Website Aftercare Terms & Conditions

Website Aftercare combines the agreed hosting, support and maintenance services selected for an eligible EMPEX-built project.

The development agreement, proposal, selected package and these terms form the agreement for Website Aftercare. If a signed project-specific agreement conflicts with these documents, the signed specific agreement takes priority.

EMPEX DIGITAL provides Website Aftercare with reasonable care and skill. Rights or liabilities that cannot legally be excluded or limited remain unaffected.

These terms are primarily intended for business customers. If consumer-law protections apply to a particular client, those mandatory rights are preserved.

Website Aftercare is only available for websites and applications designed and developed by EMPEX DIGITAL. External and inherited projects are not accepted into standard Website Aftercare.

Aftercare normally begins after project completion, launch approval and acceptance of the relevant proposal or package. EMPEX may recommend a higher package if a lower package is unsuitable for the functionality, traffic, infrastructure or risk profile.

Website Aftercare is optional. The client may choose external hosting instead, in which case EMPEX can provide the agreed codebase transfer, repository transfer where applicable, environment checklist, database/export guidance, deployment information, domain/DNS notes and project handover materials.

The project proposal confirms suitability for a package. Pro Aftercare is a starting price because final pricing depends on architecture, traffic, infrastructure and support requirements.

Content requests and support tasks share the same monthly allowance. Unused time does not roll over to later months.

Hosting is part of Website Aftercare and is not sold separately. Infrastructure is subject to the proposal-defined allowance for the project.

No package includes unlimited compute, storage, bandwidth, database usage or email usage. Overages, specialist resources, premium services and additional cloud capacity may be charged separately.

Where practical, EMPEX will give notice and seek approval for avoidable additional costs. Unavoidable agreed third-party usage remains payable. No uptime percentage is guaranteed unless a separate SLA is agreed in writing.

Potentially included work may cover hosting management, SSL, monitoring, backups, managed updates, forms and booking checks, minor fixes, deployment support, reporting and support for integrations developed or configured by EMPEX.

Excluded unless separately quoted: new pages, new features, redesigns, major debugging, new integrations, SEO campaigns, copywriting, migrations, legal/compliance work and systems outside the EMPEX project.

Launch Aftercare includes up to 15 minutes per month. Growth Aftercare includes up to 60 minutes per month. Pro Aftercare includes up to two hours per month unless varied by the proposal.

Time may be recorded in reasonable increments. All small requests use the same allowance, time does not roll over, excess work needs approval and a quote, and allowances cannot be transferred between projects or clients.

A small content request is a straightforward text, image or existing-page content change that can be completed within the shared allowance. Launch includes up to one small request, Growth up to two and Pro up to five, but the request count does not override the shared time limit.

Excluded content work includes new pages, new sections, custom graphics, copywriting, functionality, bulk uploads, major imports and development projects unless separately quoted.

Monitoring does not detect every possible issue and does not guarantee uninterrupted service. Backup frequency depends on the project and package.

Restoration cannot be guaranteed in every circumstance. Restoration caused by client or third-party actions may be chargeable, and clients should retain copies of irreplaceable records.

Default post-cancellation backup retention is 30 calendar days. After that, hosted copies and backups may be deleted.

Domain ownership normally remains with the client. Registration and renewal costs are separate unless included in writing.

EMPEX may assist with registration, DNS and SSL. The client is responsible for valid registrant information, and mailbox licences or email-provider charges are separate.

Domain or service transfer is subject to registrar rules and payment of undisputed invoices.

Growth and Pro may include technical SEO foundations, analytics setup and reports. Website Aftercare is not an ongoing SEO campaign.

No ranking, traffic, lead or revenue guarantees are provided. Content SEO, link building and monthly keyword strategy are separate services, and analytics consent and privacy compliance remain client responsibilities.

The client is normally the controller and EMPEX may act as processor when handling personal data through Website Aftercare. Processing follows documented instructions, subject to applicable law.

Confidentiality and reasonable safeguards apply. Subprocessors such as cloud, monitoring, email, analytics or infrastructure providers may be used, and a separate Data Processing Agreement may apply.

Return or deletion of personal data follows termination and backup cycles. Extensive compliance assistance may be chargeable unless required because of EMPEX failure to exercise reasonable care or an EMPEX breach.

The client must provide accurate information, authorised contacts, valid payment details, timely approvals, legal website content, privacy notices and maintained client-owned licences.

The client is responsible for credential security, using MFA where available, avoiding uncoordinated code or infrastructure changes, and notifying EMPEX before third-party access or changes that may affect the project.

Third-party services may include AWS, registrars, email providers, payment processors, SMS services, monitoring tools, analytics platforms, APIs, plugins, licences, CDN services and storage providers.

Their terms, availability and costs are separate unless expressly included in writing. Third-party overages, usage charges and provider changes remain the client’s responsibility where applicable.

Support is provided Monday to Friday during EMPEX DIGITAL’s published business hours, excluding UK public holidays, unless agreed otherwise.

The official support channel must be used. Social media is not an official support channel. A response means acknowledgement and assessment, not guaranteed resolution.

Launch has an initial response target within two business days. Growth has an initial response target within one business day. Pro receives proposal-defined priority handling. No 24/7 human SLA applies unless separately agreed.

Website Aftercare is billed monthly in advance, VAT is added where applicable and additional work is billed separately.

Overdue services may be suspended after reasonable notice. Third-party overages remain payable. Package price changes require at least 30 days’ written notice, the client may cancel before the new price takes effect, and price changes are not retrospective.

Upgrades can begin immediately or from the next billing cycle by agreement. Downgrades normally start from the next billing cycle and are only available where technically suitable.

EMPEX may recommend, but not impose without agreement, an upgrade. The client may choose cancellation and handover instead.

Website Aftercare operates on a monthly rolling model. Either party may cancel in writing before the next billing date, and service normally continues until the end of the paid period.

No partial refund is provided unless legally required or agreed. Outstanding invoices remain payable, and hosting ends at the end of the paid period.

Standard export and handover follows the original agreement. Complex migration and external deployment may be separately quoted. Data and backups may be retained for up to 30 calendar days and then deleted.

Ownership remains governed by the development agreement. Website Aftercare does not change ownership of project deliverables or third-party licences.

The client receives only materials it is entitled to receive. EMPEX internal tools, reusable systems and unrelated credentials are not transferred. Undisputed invoices must be paid before final transfer, and post-handover support is separate.

EMPEX may reasonably suspend services for overdue payment, a security threat, unlawful use, excessive usage, denied access or cooperation, unauthorised changes or serious breach.

Notice will be provided where practical, especially where suspension is not required urgently to protect the website, infrastructure, users or EMPEX systems.

EMPEX provides services with reasonable care and skill. Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or liabilities that cannot legally be excluded.

Website Aftercare does not guarantee uninterrupted availability, complete security, SEO results, rankings, traffic, leads, revenue or wider business outcomes.

Indirect and consequential loss exclusions apply only to the extent legally permitted. These terms do not create an absolute exclusion for data loss caused by EMPEX failure to exercise reasonable care.

Unless a specific agreement sets another reasonable cap, liability should be capped by reference to fees paid or payable for Website Aftercare during the previous 12 months.

EMPEX is not responsible for delay or failure caused by events outside reasonable control, including major provider outages, utilities or internet failures, natural disasters, widespread cyber incidents, government action, labour disruption and similar events.

Complaints should be sent to support@empexdigital.io. The parties should try to resolve issues in good faith while preserving access to courts, statutory rights and mandatory legal remedies.

These terms form the entire Website Aftercare framework subject to the proposal and development agreement. Severability, no waiver and notice principles apply.

EMPEX may amend these terms with reasonable notice. Amendments do not have retrospective effect on paid periods unless legally required or agreed.

The law and jurisdiction of England and Wales apply, while mandatory legal rights remain preserved.