Terms and Conditions

Great Big Small

Terms and Conditions

Please read these Terms and Conditions carefully. They form the basis of any agreement between you, the client, and Great Big Small.

We have kept them as clear and straightforward as possible. If anything is unclear, please ask before agreeing to a project, retainer, support plan or on-demand work.

1. Terminology

You / the Client means the person, business or organisation instructing us.
We / Us / the Company means Great Big Small.
The Project means the agreed body of work, which may include website design, website development, social media content, branding, graphic design, SEO, blogging, hosting, support, consultancy, paid advertising or other digital marketing services.
Reactive Work means work carried out in response to requests from the Client, rather than work planned in advance.
On-Demand Work means ad hoc work requested outside of an agreed monthly package, project scope or retainer.

2. What You Agree To

The Client agrees to:

1. Provide everything we reasonably need to complete the work, including text, images, logins, access details, brand assets, approvals and relevant business information.
2. Provide content and assets in the format requested.
3. Review work, provide feedback and approve work in a timely manner.
4. Make every effort to stick to agreed deadlines.
5. Pay invoices according to the agreed payment schedule.
6. Tell us in advance if any information shared with us is confidential.
7. Give at least one month’s written notice to cancel any ongoing service, unless a different notice period has been agreed in writing.
8. Understand that reactive retainers and on-demand support depend on information, access and approval being provided by the Client. We cannot be responsible for delays or inaction where we are waiting for content, feedback, login details, access or approval.
9. Ensure all text, images, videos, logos, trademarks, brand assets or other materials supplied to us are either owned by the Client or used with proper permission.
10. Keep website, hosting, plugin, domain, third-party platform and account login details secure.

3. What We Agree To

Great Big Small agrees to:

1. Carry out services in a professional and timely manner.
2. Make every reasonable effort to meet agreed deadlines.
3. Keep communication clear, friendly and practical.
4. Provide a reasonable number of revisions within the agreed project scope. Unless otherwise agreed, this includes up to two major rounds of revisions.
5. Let you know if a request falls outside the agreed scope, package or retainer before carrying out chargeable extra work.
6. Maintain up-to-date skills and knowledge through regular research, training and real-world practice.
7. Treat your business information with care and confidentiality.

4. Reactive and On-Demand Work

Reactive and on-demand work includes tasks requested as needed, such as website edits, landing pages, design changes, email updates, social media graphics, SEO updates, blogs, content amendments, technical fixes, campaign changes or other digital support.

Reactive work is not the same as guaranteed instant support. We will always do our best to respond quickly, but turnaround times depend on:

• The size and urgency of the request
• Our current workload
• Whether we have all the information and access needed
• Whether third-party systems are involved
• Whether the request falls within your package or is chargeable separately

Unless agreed otherwise, reactive and on-demand work is handled during normal working hours.

Urgent requests, same-day work, evening work, weekend work or work outside an agreed package may be charged at an additional rate.

5. Retainers, Monthly Packages and Support Plans

Monthly retainers or support plans cover the services listed in your agreed proposal, order confirmation or package description.

Unused time, tasks or content from one month does not automatically roll over unless agreed in writing.

Retainers do not include unlimited work. If your requests exceed the agreed package, we will let you know and quote for the additional work.

If you do not provide the content, feedback or access required for us to complete the agreed monthly work, the full monthly fee still applies.

6. Website Design and Development

We build websites to work across modern browsers and devices, including desktop, tablet and mobile.

However, we cannot guarantee long-term compatibility with every browser, platform, device or software version, especially where third-party providers release updates or changes.

We do not guarantee compatibility with outdated, unsupported or obsolete browsers.

A website will not usually go live until final payment has been received, unless agreed otherwise in writing.

7. Website Updates, Plugins and Third-Party Tools

Websites often rely on third-party tools, plugins, themes, APIs, payment systems, booking systems, hosting providers, email platforms and social media platforms.

We are not responsible for faults, downtime, bugs, changes, price increases, feature removals or service interruptions caused by third parties.

Where third-party tools require updates, testing, licences or additional development, this may be chargeable unless covered by an agreed support plan.

8. SEO, Google Ranking and Marketing Results

We use best practice, experience and strategy to improve visibility, performance and enquiries.

However, we cannot guarantee specific Google rankings, traffic levels, sales, leads or social media growth.

Search engines, social platforms and advertising platforms change constantly. Results depend on many factors, including competition, budget, website quality, consistency, industry demand, user behaviour and third-party algorithm changes.

9. AI-Assisted Work

Where appropriate, we may use AI tools to support research, planning, drafting, automation, SEO, content creation or workflow efficiency.

AI is used as an assistant, not a replacement for human judgement. All client-facing work is reviewed, refined and guided by our experience.

The Client remains responsible for checking factual accuracy, legal claims, industry-specific statements and any regulated information before publication.

10. Content, Copywriting and Images

Unless agreed in writing, we are not responsible for writing or inputting text copy.

Any images supplied by the Client should be high quality and suitable for digital use. If we need to source stock images, photography, fonts, icons, plugins or other paid assets, these may be charged separately.

The Client confirms they have the right to use all content, images, graphics, logos, videos, trademarks and other materials supplied to us.

The Client agrees to protect Great Big Small from any claim relating to materials supplied by the Client without proper permission.

11. Approvals and Delays

We are not responsible for missed deadlines, delayed launches or delayed campaigns where the Client has not supplied required information, content, access, feedback or approval on time.

Once work has been approved, any further changes may be chargeable.

12. Payments

All payment schedules will be agreed before work begins.

Deposits, staged payments, monthly retainers and final balances must be paid according to the agreed terms.

Late payment may delay work, website launch, support, posting, access or delivery of files.

Great Big Small reserves the right to pause work where invoices remain unpaid.

13. Cancellation

Project cancellation terms will be set out in the relevant proposal or order confirmation.

For ongoing retainers, subscriptions or support plans, the Client must give at least one month’s written notice unless agreed otherwise.

Work already completed, scheduled or committed remains chargeable.

14. Copyright and Ownership

Once final payment has been received, the Client owns the final approved work created specifically for them, excluding third-party software, plugins, fonts, stock assets, licences, frameworks, code libraries or tools owned by others.

Great Big Small may retain copies of project files for record-keeping, portfolio and support purposes.

Great Big Small reserves the right to include a small, unobtrusive credit link on websites we design or build.

We also reserve the right to display completed work in our portfolio, website, social media, case studies or marketing materials, unless the Client asks us not to before the project goes live.

15. Confidentiality and Data

We will treat confidential information with care and store data securely where reasonably possible.

Both parties agree to follow relevant UK data protection requirements.

The Client is responsible for ensuring their own website privacy policy, cookie policy, data capture forms, email marketing permissions and customer data processes are legally compliant.

16. Liability

We will always aim to provide reliable, professional work. However, Great Big Small is not liable for loss of profits, loss of business, loss of data, lost savings, reputational damage or indirect losses caused by website issues, platform downtime, third-party tools, plugin failures, hosting problems, cyber incidents or marketing performance.

The Company cannot guarantee that any website, plugin, function, platform, integration or digital service will always be error-free.

17. Hosting, Domains and Email

Where we help with hosting, domains or email, these may rely on third-party providers.

The Client is responsible for renewing domains, hosting, licences, email accounts and subscriptions unless we have specifically agreed to manage these as part of a package.

We are not responsible for loss of service caused by expired domains, unpaid hosting, third-party outages, DNS changes, email provider issues or incorrect account details.

18. Legal Jurisdiction

These Terms and Conditions are governed by English law and the courts of England and Wales.

If any part of these terms is found to be invalid or unenforceable, the remaining terms will still apply.

19. Changes to These Terms

Great Big Small may update these Terms and Conditions from time to time.

The latest version will be available on our website.