1. About these terms
1.1 These terms apply to services supplied by ZAYR, a trading name of Md Zubier Ahmed, a sole trader based in Smethwick, West Midlands. ZAYR is not a limited company. If we incorporate, we’ll tell you in writing before any existing contract moves to the company. Email: contact@zayr.org.
1.2 Your written quote or proposal (the “Order”) sets out what we’ll do, the price, the timeline and any minimum term. If the Order and these terms conflict, the Order wins.
1.3 Business customers and consumers. Most of our customers buy for their business, including sole traders. Sections 1–12 apply to everyone. Section 13 gives extra rights to consumers (individuals buying wholly or mainly outside their trade). Before you buy, we’ll ask you to confirm which applies. Nothing in these terms affects your statutory rights as a consumer.
2. Quotes and the contract
2.1 Information on our website about services and prices is a guide, not an offer. The price you pay is the fixed price in your accepted Order.
2.2 A contract starts when you accept the Order in writing (including by email) and, where the Order requires one, we receive your deposit.
2.3 A quote is valid for 30 days unless it says otherwise.
2.4 Fixed-price packages bought online. The package page and checkout show the package scope, its limits, any setup fee, any recurring charge, the minimum term, renewal and your cancellation rights before you pay. Your accepted Order is that package as shown and agreed at checkout. After your order we review your requirements and confirm the next steps; the delivery schedule is confirmed with you after onboarding. If we can’t deliver the package as described, we refund what you’ve paid for it.
2.5 Work beyond the package. Anything outside the package scope needs your explicit written agreement (email is fine) before we charge for it. If we can’t agree, you may cancel under these terms and section 13, and we refund any amount paid for work not yet done.
3. Prices and VAT
3.1 ZAYR is not VAT registered and no VAT is charged.
3.2 If we become VAT registered, we’ll tell you in writing before it takes effect. For an ongoing service, VAT could then apply to invoices issued from that date; we’ll explain the effect on your price and you can end the service on the usual notice if you don’t want to continue. Consumers will always be shown the total price they’ll pay.
4. Payment
4.1 Projects (websites, promo films, automation builds): usually a 50% deposit to start and 50% on delivery, or staged payments set out in the Order. For websites and bundles bought online (including Flash Launch websites and bundles), you pay a 50% deposit at checkout; the balance is recorded on your order and is payable before handover. Smaller fixed-price services are paid in full at checkout. Bespoke work and “from” prices are quoted first.
4.2 Monthly services (care plans, local SEO, content packages, AI receptionist, automation care): billed monthly in advance. Any setup fee is due at the start. If your Order includes a usage allowance (for example AI receptionist call minutes), the Order says what happens if it’s exceeded. We only charge for extra use where your Order sets a rate for it, and any such charge is shown on your invoice.
4.3 Invoices are due within 14 days unless the Order says otherwise.
4.4 If a business customer pays late, we may charge interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998, and pause work after giving 7 days’ written notice.
5. Minimum terms, renewal and notice
5.1 Monthly services run for the minimum term in the Order (usually 3 months; never more than 6), then continue month to month.
5.2 After the minimum term, either of us can end a monthly service by giving the written notice set out in the Order (email is fine). This is 30 days for most services and 60 days for partnerships. There are no exit fees.
5.3 Where an Order has no minimum term (for example the Growth Care plan), 30 days’ notice applies from the start.
6. What we need from you
6.1 Content, footage, access, answers and approvals on time. Timelines in the Order assume we receive these when agreed; delays on your side move the timeline.
6.2 You confirm you have the rights to anything you give us (text, images, footage, logos, music) and that it’s accurate and lawful.
6.3 Regulated claims. You’re responsible for the accuracy of claims about your own services. For healthcare and aesthetics clients, you sign off every clinical statement, and we follow ASA/CAP advertising rules (for example, we won’t promote prescription-only medicines to the public).
7. How we deliver
7.1 We’ll provide services with reasonable care and skill, in line with the Order.
7.2 Approvals. You approve designs, scripts, content plans and AI receptionist scripts before they go live. Revision rounds are as stated in the Order; further changes are quoted.
7.3 No guaranteed outcomes. We don’t guarantee search rankings, views, followers, calls answered, bookings or revenue. We do guarantee to do the work we’ve agreed, properly.
7.4 Fixes. We fix defects in work we’ve built, free of charge, for 30 days after go-live.
7.5 We may use carefully chosen subcontractors and third-party platforms to deliver the service. We remain responsible for our work.
8. AI receptionist and automation
Clauses 8.0 to 8.4 apply only to an Order that includes our AI receptionist.
8.0 Term, payment and testing. The AI receptionist has a 3-month minimum term, then continues month to month until either of us gives 30 days’ notice. You can buy it online: the one-off setup fee and the first month are paid when you order, after confirming your line can be forwarded and it won’t be used for clinical advice, triage or emergencies; later months are billed monthly in advance. Before go-live we make test calls on your own line, and it goes live only when those tests pass. If we find your setup can’t go ahead, we refund the setup fee and first month in full.
8.1 Disclosure. The AI receptionist tells callers it is an AI and that calls may be recorded or transcribed, and points them to your privacy notice. We won’t configure it to pretend to be a person.
8.2 Not an emergency or advice service. It does not provide clinical, legal or financial advice or triage, take payments, or make outbound calls. You must not present it as an emergency line.
8.3 Availability. The service depends on third-party telephony, voice and AI platforms. We’ll work to keep it running but can’t promise it will be available or error-free at all times. You should keep a way for callers to reach a person.
8.4 Data protection. For your callers’ data, you are the controller and we are your processor. We’ll sign a data processing agreement before go-live, listing our sub-processors. Healthcare clients will usually need a DPIA; we’ll help with it.
8.5 Automations and messages. You’re responsible for having a lawful basis to contact your customers. Marketing messages need consent or a valid soft opt-in under PECR; service messages (such as reminders) are fine.
8.6 Third-party software used by an automation is paid for by you, directly, under that provider’s terms.
8.7 Acceptable use. You must not use the services for unlawful, misleading or harassing purposes. We may suspend a service that’s being misused, after telling you why where we can.
9. Ownership of work
9.1 When you’ve paid in full, you own the final deliverables we create specifically for you (for example your website content and design, finished videos and scripts).
9.2 We keep ownership of our own tools, templates, code libraries and know-how, and give you a licence to use them as part of your deliverables.
9.3 Third-party items (fonts, stock, music, plugins) are licensed under their own terms, which we’ll pass on to you.
9.4 We’ll only show your name or work in our portfolio, or publish a case study, with your written permission.
10. Confidentiality and data
10.1 We each keep the other’s confidential information private and use it only for the contract.
10.2 Our privacy notice explains how we handle personal data.
11. Liability
11.1 Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or anything else that can’t legally be limited.
11.2 For business customers: we’re not liable for loss of profit, revenue, business or data, or for indirect losses; and our total liability under a contract is limited to the fees you paid under it in the 12 months before the claim.
11.3 For consumers: we’re responsible for loss you suffer that’s a foreseeable result of our breach of these terms or failure to use reasonable care and skill. We’re not responsible for business losses.
12. Ending the contract
12.1 Either of us can end the contract straight away by written notice if the other seriously breaches it and doesn’t put it right within 14 days of being asked, or becomes insolvent.
12.2 When a contract ends you pay for work done and services provided up to that date. We’ll hand over anything that’s yours (such as website content and files) once paid, and help move your website or phone forwarding.
12.3 Complaints. Please email us first; we’ll reply within 5 working days and try to put things right.
12.4 These terms are governed by the law of England and Wales. Consumers living elsewhere in the UK may also bring claims in their local courts.
13. Extra rights for consumers
13.1 Right to cancel. If you’re a consumer and you buy at a distance (online, by phone or email), you can cancel within 14 days of the contract starting, without giving a reason.
13.2 Starting within 14 days. We won’t start work in the cancellation period unless you expressly ask us to (by ticking an unticked box or confirming in writing). If you ask us to start and then cancel within the 14 days, you’ll pay a proportionate amount for work done up to when you told us. If the service is fully completed within the 14 days at your request, you lose the right to cancel.
13.3 How to cancel. Email contact@zayr.org with a clear statement, or use the form below. We’ll refund any money due within 14 days, using the same payment method.
13.4 Your statutory rights. Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill and as described. If they aren’t, you can ask us to redo the work or, if that’s not possible, get some or all of your money back. Citizens Advice can tell you more.
13.5 Subscription rules. New UK rules on consumer subscriptions are expected to apply from 2027. We’ll update these terms (reminders, easy online cancellation) when they come into force.
Model cancellation form
To: ZAYR, contact@zayr.org
I hereby give notice that I cancel my contract for the supply of the following service: ______
Ordered on: ______ · Name: ______ · Address: ______ · Date: ______