Last updated: 4 August 2026

1. Introduction

These Terms and Conditions (“Terms”) govern the provision of services by Top 1 Web Agency (“Top 1 Web Agency”, “we”, “us” or “our”) to our clients (“you” or “your”).

By requesting, purchasing or engaging us to provide services, you agree to these Terms.

These Terms apply to all services provided by Top 1 Web Agency unless different terms have been agreed with you in writing.

Entity Name: Top 1 Web Agency
Email: hello@top1webagency.com
Phone: 020 3488 6511

2. Our Services

Top 1 Web Agency provides digital technology, creative, marketing and business support services, which may include:

Web Design & Development – Website design, development, redesign, WordPress development, responsive websites, landing pages and website maintenance.
Mobile App Development – Design and development of mobile applications for businesses and organisations.
Custom Software & Business Systems – Bespoke software, internal business systems, workflow solutions, databases, dashboards and business process automation.
AI Business Solutions – Artificial intelligence solutions designed to improve business processes, productivity, automation and decision-making.
AI Chatbot Development – Development and integration of AI-powered chatbots and conversational systems for websites, customer service and business operations.
Virtual Assistance – Virtual administrative, customer service, business support and other remote assistance services.
Digital Marketing & SEO – Search Engine Optimisation, local SEO, digital marketing campaigns, lead generation, online advertising and related marketing services.
Social Media Management – Social media strategy, content creation, scheduling, account management, engagement and social media marketing.
Branding & Graphic Design – Branding, logos, visual identity, marketing materials, digital graphics, business cards, brochures and other creative design services.
Creative Media Production – Photography, video production, video editing, promotional content, digital media and other creative production services.
E-commerce Solutions – E-commerce website development, online shops, product catalogues, payment integrations, shopping functionality and related solutions.
Hosting & Website Security – Website hosting, domain-related services, SSL certificates, website security, backups, monitoring and related technical services.
Digital Consulting & Ongoing Support – Digital strategy, technology consulting, website support, business technology advice, troubleshooting, maintenance and ongoing technical assistance.

The exact services, deliverables, specifications, timescales and fees applicable to a particular project or service will be confirmed in the relevant proposal, quotation, invoice, statement of work or other written agreement.

We may use third-party software, platforms, APIs, hosting providers, artificial intelligence services, plugins, themes and other technologies when delivering our services.

3. Proposals and Quotations

Where appropriate, we will provide a written proposal or quotation setting out the services to be provided and the associated fees.

Unless otherwise stated, quotations are valid for 30 days from the date issued.

A quotation is not a guarantee that the project will commence until it has been formally accepted and any required deposit or initial payment has been received.

Where the requirements of a project change after a quotation has been accepted, we may revise the price and/or delivery timescale.

4. Formation of a Contract

A contract between Top 1 Web Agency and the client may be formed when one or more of the following occurs:

You formally accept our proposal or quotation.
You instruct us in writing to commence work.
You make a required deposit or initial payment.
You purchase or subscribe to one of our services.
You otherwise confirm your acceptance of the agreed services.

By proceeding with the work, you acknowledge that these Terms apply to the services unless otherwise agreed in writing.

5. Client Responsibilities

You agree to:

Provide accurate and complete information required for the services.
Provide content, images, logos, documents and other materials when required.
Provide access to relevant websites, hosting accounts, domains, social media accounts, software and other systems.
Provide feedback and approvals within a reasonable timeframe.
Ensure that information and materials provided to us are lawful and accurate.
Ensure that you have the necessary rights and permissions to use materials supplied to us.
Maintain appropriate access credentials and account security where accounts remain under your control.
Inform us promptly of any changes that may affect the project.

We are not responsible for delays caused by the client failing to provide information, materials, access, feedback or approvals.

6. Website Design & Development

Where we provide website services, we will develop the website according to the agreed specification.

The scope of work will be determined by the relevant proposal, quotation or statement of work.

Additional functionality or requirements outside the agreed scope may incur additional charges.

You are responsible for reviewing the website before final approval and ensuring that all information, prices, contact details, legal notices and other content are accurate.

7. Mobile App Development

Mobile applications will be developed according to the agreed specification.

App development may involve third-party platforms, APIs, app stores, payment providers, hosting services and other technologies.

We cannot guarantee that an application will be accepted by Apple App Store, Google Play or another third-party platform where approval is required.

Third-party platform requirements, policies and technical changes may require additional development work.

Any app-store developer accounts, licences, subscriptions or third-party services are the client’s responsibility unless otherwise agreed.

8. Custom Software & Business Systems

Where we develop custom software, systems, databases, dashboards or automation solutions, the functionality will be based on the agreed specification.

Changes to requirements after development has commenced may require additional development time and charges.

Unless expressly agreed otherwise, we do not guarantee that a custom system will be compatible with every third-party platform or future version of software.

You are responsible for ensuring that business processes, data and information supplied to us are accurate.

9. AI Business Solutions and AI Chatbots

Our AI services may involve artificial intelligence models, APIs, software platforms and third-party providers.

AI-generated outputs can occasionally be inaccurate, incomplete, outdated or inappropriate.

Unless specifically agreed otherwise, you remain responsible for reviewing and approving AI-generated content or outputs before relying on them for business, financial, legal, medical or other significant decisions.

We do not guarantee that AI systems will always provide accurate or error-free responses.

AI systems may also be affected by changes to third-party models, APIs, pricing, availability, usage limits or policies.

Where an AI solution processes personal data, the client remains responsible for ensuring that its intended use complies with applicable data protection and other relevant laws.

10. Virtual Assistance

Virtual Assistance services may include administrative support, customer service, research, data entry, scheduling, content support and other agreed business support activities.

The exact tasks and hours included will be specified in the relevant agreement or package.

Virtual assistants will not be expected to perform unlawful, unsafe or inappropriate activities.

Unless expressly agreed otherwise, virtual assistants are not authorised to enter legally binding contracts, make financial commitments or make business decisions on behalf of the client.

The client remains responsible for supervising and approving business-critical work.

11. Digital Marketing and SEO

SEO and digital marketing are ongoing activities influenced by many factors outside our control.

We do not guarantee:

Specific Google or search engine rankings.
A specific number of website visitors.
A specific number of leads.
A specific number of sales.
A specific level of revenue.
A specific advertising return.
A particular timeframe for achieving results.

Search engines, advertising platforms and social media platforms regularly change their algorithms, policies and systems.

We will use reasonable professional efforts when providing marketing and SEO services but cannot guarantee specific results.

12. Social Media Management

Where we provide social media services, the agreed package will determine the platforms, content volume, posting frequency and services included.

We cannot guarantee:

A particular number of followers.
Engagement levels.
Viral content.
Leads or sales.
Advertising performance.
Continued availability of a social media account.

Third-party social media platforms may suspend, restrict, modify or terminate accounts without our control.

13. Branding & Graphic Design

Design services will be provided according to the agreed brief.

Unless otherwise specified, reasonable revisions may be included within the agreed project scope.

Significant changes to an approved concept or additional design requirements may incur additional charges.

Where third-party fonts, images, templates or other licensed materials are used, their licence conditions will apply.

14. Creative Media Production

Creative media services may include photography, video production, editing, promotional videos, digital content and related services.

The agreed quotation will specify the deliverables where applicable.

Unless otherwise agreed, the client is responsible for providing suitable access to locations, people, products and other materials required for production.

Third-party music, stock footage, photography, fonts and other licensed content may be subject to separate licence restrictions or charges.

15. E-commerce Solutions

Where we develop e-commerce websites or systems, we will provide the agreed functionality and integrations.

We do not guarantee:

A particular level of sales.
A particular conversion rate.
Payment-provider approval.
Marketplace approval.
Compatibility with every third-party payment method.
Continued operation of third-party integrations.

The client remains responsible for its products, pricing, stock, shipping arrangements, refunds, taxes, legal notices, customer service and compliance with applicable laws.

16. Hosting, Domains & Website Security

Where hosting, domains, SSL certificates, backups, security or monitoring are included, the scope will be specified in the relevant agreement.

Domain names remain subject to the rules of the relevant registrar and domain authority.

We cannot guarantee that a domain name will remain available.

No website can be guaranteed to be completely secure.

We will take reasonable measures where security services are included, but we are not responsible for security incidents caused by factors outside our reasonable control, including third-party vulnerabilities, compromised credentials, hosting failures or client modifications.

17. Third-Party Services

Our services may depend on third-party providers, including:

Google.
Meta.
Apple.
Microsoft.
WordPress.
Elementor.
Hosting providers.
Domain registrars.
Payment providers.
AI providers.
Software platforms.
APIs.
App stores.
Analytics providers.
Advertising platforms.
Social media platforms.

We are not responsible for third-party outages, changes, restrictions, price increases, policy changes, algorithm changes, account suspensions or discontinuation of services.

Third-party subscriptions and licences may be charged separately.

18. Intellectual Property

Unless otherwise agreed in writing, ownership of original work specifically created for the client will transfer to the client once all invoices relating to that work have been paid in full.

This transfer does not include third-party or pre-existing materials, including:

Software.
Frameworks.
Plugins.
Themes.
Templates.
APIs.
AI models.
Stock images.
Fonts.
Licensed content.
Open-source software.
Pre-existing Top 1 Web Agency materials.
Proprietary tools, systems or processes.

Such materials remain subject to their respective ownership and licence terms.

19. Client Materials

You confirm that you have the necessary rights and permissions to provide and use any material supplied to us.

This includes photographs, images, text, videos, logos, music, fonts, software and other intellectual property.

You remain responsible for claims arising from materials supplied by you where such claims result from infringement or unlawful use.

20. Portfolio and Marketing

Unless you request otherwise in writing, we may display completed work created for you in our portfolio, website, social media and marketing materials for the purpose of demonstrating our services.

We will not knowingly disclose confidential business information as part of such promotion.

If you require confidentiality or do not want your project displayed publicly, please notify us in writing.

21. Payments

Fees will be stated in the relevant proposal, quotation, invoice or agreement.

Unless otherwise agreed:

Deposits or advance payments may be required before work begins.
Invoices must be paid by the stated due date.
Work may be suspended where payments are overdue.
Third-party costs may be payable separately.
VAT will be charged where applicable.

22. Late Payments

Where an invoice remains unpaid after the due date, we may suspend services until payment is received.

We reserve the right to recover reasonable costs associated with recovering unpaid amounts.

For qualifying business-to-business debts, we may also charge statutory interest and compensation in accordance with applicable UK legislation.

23. Changes and Additional Work

Requests outside the agreed scope may be treated as additional work.

Additional work may include:

Additional website pages.
Additional functionality.
New integrations.
Additional software development.
Additional app features.
Additional AI functionality.
Additional marketing campaigns.
Additional design concepts.
Additional content.
Additional support hours.

We will, where reasonably possible, confirm additional costs before carrying out substantial additional work.

24. Project Delays

We will make reasonable efforts to meet agreed deadlines.

However, deadlines may change where delays are caused by:

Client feedback.
Missing content.
Delayed approvals.
Third-party services.
Technical issues.
Changes to project requirements.
Events outside our reasonable control.

We will communicate material delays where reasonably possible.

25. Cancellation by the Client

You may request cancellation of a project or ongoing service by contacting us in writing.

If work has already commenced, you may be required to pay for work completed up to the cancellation date.

Deposits or advance payments may be non-refundable where they have already been allocated to work, development, resources, third-party services or other project costs.

For recurring services, the cancellation and notice terms contained in your individual agreement will apply.

Nothing in these Terms affects statutory rights that cannot legally be excluded.

26. Suspension or Termination by Top 1 Web Agency

We may suspend or terminate services where:

Payments remain overdue.
You materially breach these Terms.
You provide unlawful instructions.
You request fraudulent or deceptive activity.
You misuse our services.
You repeatedly fail to provide required information or approvals.
Your conduct towards our staff, contractors or suppliers is abusive, threatening or inappropriate.
Continuing the service would create a significant legal, security or reputational risk.

Where appropriate, we will provide reasonable notice before termination.

27. Refunds

Refunds will be considered in accordance with applicable UK law and the circumstances of the service.

Where services or development work have already been completed, payment for that work will generally not be refundable.

Where a deposit has been used to cover completed work, committed resources or non-refundable third-party costs, those amounts may be retained.

Nothing in these Terms removes any consumer rights that cannot legally be excluded.

28. Data Protection

We may process personal information while providing our services.

We will handle personal data in accordance with applicable UK data protection legislation.

Where we process personal data on behalf of a client as a data processor, the relevant responsibilities and requirements may be documented separately where required.

Our Privacy Policy explains how Top 1 Web Agency processes personal information.

29. Confidentiality

Both parties agree to keep confidential information received from the other party confidential and not disclose it except where:

Disclosure is required by law.
Disclosure is necessary to provide the services.
Permission has been provided.
Disclosure is necessary to protect legal rights.
Disclosure is necessary to prevent fraud, security risks or unlawful activity.

This obligation does not apply to information that is already publicly available or lawfully obtained from another source.

30. AI, Automation and Third-Party Technology

Some services may use artificial intelligence, automation, machine learning, APIs or other emerging technologies.

Technology may change rapidly and third-party providers may modify their systems, pricing, functionality or availability.

We will use reasonable efforts to maintain agreed solutions but cannot guarantee uninterrupted operation of third-party technology.

Where a third-party technology becomes unavailable or materially changes, we may propose an alternative solution or additional development work.

31. Client Account and Credential Security

Where we are given access to client accounts, you remain responsible for maintaining appropriate ownership and control of those accounts.

We recommend the use of strong passwords and multi-factor authentication.

You should notify us immediately if you suspect that an account or credential has been compromised.

We will take reasonable steps to protect credentials provided to us, but cannot be responsible for compromises caused by circumstances outside our reasonable control.

32. Backups and Data

Where backups are specifically included within a service, we will carry them out according to the agreed schedule.

Unless expressly agreed otherwise, clients should maintain their own independent copies of important business data.

We do not guarantee that every piece of data can be recovered following a technical failure, cyberattack or other incident.

33. Limitation of Liability

To the fullest extent permitted by law, Top 1 Web Agency will not be liable for indirect or consequential losses, including loss of:

Profit.
Revenue.
Sales.
Business.
Customers.
Goodwill.
Anticipated savings.
Data.

Nothing in these Terms excludes or limits liability for matters that cannot legally be excluded or limited, including death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

Subject to the above, our total liability relating to a particular service will generally be limited to the amount paid by the client for that service, unless otherwise required by law or agreed in writing.

34. Force Majeure

We will not be liable for delays or failure to provide services caused by circumstances outside our reasonable control.

These may include:

Internet or telecommunications failures.
Hosting outages.
Cyberattacks.
Software failures.
Third-party platform outages.
Power failures.
Natural disasters.
Government action.
Industrial disputes.
Serious technical failures.
Other events outside our reasonable control.

We will take reasonable steps to minimise the impact where possible.

35. Compliance and Lawful Use

You agree not to use services provided by Top 1 Web Agency for unlawful, fraudulent, abusive, deceptive or malicious activities.

This includes using websites, software, AI systems, marketing services, hosting or other services to:

Commit fraud.
Facilitate unlawful activity.
Distribute malicious software.
Violate intellectual property rights.
Conduct unlawful surveillance.
Mislead or deceive consumers.
Breach applicable laws or regulations.

We reserve the right to refuse or suspend work where we reasonably believe services are being used unlawfully.

36. Complaints

If you have a complaint or concern regarding our services, please contact us as soon as possible.

We will endeavour to investigate and resolve complaints fairly and within a reasonable timeframe.

Email: hello@top1webagency.com
Phone: 020 3488 6511

37. Changes to These Terms

We may update these Terms from time to time to reflect changes to our services, technology, business practices or applicable legal requirements.

The latest version will be published on our website.

The version applicable to a particular project will generally be the version in force when the relevant agreement was entered into, unless otherwise agreed.

38. Governing Law

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

Any dispute arising from or relating to these Terms will be subject to the jurisdiction of the courts of England and Wales, unless applicable law requires otherwise.

39. Entire Agreement

These Terms, together with any proposal, quotation, statement of work, invoice or other written agreement between Top 1 Web Agency and the client, constitute the agreement governing the relevant services.

If there is a conflict between these Terms and a specific written agreement, the specific written agreement will take precedence for the relevant service.

40. Contact Us

Top 1 Web Agency