Hosting/Site Access
To supply the WordPress care package for monitoring and updates, we need administrator-level access to your WordPress back-end and we need hosting access too in case you are looking to transfer hosting to us as well as if not so as we can go in and fix any hack or bug requiring deep cleaning outside of the WordPress file system.
If you do not know these details prior to signing up, don’t worry, we can figure out with you how to get details and enable access, just select the package you require and sign up, then we’ll be in touch.
If we provide hosting for your site, to ensure that security is maintained and risks minimised, we don’t provide any 3rd party access to the site unless previously agreed, however, please bear in mind that for any issue caused by any 3rd party which we need to repair due will be chargeable at £44 (+vat, if applicable) per hour but we will give detailed estimates if we feel this rectification would take longer than one hour.
Should logins change, it’s in your interest to update us immediately, (nobody likes a phone call at 4 am asking for server login details!).
We aim to get you up and running within 48 hours of signing up, however, for complex sites this may take longer due to having to do a deep audit first to ensure the site is totally free of issues.
You give consent for us to contact you (until requested not to do so by you) regarding the service, missing data, issues, updates and work that may require authorisation, or notification prior to being started.
One-Off Fixes
The service is supplied as a long term one, meant to be taken on an ongoing basis, however, if you are hacked and struggling to find someone to rectify it, we can fix it, but the cost will be a fixed fee of 4 months standard package fee, you can cancel at any time once fixed, but provided that we have access to the site, we will continue to do monitoring and updates as per the plan until the 4 months have passed. To get a one-off fix this, please email emergency@hostwp.co.uk and explain the issue, we’ll then be in touch to discuss. Provided a fix is done by us and the site is working, no refunds for any payment will be given.
Cancellation
If something happens and you need to terminate your care plan subscription, that’s fine, but any payment made for your current billing period are non-refundable.
We also reserve the right to terminate an agreement and service when:
- The scope of work exceeds the monthly time allotted (under ‘time included’ packages – coming soon) amount allowed by your subscription.
- The client is slow to respond. We classify this as more than 30 days waiting for content, a revision, payment, final sign off or general delays resulting in a halt in our production.
- We feel that the work we are being asked to do is unethical.
- Any kind of abuse of our staff.
- Repeating malware or hacking events happening after cleanups due to client staff lapses in security procedures/password security/complexity etc. or insecure 3rd party server setups that are not addressed.
Term and Termination
Your agreement is on a 30-day rolling term where both you and BoostWP can terminate the agreement if needed. We feel that a 30-day written notice to the other party is fair to manage this matter. If you do not pay us or obstruct our work in any way, we can choose to terminate the agreement at any time.
If you choose to terminate the contract before its completion, no refund for payments previously made will be given. You will also have to cover the costs for any unpaid work. If completion requires additional costs, you will have to cover them. Should you become insolvent BoostWP has the right to cease work and terminate the agreement at any time.
Liability Exclusion
You agree that BoostWP is not responsible for any damages or loss of revenue, opportunity and/or profits, as well as emails and/or attachments, social media such as but not limited to whatsapp/telegram etc. and phone calls, howsoever they may arise, whether under the monitoring and update plan, or whilst using our hosting service. BoostWP is also not liable for any damages incurred indirectly by any 3rd party related to the client or the client’s business, website, its content, operation of it by any party, whether used legally or illegally, and whether the site is live/operational or not, howsoever caused.
Payment Methods
We accept Credit Card payments via our payment processor Stripe, or for UK companies we also offer direct debit payment via our payment facilitator GoCardless, where you are covered by the direct debit guarantee.
Regardless of payment method used; You agree that you will contact us first to discuss any payment error or issue, and in any event, you will only reclaim payment amount errors where an incorrect amount has been charged, and not try to refund payments after cancellation whereby under the terms of this agreement the payment is still due for the duration of the 30 days notice period ahead.
Intellectual Property and Copyright
When invoices are paid in full for any work done, you then take full ownership and responsibility of all intellectual and copyright for the work delivered. We warrant that all images supplied by us will either be purchased and come with a licence to protect you, or be open source and free to use commercially. Any text supplied by us shall be original and unique (unless directional text such as ‘click here’ – ‘please complete the form’ etc.), however, we only warrant this at the time of supply and cannot be held liable if any 3rd party copyright owner changes their terms of supply at a later date.
Malicious Attack
Should a malicious attack on your site occur, our automated monitoring systems should pick it up quickly and alert us, however, if you do see anything out of the ordinary please log in to your account and create a support ticket, or email emergency@boostwp.co.uk and we will investigate.
Your WordPress care plan covers all work resulting from any malicious attack up to the maximum of two year’s value of your package in any one month, at current rates of £44 (+vat if applicable), after that, you would be charged a flat fee of £30 per hour (plus vat if applicable) if to complete the work, typical issues are fixed inside of 2-8 working hours, however, viruses, hackers and malicious code evolves so we cannot have an unlimited guarantee, however, we’ll always endeavour to rectify any situation quickly and fairly with a view to a long term relationship.
Client Responsibilities
You are responsible for any and all images, text, animation, video, layout or any other content provided to us, so it is your responsibility to ensure that this material does not infringe any copyright or laws. We will also let you know if the quality of the files provided to us is not of suitable quality, dimensions etc. to complete any work.
Compliance with legal, eCommerce and accessibility standards
It is the client’s sole and final responsibility to ensure that their website, its content, assets and operational functionality are compliant with trading regulations and laws in their country, as well as any country/countries that they serve, regardless of location, or enforcing organisation or government.
Quotation for additional services
We offer additional services via our parent company, www.Converted.co.uk such as PPC Management, SEO, Conversion Rate Optimisation, Full website design projects. All additional services will be under terms and conditions agreed separately, prior to supply.
SEO
We build and manage websites so that they are optimised to be spidered and indexed by search engines, however, we do not make any guarantees on ranking performance as this is affected by third parties such as Google, Bing, your competitors, the content on your site and the links to your site etc. We do not guarantee any ranking positions whatsoever, however, we can offer SEO packages via our parent company at www.Converted.co.uk.
That’s all the boring legal stuff, we are fair and look to work long term with users so if you have any query please let us know. If not, then tick the box and lets get your site protected ASAP 🙂
Thanks
The BoostWP Team