Well hello Terms & Conditions

These Terms & Conditions apply to your use of www.wellhello.uk and to services purchased from Well hello, the trading name of Home Help Hub Ltd.

Please read these Terms before placing an order or using our services.

By placing an order, making a payment, accepting a quotation or otherwise instructing us to provide services, you agree to these Terms & Conditions.

If we agree separate written terms, a quotation, proposal or statement of work with you, those terms will also form part of our agreement. If there is a conflict between those terms and these Terms, the specific written agreement will take priority for that service.

1. Who we are

Well hello is the trading name of Home Help Hub Ltd, a private limited company registered in England and Wales.

Company number: 17471638 Email: hello@wellhello.uk Telephone: 07903 299540 Website: www.wellhello.uk

In these Terms:

• "we", "us" or "our" means Home Help Hub Ltd trading as Well hello;

• "you" or "your" means the person or business purchasing or using our services;

• "services" means the products, services and support we provide to you.

Our services are primarily designed for businesses.

If you are a consumer, nothing in these Terms is intended to remove or restrict any rights you have under applicable consumer law.

2. Our services

We provide digital, website and marketing services for businesses.

Depending on what you purchase, our services may include:

• website design and development;

• website care and ongoing support;

• SEO and website content;

• marketing intelligence and reporting;

• social media content;

• advertising analysis;

• Google Ads management;

• enquiry-response systems;

• customer re-engagement campaigns;

• marketing packages combining several services;

• other digital or marketing services agreed with you.

The specific service description, scope and inclusions shown on our website at the time you order, or set out in a quotation or proposal, determine what is included in your service.

We may update or improve our services from time to time. We will not make a material change to an existing paid service that significantly reduces what you have purchased without giving you appropriate notice.

3. How a contract is formed

A contract between you and us is formed when:

• we confirm your order;

• you make payment through our checkout and we accept the order; or

• we both agree a quotation, proposal or statement of work.

We may decline an order where we reasonably believe we cannot provide the service, where the order appears fraudulent or abusive, or where providing the service would be unlawful.

Each service will normally be treated as a separate contract unless we agree otherwise.

4. What is and isn't included

The relevant service description will explain what is included in your purchase.

Unless specifically stated otherwise, our services do not automatically include:

• domain registration or renewal fees;

• email accounts;

• third-party software subscriptions;

• hosting charges where separately payable;

• advertising spend;

• paid stock assets or other third-party licences;

• substantial additional development work;

• work outside the agreed scope.

Where we arrange a third-party service on your behalf, we will tell you about any applicable additional cost before committing you to it.

Third-party services remain subject to their own terms and conditions.

5. Website services

Where we build a website for you, the agreed package or quotation will determine the pages, features, revisions and functionality included.

You are responsible for providing information, branding, images, content and access reasonably required to build the website.

Website revisions

Any included revision rounds are those specified in your service description or quotation.

Additional or substantial changes may be charged separately. We will normally agree the additional cost with you before carrying out the work.

Website timescales

Any timescale we provide is an estimate unless we expressly agree a fixed deadline in writing.

Projects may take longer where:

• you are late providing information;

• approvals are delayed;

• third-party access is unavailable;

• additional changes are requested;

• third-party services experience problems.

Website ownership

Our intention is that your business retains ownership of its website and digital assets.

Subject to payment of all amounts due, you will own the client-specific website and content we create for you, subject to the exceptions in the Intellectual Property section below.

Where practical, domains and third-party accounts should be registered in your name.

We will provide reasonable handover information when our website service ends, subject to any outstanding amounts being paid.

6. Website Care

Website Care is available for websites we have built unless we agree otherwise.

Change requests should normally be submitted by email.

Minor changes may include:

• updating text;

• changing prices;

• replacing photographs;

• updating opening hours;

• small layout adjustments;

• similar minor website amendments.

We aim to deal with ordinary minor requests within 2 working days, although this is not a guaranteed deadline.

Urgent faults will be prioritised where reasonably possible.

Larger changes, new pages, new functionality or substantial development work may require a separate quotation.

Website Care does not automatically include ongoing SEO reports or unlimited development work.

7. Marketing and SEO services

Where we provide SEO, marketing or content services, the exact deliverables will be set out in the relevant service description or quotation.

We may carry out activities such as:

• keyword and competitor research;

• website content creation;

• location and service pages;

• content optimisation;

• search-engine submission;

• marketing analysis;

• recommendations;

• social media content;

• advertising analysis.

Search engines and advertising platforms are outside our control.

We therefore do not guarantee:

• search rankings;

• first-page positions;

• indexing;

• website traffic;

• enquiries;

• leads;

• sales;

• revenue;

• advertising returns;

• social media growth;

• any particular commercial outcome.

Submitting a page to Google, Bing or another search engine does not guarantee that the page will be indexed or ranked.

8. Social media services

Where our service includes social media content:

• we may prepare post ideas, captions and graphics;

• content will be prepared for the agreed platforms;

• you will normally have an opportunity to review and approve content;

• approved content may then be scheduled or published.

The exact number and type of posts and platforms included will be set out in the relevant service description or quotation.

Unless specifically included, social media services do not include:

• photography;

• filming;

• reels;

• stories;

• paid advertising;

• extensive video production;

• ongoing performance reporting.

Social media platforms can change their algorithms, features, policies and availability at any time. We cannot guarantee particular levels of reach, followers, engagement or enquiries.

9. Advertising services

Where we provide advertising analysis or management:

• your advertising account remains yours;

• you remain responsible for your advertising budget;

• advertising spend is paid separately to the relevant advertising platform;

• we require appropriate access to manage or analyse the account;

• you can remove our access when the service ends.

We do not guarantee a particular:

• cost per lead;

• number of enquiries;

• conversion rate;

• return on advertising spend;

• level of sales;

• advertising position.

Changes made by Google, Meta or another advertising platform may affect campaign performance.

10. Marketing Intelligence and reporting

Marketing Intelligence and similar reporting services provide analysis, information and recommendations based on the data available to us.

Where relevant, this may include information from services you choose to connect to Well hello.

We will not knowingly invent missing data.

If information is unavailable, incomplete or unreliable, we may identify that limitation in the relevant report.

Recommendations are provided to help you make business decisions. You remain responsible for deciding whether and how to act on them.

11. Enquiry Response and customer re-engagement

Where we provide systems for handling enquiries or re-engaging previous customers, the exact setup and responsibilities will be agreed as part of the relevant service.

This may include:

• capturing enquiries;

• organising enquiry information;

• preparing suggested replies;

• sending approved replies;

• segmenting customer lists;

• preparing customer re-engagement campaigns.

Unless specifically agreed otherwise, customer-facing messages will require your approval before they are sent.

Where we process personal data belonging to your customers or other individuals on your behalf, additional data-processing terms may be required. See section 19.

12. The free Business Opportunity Review

Our Business Opportunity Review is a free, no-obligation service.

You do not have to purchase anything from us after completing it.

The review allows you to answer questions about your business, either by typing or using voice input.

We may combine your answers with publicly available information about your business to prepare a personalised report identifying potential opportunities.

Important points

The review:

• is provided free of charge;

• does not create an obligation to purchase another service;

• provides general business guidance;

• is not legal, tax, financial, accounting or other professional advice;

• should not be treated as a guarantee of any particular business result.

AI-generated reports

Reports are produced with the assistance of artificial intelligence and automated systems.

Automated checks may be used before a report is released.

Because AI systems can make mistakes, the report may contain inaccuracies, omissions or recommendations that are not appropriate for your particular circumstances.

You should use your own judgement before acting on anything contained in the report.

Voice answers

If you choose to provide an answer using your voice, the recording may be converted into text.

We do not intentionally retain the original voice recording after transcription.

Your information

Please do not include passwords, payment information, sensitive personal information or unnecessary information about other people in your answers.

Our Privacy Policy explains how information submitted through the review is handled.

Abuse and eligibility

The review is intended for businesses.

We may limit the number of reviews available to a particular business, website or person and may refuse or stop submissions that appear automated, fraudulent, abusive or otherwise inappropriate.

We may change, suspend or withdraw the free review at any time.

13. Your responsibilities

We rely on you to provide accurate and appropriate information.

You agree to:

• provide information that is accurate and reasonably complete;

• respond to reasonable questions and approval requests;

• provide the access reasonably required to deliver the service;

• use delegated access rather than sharing passwords wherever possible;

• keep your own account and billing information up to date;

• retain ownership and control of your own third-party accounts;

• set and control your own advertising budgets;

• ensure you have permission to provide us with text, images, logos, customer information and other materials;

• ensure materials you provide do not infringe another person's rights;

• comply with laws applicable to your business and marketing activities;

• keep your account credentials secure;

• tell us promptly if you believe an account has been compromised.

If you do not provide information, access or approvals we reasonably require, the delivery of your service may be delayed.

For recurring services, your normal subscription or service charges may continue during a delay caused by information or access not being provided by you.

14. Approval of content

Where our service includes an approval process, you are responsible for reviewing material before approving it.

You should check things such as:

• names;

• prices;

• addresses;

• opening hours;

• contact details;

• product or service claims;

• offers;

• links;

• images;

• legal or regulatory statements.

Once you approve content for publication or sending, you are responsible for the accuracy of that approved content.

If you identify an error, please tell us as soon as possible and we will work with you to correct it.

15. Acceptable use

You must not use our website or services:

• for an unlawful purpose;

• to mislead or defraud people;

• to infringe intellectual property rights;

• to distribute malicious software;

• to interfere with our systems;

• to attempt unauthorised access;

• to submit automated or abusive requests;

• to provide material that is unlawfully discriminatory, defamatory or otherwise unlawful.

We may refuse or suspend work where we reasonably believe that continuing would breach this section or put us, our suppliers or another person at unreasonable risk.

16. Payments

Payment arrangements will be shown at checkout or agreed in writing.

Payment may be processed through Stripe or another payment provider made available by us.

Unless otherwise agreed:

• one-off services are payable before work begins;

• recurring services are billed in advance;

• recurring payments continue until cancelled;

• third-party charges are payable separately where applicable.

If a payment fails, we may contact you and attempt to collect the outstanding amount.

If an amount remains unpaid, we may suspend the relevant service until payment is received.

For qualifying business debts, we may also exercise statutory rights relating to interest and recovery costs.

17. Recurring services and cancellation

Our recurring services are generally provided on a rolling monthly basis rather than a long fixed-term contract.

You may cancel a recurring service by contacting us at: hello@wellhello.uk

Unless we agree otherwise, cancellation will take effect at the end of the billing period that you have already paid for.

We do not normally refund part of a billing period simply because you cancel during that period.

Once the service ends, ongoing activities such as monitoring, reporting, content production or account management will stop.

Where you require a more extensive handover or migration beyond the ordinary service, we may charge a reasonable additional fee where this has been agreed with you.

18. One-off services and refunds

For one-off services, cancellation and refunds will depend on the stage of the work.

If you cancel before work has started, we will normally refund payments made for the service, subject to any non-refundable third-party costs that you have expressly agreed to.

If work has already started, we may deduct the reasonable value of work already completed and any third-party costs already incurred on your behalf.

If we have delivered something that materially fails to match the agreed service, please tell us promptly.

Where appropriate, we will first try to correct the problem.

If we cannot reasonably put the problem right, we will consider an appropriate refund or other remedy.

Nothing in this section limits any statutory rights that apply to you.

19. Data protection

We process personal data in accordance with our Privacy Policy.

If we process personal data belonging to your customers, prospects, employees or other individuals on your behalf, you remain responsible for ensuring that you have the appropriate legal basis and permissions to provide that information to us.

Where required, we will enter into a separate Data Processing Agreement with you before processing that information.

This may be particularly relevant to services such as:

• Enquiry Response;

• Customer Re-engagement;

• other services involving customer or prospect information.

Our Privacy Policy explains how we handle personal data for which we are the controller.

20. Intellectual property

Your materials

You retain ownership of materials you provide to us, including:

• logos;

• photographs;

• existing website content;

• brand assets;

• business information;

• customer information;

• other materials belonging to you.

You give us permission to use those materials only as reasonably necessary to provide the services.

Work created for you

Once you have paid for a deliverable in full, you will own the client-specific content and deliverables created specifically for you, subject to the exceptions below.

This may include:

• website content;

• website design;

• written pages;

• social media posts;

• graphics;

• other agreed client-specific materials.

What remains ours

We retain ownership of our:

• software;

• tools;

• templates;

• systems;

• frameworks;

• processes;

• methods;

• reusable components;

• general know-how;

• report-generation systems;

• automation systems.

Where one of our pre-existing or reusable components forms part of your deliverable, you receive a non-exclusive, perpetual right to use that component as part of the deliverable.

Third-party materials

Fonts, stock images, plugins, software, APIs and other third-party materials may be subject to separate licences.

Where those licences affect your use of the final deliverable, we will tell you where reasonably practicable.

21. Our website and intellectual property

The content, design, branding and materials on www.wellhello.uk belong to us or our licensors unless stated otherwise.

You may view the website and share links to it.

You must not copy, reproduce, modify or commercially reuse our website content, branding, designs or proprietary materials without our written permission.

22. Portfolio and case studies

We may ask for your permission to refer to your business as a Well hello client or to display completed public-facing work in our portfolio or case studies.

We will not publish private information, confidential reports or personal information for this purpose without an appropriate legal basis or permission.

23. AI and automated tools

We may use artificial intelligence and automated tools to assist with parts of our services.

This may include:

• research;

• analysis;

• transcription;

• content creation;

• report generation;

• extracting information from your answers;

• preparing recommendations;

• internal production processes.

AI systems can make mistakes.

Where customer-facing content is provided to you for approval, you should review it before approving publication or sending.

We do not guarantee that AI-generated content will be completely accurate, complete or suitable for every situation.

Further information about our handling of personal information in connection with AI services is provided in our Privacy Policy.

24. No guaranteed business results

We will provide our services with reasonable care and skill.

However, business and marketing results depend on many factors outside our control.

We therefore do not guarantee:

• a particular number of enquiries;

• sales;

• revenue;

• profit;

• search rankings;

• website traffic;

• social media followers;

• advertising performance;

• return on advertising spend;

• customer growth;

• any other particular commercial result.

Our services provide work, analysis, recommendations and systems — they do not guarantee a particular outcome.

25. Third-party platforms

Some of our services rely on third-party services and platforms, including services such as:

• Google;

• Google Ads;

• Google Analytics;

• Google Search Console;

• Meta;

• Instagram;

• Facebook;

• LinkedIn;

• Stripe;

• hosting providers;

• email providers;

• booking systems;

• other software platforms.

We do not control these services.

We are not responsible for:

• outages;

• API changes;

• changes to functionality;

• policy changes;

• account suspensions;

• algorithm changes;

• pricing changes;

• security incidents affecting a third-party provider.

Where a third-party change materially affects a service we provide, we will make reasonable efforts to explain the impact and, where practical, identify an alternative.

26. Confidentiality

Each of us agrees to keep the other party's genuine non-public business information confidential and to use it only for the purposes of the relevant service or agreement.

This does not prevent disclosure where:

• required by law;

• required by a regulator or court;

• reasonably necessary to provide the service;

• made to professional advisers or service providers who need the information;

• necessary to protect legal rights.

Information that is already public, independently developed or lawfully obtained from another source is not treated as confidential solely because it was also provided to us.

27. Suspension and termination

Either party may end a service in accordance with its cancellation terms.

We may suspend or terminate a service where:

• you materially breach these Terms;

• payment remains overdue;

• you provide unlawful or infringing material;

• you misuse our systems;

• continuing the service would create a significant legal, security or operational risk;

• a necessary third-party service becomes unavailable;

• we reasonably believe the service is being used fraudulently or abusively.

Where reasonably possible, we will tell you before suspending or terminating a service.

When a service ends:

• ongoing work will stop;

• recurring billing will stop where applicable;

• access we have to your third-party accounts may be removed;

• amounts already due remain payable;

• provisions that are intended to continue after termination will remain in effect.

28. Liability

We will carry out our services with reasonable care and skill.

To the maximum extent permitted by law, we are not responsible for indirect or consequential losses, or for losses such as:

• loss of profit;

• loss of revenue;

• loss of anticipated savings;

• loss of business opportunity;

• loss of goodwill.

We are also not responsible for losses caused by:

• information you supplied being inaccurate or incomplete;

• your failure to review or approve material;

• your failure to provide required access;

• decisions you make based on our recommendations;

• third-party platforms or providers outside our control.

For business customers, our total liability arising from a particular service will normally be limited to the total fees you paid us for that service during the 12 months before the event giving rise to the claim.

This limit does not apply where the law does not allow liability to be limited.

Nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;

• fraud or fraudulent misrepresentation;

• deliberate wrongdoing where it cannot legally be excluded;

• any other liability that cannot legally be excluded or limited.

If you are a consumer, nothing in these Terms limits your statutory rights.

29. Events outside our reasonable control

We are not responsible for delay or failure caused by circumstances outside our reasonable control.

This may include:

• major internet or hosting outages;

• failures of third-party platforms;

• cyber incidents;

• severe weather;

• natural disasters;

• illness;

• industrial action;

• government action;

• changes in law;

• other events that could not reasonably have been prevented.

We will take reasonable steps to minimise disruption and resume services as soon as reasonably practicable.

30. Complaints

If you have a problem with our service, please contact: hello@wellhello.uk

Please explain what has gone wrong and what service it relates to.

We aim to acknowledge and respond to complaints promptly and, where possible, within 5 working days.

We will investigate genuine complaints and try to reach a reasonable resolution.

31. Changes to these Terms

We may update these Terms from time to time.

For new orders, the version in force at the time you order will normally apply.

For ongoing monthly services, we may update these Terms where reasonably necessary because of:

• changes to our services;

• changes to our technology;

• changes in law;

• changes to our business;

• changes to third-party services.

Where a change materially affects an existing monthly service, we will normally provide at least 30 days' notice and give you the opportunity to cancel before the change takes effect.

32. General

These Terms, together with any applicable quotation, proposal, statement of work and our Privacy Policy, set out the main terms governing our relationship with you.

If any part of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

If we do not immediately enforce a right under these Terms, that does not mean we have given up that right.

You may not transfer your contract with us to another person or business without our written agreement.

We may transfer our rights and obligations as part of a sale, restructuring or transfer of our business, provided this does not unlawfully reduce your rights.

Unless applicable law says otherwise, no person other than you and us has rights to enforce these Terms.

33. Governing law

These Terms are governed by the law of England and Wales.

Subject to any mandatory rights you may have as a consumer, the courts of England and Wales will have jurisdiction over disputes arising from these Terms or our services.

If you are a consumer living in Scotland or Northern Ireland, you may also have the right to bring proceedings in the courts of the part of the UK in which you live.

34. Contact us

If you have any questions about these Terms & Conditions, please contact: Home Help Hub Ltd Trading as Well hello Email: hello@wellhello.uk Telephone: 07903 299540 Website: www.wellhello.uk Company number: 17471638

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