Last update:September 16, 2023
With the aim of providing a transparent and clear service, this section contains the sales conditions and general information. If you have any questions or need further information, please contact us at the email address support@wordpress-maintenance-support.com. In this document, the term “Customer” refers to individual individuals or companies that have purchased a service offered by WordPress Maintenance and Support (WPMS).
ACCEPTANCE OF SALES CONDITIONS
By electronically submitting the confirmation of their purchase order, the Customer accepts and agrees to observe the present sales conditions in their dealings with WPMS.
The Customer acknowledges that WPMS is not bound by any sales conditions other than those indicated herein unless previously agreed upon in writing.
The Customer acknowledges that WPMS reserves the right to modify the sales conditions in the future. In such cases, these modifications will only be effective for purchase orders made by the Customer subsequent to their publication on the website. Therefore, WPMS encourages the Customer to review the latest version of the sales conditions before placing any purchase order and, if necessary, to print or save a copy on electronic media.
DESCRIPTION OF SERVICE
WPMS is an online service that provides email support to website administrators using the WordPress.org platform (hereinafter referred to as the “Service”) through a subscription plan. Access to the Service may be occasionally interrupted due to technical issues, maintenance activities, restoration, or other reasons beyond the control of WPMS. WPMS reserves the right to interrupt the Service at any time and without prior notice.
REGISTRATION
To use the service, it is necessary to create an account by providing a username, password, and other required information.
The provided information must be accurate and kept up to date.
The authentication process is part of normal security and authentication procedures, aiming to ensure the safety of customers and verify the genuine interest of the customer in registering or activating the service.
The registered user is responsible for safeguarding their access credentials and must keep them confidential, as these credentials serve as the sole means to identify the customer and authorize access to the service.
In case access credentials are lost, stolen, or misplaced, the customer must immediately notify WPMS, which will proceed to deactivate them.
Disclosing access credentials to the website and/or service may allow unauthorized third parties to gain access.
The customer is solely responsible for all activities arising from the use of their account.
The services of WPMS are available to both businesses and individuals.
PAYMENTS
Payment for the services must be made in advance, and in the case of subscriptions, it occurs recurrently and automatically, potentially including any additional fees.
During the subscription period, the customer will be periodically charged the corresponding amount for the subscribed subscription until revoked. If the customer revokes the subscription before the next renewal, they may continue to use the services until that date.
The customer is responsible for the timely payment of the Service offered by WPMS. Prices for the services may change at any time at the discretion of WPMS.
No refunds are provided in case of price reductions or promotional discounts. WPMS does not process or store customer payment method data (e.g., credit card numbers) used for purchases, as such data is managed by the respective payment service providers.
The actual payment occurs through the direct transfer of securely encrypted data to the payment gateway. Only after the transaction is completed, the payment service provider informs WPMS of the payment outcome.
WPMS reserves the right to apply limitations and exclusions to the payment methods that customers can use to pay for the Service for security reasons.
WPMS reserves the right not to accept orders if provided with non-genuine personal and/or payment data, if there have been past breaches towards WPMS, or if maximum spending thresholds are exceeded.
WPMS conducts necessary checks to implement the most suitable measures to counter illegal activities and reserves the right to take legal action against anyone committing online fraud.
RIGHT OF WITHDRAWAL
The consumer customer has the right to exercise their right of withdrawal within 14 days from the subscription of the contract, in the case of distance contracts or contracts concluded outside of commercial premises, in accordance with legal provisions.
To exercise the right of withdrawal, the consumer must contact the provider within 14 days from the subscription of the contract and communicate their intention to withdraw.
The provider will have an additional 14 days from the communication of withdrawal to proceed with the refund of the amounts due to the consumer.
Please note that the right of withdrawal can be exercised within 14 days from the conclusion of the contract and not for each subsequent individual renewal.
LIMITATION OF LIABILITY
WPMS disclaims any responsibility for direct and indirect damages of any nature suffered by the Customer, their partners, agents, employees, and collaborators in relation to the use of the provided Service.
WPMS cannot be held liable in any case for loss of profit, inability to use, or direct and indirect damages of any kind.
WPMS assumes no responsibility for the consequences arising from the improper use of information provided by the Customer. In particular, WPMS does not guarantee:
- The continuous operation of the website wordpress-maintenance-support.com without interruptions;
- The error-free operation of the website wordpress-maintenance-support.com.
Any technical malfunctions of the website wordpress-maintenance-support.com or temporary interruptions that may temporarily hinder the use of the website do not entitle the Customer to compensation.
The platform may contain links to third-party websites. WPMS assumes no responsibility for the accessibility and content of such resources and disclaims any liability for the consequences arising from the use of such content.
The Customer agrees that the only remedy for any alleged damage caused by WPMS’s Service is the cancellation of the subscribed service.
SUPPORT REQUESTS
Support requests (tickets) can be created through the ticketing system in the customer area of the WPMS website.
We do not provide support via phone, Skype, or other channels unless specifically indicated in the purchased service.
Each request (ticket) will be processed and resolved in the order it was received.
All tickets are subject to approval or rejection at the discretion of WPMS.
For requests outside the scope of the provided services, WPMS may provide alternative solutions or direct the customer to a partner.
WPMS provides support responses within 24 hours, from Monday to Friday, but cannot guarantee a specific resolution time for each ticket.
Monthly tickets included in support or maintenance plans are not cumulative.
TYPES OF REQUESTS
Support requests (tickets) should fall into the following categories:
- Issues with site interface (HTML, CSS, JavaScript).
- Styling changes to page elements (CSS).
- Content insertion and image editing.
- Creation of basic graphic elements (buttons, menus, newsletter forms).
- WordPress advice and support.
- WordPress usage (instructions on how to do something).
- Theme and plugin troubleshooting.
- Plugin installation and configuration.
- Site backup restoration (restore).
- Site performance optimization.
- SEO optimization advice.
Examples of requests that may be rejected:
- Theme change.
- Plugin customization.
- Theme customization.
- Marketing activities.
- SEO services.
If in doubt, open a ticket to inquire if the request can be accepted.
LICENSES
Some WPMS support plans include a package of premium plugins. The customer who subscribes to a plan in which premium plugins are included will be able to use them freely throughout the entire period in which the subscription is active. The interruption of a plan that includes these licenses, as well as switching to a plan that does not include them, will result in their deactivation. It’s important to note that disabling the licenses will restrict certain functions and may cause anomalies or malfunctions on the website.
If the customer uses other plugins, in order to successfully perform the periodic site update, they must keep the respective licenses active by paying the subscriptions to the respective providers.
SERVICE CANCELLATION
The service can be terminated at any time by both the customer and WPMS.
The relationship is based on mutual satisfaction.
WPMS adopts a “zero tolerance” policy towards aggressive communication, insults, or discrimination.
The service can be terminated through the customer area of the WPMS website.
No partial refunds are provided for services already paid for.
CHANGES TO THIS DOCUMENT
WPMS reserves the right to modify the terms and conditions at any time, informing customers via email.
The customer is responsible for reading and understanding the changes.
By continuing to use the service, the customer accepts the modifications made.
COLLECTION OF INFORMATION
WPMS collects information when accessing the offered services.
Such information is used solely to contact the customer and/or provide support or maintenance services for the website.
WPMS treats all provided information as strictly confidential.
This information may include:
- WordPress site login data, FTP server data, and hosting management panel data.
- Access data for services related to the website (e.g., Google Analytics, Mailchimp, ActiveCampaign).
- Data contained within the website (e.g., customer lists, paid products, ebooks).
- Data related to the nature of the customer’s business (e.g., traffic volumes, conversion rates, sales volumes).
This data may be transferred to servers managed by WPMS for operations such as backup.
Partial access to such information may be granted to collaborators and partners of WPMS solely to deliver the agreed-upon services.
For more information, please read our Privacy Policy.
CODE OF ETHICS
WPMS reserves the right to refrain from initiating or discontinuing business relationships with parties involved in illegal activities, particularly those related to arms trafficking, narcotics, money laundering, or terrorism.
Furthermore, we do not collaborate with companies that:
- Operate in the gambling or pornography industry.
- Promote content, products, or services through false, dishonest, or misleading claims (e.g., get-rich-quick schemes).
- Sell or promote the sale of counterfeit products.
- Promote the sale of products obtained from protected or endangered species.
- Incite hatred, discrimination, or violence.
- Promote any form of computer piracy or provide users with instructions or tools for unauthorized access to software, servers, or websites.
GENERAL PROVISIONS
If any provision included in these Terms of Use is found to be unenforceable, the other provisions will remain in full effect.
The subscribed service is subject to Swiss law. The jurisdiction to resolve any dispute arising out of or in connection with the contract and these Terms of Use shall be vested in the competent court based on the consumer’s place of residence or domicile, or, if different, exclusively in the court of Locarno.
These General Conditions, together with the different provisions indicated in the distance selling process, if applicable, constitute the entire contractual agreement between the customer and WPMS.
In the event of a conflict between the provisions of these General Conditions published in Italian and the corresponding text published in English, as well as in the event of a conflict between the Italian version and the English version, the Italian version shall prevail.
COPYRIGHT
The wordpress-maintenance-support.com website, its pages, technologies, platform, ideas, logos, trademarks, graphics, texts, audio/video files, and, in general, any other creativity related to the website and services are the exclusive property of WPMS.
They may not be reproduced, used, or represented by the customer, except in expressly permitted cases and within established limits. The customer is granted a non-transferable right to use the website and/or services for private and non-commercial use only.
CONTACTS
For any questions or comments regarding this document, you can send an email to support@wordpress-maintenance-support.com or contact us via mail at the following address:
LALU Solutions
Via ai Saleggi 11
6600 Locarno
Switzerland