Effective Date: 19th Sept 2024
Welcome to WebCare! By subscribing to our WordPress maintenance services, you agree to comply with the following terms and conditions. Please read them carefully.
1. Introduction
WebCare (“we,” “us,” or “our”) provides WordPress maintenance and support services based on a subscription model. By subscribing to our services, you (“client,” “subscriber,” or “customer”) agree to these Terms and Conditions, which govern your use of our services.
2. Services Provided
WebCare offers the following WordPress maintenance services as part of our subscription plans:
- Regular WordPress Core, Theme, and Plugin Updates
- Security Monitoring and Malware Scanning
- Backup Management (daily/weekly, depending on plan)
- Uptime Monitoring
- Performance Optimization
- Emergency Fixes and Support (within defined limits)
- Monthly Reports
- The scope of each service is detailed in your selected subscription plan. Some services may vary based on your plan level (e.g., Basic, Super, Advanced or Custom).
3. Subscription Plans and Payment
Plans: WebCare offers multiple subscription plans, each with varying features and service levels. You may upgrade or downgrade your plan at any time, subject to availability and current pricing.
Payment: Subscriptions are billed either monthly or annually, depending on the selected plan. Payment must be made in advance via the accepted payment methods.
Auto-Renewal: Subscriptions are automatically renewed at the end of each billing cycle unless cancelled by the client. By subscribing, you agree to allow WebCare to automatically charge your payment method for each renewal term.
Late Payments: If a payment fails or is delayed, WebCare reserves the right to suspend services until full payment is made.
Price Lock Guarantee: Should the price increase, you will continue to pay the initial price you signed on until you cancel or change plan. Cancellation and suspended subscription will void the current price lock, and you’ll need to resubscribe based on the current price. The price lock guarantee applies to base subscription fees only. Government taxes may change.
4. Customer Responsibilities
Access and Information: You must provide WebCare access to your WordPress website(s), including admin login credentials, hosting details, and any other necessary information to perform our services.
Backups: While WebCare provides backups as part of the maintenance service, it is your responsibility to retain copies of any critical data outside of our services.
Plugin & Theme License: If you use any premium plugins or themes, it is your responsibility to ensure that you continue to renew the plugins. If the plugins are outdated and unable to be updated, WebCare is not responsible for repairing errors and vulnerability issues caused by the outdated plugin.
Content and Compliance: You are responsible for ensuring that your website’s content complies with all applicable laws and regulations. WebCare is not responsible for any legal issues arising from your website’s content.
Suitability of Website to Subscription Plan: WebCare has provided information about the type of website suitable for each plan. Upon our initial assessment, should your website requires different plan, we shall advise the client to change to a more suitable plan. For any advise regarding which plan is suitable for your website, please book a 15-min call or chat with us via Live Chat.
5. Service Limitations
Response Times: WebCare aims to resolve support requests within 24-48 business hours. However, response times may vary depending on the nature of the issue and current workload.
Resolution: For critical errors, resolution time is approximately 4 hours, depending on complexity. For content updates, resolution time is approximately 2 working days (depending on workload).
| Example Scenario | Critical Level | Resolution time |
| Website unable to load | High | 4 hours |
| Error on website. (website loads with error) | Medium | 8 hours |
| Content update | Low | Within 2 working days depending on quantity & availability |
Excluded Services: WebCare’s subscription services do not include the following unless specified in a custom agreement:
- Major website redesigns or custom development
- Design advice and consultations
- Content creation or copywriting
- SEO services beyond performance optimization
- Third-party plugin or theme support beyond maintenance
- Support for outdated plugins and themes
- Adding custom function and features
- Website migration or hosting changes
- Image/Video editing and enhancements
- Build a new page with specific design / based on mockup design
These services may be offered separately and will incur additional charges.
Rights of Refusal: WebCare does not want to be associated with gambling, pornography, or illegal businesses. If your business falls into any of these categories during our initial assessment, you will receive a full refund, and no service will be rendered.
6. Cancellation and Refund Policy
Cancellation: You may cancel your subscription at any time by cancelling in your my-accounts, or notifying WebCare in writing. Cancellation requests must be made at least 7 days before the next billing cycle to avoid auto-renewal.
Refunds: Due to the nature of our service, there will be no full refunds. Partial refunds may be possible for yearly renewal.
7. Liability
Website Downtime: While WebCare provides uptime monitoring and proactive maintenance, we cannot guarantee that your website will be available 100% of the time. WebCare is not liable for business losses, lost data, or missed opportunities due to website downtime, server failures, or other unforeseen circumstances. This situation is incredibly rare, as we will have reliable backups. For maximum reliability, migrate to WebCare hosting.
Security Breaches: WebCare provides security monitoring and malware scanning but cannot guarantee that your website will be immune to hacking or other security breaches. WebCare is not liable for any data and financial losses due to such breaches.
Limitation of Liability: To the fullest extent permitted by law, WebCare’s liability is limited to the amount paid by the client for the maintenance service during the 12-month period preceding the event giving rise to the claim.
8. Changes to Terms
WebCare reserves the right to update or modify these Terms and Conditions at any time. Any changes will be communicated to subscribers via email or through our website. Continued use of our services after changes have been posted constitutes acceptance of the updated terms.
9. Contact & Help Information
If you have any questions regarding these Terms and Conditions, or any help with your website, please raise a ticket or email to [email protected].