often tasked with the sourcing and recommendation of various physical and virtual products for clients. This includes (but is not limited to) domain names, printed materials, software, hardware, plugins and stock assets, etc. Pre-payment may be required before these products are purchased on your behalf. Delivery of said products may be delayed if prompt payment is not received. Other ongoing services that require regular payments, e.g. the management of google adwords campaigns, will be paid through an established regular direct debit system, standing order or equivalent.

Website Hosting & Maintenance

Hosting fees are quoted on a ‘per month’ basis. Fees are to be paid via direct debit.

Your hosting prices will typically be agreed on a case-by-case basis as the price depends on several factors; total size of the website, expected users, functionality, complexity, etc.

As part of maintenance services, PGD will run plugin, theme, WordPress & any other appropriate updates on your website. Typically, PGD aims to perform manual software updates approximately every 4 weeks- this creates an oppurtunity to perform some basic health checks on your site and manually verify its front-end appearance post-update. However, this update cycle depends on several factors such as; access to licenses, newly published security exploits needing urgent attention, etc.

No formal assurances are made to the uptime of your website, but PGD has a proven track record of reliable performance here.

PGD web servers are configured to take regular backups of your website and its data and are included in every hosting & maintenance package as standard. Backups are normally kept for several months before deletion. If an issue occurs on your website, attempts to restore your website from the archived backups can be made on your behalf. Unfortunately, no assurances can be made to the successful restoration of any backup but PGD will strive to recover your data wherever possible.

If PGD has to restore backups as a result of user error (a change you or any other authorized user has made) you will have to pay the hourly rate in time taken to restore the backups, regardless of outcome.

It is common for websites to change over time, or for server fees to increase. As such, your hosting renewal price may need to be amended at a later date. Any price changes will be communicated to you at least 1 month in advance of your next direct debit payment.

If you decide not to renew your hosting with PixelGlow Digital, you must provide at least 1 month’s written notice. It is your responsibility to move your existing website onto your new hosting solution. There are several ways to achieve this, but you may also choose to ask for assistance from PGD – you will be billed at the standard hourly rate for this service.

Website Security & Breaches

PGD does not accept liability for any financial cost, reputational damage or website replacement for website hacks/breaches/infections of any kind, including (but not limited to); password breaches, data breaches, vulnerability breaches, malware infection, etc.

This also extends to any 3rd party services you use directly with (or in addition to) your website, including (but not limited to); email software, contact form software, e-commerce platforms, payment vendors, booking software, plugins, social media, etc.

Note- even with regular maintenance and security hardening policies, there is always a potential security risk associated with running a public-facing website. If this is of particular concern, you might want to consider a 1st party Cyber Insurance policy. If you would like to learn how to further improve the security of your website, please ask.

Software Licensing

PGD designs websites/graphics with a wide selection of premium development software such as themes, plugins, and frameworks to accomplish a wide variety of tasks.

Any website, design, etc. made for you will be built using software licensed to PixelGlow Digital unless stated otherwise (for example, the purchase of a single-use license booking system made on your behalf for use on your website).

Historically, PGD would pay for costly agency (or similar) licenses which would allow PGD to use the given software in the production of multiple client’s websites. Many of these agency licensed software plans would incur high yearly renewal fees. Although PGD aims to provide necessary updates and support clients wherever possible, in certain cases it might not be financially feasible to keep paying increased renewal fees for these softwares in perpetuity. In this situation, you will be required to purchase your own individual license of these softwares if you wish to continue receiving software updates, support, and in some rare cases, continued access.

Note- this is less of a consideration for new website builds as the vast majority of software licenses for PGD’s current development stack(s) are no longer billed on a subscription basis. However, if you are in any doubt, please ask.

Legal Advice and Policies

In some cases PixelGlow Digital may provide or modify template legal policy documents for you including (but not limited to) privacy policies, cookie policies, terms & conditions policies, terms of sale policies, terms of service policies, etc.

PixelGlow Digital’s employees/directors do not have any legal training and do not provide legal advice. If you are in ANY doubt you should hire a legal professional to better understand the law, your obligations, and create policies for your exact use case.

Any policy documents of this nature are provided to you in good faith in order to provide you with some basic protection. PGD does not accept any liability or legal repercussions that may arise over disputes pertaining to the contents of these documents, your own internal procedures, or lack of enforcement of said documents.

Cookie Policies are often automatically created using a website scanning service at launch- there are no assurances made to the accuracy or continued accuracy of these policies and it is your responsibility to ensure their accuracy. If you would prefer to use an alternative service, please let PGD know.

It is your responsibility to read any and all policy documents and let PixelGlow Digital know of any required amendments, and ultimately enforce the given policies.

Loss of Income

PGD does not accept any liability for loss of income. This could be as a result of breaks in typical/expected service, loss of leads, or for any other reason, such as (but not limited to); e-commerce faults, payment vendor faults, website faults, misconfigurations, contact form delivery faults, broken links, email spam filtration, website downtime, domain name expiration, etc.

Governing Law

PixelGlow Digital is incorporated in Scotland. As such, PixelGlow Digital’s terms and conditions/contracts will be governed by and construed in accordance with Scots law. Any disputes will be subject to the exclusive jurisdiction of the Scottish courts.

PixelGlow Digital reserves the right to amend this document at any time. If there are any changes to these terms & conditions which may affect the services or products provided to you as an active client, PGD will inform you of these changes and send you an updated version of this document.