We offer unlimited website changes as part of our support and maintenance plans. This is designed to give you peace of mind and flexibility as your business evolves.
To keep things fair, efficient, and sustainable for all clients, unlimited changes are subject to a Fair Use policy. This article explains what’s included, what’s not, and how to request changes correctly.
Unlimited changes means:
There is no fixed monthly limit on small website updates
You can request ongoing improvements and refinements
Routine content and maintenance updates are included
This covers the day-to-day tweaks that keep your website fresh and accurate.
Examples of changes that are typically included:
Updating text or images on existing pages
Small layout or styling adjustments
Content updates (hours, pricing, services, wording changes)
Fixing bugs or minor visual issues
Updating existing calls-to-action
Unlimited changes do not include:
Repeated redesigns of the same page, section, or layout
Multiple rounds of changes to wording or content that has already been updated
Reverting or reworking changes due to changing preferences
Ongoing “trial and error” changes without a clear final direction
Creation of new pages, features, or functionality
If a request starts to resemble redesign, content strategy, or project work, it may fall outside Fair Use and be quoted separately.
A change is a small update that keeps the existing structure and design intact.
A redesign is any request that:
Alters layout, structure, or visual hierarchy
Changes fonts, spacing, colours, or design direction
Repeatedly revisits design decisions already made
Redesign work is not included under unlimited changes and will always be discussed and agreed separately.
Initial content or wording changes are included
One reasonable follow-up adjustment is included where clarification is needed
Repeated revisions to the same content may be treated as a content revision cycle and fall outside Fair Use
To avoid delays, we recommend submitting finalised wording where possible.
All website change requests must be submitted via the help widget on your website or client portal.
This ensures:
A clear audit trail
Proper tracking and prioritisation
Faster and more reliable turnaround
How to log a ticket is explained here:
How to request help or changes to websites, or automations
Information on how to request help, or changes to websites and automations in smartflow etc.
Requests sent via email (excluding [email protected]), WhatsApp, social media, or verbally may be asked to be resubmitted via the help widget before review or scheduling.
If we feel a request falls outside Fair Use, we’ll:
Let you know before any work starts
Explain why it’s outside scope
Provide an estimate
We’ll never proceed with chargeable work without your approval.
If you’re unsure whether something is included:
Submit the request via the help widget
Add as much detail as you can
We’ll guide you on the best next step
We’re here to help — this policy just keeps everything clear and fair for everyone.
