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Terms and Conditions

By purchasing an annual licence, the client is entitled to full access to Help2Change CIC's website hosting product for one year. The product comprises of:

A web-based service hosted on a server backed by service level agreements providing for the following:

  • Guaranteed network uptime of 99.9% on an annual basis. If we fall below the guaranteed network uptime, we will compensate you as follows, excluding scheduled maintenance:
    •       99.9% - 99.0% uptime: 1-month free hosting
    •       An additional month of free hosting for every 1% of uptime lost below 99.00%.
  • Email support during office hours 9.30am – 4.30pm Monday to Friday excluding Bank Holidays.
  • Access to all updates, improvements and additions to the product made by Help2Change CIC during the year.
  • Nightly backup of the website content.
  • Secure storage of data in industry standard and compliant data centres.
  • Where a dedicated domain name is provided, the management and retention of the domain name shall commence on the date stipulated on the invoice for the product unless an alternative date is agreed between Help2Change CIC and the client. The domain name will be renewed annually 30 days before expiry. At the client's request dedicated domains may be transferred from Help2Change CIC to an alternative provider at a cost of £49 per transfer.

The client shall confirm an order to Help2Change CIC in writing or in email correspondence. The client shall be responsible for ensuring the accuracy of the terms of any order (including any applicable specification) submitted by the client, and for giving Help2Change CIC all necessary information in relation to the transfer and/or redirection of domain names within a sufficient time to enable Help2Change CIC to supply the product at the agreed time. The exact specifications for the Product shall be those set out in Help2Change CIC quotation or acknowledgement of order.

Prices charged will be subject to VAT, unless otherwise stated. Annual licence charges may be increased annually in line with inflation. Any increase in fee beyond a rise to account for inflation will be preceded by an email notification at least one month prior to the increase. Our hosting fee starts from when you sign up.

Purchase & Setup

The standard website includes the patient facing pages and staff zone (behind a staff login).

We provide FREE site design and customisation of the site to your local area. Standard website setup costs are £99. From time to time, we provide FREE or discounted website setup.

PCN sites will be available to use from 10 working days after completion of the website set up form.

Cloud Hosting

Cloud hosting is based on the storage space and data required for your site.

  • 1GB Space, 100GB per month data - £35 per month
  • Additional 1GB/100GB capacity charged at £10 per month

Content updates can be done by Help2Change CIC. There are no limits on the number of updates you can do per month (subject to our Fair Usage Policy). We aim to put all content updates onto your site within 1-2 working days.

Content Updating is charged at £15 per month. Help2Change CIC reserve the right to refuse a content update should the update require structural site change, which is a chargeable service. See Development Work.

All updates to be sent to  quoting your customer reference number.

Domain Name

A FREE domain name is included in the format www.yourPCN.gpweb.org.uk

The PCN can choose a dedicated domain name for the PCN Website (in place of the free option) at a cost of £49 per year for registration, security and support from Help2Change CIC.

If PCNs own a domain name from an alternative provider, this can be used to host the PCN site. It is the responsibility of the PCN to maintain this domain name and Help2Change CIC accept no responsibility should the PCN not continue the registration of the PCN owned domain name. PCN will need to continue this registration and pay any renewals for the domain names registered with an external party for the site to remain visible on the internet. Alternatively, the domain name can be transferred to Help2Change CIC for us to manage at a cost of £49 per year.

PCN Patient Participation Group Area

A separate secure section behind a login can be added to your site allowing for members of your PPG to have a dedicated area for their use. The cost of this is £10 per month.

Forms Service

The following forms are available to use for FREE in the standard PCN website:

  • Contact the PCN
  • Patient Feedback
  • Staff Feedback
  • Standard PCN Service referral form

This includes secure automated emails to the patient and to the PCN. Bespoke forms can be developed on request at a cost of £90 per form. Data entered into the forms will be sent by secure email to an email address/s of your choice. Data can also be extracted via CSV/excel file on request.

Annual Billing

Services advertised at a monthly rate are billed annually in advance. Each annual payment covers the next 12 months of service. If you decide not to continue with the service, you may cancel at any time. Your website and hosting will remain active until the end of the period already paid for, unless you ask us to remove the site sooner. As service capacity is allocated for the duration of the subscription term, refunds are not available for any unused portion of the subscription period.

Development Work

Site Development Work (structural changes or additional functionality) bespoke to your PCN is charged at £59 per hour. All costs to be agreed in advance with the PCN.

Non PCN Websites

Help2Change CIC will support other organisations with their website provision including GP Federations and others that align with the aims and objectives of our CIC. Website development costs will be agreed in advance with the client, with 50% of the fee being due on acceptance of our services, and the remaining 50% being due on completion/publishing of the website. Ongoing costs related to cloud hosting and content updating, domain name registration etc will be in line with our PCN fees and charges and terms and conditions.

Payment is due within 30 days of receipt of the invoice. Help2Change CIC reserves the right to remove the product from the internet where payment is not received in accordance with any alternative terms of payment agreed in writing. No cash or other discount is allowed unless agreed in writing by Help2Change CIC.

Services are invoiced annually in advance. Help2Change CIC reserves the right to charge a £5 invoice administration fee should the organisation require invoices in an alternative frequency e.g. quarterly/monthly.

Copyright of all material originated by Help2Change CIC, either in the form of pre-contract documentation or as text, images, research papers or electronically stored code for the manipulation, transmission and presentation of information, remains vested in Help2Change CIC. The client agrees to indemnify Help2Change CIC against all liabilities costs, damage, damages and expenses which Help2Change CIC may incur as a result of content added to the site by the client and which involve infringement of any copyright, patent or other intellectual or property right.

Help2Change CIC are not responsible for updating content unless PCNs have subscribed to the content updating service.  Help2Change CIC provide surgeries/clients with a fully functional content management system allowing practices/clients to add/edit content within their website.

Help2Change CIC shall not be liable to the client by reason of any representation (unless fraudulent) or any implied warranty, condition or other item or any duty at common law, or under the express terms of this or any other contract, for any indirect, special or consequential loss or damage whatsoever (including but not limited to loss of profit, business, contracts or goodwill), costs, expenses or other claims for direct or indirect or consequential compensation whatsoever (and whether caused by the negligence of Help2Change CIC, its employees or agents or otherwise). Help2Change CIC will not be liable for any loss, damage, cost, expense or injury of any kind, whether direct, consequential or otherwise, arising in connection with the execution of a contract or the use or failure of the goods supplied or any defect in them, or from any other cause whether or not due to the acts or omissions of Help2Change CIC, its staff, contractors, or its agents, in excess of the contract invoice value. Nothing in this condition shall exclude or limit Help2Change CIC liability for personal injury or death arising from Help2Change CIC negligence. No forbearance delay or indulgence by Help2Change CIC in enforcing the provisions of the Contract shall prejudice or restrict the rights of Help2Change CIC nor shall any waiver of its rights operate as a waiver of any subsequent breach and any right power or remedy herein conferred upon or reserved for Help2Change CIC is exclusive of any other right power or remedy available to Help2Change CIC and each of its rights powers or remedies shall be cumulative.

Help2Change CIC disclaims, to the extent permissible by law, all liability for defects in software products or for misconfiguration or misuse thereof. The product and all further services shall be delivered and performed in a timely, professional and workmanlike manner.

Help2Change CIC shall not be liable to the client for any loss or damage which may be suffered by the client as a result of the delivery of the product being delayed, hindered or made uneconomic by reason or circumstances or events beyond Help2Change CIC control including, but not limited to:

  • Act of God, or riot, strike, lock-out, trade dispute, labour disturbance, restriction or ban on overtime, accident, fire, flood or storm difficulty or increased expense
  • Failure by the client to give adequate instructions or supply the necessary information in due time
  • Failure by any third-party to carry out their part of the work or otherwise perform their obligations when required.

Help2Change CIC may terminate this agreement immediately if the client fails to pay any sum due under it on the due date (time being of the essence regarding payment) or immediately if the client commits a material breach of any term of this agreement and which (in the case of a breach capable of being remedied) has not been remedied within 7 days of a written request remedy the same from Help2Change CIC. Any termination of this contract shall be without prejudice to any of Help2Change CICs other rights or remedies.

Acceptable Use and Customer Content

The Customer shall be solely responsible for all content, data, materials, information, software, images, videos, text and other materials uploaded, published, transmitted, stored or otherwise made available through the Services ("Customer Content"). The Provider is under no obligation to monitor, review or verify Customer Content and does not exercise editorial control over Customer Content hosted through the Services.

The Customer warrants and undertakes that Customer Content shall not:

(a) be unlawful, fraudulent, defamatory, obscene, indecent, offensive, threatening, abusive, harassing, discriminatory or otherwise objectionable;

(b) infringe the intellectual property rights, privacy rights, data protection rights or any other rights of any third party;

(c) contain or promote material that is hateful, racist, sexist, discriminatory, extremist, violent or otherwise offensive on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation;

(d) contain viruses, malware, malicious code or any other material intended to damage, interfere with or gain unauthorised access to any system, network or data;

(e) promote, facilitate or encourage any illegal activity;

(f) breach any applicable law, regulation, code of practice or regulatory requirement.

The Customer shall ensure that all use of the Services complies with applicable laws and regulations and shall obtain all necessary rights, licences, permissions and consents required in relation to Customer Content.

The Provider reserves the right, acting reasonably and without liability to the Customer, to remove, suspend access to, or require the removal of any Customer Content which the Provider reasonably believes breaches this Agreement or applicable law.

Where the Provider reasonably believes that Customer Content may be unlawful, offensive or in breach of these Terms, the Provider may suspend the relevant website, account or Services pending investigation.

The Customer shall indemnify and keep indemnified the Provider against all losses, liabilities, costs, claims, damages and expenses (including reasonable legal costs) arising from or in connection with any breach of this clause by the Customer.

General Terms & Conditions

Help2Change CIC endeavours to provide its clients with the highest level of service at all times, and reserves the right to change the terms, conditions, and notices under which its services are offered.

Help2Change CIC undertakes to respond to all email communication from clients within 7 working days of receipt.

Last Updated: May 2026.