Terms and Conditions

Last updated: 25 September 2026

1. About us

1.1 Entity Labs is the trading name of Entity Labs London Ltd (“we”, “us”, “our”), a digital agency based in London, registered in England and Wales under company number 17480589, registered office 9, 32 Golborne Road, London, W10 5PN.

1.2 You can contact us at contact@entitylabs.co.uk or on 07383 260465.

1.3 “You” means the business or person who hires us.

2. How these terms work

2.1 Every project or plan starts with a written proposal or quote from us. Your proposal and these terms together form our agreement.

2.2 If something in your proposal differs from these terms, the proposal wins.

2.3 Proposals are valid for 30 days unless they say otherwise.

2.4 Our agreement starts when you accept the proposal in writing (email is fine) and pay any upfront fee.

3. Our services

3.1 We provide websites and e-commerce, custom software and web apps, SEO, paid advertising, content and branding, and ongoing management of these.

3.2 Your proposal sets out exactly what is included. Anything not listed is not included.

4. Project fees and payment

4.1 Projects are paid in two parts: 50% of the project fee before work starts, and the remaining 50% at handover.

4.2 Handover means we have delivered the work described in your proposal. We will launch the website, or hand over final files and access, once the final payment has been received.

4.3 Invoices are due within 14 days unless your proposal says otherwise.

4.4 If a business client pays late, we may charge interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998, and we may pause work until the account is up to date.

4.5 Third-party costs, such as domain names, hosting, premium plugins, stock images, software licences and advertising spend, are not included in our fees unless your proposal says they are. Advertising spend is paid by you directly to the ad platform.

4.6 We are not currently VAT registered. If that changes, VAT will be added to our fees at the applicable rate, and we will tell you in advance.

5. Monthly and yearly plans

5.1 We offer ongoing plans for things like website care, hosting, SEO and ad account management. Each plan can be paid monthly or yearly. What each plan includes, and its price, is set out in your proposal.

5.2 Plans are paid in advance.

5.3 Monthly plans continue month to month. You can cancel at any time by giving us 30 days’ notice in writing.

5.4 Yearly plans are paid upfront for 12 months. They run to the end of the paid year and unused months are not refunded. We will contact you before the year ends to ask whether you want to renew.

5.5 If a plan payment is missed, we may pause the plan’s services until it is paid.

6. Changes to the work

6.1 Your proposal says how many rounds of revisions are included.

6.2 If you ask for something outside the agreed scope, we will quote for it in writing first. Extra work only starts once you have approved the quote.

6.3 Changes can affect the timeline. We will tell you if they do.

7. What we need from you

7.1 To keep the project on track, you agree to:

• supply content, images, logins and information we ask for, on time;
• give feedback and approvals within a reasonable time;
• make sure anything you give us is accurate and that you have the right to use it (for example photos, logos and text).

7.2 If a project is on hold for more than 30 days because we are waiting on you, we may invoice for the work done so far and schedule the rest when you are ready.

8. Timelines

Any timeline in your proposal is our honest estimate. We will keep you updated, and tell you straight away if anything is likely to cause a delay.

9. Ownership

9.1 Once you have paid in full, you own the finished website, designs and other deliverables we made for you. Until then, they remain ours.

9.2 Content you supply to us stays yours at all times.

9.3 We keep ownership of our own general tools, code and know-how that we use across many projects. You receive a permanent licence to use any of it that forms part of your deliverables.

9.4 Third-party items such as themes, plugins, fonts and stock images remain owned by their creators and are used under their own licences.

10. Your accounts

We recommend that your domain, hosting, website, analytics and advertising accounts are held in your name, with us given access. That way you stay in control of your business’s assets whatever happens.

11. Results

We work hard to get you results, but search engine rankings, advertising performance and sales depend on factors outside our control, such as search engine updates, competitors and the market. We do not guarantee specific rankings, traffic or sales.

12. Showing our work

We may show the work we do for you in our portfolio and marketing, unless you ask us in writing not to. We will never share your confidential information.

13. Confidentiality

We both agree to keep each other’s confidential business information private and to use it only for our work together. This continues after the work ends.

14. Data protection

14.1 We both agree to comply with UK data protection law, including the UK GDPR.

14.2 Where our work involves personal data that you control (such as your customers’ details), you are the data controller and we are your data processor. We will:

• only use that data to carry out your instructions;
• make sure anyone at Entity Labs who handles it keeps it confidential;
• keep it secure;
• not share it with anyone except the service providers needed to deliver the work, under equivalent obligations;
• help you respond to requests from individuals and to any data breach;
• delete or return it when the work ends, unless the law requires us to keep it.

14.3 How we handle our own clients’ and enquirers’ information is explained in our Privacy Policy.

15. Cancelling

15.1 You can cancel a project at any time by telling us in writing. You will pay for the work done up to that point. The upfront payment covers work done and is not refunded once work has started, and if the work done is worth more than the upfront payment, we will invoice the difference.

15.2 If you are hiring us as a consumer rather than a business, you have the right to cancel within 14 days of accepting our proposal. If you ask us to start work within those 14 days, you will pay for the work done before you cancel.

15.3 We may end our agreement if an invoice is more than 30 days overdue, or if either of us seriously breaks these terms and does not put it right within 14 days of being asked.

16. Liability

16.1 We are not liable for indirect or consequential losses, such as loss of profit, revenue or data.

16.2 Our total liability to you for any project or plan is limited to the fees you have paid us for that project or plan in the 12 months before the claim.

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

16.4 If you are a consumer, nothing in these terms affects your statutory rights.

17. Events outside our control

Neither of us is responsible for delays caused by events outside our reasonable control, such as major outages at hosting or platform providers, extreme weather or illness.

18. Changes to these terms

We may update these terms from time to time. The version in place when you accepted your proposal applies to that project.

19. Law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.