Client Service Agreement, version 5.

Findable · findable.live

Client Service Agreement

This agreement covers your Findable service: what we do, what you pay, who owns what, the guarantee, and what happens when the service ends. Please check your details and accept it before you pay.

1. ABOUT THIS AGREEMENT

1.1This agreement is between Paul James Sales, trading as Findable ("Findable", "we", "us") and the business named above ("you").

1.2You accept this agreement by clicking "I have read and agree to the Client Service Agreement" and confirming your authority to bind the business on your agreement page, before payment. The acceptance is an electronic signature and is intended to be legally binding in the same way as signing on paper.

1.3The agreement starts on the date and time you accept it (the "Start Date"). We keep a record of the agreement version, selected plan, details shown to you and your acceptance timestamp. We will make a copy of the accepted agreement available to you.

1.4You confirm you are entering this agreement for your business, not as a private consumer, and that the person accepting has authority to bind that business.

1.5Schedule 1 explains what is included in the service. If Schedule 1 conflicts with the main agreement, the main agreement applies.

1.6Current providers. Before you accept, you confirm on your agreement page (a) whether you currently use an agency, developer, host or other provider for your website, domain, hosting or online marketing, and (b) that you are free to end or move away from that arrangement without breaching a contract. You are free to leave if any notice period under that arrangement has ended, or will end before the Access Date. If you are not sure, we will not proceed until you confirm. We record your answers with your acceptance. If you tell us you are tied into a contract you cannot leave, we will not enter into this agreement.

2. THE SERVICE

2.1We will provide the service you selected with reasonable skill and care. In summary, we run a baseline AI visibility audit, identify realistic customer questions and opportunities, optimise your website so search engines and AI systems can understand the business clearly, create or improve useful pages where appropriate, and measure again using the same approved questions and method.

2.2Our current scored engines are ChatGPT and Google AI / Gemini. Platforms and methodology may change over time if needed to keep the service meaningful, but the guarantee comparison will use the same frozen questions and materially the same method as the baseline for that client.

2.3We decide the best way to carry out the work based on the measurements, the website, the business information available and our experience. We will consult you before changing material facts about how your business is described.

2.4Anything not listed in Schedule 1 is outside the plan, for example online shops, complex booking systems, paid advertising, photography, logo design, email hosting or substantial new software features. We can quote separately for extra work.

2.5We may use software tools, including AI tools, to help prepare content and analysis. You are responsible for checking factual information about your business, including services, prices, service areas, credentials and contact details, before publication or promptly when asked to approve it.

2.6During the minimum term we will review your AI visibility and the website regularly and make the updates we judge most useful. The amount and type of work will vary depending on what the data shows. We may create or improve pages around genuine services, service areas and customer questions where that is useful and truthful.

2.7We may provide monthly tracking or updates during the minimum term. Only the baseline and the guarantee re-measurement described in clause 5 determine the money back guarantee.

3. PAYMENTS

3.1You pay a £99 initial payment, then 11 further monthly payments of £99 (12 payments in total, £1,188 in all).

3.2Your first recurring £99 payment is taken on the Payment Start Date in clause 5.6. Later payments are taken monthly on the same calendar date, or on the last day of the month if that date does not exist.

3.3You authorise our payment provider (currently Stripe) to take the initial payment and each payment due during the minimum term. The service only continues into the optional hosting and maintenance service in clause 9A if you separately opt in.

3.4Except under the guarantee in clause 5, for our serious breach under clause 15.3, or where the law requires otherwise, payments are non-refundable.

3.5If a payment fails, we may retry it and will tell you. If it remains unpaid 14 days after its due date, we may pause the service and suspend the website we host after reasonable written notice until arrears are cleared. Suspension does not by itself cancel minimum-term payments still due.

3.6If an amount is overdue, we may charge statutory interest and fixed compensation where the Late Payment of Commercial Debts (Interest) Act 1998 applies, plus reasonable recovery costs.

3.7The £99 price is fixed for the minimum term, subject only to VAT. Findable is not currently VAT registered. If we become VAT registered, we may add VAT at the applicable rate to future payments after giving at least 30 days notice.

4. YOUR MINIMUM TERM

4.1The minimum term is 12 payments. The initial £99 counts as payment 1. This is not a cancel-any-time plan during the minimum term.

4.2You may end the agreement during the minimum term by email, but unless you are ending under the guarantee in clause 5 or because of our serious breach under clause 15.3, the remaining minimum-term payments stay payable on their normal dates or, if you prefer, in one payment.

4.3Ownership of the custom website and client-specific work transfers only after all 12 minimum-term payments have been made.

5. MEASUREMENT AND THE GUARANTEE

5.1The "Access Date" is the date you have given us the access and information we reasonably need to start substantive work. We will record or confirm that date.

5.2Baseline. On or shortly after the Access Date, before material changes are made, we run the approved baseline: currently 20 realistic customer-style questions, each asked 3 times on ChatGPT and Google AI / Gemini. We count how many answers name your business. Once approved, the questions are frozen for the guarantee comparison.

5.3Re-measurement. We normally repeat the same measurement about four weeks after the Access Date, using the same frozen questions, the same scored engines and the same method. The date we issue the guarantee results is the "Results Date".

5.4The guarantee. If the number of measured answers naming your business is not higher at the guarantee re-measurement than at baseline, you may claim a refund of your £99 initial payment by emailing us no later than 14 days after the Results Date (the "Refund Window"). Any increase, however small, means the guarantee improvement condition has been met.

5.5If you make a valid claim, we refund the £99 initial payment, the agreement ends, and no further minimum-term payments are owed. Because the agreement ends before final payment, ownership of Our Work does not transfer under clause 8.

5.6Payment Start Date. Your first recurring £99 payment is taken on the day after the Refund Window ends. No recurring £99 payment is taken while the Refund Window is still open. If the guarantee does not apply under clause 5.8 because required access or information was not provided, we may set the Payment Start Date to the day after six weeks from the initial payment and will tell you before charging.

5.7The guarantee depends on you giving and keeping in place the access, information and approvals we reasonably need. If you cause delay after the Access Date, we may move the re-measurement and Results Date back by a similar period.

5.8The guarantee does not apply if: (a) you do not give us the access and information reasonably needed to start within 30 days of the initial payment, or later withdraw access we reasonably need; (b) a website we build cannot lawfully or technically be connected to the agreed domain because of something outside our reasonable control; (c) a dispute with a previous developer, agency, domain owner or other third party stops or materially delays the work; or (d) information you gave us about ownership, authority, credentials, locations, services, access or your freedom to leave a current provider under clause 1.6 was materially wrong.

5.9The guarantee in this clause is the only guarantee we give about measurable AI visibility results. If any summary elsewhere differs from this clause, this agreement applies.

6. RESULTS ARE NOT GUARANTEED

6.1AI systems, search engines, directories and other third-party platforms are outside our control. They change often, and the same question may produce different answers on different runs.

6.2Apart from the money back guarantee in clause 5, we do not promise that any AI tool or search engine will name, recommend or cite your business, that you will rank in any particular position, or that you will receive more customers, enquiries, revenue or profit.

7. WHAT YOU NEED TO DO

7.1You agree to: (a) give us the access we reasonably need, for example to your domain or DNS, website, Google Business Profile and relevant business listings; (b) give accurate and current information about your business; (c) respond to reasonable approval requests within 7 days; (d) only provide materials you own or have permission to use; and (e) make sure you are entitled to give us access to anything managed by a third party.

7.2Previous developers and agencies. You must tell us about any current agency, developer, host or other supplier whose contract or rights may affect the website, domain or our work, and you confirm under clause 1.6 that you are free to leave them. You remain responsible for complying with your agreements with them, including any notice period or exit fee. We do not advise you to break another contract, and we will not knowingly take on a business that is tied into a contract it cannot leave.

7.3If someone claims that material you supplied, or work you asked us to reuse, infringes their rights or that you were not entitled to authorise the work, we may pause the affected work or remove disputed material until the issue is resolved.

7.4We may take urgent action, including temporary suspension or removal of affected content, where reasonably necessary for security or legal compliance.

7.5We are not responsible for delays or resulting effects caused by you not doing what this clause requires.

7.6If your confirmation under clause 1.6 turns out to be wrong, we may pause the work or end the agreement by email under clause 15.2. The guarantee does not apply (clause 5.8(d)), clause 13.5 applies, and payments already made are not refunded.

8. OWNERSHIP AND COPYRIGHT

8.1Your Materials stay yours. Your domain, business name, logo, branding, photos, reviews and material you supply remain yours. You give us permission to use and adapt them only to provide the service and, subject to clause 8.9, to show our work.

8.2Client-specific work we create remains ours until the final minimum-term payment has been made. This includes website design, code, page layouts, written content and structured data created specifically for you ("Our Work").

8.3While payments are up to date, you have a non-exclusive licence to use Our Work for your business as part of the service.

8.4On final payment we assign to you, to the extent we own it, copyright in Our Work created specifically for you. On request we will provide a reasonable export or copy of website files and content where technically practicable.

8.5Our reusable tools, templates, code libraries, components, systems, methods and know-how remain ours. Where those tools form part of your website after transfer, you receive a perpetual licence to use them as part of that website, but not to copy them for another product or competing service.

8.6If the agreement ends before final payment and the remaining payments are not paid, your licence to use Our Work ends and we may take down the website we built.

8.7Third-party materials such as fonts, stock images, plugins and open-source software remain subject to their own licences and are not assigned by this agreement.

8.8Existing websites. Unless you can show that you own or have permission to reuse the relevant code, design, text and images from an existing website, we may use it as a factual reference but will not copy protected content or code. We may create a new website from our own templates and original content instead.

8.9We may name you as a client, show the website in our portfolio and publish factual results or a case study about our work. If you ask us in writing not to do so, we will stop using your business in new promotional material.

8.10Our internal measurement questions, scoring methods, reports and non-public recommendations are confidential information. You may use them for your business but must not use or share them to build or help build a competing service.

9. DOMAIN AND HOSTING

9.1Your domain name is always yours. If we register a domain for you, we will register it in your name where practicable or transfer it to you on request. We will not hold your domain as leverage for payment.

9.2Hosting is included during the 12-payment minimum term. We use reputable providers and take reasonable care with security and backups, but cannot promise uninterrupted availability.

9A. OPTIONAL HOSTING AND MAINTENANCE AFTER PAYMENT 12

9A.1This clause applies after the final minimum-term payment.

9A.2The service does not automatically continue after payment 12. If you want us to keep hosting and reasonably maintaining the website after the minimum term, you may separately opt in to our rolling Hosting and Maintenance service at £29.99 a month.

9A.3The optional service includes hosting, reasonable technical maintenance and small routine updates. It does not include substantial redesign, large new features, ongoing AI visibility work or new campaigns unless we agree those separately in writing.

9A.4If you opt in, you may cancel the optional service by email with 30 days notice. We may change its price by giving at least 30 days notice, and you may cancel before the change takes effect.

9A.5If you do not opt in, or later cancel, we will make the transferred website reasonably available for you to move to your own hosting. We may keep it live on our hosting for up to 30 days after the minimum term or cancellation to allow a reasonable transfer, after which we may take it down if you have not moved it. We will remind you before payment 12 that you can opt in.

10. LISTINGS, GOOGLE BUSINESS PROFILE AND REVIEWS

10.1Your Google Business Profile and directory accounts remain yours. Where you give us access, we will only make changes that are intended to describe your real business accurately.

10.2Google, directories, review sites and other platforms make their own decisions and we cannot guarantee listings, reviews, rankings or inclusion.

10.3We will not create fake reviews, fake locations or fake business profiles. You agree not to ask us to publish false or misleading information or use unlawful review incentives.

11. CONFIDENTIALITY

11.1Each of us will keep the other party's confidential information private and use it only for this agreement, except where the information is already public or disclosure is required by law.

11.2We will keep login details you give us reasonably secure and use them only for the service. If you remove or change access, tell us promptly so we can continue the work.

12. DATA PROTECTION

12.1Each of us will comply with applicable UK data protection law. Our privacy notice explains how we use personal data relating to you and your staff.

12.2Where we host a website or handle enquiries on your behalf, you are normally the controller and we act as your processor for that personal data. We will process it only on documented instructions, keep it appropriately secure, use suitable sub-processors, assist reasonably with data rights and breach obligations, and delete or return it when the service ends unless law requires retention.

12.3You authorise us to use reputable sub-processors and to access or process data outside the UK, including from Thailand where our founder may be based, only where lawful safeguards required by UK data protection law are in place.

12.4You are responsible for your own lawful basis, privacy information and consent requirements for personal data collected through your website. Websites we build will not use non-essential cookies or tracking unless agreed and implemented with appropriate consent controls.

12.5We may occasionally send you information about our own related services where the law allows. You can opt out at any time.

13. LIABILITY

13.1Nothing in this agreement limits liability for death or personal injury caused by negligence, fraud or anything else the law does not allow to be limited.

13.2Neither party is liable to the other for indirect or consequential loss, or for loss of profit, income, customers, business or goodwill.

13.3Our total liability arising out of or in connection with this agreement is limited to the total amount you paid us in the 12 months before the event giving rise to the claim.

13.4We are not liable for failures or changes caused by AI systems, search engines, directories, hosting providers, payment providers or other third parties outside our reasonable control, or by inaccurate information or materials you supplied.

13.5You will cover our reasonable losses and costs if a third party claim arises because material you supplied infringed their rights, information you supplied was materially false, you were not entitled to give us access, or because of your separate contract with another developer, agency or supplier.

14. CHANGES

14.1We may improve our methods, tools and the detail of delivery over time as long as the overall service is not materially reduced.

14.2Any change to this agreement must be agreed in writing, except for VAT changes under clause 3.7 and changes to the optional Hosting and Maintenance service allowed by clause 9A.4.

15. ENDING THE AGREEMENT

15.1The agreement ends after the twelfth payment and final service period unless you separately opt in to the optional service in clause 9A.

15.2We may end the agreement by email if a payment remains overdue after reasonable written notice, you seriously breach this agreement and do not fix it within 14 days of being asked, you become insolvent or stop trading, or you or your staff are abusive or threatening. Minimum-term amounts already due, and remaining minimum-term payments where clause 4.2 applies, remain payable.

15.3You may end the agreement without further minimum-term payments if we commit a serious breach that substantially prevents you receiving the service and do not fix it within 30 days after you tell us in writing what is wrong.

15.4When the agreement ends, clause 8 decides ownership. Clauses intended to continue by their nature, including confidentiality, data protection, liability, ownership and payment obligations already accrued, continue to apply.

16. GENERAL

16.1This agreement, including Schedule 1, is the entire agreement between us about the service. If a website page or sales summary differs from this agreement, this agreement applies.

16.2You confirm you have not relied on a statement or promise that is not included in this agreement. A salesperson cannot change this agreement or agree different commercial terms unless Findable confirms them in writing. Nothing in this clause limits liability for fraud.

16.3If you have a complaint, email us first. We will respond within 14 days and both parties will try in good faith to resolve the issue before starting court proceedings.

16.4Neither party is responsible for delay caused by events outside its reasonable control, including major outages, security incidents or material changes to third-party AI, search, hosting or payment services.

16.5We may transfer this agreement to a company controlled by Paul James Sales or a business that takes over Findable, provided your rights are not materially reduced. You may not transfer this agreement without our written consent.

16.6Notices must be in writing and may be sent by email to the addresses recorded for each party. If part of this agreement is unenforceable, the rest continues. Delay in enforcing a right is not a waiver. No third party has rights under this agreement.

16.7This agreement and any dispute arising from it are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

SCHEDULE 1: WHAT IS INCLUDED