1. Welcome

These Terms of Service (“Terms”) govern the use of services provided by Jigsaw (“we”, “us”, “our”). By engaging Jigsaw for software development or subscription services, you (“Client”, “you”) agree to be bound by these Terms.

We value long-term partnerships built on fairness and trust. These Terms are designed to be transparent and straightforward, setting out how we work together.

2. Scope of Services

Jigsaw provides:

• Custom Software Development – projects delivered on a fixed-price basis.

• Subscription Development Plans – rolling monthly packages that provide a set number of development hours.

• Support and Advisory Services – as agreed on a case-by-case basis.

Specific details of each engagement (scope, deliverables, deadlines) can be confirmed in writing, typically via a proposal or statement of work.

3. Payment Terms

3.1 Project-Based Work

• A 50% non-refundable deposit is required to secure our availability before work commences.

• The remaining 50% is payable upon completion, prior to handover of deliverables.

• If you terminate the agreement early, a 14-day notice period applies. Work completed or scheduled within that period will be billed.

3.2 Subscription Plans

We offer three subscription tiers:

• 40 hours/month – $3,200 per month

  Includes up to 40 hours of full-stack software development each month. This covers bespoke design, copywriting, system architecture, implementation, testing, and ongoing support.

  
  

• 80 hours/month – $6,400 per month

  Includes up to 80 hours of full-stack software development each month. This also covers bespoke design, copywriting, system architecture, implementation, testing, and ongoing support.

  
  

• 10 hours/month – $800 per month

  Includes up to 10 hours of full-stack software development each month. This also covers bespoke design, copywriting, system architecture, implementation, testing, and ongoing support.

  
  

3.3 Subscription Terms

• Hours are consumed flexibly across agreed tasks.

• Unused hours roll over to the following month, up to a maximum of 80 hours.

• Subscriptions are billed monthly in advance.

• Payments are non-refundable once a billing cycle has begun.

• Subscriptions may be paused or cancelled at any time, with changes applying from the next billing cycle.

  
  

3.4 Service level agreement (SLA)

• Support availability

  Support for subscribers is available 24/7 via WhatsApp and email.

  
  

• Response times

  All queries will receive a prompt response and, in any case, within a maximum of 2 working days.

  
  

• Developer leave/planned absence

  Where a senior developer will be unavailable (e.g., annual leave), affected subscribers will be given a minimum of 10 days' notice. During, this period, emergency updates will still be addressed within 2 working days.

  
  

• Definition of an Emergency Update

  An emergency update is any issue that prevents the operation of the core features of your application.

  
  

• Example (for clarity)

  For example, if a user is unable to sign up to your application because the Google address search feature is not functioning, your senior developer will become available to contact. The developer will investigate within 2 working days and may determine, for instance, that your payment method linked to Google has expired. Upon informing you, you would need to update the payment details to restore the feature.

4. Deliverables and Warranty

• Deliverables are considered complete once we confirm acceptance with you, provided you have supplied all requested materials and information.

• We provide a 3-month warranty on completed deliverables. This covers reasonable adjustments, bug fixes, and support for the agreed scope.

• Requests outside the agreed scope will be quoted separately, either hourly or via a new proposal.

5. Intellectual Property

• Client Ownership: The Client owns all intellectual property created specifically for them during the engagement (including systems, applications, information, data, and supporting documentation) once final payment has been made.

  
  

• Jigsaw Ownership: Jigsaw retains sole ownership of all pre-existing proprietary materials, templates, methodologies, and know-how used in delivering the services. These may not be resold or repurposed by the Client outside the scope of the agreed engagement.

6. Privacy and Confidentiality

• We take privacy extremely seriously and always act in accordance with relevant legal requirements and our published [Privacy Policy].

• All information, artefacts, and communications shared with us will be handled, retained, and disposed of appropriately.

7. Client Responsibilities

To enable us to deliver effectively, you agree to:

• Provide timely access to information, feedback, and decisions required for the work.

• Ensure you have the right to share any content or data you provide.

• Use deliverables responsibly and in compliance with applicable laws.

8. Termination

• Either party may terminate an engagement with written notice (14 days for project work, or immediate for subscription pauses/cancellations as described above).

• Fees remain payable for work completed or scheduled within any notice period.

9. Limitation of Liability

• We provide our services with reasonable care and skill.

• To the extent permitted by law, our liability is limited to the amount paid by the Client for the services in question.

• We are not liable for indirect or consequential losses (e.g. lost profits, business disruption).

10. Governing Law

These Terms are governed by the laws of England and Wales, unless otherwise agreed in writing.

11. Contact

For any questions about these Terms, please contact us at:

Jigsaw

Email: support@jigsaw.digital

WhatsApp & telephone: +44 20 3051 9359

Address: 42 Windsor Drive, Barnet, London EN4 8UD