How we work together.

This page and your agreement

These terms describe how Site By Hand generally works. They are not the contract for your project. Each engagement has its own written proposal and agreement covering scope, price, timeline, and payment, and where the two differ, that agreement wins.

Scope and revisions

Every project is quoted against a written scope. Revision rounds are consolidated: gather your feedback and send it in one go. New pages, new sections, new forms, new integrations, custom code, and redesigns fall outside the agreed scope and are quoted separately before any work is done.

What you own

You own your domain, your WordPress site and its business content, the photos and copy you provide, and your CRM, Slack, Google Ads, Google Business Profile, and call-tracking accounts. Those accounts are created and held by you; you invite us in, and you can revoke that access at any time.

What we own

We retain ownership of the reusable theme framework, the internal components and automation code beneath your site, and our own processes and templates. Your finished website is licensed to you for as long as you use it, including after any managed services end.

Integrations

Where an integration is in scope, we configure and test one defined workflow with the platform named in your agreement. We do not claim compatibility with every CRM. Integrations depend on third-party systems: if one breaks because credentials changed, a plan was downgraded, fields were renamed, or the provider changed their API, diagnosing and repairing it may be billable. We will tell you before we bill.

Support

We aim to respond within two business days. That is a response time, not a guaranteed resolution time. A small edit is a non-structural change that normally takes under 30 minutes — a text update, a photo replacement, a phone or hours change, a minor service-description update.

If a problem is caused by our configuration or our code, we fix it under your maintenance plan. If it is caused by changes on your side, a third-party outage, credentials, plan changes, or new requirements, we will give you a brief diagnosis and get your approval before doing billable work.

Cancellation

You can stop managed services at any time in line with your agreement. If you do, you keep the core website and its basic contact form. Updates, backups, monitoring, support, and integration maintenance stop. If migrating your site elsewhere requires work from us, we charge a documented transfer fee agreed in advance.

We will not disable, degrade, or hold your website hostage to force a renewal. Where a discounted setup price was conditional on a minimum term, your agreement sets out the remaining balance or early termination amount.

What we do not promise

We do not guarantee search rankings, traffic, lead volume, or revenue. Those depend on your market, competition, budget, and time. We build sound foundations and tell you honestly what we can and cannot influence.

Liability

Nothing here excludes liability that cannot lawfully be excluded. Our liability for any project is limited as set out in that project's written agreement.