1. About these terms
These terms apply to every service SKU Digital Ltd (“we”, “us”) provides to a business customer (“you”). SKU Digital Ltd is registered in England and Wales, company number 11450749, VAT number 302202087, registered office 22a Vincent Ave, Crownhill, Milton Keynes MK8 0AB.
Our agreement with you is made up of these terms, our Data Policy, and the written quote or plan confirmation we send you (the “quote”). If the quote says something different from these terms, the quote wins. Other terms you send us, such as those on a purchase order, don’t apply unless we agree to them in writing.
The agreement starts when you accept the quote in writing (email is fine) or when we start work, whichever is earlier.
A “working day” is Monday to Friday, excluding bank holidays in England and Wales.
2. Our services
We provide monthly plans (for example Care, Partner and Partner Plus for Magento, and Care, Build and Growth for WooCommerce) and fixed-price projects such as upgrades and Hyvä migrations. What each plan includes is described on our website and confirmed in your quote.
We carry out the work with reasonable care and skill. A senior developer is responsible for every change we release. We may use senior developers we work with regularly to cover leave or larger projects; they work under the same obligations, and we stay responsible for their work.
We use AI-assisted tools as part of how we work. Your code may be processed by our AI provider under business terms that don’t allow it to be used for training. Your customers’ personal data isn’t sent to AI tools. See the Data Policy for details.
3. Foundation, plans and development tasks
Every plan starts with Foundation, a one-off setup described in your quote. Foundation is paid up front, before work starts, and is non-refundable once you’ve accepted the quote, unless we fail to deliver it through our own fault.
Where a plan includes development tasks, a task is defined by its scope, not by the hours it takes: one self-contained change that can be described in a sentence or two and released on its own. Bigger requests may count as more than one task, or be quoted separately; we agree which before starting. Unused tasks roll over one month, then lapse.
Monthly plans cover one store, and the number of store views set out in your quote.
4. Support hours
Support runs Monday to Friday, 09:00 to 17:00 UK time, excluding bank holidays in England and Wales. We aim to reply to every request by the next working day, and to start same-day triage when your store can’t take orders and you tell us before 2pm. These are targets, not guaranteed resolution times.
Outside those hours we help if we’re available, but we don’t commit to out-of-hours cover.
5. What we need from you
- The access we need to do the work, such as hosting, admin, repository and third-party accounts, and permission to use them
- Accurate information about your store, and timely answers and approvals
- Licences for the paid themes, extensions and services your store uses. These stay in your name
- Your hosting, domain and third-party services, unless your quote says we provide them
If we can’t get what we need, we’ll tell you. We aren’t responsible for delays or problems caused by missing access, information or approvals.
6. Prices and payment
Prices on our website are starting prices. Before we quote, we look over your setup, and your quote gives one fixed price. All prices exclude VAT, which we add at the current rate.
Monthly plans are invoiced monthly in advance. Foundation and fixed-price projects are invoiced as set out in the quote. Invoices are payable within 14 days.
If an invoice is overdue, we may charge interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998, and after giving you notice we may pause work until it’s paid.
7. Changes to the work
If something turns out bigger than described, we stop and tell you before any extra cost. Nothing is added to your bill without your written agreement. You can ask for changes to a project at any time; if they affect the price or timing, we’ll agree that with you first.
8. If something we released breaks
If a change we released causes a problem, we roll it back and fix it at no extra charge.
On every plan, critical issues (the site down, checkout failing, payment errors or a suspected breach) are fixed within the plan once Foundation is done and any urgent work it identified has been completed. Other fixes are handled as set out for your plan.
9. Ending the agreement
Monthly plans run month to month. Either of us can end a plan by giving one month’s notice in writing (email is fine). There’s no minimum term.
Either of us can end the agreement straight away by written notice if the other seriously breaches it and doesn’t put it right within 14 days of being asked, or becomes insolvent.
During the notice month we hand over configuration and workflow documents. Development and staging hosting that we provide ends with the plan, so we arrange an export before then. You pay for work done up to the end date.
10. Who owns what
Once you’ve paid for it, the code we write for your store is yours, and it lives in a repository you own. The audit, documentation and release setup we create for you are yours too.
We keep ownership of our own tools, methods and general know-how, including the SKU pipeline and reusable code we bring to the work. Where any of it ends up in your store, you have a permanent, free licence to use it for your business.
Third-party themes, extensions and services stay under their own licences.
11. Confidentiality
We each keep the other’s confidential information private and use it only for this agreement. This doesn’t apply to information that is already public, or that the law requires us to share. It continues after the agreement ends.
12. Personal data
When we handle personal data on your behalf, such as your customers’ details in your store, you are the controller and we are the processor. The Data Policy sets out how we handle it and forms part of this agreement.
13. Liability
Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law doesn’t allow to be limited.
Otherwise, neither of us is liable for indirect or consequential loss, or for loss of profit, revenue, business, goodwill or data. Our total liability under the agreement is limited to the fees you paid us in the 12 months before the claim.
We aren’t responsible for failures in services we don’t control, such as your hosting, payment gateways, third-party extensions or platform vendors. You should keep your own backups in line with your hosting arrangements.
14. Events outside our control
Neither of us is responsible for delays caused by events outside our reasonable control, such as power or network failures, a supplier outage, or severe weather. If an event like this lasts more than 60 days, either of us can end the agreement by written notice.
15. General
- Notices can be sent by email to the address each of us last gave the other.
- If we don’t enforce a right straight away, we can still enforce it later.
- If part of these terms turns out to be unenforceable, the rest still applies.
- You can’t transfer the agreement without our written consent. We can transfer it to a business that takes over our services, and we’ll tell you if we do.
- The agreement is the whole agreement between us about the services.
- We may update these terms. Changes apply to an existing plan after we give you one month’s notice.
- These terms are governed by the law of England and Wales, and the courts of England and Wales deal with any dispute.
Questions about these terms: [email protected].