Applies to
Customers purchasing or using Newt Labs services, including one-off work, care plans, hosting, support and website projects.
Legal
Terms of Service
These terms explain how Newt Labs provides WordPress support, maintenance, hosting, one-off services, audits, and related website work.
They set out how services are agreed, what we need from you, how payments and plans work, and what limits apply when third-party tools, hosting providers, plugins, or other systems are involved.
These terms should be read alongside any relevant service page, proposal, Scope of Service, Refund Policy, Privacy Policy, or separate written agreement.
Last updated
08 October 2026
Questions
If anything is unclear, please contact Newt Labs before purchasing or using a service.
Contact Newt Labs →Quick summary
The key points in plain English
These terms are here to keep things clear before work starts, while work is underway, and during any ongoing service relationship.
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Work is based on what has been agreed
Services are provided based on the agreed quote, plan, scope, checkout details, proposal, or written approval.
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Some requests may need a revised quote
If a request changes, expands, or turns out to be more involved than expected, we may pause and recommend a different route.
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We need the right access and information
Work may depend on you providing accurate details, approvals, content, feedback, billing information, or access to your website and related accounts.
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Third-party systems can affect the work
Hosting providers, plugins, themes, domains, email platforms, payment systems, APIs, and other tools can affect what is possible and how long things take.
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Ongoing services have fair use limits
Care plans, hosting, support, and recurring services are designed for reasonable use within the plan or agreement in place.
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This summary is only a guide
The full terms below provide more detail. If anything is unclear, please ask before purchasing, approving, or using a service.
Ask a question →Coverage
What these terms cover
These Terms of Service set out the general terms under which Newt Labs Ltd (company number 11777807) provides services to customers.
They apply to WordPress support, maintenance, hosting, one-off services, audits, website projects and related work, unless we agree different terms in writing.
When you place an order or accept a quote, proposal or other service agreement, these Terms of Service form part of that agreement where they have been made available to you before you agree. The specific service details and any additional written terms also apply.
WordPress support and troubleshooting
Help with website issues, technical problems, support requests, and practical advice.
One-off services
Fixed or agreed pieces of work such as website repairs, malware removal, speed optimisation, website changes, and similar services.
Care plans and recurring services
Ongoing maintenance, security, performance, support, hosting, and related monthly or recurring services.
Audits, reviews, and consultations
Website checks, support reviews, technical advice, and recommendations based on the information available at the time.
Website projects and broader work
Larger changes, rebuilds, redesigns, development work, or project-based support where agreed separately.
Need specific service detail?
For more detail on what is included in specific services, see the Scope of Service.
View Scope of Service →Specific terms
Some services may have extra terms
These Terms of Service set the general rules for working with Newt Labs. Some services, plans, projects, or partner arrangements may also include extra terms that are more specific to that work.
Where that happens, those service-specific terms should be read alongside these Terms of Service.
Separate written agreements
If we agree separate written terms for a particular service or project, those terms take priority where they conflict with these Terms of Service, unless the agreement states otherwise.
Service pages and plan details
The relevant service or plan page may explain what is included, what is not included, and how that service works.
Proposals, quotes, and project scopes
A written quote, proposal, or agreed project scope may include extra details about deliverables, timings, approvals, fees, or responsibilities.
Other legal or policy pages
The Scope of Service, Refund Policy and Data Processing Addendum may apply to the services we provide. Our Privacy Policy, Terms of Use, Cookies Policy and Affiliate Agreement cover their respective subjects.
Data Processing Addendum
Where we process customer-controlled personal data on your behalf, our Data Processing Addendum applies. It takes priority where there is a conflict relating to that data processing, as explained in the Addendum.
Scope and approval
How work is agreed and scoped
Work is based on what has been agreed before the work begins. This may be a service, quote, plan, proposal, checkout detail, project scope, or written approval.
This helps keep expectations clear for both sides, especially where a request starts as a one-off task, support request, audit, hosting change, or project.
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The agreed scope matters
We use the agreed scope to decide what is included, what is not included, and what outcome we are working towards.
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Requests can change once reviewed
Some issues are more complex once we inspect the website, hosting, plugins, theme, code, or third-party systems involved.
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Larger work may need a different route
If the request changes, expands, or turns out to be outside the agreed scope, we may pause and recommend a revised quote, a different service, or a separate project.
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Approval for additional work
If a request involves work or costs outside the agreed scope, we will seek your approval before carrying out that additional chargeable work, unless we have agreed another arrangement with you.
One-off services need clear boundaries
For one-off services, the agreed scope is especially important because the work is usually based on a specific issue, task, or outcome.
See the Scope of Service →Customer responsibilities
What we need from you
To provide the service properly, we may need clear information, timely access, approvals, content, feedback, and up-to-date billing details.
You are responsible for making sure the information you provide is accurate and that you have permission to request work on the website, account, domain, content, or system involved.
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Accurate information
Please provide clear and accurate details about the website, issue, request, or goal so we can assess the work properly.
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Access where needed
Some work may require access to WordPress, hosting, domains, DNS, email tools, payment systems, plugin accounts, analytics, security tools, or other connected services.
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Authority to request work
You must have the right to ask us to work on the website, account, content, data, or third-party service involved.
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Approvals, content, and feedback
Where work depends on your approval, content, review, or feedback, delays may affect delivery times or prevent the work from moving forward.
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Current billing and contact details
Please keep your billing information, contact details, and relevant account information up to date while using our services.
Access affects timelines
If access is delayed, incomplete, incorrect, or removed, timelines may change and some work may not be possible.
Commercial terms
Payments, plans, and billing
Fees must be paid in line with the service, quote, invoice, plan, checkout details, proposal, or written agreement that applies to the work.
Some services are paid before work begins. Others may be billed on a recurring basis or according to an agreed project schedule.
One-off services
One-off services are usually paid before work begins, unless we agree another payment arrangement in writing.
Recurring plans
Care plans, hosting, maintenance, security, performance, and other recurring services are billed on the agreed cycle and continue until cancelled in line with the relevant terms.
Projects and larger work
Website projects, larger changes, or quoted work may have their own payment schedule, deposit terms, milestones, or invoice terms.
Taxes and payment details
Prices, taxes, VAT, and billing details should be read alongside the relevant checkout page, invoice, proposal, or written agreement.
Failed or late payments
If payment fails, becomes overdue, or billing details are not kept up to date, we may pause, suspend, or stop the affected service until the issue is resolved.
Plan details may vary
Plan features, pricing, and billing terms may vary depending on the service, proposal, or agreement in place.
Ask a billing question →Delivery expectations
Delivery, response times, and service expectations
We aim to respond and deliver work in a reasonable way based on the service purchased, the urgency of the request, the agreed scope, our normal working capacity, and the information or access available.
Any specific response times, turnaround times, or service levels only apply where they are clearly stated on the relevant service page, plan, proposal, or written agreement.
Clear next steps
We will aim to be clear about the next step, especially if a request needs more time, more information, or a revised approach.
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Timing depends on the service
A one-off repair, care plan request, hosting issue, audit, or project may each have different expected timelines.
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Access and approvals can affect delivery
If we are waiting for access, content, feedback, approval, billing updates, or third-party action, timelines may change.
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Some issues need investigation first
Technical problems are not always clear from the outside. We may need to inspect the website, hosting, plugins, theme, code, logs, or connected systems before confirming the best route.
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Service levels must be agreed clearly
We do not guarantee a specific response time, resolution time, or outcome unless this has been clearly offered and agreed for the service involved.
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Support may be delivered by our wider team
Services may be delivered by Newt Labs team members, trusted contractors, or approved service providers where appropriate.
External dependencies
Third-party systems, licences, hosting, and technical risk
Many websites depend on tools, services, and providers that sit outside Newt Labs' direct control. This can include hosting providers, domains, DNS, email platforms, payment systems, plugins, themes, APIs, analytics tools, security tools, and other third-party services.
We will aim to work carefully and advise on sensible next steps, but we cannot guarantee the behaviour, availability, pricing, policies, security, or decisions of third-party systems.
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Third-party services
If work depends on an external provider, platform, plugin, theme, API, account, or service, delays, limits, outages, changes, or restrictions from that third party may affect what we can do.
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Licences and paid tools
Plugin licences, theme licences, SaaS accounts, premium tools, renewals, API usage, and other third-party costs are the customer's responsibility unless clearly included in the agreed service, plan, proposal, or written agreement.
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Hosting and infrastructure
Hosting services may be affected by maintenance windows, server issues, upstream suppliers, DNS, SSL, backups, migrations, email routing, security events, resource usage, or other infrastructure factors.
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Website condition and technical risk
Work can carry extra risk where a website is outdated, hacked, unstable, poorly configured, heavily customised, dependent on unsupported software, or affected by past changes.
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Malware, security, and performance limits
Security and performance work can reduce risk and improve outcomes, but no service can guarantee that a website will never be hacked, reinfected, slowed down, or affected by third-party scripts, hosting issues, plugins, themes, or external tools.
When external issues affect work
Where a third-party issue affects the work, we will aim to explain the situation clearly and recommend the most sensible next step.
Recurring services
Fair use and recurring service boundaries
Recurring services provide ongoing support within the limits of the plan or agreement in place.
Where fair use applies, we consider the type and volume of requests, the work involved, and what the service is designed to cover. If usage goes significantly beyond those boundaries, we may review the arrangement and recommend a more suitable plan, separate quote or agreed change in scope.
Fair use follows the agreed service
Any fair use rules must be read alongside the features, inclusions and limits of your plan or agreement. Fair use does not replace those agreed service details.
Plan limits still apply
A recurring service does not automatically include every type of website work, technical issue, emergency request, project, redesign, rebuild, or custom development task.
High-volume or larger requests may need review
If support usage, hosting usage, requests, or workload becomes significantly higher than expected, we may review the account and recommend a higher plan, revised scope, separate quote, or different support arrangement.
Some work may sit outside the plan
Work outside the agreed plan, scope, or service may need to be quoted separately before it can proceed.
See Scope of Service →
Why fair use matters
Fair use helps keep ongoing support practical, sustainable, and fair for all customers.
Cancellation and refund terms
Cancellations and refunds
Cancellation and refund terms depend on the service, plan, proposal, invoice, checkout details, or written agreement in place.
Because many Newt Labs services involve time, diagnosis, planning, access review, technical work, reserved capacity, or third-party costs, refund eligibility may depend on how far the work has progressed.
Nothing in this section is intended to affect any rights you may have that cannot be excluded by law.
Recurring services
Care plans, hosting and other recurring services can be cancelled in line with the applicable plan or agreement. If you are unsure how to cancel, please contact us. The effective cancellation date and any outstanding charges depend on the agreed terms and applicable law.
One-off services and quoted work
For one-off services, projects and quoted work, cancellation and refund outcomes depend on the terms agreed, the work already carried out, any eligible costs incurred, and any rights that apply by law.
Refund requests
Refunds are reviewed based on the type of service, the stage reached, the work already carried out, and any costs or commitments already incurred.
Third-party costs
Some third-party fees, licences, hosting costs, subscriptions, payment fees, or external provider charges may not be refundable once incurred.
When a service ends
Ending a service may also affect ongoing support, hosting, monitoring, access or other services included in your agreement. Any handover, data return, deletion or access changes will follow the relevant agreement and, where applicable, our Data Processing Addendum.
Ownership and privacy
Ownership, privacy, and data handling
You keep ownership of your website content, branding, assets, and materials unless we agree otherwise in writing.
To provide services, we may need to access your website, hosting, support history, form entries, orders, user accounts, analytics, security tools, or other connected systems. Any personal data we handle will be treated in line with our Privacy Policy and any applicable data protection requirements.
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Your content and assets
Your website content, images, branding, products, customer data, and business materials remain yours unless a separate agreement says otherwise.
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Newt Labs materials
Our internal processes, methods, templates, documentation, tools, systems, code snippets, training materials, and proprietary resources remain the property of Newt Labs unless we explicitly transfer them to you. Ownership or usage rights for new code, designs or other deliverables created specifically for a customer will depend on the agreement for that work.
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Access to website data
Some services may involve access to customer records, form submissions, order details, user accounts, analytics, logs, or other data inside your website or connected tools.
Privacy and data protection
Our Privacy Policy explains how Newt Labs handles personal data for its own business purposes. Where we process customer-controlled personal data on your behalf, our Data Processing Addendum sets out the additional terms that apply.
Access only what is needed
Please only provide access to accounts, systems, and data that are needed for the service being provided.
Acceptable use
Acceptable use, suspension, and refusal of service
We aim to work with customers in a fair, professional, and practical way. To protect our team, our customers, our systems, and the services we provide, we may refuse, pause, suspend, or stop a service where there is a serious concern.
This may apply where a service is being misused, payment is overdue, access is unsafe, cooperation is missing, or continuing the work would create an unacceptable technical, legal, security, or operational risk.
Misuse of services
Services must not be used for unlawful activity, spam, abuse, unauthorised access, malware distribution, fraud, harassment, or anything that may harm Newt Labs, our team, our systems, our customers, or third parties.
Non-payment or billing issues
We may pause, suspend, or stop services where payments are overdue, billing details are invalid, or agreed fees remain unpaid.
Security or technical risk
We may refuse or pause work if a website, account, hosting setup, request, or connected system creates a security risk, legal risk, performance risk, data risk, or risk to other customers.
Unreasonable behaviour or lack of cooperation
We may stop or refuse service where there is abuse, threats, repeated unreasonable behaviour, missing approvals, withheld access, or failure to provide the information needed to continue.
Service refusal or termination
Where needed, we may refuse new work, stop ongoing work, suspend access, cancel a service, or end the customer relationship in line with the relevant terms and any rights that apply by law.
Serious risks may need quick action
Where reasonable, we will explain why a service needs to be restricted or stopped and give you an opportunity to resolve the issue. Serious security, legal or operational risks may require immediate action.
Liability
Limitation of liability and statutory rights
We provide our services with reasonable care and skill. Website work can also be affected by existing technical issues, customer changes, third-party systems and circumstances outside our control.
The limits below apply only where permitted by law. They do not affect rights or liabilities that cannot lawfully be excluded or limited.
Rights that cannot be excluded
Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited. Your statutory rights remain unaffected.
Direct losses
Where we are legally responsible for direct losses, the business-customer liability limit explained below applies. Consumer rights remain unaffected.
Indirect or wider losses
For business customers, and where permitted by law, we are not responsible for indirect or consequential losses. This does not exclude responsibility for direct losses where we are legally liable, subject to the applicable limit set out in this section.
Third-party and external issues
We cannot guarantee the availability, security or performance of independent third-party systems. We are not responsible for losses caused solely by circumstances outside our reasonable control where we have met our contractual and legal obligations.
This does not exclude responsibility for our own actions or omissions, or for suppliers and contractors we engage to deliver an agreed service.
How the business liability limit works
For customers buying services for business purposes, and subject to liabilities that cannot lawfully be excluded or limited, our total liability for claims arising out of or in connection with the affected service agreement, whether in contract, negligence or otherwise, is limited to the greater of £5,000 or the relevant service fees, excluding VAT.
Recurring services
For recurring services, the relevant fees are those paid or payable under the affected service agreement in the 12 months immediately before the event giving rise to the claim. Where claims arise from the same event or a series of related events, we use the date of the earliest such event.
One-off services and projects
For one-off services or projects, the relevant fees are the agreed fees for that work.
This is a single limit for all claims arising from the same event or a series of related events under the affected service agreement, rather than a separate limit for each claim. Unrelated events may give rise to separate limits. A separate written agreement may set a different limit. This cap does not apply to customers buying as consumers.
For claims between Newt Labs and a business customer relating to customer-controlled personal data, this liability cap applies only where permitted by law and subject to any conflicting provisions of our Data Processing Addendum that take priority for personal data processing. Nothing in this section restricts the statutory rights of individuals or the powers of data protection regulators.
Updates
Changes to these terms
We may update these Terms of Service to reflect changes in our services, business operations, legal requirements or working practices.
The latest published version will be available on this page. Changes to an existing service agreement will take effect only in accordance with the terms of that agreement and applicable law.
Updates may be made when needed
We may update these terms if our services, plans, policies, tools, legal requirements, or business processes change.
Which version applies?
This page shows our currently published terms. For an existing agreement, the terms that apply depend on when it was agreed and any valid changes made since.
Material changes
Where a change affects an ongoing service agreement, we will provide any notice or opportunity to respond required by the agreement and applicable law.
Please review these Terms of Service from time to time if you want to check the latest version.
Governing law
Governing law and disputes
These Terms of Service are governed by the laws of England and Wales.
Disputes relating to these terms will be dealt with by the courts of England and Wales, except where applicable law gives you the right to bring proceedings elsewhere.
Questions about these terms?
Ask before you purchase, approve, or use a service
If anything in these Terms of Service is unclear, please contact Newt Labs before purchasing, approving, or using a service.
We can help explain which terms apply to your service, plan, quote, project, or support request.
For service questions
Contact us if you are unsure what applies to the work you need.
For billing or cancellation questions
Contact us if you need help understanding payment, renewal, cancellation, or refund terms.
For legal or policy questions
You may also want to review the Legal section for related pages such as the Scope of Service, Privacy Policy, Refund Policy, Terms of Use, and Cookies Policy.
The purpose of these terms is to keep the working relationship clear, not more complicated.
