Service Agreement

Last updated: 12 July 2026

1. Who this agreement is between

This Service Agreement is between the customer identified in an accepted order, proposal or confirmation email (“you” or the “Customer”) and Gabor Kalauz, a sole trader established in England, trading as iCRAYO. Siverno is a service of iCRAYO (“Siverno”, “we”, “us” or “our”).

Our business address is Unit 38864, PO Box 6945, London, W1A 6US, United Kingdom. Our contact email is hello@siverno.co.uk. The accepted order should record the Customer's legal name, trading name, address and primary contact, together with the selected package, price and any agreed additional work.

2. Definitions and interpretation

In this agreement the following terms have the meanings given below. Other capitalised terms are defined where they first appear.

“Order” means the accepted proposal, order confirmation or confirmation email that records the package, price and any project-specific details.

“Package” means the service tier selected in the Order, as described on the relevant package page at the date of the Order.

“Website” means the website we design, build, host and maintain for you under this agreement.

“Customer Materials” means the text, images, logos, data and other material you supply to us for use in the service.

“Business Customer” means a customer acting for purposes relating to their trade, business, craft or profession; “Consumer” means a customer acting mainly outside those purposes.

“Working Day” means a day other than a Saturday, Sunday or public holiday in England.

Headings are for convenience only. Words such as “including” are illustrative and do not limit the words that precede them. References to writing include email.

3. When the agreement starts

This agreement begins when you accept our written proposal or order confirmation, approve us to start work, or make the first payment, whichever happens first. The Order and any expressly agreed written variations form part of this agreement. If there is a conflict, the Order takes priority for package, price and project-specific details, while this Service Agreement governs the continuing service.

Submitting an enquiry alone does not create a contract. We may decline an order before acceptance, including where the proposed content, business activity or technical requirements fall outside the service we offer.

4. The service

Siverno provides a fully managed website service for a fixed monthly fee. Depending on the Package and the Order, the service may include:

•     website planning, design and development;

•     professional website copywriting based on information you provide;

•     responsive layouts for current desktop, tablet and mobile browsers;

•     domain registration or management, DNS, SSL and website hosting;

•     business email setup or management where included;

•     routine maintenance, security updates, backups and monitoring;

•     reasonable content changes and support within the limits of your Package;

•     search-engine foundations, cookie controls and analytics configuration where included; and

•     optional modules or add-ons expressly listed in the Order.

Your package page and Order explain what is included. Work not listed in the Package or Order is outside scope and may require a separate quotation. Examples include complex applications, online shops, extensive integrations, paid advertising, brand photography, legal advice, accessibility certification, large-scale data entry and major redesigns after approval.

5. Our standard of service

We will provide the service with reasonable care and skill. Where no date has been expressly agreed, we will perform the service within a reasonable time. Any launch estimate depends on you supplying information, feedback and approvals promptly.

We aim to present the first design quickly, commonly within a few Working Days, and many standard websites can be ready within a week. These are targets rather than guaranteed deadlines unless the Order expressly states otherwise.

6. What we need from you

You agree to:

•     provide accurate and complete information about your business, services, prices, locations and customers;

•     provide any existing logos, photographs, policies, credentials and brand material you want us to use;

•     check factual claims, prices, contact details, spelling of names and regulated statements before approval;

•     respond to reasonable questions and review requests without unnecessary delay;

•     obtain permission for all text, images, logos, trademarks and personal data you supply;

•     ensure that your products, services and website content comply with applicable law and professional rules; and

•     keep account credentials secure and tell us promptly if you suspect unauthorised access.

You remain responsible for the accuracy and legality of your business claims, prices, regulated information and customer-facing policies. We may help organise or draft content, but we do not provide legal, financial, medical or regulatory advice.

If you do not provide information, feedback or approvals we reasonably need, we may pause the affected work until you do. A pause caused in this way does not suspend your payment obligations once the service is live, but we will warn you in writing before relying on this paragraph.

7. Design, copy and approval

We will prepare the design and copy using your brief and the information reasonably available to us. You may request reasonable revisions during the initial build. Revisions must remain consistent with the agreed brief and Package. A substantial change of direction, new functionality or repeated reworking after approval may be treated as additional work.

You approve the Website by confirming approval in writing, requesting launch, or allowing the site to remain live after being given a reasonable opportunity to review it. Approval confirms that you have checked the visible content and are satisfied that it is suitable for launch, without removing any rights that cannot lawfully be excluded.

8. First-design promise

Our current service promise is: if you do not love the first design, you do not pay a penny. Unless an Order states otherwise, this means that if you reject the first design in writing within 14 days of it being presented, before approving it, before requesting substantial revisions and before the Website goes live, we will cancel the Order and refund any service fee already taken for that initial design.

The promise does not apply to third-party costs already approved or incurred for you, such as premium domains, paid licences, specialist media or external services. It also does not apply after you approve the design, request launch, use the work publicly, or materially change the original brief. This promise is additional to, and does not limit, any statutory rights you may have.

9. Fees, payment and price changes

You must pay the price stated in the Order. Unless stated otherwise, package fees are billed monthly in advance. There is no setup fee for the standard package unless the Order clearly lists one. Optional add-ons, third-party purchases and work outside scope may be charged separately with your approval.

You authorise us or our payment provider (currently Stripe) to take recurring payments using the agreed payment method. You must keep your billing information current. Prices are stated in pounds sterling. We are not currently registered for VAT, so no VAT is charged on our fees. If we become VAT-registered, we will give you reasonable advance notice and invoices will show VAT as required by law.

If a payment fails or becomes overdue, we will contact you and may retry the payment. If the account remains unpaid, we may, after giving at least 7 days' written notice, suspend non-essential work or the hosted service until the account is brought up to date. We will not delete your Website or data merely because of a short payment delay. For Business Customers, we reserve any statutory right to claim interest and reasonable recovery costs on late commercial payments under the Late Payment of Commercial Debts (Interest) Act 1998. We will not apply a term in a way that overrides mandatory consumer protections.

We may change the monthly fee by giving you at least 30 days' written notice. A fee change will only take effect from your next billing period after the notice period ends. If you do not accept the new fee, you may cancel before it takes effect and the old fee will apply until cancellation.

10. Monthly term and cancellation

The service continues monthly until either party ends it. There is no long fixed-term commitment unless a specific signed Order expressly says otherwise. You may cancel by emailing hello@siverno.co.uk, or by any other simple cancellation method we make available. Cancelling will never be more difficult than signing up. Cancellation takes effect at the end of the current paid billing period unless we agree an earlier date.

We may end the service on at least 30 days' written notice. We may suspend or end it sooner if you do not pay, seriously breach this agreement, use the service unlawfully, create a material security risk, abuse our staff or systems, or fail to remedy a breach after we ask you to do so.

Fees already due remain payable. We do not charge an additional cancellation penalty. Any refund required by law or expressly promised in the Order will still be provided.

11. Consumer cancellation rights and subscription protections

If you are a Consumer, you may have additional statutory rights. For many distance service contracts, a consumer has 14 days from entering the contract to cancel without giving a reason.

If you ask us to start work during that cancellation period, we will seek your express request. If you then cancel before the service is fully performed, the law may permit us to charge a proportionate amount for work supplied up to cancellation. If the service is fully performed during the cancellation period after your express request and acknowledgement, the statutory cancellation right may end. Nothing in this agreement removes rights that the law does not allow us to exclude.

To exercise a consumer cancellation right, email us with your name, business name if applicable, order date and a clear statement that you wish to cancel. We will confirm receipt in writing.

The subscription-contract provisions of the Digital Markets, Competition and Consumers Act 2024 are expected to come into force in 2027. When they apply to this service, we will provide the required pre-contract information, renewal reminders and cooling-off notices, and will ensure cancellation remains as easy as sign-up. This agreement will be updated as needed to comply with that regime.

12. Intellectual property and ownership

Your domain will be registered for your benefit and, where the registrar permits, in your name or using details you approve. You own the Customer Materials you supply. Subject to payment of all undisputed fees, you also own the final website copy written specifically for your business.

While you are on the monthly managed service, Siverno owns or licenses the design, code, templates and platform components of the Website, and grants you a licence to use the Website for your business for as long as the service continues. Ownership of the transferable website passes to you only if you complete a purchase under section 13. This split is what allows us to offer the service without an upfront build fee.

If the service ends without a purchase, we will reasonably assist with transfer of your domain and provide an export or copy of transferable customer content (your copy, images you supplied, and form or enquiry data) on request. You are responsible for arranging replacement hosting, email and technical support. Third-party transfer fees and substantial migration work may be chargeable if explained in advance.

13. Website purchase and transfer option

You are not required to remain on the monthly managed service. At any time while your account is paid up to date, you may ask to purchase the transferable Website so that you can continue to host it with Siverno under a separate hosting and maintenance arrangement or move it to another suitable provider.

Unless your Order states a different written purchase price, the standard website purchase price is equal to 18 months of the monthly package fee in force when you request the purchase. You may use this option at any time, including after your first month; the price does not depend on how long you have already used the managed service. The calculation excludes optional usage charges, advertising spend, SMS charges and other third-party costs unless the Order expressly says otherwise.

After we receive the agreed purchase price and all other undisputed amounts due, we will provide the transferable website files, database content and reasonable technical information needed for migration within a reasonable period, normally 14 days. We will also cooperate reasonably with the transfer of the domain, subject to registrar rules. The purchase gives you the right to use, modify, host and appoint another provider to operate that delivered copy of the Website for your business.

You may choose either of the following after purchase:

•     remain with Siverno: we may provide hosting, maintenance, security, backups, email or support under a new written hosting or care agreement and price; or

•     move elsewhere: you may appoint another suitable hosting or development provider, with no contractual penalty or restriction from Siverno.

The purchase does not transfer ownership of Siverno's wider platform, unrelated customer systems, internal deployment tools, trade secrets, reusable libraries or general know-how. Where reusable Siverno components are technically included in the delivered Website, you receive a perpetual, non-exclusive licence to use and modify those components as part of that purchased Website. You may not extract and resell them as a competing standalone product.

Third-party software, fonts, images, plugins, APIs and services remain subject to their own licence and account terms. Some licences may need to be replaced, transferred or purchased directly by you. Before taking payment, we will identify any material known restriction that is likely to affect normal migration. Specialist migration work, a different server environment or work requested from us after the standard handover may be quoted separately.

14. Hosting, maintenance and availability

We will use reasonable care to host, secure, back up and maintain the Website. Backups are taken at reasonable intervals appropriate to the Package. Internet services can occasionally be unavailable because of maintenance, supplier failure, attacks, network conditions or events outside reasonable control. Unless expressly guaranteed in an Order, we do not promise uninterrupted availability or a specific search ranking, visitor number, enquiry volume or sales result.

We may carry out maintenance and make technical changes needed for security, performance, legal compliance or continued operation. We will try to minimise avoidable disruption and communicate significant planned work where practical.

15. Support hours and response

Support requests should be sent to hello@siverno.co.uk. We handle support during normal UK business hours on Working Days. We aim to acknowledge requests within one Working Day and to resolve routine content changes within the timescales of your Package. Urgent issues affecting the availability or security of a live Website are prioritised. These are service targets, not guaranteed response times, unless the Order states otherwise.

16. Email and third-party services

Business email, domain registration, analytics, review widgets, messaging, payment services and other integrations may rely on third-party providers. Their availability, acceptable-use rules, storage limits and separate terms may apply. We are not responsible for a third party's independent service failure, but we will provide reasonable assistance where that service is included in your Package.

You are responsible for retaining any emails, records or data that your business is legally required to keep. You must not use email or website services for spam, phishing, malware, unlawful marketing or other prohibited activity.

17. Acceptable use

You must not use the service to publish or promote unlawful, fraudulent, infringing, defamatory, hateful or malicious content; distribute malware; interfere with systems; send unsolicited communications; impersonate others; or breach another person's privacy or intellectual-property rights.

We may remove or disable content where reasonably necessary to comply with law, protect users or systems, respond to a credible rights complaint, or enforce this agreement. Where appropriate, we will explain the issue and give you a reasonable opportunity to correct it.

18. Data protection

Each party must comply with applicable UK data protection law, including the UK GDPR and the Data Protection Act 2018. For personal data you collect through your Website for your own business purposes, you will normally be the controller and Siverno will normally act as your processor to the extent we host or handle that data on your behalf.

Where Siverno acts as processor, we will:

•     process personal data only on your documented instructions, unless UK law requires otherwise;

•     ensure people authorised to process the data are subject to confidentiality obligations;

•     use appropriate technical and organisational security measures;

•     use suitable sub-processors and remain responsible for their relevant data-protection obligations;

•     provide reasonable assistance with data-subject requests, security obligations and regulator enquiries;

•     notify you without undue delay after becoming aware of a personal-data breach affecting your hosted service;

•     on termination, delete or return personal data as agreed, except where law requires retention; and

•     provide information reasonably needed to demonstrate compliance and support proportionate audits.

Schedule 1 records the subject matter, duration, nature and purpose of processing, the types of personal data and the categories of data subjects. Our Privacy Policy explains how Siverno processes data for its own purposes as controller.

19. Confidentiality

Each party must keep the other party's non-public business, technical and commercial information confidential and use it only to perform or receive the service. This does not apply to information already lawfully known, independently developed, publicly available without breach, or required to be disclosed by law. This obligation continues after the agreement ends.

20. Portfolio use

Unless you ask us in writing not to, we may identify your business and display the public Website, logo and non-confidential project description in our portfolio and marketing. We will not publish confidential information or private performance data without permission. You may withdraw this permission at any time with effect for future marketing material.

21. Changes to the service or agreement

You may request changes at any time. We will confirm whether they are included in the Package, require a package change or need a separate quote.

We may update this agreement to reflect changes in law, regulation, security, technology or the way the service operates. We will give at least 30 days' notice of a material change affecting an active customer. If a material change places you at a significant disadvantage, you may end the service before it takes effect without a cancellation penalty.

22. Liability

Nothing in this agreement excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or mandatory consumer rights.

Subject to the paragraph above, neither party is liable to the other for an indirect or consequential loss that was not reasonably foreseeable when the contract began. For Business Customers, Siverno is not liable for loss of profit, revenue, anticipated savings, goodwill, data or business opportunity, except where such a limitation would be unlawful.

Subject to liabilities that cannot legally be limited, Siverno's total liability arising from the service will not exceed the total fees paid or payable by you for the service during the 12 months immediately before the event giving rise to the claim. This limit does not reduce any remedy or minimum protection that applies to a Consumer by law.

You should maintain appropriate business continuity arrangements and keep copies of critical business records. We are not responsible for losses caused by inaccurate material you supplied, your unlawful instructions, compromised credentials under your control, or a third-party service outside our reasonable control.

23. Indemnity (business customers only)

If you are a Business Customer, you will compensate us for losses, claims and reasonable costs we suffer because Customer Materials you supplied, or instructions you gave, infringe another person's rights or break the law, except to the extent the loss was caused by our own negligence or breach. We will notify you of any such claim promptly and act reasonably to reduce the loss. This section does not apply to Consumers.

24. Events outside reasonable control

Neither party is responsible for delay or failure caused by an event outside its reasonable control, provided it takes reasonable steps to reduce the effect and resumes performance when practical. If such an event prevents a substantial part of the service for an extended period of more than 30 days, either party may end the affected service on written notice.

25. What happens when the service ends

When the service ends for any reason: fees already due remain payable; your licence to use the Website under section 12 ends unless you have completed a purchase under section 13; and each party must stop using the other's confidential information.

We will keep your Website data and backups available for export for at least 30 days after the end date, after which we may delete them, except where law requires retention or a purchase or migration is in progress. Sections that by their nature should continue (including intellectual property, confidentiality, liability and governing law) survive termination.

26. Complaints and resolving problems

If you are unhappy with the service, email hello@siverno.co.uk with the relevant details. We will investigate and aim to respond promptly, normally within 5 Working Days. Where a service has not been provided with reasonable care and skill, Consumers may have statutory rights including repeat performance or an appropriate price reduction.

The parties will first try in good faith to resolve a dispute through direct discussion. This does not prevent either party from seeking urgent relief or using any court, regulator, ombudsman or alternative dispute process available by law.

27. General terms

Entire agreement: this agreement, the Order and any documents expressly referred to in them form the entire agreement between the parties in relation to the service. Neither party relies on any statement not set out in them, but nothing in this paragraph limits liability for fraud or any consumer right.

You may not transfer this agreement without our written consent, which will not be unreasonably withheld. We may transfer it as part of a genuine transfer of the Siverno service or relevant business, provided this does not reduce mandatory customer rights. We may use carefully selected subcontractors to help deliver the service, and we remain responsible for their work.

If any provision is found unenforceable, the remaining provisions continue to apply. A delay in enforcing a right is not a waiver of that right. This agreement does not create a partnership, employment relationship or agency between the parties.

A person who is not a party to this agreement has no right to enforce it under the Contracts (Rights of Third Parties) Act 1999, except where this agreement expressly says otherwise.

28. Governing law and jurisdiction

This agreement is governed by the laws of England and Wales. If you are a Consumer resident elsewhere in the United Kingdom, you retain any mandatory protections and rights to bring proceedings in the courts available to you under applicable law. Business Customers agree that the courts of England and Wales will have exclusive jurisdiction.

29. Contact and notices

Questions, cancellation notices and complaints should be sent to hello@siverno.co.uk, or by post to Siverno (iCRAYO), Unit 38864, PO Box 6945, London, W1A 6US, United Kingdom. Notices may be sent by email to the most recent address each party has provided and are treated as received on the next Working Day after sending, unless a delivery failure is received. You are responsible for keeping your contact details current.

Schedule 1 — Data processing details

Subject matter: hosting and operation of the Customer's website, email and related services.

Duration: the term of this agreement plus the post-termination retention period in section 25.

Nature and purpose: hosting, storage, backup, transmission and technical support of website enquiries, form submissions, account records and technical logs.

Types of personal data: names, contact details, enquiry and form content, technical identifiers such as IP addresses and cookies, and account information.

Categories of data subjects: the Customer's prospects, customers, staff and website users.

Sub-processors: payment processing is provided by Stripe. Hosting, email and analytics providers used to deliver the service are listed in our Privacy Policy and are available on request. We will inform you of intended changes to sub-processors where required by law.