A clear baseline for working with Jenlu.

1. Scope and agreement

Work begins when the scope, price or charging basis and authority to proceed have been confirmed in writing. An emergency triage fee covers investigation and a recommended next step; it does not guarantee that every incident can be resolved within that initial fee.

Anything outside the agreed scope is additional work. Jenlu will identify material extra work and seek approval before proceeding where reasonably possible.

2. Fees and payment

Fixed fees, hourly rates, subscription charges, deposits, payment dates and any applicable taxes are stated in the relevant proposal, order or invoice. Jenlu Limited is not currently registered for VAT, so quoted prices are not subject to VAT unless Jenlu later confirms a change in writing. Unless agreed otherwise, subscriptions are payable in advance and additional work is invoiced separately.

Rescue triage, reviews, first-month subscriptions and other fixed-scope work may require payment before work starts. Third-party costs such as hosting, domains, software licences, paid extensions, stock assets and payment-provider charges are not included unless expressly stated.

3. Client responsibilities

The client must provide timely decisions, accurate information, lawful content and the access reasonably needed to deliver the work. The client remains responsible for maintaining control of its domain, primary accounts and business data unless a written managed-service scope says otherwise.

The client must tell Jenlu about other people making changes to the same systems. Rework caused by uncoordinated third-party changes may be chargeable.

4. Access, security and backups

Jenlu will use reasonable care when handling access and making technical changes. Clients should provide individual accounts or a secure agreed access method and should revoke access that is no longer required.

Where practical, Jenlu will identify whether a usable backup or rollback route exists before higher-risk changes. No backup, security control or monitoring service can guarantee against every failure, compromise or data loss. Any specific backup and recovery commitment must be recorded in the service scope.

5. Timings and urgent work

Delivery dates and response targets are estimates unless expressly stated as binding in writing. Jenlu will communicate material delays. Out-of-hours availability is not guaranteed unless separately agreed, and the out-of-hours rate may apply when work is accepted outside normal arrangements.

6. Third-party platforms

Websites depend on hosting companies, domain registrars, content management systems, payment providers, plugins, applications and other services outside Jenlu’s control. Jenlu is not responsible for a third party’s outage, discontinued product, pricing change or breach, but can help investigate or plan an alternative as additional work.

7. Intellectual property

Each proposal will identify any specific ownership or licence terms. Unless agreed otherwise, the client receives the right to use paid-for final deliverables for the intended business purpose once all related invoices are paid. Jenlu retains ownership of pre-existing tools, reusable methods, general know-how and third-party materials, which remain subject to their own licences.

The client confirms it has permission to supply and use its content, data, branding and other materials.

8. Team, confidentiality and data

Jenlu may use employees, part-time team members, approved subcontractors and specialist service providers to deliver the work. Jenlu remains responsible for coordinating the agreed service. Where reasonably necessary, those people may receive limited access to client systems or information under appropriate confidentiality, access and data-processing controls.

Both parties should protect non-public business, technical and customer information received through the work and use it only for the engagement. Personal information is handled as described in the privacy notice and any additional data-processing terms agreed for the project. Any agreed restriction on subcontracting, international access or AI-supported tooling must be recorded in the proposal or data-processing terms.

9. Cancellation, refunds and handover

Project cancellation and deposits are governed by the written proposal. Unless a subscription order states otherwise, a rolling care plan may be ended by either party with 30 days’ written notice. Charges already incurred, time already reserved and approved work completed remain payable.

Except where required by law or expressly agreed in writing, payments are not refundable. This includes completed triage, review work, time reserved for delivery, subscription periods already started and project deposits used to secure diary space or begin preparation. If Jenlu agrees to end a subscription, project or booked work early, any refund or credit is at Jenlu’s discretion unless mandatory law says otherwise.

Following payment of outstanding invoices, Jenlu will provide a reasonable handover of client-owned files and information held for the service. Additional migration, export or transition work may be chargeable.

10. Responsibility and disputes

Jenlu will provide services with reasonable care and skill. Any concern should be raised promptly so there is a fair opportunity to investigate and, where appropriate, correct the work.

Nothing in these terms excludes responsibility that cannot legally be excluded. Any engagement-specific limits, warranties or remedies will be set out in the signed proposal or service agreement. These terms are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction unless mandatory law requires otherwise.