Terms
What we provide, what we deliberately do not promise, and how payment works.
Written to be read rather than to be survived. Sections that are not yet finalised are marked as such instead of being filled with boilerplate — if anything here is unclear, ask us and we will explain it in plain English rather than pointing you at a clause number.
Last updated 14 August 2026
1. What FaultFound provides
FaultFound inspects publicly accessible pages on business websites and reports faults that appear to affect a customer's ability to buy, book or make contact. Where a fault is confirmed, we make a private report available at no charge. Reading the evidence is always free.
If you choose to act on a confirmed fault, there are two fixed, one-off products:
- Developer Pack — £199 ("Send it to my developer"). A complete technical handover for one specific confirmed fault: documented reproduction, a technical diagnosis distinguishing observed fact from likely cause, affected URLs and evidence, implementation guidance, a repair checklist and a post-fix verification checklist. Your own developer or agency carries out the repair. We do not implement the change under this product and make no repair-completion promise.
- Done For You — £499 ("Fix it for me"). We carry out the repair of the specific identified fault, test the affected customer journey afterwards, and confirm in writing whether the fault is resolved. See the repair-scope and refund sections below.
Upgrade credit. Where the identified fault is eligible for our fixed-price repair (or once we have confirmed that scope), a customer who has bought the £199 Developer Pack may upgrade to the £499 Done For You repair within 14 days of that purchase. The £199 already paid is credited in full, so the upgrade costs £300. The credit can be used once and expires 14 days after the Developer Pack purchase.
2. Scope of the £499 repair
The £499 Done For You repair covers the one specific fault identified in your report and reasonable, directly-related work required to resolve that fault within a defined repair scope. It is not:
- an unlimited website-support, maintenance or monitoring contract;
- a rebuild, redesign or migration of your website;
- a fix for other, unrelated faults — those are separate work, quoted separately;
- an audit of every page or function on your website;
- SEO, performance optimisation, accessibility auditing or design work;
- security testing, penetration testing or vulnerability assessment.
Not every fault carries an unconditional £499 repair offer. Where a fault could reasonably require major custom application work, third-party vendor changes, a substantial redesign, proprietary systems, or an otherwise unknowable scope, we do not present a £499 checkout. In those cases we offer the £199 Developer Pack and an option to ask us to review the work before any fixed price is quoted.
3. Access for a repair
The £199 Developer Pack requires no access to your systems. The £499 repair may require limited access to carry out the fix. Where it does, we will ask you to provide only the access genuinely needed, through a secure method we specify. We will never ask you to send WordPress, hosting or server passwords by ordinary email, and you should never do so.
4. What we do not promise
Removing a broken customer journey removes a barrier. It does not follow that sales, bookings, enquiries or rankings will increase, and we make no such promise.
We cannot know how many visitors encountered a fault while it was live, or what they would have done otherwise. We will not quantify lost revenue, and any figure of that kind attributed to us should be treated as not coming from us.
A report describes the fault we confirmed. It is not a statement that no other fault exists on your website.
5. How we check
When inspecting a website we:
- request only publicly accessible pages, as an ordinary visitor would;
- do not log in, attempt credentials or bypass any access control;
- do not submit forms, place orders, make bookings or enter payment details;
- do not perform destructive, intrusive or load-generating testing;
- observe robots directives and keep request rates polite;
- stop permanently on request.
These are operating constraints of the system, not discretionary policy applied case by case.
6. Accuracy and disputed findings
Findings must reproduce on a separate later check and be independently confirmed in a real browser before they are reported. Each report shows a confidence score, including where confidence is low.
If you believe a finding is incorrect, tell us. We will re-check the route and respond. Where a finding was wrong we withdraw it, explain what our system misread, and do not raise it with you again.
7. Payment, prices and the upgrade credit
- The two prices are fixed and in pounds sterling: £199 for the Developer Pack and £499 for the Done For You repair. They are shown on your report before you decide.
- Payment is taken in full at the point of purchase, as a one-off charge. There is no subscription, recurring charge, stored card or automatic renewal.
- Payment is processed by a third-party payment provider; card details never pass through FaultFound. A receipt is issued by the provider at the time of purchase.
- Upgrade credit: where the identified fault is eligible for our fixed-price repair (or once we confirm scope), if you buy the £199 Developer Pack and upgrade to the £499 repair within 14 days, the £199 is credited in full and the upgrade costs £300. The credit can be used once and expires 14 days after the Developer Pack purchase.
8. Delivery
Developer Pack (£199). On payment, your pack is generated from the stored evidence and made available to you at a private link (and/or by email), normally straight away. It is a completed deliverable at the point of purchase.
Done For You (£499). Payment confirms and opens a repair case — it does not mean the repair is complete. We then arrange any secure access needed, carry out the repair, re-test the affected journey and confirm the outcome in writing. Repair timescales depend on the fault and on access being made available; we keep you informed rather than letting a deadline pass quietly.
9. Refunds
Because you see the finding and its evidence in full before paying, the decision to buy is made with the material already in front of you.
Done For You (£499) guarantee. If we cannot fix the identified fault within the agreed repair scope, we refund the £499 in full. This refund covers the identified fault; it does not extend to unrelated faults or work outside the agreed scope.
Developer Pack (£199). If we cannot produce a usable diagnosis for a fault you have paid for, contact us — we will not keep money for work we could not deliver. Where a purchase was made in error, contact us and we will resolve it.
This does not affect any statutory rights you have as a consumer, where those apply.
10. Your responsibilities
- Only request a check, or a repair, for a website you own or are authorised to act for.
- For a Done For You repair, provide the access we request only through the secure method we specify, and never send passwords by ordinary email.
- Any change made to your website remains your decision and responsibility; where you or your developer implement the Developer Pack, take a backup first.
- The Developer Pack is guidance for a competent developer, not a substitute for one.
11. Liability
We provide the report, the Developer Pack and the Done For You repair in good faith and to a professional standard. We are not liable for losses arising from how the Developer Pack guidance is implemented by you or your developers, or from faults on your website that we did not identify.
Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.
12. Privacy
How we handle information is set out in the privacy notice. To stop being contacted, use the opt-out page.
13. Contact
support@faultfound.co.uk, or through the contact page.