Terms of Service

Last updated 4 November 2026

The short version

• The concept homepage is free and there's no obligation.
• Pay once: half up front, half before the site goes live on your domain. Monthly: card on file, first charge when the site goes live, 12 months minimum, then month to month.
• Two rounds of changes are included. Send your photos and details within 14 days or the build pauses.
• Your domain and your Google accounts are always in your name. Once the site is paid off, it's yours.
• Leaving the monthly plan early? Pay the difference between the pay-once price and what you've already paid, and you get the site.

The full terms below are what count. They're written to be read, not skimmed past.

1. Who we are
2. How the agreement is made
3. The free concept
4. What's included
5. What we need from you
6. Review, changes and approval
7. Plans and payment
8. Hosting, care and changes
9. Domains, email and accounts
10. Who owns what
11. Your content and your site's claims
12. Tools and AI
13. Privacy and your customers' enquiries
14. Liability
15. Ending the agreement
16. Disputes
17. General
18. Standard prices

1. Who we are

Knack Web is a trading name of Knack Limited (New Zealand company number 9444632, NZBN 9429053814234), Auckland, New Zealand. Its registered office is recorded on the New Zealand Companies Register. In these terms "Knack Web", "we" and "us" mean Knack Limited, and "you" means the business we build or host a website for.

Contact: [email protected].

2. How the agreement is made

Your Order is the quote, email or invoice from us that sets out your plan, price and what's included. The agreement between us is your Order plus these terms. If the two disagree, the Order wins.

You accept by doing any of these: replying to say you want to go ahead, paying the deposit, or setting up the monthly payment. Acceptance by email or online payment is as binding as a signature.

You confirm you're acquiring our services for your business, not as a consumer, and that the person accepting is authorised to commit the business.

3. The free concept

A concept homepage costs nothing and doesn't commit you to anything. We build it only from what's already public about your business, such as your website and Google listing. It sits on a private, unlisted link that isn't indexed by search engines, carries a notice saying it's a concept and not your live site, and comes down about two weeks after we send it, or straight away if you ask.

The design of a concept is ours until you engage us to build the site. Please don't copy it or have someone else build it. Your own photos, logo and words in it stay yours throughout.

4. What's included

Unless your Order says otherwise, a site build includes:

• up to five pages, designed to work well on a phone first;
• a quote form that sends enquiries to your email;
• set-up of your Google Business Profile, or tidying the one you have, and linking it to the site;
• connecting your domain, with https;
• a basic privacy page for your site;
• two rounds of changes before launch (section 6).

Not included unless your Order says so: photography, logo or brand design, writing beyond a reasonable amount of website copy from what you give us, online booking, payments or shops, a content management system, ongoing search-engine or advertising work, and extra pages. Add-ons are listed in Standard prices.

Third-party costs are yours: domain registration, business email (such as Google Workspace), advertising spend, and anything else you sign up to directly. Where we buy something for you, like a domain, it's in your name and we charge you what it cost us.

We don't promise a particular Google ranking, number of enquiries or amount of work. We build the site to the standard on our website and fix anything that doesn't meet it.

5. What we need from you

• Accurate details about your business: services, areas, licence and registration numbers, contact details.
• Photos, logos, reviews and other material that you own or have permission to use.
• Access we need to connect the site, such as your domain registrar login or a DNS change made with us on the phone.
• Answers when we ask questions, so the build doesn't stall.

If we haven't got what we need within 14 days of asking, we pause the build and tell you. Nothing extra is charged while it's paused, and it picks straight back up when the material arrives. If a build has been paused for 90 days and you haven't replied to our written reminder, we can close it. For pay-once, the deposit covers the work done to that point. For monthly, the plan ends with nothing further to pay, since it hadn't started.

6. Review, changes and approval

We send you a draft of the full site on a private link. Two rounds of changes are included before launch: send everything for each round in one list and we turn it around within two working days. Further rounds, or changes that go beyond your Order, are charged at our hourly rate, and we'll tell you the cost before doing them.

When you're happy, reply in writing (email is fine) to approve it. Once approved and paid as set out in section 7, we put it live on your domain. Later changes are handled under section 8.

We won't publish anything we believe is untrue or misleading, and we'll tell you if we leave something out for that reason.

7. Plans and payment

7.1 Prices and GST

Prices are in New Zealand dollars and exclude GST. GST is added where it applies and is shown on the invoice. Our current prices are in Standard prices; the price in your Order is the one that applies to you.

7.2 Pay once

• Deposit: 50% before we start the build. If you change your mind before we start, we refund it in full. Once the build has started the deposit isn't refundable, because it pays for work already done.
• Balance: the other 50% after you approve the site and before it goes live on your domain. Your current site keeps running until then, so nothing is lost while the invoice is paid.
• Invoices are due within 7 days unless the invoice says otherwise.
• Hosting is not included in the pay-once price. You can take our care plan (section 8), or we hand you the files to host wherever you like.

7.3 Pay monthly

• You give us a card or bank payment authority through our payment provider, Stripe, when you sign up. The first charge is taken on the day the site goes live, and then monthly in advance on the same date.
• The plan includes the build, hosting, https, backups and up to 30 minutes of changes a month.
• Minimum term: 12 monthly payments from go-live. After that it carries on month to month, and either of us can end it with 30 days' written notice.
• Leaving early: you can end the plan in the first 12 months by paying a buyout: the pay-once price in your Order, less the monthly fees you've already paid. Once that's paid the site is yours (section 10) and we hand over the files. You're never charged more than the remaining monthly fees would have come to.
• The monthly price is fixed for the minimum term. After that we can change it with at least 30 days' written notice, and you can end the plan before the change takes effect.

7.4 If a payment is missed

We'll let you know and the payment provider will retry. If a payment is still unpaid 14 days after we've told you, we can pause work and replace the site with a simple holding page showing your business name and phone number until it's sorted. We'll tell you before we do. If it's still unpaid 30 days after that, we can end the agreement under section 15, and any buyout then becomes due. We don't charge interest or late fees. If we have to use a debt collector or go to the Disputes Tribunal or a court, you'll pay our reasonable costs of recovering what's owed.

8. Hosting, care and changes

On the monthly plan, or the care plan for pay-once sites, we host your site on Cloudflare's network, keep https working, keep backups, and make up to 30 minutes of changes a month: new photos, a new service, a price change and the like. Unused minutes don't carry over. Send changes by email in one list; we do them in a weekly batch. Bigger jobs, like a new page or a redesign, are quoted first and charged separately.

The care plan is month to month, billed in advance, and either of us can end it with 30 days' written notice.

Without a plan, changes are charged at our hourly rate, quoted before we start.

We aim to keep sites online all the time, but hosting depends on third parties and we can't promise it will never be interrupted. If your site goes down for something within our control, we fix it as fast as we reasonably can at no cost to you.

9. Domains, email and accounts

• Your domain is registered in your name, always. If we register one for you, it's in your name with you as the owner. We never hold a domain to stop you leaving.
• Your Google Business Profile and Search Console are set up under your Google account, with us added as a user where we need it. Remove our access whenever you like.
• Before we change anything on your domain we save a copy of its existing settings, including email records, so your email keeps working.
• Tell us about anything else that runs on your domain: email, other sites, booking systems. We can only protect what we know about.
• If your current site is on a paid builder (Wix, Squarespace and the like), cancelling that plan, and any refund from it, is between you and that provider. If your email runs through the builder, we move it before anything is cancelled, as long as you've told us.
• Business email set-up is an add-on. Unless you've bought it, your email account and mailbox are your responsibility.

10. Who owns what

• Your content stays yours: your business name, logo, photos, reviews and the words you give us. You give us permission to use them to build, host and maintain your site, and to show your concept.
• Your site becomes yours once it's paid off. That means when the pay-once balance is paid, or after 12 monthly payments, or when a buyout is paid. At that point we transfer to you our copyright in the design and code we made for your site, and give you the files if you ask.
• Until then we own the design and code, and you can use the site for as long as you're paid up.
• Our general tools, scripts, templates and know-how stay ours. Where any of it is part of your site, you can keep using it there forever, including after you leave us.
• Fonts and similar components come from third parties under their own licences, which allow use on your site.
• We only show your site in our own marketing, such as a before-and-after, if you say yes.

11. Your content and your site's claims

You're responsible for the material you give us and for the claims your site makes about your business: licences, registrations, memberships, guarantees, prices and reviews. You confirm you have the right to everything you supply, and that any reviews are genuine and used with permission. We'll take anything down promptly if someone reasonably claims it infringes their rights or isn't true.

12. Tools and AI

We use software, including AI tools, to help audit sites and draft concepts, page layouts and wording. A person checks everything before you see it, and we never knowingly add a service, review, licence or claim that isn't yours. You know your business best, so read your draft carefully before you approve it.

13. Privacy and your customers' enquiries

How we handle personal information is set out in our Privacy Policy.

When a customer of yours sends an enquiry through your site's quote form, it's your business that collects that information and is responsible for it. We pass the enquiry to your email as your service provider; we don't use it for anything else. Your site's privacy page says this to your customers, and you're responsible for handling enquiries properly once they reach you.

14. Liability

You're buying our services for your business, so we both agree that the Consumer Guarantees Act 1993 does not apply, and that this is fair and reasonable given the price, that you see and approve the site before it goes live, and that these terms set out how we fix problems. Nothing in these terms limits any right that can't legally be excluded.

If something we've done isn't up to the standard we've promised, tell us and we'll fix it at no cost.

Neither of us is liable to the other for indirect or consequential loss, or for lost profits, revenue, work, enquiries or data, whatever the cause.

Our total liability for all claims under or connected with this agreement is limited to the amount you've paid us in the 12 months before the claim. These limits don't apply to fraud or deliberate wrongdoing.

We're not responsible for problems caused by your own content or instructions, by changes made to the site by anyone else, or by outages and changes at third-party services such as domain registrars, email providers, Google or Cloudflare.

15. Ending the agreement

• Either of us can end the agreement by written notice if the other seriously breaches it and doesn't fix the breach within 14 days of being asked to, or if the other goes into liquidation, receivership or a similar process.
• Pay once: you can call off the build at any time. Before we start, the deposit is refunded. After we start, the deposit covers the work done and nothing more is owed. If you'd like what's been built so far, pay the balance and it's yours.
• Monthly: as set out in 7.3. Care plan: 30 days' notice.
• When the agreement ends and everything owed is paid, we give you the site files and simple instructions to point your domain wherever you like, within 5 working days of you asking. We keep the site online for those 5 working days so there's no gap.
• If the site isn't yours yet (section 10) when the agreement ends, we take it down and you keep your domain, content and Google accounts.

16. Disputes

If something's wrong, email us first and we'll talk it through; most things are sorted with a phone call. If we can't agree within 20 working days, either of us can suggest mediation. Nothing here stops either of us going to the Disputes Tribunal or a court.

17. General

• These terms are governed by New Zealand law, and New Zealand courts and tribunals deal with any dispute.
• We may update these terms. The version in force when you accept applies to your Order. For ongoing plans we'll give 30 days' notice of any material change by email, and you can end the plan before it takes effect.
• Notices can be sent by email to the address each of us last used for the agreement.
• Neither of us is responsible for delays caused by things outside our reasonable control.
• You can't transfer the agreement without our consent. We can transfer it as part of selling or restructuring the business, and we'll tell you if we do.
• If part of these terms can't be enforced, the rest still applies.
• This agreement is the whole agreement about your website and replaces earlier discussions, except for anything written in your Order.

18. Standard prices

Current prices, excluding GST. The price in your Order is the one that applies.

Questions about any of this? Email [email protected].