Business Terms

Service Level Agreement for delivery of our products and services, Cancelation and Delivery policies
We will preiodically update these terms and conditions and you should check these to ensure you are aware of them.  Any order to proceed with works, however received, is acceptance of the terms and conditions.
Flame Concepts Service Level Agreement, Cancelation and Delivery Policy
Please note, our 'acceptable use policy' is linked and part of our delivery and terms of service with you our clients along with our 'privacy-policy' all form part of how we work with you and our customers. These may be updated from time to time so please check back for the avoidance of doubt.
Terms of reference
Terms of reference – ‘we’, 'us', ‘the company’ or ‘Flame Concepts’ is Flame Concepts Ltd, ‘you’,  ‘the purchaser’ or ‘client’ are buying products and services from us.  

Our services and support
We provide website design, mobile website/app solutions for existing Internet websites, online booking systems for accommodation providers, conferences and events/festivals and fairs, e-newsletters, virtual tours and photography.   In providing these Services, we may obtain and rely on certain information or delivery from third parties and third party software and applications. Whilst we cannot guarantee the accuracy or completeness of such data, the websites and mobile websites are guaranteed to run at a minimum of 99% ‘up time’.

Ticketing and registration servcies

Our booking and ticketing services are provided under our Terms of Service and related policies on - you should read these in full

We will respond to you as quickly as possible and always within these timescales:
We will endeavour to respond to support requests usually within the same working day. Telephone support and email support are provided during normal working hours (Monday to Friday 9am – 5pm).
Fair Usage - In order to maintain a good level of service for all service users, support services are subject to a Fair Usage Policy. The fair usage policy will identify the very small number of very heavy users of the support service. If this situation arises, Flame Concepts will communicate with these users to try and establish the cause of the high usage and suggest a satisfactory solution. In extreme cases excessive use of the support service may be charged at an hourly rate of £80 per hour.
We will provide the products and services agreed upon sell described in the Quotation and will require information, images and text from you to complete the works.  This Service Level Agreement outlines what we’ll do and what we’ll need you to do to work with us to allow us to help deliver our services efficiently, promptly and professionally.  We pride ourselves on our service delivery and relationship we build with our customers as it is very much like a partnership, please help us to support you.
Orders for Work or Project Delivery from Flame Concepts

This agreement is made between us, Flame Concepts Ltd, and you, the client, named on the quote or order duly accepted by your authorised representative.

Any training can be delivered on site in person with your nominated representative(s) or online; these will be mentioned specifically in the quote/order if required and any subsequent visits will be charged at a minimum of 55p per mile and £75 per hour or £280 per half day, whichever is the greater (all costs plus VAT at the standard rate)

You understand and agree that the person agreeing to the quote or order (be they the directors of a limited company or partners of a partnership) will be personally liable for any commitments made but not fully met by themselves or their organisations, especially if these organisations cease trading and monies remain owing to us, and this takes effect even if you are a corporate entity (company limited by shares or guarantee or Limited liability partnership). This clause excludes government organisations.

Any reference to a particular law or statute is a reference to it as it is in force for the time being and includes all changes to that law in the future.

Words in the singular include the plural and in the plural include the singular. A reference to one gender includes a reference to the other gender. Condition headings do not affect the interpretation of these conditions. Clause headings shall not affect the interpretation of this agreement.

A person includes a natural person, corporate or unincorporated body (whether or not having separate legal personality) and that person's personal representatives, successors or permitted assigns.

A reference to a company shall include any company, corporation or other body corporate, wherever and however incorporated or established.

A reference to any party shall include that party's personal representatives, successors or permitted assigns.

A reference to writing or written includes letters, faxes, e-mail or any other electronic means.


This agreement applies to the supply of all products and services by Flame Concepts Limited, unless we otherwise agree in writing. By commencing any project or service provision with us you are agreeing to these terms and to the exclusion of all others.  Where an outline specification for any development or delivery of products, services or web or software developement, we will proceed with that work on that basis.  Should any variation to the original outline be requested, this will impact on the timeline for delivery.  Any variation to the original specification will be charged at the full rate outlined in the quote which will be a minimum of £80ph and due upon completion of each element of work which may be staged over periods of time during the project life.


All quotes for work are valid for thirty (30) days, after which time all proposed work will be re-quoted. We take no responsibility for a re-quoted price differing from an original quote.

Final Agreement to proceed with work

The Final Agreement can be separate to the quote, or may be in addition to it depending upon the scale of the project, and may include such agreements as project agreement, service level agreements or any other  agreement as agreed to by both parties including variations proposed and agreed to on email communications.  Unless otherwise stated, email confirmation accepting the quote will be treated as a Final Agreement to proceed with the work.

The Quote and/or Final Agreement will include the specification as agreed by you, which you are asked to check carefully and agree or advise us to amend and correct, before confirming the order/agreement.

All Quotes/Final Agreements are valid for thirty (30) days, after which time if it hasn’t been signed by you, all proposed work will have to be re-quoted. We take no responsibility for a re-quoted price differing from the original Final Agreement.

Any material supplied by you should be provided in digital format and as 'final' copy (unless agreed otherwise). Alterations or revisions to correct errors in supplied material may attract additional charges that we shall explain to you in advance.

Any material supplied to us is assumed by us as being copyright cleared.

We may charge additional fees in the event of delays caused by you, including failure to provide us with such information, materials, instructions, media or approvals, as are reasonably required for the supply of the works, appropriately and/or on time.

We also reserve the right to make additional charges in the event of changes to the cost of labour, materials, services and other conditions outside of our reasonable control, or if you require the supply of additional or varied works, goods and services in addition from those described in the Quote/Final Agreement to which these terms apply.

We may increase the price for the designs if any information provided by you results in additional work required to be done by us.

We may terminate this agreement or the provision of any service with immediate effect if any payment due to us has not been paid by the due date for that payment, unless otherwise agreed by us.

We may terminate this agreement if you don’t provide us with any information, authorisation, permission or assistance which we require from you or that you need to obtain, within 21 days of us requesting it, in order to enable us to complete the work and any none-payment may result in restricted or suspended access to our systems or any websites delivered. 

Acceptance or rejection of design works

You will inspect the website, system set up, email or app design works regularly and shall inform us immediately if you wish to reject any part of the works because they do not comply with the Quote/Order/Final Agreement or are defective based on an ordinary objective basis. If the works do not comply with the Final Agreement based on an ordinary objective basis our liability shall be limited to correcting such defects within a reasonable time.  

You will only be entitled to reject the design/develop Works because they don’t comply with the Final Agreement taking into account any variation requests during the project . Rejection without good reason shall be deemed a breach of these terms.

Variation of works

If you require any change or alteration to the works stated in the Quote/Final Agreement, it will be agreed between us and completed and charged at the agreed rate or at least £80ph.  Variation requests will be considered as ordered for development/delivery of works from verbal, email and written requests.    You will be liable for full payment of these works and for the subsequent delay in delivery of the planned works.  We will do our best to keep any potential impact to the original timeline to a minimum however, where variations will impact on other planned works, we can not always guarantee an immediate allocation of time to complete any variation.  We will keep you informed of the estimated delivery.

When instructions or advice are given or received orally by us, we shall have no liability to you for any misunderstanding or misrepresentation, which may arise in relation thereto except in relation to fraudulent misrepresentations. We shall have no liability to you in respect of the materials or any impact to your business as a result of any delays incurred in delivery due to any variation of the original scope.


We reserve the right to mention this project by name in our own publicity & marketing material.

Jobs or services on hold or Cancelled

Where you instruct us to undertake any service, you will be responsible for our costs in providing that service whether or not it proceeds to its conclusion.

Jobs put on hold by you during production, where production is beyond the initial payment value and/or time, will be invoiced at current stage and materials. We may, at our discretion, invoice for the fees in full. This invoice must be paid in full together with any VAT that falls due accordingly.

You may not cancel your order of the works or otherwise terminate this agreement (except for material breach by us of a fundamental term of this agreement) at any time without full payment of the all the fees.

Use of third party contractors

We may occasionally employ a specialist Third Party Contractor to carry out some or all of any work which you instruct us to carry out for you. We shall pay the charges of Third Party Contractors on your behalf and recharge them to you with our own fees.  We select our partners and recommended suppliers with care and chose them based on them sharing our vision and drive for customer care and delivery.  We will always take all reasonable care in selecting and instructing a Third Party Contractor and where a service falls below our expectations, we will work to find a suitable alternative.


We agree to grant applicable copyright within our work on receipt of final payment outstanding. Some of our systems use open source code released under GPL (General Public Licence), copyright in this is cannot be 'owned' or sold. We don't sell these systems to you, we configure them for you. Please ask if you require specific details of licenses.

Any material supplied is assumed by us as being copyright cleared. You accept that you have exclusive copyright ownership in any material supplied to us. If this proves not to be the case you will indemnify us in full for any loss suffered as a result.

We may include the statement “Designed by Flame Concepts Ltd”, together with appropriate copyright notices, on the Design(s) and/or Website.  

Payment terms for web, app or development work

When we are in receipt of a Quote/Final Agreement complete with a non-refundable payment of 50% of the total value of works, we will commence work. No works will be entered into until such notification and payment has been received. We may, under certain circumstances, agree alternative payment terms; these will be agreed in advance and documented in the Quote/Final Agreement.

On completion of the agreed work as outlined in the Final Agreement, unless previously agreed in writing (by email, fax or letter) and signed by us, you will pay us the monies owed, without deduction, within 7 days of the date of invoice.

We are entitled to charge interest on late payment at the rate of 10% above the Bank Of England’s base rate then prevailing. Such interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after court judgment. You shall pay the interest together with the overdue amount.

We shall also be entitled to charge a one-off administration payment of £25 or 5% of the invoice value; whichever is the greater, on any overdue payment. Any additional reasonable costs incurred in the collection of such overdue payments will also be payable by you in full. These may include our debt collection and/or legal costs.  Access to the website by your teams may be restricted or removed if payment is not made on time and ultimetly may lead to the website being suspended without further notice.

All amounts due under this agreement shall be paid in full without any deduction or withholding other than as required by law. You shall not be entitled to assert any credit, set-off or counterclaim against us in order to justify withholding payment of any such amount in whole or in part.

Where we create or provide services or website design as part of any package such that elements of the package (which may be provided on either a 'inclusive' or 'pay as you go' option as part of that package), including but not excluisvely limited to web design and hosting, you will be liable to pay the full cost of the development of the website/service at the market rate should the service/package be altered or changed during a period of at least 36 months from commencement of the agreement.  

Websites or services created for clients that are part of packages where the website is not paid for are not owned by you at any point.  If a website is developed and you wish to take the site over at the end of a term, payment for the development must be made in full along with any  transfer/administration fees and costs prior to any transfer taking place.  Stopping any payments or cancelling a contract will cancel the website/service.

Flame Concepts Ltd will remain the owner of any code and intelliectual property for development work paid for by you for any bespoke delivery or special requirements to its existing systems or services.


The agreement between us will be concluded in the English language and our relationship with you will be governed by English law and will be subject to the exclusive jurisdiction of the English courts.

Illegal matters

We reserve the right not to print or publish any matter deemed illegal, libellous or offensive, or which may be an infringement of the proprietary or other rights of any third party. This agreement indemnifies us in respect of any claims, costs and expenses arising out of any libellous matter or any infringement of copyright, patent, design or of any other proprietary or personal rights contained in any material printed or on a website designed for you. The indemnity shall extend to any amounts paid on legal advice in settlement of any claim.

Consequential loss

We accept no liability whatsoever for consequential or third party losses, resulting in a delay in delivery or errors in set up or forms howsoever caused. By signing/using our servicesyou agree that the price payable reflects this element (which otherwise would necessitate a higher price payable) and that accordingly you are advised to obtain appropriate insurance to cover your own risks in this matter.

Financial loss

We accept no liability whatsoever for financial loss or loss of earnings arising from products or services provided by us. Again you are advised to obtain your own insurance in this matter.

Force majeure

We accept no responsibility if we are unable to carry out any provision of the contract for any reason beyond our control including (without limiting the foregoing) Act of God, legislation, war, fire, flood, drought, failure of power supply, lock-out, strike or other action taken by employees in contemplation or furtherance of a dispute or owing to any inability to procure materials required for the performance of the contract. During the continuance of such a contingency you may, by written notice to ourselves, elect to terminate the contract and pay for work done and materials used, but subject thereto shall otherwise accept delivery when available.


We shall not be liable for any loss to you arising from delay in transit caused by circumstances beyond our reasonable control. Our maximum liability to you in any event is limited to the price paid for the Products and/or Services as detailed in our quote.


If you cease to pay your debts in the ordinary course of business or prove unable to pay your debts as they become due or, being, a company, is deemed to be unable to pay its debts, or has a winding-up petition issued against it or, being a person, commits an act of bankruptcy or has a bankruptcy petition issued against it, we, without prejudice to other remedies, shall:

(i)    have the right not to proceed further with the contract or any other work for you and be entitled to charge for work already carried out (whether completed or not) and materials purchased for you, such charge to be an immediate debt due to it, and

(ii)    be able to terminate this agreement with immediate effect, and

(iii)    in respect of all unpaid debts due from the you, have a general lien on all goods and property in our possession (whether worked on or not) and shall be entitled on the expiration of 14 days' notice to dispose of such goods or property in such manner and at such price as we think fit and to apply the proceeds towards such debts, and

(iv)    be able to secure your indebtedness to us to all or any of your assets as a secured creditor (for which you shall be obliged to cooperate with us in full and for which you shall execute such reasonable documentation as we may reasonably demand failing which we shall be able to execute on your behalf and at your cost all and any such documentation that secures the debt you owe us), and

(v)    be indemnified fully of all debts owed by you to us jointly and severally including without limit by: you, your parent company, subsidiary, executive directors and officers of your organisation personally and partners of your partnership or LLP partnership personally.

Data protection

We agree keep your confidential information confidential, including all administration areas of websites. All such data recorded by a website will be secure, and all information will be treated as confidential in accordance with the Data Protection Act 1998.

There are additional addendems to our terms of service for organisers and third party contractors available due to updated EU legislation (GDPR) in May 2018

Office Hours

Our office hours are 9am - 5.00pm, Monday to Friday. Telephone calls received out of hours will be diverted to our answering machine and dealt with on the next working day.

Sundry provisions

No failure or delay by a party to exercise any right or remedy provided under this agreement or by law shall constitute a waiver of that or any other right or remedy, nor shall it preclude or restrict the further exercise of that or any other right or remedy. No single or partial exercise of such right or remedy shall preclude or restrict the further exercise of that or any other right or remedy.

Nothing in this agreement is intended to, or shall be deemed to, establish any partnership or joint venture between any of the parties, constitute any party the agent of another party, nor authorise any party to make or enter into any commitments for or on behalf of any other party.

At its own expense each party shall and shall use all reasonable endeavours to procure that any necessary third party shall promptly execute such documents and perform such acts as may reasonably be required for the purpose of giving full effect to this agreement.

No variation of this agreement shall be effective unless it is in writing and signed by the parties (or their authorised representatives).

If any provision of this agreement (or part of any provision) is found by any court or other authority of competent jurisdiction to be invalid, illegal or unenforceable, that provision or part-provision shall, to the extent required, be deemed not to form part of this agreement, and the validity and enforceability of the other provisions of this agreement shall not be affected.

Any notice or other communication required to be given under this agreement shall be in writing and shall be delivered personally, or sent by pre-paid first class post or recorded delivery or by commercial courier, or by email or any other electronic means to each party required to receive the notice or communication at its address as set out below:

You: The (email) address we have used in our quotation and/or Final Agreement to you.

Us: Our Cockermouth office (email) address or as otherwise specified by the relevant party by notice in writing to each other party.
Any notice or other communication shall be deemed to have been duly received:

i.    if delivered personally, when left at the address and for the contact referred to in this clause; or

ii.    if sent by pre-paid first class post or recorded delivery, at 9.00 am on the second Business Day after posting; or

iii.    if delivered by commercial courier, on the date and at the time that the courier's delivery receipt is signed.

The provisions of this clause shall not apply to the service of any proceedings or other documents in any legal action.

This agreement may be executed in any number of counterparts, each of which when executed and delivered shall constitute an original of this agreement, but all the counterparts shall together constitute the same agreement. No counterpart shall be effective until each party has executed at least one counterpart.

A person who is not a party to this agreement shall not have any rights under or in connection with it.

Design or build services
In all of our services, we quote based upon information provided at the time.  The quotes are therefore based on a time element.  A maximum set of amends or adjustments are applied, usually 1, to each project.  Above this, additional charges at the design rate of £80ph (plus vat) are charageable.
Web packages
To complete a mobile web app/website, we will require your logo, approved text and images in jpg and png formats no larger than 1000px wide or high and no higher than 180dpi.  If you are unable to provide the images in the requested format, we can change and amend your images to the right format for you but this will require additional time and incur a minimum £75 cost plus VAT.
We will provide you with screen shots throughout the development as samples and need prompt replies to ensure delivery of the project.  If you are unable to reply within the same day, it may delay the final delivery so your support is needed!
By supplying approved text and images and agreeing a format for the delivery of the mobile app/website, it will be designed to that format.  We appreciate that as this may be a new feature for you, understanding the full impact of the layout/text may change when you see it so are happy to tweak minor points for you during development up to two times.   Any further amendments shall be charged for by us at the rates specified in the Quotation or if none at our standard rate (£80ph) appertaining from time to time and any such charges shall be invoiced and payable in the same way as the Price.
As we do not claim ownership of the content you place on your website or content submitted by you for inclusion on it, you agree, by submitting content to us, to grant us a world-wide, royalty-free, and nonexclusive license to reproduce, modify, adapt and publish the content solely for the purpose of displaying, distributing and promoting your mobile website, and storing it on third party servers. This license exists only for as long as you remain a customer of Flame Concepts and shall be terminated upon receiving written notice from you.  You acknowledge that Flame Concepts do not pre-screen Content, however, we reserve the right (but not the obligation) at our sole discretion to refuse or remove any content and without limiting the foregoing, we shall have the right to remove any Content that violates this Agreement or is otherwise objectionable.
It is your obligation to ensure that you fully comply with all applicable laws, regulations and directives with regard to content.
Hosting Charges

Hosting charges for websites are payable annually via standing order and are listed in the quote given.  Monthly payment options are also available.  

Hosting is payable direct to Flame Concepts by standing order. To terminate the hosting package, you must provide us with 60 days written notice prior to the anniversary of the 12 month hosting otherwise it is automatically renewed and is liable for a futher 12 months.

Email Marketing

What we’ll deliver - our email delivery policy

We’ll deliver an agreed number of branded templates for you to use complete with unlimited access to the e-newsletter system.  We will provide you with online support and guidance to help make the most of the software. We will delivery your template usually within 10 working days.  Once delivered, our standard terms apply as outlined above in connection to variations and subsequent charges.

What you’ll deliver

To create you your branded templates, we will require your logo, banner image in jpg format along with your company colours with hash-tag format colours.  We will require your company details as you want to be known by your customers and your facebook page name.
The images need to be royalty free and must not infringe on any copyright registrations.
When your email database exceeds the subscriber limit on an email marketing campaign the cost per month will automatically increase to a higher level. Monthly email marketing payments must be made by standing order. You may send an unlimited number of email marketing campaigns per month.
We’ll provide the coding and domain keys to allow for the e-newsletter system to send campaigns on your behalf; you will need to forward these to your website administrator to update your domain records and to include the subscriber form into your website.  If your website administrator charges for this, any costs associated with this are yours.

Online Booking System - these should be read in conjuntion with our terms of service and related policies on the site
Other Terms – Liability and Legal


Third Party

We do not exclude liability for death or personal injury which results from the negligence of Flame Concepts, its employees, agents or sub-contractors.
Flame Concepts does not exclude liability in respect of direct physical damage to the Purchaser's tangible property caused by the negligence of Flame Concepts, its employees, agents or Sub-contractors.
Flame Concepts shall not under any circumstances be liable for the following loss or damage howsoever caused:-
a) economic loss including loss of profits, business, revenue, goodwill and anticipated savings whether sustained by the Purchaser or any other person.
b) indirect or consequential loss.
c) any claim against the Purchaser by a third party.
d) loss caused by the loss or distortion of the Purchaser's data.

Flame Concepts shall not be liable to the Purchaser for failure to perform any of its obligations under this Agreement due to circumstances beyond its control including (without limitation) strikes, lockouts, industrial disputes, riots, civil disturbances, war or war like activity, embargoes, fire, explosion, flood or natural causes and in such event the time for performance shall be extended until such time as Flame Concepts can reasonably effect performance.
Any software services supplied cannot be tested in every possible combination or operating environment and Flame Concepts does not warrant that the Software will be uninterrupted and error free.
The Purchaser acknowledges that he is responsible for selection of goods and services sold under this Agreement and for ensuring that it meets the Purchaser's requirements.
The parties confirm that they consider the terms of this Agreement reasonable but if for any reason any term hereof is void or unenforceable but would be effective if deleted or modified the parties agree to accept also binding upon them such deletion or modification.
The Agreement shall be interpreted without reference to the headings which are inserted for convenience only.
This Agreement contains all the terms agreed between Flame Concepts and the Purchaser and no variation will be effective unless in writing and signed on behalf of the Purchaser and by a Director of Flame Concepts.
For the avoidance of doubt the terms of this Agreement shall prevail over any conflicting terms in any Quotation or other documentation.
This Agreement shall be governed by the Laws of England and Wales.
This agreement and terms and conditions may be updated from time to time, you will be emailed updates accordingly.  Any changes will be deemed to be accepted by you if you continue to use our products and services.  Any possible changes will be introduced within a 14 or 28 day period from the date of the notification.
Flame Concepts Ltd is insured for £1000000 public liability and has professional indemnity insurance.
Data Protection - please also see our Privacy policy and updated adendumns following the GDPR EU legislation for organisers and third parties
Flame Concepts are registered under the Data Protection Act which applies to the use of personal information for marketing purposes.
Any customer information held by Flame Concepts will only be retained for internal use and will not be sold or passed onto any third party organisations.  We do not sotre credit card detials nor do we shar customer details with any 3rd parties.
Any data held on third party servers will be securely encrypted and credit card details will not be retained by Flame Concepts under any circumstances.
Flame Concepts expects the Purchaser to comply with the Data Protection Act and respect their own customer’s contact preferences.

Cancelation of services As we are providing you with a minimum of an annual agreement, cancelation of the agreement needs to be at a minimum of 4 months prior to the anniversary of the contract renewal. Any cancelation received before the end of the 8th month of the contract year, will terminate the agreement at the end of the 12th month. No notice is deemed to continue the contract for a further term matching the original signed which will be for no less than 12 months but usually 36, 48 or 60.  Fees on the existing terms from the original agreement , if agreed within the quote/contract,  may be charged at a newer higher rate for the second and subsequent term of agreement (including any annual rises). 

Provision of Event Support Teams  We can provide you with on-site support teams for the scanning and validation of advanced tickets, cash/gate control and/or supervising staff.  When confirmed, staff and resourses will be allocated to your event dates.  Cancelation or amendments within 6 weeks of the event date will be subject to charge.

Websites  and email marketing templates - In the unlikely event you wish to move provider, we will work with you to ensure a smooth transition but this does not include the transfer of the existing sites to a provider of your choice.  The website content remains your copyright but the templates on which they are built are used by Flame Concepts for its customers only.