Terms of Service

What this covers

These terms apply to the WordPress maintenance plans sold on this site — Starter at $39, Professional at $79 and Business at $149 a month — and to any one-off work quoted separately. Buying a plan means accepting them. They are written to match the plan pages rather than to sit above them: where a plan page states a figure, that figure is the term.

The service you are buying

Ongoing technical maintenance of a WordPress site you already own: core, plugin and theme updates, security hardening and scanning, off-site backups, uptime monitoring, performance work, and repair when something breaks. What each tier includes is set out on the plans page, and that table is the definition of scope.

Two things are explicitly outside every plan. Hosting — we are not a host, and we work on whatever stack you already have. New design and development — building something that does not yet exist is quoted before it starts, never absorbed into the monthly fee.

Response times

Support runs in business hours, with a contracted window by tier: 48 hours on Starter, 24 on Professional, 8 on Business. That window covers questions, edits and planned work.

A site that is down or actively compromised is answered at any hour, nights and weekends included, on every plan. Contracted restore times are four hours on Professional and two on Business. Monitoring, malware scanning and backups run continuously because they are automated.

Access, and what happens to it

We need an administrator account on the site and access to your hosting. We create our own account rather than using yours, hold it at the level the work requires, and remove it when you cancel.

You keep ownership of the site, its content, its database and its backups throughout. Nothing we do creates a claim over any of it.

Billing, cancellation and refunds

Plans are billed monthly in advance with no setup fee and no minimum term. Annual billing is available because it is cheaper, not to lock you in: cancel an annual plan and the unused months are refunded.

• Cancel any month, in one email, with no notice period and no exit fee.
• 30-day money-back guarantee on your first month.
• Every site after the first is 20% off, on any plan.
• Your backups are handed over when you leave.

Changing plan takes effect the next billing cycle. Moving up is prorated; moving down takes effect at renewal, so you are never charged twice for the same month.

Malware and hacked sites

Malware removal and hacked-site recovery are included from Professional. On Starter they are a one-time $199 charge, credited against your first month if you move up to Business, where recovery is unlimited.

Recovery covers the file cleanup, the database, the entry route and blacklist clearance. We treat the entry route as the deliverable — a cleanup that removes the payload and leaves the way in open has not worked, and reinfection through a route we closed is handled at no charge.

What we do not promise

No maintenance service can promise a site will never break or never be compromised. What is promised here is specific and checkable: updates tested on a staging copy before they reach the live site, backups taken off-site and restorable, monitoring that runs continuously, and the response windows above.

Where an update we apply breaks something, we roll back to the last good state and tell you what happened before your customers do. Where a third party — your host, a plugin author, a payment gateway, a certificate authority — causes an outage, we work it with you, but we do not control it.

Our liability for any claim is limited to the fees you paid us in the twelve months before it arose. We are not liable for lost revenue, lost data you asked us not to back up, or work performed by anyone else on the site.

Your side of it

Keep your own credentials secure and tell us promptly when something looks wrong — a compromise found on day one costs a fraction of one found on day thirty. Do not ask us to work on a site you do not have the right to change. Where you or another supplier makes a change we were not told about, we will still help, and the time may be quoted.

Changes to these terms

Prices and terms can change. An existing plan keeps its price and its terms for the duration of the billing period it is in, and any change is emailed to you before the period it applies to. Disagreeing with a change is grounds to cancel, and the 30-day-notice-free cancellation above is how.

Questions about anything here: info@wordpressmaintenanceservice.com.