Scope of Services
These Terms apply to all support services, updates, modifications, troubleshooting, consultations, and change requests relating to your website. Support services are provided on a time-based basis and are separate from website build projects and managed hosting services unless otherwise agreed in writing.

Response Times
We endeavour to respond to support requests promptly. However, response and resolution times are not guaranteed and may vary depending on workload, complexity, required research, or involvement of third-party providers. Some requests may take several days to fully address. Requests marked as urgent will be prioritised at our discretion.

Client Responsibilities
We may require additional information from you in order to complete a support task. Delays in providing requested information may impact completion timeframes. You are responsible for reviewing your website following any updates or changes to ensure it is operating to your satisfaction. Until we confirm that a task has been completed and you have had reasonable opportunity to review the work, you should not assume it has been finalised. We are not responsible for losses arising from incomplete, pending, misunderstood, or unreviewed requests.

Billing and Charges
Support services are billed at our standard hourly rate based on the time reasonably required to complete the task. Billable time may include communication, emails, phone calls, meetings, research, investigation, troubleshooting, coordination with third parties, and implementation work. Time billed is not limited to implementation alone. We do not always provide cost estimates in advance. By requesting support services, you agree to pay fees based on the time reasonably required to complete the work. Where estimates are provided, they are indicative only and may vary depending on scope changes or unforeseen issues. All support fees are non-refundable once work has been carried out.

Third-Party Involvement
We may engage third-party providers where necessary to assist in delivering support services. By engaging our services, you authorise The Website Shop and its appointed agents to access and make changes to your website where required. We are not liable for issues arising from third-party software, services, or actions beyond our control.

Invoicing and Payment
Support services are billed on a twice-monthly basis. Billing periods typically run from the start of the calendar month to mid-month, and from mid-month to the end of the calendar month. If you have concerns regarding an invoice, you are encouraged to contact us and we will provide clarification of the work undertaken and time recorded. Failure to make payment may result in suspension of support services. Suspension does not relieve you of outstanding payment obligations.

Limitation of Liability
To the fullest extent permitted by law, our liability arising from support services shall not exceed the total support fees paid by you in the preceding 12 months. We are not liable for indirect, incidental, consequential, or economic losses, including loss of profits, revenue, business opportunity, or data.

Indemnity
You agree to indemnify and hold The Website Shop harmless from any claims, losses, damages, liabilities, or expenses arising from content provided, instructions given, regulatory or data protection breaches, third-party software usage, or breach of these Terms.

Governing Law and Jurisdiction
These Terms shall be governed by and construed in accordance with the laws of Ireland. The courts of Ireland shall have exclusive jurisdiction to settle any dispute arising in connection with these Terms.

Updated February 2026