Terms and Conditions

TERMS & CONDITIONS

SiteFlow Tech

Effective Date: 17th February 2026 | Jurisdiction: England & Wales

PARTIES

SiteFlow Tech (hereinafter referred to as "the Agency", "we", "us"), a digital agency registered in England & Wales.

The Client (hereinafter referred to as "the Client", "you") is the entity or individual purchasing services via invoice or website checkout.

BACKGROUND

The Agency provides digital marketing services, web development, CRM automation software (SaaS) facilitated via the GoHighLevel platform, and lead generation services. By paying an invoice, subscribing to our services, or logging into our platform, the Client agrees to be strictly bound by these Terms & Conditions.

1. SCOPE OF SERVICES & TIERED PRICING

1.1 Defined Tiers

The Agency provides services under three distinct tiers:

Tier 1 (The Lead Protector): £197 Setup / £47 Monthly. (Missed-Call Text-Back).

Tier 2 (The Digital Foundation): £997 Setup / £147 Monthly. (Tier 1 + 3-Page Website & Hosting).

Tier 3 (The Growth Engine): £1497 Setup / £297 Monthly. (Tier 2 + AI conversational & Advanced CRM).

The Agency agrees to provide services to the Client only as expressly selected and paid for by the Client via the Agency's website or Stripe invoice. Any service, feature, or integration not explicitly listed as a line item on the paid Invoice is deemed excluded from the current Scope of Work.

1.2 Web Development Specifications

Where the Invoice includes website design or development:

Standard Build Cap: Unless otherwise specified in the Invoice, standard website packages are strictly limited to 3 pages (Tier 2) and 6 pages (Tier 3).

Revisions: The project includes 2 rounds of design revisions. Additional revisions, structural changes, or requests made after the final approval will be billed at the Agency's standard hourly rate of £65.00 per hour, with a minimum charge of 1 hour.

1.3 SEO Services (One-Time On-Page Optimisation)

Where the Invoice includes SEO services, the Client acknowledges the following:

One-Time Delivery: SEO services provided under Tier 2 and Tier 3 packages constitute a single, one-time on-page optimisation only. This includes meta-tag configuration, title tags, and basic technical setup as delivered at launch.

No Ongoing SEO: Unless explicitly stated on a separate Invoice, the Agency does not provide ongoing SEO, link building, content creation, keyword campaigns, or Google Business Profile management.

No Ranking Guarantee: The Agency makes no guarantee of specific search engine rankings, traffic volumes, or timescales for results. Search engine algorithms are outside the Agency's control.

Client Responsibility: Post-delivery, maintaining and improving search rankings is the Client's responsibility unless a separate ongoing SEO retainer is purchased.

1.4 Client Delays & The "Ghosting" Clause

Time is of the essence for project completion. The Client agrees to provide all necessary assets (images, text, logos, login credentials) within 14 days of the onboarding request.

Automatic Completion: If the Client fails to provide these assets within 30 days of the request, the Agency reserves the right to mark the project as 'Complete' for billing and administrative purposes.

Reactivation: Should the Client wish to resume a project that has been marked 'Complete' or suspended due to inactivity, a Reactivation Fee of £99.00 will be charged.

1.5 AI & Automation Services

Where the Invoice includes AI-powered chat, booking, or conversational automation features (as provided under Tier 3), the following terms apply:

Scope of AI Delivery: The Agency will configure and deploy an AI conversational assistant designed to qualify inbound leads and schedule appointments into the Client's calendar.

Nature of AI Responses: The Client acknowledges that AI-generated responses are automated and may not always reflect perfect accuracy, tone, or contextual judgment.

Client Approval: The Client is responsible for reviewing and approving all AI scripts, response flows, and booking logic prior to go-live.

No Liability for Missed or Incorrect Bookings: The Agency shall not be held liable for missed appointments, double-bookings, incorrect qualifications, or lost revenue arising from AI errors or platform limitations.

Third-Party Dependence: AI functionality is powered by GoHighLevel's underlying infrastructure. The Agency is not liable for feature changes, degraded performance, or discontinuation of AI features by GoHighLevel.

1.5.1 Voice AI (Future Service)

The Agency intends to introduce Voice AI capabilities as an optional add-on in a future phase. Voice AI will never be activated on a Client's account without explicit written consent and a separate Invoice.

Call Recording Notice: The Client accepts sole responsibility for ensuring that all inbound and outbound AI voice calls include a compliant disclosure to callers in accordance with UK GDPR and Ofcom regulations.

2. FEES, PAYMENTS & RE-BILLING

2.1 Rolling Contract

This is a month-to-month rolling agreement. No long-term lock-in.

2.2 Payment Terms

Setup fees and the first month's retainer are due upfront. All payments are non-refundable once work has commenced or login credentials have been issued.

2.3 The "Wallet" (Automated Usage)

Your setup includes an initial £10.00 credit for SMS/WhatsApp/Calls.

Auto-Recharge: When the balance falls below £2.00, the system automatically charges the card on file £10.00 to top up the wallet.

Standard UK SMS: £0.045 per segment (up to 160 characters).

WhatsApp Business API: £0.05 per 24-hour session.

UK MMS: £0.40 per message.

Inbound & Outbound Calls: £0.02 to £0.04 per minute.

2.4 Anti-Fraud & Chargeback Waiver

The Client acknowledges that the Agency sells intangible digital goods and services. Use of the software, logging into the portal, or the commencement of design work constitutes proof of delivery.

The Client explicitly waives the right to initiate a chargeback or dispute with their bank for 'Item Not Received', 'Service Not Described', or similar claims once access credentials have been provided.

3. INTELLECTUAL PROPERTY & SAAS LICENSE

3.1 Ownership of Data vs. System IP

Client Data (Yours): The Client retains full ownership of their leads, customer lists, and specific branding assets (logos).

Agency IP (Ours): The Agency retains full ownership of all proprietary automation workflows, email templates, Snapshots, funnels, and CRM configurations.

No Export: Upon cancellation, the Client is entitled to export their contact data (CSV). However, the Client may not export, clone, transfer, or replicate the Agency's proprietary workflows or automations to another GoHighLevel account.

3.2 Promotional Rights

The Client grants the Agency a non-exclusive right to display the Client's website, designs, and testimonials in the Agency's portfolio and marketing materials.

4. TELECOM & WHATSAPP COMPLIANCE

4.1 Regulatory Registration

The Client is solely responsible for providing accurate business registration details required for A2P 10DLC or Toll-Free verification. The Agency is not liable for message delivery failures caused by the Client's failure to register or comply with carrier regulations.

4.2 SMS Consent (PECR)

The Client warrants that they have obtained valid consent (Opt-In) from all Leads prior to uploading them to the system. The Client strictly agrees not to use the system for 'Cold' or 'Unsolicited' SMS marketing.

Indemnity: The Client agrees to indemnify the Agency against any fines, legal fees, or damages resulting from the Client's breach of the Privacy and Electronic Communications Regulations (PECR) or GDPR.

5. MAINTENANCE & SUPPORT

5.1 Scope of Support

Maintenance is strictly limited to technical hosting and uptime monitoring. Support is provided for fixing bugs and ensuring the system functions as delivered. It does not cover building new features, redesigning pages, or creating new automations for free.

Minor Updates: Content tweaks and bug fixes are capped at 2 hours per month.

Major Upgrades: New pages, complex integrations, or structural changes require a separate quote.

5.2 Third-Party Dependence

The Agency utilises third-party infrastructure including GoHighLevel, Stripe, and Twilio. The Agency shall not be held responsible for service interruptions, platform downtime, or feature deprecations caused by these third-party providers.

6. CONFIDENTIALITY & NON-SOLICITATION

6.1 Confidentiality

Both parties agree to keep confidential all non-public information obtained from the other party. The Agency will not share or sell the Client's customer lists. The Client will not share, copy, or resell the Agency's trade secrets, including pricing models, proprietary code, or automation logic.

6.2 Non-Solicitation

The Client agrees not to hire or solicit any employees or contractors of the Agency during the term of this agreement and for 12 months thereafter.

7. TERM, TERMINATION & SUSPENSION

7.1 Cancellation Policy

Cancellations must be requested via email to [email protected] at least 30 days before the next billing date.

7.2 Suspension for Non-Payment

Grace Period: If a recurring payment fails, the Agency will provide a 14-day grace period. If the balance is not cleared by the end of day 14, the Agency will suspend all services immediately.

Data Deletion: 30 days after termination, the Agency reserves the right to permanently delete the sub-account and all associated data to comply with GDPR data minimisation rules.

8. LIMITATION OF LIABILITY

To the maximum extent permitted by law:

No Guarantees: The Agency provides software tools to assist with lead management but does not guarantee a specific number of leads, calls, or increased revenue.

Indirect Damages: The Agency is not liable for lost revenue, business interruption, or missed opportunities resulting from system downtime or missed calls.

8.1 Facebook/Meta Platform Dependency

The Agency's lead generation service relies on Meta's advertising platform. The Agency is not liable for:

- Ad account restrictions or bans imposed by Meta

- Changes to Meta's advertising policies

- Increased cost per lead due to platform algorithm changes

- Campaign disruption due to Meta platform outages

In the event of a Meta-imposed ad account restriction, the Agency will make reasonable efforts to resolve the issue but cannot guarantee restoration of service.

9. GENERAL PROVISIONS

9.1 Governing Law

This Agreement is governed by the laws of England and Wales, and both parties submit to the exclusive jurisdiction of the English courts.

9.2 Entire Agreement

This Agreement, along with the specific Invoice paid by the Client, constitutes the entire agreement between the parties. Where a conflict exists between these General Terms and Section 10 (Lead Generation Services), Section 10 shall take precedence for Pay-Per-Appointment clients.

10. LEAD GENERATION & PAY-PER-APPOINTMENT SERVICES

Where the Agency provides lead generation services on a Pay-Per-Appointment (PPA) basis, the following terms apply in addition to all other clauses.

10.1 Scope

The Agency will build and manage lead generation funnels, run advertising campaigns on Meta (Facebook/Instagram), and deliver confirmed booked appointments to the Client. The Agency operates as an independent contractor and not as an employee or partner of the Client.

10.2 Free Trial

The Agency may offer a 7-day free trial period. During this trial, the Client pays no appointment fees. The Client remains solely responsible for funding their own advertising spend directly with Meta during this period. The free trial does not guarantee a minimum number of appointments.

10.3 Ad Spend Responsibility

The Client agrees to:

- Fund their own Facebook/Meta ad account directly with a minimum of £40 per day

- Input their own payment card directly into their Facebook Business Manager

- Never request the Agency to fund ad spend on their behalf

The Agency is not liable for poor ad performance resulting from insufficient ad spend or the Client's failure to maintain their ad account in good standing.

10.4 Definition of a Billable Appointment

A 'Confirmed Appointment' is defined as a lead who has:

(a) Submitted their details via the Agency's landing page

(b) Selected a specific date and time in the booking calendar, OR been manually booked by the Agency following verbal confirmation

The Agency charges per Confirmed Appointment regardless of whether the homeowner attends the survey. No-shows are not grounds for non-payment. The Agency's responsibility ends at delivering a Confirmed Appointment.

10.5 Pricing

Per appointment fee: £75-£100 as agreed in writing prior to commencement. Fees are non-negotiable once agreed. The Agency reserves the right to review pricing after the first 3 months with 14 days written notice.

10.6 Payment Terms

The Agency invoices weekly every Friday for appointments delivered that week. Payment is due within 48 hours of invoice.

Alternatively, the Client may operate on a prepaid credit basis. Credits are deducted per confirmed appointment. A top-up invoice is issued when credits fall below £150.

Invoices unpaid after 7 days will result in campaign suspension until the balance is cleared.

Appointments booked during the free trial period (days 1-7) are not invoiced. Appointments booked after day 7 are invoiced at the agreed rate regardless of when the survey takes place.

10.7 Minimum Commitment

The Client commits to a minimum 30-day term from the date of first paid appointment. Early termination within this period does not waive outstanding appointment fees. The Client acknowledges that advertising algorithms require a minimum period to optimise and agrees not to judge results solely on the first 7 days of paid activity.

10.8 Exclusivity

The Agency operates on an exclusive basis - only one client per niche per geographic area will be accepted at any time. This exclusivity is active only while the Client maintains an active agreement with a minimum £40 per day ad spend. Falling below minimum ad spend for more than 7 consecutive days may result in exclusivity being released.

10.9 Lead Data Ownership

All leads generated through the Agency's funnels are collected into the Agency's GoHighLevel account. The Client receives appointment notifications and booking details only. Full lead data remains the Agency's property as Data Controller under UK GDPR. Upon termination, the Agency may provide a CSV export of appointment data upon written request within 30 days of termination.

10.10 Termination

Either party may terminate with 7 days written notice via email to [email protected]. Outstanding appointment fees remain due upon termination. The Agency reserves the right to immediately terminate if the Client breaches any clause in Section 10.

10.11 Ad Account Access

The Client agrees to grant the Agency 'Advertiser' level access to their Facebook Business Manager and Ad Account for the purpose of campaign management. The Agency will never have access to the Client's billing information or payment methods within Meta's platform.

The Client may revoke access at any time by removing the Agency from their Business Manager. Revoking access without prior written notice constitutes immediate termination under clause 10.10 and does not waive outstanding fees.

10.12 Lead Quality Disclaimer

The Agency does not guarantee that every lead will result in a paying customer. Factors outside the Agency's control including but not limited to the Client's sales ability, pricing, availability, and market conditions do not constitute grounds for disputing appointment fees.

10.13 Client Conduct

The Client agrees to:

- Attend all confirmed appointments or provide 24 hours notice of cancellation to the Agency

- Treat all leads with professionalism and courtesy

- Never contact leads outside the scope of the agreed survey without the Agency's consent

Repeated failure to attend confirmed appointments without notice (3 or more instances) may result in immediate termination without refund of any commitment fee.

10.14 Commitment Fee

Where a commitment fee is charged prior to commencing the free trial, this fee is non-refundable. The commitment fee is credited against the Client's first two confirmed appointments. If fewer than two appointments are delivered within the 7-day trial, the remaining credit rolls into the paid period.

10.15 Pause Policy

The Client may request one campaign pause per calendar month for a maximum of 7 days without penalty. Pauses exceeding 7 days or more than once per month will result in the Client's exclusivity for their area being released and potentially offered to another provider.

10.16 Promotional Rights

The Agency reserves the right to use anonymised campaign results, performance data, and testimonials for marketing purposes unless the Client objects in writing within 14 days of onboarding. The Client agrees not to misrepresent the Agency's services or results to third parties.

10.17 Dispute Resolution

In the event of a billing dispute, the Client must notify the Agency in writing within 48 hours of receiving the invoice. Disputes raised after 48 hours will not be considered and the invoice remains due.

The Agency will respond to all disputes within 5 working days with supporting evidence including GHL timestamps and SMS delivery records. If no resolution is reached, both parties agree to attempt mediation before pursuing legal action.

10.18 Chargeback Waiver (PPA Services)

The Client acknowledges that confirmed appointments are delivered digitally and are evidenced by GoHighLevel records and SMS confirmation logs. The Client explicitly waives the right to initiate a chargeback or bank dispute for appointment fees where the Agency can provide evidence of delivery as defined in clause 10.4.

Fraudulent chargebacks will result in immediate termination, forfeiture of exclusivity, and recovery of costs through legal proceedings.

10.19 Limitation of Liability (PPA)

The Agency's total liability to the Client under the PPA agreement shall not exceed the total appointment fees paid by the Client in the preceding 30 days. The Agency is not liable for lost jobs or revenue from no-show leads, the Client's failure to follow up with leads, poor conversion rates on attended surveys, or damage to the Client's reputation arising from lead interactions.

10.20 Force Majeure

The Agency shall not be in breach of this agreement if services are disrupted due to circumstances beyond reasonable control including but not limited to Meta platform outages or policy changes, GHL platform downtime, changes in UK advertising regulations, or cyber attacks caused by third party platforms.

The Agency will notify the Client within 24 hours of any force majeure event and resume services as soon as reasonably practicable.

10.21 Non-Circumvention

The Client agrees not to:

- Contact leads generated through the Agency's funnels for purposes other than the agreed survey

- Attempt to replicate the Agency's funnel, workflow, or ad system

- Share the Agency's funnel URLs, ad creatives, or automation logic with third parties

- Use lead data obtained through the Agency to build their own competing lead generation system

Breach of this clause entitles the Agency to immediately terminate the agreement and seek damages.

10.22 Official Communication

All official notices including termination, disputes, and agreement changes must be sent via email to [email protected]. WhatsApp messages constitute valid agreement confirmation for onboarding purposes but not for formal termination or dispute notices. The Agency's response time for non-urgent queries is 1-2 working days.

10.23 Variation Of Terms

The Agency reserves the right to update these terms with 14 days written notice to the Client. Continued use of the service after 14 days constitutes acceptance of the updated terms. Per-appointment pricing will not increase during the first 3 months of an active agreement without the Client's written consent.