On this page
- 01Key takeaways
- 02Why say what is included in a service?
- 03How should inclusions be written?
- 04Which exclusions should you name?
- 05Is the inclusions list legally binding?
- 06How do inclusions work with tiered packages?
- 07When is a detailed list a bad idea?
- 08What does this look like in practice?
- 09Inclusions checklist
- 10Next step
- 11Sources and further reading
- 12Frequently asked questions
Key takeaways
List what is included in each service, line by line, and what is not. Buyers compare quotes on contents, not names, so 'Standard package' means nothing until they see the parts. A clear inclusions list makes you easier to shortlist, filters out poor fits and cuts disputes later, because both sides agreed the scope up front.
- Buyers compare quotes on contents, not package names.
- List inclusions as concrete items: visits, hours, deliverables.
- Name the common exclusions buyers assume are included.
- What you publish can become part of the contract.
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Chat on WhatsApp →Why say what is included in a service?
Saying what is included lets buyers compare you fairly and decide faster. Without a list, they assume either too much, which causes disputes, or too little, which sends them to a competitor whose page looked fuller. Global Bridge Labs (GBL) treats inclusions as item 9 of the inventory and one of the most often missing.
How should inclusions be written?
Write inclusions as concrete, countable items: 'two site visits', 'up to 20 product photos', 'removal of old units', 'monthly report'. Avoid adjectives such as 'comprehensive' or 'full service'. Nielsen Norman Group found 79% of users scan, so a bulleted list beats a paragraph.
Which exclusions should you name?
Name the exclusions buyers commonly assume are included: waste removal, making good, travel outside your area, materials, rush delivery, revisions beyond a set number. You do not need to list everything you do not do, only what causes arguments. A short 'not included' list prevents most disputes.
Is the inclusions list legally binding?
It can be. Under the Consumer Rights Act 2015, information you give a consumer about a service, including on your website, can be treated as a term of the contract when they rely on it. Keep the list accurate, and make sure your quotes and terms say the same thing.
How do inclusions work with tiered packages?
With tiered packages, show each tier's inclusions side by side so buyers can see what each step up adds. Keep the item names identical across tiers, and mark items as included or not, rather than describing each tier in different words.
When is a detailed list a bad idea?
A detailed list is a bad idea when every job is genuinely bespoke and the list would be wrong more often than right. In that case, list what is always included, describe how scope is agreed and give examples of past projects with their scope, rather than a fixed menu.
What does this look like in practice?
A pattern we see: a business loses quotes to cheaper competitors whose price excludes things it includes, such as waste removal. Adding a line-by-line inclusions list to the service page lets buyers see the like-for-like difference and often turns a price objection into a reason to choose.
Inclusions checklist
- List every included item as a countable thing.
- Name exclusions that cause disputes.
- Use identical item names across packages.
- Match the list to quotes and terms.
- Put the list on each service page.
- Review it when your scope changes.
Next step
Take your last three quotes and list every line item. Anything that appears in all three belongs in your website's inclusions list.
Message us on WhatsApp for help writing your inclusions list, with no pitch.
Chat on WhatsApp →Sources and further reading
- Consumer Rights Act 2015 · legislation.gov.uk
- How users read on the web · Nielsen Norman Group
- Unfair commercial practices guidance (CMA207) · Competition and Markets Authority
Frequently asked questions
Should I list what is not included in my service?
Yes, for the items buyers commonly assume are included. A short exclusions list prevents disputes and makes your price easier to compare honestly. You do not need to list every possible exclusion, only those that cause misunderstandings.
How do I describe service packages on my website?
Give each package a list of concrete inclusions, using the same item names across packages so buyers can compare. Add who each package suits and the price or price guide. Avoid vague labels such as 'premium' without contents.
Can website service descriptions be used against me?
Information you give consumers about a service can become a contract term if they rely on it, under the Consumer Rights Act 2015. That is a reason to keep descriptions accurate and aligned with quotes and terms, not a reason to be vague.
Written by
Global Bridge Labs (GBL) is a UK–Sri Lanka partner for social media, websites and BPO. Everything here comes from client delivery, not theory.
