Frequently Asked Questions
Website Content
What information do I need to provide?
You will need to provide:
- your logo (if you have no logo we use a simple font or you can add a Branding package)
- your contact details:
- phone number
- email address
- business operating times
- social media links
- a list of your services
- photographs relevant to your business
- any current reviews or links to your Google reviews page
Do I need to provide images?
Yes, if you have good quality photos, we can use them. They can be emailed to us If you have lower resolution photos that will be used at a smaller size, these can also be emailed or messaged via WhatsApp.
If you are unable to provide high quality photographs for your website, we will use licensed stock images from Adobe. This is to ensure you won’t get issued with a take-down notice or a fine in the future by using free images found on the internet. Each package and tier has a set limit of stock images – if your website requires more, this can be additionally purchased.
Please note that the licence of use for images only applies to your website, not other marketing materials.
We offer an images upgrade as one of our Branding packages if you require bespoke graphics or illustrations.
If you are adding your own images, we strongly urge you to use caution with free image sites. Our recommendation is to not use images found on free sites.
If you are using images created with Canva, make sure you modify that image so that it becomes unique to you, your company or your brand. We always recommend you read Canva’s usage terms.
Do I need to provide written content?
After your Discovery meeting, you will have a list of written content that you need for your website pages. This can be provided by you, a third party you commission, or we have a content writing package add-on available.
Ideally we recommend that you have had keyword research done for your business or organisation as this will support the development of your content both in your website and your marketing.
If you don’t have the budget for content writing we will use AI writing tools to populate your website pages based upon your niche but we cannot guarantee the effectiveness of this process.
Do you handle SEO?
SEO = Search Engine Optimisation
We build all websites using good technical SEO practices so that search engines can crawl your website content effectively.
We provide SEO and keyword research packages available as an add-on.
Disclaimer: Without in-depth keyword research, good written content and continuous SEO content monitoring we cannot guarantee that your website will be found for the search terms that you require.
Do you handle Google Analytics?
We add your website to our Google Search Console and Bing Webmaster for URL monitoring for the duration of your maintenance plan. This ensures that your website is found and indexed by Google and Bing.
We also install an independent analytics plugin on your website, that doesn’t use Google tracking cookies, which will give you an overview of your website traffic.
Google Analytics tracking relies on Cookies being ‘allowed’ by the website visitor, the analytics plugin we install only tracks your website usage not the visitor data.
We don’t currently provide Google Analytics services but we can install tracking codes for you or a third party to monitor.
What policies do I need on my website?
We include the following policies on all websites:
- Privacy Policy
Ideally you will provide this, but it can be created with an online generator and information from you about your data processing and storage.
- Cookie Policy
We will create this if any type of tracking is used on your website.
We recommend the following policies for service providers and ecommerce:
- Terms and Conditions
Required if you provide any type of service or product. This has to be provided by you, we can provide links to online generators, though we recommend getting legal advice to create these.
- Returns and Refunds Policy
This will need to be provided by you as it will be unique to your business.
For ecommerce websites, you may also require:
-
Shipping / Delivery Policy
This will need to be provided by you as it will be unique to your business.
View our blog post Policies you need on your Website for more information and links to policy generators.
Domain, SSL and Email
Do you provide my website domain?
No, we recommend that you purchase your own domain so that it always belongs to you.
We have a preferred domain provider, Hostinger, that we use which has the capability to grant our manager account access to set up your hosting records and troubleshoot where necessary. Which means we never need to ask for your login details or have access to your payment information.
Make sure your domain is set up for automatic renewal to avoid any downtime should a payment be missed.
I already have a domain
Perfect, we just need to be able to login and point your domain to our hosting.
Make sure your domain is set up for automatic renewal to avoid any downtime should a payment be missed.
What about an SSL? What is an SSL?
SSL = Secure Sockets Layer
SSL certificates tell your browser that your website is safe to view. This means that your website content is served via https (secure – with the padlock icon).
If you have any content on your website served via http, then the browser will flag up that your website is unsecure, and block access to view your website. This can sometimes happen if images are uploaded to your website before your SSL certificate has been installed.
All our websites have an SSL installed as standard as part of your website build.
Do you provide email?
We don’t currently provide email as part of our services. We advise hosting your email separately, as storage attached to your website hosting can slow down your website. If you already have a domain, this can be purchased through your domain provider.
Hosting & Maintenance
Where will my website be hosted?
Your website will be hosted on our fully managed UK Based Servers. As part of our Hosting & Maintenance Care Plans, we aim to keep your website secure with all plugins, themes, and PHP versions regularly updated and daily server backups taken.
I already have hosting
We exclusively build and maintain websites within our own hosting environment. This ensures we can efficiently monitor performance and address any issues in a system we have carefully configured and optimised.
What happens if I want to move my website?
Our website package prices are based upon signing up for our Hosting & Maintenance for a minimum of 12 months.
If after 12 months you wish to move hosting, you can either use our migration service or we will send you the files for you to organise the migration.
If there are paid licences associated with your website install, you will be responsible for them once the website has been transferred. This will be detailed in your Client Portal.
What is included in my website maintenance?
Updates, Security Monitoring and Backups
We monitor your website and WordPress news feeds for any security issues with plugins. As a rule we update once a week, unless there are specific security alerts for a plugin or Theme, then we update as soon as possible.
If we are aware of known conflicts between plugins, we will wait until a safe patch has been released before we update.
WordPress Builders
We build our websites in WordPress with either Elementor Pro, Bricks or WordPress native themes. We have developer licences for Elementor Pro and Bricks. When you are on our maintenance plan, these licences will be included.
If you transfer away from our hosting and maintenance plan, then you will be responsible for acquiring and renewing your own licences.
Plugins
We often use plugins that offer increased functions for your website. Some of these plugins that we have a developer licence for will be included.
If your website requires a licensed plugin (that we don’t have a licence for) you will need to purchase and renew the licence.
If you transfer away from our hosting and maintenance plan, then you will be responsible for acquiring and renewing your own licences.
Support
Errors and problems related to functions, security, and updates are covered by your Hosting & Maintenance plan.
What is not included in my website maintenance?
Support for:
- Problems caused by client error
- Poor quality images
- Content mismanagement: accidental deletion of content/images
- Administration of users (unless security related)
Content Management
This depends on your build type and Hosting & Maintenance plan. If you have a static website, we can make minor content adjustments or if we have built you a dynamic CMS (content management system) you will be responsible for adding and managing content.
We also offer content management packages if you require ongoing support with adding/uploading content, and administering your website and users.
Packages & Billing
How do I pay for my Website Package?
We will send you an invoice for either the full amount or a deposit instalment. Once this is paid we will schedule your website discovery meeting – either via Zoom call or in person at our office in Holmfirth.
Do you have a payment plan for website packages?
For our Super Starter and Basic tier packages, we require one full payment. For our Standard and Premium tier packages, we can split payment into one or two instalments. Your website will not go live until full payment has been received.
How do I pay for my Hosting & Maintenance?
We will set you up on a payment plan through either:
Stripe
Paid with either credit or debit card. We will send you a link to sign up for your payment plan.
GoCardless
Paid via Direct Debit. We will send you a link to sign up for your payment plan.
We do not accept standing orders or pay as you go invoicing for this service.
Are there any additional costs?
Anything outside the scope of our packages can be quoted for upon request.
We try to be as transparent as possible so you will not be surprised by unexpected costs. If you find you need more pages or additional functions, we will provide you with a quote and or alternative options.
Can I cancel my website build?
You can cancel at any point of the website build. If you cancel once work has started on your website, then you would lose your deposit (or the value of the deposit if you have paid in full).
If you cancel before we start work, then you will be refunded, minus an administration fee of £45.
If you book a discovery session as part of a bespoke build and cancel outside the required 24 hours notice, you will receive a full refund. If you cancel within the 24 hours notice, and do not rebook, you will be refunded minus an administration fee of £25.
How do I pay for subscription services?
We will set you up on a payment plan through either:
Stripe
Paid with either credit or debit card. We will send you a link to sign up for your payment plan.
GoCardless
Paid via Direct Debit. We will send you a link to sign up for your payment plan.
We do not accept standing orders or pay as you go invoicing for this service.
Website Content
What information do I need to provide?
You will need to provide:
- your logo (if you have no logo we use a simple font or you can add a Branding package)
- your contact details:
- phone number
- email address
- business operating times
- social media links
- a list of your services
- photographs relevant to your business
- any current reviews or links to your Google reviews page
Do I need to provide images?
Yes, if you have good quality photos, we can use them. They can be emailed to us If you have lower resolution photos that will be used at a smaller size, these can also be emailed or messaged via WhatsApp.
If you are unable to provide high quality photographs for your website, we will use licensed stock images from Adobe. This is to ensure you won’t get issued with a take-down notice or a fine in the future by using free images found on the internet. Each package and tier has a set limit of stock images – if your website requires more, this can be additionally purchased.
Please note that the licence of use for images only applies to your website, not other marketing materials.
We offer an images upgrade as one of our Branding packages if you require bespoke graphics or illustrations.
If you are adding your own images, we strongly urge you to use caution with free image sites. Our recommendation is to not use images found on free sites.
If you are using images created with Canva, make sure you modify that image so that it becomes unique to you, your company or your brand. We always recommend you read Canva’s usage terms.
Do I need to provide written content?
After your Discovery meeting, you will have a list of written content that you need for your website pages. This can be provided by you, a third party you commission, or we have a content writing package add-on available.
Ideally we recommend that you have had keyword research done for your business or organisation as this will support the development of your content both in your website and your marketing.
If you don’t have the budget for content writing we will use AI writing tools to populate your website pages based upon your niche but we cannot guarantee the effectiveness of this process.
Do you handle SEO?
SEO = Search Engine Optimisation
We build all websites using good technical SEO practices so that search engines can crawl your website content effectively.
We provide SEO and keyword research packages available as an add-on.
Disclaimer: Without in-depth keyword research, good written content and continuous SEO content monitoring we cannot guarantee that your website will be found for the search terms that you require.
Do you handle Google Analytics?
We add your website to our Google Search Console and Bing Webmaster for URL monitoring for the duration of your maintenance plan. This ensures that your website is found and indexed by Google and Bing.
We also install an independent analytics plugin on your website, that doesn’t use Google tracking cookies, which will give you an overview of your website traffic.
Google Analytics tracking relies on Cookies being ‘allowed’ by the website visitor, the analytics plugin we install only tracks your website usage not the visitor data.
We don’t currently provide Google Analytics services but we can install tracking codes for you or a third party to monitor.
What policies do I need on my website?
We include the following policies on all websites:
- Privacy Policy
Ideally you will provide this, but it can be created with an online generator and information from you about your data processing and storage.
- Cookie Policy
We will create this if any type of tracking is used on your website.
We recommend the following policies for service providers and ecommerce:
- Terms and Conditions
Required if you provide any type of service or product. This has to be provided by you, we can provide links to online generators, though we recommend getting legal advice to create these.
- Returns and Refunds Policy
This will need to be provided by you as it will be unique to your business.
For ecommerce websites, you may also require:
-
Shipping / Delivery Policy
This will need to be provided by you as it will be unique to your business.
View our blog post Policies you need on your Website for more information and links to policy generators.
Domain, SSL
and Email
Do you provide my website domain?
No, we recommend that you purchase your own domain so that it always belongs to you.
We have a preferred domain provider, Hostinger, that we use which has the capability to grant our manager account access to set up your hosting records and troubleshoot where necessary. Which means we never need to ask for your login details or have access to your payment information.
Make sure your domain is set up for automatic renewal to avoid any downtime should a payment be missed.
I already have a domain
Perfect, we just need to be able to login and point your domain to our hosting.
Make sure your domain is set up for automatic renewal to avoid any downtime should a payment be missed.
What about an SSL? What is an SSL?
SSL = Secure Sockets Layer
SSL certificates tell your browser that your website is safe to view. This means that your website content is served via https (secure – with the padlock icon).
If you have any content on your website served via http, then the browser will flag up that your website is unsecure, and block access to view your website. This can sometimes happen if images are uploaded to your website before your SSL certificate has been installed.
All our websites have an SSL installed as standard as part of your website build.
Do you provide email?
We don’t currently provide email as part of our services. We advise hosting your email separately, as storage attached to your website hosting can slow down your website. If you already have a domain, this can be purchased through your domain provider.
Hosting & Maintenance
Where will my website be hosted?
Your website will be hosted on our fully managed UK Based Servers. As part of our Hosting & Maintenance Care Plans, we aim to keep your website secure with all plugins, themes, and PHP versions regularly updated and daily server backups taken.
I already have hosting
We exclusively build and maintain websites within our own hosting environment. This ensures we can efficiently monitor performance and address any issues in a system we have carefully configured and optimised.
What happens if I want to move my website?
Our website package prices are based upon signing up for our Hosting & Maintenance for a minimum of 12 months.
If after 12 months you wish to move hosting, you can either use our migration service or we will send you the files for you to organise the migration.
If there are paid licences associated with your website install, you will be responsible for them once the website has been transferred. This will be detailed in your Client Portal.
What is included in my website maintenance?
Updates, Security Monitoring and Backups
We monitor your website and WordPress news feeds for any security issues with plugins. As a rule we update once a week, unless there are specific security alerts for a plugin or Theme, then we update as soon as possible.
If we are aware of known conflicts between plugins, we will wait until a safe patch has been released before we update.
WordPress Builders
We build our websites in WordPress with either Elementor Pro, Bricks or WordPress native themes. We have developer licences for Elementor Pro and Bricks. When you are on our maintenance plan, these licences will be included.
If you transfer away from our hosting and maintenance plan, then you will be responsible for acquiring and renewing your own licences.
Plugins
We often use plugins that offer increased functions for your website. Some of these plugins that we have a developer licence for will be included.
If your website requires a licensed plugin (that we don’t have a licence for) you will need to purchase and renew the licence.
If you transfer away from our hosting and maintenance plan, then you will be responsible for acquiring and renewing your own licences.
Support
Errors and problems related to functions, security, and updates are covered by your Hosting & Maintenance plan.
What is not included in my website maintenance?
Support for:
- Problems caused by client error
- Poor quality images
- Content mismanagement: accidental deletion of content/images
- Administration of users (unless security related)
Content Management
This depends on your build type and Hosting & Maintenance plan. If you have a static website, we can make minor content adjustments or if we have built you a dynamic CMS (content management system) you will be responsible for adding and managing content.
We also offer content management packages if you require ongoing support with adding/uploading content, and administering your website and users.
Packages & Billing
How do I pay for my Website Package?
We will send you an invoice for either the full amount or a deposit instalment. Once this is paid we will schedule your website discovery meeting – either via Zoom call or in person at our office in Holmfirth.
Do you have a payment plan for website packages?
For our Super Starter and Basic tier packages, we require one full payment. For our Standard and Premium tier packages, we can split payment into one or two instalments. Your website will not go live until full payment has been received.
How do I pay for my Hosting & Maintenance?
We will set you up on a payment plan through either:
Stripe
Paid with either credit or debit card. We will send you a link to sign up for your payment plan.
GoCardless
Paid via Direct Debit. We will send you a link to sign up for your payment plan.
We do not accept standing orders or pay as you go invoicing for this service.
Are there any additional costs?
Anything outside the scope of our packages can be quoted for upon request.
We try to be as transparent as possible so you will not be surprised by unexpected costs. If you find you need more pages or additional functions, we will provide you with a quote and or alternative options.
Can I cancel my website build?
You can cancel at any point of the website build. If you cancel once work has started on your website, then you would lose your deposit (or the value of the deposit if you have paid in full).
If you cancel before we start work, then you will be refunded, minus an administration fee of £45.
If you book a discovery session as part of a bespoke build and cancel outside the required 24 hours notice, you will receive a full refund. If you cancel within the 24 hours notice, and do not rebook, you will be refunded minus an administration fee of £25.
How do I pay for subscription services?
We will set you up on a payment plan through either:
Stripe
Paid with either credit or debit card. We will send you a link to sign up for your payment plan.
GoCardless
Paid via Direct Debit. We will send you a link to sign up for your payment plan.
We do not accept standing orders or pay as you go invoicing for this service.