Terms & Conditions
Last updated: 1 September 2026
These Terms & Conditions apply to services supplied by Agency Hands, a trading division of Web UK Media Ltd (“Agency Hands”, “we”, “us” or “our”).
Agency Hands provides website, ecommerce, development, technical and related trade support, primarily to agencies and other businesses. These terms apply to business customers only and are not intended for consumers.
By asking us to commence work, accepting a quotation or estimate, or otherwise instructing us to provide services, you agree to these Terms & Conditions unless different terms have been agreed with us in writing.
1. Our services
We provide practical web and technical support including website fixes, troubleshooting, WordPress and WooCommerce work, Magento and ecommerce support, website development and updates, and overflow or white-label production work.
The exact services we provide for each job will be those agreed between us in writing, which may include an email, quotation, proposal or other written description of the work.
2. Quotations, estimates and scope
Any quotation or estimate is based on the information available to us when it is provided.
Unless expressly stated otherwise, a quotation covers only the work specifically described. Additional work, changes to the brief, new requirements or problems discovered after work begins may be charged separately.
Website troubleshooting can sometimes reveal problems that could not reasonably have been identified before work started. If this materially changes the work required, we will normally discuss this with you before carrying out significant additional chargeable work.
3. Instructions and authority
You are responsible for ensuring that you have authority to instruct us to work on any website, server, hosting account, ecommerce store, domain, third-party service or other system to which you provide us access.
Where you instruct us on behalf of your own client, we will normally treat your agency or business as our customer and take instructions from you rather than from your client unless we agree otherwise.
4. White-label and agency work
Agency Hands is designed to work behind the scenes for agencies where required.
Where work is agreed on a white-label basis, we will not knowingly approach your client to market our own services or attempt to take over the commercial relationship relating to that work.
Your client remains your client. Unless agreed otherwise, you remain responsible for your commercial relationship with them, including the brief you have given them, prices you have quoted them, commitments you have made and obtaining their approvals.
5. Information, content and access
You agree to provide the information, content, access credentials, approvals and other materials reasonably required for us to carry out the work.
You are responsible for ensuring that information and materials supplied to us are accurate and that you have the necessary rights and permissions for us to use them.
Delays in providing information, access, feedback or approval may affect any estimated completion date.
6. Access credentials and security
Where possible, we recommend providing temporary or individual user accounts with only the permissions necessary to carry out the work.
We will take reasonable care of credentials and access information supplied to us and will use them only for legitimate purposes connected with the agreed work.
You are responsible for removing temporary accounts or changing credentials after they are no longer required where appropriate.
7. Backups and existing websites
Websites and ecommerce systems can be complex and may contain existing faults, outdated software, custom code or conflicts that are not apparent before work begins.
We will take reasonable care when working on existing systems. Where practical and within our control, we may take or confirm an appropriate backup before carrying out work that presents a material risk of affecting the website.
However, unless backup or disaster-recovery services form part of the agreed work, you remain responsible for maintaining suitable backups of your website, data and systems.
8. Third-party software and services
Websites commonly rely on third-party products and services including WordPress plugins, themes, Magento extensions, APIs, payment gateways, hosting providers, domain registrars and external platforms.
We cannot guarantee the continued availability, compatibility, security or behaviour of software or services controlled by third parties.
Unless specifically included in our quotation, third-party licence fees, subscriptions, hosting charges and other external costs are not included in our charges.
9. Timescales
We will make reasonable efforts to meet any timescale we agree with you. Unless expressly agreed as a fixed contractual deadline, completion dates and turnaround times are estimates rather than guarantees.
We are not responsible for delays caused by matters outside our reasonable control, including delays by you, your client or a third-party supplier or service.
10. Testing and approval
We will take reasonable care to test work appropriate to the nature and scope of the job.
You should review completed work promptly and tell us about any apparent problem relating to the agreed work as soon as reasonably possible.
Requests that fall outside the agreed scope, including new features or changes requested after completion, may be treated as additional work.
11. Charges and payment
Our charges will be those agreed with you for the relevant work. Depending on the job, this may be a fixed price, an estimate, an hourly or daily rate, or another agreed basis.
We may request payment in advance or a deposit before commencing work, particularly for larger jobs, new customers or work involving third-party costs.
Unless otherwise agreed in writing, invoices are payable within the payment period shown on the invoice.
If an undisputed invoice becomes overdue, we reserve the right to suspend further work and to exercise any rights available to us under applicable late-payment legislation.
12. Cancellation and work already carried out
You may ask us to stop work at any time.
If a job is cancelled after work has begun, you will remain responsible for reasonable charges for work already carried out and for any non-refundable costs or commitments we have incurred on your behalf.
13. Intellectual property
Once all amounts due for the relevant work have been paid, you may use the deliverables created specifically for you for the purpose for which they were supplied.
This does not transfer ownership of third-party software, themes, plugins, extensions, fonts, stock assets or other materials that are subject to their own licence terms.
We retain ownership of our pre-existing materials, methods, know-how, reusable code, tools and techniques unless specifically agreed otherwise in writing.
14. Confidentiality
We understand that agency work may involve commercially sensitive information, client details, unpublished work and access to private systems.
We will take reasonable steps to keep confidential information supplied to us confidential and will not knowingly disclose it to third parties except where necessary to provide the agreed services, where you authorise us to do so, or where disclosure is required by law.
15. Data protection
Each party will comply with applicable UK data-protection law in relation to personal information it processes in connection with the services.
Where Agency Hands processes personal data solely on your documented instructions and on your behalf, you will normally act as the controller and we will act as the processor in relation to that processing.
In those circumstances, we will process the relevant personal data only as necessary to provide the agreed services and in accordance with your documented instructions, unless otherwise required by law. We will ensure that people authorised to process the data are subject to appropriate confidentiality obligations and will take appropriate technical and organisational measures to protect the data.
Where reasonably required by the nature of the services, we will assist you with relevant data-subject requests, security obligations and personal-data breaches, taking into account the nature of the processing and the information available to us.
We will not appoint another processor to process personal data on your behalf without appropriate authorisation. Where a sub-processor is used, we will require it to provide an appropriate level of protection for the relevant personal data.
When processing on your behalf ends, we will, where applicable and subject to legal or legitimate retention requirements, delete or return relevant personal data as appropriate. We will also provide information reasonably necessary to demonstrate compliance with our applicable processor obligations.
Where the nature or scale of a project requires more detailed data-processing terms, we may agree a separate Data Processing Agreement with you.
Our use of personal information for our own business purposes is explained in our Privacy Policy.
16. Liability
Nothing in these terms excludes or limits any liability that cannot lawfully be excluded or limited.
Subject to that, we will not be liable for indirect or consequential losses, loss of profit, loss of revenue, loss of anticipated savings, loss of business opportunity or loss arising from matters outside our reasonable control.
We are not responsible for pre-existing faults, unauthorised changes made by others, or failures caused by third-party software, services, hosting, infrastructure or systems outside our reasonable control.
To the extent permitted by law, our total liability arising from a particular job or project will not exceed the total fees paid or payable to us for that job or project.
17. Your responsibilities to your client
Where you engage us to support work you are delivering to another client, you remain responsible for managing that client relationship.
We are not bound by promises, specifications, warranties, deadlines or other commitments you have made to your client unless those requirements have also been expressly agreed with us.
18. Ending our working relationship
Either party may decide not to undertake further work together.
We may suspend or end work immediately where there is serious non-payment, unlawful activity, abusive behaviour, a security concern, or where continuing the work could reasonably expose us or another party to legal or technical risk.
Ending the relationship does not affect amounts already due or provisions that by their nature are intended to continue after the work ends.
19. Changes to these terms
We may update these Terms & Conditions from time to time. The version applicable to a particular job will normally be the version in force when that job is agreed, unless we agree otherwise with you.
20. Governing law
These Terms & Conditions and any dispute or claim arising from them or the services we provide are governed by the laws of England and Wales.
The courts of England and Wales will have exclusive jurisdiction, unless applicable law requires otherwise.
21. Contact
If you have any questions about these Terms & Conditions, please contact:
Agency Hands
A trading division of Web UK Media Ltd
Solihull, West Midlands, United Kingdom
Email: enquiries@agencyhands.co.uk