Terms and conditions

These terms apply when you use Move Online's services. Move Online is a trading name of JE Consulting Ltd, a company registered in England and Wales with company number 16912115, whose registered office is at Unit 13 Freeland Park, Wareham Road, Lytchett Matravers, Poole, England, BH16 6FA ("we", "us").

Our services are for businesses and sole traders acting in the course of their business, not for consumers.

By subscribing to a plan, you agree to these terms.

We design and build your website at no upfront cost. Once it is live, your monthly plan covers:

• hosting and an SSL certificate
• security updates, monitoring and backups saved in the cloud
• reasonable updates on request within your allocated support time
• access to your dashboard to edit your own content
• email forwarding from your domain to an inbox of your choice (receiving only)
• website enquiries and bookings emailed to your inbox
• support by email

Your plan lists the features available to you, such as online bookings, payments and custom systems. These are built when your business needs them, with the scope agreed with you in writing before work starts. Larger builds may be quoted separately.

Your plan includes a set amount of dedicated support time each month. We use it for questions, updates and changes you ask for. Support time covers all the work on your request, including reviewing it, making and testing the change, and keeping you updated.

On the Starter plan you also get 1 hour of launch support, which can be used in the first 30 days after your website goes live.

On the Starter and Business plans you can buy packs of extra support time from your account. Packs are used once your monthly time and any launch support have run out, oldest pack first. Each pack expires 12 months after you buy it, and unused time is not refunded.

If a request would go beyond the time you have left, we will tell you before we start. You can then wait until your monthly time resets or buy a support pack. We never charge for extra work without your agreement.

If you agree to us going ahead anyway, the extra time comes out of the next support pack you buy. It never comes out of the next month's support time.

You can upgrade at any time. The new price applies straight away, and you pay the difference for the rest of your current billing month.

If you downgrade, the new price applies from your next billing month. Features that are not part of your new plan may be removed from your website.

If an exit fee applies when you cancel, it is based on the highest plan you have been on in the previous 12 months.

If you already own a domain name, it stays yours. You give us access so we can point it at your website.

If we register a domain name for you, we register it in your name and you pay its registration and renewal costs. It is yours, and we will transfer it to you, or to anyone you choose, free of charge whenever you ask, including when you leave.

After you get in touch, we will talk through what you need and prepare design options for you at no cost. We set up an account for you where you can see your designs, choose the one you like and start your subscription.

If none of the designs are quite right, you can ask us to rework them from your account. Up to 3 rounds of revisions are included at no cost. Further rounds are charged as a one-off fee, which we will agree with you before we start.

We start building your website once you subscribe. We aim to have it ready within 7 days on Starter and Business. On Enterprise, we aim to have it ready within the timescale agreed in your proposal. This is our aim rather than a guarantee, and it may not always be possible.

To put your website live, we need access to things like your domain name, DNS settings and email. Your account shows what we still need from you. If you take longer to give us this access, your free trial is not extended and your subscription starts as normal.

When you subscribe, you get a free trial of 7 days on Starter and Business, and 30 days on Enterprise. We may offer a shorter trial, or none, if your website is already built when you subscribe. Your trial length is shown before you subscribe.

We take your card details when you subscribe. Your first monthly payment is taken automatically when your trial ends, whether or not your website is live yet. If you have given us everything we need, your website is likely to be live well before your trial ends.

Plans start from £19.99 per month plus VAT. The price of your plan is confirmed with you before you subscribe.

• You pay nothing for the design and build. Your first monthly payment is taken when your free trial ends.
• Payments are taken monthly in advance.
• Domain names, third-party subscriptions and payment processing fees are not included.
• Online payments, including bookings, tickets, subscriptions and digital products, are taken through your own Stripe account. We charge a platform fee of 0.5% + 10p + VAT per payment, worked out on the full amount your customer pays, which Stripe deducts automatically at the time of payment. We send you a VAT invoice for each month's fees. Stripe's own processing fees are charged separately by Stripe.
• Your monthly support time resets each month, on the day before the date your website went live. Unused monthly time cannot be carried over to the next month, and time used over your allowance is not taken from the next month.
• Support packs are paid for in advance, plus VAT.
• We will give you at least 30 days' notice of any price change.

When you sell through your website, such as bookings, tickets, subscriptions or digital products, you are the seller. Your contract is with your customer, not with us, and payments go into your own Stripe account.

You are responsible for:

• your prices, product descriptions and terms of sale
• refunds, cancellations, chargebacks and disputes with your customers
• your customers' legal rights, such as cancellation rights for online sales
• any VAT or other tax due on your sales
• keeping your Stripe account in good standing and following Stripe's terms

If you refund a payment, our platform fee on it is not refunded. Any fees Stripe charges for refunds or disputes are charged to you by Stripe.

You are responsible for the text, images and other content you give us or add to your website, and for having the right to use it. You keep ownership of your content. You give us permission to use it to build, host and maintain your website.

If a claim is made against us because of your content, or because of how you use your website, you agree to cover our reasonable costs and losses from that claim.

We own the design and code we create for your website. While your plan is active, you have the right to use them for your business.

Ownership of the design and code stays with us when you leave, including our content management system, your dashboard and your website's source code. What you take with you is an export (see "Cancelling"). You may host, use and change the copy of your website in your export for your business, for as long as you like.

The copy includes compiled files from our software, such as its JavaScript. You may only use them as part of that copy of your website. You may not take them out of it, reuse them on another website or pass them on separately.

For Enterprise builds, such as web apps and SaaS products, we may agree different ownership terms with you in your proposal. Where we do, those terms apply instead.

Your website may collect personal information about your own customers, such as enquiries, bookings, orders, subscriptions, member accounts and newsletter sign-ups. For that information, you are the data controller and we are your data processor under UK data protection law. We will:

• only use it to provide our services to you, and on your instructions
• keep it secure and confidential
• only share it with trusted providers who help us run our services, such as hosting and email providers, under similar protections. We will tell you who they are on request
• tell you without undue delay if we become aware of a breach affecting it
• help you respond to requests from people exercising their data protection rights
• when our services to you end, give you a copy if you ask, then delete it

You can ask for a copy of this information, free of charge, however your plan ends, including when no export is provided. Ask before your plan ends, or within 30 days of it ending, before we delete it.

You are responsible for having a lawful basis to collect this information and for telling your customers how you use it.

Card details are handled by Stripe and are never stored by us.

If you ask us to add third-party tracking or advertising tools to your website, we will add a cookie banner so your visitors can give their consent. You are responsible for the tools you choose, for how their providers use your visitors' information, and for keeping your privacy information up to date.

There is no minimum term. You can cancel at any time directly in your Move Online dashboard, or by emailing [email protected]. Your plan will expire at the end of your current billing month, and payments already made are not refunded.

If you cancel during your free trial, you will not be charged for your plan, but you will not receive your website, its designs, code or any other work we have produced for you.

An export is a copy of your website as plain files (HTML, CSS, JavaScript, fonts and images) that any web host can serve, with your content, media library and data (such as enquiries, bookings, orders and members) as files you can open in a spreadsheet. It does not include your website's source code, our content management system or your dashboard. Features that need our platform do not work in the copy, including forms, bookings, payments, subscriptions, the members area and analytics.

Whether you get an export depends on when you cancel:

• Within 12 months of your website going live, you can cancel without an export at no cost. Your website is taken offline once your plan ends and no export is provided.
• For an export within 12 months, a one-off exit fee of £100 on Starter or £200 on Business is taken with your final payment. On Enterprise, the exit fee depends on your build and is agreed with you in writing before work starts.
• After 12 months, there is no exit fee and we send you an export automatically. If you do not download it within 30 days, it will be deleted and your account with us will be closed permanently.

Where an export is provided, we take your website offline from our hosting once the handover is complete. If you own your domain name, it stays yours.

If a monthly payment fails, we will try to take it again automatically up to 8 times over 14 days. We will email you each time a payment fails, telling you which attempt it was and when we will try again, so you can update your card in your dashboard.

If the last of these also fails, we will take your website offline and send you a final invoice for the missed payment plus a late fee of £10. You have 14 days to pay it. As soon as you do, we will put your website back online and your plan carries on as normal.

If the final invoice is not paid within 14 days, your plan ends and your website is taken offline permanently. We will email you to let you know. You will no longer be able to get an export of your website, including by paying the exit fee.

Subscriptions your customers hold are set up in your own Stripe account, so they can keep charging your customers even after your website is taken offline.

Before your plan ends, or if your website is taken offline for any other reason, you are responsible for cancelling or moving those subscriptions and for telling your customers and members. The members area stops working when your website leaves our hosting. Your members' details are included in your export, or you can ask for a copy as set out in "Your customers' data".

Once your website is taken offline, we delete its files, database and your account within 30 days, or 30 days after we send you an export. Copies held in our backups are removed as those backups expire, within a further 90 days.

We may end your plan for any reason by giving you at least 30 days' notice. If we do, we will send you an export free of charge and refund any payment covering the period after your plan ends. This does not affect our right to suspend or close your website immediately under "Acceptable use" or "Late or missed payments".

You must not use your website, or our services, to:

• break the law or help anyone else to
• publish anything harmful, offensive, defamatory, fraudulent or misleading
• infringe anyone's copyright, trademarks or other rights
• send spam or unsolicited bulk email
• spread malware, or attack or put at risk our systems or anyone else's

If we believe you are doing any of these, we may suspend or close your website and account immediately, without notice. If we close it, your plan ends, payments already made are not refunded and no export is provided. We will tell you why, unless the law prevents us from doing so.

If your website sends emails to your customers, such as newsletters through your email marketing tool or automated reminders and follow-ups, you are responsible for what they say and for having consent where the law requires it, including offering an unsubscribe option on marketing emails.

You are responsible for who you give access to your dashboard and any staff accounts, for keeping their logins secure and for what they do with that access. Tell us straight away if you think an account has been compromised.

We host your website on reliable infrastructure and monitor it to keep it fast and online. Like any online service, it may occasionally be unavailable, so we cannot promise 100% uptime. When we need to carry out planned maintenance, we keep it short and, where we can, schedule it for quieter times.

We back up your website regularly so we can recover it if something goes wrong. These backups are for our own recovery and are not a guaranteed restore service, so please keep your own copies of your important content.

Our services rely on third parties, such as hosting providers, Stripe, email providers and domain registrars. We choose them carefully, but we are not responsible for their outages, changes or charges.

We may show your website in our portfolio and marketing, and include a small "Website by Move Online" link in its footer.

Our total liability to you is limited to the amount you have paid us in the 12 months before the claim. We are not liable for loss of profit, business or data, or for any indirect losses. Nothing in these terms limits liability that cannot be limited by law.

We are not responsible for delays or failures caused by events outside our reasonable control, such as major outages at our providers, cyber attacks, power failures, extreme weather or industrial action.

We will contact you by email at the address on your account. You can contact us at [email protected], or for cancellations at [email protected].

• These terms, together with anything we agree with you in writing about your plan or features, are the whole agreement between us.
• If a court decides part of these terms cannot be enforced, the rest still applies.
• We may transfer our rights and obligations under these terms to another business, for example if we sell Move Online. You may not transfer yours without our agreement.
• If we do not enforce one of these terms straight away, we can still enforce it later.

We may update these terms from time to time. We will give you at least 30 days' notice of any change that affects you.

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.