Terms of Service
Last Updated: 01/07/2026
These Terms of Service explain how Candl provides managed website services, what clients can expect from us, and what we expect from clients.
By making payment, completing an onboarding form, approving website work, using our services, or continuing with a monthly subscription, you confirm that you have had the opportunity to read, understand and accept these Terms of Service.
If you have any questions before purchasing, please contact us at hello@getcandl.co.uk.
1. About Candl
Candl provides managed websites, simple automation, lead-focused website setup and related digital support for trades businesses and local service businesses.
Business name: Candl
Website: getcandl.co.uk
Email: hello@getcandl.co.uk
Phone: 07542 239300
In these terms:
“Candl”, “we”, “us” and “our” means Candl.
“Client”, “you” and “your” means the person or business purchasing or using our services.
“Website” means a website built, managed, hosted or maintained by Candl.
“Services” means the website packages, hosting, support, maintenance, add-ons, automation, setup and related services provided by Candl.
2. Who our services are for
Candl is primarily designed for business clients, especially trades businesses and local service businesses.
Our services are intended for business use rather than personal household use. If you are purchasing as a consumer rather than as a business, you must tell us before purchasing so we can confirm whether the service is suitable and what cancellation rights may apply.
Nothing in these terms is intended to remove or limit any legal rights that cannot lawfully be removed or limited.
3. What these terms cover
These terms apply to:
website packages
monthly website support
hosting arrangements managed by Candl
domain setup, connection or renewal support
business email setup
approved add-ons
lead management tools
booking tools
email automation
SMS lead alerts
chatbot setup
payment links
visitor insights
local visibility support
related digital services provided as part of your chosen package or subscription
These terms do not apply to separate one-off work, custom work or future services unless those services are agreed in writing.
4. Our managed service model
Candl provides websites as a fully managed service.
This means:
Candl builds, hosts, manages and maintains the website.
Clients do not receive direct access to the Hostinger website builder, hosting dashboard or technical backend by default.
Candl manages technical setup, maintenance, support and agreed website changes.
Website support is managed-service support, not unlimited on-demand development.
Candl may use templates, layouts, third-party tools, integrations and systems as part of its managed setup.
The managed service is designed to give clients a professional website without requiring them to manage the technical side themselves.
5. Packages and add-ons
Candl offers website packages and add-ons as shown on our website, proposal, invoice, Stripe checkout page, payment link or written agreement.
Current packages may include:
Starter
Growth
Ultimate
Add-ons may be available depending on the package selected.
Ultimate includes all active add-ons unless we agree otherwise in writing.
Package features, prices and add-ons may change from time to time. The package you receive will be based on the package, checkout page, proposal or written agreement active at the time you purchase.
If there is a conflict between these terms and a specific written agreement, the specific written agreement will apply to that issue.
6. Payment
Payment is required before onboarding and before work begins.
By purchasing a package, add-on or service, you agree to pay the stated price through Candl’s chosen payment provider, usually Stripe.
Monthly subscriptions are paid in advance and continue until cancelled in line with these terms.
You are responsible for ensuring that your payment method remains active and that payments are made on time.
If payment fails, is cancelled or remains overdue, Candl may pause work, delay launch, suspend support, restrict access to managed services or stop providing services until payment is brought up to date.
Any one-off extras agreed outside your package may be invoiced separately.
Prices remain as agreed unless updated in writing at a later date.
7. Getting started and onboarding
Every client must complete an onboarding form before the build starts.
The onboarding form helps Candl collect the information needed to build and manage your website. This may include:
business name
contact details
business address or service areas
services offered
logos
images
written content
preferred colours or style
package and add-on selections
domain details
email setup requirements
website requirements
access details where needed
Work usually begins once:
the first payment has cleared; and
Candl has received enough onboarding information to begin.
A project will not be considered ready for completion until all relevant images, written content, business details and other required materials have been supplied by the client.
If onboarding information is incomplete, delayed or inaccurate, the build timeline may move accordingly.
8. Build timelines
Estimated build timelines from completed onboarding are:
Starter: 5 working days
Growth: 7 working days
Ultimate: 10 working days
These timelines are estimates, not guaranteed deadlines.
Timelines may be affected by:
delayed client responses
incomplete onboarding
missing content
unclear instructions
change requests
third-party platform issues
technical issues
additional features or add-ons
client approval delays
Candl will aim to deliver work efficiently, but we do not guarantee a fixed launch date unless agreed separately in writing.
9. Inactive or delayed projects
If a project becomes inactive for 6 weeks because required content, approvals or responses have not been received, Candl may pause the project and reschedule it around other work.
If a project remains inactive for 12 weeks, Candl may treat the project as cancelled or require a restart and rescheduling before work continues.
Additional fees may apply if significant time has passed, the project needs to be restarted, requirements have changed or previous work needs to be reviewed or rebuilt.
10. Client responsibilities
To keep the project moving smoothly, the client agrees to:
provide accurate and lawful information
respond to reasonable requests within a sensible time
provide logos, images, wording, contact details and service details needed for the site
check drafts, previews and revisions carefully before approval
make sure any content supplied can legally be used on the website
make sure business claims, reviews, qualifications and accreditations are accurate
keep login details for client-facing systems secure once access has been provided
use customer data, email tools and SMS tools lawfully
tell Candl promptly if something on the website is incorrect or outdated
You are responsible for the accuracy of the information you provide.
11. Client content
You must not provide content that:
you do not have permission to use
infringes copyright, trademarks or other rights
is misleading, false or unlawful
includes fake reviews
includes fake qualifications or accreditations
breaches advertising, trade, consumer or data protection laws
is abusive, discriminatory, offensive or inappropriate
Candl may refuse to publish content that we reasonably believe is unlawful, misleading, inappropriate, risky or unsuitable.
12. Reviews, accreditations and claims
You are responsible for ensuring that any reviews, ratings, qualifications, memberships, guarantees, accreditations or trade claims displayed on your website are accurate and can be evidenced.
Candl does not verify every client claim unless specifically agreed.
Candl may recommend softer wording where a claim could be risky, unclear or difficult to prove.
13. Website review and approval
Once the initial website build is ready, Candl will ask you to review it.
You are responsible for checking:
spelling
contact details
services
service areas
images
forms
links
pricing
legal wording
business details
accuracy of claims
any other important information
Candl will only publish the website once you have confirmed that you are happy for it to go live.
Approval should be given in writing where possible, for example by email, WhatsApp or another written message.
Once you approve the website for launch, you confirm that you are happy for the website to be published.
14. Revisions during the build
Reasonable revisions are included during the initial build so the website can be finished properly.
Revisions must stay within the agreed package, scope and purpose of the website.
If you request changes before launch, Candl will review them and, where reasonable, complete them before publication.
Major redesigns, repeated changes, new pages, new features, extra integrations or changes outside the agreed scope may require an additional fee or package upgrade.
Candl may correct obvious formatting, spelling, technical or compatibility issues before or after launch where that helps deliver a better final result.
15. Edits after launch
Once the website is live, the monthly service includes one small website edit per week unless otherwise agreed.
A small edit usually means a minor change such as:
updating text
replacing an image
changing a phone number
updating opening hours
adding a simple notice
making a light layout adjustment
A small edit does not include:
redesigning whole pages
building new complex sections
adding advanced integrations
writing large amounts of new copy
creating full new service pages
large gallery updates
custom development
complex automation changes
urgent same-day development work
ongoing SEO campaigns
Unused small edits do not roll over unless Candl agrees otherwise in writing.
16. Hosting, maintenance and security checks
Candl packages include managed hosting, maintenance and basic security checks while the subscription remains active.
This may include reasonable checks on:
website availability
forms
site functionality
basic technical setup
maintenance items where relevant
general website health
Candl will take reasonable steps to keep websites working properly, but we do not guarantee that a website will always be online, error-free, uninterrupted or immune from security issues.
Some issues may be caused by third-party platforms, hosting providers, domain registrars, email providers, embedded tools, payment providers, browsers, internet service providers or other factors outside Candl’s control.
Candl is not responsible for outages, disruptions or losses caused by third-party providers or services outside our reasonable control.
17. Third-party tools and platforms
Candl may use trusted third-party tools and platforms to deliver services.
These may include:
Hostinger
Stripe
Calendly or similar booking tools
Hostinger Email
Hostinger Reach
Google Sheets
Zapier
Loom
chatbot tools
analytics tools
visitor insight tools
heat map tools
domain providers
email providers
form tools
SMS providers
Third-party tools may have their own terms, pricing, restrictions, limits, policies and outages.
Feature availability may change if a third-party platform changes its pricing, functionality or terms. If that happens, Candl will try to offer a reasonable alternative where possible.
Candl is not responsible for third-party changes, price increases, restrictions, errors, downtime, data loss, account suspensions or platform decisions outside our control.
18. Domains
Where included, Candl packages include a free domain for the first 12 months.
After the first 12 months, domain renewal or managed domain service is charged at £4.99 per month, unless agreed otherwise in writing.
Domain availability is not guaranteed.
Domains are normally purchased, connected, renewed or managed through Candl or a third-party provider.
Because domains are usually registered or renewed on a yearly basis, domain transfers may only be possible within relevant registrar rules and registration periods.
A client may request transfer of their domain where relevant, subject to:
outstanding payments being cleared
registrar rules
cooperation from the client
required client details being provided
third-party platform restrictions
reasonable admin or transfer requirements
Domain management is part of the standard service and is not treated as a public optional add-on.
19. Business email
Where included or purchased, Candl may help set up business email mailboxes.
Business Email Setup may include up to 3 mailboxes where applicable.
Clients may, where relevant, receive access to business email accounts created for their business.
Clients are responsible for:
using email accounts lawfully
keeping login details secure
checking inboxes regularly
avoiding spam
complying with email marketing rules
protecting account access
notifying Candl of issues promptly
Candl is not responsible for missed emails, client misuse, spam issues, email provider outages or problems caused by incorrect setup information provided by the client.
20. Forms, leads and enquiries
Candl may set up contact forms, callback forms, quote forms, booking forms or lead capture tools.
You are responsible for responding to enquiries and handling customer data lawfully.
Candl does not guarantee:
number of leads
quality of leads
response rates
bookings
sales
revenue
customer outcomes
The client remains responsible for running their business, replying to customers and following up with leads.
21. Lead Management System
Where included or purchased, Candl may provide a Lead Management System.
This is designed to help organise enquiries so they are not lost across emails, calls and forms.
The system may be delivered using simple tools such as spreadsheets, forms, automation tools or other suitable platforms.
It is not an advanced CRM, full sales platform or complete customer management system unless agreed separately in writing.
Clients are responsible for checking enquiries, updating their records and responding to customers.
22. Automated Booking
Where included or purchased, Candl may set up simple online booking for calls, consultations or appointments.
Automated Booking does not include complex job scheduling, engineer dispatch, route planning, diary management or full booking system administration unless agreed separately in writing.
Clients are responsible for managing their availability, appointments and customer communication.
23. Email Automation
Where included or purchased, Candl may set up simple email automation.
This may include basic enquiry responses, follow-ups or service-related messages.
Email Automation is designed to support simple enquiry handling and lead follow-up. It is not a full marketing funnel, sales system or customer service system unless agreed separately.
Clients are responsible for ensuring that automated emails, follow-up messages, customer lists and marketing communications are lawful, accurate and appropriate for their business.
Candl may refuse to set up or send messages that appear misleading, unlawful, abusive, spam-like or unsuitable.
24. SMS Lead Alerts
Where included or purchased, Candl may set up SMS Lead Alerts.
SMS Lead Alerts are designed to notify you when a new enquiry is received.
They are subject to fair use and third-party provider availability.
SMS Lead Alerts are not two-way SMS marketing and Candl does not guarantee instant delivery of every SMS message.
Clients are responsible for ensuring that any SMS use connected to their business is lawful, accurate and appropriate.
25. AI Chatbot
Where included or purchased, Candl may set up an AI chatbot or similar tool.
The AI Chatbot is designed to answer common questions and help capture enquiries when the business is busy or offline.
It is not a replacement for:
the business owner
a staff member
a qualified tradesperson
customer service
pricing decisions
emergency advice
legal, safety or professional responsibilities
AI chatbot responses may sometimes be incomplete, inaccurate or unsuitable.
Clients are responsible for checking that key information such as services, prices, areas covered, availability, emergency wording and contact details is accurate.
Clients should inform Candl if the chatbot gives incorrect, misleading or unsuitable responses.
Chatbot features are subject to fair use and third-party platform availability.
Clients do not receive access to the chatbot dashboard or internal chatbot management area unless Candl expressly agrees otherwise in writing.
26. Price Calculators
Where included or purchased, Candl may create a simple estimate or guide calculator.
Price Calculators are for general guidance only and should not be treated as guaranteed final quotes unless the client clearly chooses to operate them that way.
Clients are responsible for checking calculator wording, logic, prices and assumptions before publication.
Candl is not responsible for losses caused by incorrect calculator inputs, outdated pricing, client pricing changes or customer misunderstanding.
27. Payment Links
Where included or purchased, Candl may help set up Stripe payment links, deposit links or similar simple payment options.
Payment Links are intended for simple deposits, payments or payment requests.
Unless agreed separately, Payment Links do not include:
a full ecommerce checkout
stock management
invoicing system setup
accounting setup
payment dispute management
chargeback management
Clients are responsible for:
the products or services they sell
pricing
customer refunds
customer disputes
payment terms
chargebacks
tax obligations
legal compliance
Candl is not responsible for failed payments, chargebacks, customer disputes, payment provider decisions, account reviews, provider outages, transaction fees or delays caused by third-party payment platforms.
28. Visitor Insights
Where included or purchased, Candl may provide basic visitor insights, analytics or heat map-style information where possible.
Visitor Insights are designed to provide general website performance information.
They are not guaranteed to be fully accurate, complete or available at all times.
Third-party analytics and tracking tools may be affected by cookie consent, browser settings, ad blockers, platform restrictions or technical issues.
29. Monthly Performance Audit
Where included or purchased, Candl may provide a Monthly Performance Audit.
The first audit will usually happen after the website has been live for around 30 days.
Audits may be delivered by Zoom, Loom, written summary, practical update or another suitable format.
Performance audits are designed to review the website and suggest practical improvements.
They do not guarantee rankings, leads, sales, revenue or specific business results.
30. Local Visibility Support
Where included or purchased, Candl may provide Local Visibility Support.
This may include light local website improvements such as:
headings
service wording
location relevance
page titles
meta descriptions
internal links
FAQs
image alt text
simple local service pages where suitable
Local Visibility Support is not a full SEO campaign.
It does not include, unless agreed separately:
guaranteed rankings
backlink building
paid advertising
Google Business Profile management
ongoing blog writing
technical SEO campaigns
competitor campaigns
reputation management
Candl does not guarantee Google rankings, search visibility, traffic, leads, sales or revenue.
31. Fair use and feature limits
Some package features and add-ons may be described as unlimited or usage-based.
These features are provided on a fair and reasonable use basis.
Fair use applies to usage-heavy features and support, including:
Unlimited Pages
Unlimited Images
SMS Lead Alerts
AI Chatbot usage
Email Automation
Lead Management System
Visitor Insights
support requests
website edits
storage
form submissions
automation usage
Fair use means the service must be used reasonably for a normal trades or local service business.
Unlimited pages and unlimited images do not include excessive, abusive, unusually high-volume or unreasonable use.
Candl may review, limit, pause, quote separately or adjust a feature where usage becomes excessive, technically unsuitable, commercially unreasonable or outside the intended scope of the selected package.
32. Scope exclusions
Unless agreed separately in writing, Candl’s monthly website packages do not include:
full ecommerce stores
custom software platforms
advanced CRM builds
full job scheduling systems
social media management
paid advertising
backlink building
Google Business Profile management
full SEO campaigns
legal documents for the client’s own business
full brand identity packages
large-scale copywriting projects
complex custom development
app development
advanced reporting systems
full marketing strategy
reputation management
ongoing blog writing
Where a request sits outside the agreed package or add-on scope, Candl may quote for it separately or recommend a suitable third-party provider.
33. Access, ownership and managed systems
Candl provides the website as a managed service.
For that reason, clients do not receive direct access to the website builder, hosting dashboard or internal website management areas unless Candl agrees otherwise in writing.
Clients may, where relevant, have access to business email accounts, lead management systems, booking systems or similar client-facing tools created for their business.
Unless otherwise agreed in writing, Candl retains ownership of the website build, layout structure, templates, code, integrations, automation setup, technical configuration and other managed systems it creates as part of the service.
The client keeps ownership of their own:
logos
photographs
brand assets
written content supplied by the client
business information
customer data received through the client’s business
A website transfer, export, handover, dashboard access or backend access is not included unless agreed separately in writing.
34. Stock images and third-party content
Candl may use stock images, icons, fonts, templates or other third-party materials where suitable.
These may be subject to third-party licences and restrictions.
Clients must not reuse, resell, copy or transfer third-party materials outside the website unless they have the right to do so.
Clients are responsible for ensuring that any images, logos, testimonials or other materials they provide can legally be used.
35. Data, privacy and customer communications
Candl may help set up website forms, lead systems, booking tools, email tools, analytics, heat maps, chatbot tools and other third-party services.
The client remains responsible for how they use any customer data collected through their website or connected systems.
The client is responsible for making sure their use of customer data, email follow-ups, SMS messages, marketing campaigns, privacy notices and customer communications complies with any laws or rules that apply to their business.
Candl can provide practical setup support but does not provide legal, data protection or regulatory advice unless expressly agreed in writing.
Candl will handle personal data in line with its Privacy Policy.
36. Confidentiality
Both Candl and the client agree to keep confidential information private where it is clearly confidential or should reasonably be treated as confidential.
This does not apply to information that:
is already public
becomes public without a breach of these terms
is independently developed
is required by law
needs to be shared to provide the service
37. Working relationship and reasonable behaviour
Candl aims to be flexible, helpful and professional, but the service is designed for reasonable use.
If a client repeatedly requests excessive changes, behaves abusively, refuses to cooperate, gives unclear instructions, or makes the working relationship unmanageable, Candl may review whether the arrangement can continue.
Where appropriate, Candl will normally give a warning first and try to resolve the issue professionally.
If the issue continues, Candl may choose to end the service at the end of the current billing cycle.
Candl may refuse work that is unlawful, misleading, abusive, infringing, discriminatory or otherwise inappropriate.
38. Cancellations
A client may cancel their monthly service by written communication or through Stripe where available.
Cancellation should be sent in writing so there is a clear record.
Unless otherwise agreed, the website and related managed service will stay active until the end of the paid billing month and will then be scheduled for removal, shutdown or suspension.
If the service is cancelled, Candl is not required to continue hosting, maintaining, updating or supporting the website after the paid period ends.
If the client wants a domain transfer, that request should be made as early as possible.
It is the client’s responsibility to cancel before the next payment date if they do not wish to continue.
39. Refunds
Refunds are limited because time and work begin to be invested early in the process.
However, Candl aims to be fair and reasonable.
Our refund rules are:
During the build: full refund minus a £20 cancellation fee.
After launch: no refund because the website work has been completed and published.
Monthly payments: a refund may be requested within 2 days after a monthly payment is taken.
After the 2-day monthly payment refund window, the payment for that billing period is normally non-refundable.
No refund is due for:
completed work
live service periods already used
third-party costs already incurred
domain periods already paid for
hosting periods already paid for
services already delivered
work delayed by missing client content, approvals or responses
Refund requests must be sent to:
Refunds are reviewed in line with these terms and applicable law.
40. Service suspension or termination
Candl may suspend or terminate services if:
payments are overdue
the client breaches these terms
the client misuses the service
the client provides unlawful or misleading content
the client behaves abusively or unreasonably
third-party services become unavailable
continued service creates legal, technical, security or reputational risk
the client repeatedly refuses to cooperate or provide required information
the project becomes inactive for an unreasonable period
Where reasonable, Candl will try to give notice before suspension or termination.
41. No guarantees
Candl will use reasonable care and skill when building and maintaining websites.
However, Candl does not guarantee:
Google rankings
lead numbers
sales
revenue
business growth
customer enquiries
page speed scores
uninterrupted website availability
specific performance results
third-party platform performance
that every visitor will become a customer
Results depend on many factors outside Candl’s control, including industry, location, pricing, reputation, response speed, competition, demand, customer service, search engine changes and customer behaviour.
The client remains responsible for how they run their own business, respond to leads and use the services provided.
42. Limitation of liability
Candl will provide the service with reasonable care and skill.
However, Candl is not responsible for indirect losses, loss of profit, loss of revenue, loss of enquiries, loss of business, loss of data, reputational damage or losses caused by third-party platforms, client delay, client error, search engine changes, customer behaviour, payment provider issues or factors outside Candl’s reasonable control.
Where Candl is legally responsible for a loss, Candl’s total liability will normally be limited to the amount paid by the client for the service during the previous 3 months.
Nothing in these terms limits or excludes liability where it would be unlawful to do so.
43. Complaints and problem resolution
If you are unhappy with any part of the service, you should raise the issue as soon as possible by email or message so it can be reviewed and, where appropriate, put right.
Candl will aim to respond within a reasonable timeframe.
Both sides agree to try to resolve genuine issues in a practical and professional way before matters escalate.
Complaints should be sent to:
44. Changes to these terms
Candl may update these Terms of Service from time to time to reflect service changes, process improvements, legal updates or changes in the tools used to deliver the service.
The latest version will be available on this page.
If changes are significant, Candl may notify active clients by email or another reasonable method.
Continuing to use our services after changes are published means you accept the updated terms.
45. Governing law
These terms are governed by the laws of England and Wales.
Any disputes will be handled by the courts of England and Wales, unless another legal requirement applies.
46. Contact us
If you have any questions about these Terms of Service, contact Candl at:
Email: hello@getcandl.co.uk
Phone: 07542 239300
Website: getcandl.co.uk
Contact
Phone
hello@getcandl.co.uk
0754 2239 300
© 2026. All rights reserved.