The legal bits, plain and simple

These Terms of Service ("Terms") form a binding agreement between you ("Client", "you") and OneTapWeb ("we", "us", "our"). By using our services you agree to be bound by them, so please read them carefully.

01Service overview

OneTapWeb builds and runs websites, and the software behind them, for businesses and sole traders across the United Kingdom. Depending on your plan, the service can include:

• Website design and development. A custom-built, responsive website, hand-coded for your business rather than assembled from a template.
• Hosting. Fast UK hosting with an SSL certificate, daily backups and security monitoring.
• Domain registration. We register and manage a domain name on your behalf as part of your subscription. See Section 2.
• Client hub. A dashboard for your bookings, quotes, invoices, orders, customers and content requests.
• Business tools. Online booking, quoting and job tracking, invoicing, card and bank payments, an online shop, or collection food ordering, depending on the plan you choose.
• Content updates. Two content changes a month are included with every plan. A £5/mo add-on lifts that to ten a month if you need it.
• Support. Email and WhatsApp support, Monday to Friday, 9am to 6pm.

Exactly which features are switched on for your account depends on the plan you select. Current plans, prices and what each one includes are on the plans page. We also take on one-off projects, custom software and SEO work outside the monthly plans, quoted per job. See the bespoke page.

02Domain registration & ownership

When we set up your website we register a domain name on your behalf. While it is managed by us we are responsible for:

• Registering the domain with an accredited registrar
• Renewing it on time so it never lapses
• Managing DNS records and technical configuration
• Keeping it pointed at your live website and, where relevant, your email

While the domain is under our management you may not transfer, sell or alter the registration independently. If you already own a domain and want to bring it with you, that is fine, and it stays yours throughout. Tell us at signup and we will point it at your new site rather than registering a new one.

03Domain transfer on cancellation

If you cancel and want to keep the domain name, you can ask us to transfer it to you. These conditions apply:

• Email us a written request within 30 days of your cancellation taking effect.
• An administration and transfer fee may apply. We will confirm the amount before doing anything.
• The transfer starts once any outstanding invoices and the transfer fee are paid in full.
• We provide the domain authorisation code and unlock the domain for transfer to the registrar of your choice.
• Transfers usually complete in 5 to 7 working days, depending on the receiving registrar.

If no request arrives within 30 days of cancellation, we reserve the right to release the domain, re-use it, or let it expire, at our discretion. Domains you brought with you are unaffected: they were always yours and simply stop pointing at our servers.

04Pricing, build costs & domains

Monthly plan prices are published on the plans page as a flat monthly subscription fee. The published price is the price: there are no hidden charges and no minimum term. Two things sit outside that monthly fee, and both are quoted and agreed in writing before any work starts:

• One-off build or setup charges. Most monthly plans carry no setup fee at all. Some pieces of work do, for example migrating an existing site, a larger or multi-page build, SEO projects, or custom software. Where a one-off charge applies we tell you the figure up front, in writing, before we start. You will never receive a build charge you have not already agreed.
• Premium domains. A standard domain (for example yourbusiness.co.uk) is included in your plan at no extra cost. If the name you want is classed as premium by the registrar, or has to be bought from a third party, we will tell you the cost and let you decide.

Other extras such as add-ons and SMS credits are optional, priced separately, and only charged if you ask for them.

05Subscription & payment

Your service runs on a monthly rolling subscription. There is no long-term contract and no lock-in. Payments are processed securely by Stripe.

Recurring monthly payments

• Your monthly fee is collected automatically on the same date each month, by card or Direct Debit, whichever you set up at signup.
• Your payment details are stored by Stripe, not by us, and charged each billing cycle.
• Stripe retries failed payments automatically. If a payment still cannot be collected we will contact you. If the balance stays outstanding for more than 14 days we reserve the right to suspend the website until it is settled.
• To change the card or bank account we bill, contact us and we will send you a secure Stripe link to update it. For security, payment details cannot be edited inside the client hub.

One-off payments

• Any one-off charge, whether that is a build or setup fee, a migration, an SEO project, bespoke software, a domain transfer fee, SMS credits or another extra, is quoted and agreed in advance, then invoiced separately.
• One-off invoices are payable on receipt unless we have agreed something else in writing. Larger projects are usually split into stages, with each stage payable on completion.
• One-off payments already taken are non-refundable once the work they cover has been delivered.

Payment security

We do not store your card details. All payment information is held and processed by Stripe under PCI-DSS Level 1 standards. For more, see Stripe's privacy policy.

06Transaction fees on online payments

If your plan takes payments from your customers online, whether through the booking widget, the invoicing system, the shop or food ordering, a small transaction fee applies. It is made up of Stripe's processing charge plus a OneTapWeb platform fee, and it is deducted automatically as the money passes through.

Card payments, Beauty bookings

Bank transfer payments, Trades invoicing

Card payments, Shops orders

Shops selling high-value items, typically £500 or more per piece, run on a higher platform fee of 1% + 20p, giving a total of 2.5% + 40p. Where that applies we agree it with you before your shop goes live.

Card payments, Food & Drink orders

Refunds to your customers

If you refund a customer for a payment originally taken through OneTapWeb, the customer gets the full amount they were charged. The Stripe processing fee and the OneTapWeb platform fee on the original payment are not refunded to you. They covered the cost of moving the money and stay payable whether or not the booking, order or job goes ahead. This applies to card and bank transfer payments alike.

Changes to transaction fees

Stripe sets its own processing rates and can change them. Where Stripe's rate moves, the total you pay moves with it. If we change the OneTapWeb platform fee itself, you get at least 30 days' notice.

07Cancellation

You can cancel at any time. Email hello@onetapweb.co.uk, WhatsApp us, or ask through the client hub. Then:

• We ask for 30 days' written notice.
• Once cancellation is confirmed we cancel the recurring Stripe subscription. No further automatic payments are taken after the current billing period ends.
• Your website stays live to the end of the billing period in which the notice period expires.
• One-off payments already taken for delivered work are non-refundable.
• If you want to keep your domain, see Section 3.

We may also end the agreement, with 30 days' notice, if a plan is no longer viable for us to run, or immediately if the service is being used for anything unlawful. In either case you keep your content and can take your domain under Section 3.

08Content & intellectual property

Your content

You keep full ownership of everything you give us: text, photographs, logos, menus, price lists and branding. You grant us a licence to use it for the purpose of building, hosting and maintaining your website. You also confirm you have the right to use anything you send us, which matters most with photography and logos.

Your customer data

Bookings, orders, quotes, invoices and customer records created through your site belong to you. Ask and we will export them for you in a standard format, during the subscription or on the way out. See the privacy policy for how that data is handled.

Our work

The design, code, layout and any original graphics or copy we produce remain the intellectual property of OneTapWeb. That covers the HTML, CSS, JavaScript and the hub software behind it. For the duration of your active subscription you hold a non-exclusive licence to use it. That licence ends when the subscription does.

One-off builds paid for outright are different, and what you own is set out in that project's quote.

Third-party assets

Where we use stock imagery, icon sets, fonts or other third-party assets, they remain subject to their own licences. We make sure everything on your site is properly licensed for the use it is put to.

09Limitation of liability

We provide the service on an "as is" basis. We take every reasonable step to keep your website fast, secure and available, but nobody can promise uninterrupted service, and we do not.

• We are not liable for indirect, incidental or consequential losses arising from use of, or inability to use, the service.
• Our total liability in any matter arising out of these Terms will not exceed the total fees you paid us in the three months before the claim.
• We are not responsible for losses caused by things outside our control, including third-party hosting outages, registrar problems, payment provider outages, cyberattacks or force majeure.
• We are not liable for loss of business, revenue or profit resulting from website downtime, however caused.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded.

10Changes to these terms

We may update these Terms to reflect changes to the service, the law, or how we work.

• We give at least 30 days' notice of any material change, by email or on this page.
• Carrying on with the service after an update takes effect counts as accepting it.
• If you do not accept a change, you can cancel under Section 7.

11Governing law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any dispute arising from these Terms or from our services falls under the exclusive jurisdiction of the courts of England and Wales.

12Contact

If you have any question about these Terms, just ask. You’ll get a reply from a person rather than a ticket number.