Terms of Service

1. Who we are

PallettAi ("we", "us", "our") is an independent creative technology studio based in the United Kingdom. We build websites, refreshes, automated tools (including Telegram bots), and offer ongoing aftercare plans. By using pallettai.org or commissioning any of our services, you agree to these terms.

2. What these terms cover

These terms govern: (a) your use of our website and its free tools, and (b) any paid services you commission from us. They form the entire agreement between us. If we've agreed something in a written proposal that differs from these terms, the proposal wins for that project. Nothing in these terms affects your statutory rights as a consumer.

3. Quotes and proposals

• Every project starts with a written quote or proposal setting out scope, price, and timeline.
• Quotes are valid for 30 days from the date we send them.
• Work outside the agreed scope is quoted separately and never started without your written approval.

4. Deposits and payment

• Most projects require a deposit before work begins. The deposit funds the discovery, design exploration, and setup — the invisible work that makes the visible work possible. Deposits are £49 for a Refresh & Upgrade, £99 for a Create Website, and £149 for Custom Builds & Bots, or as stated in your written proposal.
• The balance is due on completion, or per the staged schedule in your proposal, before final delivery.
• Deposit refunds: your deposit is refundable in full (minus any card-processing fees already incurred) up until the moment you confirm in writing that you're happy to proceed with a selected design and plan for your specification. From that point the deposit is non-refundable — it pays for the bespoke build work that begins immediately on your approval, which cannot be returned. We always confirm your approval back to you in writing, so there's never any doubt about where you stand.
• By paying a deposit through our payment links, you agree to these terms — including this refund policy — and you expressly consent to bespoke work beginning as soon as you approve a design and plan. You acknowledge that once you give that approval you lose the right to cancel under the Consumer Contracts Regulations 2013 (if you'd rather keep your 14-day cooling-off right, tell us before we start and we'll simply not begin until it has passed).
• All payments are processed securely by Dodo Payments in Great British Pounds (£). Dodo acts as merchant of record, so sales tax and VAT on your purchase are handled by them. We never handle or store your card details.
• Monthly aftercare plans are billed by Dodo Payments on a recurring basis until cancelled. You can cancel a monthly plan any time — from the customer portal or by emailing us — and you'll keep service until the end of the period you've paid for. Annual aftercare is a separate one-off payment covering twelve months and does not renew automatically.

5. How we work

• We typically deliver a preview model early in the project so you can see and feel the direction before we go further.
• You'll get a defined number of revision rounds (stated in your proposal) at no extra cost; further rounds are quoted separately.
• Timelines are estimates given in good faith. Delays caused by waiting on you — content, feedback, access, or approvals — extend the timeline by the same amount.
• Every build passes our layered error and security checks before launch. If we find an issue after launch that's caused by our code, we fix it free of charge within 30 days of launch.

6. Your responsibilities

You agree to provide us, in good time and at no cost to us:

• Accurate information, branding assets, copy, and any content the project needs;
• Timely feedback and approvals — we can't build on silence;
• Lawful use of anything you supply. You confirm you own or hold the rights to all content, images, and trademarks you provide, and you'll keep us harmless if you don't.

7. Acceptance and delivery

You'll be treated as having accepted the completed work when you (a) confirm it in writing, (b) start using it in business, or (c) go 14 days without raising issues after we've asked for your sign-off. "Accepted" means the scope in your proposal is delivered and working — not that every hypothetical future idea is included.

8. Refunds — how we handle them

We're a new studio selling time and skill, not boxes off a shelf. Our work is bespoke, so refunds work differently to physical goods — but we aim to be scrupulously fair. Here's exactly where we stand:

• Before you approve a design & plan: cancel in writing any time before you've confirmed you're happy to proceed with a selected design and plan, and your deposit is refunded in full, minus any card-processing fees already incurred.
• After you approve a design & plan: the deposit is non-refundable. Your written approval starts the bespoke build of the design you chose — time and skill already spent, which can't be returned. We always confirm your approval back to you in writing, so the boundary is clear.
• If we fail to deliver: if we don't complete the agreed scope to a workable standard, we'll fix it at our cost. If we can't put it right within a reasonable period, you get a pro-rata refund of the amounts paid for the work not delivered. Your money follows the work.
• Aftercare plans: cancel any time — no notice period beyond the current billing cycle. There's no partial refund for a period already paid for and delivered (the care in that month has already been performed), and no charge for cancelling. For prepaid annual plans, we'll refund the unused months pro-rata if you cancel or if we end the plan.
• No refunds for: work already accepted and delivered, content or requirements you supplied that proved unsuitable, third-party fees (domains, hosting, subscriptions, API costs) already paid on your behalf, or a change of mind after sign-off.

Chargebacks and payment disputes. If anything's wrong, tell us first — we answer within 48 hours and we'll put it right. Raising a chargeback or payment dispute with your card provider without contacting us first is a breach of these terms. If a dispute is raised, we'll contest it with the evidence we keep on every project: these terms (which you agree to at checkout), our refund policy, your written approvals, our correspondence, and our project records. Those records are accurate and complete, and by commissioning us you agree they may be relied on in any dispute.

Consumers' cooling-off rights. Under the Consumer Contracts Regulations 2013, when you buy online you normally have 14 days to change your mind. Because our work is bespoke and starts as soon as you instruct us, the regulations allow the right to cancel to be lost where you expressly consent to work starting during the cooling-off period and acknowledge that you lose the right to cancel once it does. By commissioning a project, you give that consent and acknowledgement. If you'd rather keep your 14-day cooling-off right, tell us before we start and we'll simply not begin until it has passed.

Your statutory rights are never affected. If you're a consumer, the Consumer Rights Act 2015 still protects you: services must be carried out with reasonable care and skill, and digital work must be as described and fit for purpose. If we fall short, you're entitled to a repair, a redo, or a price reduction — and nothing in these terms removes that. The refunds above are what we offer on top of, not instead of, your legal rights.

9. Ownership and intellectual property

• We retain ownership of the work until payment in full. Once paid in full, you own the commissioned website and its custom code, for the agreed scope.
• We retain ownership of our tools, frameworks, processes, and any code we built before the project or build to reuse across projects. Where we use those in your build, you get a perpetual, royalty-free licence to use them as part of your site — not to resell or relicense.
• Third-party components (open-source libraries, fonts, plugins) remain under their own licences.
• We love showing our work. Unless you opt out in writing, we may list your project in our portfolio and case studies. Nothing confidential — figures, strategy, or unpublished plans — appears without your permission.

10. Our liability

We take our work seriously and stand behind it. But we can't be an insurer of everything around it. To the maximum extent the law allows:

• Our total liability for any claim relating to a project is capped at the total fees you paid us for that project.
• We're not liable for indirect or consequential losses — loss of profits, revenue, data, or opportunity — however caused.
• Third-party services: hosting outages, payment-provider downtime, Telegram or API changes, or anything supplied by a third party we don't control is outside our liability. We'll always help you respond, but we can't answer for someone else's platform.
• Your content: we're not liable for the accuracy, legality, or performance of content you supplied, or for how your business uses the finished work.

Nothing in these terms limits or excludes liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit or exclude. If any part of this section is found unenforceable, the rest of these terms continue in full effect.

11. Aftercare and ongoing support

• Aftercare plans cover defined ongoing care — updates, small changes, monitoring, and priority responses — as described on our pricing page at the time you sign up.
• We may change plan features or prices in future for new subscribers. If we ever change them for existing subscribers, we'll give you at least 30 days' written notice and you can cancel without charge.
• We can suspend or end a plan with notice if the work requested falls outside the plan's scope, is unlawful, or would damage our reputation or systems.

12. Cancelling a project

• By you: you can pause or cancel a project in writing at any time. You pay for the work done up to that point (assessed at the rate in your proposal), and any prepaid balance for work not yet done is refunded.
• By us: we can cancel with notice if you don't supply what the project needs for a sustained period, if payment is overdue, or if continuing would be unlawful. In that case you pay for completed work and receive a refund for the rest.

13. Confidentiality

We keep everything you share with us confidential — your ideas, your numbers, your strategy. We only ever disclose what's needed to deliver your project (e.g. to hosting or payment providers), and we won't share your details with anyone else, ever. This survives the end of the project.

14. Disputes

If something's not right, tell us first — we answer everything within 48 hours and we'd rather fix a problem than argue about it. If we can't resolve things directly, you can raise a formal written complaint, we'll respond within 14 days, and where we can't agree you're free to take independent advice, contact your local Citizens Advice, or pursue the matter through the courts. Consumers' statutory rights and remedies are unaffected by this process.

15. Governing law

These terms are governed by the laws of England and Wales, and both sides submit to the exclusive jurisdiction of its courts. If you live elsewhere in the UK, you still benefit from the mandatory protections of the law where you live.

16. Changes to these terms

We may update these terms as the business, the law, or our services evolve. Material changes for existing clients are flagged by email at least 30 days before they take effect. Continued use of our services after that means you accept the updated terms.

17. Contact

Questions about these terms, a quote, or a dispute? Email support@pallettai.org and a real human will reply within 48 hours. If your question is about existing work rather than these terms, start at the support desk.