What your plan covers
Website maintenance services are limited to the services expressly included in the Client's applicable maintenance plan or agreement. Any services, requests, or work outside that scope may require separate approval and fees.
Your plan covers what your plan says it covers. If you ask for something outside it, we'll quote it before doing the work — no surprise line items on your invoice.
Uptime, security & performance
We make reasonable efforts to maintain website functionality, performance, security, and availability. However, no guarantee is made that a website will be uninterrupted, error-free, completely secure, free from malware, or available at all times.
We work hard to keep your site up, fast and safe. But nobody can honestly promise a website will never go down or never be attacked — so we don't promise it either. Anyone who does is telling you what you want to hear.
Things outside our control
We are not responsible for issues, losses, delays, downtime, data loss, security incidents, or service interruptions resulting from circumstances outside our reasonable control. This includes hosting providers, domain registrars, third-party software, plugins, APIs, integrations, internet services, search engines, cyberattacks, unauthorized access, or actions taken by the Client or other third parties.
If your host has an outage, a plugin breaks after an update, or a third-party service gets breached — we'll help you sort it out, but we can't be held liable for someone else's system failing.
What maintenance doesn't include
Unless expressly included in writing, maintenance does not cover:
None of this is off the table — it's just not automatically part of a maintenance plan. Ask us and we'll quote it. Plenty of it we're happy to take on.
Your responsibilities
The Client is responsible for:
- The accuracy and legality of its content, products, services, claims, policies, and customer communications
- Its own business operations and the decisions made within them
- Maintaining appropriate access credentials and keeping them secure
- Keeping backups of business-critical information, unless otherwise agreed in writing
You own your content and the claims you make about your business. Keep your passwords safe, and keep your own copy of anything you couldn't afford to lose. We're careful, but two copies beats one every time.
No guaranteed business results
Website maintenance does not guarantee search rankings, traffic, leads, conversions, sales, revenue, compliance, or any particular business outcome.
A well-built, well-maintained website helps you get found and taken seriously. It isn't a guarantee of sales or rankings — those depend on your market, your pricing, your service and a dozen things neither of us controls.
Limitation of liability
To the maximum extent permitted by applicable law, we disclaim responsibility for indirect, incidental, special, consequential, exemplary, or punitive damages — including loss of revenue, profits, business opportunities, data, or goodwill — arising from or related to the website or maintenance services.
If something goes wrong with the site, we're not liable for knock-on losses like profit you feel you missed out on while it was being fixed.
Rights that can't be limited
Nothing in these terms excludes or limits liability that cannot legally be excluded or limited under applicable law.
Some protections you have by law can't be signed away — and this page doesn't try to.
Acceptance & changes
By purchasing or continuing website maintenance services — including by paying an invoice for those services — the Client acknowledges and agrees to these terms and the applicable maintenance plan.
We may update this page from time to time. The version in effect is the one published here on the date of your invoice, and the "last updated" date at the top of this page tells you when it last changed. If we make a material change, we'll say so rather than letting you find it.
Paying an invoice or staying on a plan means you've agreed to this page. Cancel any time — we'll take the site down and hand over your files.