Membership & Portal Sites — Service Schedule

For businesses, education providers, charities, clubs and membership organisations

Version 1.0 dated 1 October 2026

This Service Schedule explains our Membership & Portal Sites service. It applies only when it is named in your accepted Order and was supplied to you before acceptance. It must be read with that Order and whichever of our Consumer Terms and Conditions or Business Terms and Conditions applies to you.

1 How this Service Schedule works

1.1 This Service Schedule applies only to the Membership & Portal Sites service and deliverables identified in the Order. Work, products or outcomes not identified in the Order are outside scope.

1.2 If you are an individual buying wholly or mainly outside your trade, business, craft or profession, our Consumer Terms and Conditions apply. In all other cases our Business Terms and Conditions apply.

1.3 The accepted Order, applicable main terms and this Service Schedule form one contract. Their priority is determined by the main terms. A clear project-specific provision in the Order may vary this Schedule, but nothing restricts a mandatory consumer right.

1.4 The minimum commitment and renewal arrangements are a required initial 12 months of ITSY hosting from development start, followed by 12-month hosting renewals unless cancelled in time.

2 Scope and deliverables

2.1 A website with controlled user accounts, membership or portal features defined in the Order.

2.2 The Order identifies the user groups, roles, access rules, workflows, content areas, migration and integrations. Anything not identified is outside scope and may require a variation or separate Order.

2.3 We develop one tailored visual direction and refine it through reasonable feedback. A different or restarted direction is chargeable additional work.

2.4 We may collaboratively rewrite or organise client-supplied content during chargeable time. The client approves all facts, claims, legal wording and publication decisions.

2.5 The client creates, approves, suspends and removes users and is responsible for lawful use, notices, retention and safeguarding.

2.6 SMS MFA is recommended where appropriate but is separately ordered and may carry supplier and message charges.

2.7 The client supplies lawful, accurate migration data and supports its own end users before escalating a technical fault.

2.8 Website Maintenance is strongly recommended but is not compulsory.

3 Charges and payment

3.1 The Order states the charges, VAT treatment, payment schedule and any deposit. Consumer prices include VAT. Business prices exclude VAT unless stated otherwise.

3.2 An estimate is a good-faith indication based on information then available; it is not a fixed quotation, cap or guarantee unless the Order expressly says so. We will seek approval before material work outside the agreed scope or spending authority.

3.3 Chargeable time includes work reasonably required to deliver the service, administration specific to the work, substantive communications, testing, third-party liaison, travel where applicable and correcting problems that we did not cause.

3.4 Recurring charges are invoiced in advance. We normally issue the invoice about ten days before renewal and aim to provide an earlier courtesy reminder. Failure to receive a courtesy reminder does not itself prevent renewal where the contractual renewal notice was otherwise clear.

3.5 Hosting charges begin at development start, not public launch. Third-party licences, transaction fees, SMS, premium services, content entry and migration are charged where stated in the Order.

4 Project stages, testing and launch

4.1 We ordinarily build on a staging environment. The client must test the agreed pages, forms, workflows, devices, user roles, content and integrations and provide consolidated corrections.

4.2 Written launch approval confirms that the client accepts the staging site for launch, subject to undiscovered defects and mandatory rights. A preference change or new requirement after approval is not a defect.

4.3 For 30 days after launch, we correct reproducible defects that make the delivered website materially depart from the accepted Order. New content, training, preference changes, new features and issues caused by client or third-party changes are chargeable.

4.4 Project dates are targets unless expressly guaranteed. They pause while information, content, access, approval, payment or a third-party dependency is missing.

5 Hosting, backup and maintenance

5.1 ITSY hosting is required for the first 12 months. It includes the hosting resources stated in the Order and daily backups retained for 30 days, subject to reasonable technical limits.

5.2 A restore needed because of an ITSY-caused failure is performed without charge. Other restoration, investigation, download, migration or recovery work is charged at the applicable rate, together with supplier egress or media costs.

5.3 Backups reduce risk but cannot guarantee that every file, transaction or change can be recovered. The client must keep independent copies of irreplaceable source content and maintain any continuity arrangements its risk requires.

5.4 Hosting alone does not include ongoing WordPress, theme, plugin, content, security or compatibility maintenance after the bedding-in period. Website Maintenance may be ordered separately.

6 Client responsibilities

6.1 The client must provide timely access, content, branding, images, domain and provider credentials, business rules, authorised decisions and lawful instructions; test staging; approve launch; and keep contact and billing details current.

6.2 We may provide template wording for common website policies, but it is not legal advice. The client must adapt, approve and keep its privacy, cookie, accessibility, sales and other notices accurate.

6.3 The client is responsible for lawful content, advertising claims, intellectual-property permissions, data-protection choices, retention, responding to individuals and the operation of its business through the site.

6.4 Full administrator access is available on request, but we normally withhold it during the 30-day bedding-in period for stability and security. If supplied, the client is responsible for changes made through that access.

7 Accessibility and search setup

7.1 We use responsive and accessible good practice appropriate to the agreed scope. Compliance with a named WCAG version or level, an accessibility audit, assistive-technology testing or an accessibility statement is included only if expressly scoped.

7.2 Technical search basics normally include an indexable structure, sensible headings, page titles and descriptions and an XML sitemap where the platform supports them. Search strategy, ongoing SEO, backlink work and a particular ranking or traffic result are not included.

8 Intellectual property and licences

8.1 The client retains supplied material. After full payment, we assign to the client copyright that we own in bespoke final design, content and code created exclusively for the accepted website.

8.2 The assignment excludes our pre-existing or reusable tools, methods, libraries, templates and know-how and all third-party material. Themes, plugins, fonts, stock assets and other third-party licences remain ITSY-owned or supplier-controlled unless the Order expressly says otherwise.

8.3 On exit, the client may need to buy replacement third-party licences. Updates, support and licence-dependent features may cease until replacements are installed. We may charge reasonable time to identify, replace or migrate them.

9 Data protection and confidentiality

9.1 Each party must comply with applicable data-protection law and the privacy, confidentiality and security provisions in the applicable main terms. The client remains responsible for its lawful basis, privacy information, data accuracy, retention decisions and handling of rights requests for data it controls.

9.2 Where we process personal data on behalf of a business client, the Article 28 terms in the Business Terms apply. The subject matter is design, development, hosting and support of the Membership & Portal Sites site; processing lasts for the service and the agreed or legally required retention period; its nature is receiving, storing, viewing, organising, adapting, transmitting, backing up or deleting data as needed to perform the service; its purpose is to provide and support the contracted service; the types of data may include account identifiers, contact details, site content, user records, form submissions, booking or transaction metadata and technical logs; and the people concerned may include the client, its personnel, website users, customers, members, pupils, students, suppliers and other people whose data the client places in the site.

9.3 Special-category, criminal-offence, safeguarding, financial or other highly sensitive data must not be introduced unless expressly scoped, risk-assessed and protected by agreed measures.

9.4 You must not provide data outside the agreed scope. You must promptly tell us about legal, regulatory, safeguarding, confidentiality or residency requirements that affect the service.

10 Consumer cancellation and mandatory rights

10.1 A consumer entering a distance or off-premises contract will normally have 14 days from contract formation to cancel, subject to the statutory exceptions. The Consumer Terms explain how to cancel and include the model cancellation form.

10.2 If you expressly request services to start during that period and later cancel, we may charge a proportionate amount for services supplied up to cancellation. The service cancellation right is lost after full performance only where the statutory request, consent and acknowledgement requirements have been met.

10.3 If we supply downloadable files, software, credentials or other Digital Content during the cancellation period, we will obtain any separate express consent and acknowledgement required before that supply starts. Statutory remedies for faulty or misdescribed Digital Content remain unaffected.

11 Suspension, cancellation, termination and offboarding

11.1 Suspension, termination, non-payment, material breach, insolvency and their consequences are governed by the applicable main terms and the Order. We may pause work where required information, access, approval, cooperation or cleared payment is missing.

11.2 You may switch off renewal at any time. Unless the Order gives a later deadline, cancellation must reach us by the end of the Working Day immediately before the renewal date so that we can intercept supplier and licence commitments. A WHMCS support ticket is preferred, but email, telephone and post are also accepted.

11.3 If cancellation reaches us after the deadline or a supplier renewal has already been irreversibly committed, the renewed term and charges remain payable. We will not impose that consequence where we could reasonably stop the commitment or where mandatory law requires otherwise.

11.4 Ending one service does not automatically end another licence, hosting, domain, support or third-party commitment unless the Order expressly links them.

11.5 If the project is inactive for 30 days because we are waiting for the client, we may give notice and close or reschedule it. Restart is subject to availability, current rates and chargeable re-familiarisation time.

12 Offboarding

12.1 After the first hosting year, the client may move to a replacement host. Subject to payment, we will provide reasonable cooperation and an available website export in the form the platform ordinarily supports, but third-party licences and supplier accounts are excluded.

12.2 Migration, data cleaning, specialist export, reconfiguration, DNS work and deployment to another environment are chargeable unless the Order states otherwise. The client must arrange replacement hosting, licences, security, backup and ongoing maintenance.

13 Service standard, remedies and limits

13.1 We will perform the service with reasonable care and skill and materially in accordance with the Order and this Service Schedule. Goods and Digital Content must meet the standards that mandatory law requires.

13.2 Project milestones, launch estimates, backup restoration times and third-party synchronisation times are targets, not guarantees, unless the Order expressly identifies a guaranteed commitment.

13.3 Technology, design and troubleshooting involve dependencies and uncertainty. We do not guarantee a particular commercial, security, ranking, performance, recovery or compatibility outcome unless expressly stated as a guarantee in the Order.

13.4 If the service does not meet the required standard, applicable correction, repeat-performance, price-reduction, repair, replacement, refund and other remedies in the main terms and law apply. Nothing in this Schedule excludes liability that cannot lawfully be excluded or limited.

13.5 Liability limits, insurance, complaints, dispute resolution, governing law, force majeure and other general matters are governed by the applicable main terms.