Privacy
Who we are
Hiven is run by Hiven’s legal name, e.g. Hiven Ltd, company number company number, or remove if not a company, registered or postal address. We are responsible for the personal information described here. If you have a question about it, email [email protected].
What we collect
- When you fill in a form on this site: the details you type in, such as your name, business name, email, phone number and message.
- When you become a customer: the information you send us for your website, such as photos, your logo, prices and opening hours, plus the emails and messages we exchange.
- When you pay: our payment provider, Stripe, handles your card details. We see your name, email and whether a payment went through, but never your card number.
What we use it for
- To reply to you and talk about a website, because you asked us to.
- To build, run and update your website and email, because that’s what you’re paying for.
- To take payments and keep business records, because the law requires it.
We don’t sell your information, and we don’t use it for anything else. We won’t add you to a mailing list.
Who else handles it
We use a small number of trusted companies to run the service. They only use your information to provide their service to us:
- a hosting provider, for this website and the websites we build
- an email delivery service, which passes on the messages you send through our forms
- an email provider, for our inbox
- a payment provider, to take payments
Some of these companies may store information outside the UK. Where they do, they use the legal safeguards UK law requires. If you’d like to know which companies we use, just ask.
Cookies
This website doesn’t use advertising or tracking cookies, and we don’t use analytics. Our fonts are stored on our own site, so loading a page doesn’t send anything to Google. Our hosting provider may set a cookie that’s strictly needed to protect the site from attacks.
How long we keep it
If you contact us but don’t become a customer, we delete your enquiry within 12 months. If you’re a customer, we keep your information while you are, and keep payment records for six years afterwards because the law requires it.
Your rights
You can ask to see the information we hold about you, ask us to correct it, or ask us to delete it. Email [email protected] and we’ll reply within a month. If you’re unhappy with how we’ve handled your information, you can complain to the Information Commissioner’s Office at ico.org.uk.
Terms of service
These are the terms for the Hiven website service. They’re short on purpose. If anything is unclear, ask us.
What you get
For £49 a month we design your website, register your web address, set up a business email address, host and look after the site, and make changes when you ask. The full list is on our What’s included page.
Your free first draft
We make a free first draft of your website on a Hiven address and send you a link before you pay anything. It’s a starting point, not the finished site. We’ll fix small things, like a wrong phone number, before you decide. If you decide not to go ahead, you owe us nothing.
Signing up
When you sign up, your first payment is taken. We then go through the details with you and make the changes you ask for. We aim to have it live within two weeks, as long as we have what we need from you. After that, changes carry on as part of your plan. We register your web address when your site goes live. After that, Stripe takes £49 each month on the same date. There’s no setup fee.
Refunds
You see a free first draft before you pay, so payments already made aren’t refunded. You can cancel at any time, and no further payments will be taken.
Missed payments
If a payment fails, we’ll let you know. If it isn’t sorted within 14 days, we may take the site offline until it is.
Cancelling
You can cancel whenever you like by emailing us. There’s no contract or notice period. Payments stop from your next billing date, and your site and business email come down at the end of the month you’ve paid for. We’ll remind you before they do, so you can save your emails. If you cancel before your site goes live, we stop work and no further payments are taken.
Your web address
Your web address is registered in your name. If you already have one, we’ll use it and handle moving it across. If you leave, it stays yours, and we’ll help you move it to another provider.
Changes
Changes to text, photos, prices, opening hours, services and similar are included. We usually make them within two working days. Bigger jobs, like a new page, a redesign or something that needs building specially, such as online payments or bookings, aren’t included. We’ll tell you honestly if something falls outside the plan.
Who owns what
Your words, photos and logo stay yours, and you’re responsible for making sure you have the right to use them and that what your website says about your business is true. The design and the website itself belong to Hiven, and are provided to you while you’re a customer. If you cancel, the site comes down.
Keeping it running
We work to keep your site online and fix problems quickly. We can’t promise it will never be unavailable, for example if one of our providers has an outage.
Our responsibility
If something goes wrong because of us, our responsibility is limited to the amount you’ve paid us in the previous 12 months. This doesn’t limit anything the law says can’t be limited.
Changes to these terms
If we change these terms, we’ll email customers at least 30 days before the change applies.
Law
These terms are governed by the law of England and Wales.