Clear support terms for ongoing website services.

Care requests and extra work

How monthly allowances work.

• Essential Care does not include client-requested change time.
• Included work is recorded in 15-minute increments. Where practical, the client is notified at approximately 75% and 100% of the monthly allowance.
• Non-emergency work stops when the allowance is exhausted. Additional work starts only after written approval of a quote or estimate; no undisclosed extra charge is imposed.
• A request is treated as received when it reaches the nominated email system during service hours. Requests received outside service hours are treated as received at the next service-hour opening.
• Response targets pause while agreed access, information, approval or a third-party response is awaited.
• Acknowledgement and triage targets are not guaranteed repair or resolution times.

Technical boundaries

What each client schedule confirms.

Backup, monitoring, update, restoration, browser and platform capability must be confirmed against the verified client hosting, CMS and supplier setup in the service schedule. No universal recovery point, recovery time or monitoring interval is promised.

Not included unless agreed

• New pages, new functionality and integrations
• Redesigns, major copywriting and photography
• Bulk product or data entry and website migration
• Pre-existing faults and unsupported or out-of-date software
• Third-party outages, disputes, licences and supplier charges
• Malware remediation, major performance work and accessibility remediation
• SEO implementation unless the service schedule includes it

SEO Growth support

Defined monthly activity, not empty promises.

Three-month initial term, then monthly rolling with 30 days' written notice. Billed monthly in advance at the agreed quotation price.

• One technical and on-page review each month
• Recommendations for up to two agreed existing priority pages each month
• One concise monthly report using the agreed data sources
• One 30-minute monthly review call

The client must provide timely access, accurate approved information, content and feedback. Delayed client approval pauses the delivery timetable.

SEO boundaries

Recommendations with honest expectations.

Recommendations and agreed optimisation guidance only. Work is delivered using reasonable skill and care, best efforts and ethical, guideline-aligned methods. Manipulative or deceptive SEO methods are not used.

Not included

• Copywriting and new content creation
• Development implementation and new functionality
• Advertising spend, paid SEO tools and link purchasing
• Ranking, traffic, enquiry, sales or date guarantees

Domain management

Your domain remains yours.

The client remains the legal registrant, beneficial controller and account owner. Vincere acts only as a technical administrator when the client gives written authority.

No resale or undisclosed auto-renewal is offered. Each client schedule records the registrar, renewal date, renewal price, payment owner, MFA and recovery contacts.

DNS and email changes require written approval from an authorised client contact. Vincere records the change and any supplier dependency.

Payment and exit

Clear before, during and after service.

• Registry, registrar, premium-domain and supplier charges are client costs unless the accepted quotation expressly states otherwise.
• The monthly fee is due before the next service period.
• Send a written reminder after the due date and a final written notice seven calendar days later. Non-emergency service may be suspended seven calendar days after the final notice if an undisputed balance remains unpaid.
• Service resumes after arrears clear, subject to capacity. No reactivation fee is charged.
• Recurring prices are reviewed no more than annually. A material price change receives 30 days' written notice and the client may cancel before it takes effect.
• Client access and a legitimate transfer-out route are supported at handover, subject to supplier controls and settlement of undisputed charges. Domain recovery after expiry is not guaranteed.

Records and complaints

Work is tracked from request to closure.

• Use a unique manual support reference and record entitlement, authorised requester, severity, request, time used, approvals, supplier escalation and outcome.
• Retain operational service records for 24 months after the service ends unless a legal or data-protection obligation requires another period.
• Complaints are sent to vincerewebsolutions@gmail.com and receive a target acknowledgement within two service days.

Client status and data

Terms that reflect the client and the service.

• Provide reasonable handover of client-owned accounts and data. Personal-data return or deletion follows the client agreement, any data-processing terms and disclosed supplier retention rules.
• A client-status declaration is required before contracting. Consumer work needs the separate consumer information and cancellation route approved by a qualified UK solicitor.