Terms of service
Clear terms for every service route
These terms explain how Homewise Systems Ltd supplies home technology support, Website Services and commercial consultancy. The exact scope, price and deliverables for each piece of work are confirmed separately in writing.
Home Technology Support
Defined visits, assessments and reviews involving home technology, computers, connectivity, comfort controls and energy information.
Website Services
Website health checks, improvement work, straightforward website builds and pre-agreed website support for businesses and organisations.
Commercial Consultancy
Scoped advice, requirements, reviews, roadmaps and practical decision support for organisations and project teams.
01 · Parties and definitions
About these terms
These general terms apply to services supplied by Homewise Systems Ltd, trading as Homewise Systems.
Homewise Systems LtdRegistered in England and Wales
Company number: 17288570
Registered office: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ
Email: hello@homewisesystems.co.uk
Consumer
An individual purchasing services wholly or mainly outside their trade, business, craft or profession.
Business Customer
A company, organisation, charity, public body or individual purchasing services mainly for business or professional purposes.
Written Scope
The accepted quotation, booking confirmation, proposal, statement of work or other written document describing the agreed service.
Services
Only the work, deliverables, meetings, visits, support and other commitments expressly included in the Written Scope.
If an accepted Written Scope contains a specific term that conflicts with these general terms, the specific term will take priority for that service. Any separate data-processing agreement takes priority on matters relating to personal data.
02 · Enquiries and acceptance
How a contract is formed
Sending an enquiry does not create a contract and does not oblige Homewise Systems to accept the requested work.
Before offering a service, we may ask for information about the problem, desired outcome, location, devices, systems, website, organisation, access requirements, timescale and any safety, technical or practical constraints.
We will provide a Written Scope stating the service, price or pricing basis and other material terms. A contract is formed when:
- you accept the Written Scope or quotation;
- Homewise Systems confirms the booking or project; and
- any required deposit, account access, cancellation request or other stated condition has been completed.
For consumer contracts made online, by email, by telephone or away from our business premises, the contract information and applicable cancellation information will also be supplied in a format that can be saved, such as email or PDF.
03 · Deliverables and changes
Agreed scope, changes and timing
We provide only the work stated in the Written Scope. Any description of a wider service route does not mean that every task or deliverable within that route is included.
Recommendations begin with the customer’s needs, constraints and existing systems. We do not promote a particular brand, ecosystem, company or platform as a default solution.
- Material additional work requires written agreement and may require a revised quotation or separate booking.
- We will explain if new information changes the proposed scope, method, timing or likely outcome.
- Work may be paused or narrowed if access, information, approvals, content or equipment are not ready.
- We may decline, stop or refer work that is unsafe, unlawful, outside our competence, outside our insurance or outside the agreed boundary.
- A customer is not required to accept any additional work or recommendation.
Delivery dates are estimates unless the Written Scope expressly states that a date is fixed. If no completion time is agreed, we will perform the service within a reasonable time.
Delays caused by missing customer information, access, content, feedback, approvals or third-party services may require a revised timetable. Any resulting additional charge must be explained and agreed before it is incurred.
04 · Charges
Prices, expenses and payment
The agreed price, pricing basis, deposit, payment milestones and invoice due dates will be stated in the Written Scope.
- Prices are stated in pounds sterling. Any VAT legally chargeable will be identified in the quotation or invoice.
- Equipment, subscriptions, software licences, hosting, domains, platform charges, travel and third-party services are excluded unless the Written Scope says otherwise.
- We will not add a material charge without explaining it and obtaining agreement.
- Agreed third-party purchases or expenses may need to be paid before they are ordered or committed.
- We may pause further work after reasonable written notice if an undisputed invoice remains overdue.
For Business Customers, statutory interest and recovery costs may apply to qualifying overdue commercial debts where permitted by law and not replaced by a different agreed contractual remedy.
05 · Working together
Customer responsibilities
The customer is responsible for helping us carry out the agreed service safely and effectively.
- Provide accurate, relevant and reasonably complete information.
- Confirm authority to request changes to the relevant property, equipment, website, account, organisation or system.
- Provide safe and reasonable access to agreed premises, equipment and systems.
- Keep suitable current backups of important data, content and website information.
- Provide relevant devices, chargers, internet access, content, assets and account access when required.
- Identify one authorised decision-maker for a business or project and provide consolidated feedback.
- Review information, recommendations and deliverables within the timescale stated in the Written Scope.
- Tell us about known hazards, faults, access restrictions, deadlines, third-party requirements or security concerns.
Customers retain ownership and control of their accounts. Passwords and authentication codes should not be sent through the enquiry form or ordinary email. Contributor or delegated access should be used where available.
06 · Residential services
Home Technology Support
Home Technology Support may include defined help visits, computer assessments, Wi-Fi reviews, comfort-control reviews and home energy or systems reviews. The exact service is stated in the Written Scope.
Operating boundary
Diagnose, configure, optimise, document and recommend within the agreed customer-accessible systems and controls.
Specialist referrals
We may recommend a manufacturer, provider, repairer, electrician, heating engineer, plumber, installer or other qualified specialist.
Data and backups
Technology work can involve interruption, unexpected behaviour or data loss. Customers must maintain suitable backups before work begins.
Products and services
Third-party products, subscriptions and services remain subject to their own availability, warranties, charges and contractual terms.
Not included unless expressly agreed and appropriately covered
Fixed electrical work, consumer-unit work, plumbing, gas work, boiler or heat-pump repair, refrigerant work, structural work, manufacturer warranty repair, data recovery, formal cybersecurity assurance, emergency response, regulated retrofit assessment, EPC work, formal energy audit, unlimited support or guaranteed outcomes.
A Computer Performance Assessment is normally a non-invasive diagnostic and decision-support service. Physical repair, dismantling, data recovery, malware incident response and work on employer-managed or school-managed devices are not included unless separately assessed and agreed.
We will not intentionally delete, reset or materially alter data without explaining the proposed action and obtaining permission, except where an immediate limited action is reasonably necessary to prevent a safety or security problem.
07 · Business and organisation websites
Website Services
Website Services may include a Website Health Check, Website Improvement Sprint, straightforward Squarespace website build or occasional pre-agreed website support.
Website Health Check
A structured review with observations and prioritised recommendations. It does not include implementation, certification or a guarantee of results.
Website Improvement Sprint
Implementation of a defined priority list within agreed page, task, integration, content and review boundaries.
Straightforward website build
A service-led website built within the agreed platform, page, content, integration and revision limits.
Occasional website support
Pre-agreed changes or troubleshooting supplied under a fixed quotation or defined support session. It is not an emergency or unlimited support service.
Client accounts and access
- The client retains ownership of the domain, website platform, hosting, email, analytics, payment, booking, ticketing and mailing-list accounts.
- Contributor or delegated access should be used instead of sharing owner credentials wherever the platform allows.
- Access may be reduced or removed after completion or handover.
- The client remains responsible for renewing and paying for domains, platforms, licences, subscriptions and connected services.
Client content and compliance
Unless the Written Scope says otherwise, the client supplies or approves all text, images, branding, pricing, product details, policies and legal wording. The client must confirm that it has the necessary rights and permissions to use supplied material.
Homewise Systems may implement client-approved privacy, cookie or terms wording and may identify practical implementation issues. We do not provide legal advice, legal drafting, formal accessibility certification or a guarantee that a website complies with every legal or regulatory requirement.
The client remains responsible for its own consumer, tax, refund, merchant, mailing-list, marketing, privacy and regulatory obligations.
Website Services exclusions
Bespoke applications, databases, complex e-commerce, custom payment processing, managed hosting, emergency recovery, cybersecurity incident response, penetration testing, guaranteed rankings, guaranteed uptime or speed, formal accessibility certification, paid advertising, social-media management, unlimited revisions, unlimited maintenance and open-ended aftercare are excluded unless a distinct service is expressly agreed.
Websites and integrations depend on third-party platforms, browsers, devices, search engines, plugins and external services. Their behaviour, availability, pricing and technical requirements may change after delivery.
08 · Organisational advice
Commercial Consultancy
Commercial Consultancy is supplied through a defined proposal or statement of work. It may include requirements, reviews, technology options, system priorities, roadmaps, written advice or practical decision support.
- Advice is based on the information, access and assumptions identified in the Written Scope.
- The client remains responsible for business decisions, procurement, implementation and the work of its employees, suppliers and contractors.
- Recommendations are technology-neutral but are not a guarantee that every available product, supplier or option has been reviewed.
- Findings are provided for the named client and agreed purpose. A third party may not rely on them unless that reliance has been expressly agreed in writing.
- Advice may become outdated as technology, prices, suppliers, regulations, risks and project circumstances change.
- Implementation, procurement, contractor management, project management and ongoing support are excluded unless expressly included.
Consultancy boundaries
Commercial Consultancy does not provide legal, tax, accounting, investment, financial, regulated engineering, formal cybersecurity, regulatory-compliance or certification services. It does not guarantee project approval, commercial performance, savings, funding, procurement outcomes or implementation results.
09 · Materials and information
Intellectual property, data and confidentiality
Customer materials
The customer retains ownership of material it supplies and gives Homewise Systems permission to use it for the agreed service.
Homewise Systems materials
We retain ownership of our pre-existing methods, templates, checklists, know-how, reusable components and background materials.
Project deliverables
Ownership or licensing of project-specific designs, reports, code, copy or other deliverables will be stated in the Written Scope.
Third-party materials
Fonts, themes, images, software, plugins, open-source components and platform materials remain subject to their own licences and terms.
Unless the Written Scope states otherwise, after full payment the customer receives a perpetual, worldwide, non-exclusive licence to use and modify the project-specific deliverables for the agreed purpose. Any express assignment of copyright takes effect only after full payment.
Homewise Systems may reuse general experience, methods and know-how that do not reveal the customer’s confidential information. We will not identify a customer or publish a project as a case study without permission.
Confidentiality
Each party will take reasonable care of non-public information received from the other and use it only for the agreed service. This does not apply to information already lawfully known, independently developed, publicly available or required to be disclosed by law.
Personal data
Each party must comply with applicable data protection law. Homewise Systems’ handling of customer contact and service information is explained in the Privacy Policy.
Where Website Services or Commercial Consultancy require Homewise Systems to process personal data on the client’s behalf, any legally required controller-processor terms must be agreed before that processing begins.
10 · Ending or rearranging work
Cancellation, rescheduling and suspension
Consumer cancellation rights
Where a Consumer enters a service contract online, by telephone, by email or away from our business premises, they will normally have 14 days to cancel without giving a reason.
If you want work to start during that cancellation period, we will ask for an express request. If you then cancel after work has started, you may need to pay a reasonable proportion for the service already supplied.
If the service is fully performed during the cancellation period following your express request and acknowledgement, the right to cancel may end once the service has been completed in full.
These terms do not remove any statutory cancellation or refund right.
Business and project cancellation
Cancellation, termination, project pauses and restart conditions for Website Services or Commercial Consultancy will be stated in the Written Scope.
Unless agreed otherwise, a Business Customer remains responsible for work completed and for third-party costs that were approved and cannot reasonably be recovered.
Rescheduling
A customer may request cancellation or rescheduling by emailing hello@homewisesystems.co.uk . Any operational cancellation or rescheduling charge must be disclosed before the contract is agreed.
We may suspend or stop work where:
- conditions are unsafe, unlawful or outside the agreed boundary;
- required information, access, content or approvals are not provided;
- an undisputed invoice remains overdue after reasonable notice;
- a suspected security incident requires a platform provider or specialist response; or
- the other party commits a material breach and does not correct it within a reasonable period where correction is possible.
If Homewise Systems cancels work for reasons not caused by the customer, we will refund any amount paid for services that will not be supplied.
11 · Delivery and handover
Completion, acceptance and follow-up
A service is complete when the agreed visit, session, assessment, work or deliverable has been supplied in accordance with the Written Scope.
Home Technology Support
Completion normally occurs when the agreed visit, remote session, assessment or written summary has been delivered.
Website Services
Completion and acceptance follow the review, revision, testing, approval and handover steps stated in the Written Scope.
Commercial Consultancy
Completion occurs when the agreed meetings, review, report, roadmap or other consultancy deliverables have been supplied.
Further support
Follow-up, warranty, revision or clarification support is limited to what the Written Scope includes.
Customers should review deliverables promptly and explain any concern with enough detail for it to be assessed. Additional requirements, new faults, new content, platform changes or further revisions may require a new quotation.
Nothing in this section limits a Consumer’s statutory right to repeat performance or an appropriate price reduction where the law provides those remedies.
12 · Standards and limitations
Reasonable care, outcomes and liability
Homewise Systems will provide the Services with reasonable care and skill.
Recommendations and estimates are based on the information reasonably available at the time. Technology and consultancy outcomes can depend on customer decisions, building conditions, third-party systems, manufacturers, providers, platforms, software, contractors and other matters outside our control.
- We do not guarantee that every fault will be identified or resolved.
- We do not guarantee Wi-Fi coverage, broadband speed, energy savings, search rankings, website traffic, sales, compatibility, uptime or third-party availability.
- We are not responsible for a pre-existing fault or third-party failure except to the extent that loss is caused by our own failure to use reasonable care and skill.
- A customer’s backup responsibility does not remove any liability that cannot lawfully be excluded.
- Both parties should take reasonable steps to reduce avoidable loss once a problem becomes known.
Consumers
Nothing in these terms limits statutory consumer rights. We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill.
We are not responsible to a Consumer for losses arising from business or professional use of a service purchased mainly for personal purposes.
Business Customers
Any business-specific liability exclusions or financial cap must be stated in the accepted proposal or statement of work and will apply only to the extent permitted by law. These general website terms do not create a financial cap that has not been expressly agreed.
Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of statutory consumer rights or any other liability that cannot lawfully be excluded or restricted.
13 · Events outside reasonable control
Unexpected disruption
Neither party is responsible for delay caused by an event outside its reasonable control, provided it takes reasonable steps to reduce the effect and communicates material disruption promptly.
This may include serious illness, extreme weather, transport disruption, utility failure, platform outage, internet failure, supplier failure, industrial action, government action or other comparable events.
The affected work may be rescheduled, narrowed or ended by agreement. A Consumer will not be charged for a service that is not supplied.
14 · Raising a concern
Complaints and problem resolution
Tell us what has happened
Please provide your name, the service or project, the relevant date, a clear description of the concern and the outcome you are seeking. We will review the available information and respond within a reasonable period.
Consumers retain the right to pursue any statutory remedy or complaint route available to them.
15 · General legal terms
Changes, enforcement and governing law
- We may update these public terms for future work. The version applying to an existing contract is the version supplied or made available when that contract was agreed, unless a later change is agreed in writing.
- If part of these terms is found to be unlawful or unenforceable, the remaining terms continue to apply.
- A delay in enforcing a contractual right does not automatically waive that right.
- No third party has a right to enforce these terms unless the Written Scope expressly says otherwise.
These terms and the contract are governed by the law of England and Wales.
For Consumers, the courts with jurisdiction under applicable consumer law may hear a dispute, including any mandatory rights applying elsewhere in the United Kingdom.
For Business Customers, the courts of England and Wales will have exclusive jurisdiction unless the Written Scope expressly states otherwise.
16 · Optional consumer form
Model cancellation form
A Consumer may use this form to cancel where a statutory cancellation right applies. Using the form is optional. A clear cancellation email is also acceptable.
To:
Homewise Systems Ltd
71-75 Shelton Street
Covent Garden
London WC2H 9JQ
hello@homewisesystems.co.uk
I give notice that I cancel my contract for the following service:
Contract or booking date:
Customer name:
Customer address:
Email address:
Signature, only if submitted on paper:
Date: