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webfixed

Terms of service

Last updated: 21 September 2026

1. About us

WebFixed is a trading name of Webgro Ltd, a company registered in England and Wales with company number 10889889. Our registered office is 13-14 Longshot Lane, Bracknell, Berkshire, RG12 1RL. We are registered for VAT, and our VAT number is shown on every receipt.

In these terms, “we”, “us” and “our” mean Webgro Ltd, and “you” means the person or business using WebFixed. You can contact us at help@webfixed.co.uk.

2. These terms

These terms apply whenever you use webfixed.co.uk, send us a request, accept a quote or subscribe to a monthly plan. Please read them before you pay for anything. By accepting a quote or starting a plan, you agree to them.

Most of our customers are businesses and sole traders. Some are individuals acting for purposes outside any trade or business, who are consumers under UK law. Where a section applies differently to consumers, we say so. If you are a consumer, nothing in these terms affects your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

3. How the service works

You send us a request describing a problem with your website, or a change you would like made. We work with Shopify, WordPress, WooCommerce, Wix, Squarespace, Webflow and other platforms. Sending a request is free and does not commit you to anything.

We may ask follow-up questions so we understand the problem. Much of our diagnosis, and some fixes, may be carried out with the help of AI tools. A member of our team always supervises this work and is responsible for what we deliver to you.

A contract between us is formed when you accept a quote and pay for a one-off fix, or when you subscribe to a monthly plan and your first payment is taken.

4. One-off fixes

For a one-off fix, we send you a fixed price, starting from £39. The quote describes the work it covers. If you accept it, you pay the full amount through Stripe before we start. The price will not go up once you have paid, unless you ask us to do more than the quote describes, in which case we will send you a separate quote for the extra work.

If we cannot fix the problem, we will refund what you paid in full. We will explain what we found so you can decide what to do next.

We aim to complete fixes promptly and will tell you if we expect a delay. Timescales we give are estimates, because some problems depend on your hosting company, platform or third-party apps.

5. Monthly plans

We offer three monthly plans.

  • Chat, £29 a month. An AI support assistant you can use day or night, which can hand your request over to our team when a fix is needed. Fixes are quoted separately unless we tell you otherwise.
  • Care, £149 a month. Up to 2 hours of fixes and changes each month, website monitoring, and replies within 4 working hours.
  • Managed, £995 a month. Up to 15 hours of work each month, updates, backups, security checks, a named developer, and replies within 1 working hour.

Working hours are 9am to 5:30pm, Monday to Friday, excluding bank holidays in England, unless we tell you otherwise. Reply times are the time within which we will respond to your request, not the time within which the work will be finished.

Plans are paid monthly in advance by card through Stripe. Your plan renews automatically each month until you cancel. Hours included in a plan are for the month they relate to. Unused hours do not roll over to the next month and are not refunded. If a piece of work would go beyond your remaining hours, we will tell you before we start and offer a quote for the extra time.

You can cancel a plan at any time from your account. Cancellation takes effect at the end of the month you have already paid for, and you keep your plan benefits until then. We do not give refunds for part months, except where you are a consumer cancelling within the period described in section 7.

6. Prices and payment

All our prices include VAT at 20%. Payments are processed by Stripe. If you choose to, Stripe can save your card so that future payments are quicker. We never see or store your full card number.

We may change the price of a monthly plan by giving you at least 30 days’ notice by email. The new price applies from your first payment after the notice period ends. If you do not want to continue at the new price, you can cancel before then. A change in price does not affect a one-off fix you have already paid for.

If a monthly payment fails, we will let you know and may pause work on your plan until the payment is made.

7. Your right to cancel if you are a consumer

If you are a consumer, you have the right to cancel a contract with us within 14 days of the day it is formed, without giving a reason. To cancel, email us at help@webfixed.co.uk or cancel from your account.

Because most people want their website fixed quickly, we will ask you to confirm that you want us to start work within the 14-day cancellation period. If you ask us to start and then cancel within the 14 days, we will refund what you paid, minus a proportionate amount for the work we have already done up to the time you told us you were cancelling.

If you ask us to start straight away and we complete the work within the 14 days, you will lose the right to cancel once the work is complete. We will ask you to acknowledge this before we start.

We will make any refund within 14 days of the day you tell us you are cancelling, using the same payment method you used.

8. Access to your website

To do the work, we need access to your website. Depending on your platform, you can give us access by approving a Shopify collaborator request, by creating a WordPress application password in your own dashboard, or by sending us a contributor or team invite. We will never ask for your main account password.

We only use the access you give us for the work you have asked for. We store WordPress application passwords encrypted, and we delete or stop using access details when they are no longer needed. You can remove our access at any time from your platform, and we recommend you do so when a piece of work is finished if you are not on a monthly plan.

9. Your responsibilities

When you use WebFixed, you agree that:

  • you own the website you ask us to work on, or you are authorised by the owner to ask us to work on it and to give us access;
  • the information you give us is accurate, and you will tell us about anything that could affect the work, such as other developers working on the site at the same time;
  • you will keep your own up-to-date backups of your website, unless you are on the Managed plan, and even then we recommend you keep your own copy;
  • you will not ask us to do anything unlawful, or anything that would infringe someone else’s rights, such as copying another business’s content or getting around a platform’s security.

We may refuse any request we believe is unlawful or harmful. If we refuse a request you have already paid for, we will refund you in full.

10. Our responsibilities

We will carry out the work with reasonable care and skill, and as described in the quote or plan. If something we have done is not right, tell us and we will put it right at no extra cost. If you are a consumer and we cannot put it right, you may be entitled to a price reduction or refund under the Consumer Rights Act 2015.

Websites depend on many things outside our control. We take care when working on your site, but we are not responsible for loss or damage caused by third-party apps, plugins, themes, hosting providers, domain registrars, or outages and changes on the platform your website runs on. We are also not responsible for problems caused by changes that you or someone else make to your website after we have finished our work.

11. Our liability to you

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law.

If you are a business, we will not be liable to you for any indirect or consequential loss, or for any loss of profits, sales, revenue, business, goodwill or data, whether arising in contract, negligence or otherwise. Our total liability to you in connection with a one-off fix is limited to the price of that fix. Our total liability to you in connection with a monthly plan is limited to the total amount you paid us in the 12 months before the event giving rise to the claim.

If you are a consumer, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable, and we do not provide our service for any business purpose you may have, so we are not liable for any loss of profit, loss of business or business interruption.

12. Your account

You sign in to your account using a link we email to you. There is no password to remember. Please keep access to your email account secure, because anyone who can read your email could sign in to your WebFixed account. Tell us straight away if you think someone else has used your account.

We may suspend or close an account that is used in breach of these terms. If we close your account for a reason other than your breach, we will refund any payment for work we have not yet done.

13. Your personal data

We handle your personal data as described in our privacy notice. Where we access personal data held on your website, such as your customers’ details, we do so only to carry out the work you have asked for, only on your instructions, and we keep it confidential.

14. Complaints

If you are unhappy with anything we have done, please email help@webfixed.co.uk and tell us what went wrong. We will reply within 5 working days and do our best to resolve the problem.

15. Changes to these terms

We may update these terms from time to time, for example to reflect changes to our service or to the law. The version that applies to a one-off fix is the version in place when you accepted the quote. If we make a change that affects a monthly plan, we will email you at least 30 days before it takes effect, and you can cancel before then if you do not agree to it.

16. General

If a court decides that any part of these terms is unenforceable, the rest will continue to apply. If we do not enforce a right straight away, we can still enforce it later. These terms are between you and us, and no other person has any right to enforce them. You may not transfer your rights under these terms without our agreement. We may transfer our rights to another business, and will tell you if we do.

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute. If you are a consumer living in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

17. Contact us

Webgro Ltd, trading as WebFixed, 13-14 Longshot Lane, Bracknell, Berkshire, RG12 1RL. Email help@webfixed.co.uk.