Terms and Conditions

Terms and Conditions

Last updated: June 24, 2026

Welcome to WP Supervision (the “Service,” “we,” “us,” or “our”), accessible at https://wpsupervision.com (the “Website”). These Terms and Conditions (“Terms”) govern your access to and use of our WordPress maintenance and support services. By purchasing a plan or using our Website, you (“Client,” “you,” your) agree to these Terms. If you do not agree, please do not use the Service.

1. Service Availability

Our services are intended for clients outside the European Union, the European Economic Area (EU/EEA), and the United Kingdom.

2. The Service & Plans

WP Supervision provides ongoing WordPress maintenance through three plans — Starter ($39/mo), Pro ($69/mo), and Premium ($179/mo). All plans include automated maintenance such as updates, backups, uptime monitoring, and (on Pro and Premium) security scanning and staging. Plans differ in backup frequency and retention, restore and response times, and the number of monthly support tickets included.

  • Safe Updates: a fresh backup is taken automatically immediately before any update, allowing an immediate rollback if an update causes a problem.
  • Sandbox Updates (Premium): updates are first applied and tested on a private staging copy, then pushed to the live site once confirmed working.

3. Support Tickets

Each plan includes a set number of support tickets per month: 2 (Starter), 6 (Pro), or 12 (Premium). A support ticket covers troubleshooting, CSS tweaks, and small tasks, with each ticket representing approximately 30 minutes of work or less:

  • Troubleshooting — diagnosing and fixing things that are broken on your existing site (errors, downtime, update conflicts, forms not sending, broken layouts, login issues).
  • CSS tweaks — small visual adjustments to existing elements (colors, fonts, spacing, alignment, hover effects, minor mobile-display fixes).
  • Small tasks — quick content or admin updates (text edits, image swaps, adding/removing a post or product, updating menus or contact details, installing an approved plugin).

One ticket equals one related task. A ticket may include a few small changes that are part of the same job (for example, changing a button’s color, padding, and font). Several unrelated items count as separate tickets, even when submitted together. Tickets are handled one at a time, in a queue, and unused tickets do not carry over to the following month. Work beyond these definitions — new pages, custom features, design work, content writing, SEO campaigns, large migrations, or any task exceeding approximately 30 minutes — falls outside the Service.

4. Business Hours & Service Levels

Business hours are 9 AM – 5 PM CT, Monday–Friday.

“Restore time” refers to how quickly we work to investigate, diagnose, and initiate a backup restoration to bring your site back online after a critical site-down emergency (rendering the site completely inaccessible). “Ticket response” refers to how quickly we reply to and begin working on a routine, non-emergency support request. Both are measured from when the request is received:

  • Restore Time (Emergency SLAs):
    • Starter ($39/mo): Within 12 business hours. Emergencies submitted outside of business hours are addressed as high priority on the following business morning.
    • Pro ($69/mo): Within 4 to 6 business hours. Emergencies submitted outside of business hours are addressed as high priority on the following business morning.
    • Premium ($179/mo): Within 2 business hours during standard business hours. Emergencies submitted after hours or over weekends are triaged on a Best-Effort basis within 12 hours of receipt.
  • Ticket response — Starter: 1 business day; Pro: 7 business hours; Premium: 4 business hours, including weekend coverage within the 8 AM – 8 PM CT window.
    • Starter ($39/mo): 1 to 2 business days.
    • Pro ($69/mo): Next business day (within 16 business hours).
    • Premium ($179/mo): Same business day (within 8 business hours) for tickets submitted before 1:00 PM CT; otherwise, next business day.

Outside business hours, the business-hours clock pauses and resumes at the next business morning. Starter and Pro responses are delivered during business hours only. These are target service levels rather than guarantees and may be affected by circumstances beyond our control (such as third-party hosting provider outages). When multiple requests are submitted together, they are handled in order, and the stated response time applies to one active request at a time.

5. Site-Type Requirements

Plans are designed for standard WordPress sites. Large-scale stores, complex multisite networks, and heavily customized platforms fall outside our maintenance scope — please contact us for a custom arrangement. WooCommerce, membership, and high-traffic websites require the Premium plan due to their complexity and higher support needs.

6. Third-Party Plugins, Themes & Hosting

Our responsibility is to keep your WordPress site running through updates, backups, and restoration. If a problem is caused by a third-party plugin or theme, we will identify the source and stabilize your site, then direct you to the relevant developer for any code-level fix. If a problem is caused by your hosting or server environment, we will diagnose it and provide details to pass to your hosting provider. Repairs to third-party code or hosting infrastructure fall outside our scope, and we are not liable for issues, downtime, data loss, or damages caused by third parties.

7. Client Responsibilities

  • Provide accurate account information and necessary access (such as WordPress admin credentials);
  • Maintain your own hosting account and any third-party licenses;
  • Use the Service lawfully and remain responsible for the content and legality of your website.

8. Billing, Cancellation & Refunds

  • Plans are billed monthly in advance, per website, through our payment processor, Paddle, which acts as the merchant of record. Subscriptions renew automatically each billing cycle until cancelled.
  • You may cancel anytime. Your plan remains active until the end of the current paid cycle, after which it will not renew. We do not provide partial or prorated refunds for unused time in the current cycle.
  • New clients may request a full refund within 7 days of their first payment, provided no support tickets have been used and no significant work has been performed. After this window, payments are non-refundable.
  • Prices may change with reasonable notice (changes will not affect your current paid cycle). Full details are set out in our Refund & Cancellation Policy, which forms part of these Terms.

9. Limitation of Liability

To the maximum extent permitted by law, WP Supervision shall not be liable for any indirect, incidental, special, or consequential damages, or for loss of data, revenue, or profits. Our total liability for any claim shall not exceed the amount you paid us in the one (1) month immediately preceding the event giving rise to the claim. The Service is provided “as is” and “as available,” without warranties of any kind.

10. Indemnification

You agree to indemnify and hold WP Supervision harmless from any claims, damages, or expenses arising from your use of the Service, your website content, or your breach of these Terms.

11. Termination by Us

We may suspend or terminate the Service if you breach these Terms, fail to pay, or use the Service unlawfully.

12. Changes to These Terms

We may update these Terms from time to time. Continued use of the Service after changes constitutes acceptance of the revised Terms.

13. Contact

For any questions regarding these Terms, please use the contact form on our Website at https://wpsupervision.com.