Customer agreement and order form

Version agreement-2026-11-06e. When you get a quote, the last step asks you to read and sign this online.

1. Who we are and what this covers

This agreement is between Tamar Digital, a sole trader, owned by Stanley Keighley, of 16 Hay Crescent, Launceston, Cornwall, PL15 9GW, [email protected] ("we", "us") and the person or business named on the order form ("you"). It applies to everything you order from us: domains, hosting, websites, email, support, device setup, Google Business Profile upkeep and security tools. It starts when you sign and we accept your order by confirming the final price in writing. Signing does not charge you.

• Domain: a web address such as yourname.co.uk that you register through us.
• Registrant: the legal owner of a domain. For every domain we register, this is you.
• Registry: the organisation that runs a domain ending, for example Nominet for .uk or Verisign for .com.
• Registrar: the company that registers domains with registries. We use Porkbun as our registrar.
• Static hosting: hosting for a website made of fixed files (HTML, CSS, images, scripts that run in the browser). It does not include databases, server-side code or WordPress.
• Order form: section 2 of this document, with the options you chose and the prices.

If you are buying as an individual and not for a business, you are a consumer and the extra consumer rights in section 7 apply to you. Nothing in this agreement takes away rights you have by law.

2. Order summary

We are not VAT registered, so no VAT is added to any price.

When you sign online, the options you chose, your domain, the registration period, and the prices at that moment are saved with your signature.

3. Domain names

You own the domain, we look after it. We register the domain in your name as registrant, but keep it in our registrar account so we can renew it, point it at your site and fix problems. You can ask us to move it to another registrar at any time under 3.4.

3.1 What you can do

• Use the domain for any lawful website or email.
• Point it at our hosting or at another provider (we will tell you the settings, or change them for you).
• Sell or give the domain to someone else, if registry rules allow it and you tell us in writing first.
• Move it to another registrar (see 3.4).
• Renew it for more years at any time.

3.2 What you cannot do

• Register a name that infringes someone's trademark or business name, or that is designed to mislead (cybersquatting, impersonation, look-alike names).
• Use the domain for anything unlawful, including phishing, malware, spam, scams, or content that is abusive or exploits children.
• Give us false registrant details. Registries can suspend or cancel a domain with false details, and we cannot reverse that.
• Expect us to guarantee a name is free of third-party claims. A domain being available does not mean you have the right to use it as a brand.

3.3 Registry and registrar rules

Domains are governed by the rules of the registry and registrar, which we do not control and which can change. These include registrant accuracy, dispute processes (for example Nominet's dispute service for .uk, and ICANN's UDRP for most global endings), and transfer restrictions. Newly registered domains and domains with a recently changed registrant are usually locked from transfer for about 60 days. If a registry rule overrides this agreement, the registry rule wins.

3.4 Moving your domain away

Ask us in writing and we will give you the transfer code or arrange the change within 5 working days, as long as (a) everything you owe us is paid, (b) the registry's lock period has ended, and (c) you have not breached section 8. We do not charge for the transfer; the new registrar may.

3.5 Renewals and expiry

Domains renew only if you have paid. We will email you before expiry at about 60, 30 and 7 days. If the renewal is not paid by the expiry date, the domain may stop working, and after the registry's grace period you may lose it permanently and someone else may register it. We are not responsible for a domain you did not renew, and we cannot promise to get it back, as redemption fees and registry rules apply. Your renewal price may be higher than the first-year price; we will show it before you pay.

4. Static hosting and email

4.1 Static hosting

• Hosting is for static websites only. No databases, no server-side code, no online shops that process payments on our servers, and no file storage or downloads service.
• You can send us your own finished files, or have us build the site (section 5). Either way you must have the right to use everything in the files: text, images, fonts, logos and code.
• We aim to keep your site online but do not promise it will never go down. We rely on third-party platforms and do not give an uptime guarantee or compensation for downtime.
• We may set sensible limits on file size and traffic. If your site uses far more than a normal small business site, we will talk to you first before limiting it.
• Keep your own copy of your files. We back up what you send us but are not a backup service.
• Hosting is included in the care plan, and is only available with it. The care plan is billed monthly and can be cancelled under section 7.
• If the care plan stops, you get your website files, and the domain stays yours because it is registered in your name. Your site comes down 30 days after notice.

4.2 Email forwarding

• Email forwarding is free. We forward email on your domain to an address you choose, such as a Gmail address. We do not store your mail, and your replies come from your own inbox. We set it up for you on request.
• Email can be delayed, blocked or marked as spam by the receiving provider. Do not rely on it for anything where a missed message would cause serious loss.
• We may switch email off if it is used for spam or abuse.

4.3 Email mailboxes

• A mailbox is an inbox on your domain that stores your email. It is provided through a third-party email host, and the price is per mailbox, per year, confirmed in writing before you pay.
• Email can be delayed, blocked or marked as spam by receiving providers. Keep your own copy of anything important. We may switch a mailbox off if it is used for spam or abuse.
• A mailbox renews each year unless you tell us before the renewal date that you do not want it. Refunds follow section 7.

4.4 Security tools

• We supply and set up privacy-first tools made by other companies: a password manager, secure business email, a VPN and secure cloud storage. We confirm the tool, the number of users, the price and the term in writing before you pay.
• Each tool is licensed to you by its maker, not by us. You must accept the maker's own licence terms and privacy policy when you install or use it. We do not make or control the tools.
• No tool can make you completely safe. We do not promise that data or passwords will never be lost or accessed by someone else. Keep backups. If you use a password manager, you are responsible for your master password: we cannot recover it for you.
• Security tools are charged per user, per month, and continue until you tell us to stop. Setup and migration is a one-off job, agreed in writing first. Refunds follow section 7 and the maker's own rules.

4.5 Device setup and remote support

• Device setup (for example Wi-Fi, printers, computers and phones) is a one-off job, quoted and agreed in writing first.
• Remote support is agreed with you in writing before it starts. It is not part of the care plan unless we say so.
• We only connect to your computer when you ask us to, and only for the session you have agreed. Back up anything important first. We will tell you what we are doing, and we do not keep access to your computer after the session ends.
• Our liability for this work is limited as set out in section 9.

4.6 Google Business Profile upkeep and the care bundle

• We keep the details on your Google Business Profile, such as your opening hours, address, photos and posts you give us, accurate and up to date. You stay the owner of the profile and must give us access, for example by adding us as a manager. You can remove our access at any time.
• We cannot promise any particular search ranking, number of views, calls or reviews.
• Google Business Profile upkeep is charged monthly, on its own or with website care as the care bundle, and continues until you tell us to stop, with 30 days' notice. The price is confirmed in writing before you pay.

5. Website build, redesigns and care plan

5.1 Website build (£219)

• You send us a request. We choose whether to accept it, and nothing is owed until we confirm in writing.
• The price covers a small static site of up to 5 pages, a design based on what you tell us, and 2 rounds of changes before launch. Extra pages or rounds are quoted separately.
• We need your text, photos and logo. Delays on your side move the launch date; we do not charge extra for that unless it drags on more than 60 days, after which we may close the project and keep the fee for work done.
• You will see the site before it goes live. When you approve it, or use it, the build is complete.
• Ownership: once the build fee is paid in full, you own the design and the site files made for you. We may keep a copy and show it in our portfolio unless you tell us not to. We keep ownership of our own reusable tools and code, and you get a licence to use them with your site. Third-party items (fonts, stock images, libraries) stay under their own licences.

5.2 Redesigns (£69 or £99)

A redesign refreshes the pages of an existing static site, and a new look or layout is quoted separately. Small or medium is up to about 3 pages (£69) and large is more than 3 pages (£99); anything much bigger is quoted. The same rules as the build apply: approval before launch, 2 rounds of changes, and ownership passing on full payment.

5.3 Care plan (£11.99 a month)

• Up to 3 small changes a month (for example text, photos, opening hours or a link). Unused changes do not roll over.
• A small change is one that takes us about 20 minutes or less. New pages, new sections, redesigns and new features are not small changes and are quoted separately.
• We will usually make a change within 3 working days.
• The plan also covers renewal reminders and fixing technical faults in your site files on our side. It includes static hosting.
• It does not cover problems caused by files or content you supplied, third-party outages, or changes to other companies' services.
• Cancel any time under section 7.

6. Prices and payment

• Domain and one-off items (build, redesign) are paid up front by card before we start. The monthly care plan (which includes hosting) is paid by Direct Debit. Domain renewals are invoiced once a year, with a reminder beforehand, and paid through a secure payment link.
• Domain prices are set by the registrar and can change. The price we confirm to you is the price you pay for that registration period. We will tell you the renewal price at ordering and again before each renewal.
• Monthly and annual prices can change. We will give you at least 30 days' written notice, and you can cancel before the change takes effect.
• If a payment fails we will tell you and try again once. If it is still unpaid after 14 days we may suspend hosting and care, and a domain will not be renewed.
• Late and unpaid amounts stay owed. For businesses, we may charge interest and costs under the Late Payment of Commercial Debts law.
• Our payment partners (GoCardless for Direct Debit, Stripe for cards) handle your payment details. We never see or store your full card or bank details.

7. Cancelling and refunds

7.1 Consumers: your 14-day cancellation right

If you are a consumer, you normally have 14 days from the day we accept your order to cancel a service you ordered online. But if you ask us to start the work straight away, then:

• If you cancel during the 14 days, you pay for what we have already done, including any non-refundable domain registry fee.
• Once a service has been fully carried out, you lose the right to cancel. A domain registration is fully carried out when the domain is registered.

You confirm this by ticking the box in section 10. If you do not want us to start within 14 days, leave that box unticked, and we will wait.

7.2 Businesses

If you are buying for a business, you have no statutory cooling-off period, and this section 7 is the whole of your cancelling rights.

7.3 How to cancel

Tell us in writing at [email protected] with your name and the domain. We will confirm within 2 working days. Cancelling the care plan (and so the hosting) does not cancel your domain, and cancelling your domain does not cancel your care plan.

7.4 If something goes wrong on our side

If we fail to deliver a service we agreed, or it is faulty, you can ask for it to be put right first. If we cannot fix it within a reasonable time, you can have a refund for the part we did not deliver. Nothing in this section limits your legal rights.

8. Acceptable use, suspension and ending the agreement

8.1 What we will not allow

• Anything unlawful, or that infringes someone else's rights.
• Phishing, malware, scams, spam, or sites that imitate another business or person.
• Adult content, content that promotes hate or violence, or content that exploits or endangers children.
• Selling regulated goods or services without the licences you need.
• Using our hosting to attack, scan or overload other systems.
• Giving false details when you order.

8.2 What we may do

If we reasonably believe you have broken 3.2 or 8.1, or a registry, court, regulator or the police tells us to, we may suspend the site or email straight away, and we will tell you why unless the law stops us. For minor problems, we will give you 7 days to fix them first. If the problem is serious or repeated, we may end the agreement. Domains may be locked or suspended by the registry whatever we do.

8.3 What happens if we end it

If we end the agreement because you broke it, you are not entitled to a refund of prepaid amounts. If we end it for any other reason, we refund unused prepaid care plan (which includes hosting) and email. In every case you can still move your domain away under 3.4, as long as everything you owe is paid and the domain is not under a registry or legal lock.

8.4 What happens when you cancel everything

Your site comes down 30 days after notice that the care plan has stopped. You get your website files, and you can ask us for a copy at any time in that period.

9. Liability, data protection and general terms

9.1 Our responsibility

• We will do the work with reasonable care and skill.
• We are not liable for losses we could not reasonably have foreseen, or for lost profit, lost sales or lost data, if you are a business.
• Our total liability to a business customer for any claim is limited to what you paid us in the 12 months before the claim.
• Nothing in this agreement limits liability for death or injury caused by negligence, for fraud, or for anything else the law does not allow us to limit. Consumers keep all their legal rights.
• We are not responsible for failures caused by registries, registrars, hosting platforms, payment providers or the internet that are outside our reasonable control.

9.2 Your personal data

• We collect your name, contact details and the information needed to register your domain and take payment. We use it to run your order, comply with the law and, if you say yes, to tell you about our services.
• When you sign online, we also record the date and time, and the internet address and browser details of the device you signed from, as evidence of who signed.
• Registry rules require us to pass registrant details to the registrar and registry. Some endings publish part of this publicly; ask us which details are shown for your domain.
• We share data only with providers who help us deliver your service (our registrar, hosting platform and payment providers) and where the law requires.
• You can ask to see, correct or delete your data, subject to what the law and registries require us to keep. Contact [email protected]. You can complain to the Information Commissioner's Office.
• Our full privacy notice explains more.

9.3 General

• This is the whole agreement between us, and replaces anything said before.
• We may change these terms for future orders. We will tell you about changes that affect existing services at least 30 days ahead and you can cancel before they start.
• You may not transfer the agreement to someone else without our written consent, except that you can sell your domain under 3.1.
• If one part of this agreement is found unenforceable, the rest stays in force.
• This agreement is governed by the law of England and Wales, and the courts of England and Wales can hear disputes (consumers living in Scotland or Northern Ireland can use their local courts).
• Signing by typing your name or by electronic signature has the same effect as signing on paper.

10. Acknowledgements and signature

By ticking each box and signing, you confirm the following. Each one is a separate point, so please read them. On the quote form you tick them, type your full name and draw your signature on screen.

1. I have read and agree to this agreement, including sections 3 (domains), 7 (cancelling and refunds) and 8 (acceptable use).
2. I am the person named as registrant, or I have the authority to register this domain for the registrant, and every detail I gave is true and I will keep it up to date.
3. I understand that a domain registration is not refundable once the domain is registered, and that a domain only renews if I pay for the renewal.
4. I understand that if I do not pay a renewal, I can lose the domain permanently.
5. I understand hosting is for static websites only.
6. I understand there is no uptime guarantee and that I should keep my own copy of my website files.
7. I own, or have permission to use, all the text, images, logos and files I send to be published.
8. Consumers only (optional): I ask Tamar Digital to start my order within the 14-day cancellation period. I understand that if I cancel in that time I must pay for what has been done, and that once a service is fully carried out, including when my domain is registered, I lose my right to cancel.
9. I agree to the privacy notice.

We will send you a copy of what you signed. Keep it for your records.