Terms of business

These terms apply from 29 October 2026.

1. About these terms

1.1 These terms apply to all services provided by Romano Alexander Media Limited, trading as Roslin Design (“we”, “us”, “our”). We are a company registered in Scotland, company number SC371796. Our address is 5 South Muirton Cottages, Perth PH1 5BB.

1.2 You can contact us by email at info@roslindesign.com, by phone on 0131 208 1023, or through your client area at manage.roslindesign.com.

1.3 “You” means the person or organisation we provide services to.

1.4 These terms work together with:

1.5 If these documents conflict, a written quote or proposal agreed with you takes priority, then the Hosting service agreement (for hosting matters), then these terms.

1.6 Notices. We will send notices to you, such as price changes, changes to these terms, reminders and notices about your services, by email to the contact address on your account. A notice counts as received when we send it, unless we’re told it couldn’t be delivered. Please keep your contact address up to date. You can send notices to us at info@roslindesign.com.

2. Our services

2.1 We provide website design and development, website hosting and management plans, domain name registration, and Microsoft 365 services.

2.2 What each plan includes, including any support time, is set out in the plan description and the Hosting service agreement.

2.3 We carry out our services with reasonable care and skill.

2.4 Separate services. Each service we provide, such as a design project, a hosting plan, a domain name or Microsoft 365, is a separate service. A problem with one service does not entitle you to a refund of another, or to withhold payment for another.

3. Cooling-off periods

3.1 You have 14 days from the day you order a hosting or domain service to change your mind and cancel it. To cancel within this period, contact us using the details in section 1.2.

3.2 If you ask us to start a service during the cooling-off period and then cancel, we may charge for the service provided up to the point you cancel, in proportion to the length of the contract.

3.3 The cooling-off period applies to new domain name registrations too.

3.4 Cooling-off after renewal. If an annual plan renews, or a domain name renews automatically, you can cancel it within 14 days of the renewal date. Cancelling means you give up the service. For a domain name, that means it is transferred to us for the rest of its registration period. You can buy it back during that period for the renewal fee plus an administration fee, as shown on our price list (Hosting service agreement, section 4.9). We will refund what you paid for the renewal, less a proportionate amount for the service provided before you cancelled.

3.5 Renewals for more than one year. Automatic domain renewals are for one year at a time. You can ask us to renew a domain name for longer, up to 10 years. Before we process a renewal of more than one year, we will ask you to confirm that, once it has been processed, it cannot be cancelled or refunded. Section 3.4 does not apply to these renewals.

3.6 Renewal reminders. Before an annual plan or a domain name renews, we will send you a reminder with the renewal date, the price, and how to cancel.

3.7 These cooling-off periods apply to all our clients. They do not affect your statutory rights.

4. Prices

4.1 Our prices are set out in your plan description, your quote or our current price list. All our prices exclude VAT, which is added at the current rate.

4.2 Price changes. We review our prices from time to time. We will give you at least 30 days’ notice before any price change takes effect.

4.3 If you pay annually, your price is fixed for the year you have paid for. Any new price applies from your next renewal.

4.4 If you don’t want to continue at the new price, you can cancel the service before the new price takes effect (see section 9).

5. Billing and payment

5.1 Plans billed monthly must be paid by direct debit or card.

5.2 Plans billed annually are paid in advance for the year.

5.3 Invoices for plans are issued through your client area about 30 days in advance, and are due on the 1st of the month.

5.4 Other invoices, for example for design work or work beyond your included time, are also issued through your client area, and are due within 30 days of the invoice date, unless your quote says otherwise.

5.5 If a payment is not made when due, we will send you reminders 1, 3 and 5 days after the due date. If it is still unpaid 7 days after the due date, we may suspend the affected services until it is paid, or, for Microsoft 365, cancel the licences (see the Hosting service agreement). We won’t suspend services without warning, except in the cases set out in section 11.

6. Support time

6.1 Some plans include a monthly amount of support time, as set out in the plan description.

6.2 Pooled time. If you have more than one website with us, the support time included with each of your sites is added together. You can use it on any of your sites.

6.3 We record support time in 15-minute blocks. Any part of a block counts as a full block.

6.4 Work beyond your included time is charged at the hourly rate for plan clients, as shown on our price list. We will tell you before starting work that will go beyond your included time, unless it is urgent work you have asked for.

6.5 Unused support time does not carry over to the following month.

6.6 Larger fixes. If an issue needs more time than you have left that month, we may complete it and carry the extra time forward, to be taken from your included time in the following months. The total carried forward at any time will not exceed four months’ worth of your included support time. Work beyond that is charged at the hourly rate for plan clients.

6.7 If you cancel your plan while carried-forward time is outstanding, we will invoice it at the hourly rate for plan clients.

6.8 Our working hours. Our working hours are Monday to Friday, 9am to 5pm, excluding public holidays. We aim to respond to support requests within one working day. This is a target for our first response, not a guaranteed time to resolve the issue.

6.9 Serious and urgent issues. We treat serious and urgent issues, such as your website being down, as a priority. Our monitoring often alerts us to problems before you are aware of them, and we may already be working on an issue when you contact us.

7. Review meetings

7.1 Where your plan includes review meetings, they are per client, not per website. If you have several sites with us, we will review them together.

8. Design and development work

8.1 We will agree the scope and price of design and development work with you before we start. The details of each project, such as timescales, payment stages and what we will deliver, are set out in our quote or proposal.

8.2 If completed work doesn’t match what we agreed, please tell us within 30 days of our invoice, and we will put it right. Changes beyond what we agreed are new work, and we’ll quote for them. If you haven’t told us about a problem within that time, the work is treated as accepted.

8.3 Websites rely on software and standards that keep changing. We cannot be responsible for problems caused by future changes outside our control, such as new browser versions or security issues discovered later in software we didn’t write, unless the problem comes from our own work.

8.4 Ownership of your website.

  • You own your content: the text, images, logos and other material you provide, and the data your website collects.
  • We own the design and code we create, including any general tools and components we use across our clients’ websites.
  • Once you have paid for the work, we grant you a permanent, non-exclusive licence to use, change and host your website for your own business, including with another provider if you leave us.
  • The licence is for your website only. You may not sell, license or give our design or code to anyone else, or use it to build other websites, without our written permission.
  • You may transfer the licence to someone who takes over your business or your website, for example if you sell your business.

8.5 Software, fonts and images licensed to us. Where your website uses software, fonts or images licensed to us by others, you may use them while we host your site. If you move your site elsewhere, you may need to buy your own licences.

9. Cancelling

9.1 How to cancel. You can cancel by email, by phone or through your client area, using the details in section 1.2. We will confirm your cancellation in writing. If you don’t receive our confirmation within two working days, please contact us again.

9.2 Monthly plans. You can cancel at any time. To avoid being charged for the next month, your cancellation must reach us before the invoice for that month is due. Your service will continue until the end of the month you have paid for, and you will not be charged again.

9.3 Annual plans. Annual plans are paid for a year at a time, and renew automatically for a further year unless you cancel. We will send your renewal invoice about 30 days before the renewal date, as a reminder. To stop a plan renewing, cancel before the renewal invoice is due. After the cooling-off period in section 3, you can cancel at any time, and the plan will not renew. Your service continues until the end of the year you have paid for. Apart from the cooling-off periods in section 3, we do not refund the remaining part of a paid year. This applies to all annual plans, including any taken at a discounted price.

9.4 We may, at our discretion, offer a refund, credit or discount in individual cases. Doing so once does not oblige us to do so again.

9.5 When a hosting service ends, the Hosting service agreement explains what happens to your website, data and domain names.

9.6 If we end a service. We may end a service by giving you at least 30 days’ notice. If we do, we will refund any fees you have paid for the period after the service ends, and help you move to a new provider as set out in the Hosting service agreement. Domain name registrations are not refunded. A domain remains registered to you for the period you have paid for, and you can move it to another provider.

9.7 If you seriously or repeatedly break these terms, for example through unlawful use of our services, abuse, or persistent non-payment, we may end the affected services with immediate effect, or with whatever notice we consider appropriate. In that case we will not refund fees for the remaining period.

10. Our liability to you

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

10.2 We are not liable for losses that were not foreseeable when we agreed to provide the service, or for loss of profit, business, revenue or data, except where caused by our failure to carry out our services with reasonable care and skill.

10.3 Things we are not responsible for. We are only responsible for loss caused by our own failure to provide our services with reasonable care and skill. In particular, we are not responsible for:

  • search engine rankings, website traffic, enquiries or sales. We do not guarantee any of these, because they depend on factors outside our control, such as changes made by Google and other search engines;
  • problems with services run by other companies, such as domain registries, Microsoft 365, Google, payment providers or the wider internet, beyond our reasonable control;
  • changes made by you, or by anyone you give access to, or problems caused by following your instructions;
  • the content of your website, including whether it is accurate, lawful, or properly licensed;
  • emails that are rejected or filtered by the recipient’s email provider;
  • loss caused by your failure to pay for, renew, or keep up to date a service or domain name;
  • disputes with third parties about your domain name or content.

10.4 Limit on our liability. Our total liability for any claim is limited to what you have paid us for the service the claim relates to in the 12 months before the claim.

10.5 Events outside our control. We are not responsible for delays or failures caused by events outside our reasonable control, such as major outages at Cloudflare, Amazon Web Services, Microsoft or other providers, failures of the wider internet or power supply, cyber attacks we could not reasonably have prevented, or severe weather. If such an event affects our services, we will tell you and do what we reasonably can to limit the disruption.

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

11. Your responsibilities

11.1 You agree to:

  • give us accurate contact and billing details, and keep them up to date;
  • make sure the content you provide, or ask us to publish, is lawful and that you have the right to use it;
  • keep your login details secure, and tell us promptly if you suspect anyone has gained access to your account;
  • use our hosting in line with the acceptable use rules in the Hosting service agreement.

11.2 Legal compliance. You are responsible for making sure your website and business comply with the law, including data protection, cookie, accessibility and consumer rules. Where our services include compliance checks, they are there to help you. They don’t guarantee that your website complies, and they are not legal advice.

11.3 Checking documents. It is your responsibility to check all documents and policies we prepare or generate for you, such as privacy and cookie policies, terms, and website text, for accuracy before they are published, and to tell us about anything that is wrong or out of date. We recommend that you also ask a legal adviser to review them. These documents are based on the information you give us and on how your website works. We do not guarantee that they are accurate or complete, and we are not liable for errors in them.

11.4 If a website or account is being used in a way that puts our systems or other clients at risk, for example if it has been compromised or is sending spam, we may suspend it straight away to protect them. We will tell you as soon as we can, and work with you to restore it.

11.5 Who can give us instructions. We act on instructions from the account holder, and from anyone the account holder has told us can act for them (an authorised contact). You can add or remove authorised contacts at any time. For security, we may ask anyone who contacts us to confirm their identity before we act, especially for changes such as transferring a domain, changing account details, or resetting passwords. We may refuse a request until we’re satisfied it’s genuine.

12. Personal data

12.1 Our Privacy policy (our services) explains how we use your personal data.

12.2 Where we process personal data on your behalf, such as enquiries sent through your website, our Data processing terms apply.

13. Changes to these terms

13.1 We may update these terms from time to time, for example to reflect changes to our services or the law. We will give you at least 30 days’ notice of any change that affects you, unless the change is required by law sooner.

13.2 If you don’t accept a change, you can cancel the affected service before it takes effect.

14. Complaints

14.1 If you are unhappy with any part of our service, please contact us using the details in section 1.2 and we will try to put things right.

15. Law

15.1 These terms are governed by Scots law, and the Scottish courts have jurisdiction. If you are a consumer living elsewhere in the UK, you may also bring proceedings in the courts where you live.

16. General

16.1 Confidentiality. We will keep confidential any information about your business that you give us and that isn’t public, and use it only to provide our services. This doesn’t stop us showing your website in our portfolio (see our Privacy policy (our services)), or disclosing information where the law requires it.

16.2 Entire agreement. These terms, the documents listed in section 1.4, and any written quote or proposal agreed with you are the whole agreement between us. They replace anything discussed or agreed before.

16.3 If part of these terms is invalid. If a court decides that any part of these terms can’t be enforced, the rest of the terms still apply.

16.4 Not enforcing a term. If we don’t enforce one of these terms straight away, or allow you extra time, we can still enforce it later.

16.5 Transferring this agreement. We may use other providers to help deliver our services, as described in our Privacy policy (our services). You may not transfer your rights under these terms to anyone else without our agreement, except as allowed by section 8.4.

16.6 Other people. Nobody other than you and us has any right to enforce these terms.