Who we are and who these terms are for
eCom Pro is a trading name of E Commerce Professionals Limited, a company registered in England and Wales with company number 12563051. Registered office 13 White's Row, London E1 7NF. Trading address 1-2 Bunyan Road, Hitchin, Hertfordshire SG5 1NL. Email [email protected], phone 0345 548 0072.
Our services are for businesses. By ordering you confirm you are acting for a business and not as a consumer.
Prices, VAT and payment
- All prices are plus VAT at the current rate.
- Monthly plans are billed monthly in advance by card or Direct Debit. One off work is invoiced as set out in your order and payable within 14 days of the invoice unless your order says otherwise.
- Prices are not locked. We may change the price of a monthly plan by giving you at least 30 days' notice by email. If you do not accept a change, you can cancel before it takes effect, even inside a minimum term.
- If a payment is more than 14 days late, we may suspend the services after giving you notice. We may charge interest on late invoices under the Late Payment of Commercial Debts (Interest) Act 1998.
- Advertising spend is paid by you directly to Google, Meta and other platforms and is not included in our fees.
Pay monthly websites
- Pay monthly websites run on a 12 month minimum term from the day the website goes live, then continue month to month.
- After the minimum term, either of us can end the plan with 30 days' notice by email.
- The website design, theme and code are licensed to you while your plan is active. Your domain name, your content, your product data and your customer data remain yours, and we export them for you when the plan ends.
- If you would like to keep the website itself when the plan ends, ask us and we will quote a buyout.
- Every pay monthly website takes card payments through eCom Pay. Your eCom Pay merchant agreement is separate and has its own terms.
Free websites
Free websites are provided while your card payments run through eCom Pay, as set out in our free website terms, which form part of these terms.
AI website builder
- The AI website builder is a monthly subscription at the price shown when you sign up, plus VAT, with any add ons you choose at checkout billed together as one subscription.
- Your website is set up automatically when you subscribe so you can start building straight away. Access to AI features that use an API key is switched on after a short intro call with our team.
- You can cancel at any time from your account or by email. Cancellation takes effect at the end of the current billing month and is not refunded for part months.
- You are responsible for the content you create and publish with the builder.
AI chatbot and AI page builder add ons
- Each plan includes a monthly allowance, for example a number of conversations or pages. Unused allowance does not roll over. Top ups can be bought from your control panel.
- When a chatbot allowance runs out, the chatbot switches to a simple enquiry form until the allowance renews or you top up, so your website keeps working.
- Pages written by the AI page builder publish to your website when you choose. You are responsible for checking and approving what you publish. Each page includes up to 3 revisions.
- AI can make mistakes. You are responsible for training the chatbot with accurate information about your business and for correcting answers in your control panel.
- Add ons are monthly and can be cancelled with 30 days' notice, unless your order says otherwise.
Hosting, security and updates
Where hosting is included, we host your website, keep WordPress, the theme and plugins updated, take regular backups and monitor security. We aim to keep your website available at all times but cannot guarantee uninterrupted service, for example during maintenance or problems with third party providers. We restore from backup where something goes wrong.
Growth services
SEO, AI search optimisation, advertising management and social media services are provided as described in your order. Results depend on many things outside our control, including search engines, AI platforms and your market, so we do not guarantee rankings, recommendations, traffic or sales. We report on the work every month.
AI services and custom development
AI implementation, automation, Claude app development and custom work are scoped in a written proposal with a fixed quote before work starts. The proposal sets out what we will deliver, the timescale and the payment stages. Changes to the scope are quoted before we do them.
Your responsibilities
- Give us accurate information and the content, logins and approvals we need, on time.
- Make sure the content you supply, and the products or services you sell, are lawful and that you have the right to use them.
- Follow our acceptable use policy.
- Keep your own logins secure and tell us straight away if you think they have been compromised.
Card payments and eCom Pay
Card payments are provided by eCom Pay under its own merchant agreement. We prepare and review your website alongside your application, but approval is decided case by case and is never guaranteed. Approval times depend on how quickly the documents are received.
Intellectual property
You own the content you supply. We own the themes, plugins, tools and code we create, and license them to you for your website while your plan is active. Anything we build specifically for you under a custom development proposal is owned as set out in that proposal.
Data protection
Where we process personal data for your website, we act as your processor and handle it only on your instructions, as described in our privacy policy. A data processing agreement is available on request.
Liability
Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law. Subject to that, we are not liable for loss of profit, revenue, business, goodwill or data, or for indirect loss. Our total liability in any 12 months is limited to the fees you paid us for the service concerned in those 12 months.
Ending the services
Either of us may end the services straight away by notice if the other seriously breaches these terms and does not put it right within 14 days of being asked, or becomes insolvent. When services end, we export your domain, content and data on request and then take the website offline.
Complaints and disputes
If something is not right, please follow our complaints procedure so we can put it right quickly. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.
Changes to these terms
We may update these terms. We will email clients at least 30 days before a change that affects them takes effect.