SANTRIL Website Services — Customer Terms

These Customer Terms apply to website services purchased from an individual trading as SANTRIL, based in Dubai, United Arab Emirates ("SANTRIL", "we", "us"). Customer service: sales@santrilgroup.com Legal notices: legal@santrilgroup.com These services are intended for customers purchasing primarily for trade, business, craft or professional purposes. If mandatory consumer or other law applies to a particular customer or transaction, those mandatory rights take priority over any conflicting term below. 1. The agreement The agreement consists of: 1. the SANTRIL product description shown at the time of purchase; 2. these Customer Terms; 3. any written build specification or scope confirmation SANTRIL sends and the customer accepts; and 4. any written additional-work quote accepted by the customer. Payment through Whop records the order and payment. SANTRIL remains the supplier of the website service. Whop provides payment-processing and related platform services under its own terms. 2. Standard Website — £495 The Standard Website package is £495, paid 100% upfront. It includes: • ready to launch within 5 working days after the delivery clock starts; • up to 5 standard pages; • professional responsive/mobile design; • contact form; • basic on-page SEO setup; • domain/DNS/SSL/deployment setup; • GitHub source repository; • Resend contact-form delivery setup; • setup assistance for one Google Workspace professional mailbox; • one consolidated revision round, capped at 60 minutes of included revision production time; • final QA and launch; • Website Owner/Handover Pack; and • AI self-management guidance. 3. Priority Website — £795 The Priority Website package is £795, paid 100% upfront. It has exactly the same scope as the Standard Website. The additional £300 buys production-queue priority only. It is ready to launch within 2 working days after the delivery clock starts. Priority does not include extra pages, extra revisions, additional functionality, expanded copywriting or any other additional development. 4. Working days and the delivery clock A working day means a SANTRIL working day, normally Monday to Friday, excluding UAE federal public holidays. The delivery clock starts only when SANTRIL has received all of the following: • cleared full payment; • completed onboarding/intake; • the required logo, content and images; • the customer’s domain decision; • the required account invitations/access; and • confirmation that production can begin. SANTRIL will confirm when the delivery clock starts. Customer-caused delay, missing information, delayed approvals, inaccessible accounts or changed instructions pause the delivery clock for the affected period. "Ready to launch" means the website has reached the agreed launch-ready stage. A live date can still depend on customer approval, DNS/account actions or third-party provider processing outside SANTRIL’s reasonable control. 5. Scope limits and excluded work The fixed-price website package is a defined brochure-site product, not bespoke software development. Unless separately quoted, the following are excluded: • e-commerce; • customer portals or membership systems; • custom applications or databases; • complex APIs or integrations; • substantial booking systems; • extensive bespoke animation; • full branding or logo projects; • unlimited copywriting; • unlimited revisions; • more than five standard pages; • ongoing SEO campaigns, advertising or social-media management; • complex email migrations; and • multiple-user mailbox projects. If a request was not included in the purchased package, SANTRIL may quote it separately even if it is technically straightforward to perform. Unless a separate fixed quote is agreed, additional work is charged at £60/hour, minimum 30 minutes / £30. 6. Customer responsibilities The customer must: • provide accurate information and timely decisions; • provide the content/assets reasonably required to build the site; • have the right to use all names, logos, text, photographs, testimonials, trademarks and other materials supplied to SANTRIL; • check that business claims, prices, services, qualifications, accreditations and legal/regulatory statements are accurate before launch; • maintain the security of customer-owned accounts; and • use invitations or delegated access instead of sharing passwords wherever practical. SANTRIL may rely on customer-supplied information unless there is an obvious reason not to. 7. Third-party accounts and charges Unless expressly stated otherwise, the website price does not include: • domain registration or renewal; • Google Workspace subscription charges; • paid Cloudflare services; • premium images, fonts, software or other assets; or • other customer-specific subscriptions or usage charges. The customer should pay those providers directly through customer-owned accounts wherever practical. SANTRIL must not be made liable for customer-specific third-party subscriptions merely because SANTRIL assists with setup. The standard V1 stack is Lovable → GitHub → Cloudflare → Resend → Google Workspace/Gmail. Third-party services remain subject to their own terms, availability, pricing, security controls and technical limits. 8. Preview, revision and approval SANTRIL sends the customer preview after internal QA. The package includes one consolidated revision round. The customer must submit all included revisions together in one list. Included revision production is capped at 60 minutes. Normally included: • text corrections; • image swaps; • contact-detail corrections; • minor colour changes; and • minor spacing/layout adjustments within the agreed structure. Not included: • a complete redesign; • new pages; • new functionality; • major copywriting; • changing an approved concept into a different website; or • additional integrations. Out-of-scope revision requests are quoted separately. After the included revision round, SANTRIL carries out final QA and may request written launch approval. 9. Ownership and intellectual property The central ownership principle is: We build it. You own it. After the project price and any agreed additional charges are paid, the customer owns the final customer-specific website content and delivered source code to the extent transferable, together with customer-owned accounts and infrastructure wherever practical. This normally includes: • domain; • Cloudflare account/infrastructure; • GitHub repository/source code; • Google Workspace tenant/mailbox; • Resend account/team; and • customer-provided and customer-specific website content/assets. Third-party software, fonts, images, libraries and services remain subject to their own licences. SANTRIL retains ownership of pre-existing know-how, reusable methods, generic internal prompts/processes and other generic production material. This does not prevent the customer from operating, moving or modifying the delivered website. 10. Launch, handover and project closure After the included revision round and final QA, SANTRIL will complete the agreed launch and handover. The Website Owner/Handover Pack will contain ownership and operational information but will not contain passwords. The original website build is treated as closed after launch, final QA and handover are complete. Requests after closure are new quoted work unless covered by an active Website Care plan. 11. Cancellation and refunds This section is SANTRIL’s customer-facing cancellation/refund policy. Mandatory legal rights always prevail where they apply. Before production starts If the customer cancels before SANTRIL confirms that production has started, SANTRIL will refund the website project payment, less only any non-recoverable customer-specific third-party cost that the customer expressly authorised SANTRIL to incur. After production starts If the customer cancels after production has started, there is no automatic entitlement to a full refund. SANTRIL may retain the reasonable value of work already performed plus any expressly authorised, non-recoverable customer-specific third-party costs. Any remaining unearned balance will be refunded where due. SANTRIL will not add an arbitrary cancellation penalty or charge for work that was not performed. If SANTRIL cannot complete the service If SANTRIL cancels for reasons not caused by a customer breach and cannot complete the agreed service, SANTRIL will refund the unperformed/unearned part of the service. Defective or materially non-conforming service If SANTRIL’s work materially fails to match the agreed scope because of a SANTRIL error, SANTRIL will first take reasonable steps to correct or re-perform the affected work. Where correction or re-performance is not appropriate or does not resolve the issue, SANTRIL will provide any refund or other remedy required by applicable law. Payment-provider processing Refunds are normally processed back through Whop to the original payment method. Whop’s own buyer/payment terms and any card-issuer rights also apply separately. 12. Website Care — £29/month Website Care is optional and costs £29/month. It includes: • basic website/deployment oversight; • contact-form health oversight; and • minor content/site updates within the existing website. It is capped at 30 minutes total SANTRIL human work per calendar month, with no rollover. It does not include: • new pages; • redesigns; • new features; • custom development; • SEO campaigns; or • emergency/out-of-hours support. Additional work is £60/hour, minimum 30 minutes / £30. Website Care can be cancelled before the next renewal using the available subscription/payment method. Cancellation stops future renewals. The current monthly service period is not normally refunded pro rata once it has begun, except where applicable law requires otherwise. 13. Service standard and correction of defects SANTRIL will perform the agreed service with reasonable care and skill and will use the QA process defined for the V1 product. The customer must notify SANTRIL promptly if the delivered site materially fails to match the agreed scope. SANTRIL will have a reasonable opportunity to inspect and correct a SANTRIL-caused defect. SANTRIL is not responsible for defects caused after handover by customer edits, third-party edits, unauthorised changes, customer-supplied inaccurate content or failures solely attributable to third-party services outside SANTRIL’s reasonable control. 14. Liability Nothing in these Terms excludes or limits liability that applicable law does not permit to be excluded or limited. To the extent permitted by applicable law and only in relation to contractual liability, SANTRIL’s aggregate liability arising from an affected one-time website project will not exceed the amount paid to SANTRIL for that affected project. For Website Care, SANTRIL’s aggregate contractual liability will not exceed the Website Care fees paid during the 12 months immediately preceding the event giving rise to the claim. The above cap does not apply where a liability cap is prohibited by applicable law, including liability arising from fraud, gross fault or other liability that law requires to remain uncapped. To the extent permitted by law, SANTRIL is not liable for indirect or consequential losses, loss caused by inaccurate customer-supplied material, customer changes after handover, or failures solely caused by third-party services outside SANTRIL’s reasonable control. 15. Third-party delays and events outside reasonable control SANTRIL is not in breach merely because performance is delayed by an event outside its reasonable control, including a material outage or processing delay at a required third-party provider. SANTRIL will take reasonable steps to reduce the impact and resume the affected work. This does not remove any mandatory customer remedy where applicable law gives one because the service has not been delivered as agreed. 16. Privacy SANTRIL processes personal information in accordance with the SANTRIL Privacy Notice. SANTRIL does not ask customers to provide payment-card details directly. Payment data is handled through Whop and its payment partners. 17. Complaints and communications Project and service enquiries: sales@santrilgroup.com Legal notices and formal complaints: legal@santrilgroup.com SANTRIL will review complaints and respond within a reasonable period. Customers should provide enough information for the issue and relevant order to be identified. 18. Governing law and disputes Subject to any mandatory law that applies to a particular customer or transaction, these Terms and the agreement are governed by the federal laws of the United Arab Emirates as applied in the Emirate of Dubai. Subject to any mandatory dispute-resolution or jurisdiction right that applicable law gives the customer, the courts of Dubai, United Arab Emirates will have jurisdiction over disputes arising from the agreement. 19. General If one part of these Terms is found invalid or unenforceable, the remaining parts continue so far as legally possible. A failure to enforce a term immediately does not waive it. A material change to the agreed scope, price or package must be agreed in writing. SANTRIL may update these standard Terms for future orders. The version accepted for an existing paid project continues to govern that project unless the customer and SANTRIL agree otherwise in writing or a legal change requires an update.