The Client:  You – the company or individual requesting the services of Fhoke.

Fhoke: Us – the agency in which the Client proposes to work with (Fhoke Limited).


Fhoke will carry out work only where an agreement is provided either by email, telephone, mail or fax.  An ‘Order’ is deemed to be a written or verbal contract between Fhoke and the client, this includes telephone and email agreements.

Website Design

Whilst every endeavour will be made to ensure that the website and any scripts or programs are free of errors, Fhoke cannot accept responsibility for any losses incurred due to a malfunction caused by unforeseen circumstances.

The website, graphics and any programming code remain the property of Fhoke until all outstanding accounts are paid in full.

Fhoke cannot take responsibility for any copyright infringements caused by materials submitted by the Client. We reserve the right to refuse any material of a copyrighted nature unless adequate proof is given of permission to use such material.

Any additions to briefs provided will be carried out at the discretion of Fhoke. We reserve the right to charge an according amount for work carried out that is not outlined in the Order. Any chargeable work will be discussed with the Client and not undertaken until an initial payment has been made.

The Client agrees to make available as soon as is reasonably possible to Fhoke all materials required to complete the site to the agreed standard and within the set deadline.

Fhoke will not be liable for costs incurred, compensation or loss of earnings due to the failure to meet agreed deadlines.

Fhoke will not be liable or become involved in any disputes between the site owner and their clients and cannot be held responsible for any wrongdoing on the part of a site owner. E.g. Any disputes regarding content/images that have been provided to us for inclusion on the site.

Once a website has been designed and completed the final balance of payment is then due in accordance with our payment terms. There are no exceptions to this, i.e. If the Client decides they no longer want the site, as they have commissioned the work and paid a deposit they are still obliged to pay for the work that has been done. Non-payment will result in legal action being taken if necessary. Once full payment is received for a website, it is assumed that the project has been completed to the Clients satisfaction and no refunds can be offered.

Web Hosting

Direct Debit or standing orders on annual renewals may be requested at any time.

Late Payment of an account will lead to the following action being taken:

Costs are reviewed on a monthly basis based on the level of traffic, data and bandwidth usage. These costs will be increased if levels are deemed excessive.

Uptime & Maintenance to Bugs and Fixes
Fhoke’s server providers endeavour to provide 99.999% service uptime guarantee, however, Fhoke cannot accept commercial responsibility for any downtime in service or lost emails.

All support times are in line with working hours of Monday to Friday 8 am to 4 pm. Support will be provided within 24-48 hours of any issue arising unless an SLA has been agreed. Times will then fall in line with that agreement.

Our service providers carry out periodic health and wellness maintenance to our servers and data centre facilities which are generally labelled as Scheduled Maintenance. These actions sometimes cause periodic service disruption which they avoid whenever possible. Generally, such actions are conducted at off-peak hours to avoid any noticeable impact of service disruption. We are notified prior to an action being taken which we will notify customers of by email if deemed as a major disruption.

We would like to remind all customers that Scheduled Maintenance is a necessary and vital aspect of web hosting which ensures long term uptime and reliability of your site.

We understand some businesses require their own hosting. We will always recommend a preferred server set-up and although we can’t provide server maintenance which is your responsibility we can help support the site’s maintenance, as long as we have continued server access and the theme code hasn’t been altered by the Client.

Data Backups
We maintain current backups of your site’s data on a daily basis. These backups are performed daily generally at 3:00 am and weekly, Friday at 3:00 am.

We provide a backup service for your site, however, Fhoke cannot accept commercial responsibility for any data that is lost between these hours or failure of our backup mechanism. We will restore your site from backup without charge.

Fhoke will not be responsible for any damages your business may suffer. Fhoke makes no warranties of any kind, expressed or implied for services we provide. Fhoke disclaims any warranty or merchantability or fitness for a particular purpose. This includes loss of data resulting from delays, non-deliveries, wrong delivery, and any and all service interruptions caused by Fhoke, its employees, suppliers, customers or any third party.

We are not responsible for any claimed damages, which may result from our web servers going offline, or being unavailable for any reason. This includes damages which may result from the corruption or deletion of data. The client agrees to indemnify, defend and hold Fhoke, its directors and employees harmless from any incidental, indirect, direct, special, exemplary, punitive or consequential damages whatsoever, for loss of business profits, business interruption, loss of business information, or any other monetary loss arising out of the use of or inability to use our services, or the provision of or failure to provide services.

Termination and Suspension
You may terminate your hosting at any time by advising us via email that you wish to do so.

We may suspend any or all of your services where we have reason to suspect a violation of our terms and conditions whilst we investigate the suspected violation. We may suspend your services where we have reason to suspect that a script installed on your site is being abused whilst we investigate the suspected abuse.

Cancellation and Refund
Fhoke will accept a request to cancel a web hosting account and give a full refund to a new customer who requests such refund and cancellation within 5 days of ordering. Continued annual hosting fees paid upfront are non-refundable.

Database, Application and eCommerce Development

Fhoke cannot take responsibility for any losses incurred by the use of any software created for the Client. Whilst every care has been taken to ensure products are problem-free and accurate, the ultimate responsibility lies with the client in ensuring that all software is functioning correctly before use.

Where applications or sites are developed on servers not recommended by Fhoke, the client is expected to provide or seek any information, additional software, support or co-operation pertaining to the server required in order for the application to be correctly developed.

The Client is expected to test fully any application or programming relating to a site developed by Fhoke before being made generally available for use.  Where bugs, errors or other issues are found after the site is live, Fhoke will endeavour (but is not obliged to) to correct these issues to meet the standards of function outlined in the brief.

Website Optimisation

Due to external factors, such as changes to the way search engines rank websites, we cannot offer any guarantees regarding the position we will achieve for websites. The process of optimising websites itself will bring in more traffic and hits and you’ll see visits increase to your site naturally. We cannot accept liability for any change in rankings or drop off in the position of your website due to changes in the algorithms of the search engines or the factors that they use to rank websites.

Fhoke reserve the right to refuse to handle in any way, material which may be deemed offensive, illegal or in any way controversial.


Our code is compliant and will render in all modern browsers. Not all browsers work well with modern code so we do exclude old browsers from our testing. The latest versions of popular browsers are supported but previous versions are not. Although the site will still work in older browsers we do not offer full testing and support for these or user-based zoom settings, unless it is requested. If it is essential we will charge an additional fee for this.

Print Design

Fhoke cannot take responsibility for any copyright infringements caused by materials submitted by the Client. We reserve the right to refuse any material of a copyrighted nature unless adequate proof is given of permission to use such material.

The customer is fully responsible for final proof and layout approval prior to the printing process.

Fhoke is not liable for errors in a final product caused by any of the following reasons: Misspelling, Graphics, Grammar, Punctuation, Wrong cuts, Incorrect or Missing Folds, Finished Product Size.


An upfront payment of 35% of the total fee is due once the Client has returned a signed order.

The second payment of 35% is due once all graphical assets have been approved and signed off. These may include Wireframes, Designs to Page Templates and any Brand Assets, prior to the build.

A further 20% is required on completion of the build phase and before you, the Client will have access to UAT (user acceptance testing). The work will be displayed on a test location located with Us.

The client has a 30 day period to provide any bugs/fixes as well as entering any content the website needs. After this period has expired the final invoice stage of 10% becomes due and should be paid in full unless the website is ready for launch before that date, at which point the final 10% will be due.

Print Work
An upfront payment of 50% of the total fee is due once the Client has returned a signed order.

The remaining 50% becomes due and should be paid in full before the files are released.

Whilst any payment due under the agreement remains outstanding, Fhoke shall be entitled at its sole and absolute discretion to withhold provision of any goods or services it would otherwise be obliged to provide under the agreement.

Once a deposit is paid and work completed you are obliged to pay the balance of payment in full. Only once payment has been made in full can any work be released or websites set live. We will contact clients via email and telephone to remind them of such payments if they are not received when due.

Additional charges including but not limited to: stock photography; electronic commerce software; online transaction processing solutions; domain name registration; web space; Internet connection provided by third parties are non-refundable.

All payments by cheque, bankers draft or money order must be made in pounds sterling.


Although we endeavour to test our work thoroughly, some bugs may slip through the net. Bugs are generally fixed for free where we host the website and the code hasn’t been altered by you the client. If the code has been altered in any way a charge will apply to fix the issue. If a bug is found please notify us as soon as possible and we will endeavour to fix the issue within 48 hours, Monday to Friday.

For updates or adding features we can support the site going forward:

  1. Additional layouts or functionality are chargeable at £100 per hour (+ VAT where applicable), with a minimum charge of 1 hour.
  2. A monthly retainer fee can be agreed. This will need to be agreed in principle and monitored over a few months making sure we are not charging too much or too little. This retainer can be used for any image creation and additions or new features to the site. Hours can be accumulated for up to 3 months at a time and a monthly breakdown of hours spent will be supplied.

Passing of Rights

Once all amounts due to us from you are paid and cleared you are assigned the rights to use, as applicable, the products and services, including, the web site which includes the theme, text, graphics, animation, and digital components contained within the finished web site, in accordance with these terms and conditions.

No such rights as described above will pass until all amounts due to us from you are paid.

The rights to photographs, graphics and any third party items such as source code and plugins, always remain the property of their respective owners.

Proposal System

In the case of our proposal system once all amounts due to us from you are paid and cleared you are assigned the rights to use the system as it is intended, but you are not assigned the rights to re-sell, modify or re-distribute the system in any way.

Slate Framework

Our bespoke WordPress themes are built on a framework we have created called Slate. This is a framework we own the rights to, you are not assigned the rights to re-sell, modify or re-distribute the framework in any way. We create a modified copy of this framework to run your theme which you own the rights to once all amounts due to us from you are paid.


Any web page; design or entire site designed by Fhoke carries a copyright, and cannot be reproduced without written consent. The placing of an Order by the Client or another person/Agency on behalf of the Client constitutes a guarantee that all necessary authority and permissions have been obtained in respect of the artwork, design and photographs, for use in the advertisement. The Advertiser/customer must indemnify Fhoke in respect of all actions; proceedings; costs demands and claims arising from any such breach.


On completion of work, the deliverables will be sent to the client by email for approval. Upon written approval by the client, the deliverables will be supplied by the most convenient means. Where the client’s site is being hosted by a third party, Fhoke reserve the right to delay uploading of deliverables until full payment has been received.


In the event that the client is not satisfied with the design of their site, Fhoke will endeavour to meet the clients brief and expectations through collaboration between the client and themselves with no additional charge.


Cancellations must be made in writing (either by email or post) to your account manager before the initial project payment has been made. Once the initial payment has been made it is deemed as non-refundable due to time spent on the project by Fhoke.

Acceptance of Conditions

The signing of an Order or the Initial Deposit will confirm acceptance of the aforementioned conditions.


These conditions and all other express terms of contract shall be governed and construed in accordance with the laws of England.

Your Privacy

We do not share or sell any of your details with third-party companies, without your express permission and we will only email you or contact you about work-related matters.

Complaints Procedure

Informal Complaints Procedure
Anyone who experiences a problem with their web service provided by Fhoke should raise the matter directly using our online contact form to do so, giving sufficient information to locate the material (such as an URL) and clearly outlining the grounds for complaint.

Fhoke will take reasonable steps to approach the individual responsible for the material in question with a view to resolving the matter to the satisfaction of the complainant.

Formal Complaints Procedure
The formal complaints procedure should only be used where the Client feels that the nature of the complaint is too serious to be dealt with informally, or where a satisfactory conclusion has not been reached after following the informal procedure.

A formal complaint should be made in writing to Fhoke, who will acknowledge receipt and ensure that the matter is looked into as soon as possible.

An initial response to any complaint can be expected within seven days of its receipt; a full and considered response to the complaint should be completed within 30 days and any subsequent remedy implemented with the minimum of delay.

Start a project