Terms & Conditions

1. Parties and definitions

1.1 These terms and conditions (“Terms”) apply between Resolved Group Limited, a company registered in England and Wales, trading as Resolve Beyond (“we”, “us”, “our”), and the individual or organisation engaging our services (“you”, “the Client”).

1.2 Our registered address is Advanced House, Wesley Square, Hartlepool, TS24 8BX. Contact: 01429 555088 | hello@resolvedgroup.co.uk.

1.3 In these Terms:

• “Services” means development, support, maintenance, hosting, consultancy, and related technical work we provide.
• “Platform” means the website, ecommerce store, mobile application, CRM, or custom system we are engaged to work on.
• “Hours” means pre-purchased time credits used to deliver work.
• “Support Plan” means a monthly retainer arrangement for ongoing services.
• “P1” means a Priority 1 critical issue as defined in clause 5.
• “Onboarding” means the environment setup and access configuration process described in clause 6.

1.4 By purchasing any service, signing a proposal or statement of work, or instructing us to begin work, you agree to these Terms.

2. Services and engagement

2.1 We provide technical support, maintenance, development, hosting, and consultancy services for digital platforms including (but not limited to) Shopify, Magento 2, WooCommerce, WordPress, iOS and Android mobile applications, Flutter applications, and custom CRM and business systems.

2.2 All services are delivered by senior engineers. We do not use junior developers on client work.

2.3 Our fix-first approach means we will always assess whether a repair, extension, or improvement is possible before recommending a rebuild or migration. We will not recommend a rebuild unless it is, in our professional judgement, genuinely necessary.

2.4 Timescales provided for delivery are estimates only. They are not contractual guarantees. Factors outside our control — including third-party response times, access delays, approval delays, platform complexity, and scope changes — can affect delivery timelines.

2.5 We reserve the right to decline or discontinue work if it presents unacceptable technical risk, involves unlawful content, or conflicts with these Terms.

3. Hour packs, block hours, and retainers

3.1 Hour Packs (Ad-hoc). Minimum purchase is Pack 5 (5 hours). Ad-hoc hours are scheduled based on availability. Support Plan clients are prioritised ahead of ad-hoc and block hours clients.

3.2 Block Hours. Block hours (10, 15, 20, 25, 50 hours) are pre-purchased at discounted rates. Block hours are scheduled based on availability and are not prioritised over Support Plan clients.

3.3 Expiry. Pack 5: valid 3 months. Blocks 10–25: valid 6 months. Pack 50: valid 12 months. Unused hours expire at the end of the stated period and cannot be extended, refunded, or transferred.

3.4 Non-refundable. All hours are non-refundable once purchased. We allocate delivery capacity based on purchased time and begin triage and scheduling from that commitment.

3.5 Support Plans. Monthly retainers provide priority scheduling, reserved capacity, and — for P1 issues — the 1-hour developer allocation. Support Plans are billed monthly in advance. Plans run for a minimum term of 12 months unless otherwise agreed in writing. 24 and 36-month terms attract discounted rates.

3.6 Hour roll-over. Unused Support Plan hours may roll over within the contract year, capped at twice the monthly allocation. Hours that exceed this cap or are unused at year-end are forfeited.

3.7 Overage. Work beyond your available hours will only proceed with your explicit written approval. We will notify you at approximately 80% usage and will pause at 100% until you authorise additional time or purchase further hours.

3.8 Billable activities. All time spent on your account is tracked and billable, including: investigation, research, implementation, testing, deployment, internal coordination, communication required to deliver an outcome, calls, and third-party liaison where requested by you.

3.9 Time units. Minimum billing unit is 0.25 hours (15 minutes) or 0.5 hours (30 minutes) depending on task type.

4. Payment terms

4.1 Hour packs, block hours, onboarding, and consultancy are invoiced upfront and payable before work commences.

4.2 Support Plans and hosting are invoiced monthly in advance.

4.3 All prices are stated exclusive of VAT unless explicitly stated otherwise. VAT is charged at the prevailing UK rate.

4.4 Payment is due within 14 days of invoice date unless otherwise stated in writing.

4.5 If an invoice is not paid by the due date, we may: (a) pause all work, scheduling, and SLA commitments until the account is brought up to date; (b) charge statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998; (c) suspend hosting services with 7 days’ written notice.

4.6 We reserve the right to recover reasonable debt collection costs where invoices remain unpaid after 30 days.

5. Response times and SLAs

5.1 3-hour acknowledgement. All requests are acknowledged within 3 business hours during business hours (6am–8pm, Monday–Sunday). Acknowledgement means we have read your request, confirmed it is received, triaged the issue, and confirmed the next step. It is not a guarantee of resolution within 3 hours.

5.2 P1 — Critical issues (Support Plan clients only). A P1 is a business-stopping issue: your platform is down, checkout is broken, core functionality is inaccessible, there is a suspected security incident, or there is a serious risk of data loss. For Support Plan clients, a senior developer is allocated to a P1 within 1 hour of it being raised, during business hours (6am–8pm). P1 time is never deducted from your monthly retainer hours.

5.3 SLA limitations. SLAs are affected by: access not being available, approvals being delayed, unclear or conflicting instructions, third-party response times, force majeure events, and issues caused by parties other than Resolve Beyond. We will always acknowledge within the SLA window but cannot guarantee progress where we cannot safely proceed.

5.4 Rush and after-hours. Rush (start within 24 hours, or weekend/bank holiday work) is available for ad-hoc and block hours clients at a premium rate. Support Plan clients do not pay rush charges for P1 issues handled within plan terms during business hours; rush charges apply for P2 and P3 requests outside normal scheduling.

6. Onboarding and environments

6.1 We will not perform meaningful work directly on a live production platform without appropriate onboarding in place. This is to protect your platform, your data, and your customers.

6.2 Full Onboarding creates a complete dev/staging mirror and establishes a safe release workflow. It is required for ongoing support, maintenance, and development engagements.

6.3 Lite Onboarding is a targeted setup for small, contained work. If we cannot safely reproduce or test the agreed issue with Lite Onboarding, we will recommend Full Onboarding before proceeding.

6.4 Onboarding fees are payable upfront. Onboarding setups remain active for 3 months from completion. If no work is requested within 3 months, we will remove the staging environment from our infrastructure. A monthly maintenance fee applies if you wish to retain it.

6.5 If onboarding is removed and the client subsequently requires it again, a new onboarding fee applies.

7. Approvals and sign-off

7.1 We require written approval (email or project management platform) before deploying any changes to a production environment. Written approval constitutes final sign-off.

7.2 Changes requested after written approval are treated as new work and deducted from your time allocation or quoted separately. Exception: if the change is required to correct a clear error made by Resolve Beyond that was not in the agreed specification, we correct it at no cost.

7.3 If we request approval and do not receive a response within 5 working days, we will treat the work as approved. A reminder will be sent before day 5 where possible. Changes requested after 5 working days will be rescheduled and treated as new work.

7.4 Design review rounds. Two rounds of design revisions are included as standard. Feedback must be provided as a single, consolidated list per round. After the second round, additional revisions are chargeable where they introduce new directions, expand scope, or require reworking approved work.

7.5 In genuine emergencies (site down, checkout broken, critical security risk), we may deploy an urgent fix only with written authorisation from an authorised contact and a clear rollback plan agreed in advance.

8. Guarantee and liability

8.1 We guarantee our development and implementation work for 6 months from the date of go-live or written sign-off, whichever is later.

8.2 The guarantee is void where issues are caused by:

• Changes made by the client, a third party, or another supplier after delivery
• Platform updates, plugin updates, or third-party changes outside our control
• Hosting changes or server-level modifications made without our involvement
• Use of unsupported, end-of-life, or unlicensed software
• Changes deployed outside the agreed release process
• Access being removed, restricted, or modified without notice

8.3 Investigation. If you report an issue and we investigate, we will advise you of the cause. If the cause is our work, we fix it under the guarantee. If the cause is outside the guarantee (see 8.2), hours must be purchased to cover investigation and fix.

8.4 Limitation of liability. Our aggregate liability to you for any cause whatsoever, whether in contract, tort (including negligence), or otherwise, is limited to the total fees paid by you to Resolve Beyond in the 12 months preceding the event giving rise to the claim.

8.5 We are not liable for: loss of profits, loss of revenue, loss of business, loss of data, loss of goodwill, indirect or consequential loss, or any claim arising from third-party failures (hosting providers, payment gateways, app vendors, or other external services).

8.6 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot be limited by law.

9. Intellectual property

9.1 On full payment of all invoices relating to work delivered, the code, design, and content we create becomes part of your platform, subject to any applicable third-party licences.

9.2 Until all relevant invoices are paid in full, Resolve Beyond retains intellectual property rights in any work delivered under those invoices.

9.3 Third-party components, libraries, frameworks, plugins, and extensions remain subject to their respective licences. You are responsible for ensuring you hold the appropriate licences for all third-party software used on your platform.

9.4 At your request and on payment of the applicable fee, we will provide one copy of your codebase per 12 months of active support. Additional copies require purchased hours.

10. Hosting

10.1 Hosting contracts run for a minimum of 12 months from the start date. Setup and migration are quoted separately.

10.2 Managed hosting includes server-level support, monitoring, security, backups, and configuration. Hosting-related support is included in the monthly fee.

10.3 Unmanaged hosting provides infrastructure only. Support is not included and requires purchased hours. We provide an estimate before any billable hosting support work begins.

10.4 We do not guarantee 100% uptime. Uptime may be affected by upstream providers, third-party outages, and maintenance. On unmanaged hosting, uptime is the responsibility of your hosting provider.

10.5 If traffic or resource requirements increase materially during the hosting term, we may recommend a server upgrade or tier change. Any changes will be discussed and agreed in advance.

11. Third parties and integrations

11.1 We are not responsible for the actions, failures, or changes of third-party providers including hosting companies, payment gateways, app vendors, shipping providers, ERP vendors, affiliate platforms, and other external services.

11.2 Liaising with external providers on your behalf requires purchased hours unless otherwise agreed in writing.

11.3 If a third-party provider changes their API, pricing, or service terms in a way that affects your platform, we will advise you of the options. Remediation is billable unless it falls within our guarantee under clause 8.

11.4 We do not provide SEO services and are not responsible for ranking changes, traffic changes, or SEO issues arising from technical work, platform changes, or algorithm updates by search engines.

12. Confidentiality

12.1 Each party agrees to keep confidential all information of a confidential or commercially sensitive nature disclosed by the other party in connection with the services.

12.2 This obligation does not apply to information that is publicly available, was already known before disclosure, or is required to be disclosed by law or regulation.

12.3 We will not disclose the identity of clients or the nature of work performed without your permission, except where required by law.

12.4 Confidentiality obligations survive termination of the engagement for a period of 3 years.

13. Data protection

13.1 We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Full details are set out in our Privacy Policy.

13.2 We do not store, process, or handle raw payment card data. All payment processing must be handled by PCI-DSS compliant providers.

13.3 Where we process personal data on your behalf as a data processor, we do so only on your documented instructions. We will assist you in meeting your obligations under applicable data protection law.

13.4 A Data Processing Agreement is available on request for clients where we process personal data on their behalf.

14. Termination and offboarding

14.1 Either party may terminate an ongoing Support Plan by giving 30 days’ written notice, subject to any minimum term agreed at sign-up.

14.2 We may terminate immediately if: an invoice remains unpaid for more than 30 days after the due date; you are in material breach of these Terms and have not remedied it within 14 days of written notice; or your instructions would require us to act unlawfully.

14.3 Offboarding. On termination, we will issue a handover waiver for you to sign. Once signed, we will provide a backup/handover pack to you or your nominated contact. We do not interact directly with incoming suppliers. Any additional documentation, packaging, or coordination time is billable.

14.4 On termination, all outstanding invoices become immediately due. We will remove access to our systems and infrastructure at the point the handover is complete.

14.5 Unused hours or prepaid retainer time at the point of termination are non-refundable unless Resolve Beyond is the terminating party without cause.

15. General provisions

15.1 Governing law. These Terms are governed by the laws of England and Wales. Any disputes are subject to the exclusive jurisdiction of the English courts.

15.2 Entire agreement. These Terms, together with any proposal, statement of work, or order confirmation, constitute the entire agreement between the parties and supersede all prior discussions, representations, and understandings.

15.3 Variation. We may update these Terms from time to time. Material changes will be notified to active clients by email at least 30 days before they take effect. Continued use of our services after that date constitutes acceptance.

15.4 Severability. If any provision of these Terms is found to be unenforceable, it will be modified to the minimum extent necessary to make it enforceable. All other provisions remain in full force.

15.5 Waiver. Failure to enforce any provision of these Terms does not constitute a waiver of that or any other provision.

15.6 Force majeure. We are not liable for any failure or delay caused by circumstances beyond our reasonable control, including but not limited to natural disasters, pandemic events, power failures, internet infrastructure failures, or government actions.

15.7 Contact. Any legal notices should be sent in writing to Resolved Group Limited, Advanced House, Wesley Square, Hartlepool, TS24 8BX, or by email to hello@resolvedgroup.co.uk.