Terms & Conditions

Last updated: September 26th

Hello, you have found Oena's terms & conditions

We don’t like being so formal but it’s important you read through our terms & conditions so you have a better understanding how we operate. If you have any questions though don’t hesitate to contact us.

The Client: You – the company or individual requesting the services of Oena.

Oena: Us – the agency in which the Client proposes to work with.


Oena will only work on a project/s when an agreement is provided either by email or telephone. From there an invoice is drafted up with the project details and expectations from Oena and the client. When working with us it’s important to note that we require a deposit before any work can be started and for smaller projects we sometimes require the full cost upfront. No work will be started unless the initial invoice has been paid.

Web services

In every website project we aim to make sure that any code is bug/issue free. However Oena cannot accept responsibility for any losses incurred due to an bug/issue caused by unforeseen circumstances.

The website, graphics (this includes logo design) and any code will remain the property of Oena until any outstanding invoices are paid to us. Only then we will release the property to the Client.

It’s worth noting that Oena cannot take responsibility for any copyright infringements caused by materials submitted by the Client. We reserve the right to refuse any material that is copyright protected unless proof is given of permission to use the material.

Oena understands that projects can grow during our time working together but any additions to briefs provided will need to be requoted by Oena. We reserve the right to charge an according amount for work carried out that isn’t outlined in the initial projects brief. Any chargeable work will be discussed with the Client and not be undertaken until the invoice has been paid.

The Client agrees to make available any content that is crucial for the sites completion to Oena as soon as possible. Oena cannot settle for continuous delayed deadlines from the Client regarding content. If deadlines are missed beyond a point and Oena has done everything they can do, we will still request the final invoice to be paid. Oena cannot be liable for costs incurred, compensation or loss of earnings due to the failure to meet agreed deadlines.

Once a website has been designed and completed the final balance of payment is then due in accordance with our payment terms. There are no exceptions to this term. For example if the Client decides they no longer want the site, as they have commissioned the work and paid a deposit they are still obliged to pay for the work that has been done. Non payment will result in legal action being taken if necessary. Once full payment is received for a website, it is assumed that the project has been completed to the Clients satisfaction and no refunds can be offered.


Oena provides a thought out design process that aims to give the Client the best possible result. There maybe times when the Client wants to make changes to the sites design or functionality during the project. When the initial design of the site is complete, Oena will send the Client a link for them to view the site for feedback. At this point design changes can be as big or small as necessary to make sure Oena gets the end result the Client is expecting. When the Client is happy with the look and feel of the site these designs will be signed off by the Client and the process will be moved on to the build. It’s important to note that when the build process has started no major changes to the sites core functionality can be altered.

Once the site’s build has been completed we will put the site on our test server and provide the Client with a link for feedback. At this stage small changes can be completed free of charge however any big changes that alter the sites core, adding new pages not detailed in the brief or added site functionality will need to be reviewed by Oena for any additional costs.


Whilst Oena aims to test all our work thoroughly, some bugs/glitches may slip through. Bugs/glitches are generally fixed for free where the site is hosted on a server that only us or the Client can access and no code has been altered without our knowledge. If the code has been altered in anyway a charge will apply to fix the issue. If a bug/glitch is found please notify us as soon as possible. We will aim to fix the issue within 48 hours, Monday to Friday with 72 hour weekend support.

For updates or adding features, Oena can support the site where the Client needs them to. Please find a small breakdown below:

  1. Additional pages or functionality are chargeable at £90 per hour, with a minimum charge of 1 hour. Oena will always aim to give the Client a rough time estimate for any additional work.
  2. A monthly retainer can be set up with Oena. X amount of hours will be suggested for the Clients needs and will be monitored over a 3 month period to make sure we aren’t charging too much or too little for the service provided. The retainer can be used for any service Oena can provide the Client.


Due to the way search engines rank websites and how often they change, Oena cannot guarantee website positions on any search platform. The process of organic traffic and hits your website gets will increase your sites position naturally. We cannot accept liability for any changes in rankings of the Clients website because of these factors above.


Oena aims to provide clean and compliant code that will render in all modern browsers ranging from desktop to mobile. Not all browsers work well with modern coding methods so we do exclude some old browsers from our testing. If the Client wants the site to work in certain older browsers or specific screen sizes, this must be mentioned at the start of the project. An additional fee will also be charged.


The Client is fully responsible for the final proof and layout approval prior to the pricing process. Oena cannot be made liable for any errors in the final product caused by the following reasons:

  • Grammar
  • Misspelling
  • Punctuation
  • Imagery
  • Wrong cuts
  • Finished product size

If a reprint is required the Client is responsible for any additional costs.



An up front deposit of 50% of the total payment is required once the Client has accepted the project.

A second payment of 25% of the total payment is required once the Client has approved and signed off the sites design before moving on to the build.

When the build has been completed Oena will provide the Client with a link to the site on their test server. The Client then has 14 days or an agreed period to provide Oena with any bugs/fixes as well as providing any content for the site. After this period has expired the final 25% is required before Oena can put the site live. The final payment MUST be paid even if the client hasn’t requested any fixes or provided content.


An up front deposit of 50% of the total payment is required once the Client has accepted the project.

The final 50% becomes due and should be paid in full before the files are released to the Client.

Small Jobs

Any jobs below £100 will require an upfront cost before the work can be started.


Please note that all payments to Oena must be made in British pounds sterling.

Additional information


In the event the Client isn’t satisfied with the services provided by Oena, they will go beyond to meet the Clients brief and expectations through collaboration between the Client and themselves with no additional charge. This however doesn’t stand for additional pages, features or functionality.


Oena aims to provide the Client with the best possible end result on any project. For whatever reason we suspect a project isn’t ‘to our best ability’ we may request extra time to make sure it meets the Clients satisfaction. This will be expressed via email or phone to the Client so the deadline can be altered.


Any cancellations must be made via email or by telephone within 6 days of starting the project before any invoice has been paid. Once the initial payment has been received by Oena this be deemed as non-refundable.


Oena will not be made responsible for any damages your business may suffer at the use of any of our services by the Client. This includes loss of data, non-deliveries, wrong delivery and loss of earnings/turn over.