1. Service Overview
ArloWebStudio ("We", "Us", "Our") provides fully-managed website services on a recurring monthly or annual subscription basis. Our service includes:
- Website design and build (hand-coded, modern, responsive)
- Fast, secure hosting on our infrastructure
- SSL/TLS certificate and automatic renewal
- Professional email inboxes on your domain (1–5 depending on plan)
- Ongoing care: updates, security patches, backups, and reasonable small changes
- Domain registration and management (in your name)
- Support via email
All services are delivered to you via the website and account portal at arlowebstudio.com.
2. Subscription Plans & Pricing
2.1 Plans
We offer three managed subscription plans:
- Starter: Small business site, 1 email inbox, simple contact form
- Business: Growing business, 3 email inboxes, booking forms, integrations, priority support
- Shop / Custom: E-commerce, bespoke builds, 5 email inboxes, advanced features, quoted separately
2.2 Payment Terms
- Monthly billing: You pay a fixed monthly fee on the date of each month (e.g., the 15th). Payment is due in advance. We accept credit/debit card.
- Annual prepay: You may choose to pay for 12 months upfront and receive one month free (equivalent to 11 months' cost). This is a one-time payment non-refundable except as stated below.
- Setup fee: A one-time setup fee (Starter £99, Business £149, or quoted for Shop/Custom) is charged at the start of service. This covers domain registration, SSL setup, initial email configuration, and deployment.
- Additional inboxes: You may purchase additional professional email inboxes at £5/month each, added at any time via your account portal.
2.3 Price Changes
We may change pricing with 30 days' notice. Your existing plan will continue at the current rate until renewal; new rates apply on your next billing date.
3. Term & Termination
3.1 Initial Term
Your subscription runs for a 12-month minimum term from the date service goes live. During this term, you cannot cancel without forfeiting prepaid fees.
3.2 Renewal
After the initial 12 months, your subscription automatically renews on a rolling month-to-month basis unless you cancel in writing (see 3.3).
3.3 Cancellation
- You may cancel anytime after your first 12 months by notifying us in writing (email to hello@arlowebstudio.com). Cancellation takes effect at the end of the current billing month.
- Early cancellation (within the first 12 months) is not permitted; full payment of the remaining term is due if you request early termination.
- We may terminate your account immediately if you breach these terms or fail to pay after 14 days' notice.
3.4 Effect of Termination
Upon cancellation or termination:
- Your website remains live for 30 days, then we take it offline unless you arrange alternative hosting.
- Your domain remains registered in your name. You may transfer it to any registrar at any time; we will provide the authorization code upon request.
- Your website files, content, and email backups will be provided to you in a standard format (HTML, databases, files) within 30 days of request.
- No refunds are issued for partial months or early cancellation (except as stated in 5.2 for service failures).
3.5 Non-Payment & Suspension
If payment is not received within 14 days of the due date, we reserve the right to suspend your website and email services until payment is made. If payment remains outstanding for 30 days after suspension, we may terminate the subscription in accordance with clause 3.3, with the full remaining term balance becoming due.
4. What's Included & Fair Use
4.1 Hosting, Maintenance & Support
Your subscription covers:
- Web hosting on our secure, fast servers (99% uptime SLA)
- Automatic backups (daily, 30-day retention)
- Security updates and patches (applied automatically or with notice)
- SSL/TLS renewal and HTTPS enforcement
- Email hosting and setup (number of inboxes per plan)
- Basic support via email (Monday–Friday, within 24 hours)
4.2 "Reasonable Small Changes"
Your subscription includes reasonable small changes to your site. These include:
- Text updates (changing words, titles, paragraphs)
- Image swaps (replacing images with new ones)
- Adding or removing contact forms, simple fields
- Tweaks to layout or styling (minor adjustments)
- Email list additions / removals
- Site settings and configuration changes
What is NOT included: Major rebuilds, new features, custom integrations, design overhauls, or significant code changes are out of scope. We will provide a separate quote for these. If small changes require substantial work (e.g., rebuilding contact flows), we'll discuss scope and may offer a one-off fee.
4.3 Fair-Use Limits
- Email: Up to the number of inboxes on your plan. Additional inboxes at £5/month.
- Email storage: 5GB per inbox. Website files: 5GB. If you approach or exceed these limits, contact us to discuss your needs.
- Bandwidth: Unlimited (fair use applies; abusive traffic may be throttled or terminated).
- Changes: Unlimited small changes per month, but if requests become excessive (e.g., 20+ per week) or require significant rebuilds, we may ask to prioritize or discuss a custom arrangement.
5. Domain Ownership & IP
5.1 Your Domain
Your domain is always registered in your name. We manage it on your behalf, but you own it. You may:
- Transfer your domain to any other registrar at any time. We will provide the authorization code (EPP code) upon request.
- Take over DNS management if you wish.
- Use your domain with other services in parallel (though this may cause conflicts).
5.2 Website Content & Ownership
You own all content you provide (text, images, branding). We own the underlying website code, design patterns, and infrastructure. Upon termination, you may request your content in standard formats (HTML, images, databases).
5.3 Intellectual Property
You grant us a non-exclusive license to host, display, and maintain your website. We retain all rights to our design systems, code libraries, and tools.
6. Lyla AI Frontdesk Assistant (Add-on)
6.1 Service
Lyla is an optional separate product run alongside your website. It is technically independent of your ArloWebStudio subscription, though we manage the setup and integration. If you add Lyla, you will be invoiced separately for Lyla services.
6.2 Pricing & Billing
- Setup: Free (worth £99) when added through ArloWebStudio; the normal £99 setup fee is waived.
- Monthly: From £25/month (Standard) or £60/month (Advanced). Invoiced separately and billed directly to you by Lyla, not included in your ArloWebStudio subscription.
- Phone add-on: Lyla's phone answering is an optional add-on from £25/month on top of the base Lyla fee.
6.3 Support & Management
Lyla is set up and tuned by ArloWebStudio at no extra cost. We handle initial setup, configuration and integration. After that, you manage your Lyla account directly via the Lyla portal — including your knowledge base, responses and conversation history. Support and billing inquiries for the Lyla product can be directed to Lyla.
6.4 Cancellation
Lyla can be cancelled anytime by you, independent of your website subscription. Lyla is a separate subscription billed directly to you by Lyla. To cancel, contact us to remove the integration from your site, and cancel your Lyla subscription directly via the Lyla portal or by contacting Lyla.
7. Warranties & Disclaimers
7.1 Service Availability
We aim for 99% uptime. In the event of downtime beyond our control (hosting provider failure, DDoS), we are not liable for lost revenue or business interruption. Planned maintenance (announced 7 days in advance) is excluded from uptime calculations.
7.2 Email Deliverability
We use industry-standard email configuration (DKIM, SPF, DMARC). Email deliverability depends on recipient mailbox providers. We are not responsible for emails marked as spam or blocked by third-party email filters.
7.3 No Warranties
The service is provided "as is." We make no warranties that your website will be error-free, uninterrupted, or suitable for your specific needs. You use the service at your own risk.
8. Limitation of Liability
To the maximum extent permitted by law:
- Our liability for any claim arising from this service is limited to the amount you paid in the 12 months preceding the claim.
- We are not liable for indirect, incidental, special, or consequential damages, including lost profits, lost data, or business interruption.
- Nothing in this clause limits liability for death, personal injury, fraud, or statutory rights that cannot be excluded.
9. Acceptable Use
You agree not to use the service to:
- Distribute malware, viruses, or illegal content
- Engage in phishing, fraud, or deception
- Infringe on third-party intellectual property or privacy rights
- Send spam or unsolicited bulk email
- Hack, DoS, or attack our infrastructure
- Resell or transfer the service without permission
- Violate any applicable laws or regulations
Violation of these terms may result in immediate termination and forfeiture of all prepaid fees.
10. Data & Privacy
Your data (website files, email content, backups) is stored securely on our servers. We comply with GDPR and UK data protection law. For details, see our Privacy Policy at arlowebstudio.com/privacy.
10.1 Data Backups
We maintain daily backups for 30 days. Backups beyond 30 days are not guaranteed. You are responsible for maintaining your own offsite backups if needed.
10.2 Data Deletion on Termination
Upon request, we will delete your data 30 days after termination. If you do not request deletion, we may retain it for up to 90 days for compliance purposes, then securely delete it.
11. Indemnity
You agree to indemnify and hold harmless ArloWebStudio from any claims, damages, or legal costs arising from:
- Your use of the service in violation of these terms
- Content you provide that infringes third-party rights
- Your violation of any law or regulation
12. Changes to These Terms
We may update these terms at any time. Material changes will be announced 30 days in advance. Continued use of the service after changes become effective constitutes acceptance.
13. Dispute Resolution & Governing Law
13.1 Governing Law
These terms are governed by the laws of England and Wales, without regard to conflicts of law.
13.2 Disputes
Any disputes arising from this service shall first be addressed through good-faith negotiation. If unresolved within 30 days, either party may pursue legal action in the courts of England and Wales.
14. Contact
Questions about these terms? Contact us at:
- Email: hello@arlowebstudio.com
- Phone: 01303 696 881
- Address: Hythe, Kent, CT21, UK