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Terms & Conditions

for Little Dreams Consultants Franchisees

1. Introduction

These Terms & Conditions set out how our Website Care Plan works, what’s included, how we work with you, and what you can expect from us. Clarity is kindness so we have written these in plain English to make them quick easy to understand.

If anything is unclear, please contact us via the Helpdesk: [email protected] or www.anorakcathelp.co.uk.

2. Scope of Services

When you sign up to a Website Care Plan with Anorak Cat Web Design Ltd (“we/us”), you receive a monthly service designed to keep your website online, secure, backed up, and technically supported.

Our Essential Care Plan includes:

  • Access to priority support via our dedicated, client-only, Helpdesk.
  • Super fast and secure hosting on our dedicated servers.
  • Performing weekly updates of the WordPress plugins* and themes* unless a vulnerability has been discovered – which will be dealt with as soon as possible.
  • Minor WordPress core updates will be performed within 24 hours of their release. Major releases will be tested first on a staging version of the site to ensure no problems are encountered.
  • Fixing any issues that arise because of an update.
  • Taking daily backups of your website which can be reverted to at the click of a button.
  • SSL certificate installation and website configuration.
  • 24/7 uptime monitoring.
  • Running daily scans for malware on your website and weekly performance scans. (NB: Performance improvement work is quoted for separately.)
  • Removing, at no extra cost, any malware found and restoring your website to the state it was in prior to the infection.
  • Sending you a monthly report about the updates performed on your website together with details about the most recent security and performance scans
  • Providing ongoing technical support for your website. This includes free fixes to problems that were not caused by you. This does not include fixes to problems that have been caused by you or third parties that you have instructed to make changes.

Please note: Premium plugin or theme licences are your responsibility unless covered under our agency licences.

Our Complete Care Plan includes all of the above plus the following:

  • Monthly visual checks – by a human
  • Form checks – by a human
  • Link checks

3. Support Requests & Service Levels

All support requests should be submitted through our Helpdesk: By emailing [email protected] or visiting anorakcathelp.co.uk. Requests emailed directly to a member of the team may take longer to be responded to.

Response Times

  • You will receive a response within 3 working days.
  • Urgent requests (e.g. site down or other ‘Business Critical’ requests) marked ‘URGENT’ are prioritised.
  • Non-Care Plan clients are always deprioritised compared to you.


Working Hours

  • Monday to Friday, 9:00 AM – 4:00 PM (excluding bank holidays)


Support Covers

  • Free fixes for issues not caused by you or external parties.
  • Paid work (e.g. design or functionality tweaks) is billed at £120 +VAT/hour, less 10% discount for Care Plan clients.
  • Minimum charge for any task: £50 +VAT.
  • Quotes are provided before any chargeable work is done.


If you enjoy detail, we expand on our Helpdesk service levels here.

4. Invoicing & Payment Terms

Care Plan fees are collected via monthly Direct Debit using GoCardless. You’ll receive an invoice for your records, but no action is required unless we advise otherwise.

For ad hoc or one-off work, invoicing is handled as follows:

  • Payment is due within 7 days of the invoice date.
  • We invoice once the work is completed to your satisfaction.

If the majority of work is complete but we are waiting on something from you (e.g. photos, copy), we may invoice at that point. The rest of the agreed work will still be delivered at no extra cost once the final content is received.

5. Amends & Revisions Policy

For one-off work or additional design/development requests:

  • Quotes will typically include 1 or 2 rounds of amends, depending on the project scope and complexity of the request.
  • Each “round of amends” covers a list of changes received together (ideally in a single email).
  • These amends can include small to medium changes, such as:
    • Text changes
    • Image swaps
    • Layout tweaks
    • Colour adjustments
  • Large changes or new design concepts are not included as ‘amends’..
  • Additional amends beyond those included in your quote may be chargeable. We will always advise before charging.

6. Price Adjustments

Your monthly fee may be adjusted in the following situations:

  • Annual increase: Your fee will increase by up to 5% annually to reflect rising costs.
  • Site growth: If your website grows significantly (more pages, features, or complexity), we may revise your monthly fee accordingly. You’ll be notified before any change takes effect.

We’ll always give at least 30 days’ notice of any fee adjustment. If you don’t agree to a revised price, you can cancel the plan (see Section 7).

7. Cancelling Your Website Care Plan

Either party can cancel the plan with 30 days’ written notice (email is fine).

After cancellation:

  • Hosting, backups, updates, and support will stop at the end of your notice period.

You must ensure your website is moved to another provider or that you have taken necessary backups. We are not responsible for your site after cancellation.

8. Missed Payments & Website Suspension

If a monthly payment fails:

  • We will make reasonable attempts to contact you.
  • If payment is not made within 30 days of the due date, your website may be temporarily suspended.
  • After 90 days of non-payment, your site may be permanently removed, and your data may be lost.

Reactivation will only happen once all overdue payments have been received.

9. SEO Disclaimer

Our Care Plan does not include Search Engine Optimisation (SEO).

Regular maintenance may help performance, but we do not carry out keyword research, content optimisation, or traffic growth activities as part of the Care Plan.

If you need SEO help, we’re happy to recommend trusted partners.

10. Communication & Availability

  • All communication should come via the Helpdesk for the fastest response.
  • We may occasionally post on social media outside of working hours, but this does not reflect support availability.
  • In-person meetings may incur additional time/travel charges. Please arrange in advance.

11. Legal Bits

  • We’ll always act in good faith and to a professional standard.
  • We cannot guarantee a website will be error-free or that we are liable for consequential losses (e.g. loss of sales or traffic).
  • Your total liability to us, and ours to you, is limited to the total amount paid under your Care Plan.
  • This agreement is governed by the laws of England and Wales.

12. Promotions & Portfolio

  • Unless you tell us otherwise, we may feature your website on our own site and social media (e.g. your logo, website link, screenshots).

13. Data Protection

We take data protection seriously. Please refer to our Privacy Policy for full details.

If you have any questions about this document, please contact our Service Director, Amy, at [email protected].

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