Terms of Service

Definitions

In these Terms of Service, the following terms have the meanings set out below:

Acceptance of Terms

By engaging DrWebFix — whether by submitting a contact form, signing up for a plan, making a payment, or otherwise instructing us to begin work — you confirm that you have read, understood, and agree to be bound by these Terms of Service in full.

If you are entering into this agreement on behalf of a company or other legal entity, you confirm that you have the authority to bind that entity to these terms. If you do not have such authority, or do not agree with these terms, you must not engage our services.

These Terms of Service apply to all clients and to all services provided by DrWebFix. They supersede any prior agreements, understandings, or representations between the parties unless otherwise expressly agreed in writing.

Our Services

DrWebFix provides professional website maintenance, security, performance optimisation, and migration services for WordPress and Shopify websites. The specific services included in each plan are described on our website at drwebfix.com and may include:

• WordPress and Shopify core, plugin, theme, and app updates
• Daily or periodic automated website backups with off-site encrypted storage
• Security scanning, malware detection, and firewall management
• Uptime monitoring and incident response
• Website performance and speed optimisation
• SSL certificate monitoring and renewal coordination
• Monthly website health reports
• Developer fix time (Pro Care and Agency plans)
• Website migration services (separately quoted)

The scope of services is determined by the plan selected by the client. DrWebFix reserves the right to modify, update, or discontinue specific service features with reasonable notice. Material changes to services included in an active plan will be communicated by email at least 14 days in advance.

Onboarding & Access

To deliver our services, DrWebFix requires appropriate access to your website and, where necessary, your hosting environment. By engaging our services, you agree to provide:

• WordPress websites: WordPress admin access (Administrator role), and where required, SFTP/FTP credentials and/or hosting control panel access
• Shopify websites: Shopify Staff account access with permissions appropriate to the services being performed
• Any additional access credentials reasonably required to perform the agreed services

All credentials provided to DrWebFix are stored in an encrypted credential vault with restricted access. Credentials are used exclusively for the purposes of service delivery and are not shared with any third party. All credentials are permanently deleted within 30 days of contract termination.

You warrant that you have full authority to grant the access you provide to DrWebFix, and that doing so does not breach any third-party agreement, including your hosting provider's terms of service.

Client Responsibilities

To enable DrWebFix to deliver services effectively, you agree to the following responsibilities:

• Accurate information: Provide accurate, current, and complete information about your website, hosting, and business requirements at onboarding and throughout the service relationship.
• Timely access: Provide or renew access credentials promptly when requested. Delays in providing access may delay service delivery, for which DrWebFix accepts no responsibility.
• Lawful content: Ensure that your website and its content comply with all applicable laws and regulations. DrWebFix does not take responsibility for the legality or accuracy of any content on your website.
• Notification of changes: Inform DrWebFix of any significant changes to your website, hosting environment, or third-party integrations that may affect service delivery, including platform migrations, hosting changes, or installation of new plugins or apps outside our service.
• Approval of staging changes: Where we present staging environment changes for your review, respond within a reasonable timeframe. DrWebFix will not hold changes indefinitely and reserves the right to apply staged changes after 7 days without client response.
• Backup integrity: While DrWebFix maintains backups as part of applicable plans, you accept responsibility for maintaining your own independent backups of any content that cannot be recovered from our backup storage.
• Authorised use: Use our services only for lawful purposes and in a manner consistent with these terms.

Fees & Payment

Our current plan fees are published on our website at drwebfix.com/pricing. All prices are stated in US dollars (USD) and are exclusive of any applicable taxes unless otherwise stated.

Payment is processed securely through Stripe. DrWebFix does not store card details directly. By providing payment details, you authorise DrWebFix to charge the applicable fees on the billing schedule described above.

Late payment: If payment fails and is not resolved within 7 days of notification, DrWebFix reserves the right to suspend services until payment is received. We will make reasonable attempts to contact you before suspending services.

Price changes: DrWebFix reserves the right to adjust pricing. Existing clients will receive at least 30 days' written notice of any price increase. Continued use of the service after the notice period constitutes acceptance of the new pricing.

Taxes: You are responsible for any applicable taxes, duties, or levies imposed by your local jurisdiction on the services you receive. DrWebFix will apply VAT where required by law.

Cancellation & Refunds

Monthly plans: You may cancel your subscription at any time by contacting us at hello@drwebfix.com. Cancellations must be received before your next billing date to avoid being charged for the following month. We do not pro-rate partial months.

30-day money-back guarantee: If you are not satisfied with our services within the first 30 days of your subscription, you may request a full refund. This guarantee applies to your first payment only and is available to new clients who have not previously held a DrWebFix subscription.

Migration projects: The 50% deposit paid on project commencement is non-refundable once work has begun. If DrWebFix is unable to complete the migration for reasons within our control, we will refund any amounts paid in excess of work completed.

Exceptional circumstances: Outside the 30-day guarantee window, refunds are at the discretion of DrWebFix and will be considered on a case-by-case basis. We will always aim to resolve concerns through service improvement before a refund is considered.

Service Levels & Response Times

DrWebFix commits to the following service level targets. These are targets, not contractual guarantees, unless explicitly stated in a separate written service level agreement (SLA).

Business hours are Monday to Friday, 09:00–18:00 GMT/BST, excluding UK public holidays. Emergency response for critical issues (site down, active security breach) is available outside business hours on Pro Care and Agency plans.

Response times begin from the point at which DrWebFix receives a clear, actionable support request with sufficient information to begin investigation. DrWebFix is not responsible for delays caused by incomplete information, unavailability of client contacts, or third-party issues outside our control (including hosting provider outages, Shopify platform issues, or WordPress.org plugin repository problems).

Intellectual Property

Your content: You retain full ownership of all content, code, data, and materials on your website. DrWebFix claims no intellectual property rights over your website content as a result of providing maintenance or migration services.

Our tools and processes: DrWebFix retains all intellectual property rights in our proprietary tools, processes, reports, templates, and methodologies. Nothing in this agreement transfers ownership of these to you.

Custom code: Where DrWebFix creates custom code, scripts, or theme modifications for your website as part of developer fix time or a project, ownership of that custom work transfers to you upon receipt of full payment. DrWebFix retains the right to use general coding knowledge and methodologies learned in the delivery of such work.

Monthly reports: The monthly maintenance reports we produce for you are for your use only and may not be reproduced or distributed without our consent, except for your own internal business purposes.

Confidentiality

Both parties agree to treat all Confidential Information received from the other party with the same degree of care as they apply to their own confidential information, and in any event no less than reasonable care.

DrWebFix obligations: We will not disclose your website credentials, business information, or any non-public information about your business to any third party without your prior written consent, except where required by law or as necessary to deliver the services (e.g. sharing credentials with a sub-contractor under confidentiality obligations).

Your obligations: You agree to keep confidential any proprietary information about DrWebFix's methods, pricing structures, internal processes, or technical approaches that are shared with you in the course of the service relationship.

Confidentiality obligations survive termination of this agreement for a period of three (3) years following the end of the service relationship.

Confidentiality obligations do not apply to information that: (a) is or becomes publicly known through no breach of this agreement; (b) was already known to the receiving party at the time of disclosure; (c) is independently developed without reference to the confidential information; or (d) is required to be disclosed by law, regulation, or court order.

Data Protection

Both parties agree to comply with all applicable data protection laws, including the UK GDPR, EU GDPR, and the Data Protection Act 2018, in relation to any personal data processed in connection with these services.

DrWebFix as Data Controller: In relation to personal data you provide to us (such as your name, email, and business details), DrWebFix acts as a data controller. Our Privacy Policy, available at drwebfix.com/privacy, sets out how we collect, use, and protect this data.

DrWebFix as Data Processor: In the course of performing maintenance or migration services, DrWebFix may process personal data stored on your website (such as customer data in WooCommerce or Shopify) on your behalf. In this capacity, DrWebFix acts as a data processor and you act as the data controller. DrWebFix agrees to:

• Process such data only on your documented instructions and as necessary to deliver the agreed services
• Implement appropriate technical and organisational security measures to protect the data
• Not transfer personal data outside the UK or EEA without appropriate safeguards in place
• Assist you in meeting your obligations under applicable data protection law, including responding to data subject requests
• Delete or return all personal data upon termination of services as instructed
• Notify you without undue delay if we become aware of a personal data breach involving your data

Where required by applicable law, the parties may execute a separate Data Processing Agreement (DPA). Please contact us at privacy@drwebfix.com to request a DPA.

Limitation of Liability & Warranties

Our commitment: DrWebFix will perform services with reasonable care and skill, in accordance with good industry practice and these terms. We take our responsibilities seriously and stand behind our work.

What we do not warrant: DrWebFix does not warrant that:

• Services will be uninterrupted or error-free at all times
• Updates applied will never cause compatibility issues (though we take all reasonable steps to prevent this)
• Security measures will prevent all possible breaches, attacks, or malware infections
• Backup restoration will always be 100% complete where data corruption preceded the backup

Excluded losses: DrWebFix shall not be liable for any indirect, consequential, special, incidental, or punitive losses, including but not limited to: loss of profits, loss of revenue, loss of business, loss of anticipated savings, loss of data beyond what is recoverable from our maintained backups, or loss of goodwill — even if advised of the possibility of such losses.

Exceptions: Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.

Force majeure: DrWebFix shall not be in breach of these terms or liable for delay or failure to perform obligations where such delay or failure results from events beyond our reasonable control, including but not limited to: hosting provider outages, platform-level failures (WordPress.org, Shopify), acts of God, government actions, or internet infrastructure failures.

Indemnification

You agree to indemnify, defend, and hold harmless DrWebFix and its team members from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with:

• Your breach of these Terms of Service
• Your website content or the content of any third-party materials on your website
• Your violation of any applicable law or regulation
• Your use of our services in a manner not authorised by these terms
• Any claim by a third party arising from your website or business operations

DrWebFix reserves the right to assume exclusive control of the defence of any matter subject to indemnification by you, in which case you agree to cooperate with our defence of that claim.

Termination

Termination by you: You may terminate your subscription at any time by providing written notice to info@drwebfix.com. Termination takes effect at the end of the current billing period. You will continue to have access to services until the end of the paid period.

Termination by DrWebFix: DrWebFix may terminate or suspend services immediately upon written notice if:

• You fail to pay any fees when due and do not remedy this within 7 days of written notice
• You materially breach these terms and either the breach is incapable of remedy, or you fail to remedy it within 14 days of written notice
• Your website is used for unlawful purposes or to distribute malware, spam, or illegal content
• You become insolvent, enter administration, or make an arrangement with creditors

Effect of termination: Upon termination for any reason:

• DrWebFix will cease performing services on the effective termination date
• All outstanding fees become immediately payable
• DrWebFix will remove access to your website and hosting environments
• Client credentials will be permanently deleted within 30 days
• You may request a final backup copy of your site data within 14 days of termination

Clauses relating to confidentiality, intellectual property, liability, indemnification, and governing law survive termination of this agreement.

Changes to These Terms

DrWebFix reserves the right to update or modify these Terms of Service from time to time. When we make material changes, we will:

• Update the "Last updated" date at the top of this page
• Notify active clients by email at least 14 days before the changes take effect
• Provide a clear summary of what has changed

Your continued use of DrWebFix services after the effective date of updated terms constitutes your acceptance of the revised terms. If you do not agree with the changes, you may terminate your subscription before the effective date without penalty.

For minor changes (such as clarifications, corrections, or additions that do not materially affect client rights), we may update the terms without direct notification, though the "Last updated" date will always be revised.

Governing Law & Dispute Resolution

Governing law: These Terms of Service and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales.

Jurisdiction: Both parties agree to submit to the exclusive jurisdiction of the courts of England and Wales to resolve any dispute or claim arising out of or in connection with these terms or the services.

Informal resolution first: Before initiating any formal legal proceedings, both parties agree to attempt to resolve any dispute informally by contacting the other party in writing and allowing 30 days for a good-faith response and attempt at resolution. We would always rather resolve a concern through conversation than litigation.

Consumer rights: If you are a consumer (an individual acting outside your trade, business, craft, or profession), nothing in these terms affects your statutory rights under applicable consumer protection law, including rights under the Consumer Rights Act 2015 (UK) or equivalent legislation.

Severability: If any provision of these terms is found to be unenforceable or invalid by a court of competent jurisdiction, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions of these terms shall remain in full force and effect.

Entire agreement: These Terms of Service, together with our Privacy Policy and any service-specific documentation, constitute the entire agreement between you and DrWebFix in relation to the services, and supersede all prior agreements, representations, and understandings.

If you have any questions about these Terms of Service, please contact us at info@drwebfix.com.