Terms of service | FlowSolvio

1. Who we are

FlowSolvio is run by Kevin Doherty and Derry Doherty, trading as FlowSolvio. We're not a limited company.

"You" means the business or person who orders from us. These terms apply to every quote, project, care plan and hosting service unless we agree otherwise in writing.

2. Business and consumer customers

Our services are designed for businesses. If you buy as an individual for purposes outside your trade, business or profession, you're a consumer. In that case section 6 applies, and nothing in these terms affects your statutory rights.

3. Quotes and scope

Every project has a written, fixed-price quote. It sets out what's included (the scope), what's excluded, what we need from you, and an estimated timeline.
Quotes are valid for 30 days.
A contract starts when you accept the quote in writing (email is fine) and, where requested, pay any deposit.
Anything outside the scope is a change. We'll quote for changes before doing any work and won't charge for extra work you haven't agreed.
Timelines depend on you giving us access, content and feedback on time. Delays on your side may move delivery dates.

4. Prices and payment

Prices are fixed as quoted.
Projects are paid in three stages, unless your quote says otherwise: a 50% deposit on acceptance; 25% at a milestone, once the graphical work, wireframes or workflows are confirmed; and 25% on completion, before we go live or hand over artefacts.
Care plans and hosting are billed monthly in advance.
Invoices are due within 14 days.
Late payment (business customers): we may claim statutory interest and fixed compensation under the Late Payment of Commercial Debts (Interest) Act 1998. Interest is 8% above the Bank of England base rate, and compensation is £40–£100 depending on the debt. We may pause work or services after giving you 7 days' written notice of an overdue invoice.
Third-party costs: software subscriptions, licences, domains and API usage are paid by you directly unless your quote says otherwise.

5. Delivery and acceptance

We'll tell you when work is ready to test. You have 10 working days to report anything that doesn't match the agreed scope. We'll fix those issues at no cost. If we hear nothing, the work is treated as accepted. We provide 30 days of free fixes for defects after go-live.

6. Consumers: your right to cancel

If you're a consumer and the contract was made online, by phone or by email, you can cancel within 14 days of the day the contract was made, without giving a reason (Consumer Contracts Regulations 2013).

To cancel, email support@flowsolvio.com with a clear statement. A model cancellation form is available on request.
We won't start work within the 14 days unless you expressly ask us to. If you ask us to start and then cancel, you'll pay for the work done up to the point you tell us. If the work is fully complete within the 14 days and you've acknowledged you'd lose the right to cancel, you can no longer cancel.
Refunds are made within 14 days of cancellation.
Under the Consumer Rights Act 2015, we must provide our services with reasonable care and skill. If we don't, you can ask us to redo the work or, where that isn't possible, get a price reduction.

7. Care plans

Keep Flowing, £49 a month: monitoring of agreed automations and integrations, plus repairs up to 1 hour a month and one small fix a month of up to 30 minutes, including testing. A small fix is a minor change to something we've already built or maintain, such as updating a field mapping, changing a notification, swapping a recipient, or a small text or content change. Repairing something we built that stops working because of our error doesn't use up your fix. Unused fixes don't roll over.
Flow Forward, £149 a month: everything in Keep Flowing, plus 2 hours of support or improvement time a month. Unused hours roll over for one month, and you can bank at most 4 hours.
Extra time: £65 an hour in 15-minute blocks. We always quote before starting.
Not included: new builds, new integrations, redesigns, data migration or cleansing, third-party subscription costs, and fixing problems caused by changes made by you or a third-party provider (we'll quote for these).
Term and cancellation: 3-month minimum, then 1 month's notice. Cancel by email. If you cancel, your automations keep running on your own accounts.
Response targets are aims, not guarantees: we aim to respond within 1 working day.

8. Website development and hosting

Hosting is provided through a reputable third-party infrastructure provider that we choose. We aim for high availability but can't promise uninterrupted service. Planned maintenance and outages at the provider can happen.
Backups: we take regular backups (at least daily, kept for 30 days) and will restore on request. Backups are a safety net, not a guarantee. Please keep your own copy of important content.
Acceptable use: you mustn't use hosting for anything unlawful, infringing, abusive, for spam or malware, or anything that endangers the server or other customers. You're responsible for your site's content.
Suspension: we may suspend services without notice for security threats, illegal content or serious breaches. We may suspend after 7 days' notice for unpaid invoices. We'll restore service promptly once the issue is resolved.
Domains: domains are registered in your name, or transferred to you on request.
Leaving: if you leave, we'll provide your files, database export and domain transfer codes within 10 working days, once all invoices are paid.

9. Ownership and intellectual property

Once you've paid in full, you own the deliverables made for you, including your website, content, dashboards, reports and automation configurations, as well as your domain. We assign the copyright to you on payment.
You keep ownership of your own data, content, logos and materials. You give us permission to use them only to deliver our services.
We keep ownership of our pre-existing tools, templates, know-how and reusable code. We give you a permanent, non-exclusive licence to use those included in your deliverables.
Third-party software, plugins, connectors and platforms stay owned by their providers and are subject to their licences (see section 11).
Unless you tell us otherwise, we may mention you as a client and describe the work in general terms. We'll never share confidential details.

10. Confidentiality

Each of us will keep the other's confidential information secret and use it only for the project. This doesn't cover information that's public, already known, or that must be disclosed by law. This clause survives the end of the contract.

11. Third-party tools and licences

Our work often relies on third-party platforms (automation tools, business apps, Microsoft Power BI, cloud and hosting providers). Their terms, prices and availability are set by them. We're not responsible for their outages, price changes, API changes or discontinued features, but we'll help you respond (and quote if it's out of scope). You must hold the licences you need, such as Power BI Pro or Premium seats.

12. Data protection

We're a processor when we handle personal data on your behalf (for example, in your CRM, automations, reports or hosted site). The data processing terms in Schedule 1 apply.
We're a controller for our own business contact and billing records. See our privacy notice.

13. Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that can't legally be limited.
Business customers: we're not liable for loss of profits, revenue, data, business or goodwill, or for indirect or consequential loss. Our total liability under any contract is limited to the amount you paid us in the 12 months before the claim.
We're not responsible for losses caused by third-party platforms, your instructions, your own changes, or information you supply.
You're responsible for checking reports and dashboards before you rely on them for business decisions.
Consumers: we're responsible for loss that's a foreseeable result of our breach or our failure to take reasonable care. We're not responsible for business losses.

14. Ending the contract

Either of us may end a contract if the other materially breaches it and doesn't fix the breach within 14 days of written notice, or becomes insolvent or bankrupt.
On ending, you pay for work done and charges due up to the end date. We hand over completed deliverables (once paid for) and your data, then delete our copies within 30 days unless the law requires us to keep them.

15. Events outside our control

Neither of us is liable for delays or failures caused by events beyond reasonable control, such as major platform or internet outages, cyberattacks on third parties, power failures, illness, extreme weather or government action. If the event lasts more than 30 days, either of us can end the affected service.

16. Changes to these terms

We may update these terms. Changes don't affect projects already agreed. For care plans and hosting, we'll give at least 30 days' email notice of material changes or price changes, and you can cancel before they take effect.

17. General

These terms, plus your quote, form the whole agreement. If they conflict, the quote takes priority.
If a clause is found invalid, the rest stays in force.
Neither of us can transfer the contract without the other's agreement. We may use trusted subcontractors, and we stay responsible for their work.
No one else has rights under these terms (Contracts (Rights of Third Parties) Act 1999).
Notices are given by email to the addresses we each use for the project.

18. Law and disputes

These terms are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction. If you're a consumer living in Scotland or Northern Ireland, you may also bring proceedings in your local courts. We'll always try to resolve problems informally first, so please email support@flowsolvio.com.

Schedule 1: Data processing terms (UK GDPR Article 28)

When we process personal data for you:

Instructions: we process it only on your documented instructions (the quote, these terms and your emails), unless the law requires otherwise, in which case we'll tell you first if we can.
Details: the subject matter, duration, nature, purpose, types of data and categories of individuals are as described in your quote.
Confidentiality: anyone processing the data for us is bound by confidentiality.
Security: we take appropriate technical and organisational measures (Article 32), including access control, strong authentication, encryption where available and least-privilege access.
Sub-processors: you give general authorisation for the sub-processors we use (hosting and infrastructure, automation and cloud platforms). We'll keep a list available on request and tell you of changes, so you can object. We impose equivalent obligations on them.
International transfers: where a sub-processor processes data outside the UK, we rely on UK adequacy regulations or the IDTA or UK Addendum.
Assistance: we'll help you respond to data subject requests and meet your security, breach notification and DPIA obligations.
Breaches: we'll notify you without undue delay, and aim to do so within 48 hours of becoming aware of a personal data breach.
End of service: we'll delete or return the data at your choice, unless the law requires us to keep it.
Audits: we'll make available the information you need to show compliance and allow reasonable audits on reasonable notice.
Infringing instructions: we'll tell you if we think an instruction breaks data protection law.