Scope of Services
These Terms apply to all support services, updates, modifications, troubleshooting, consultations, maintenance activities, and change requests relating to your website. Support services are provided on a time-based basis and are separate from website build projects, managed hosting services, maintenance agreements, and any other services unless otherwise agreed in writing.
Support services are provided on a best-efforts basis and do not include ongoing monitoring, maintenance, security management, content updates, search engine optimisation, accessibility compliance, legal compliance, data protection compliance, or any other services unless expressly 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, availability of third parties, or other factors. Some requests may take several days or longer 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, modifications, or changes to ensure it is operating to your satisfaction. Until we confirm that a task has been completed and you have had a 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, inaccurate, delayed, 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, planning, testing, implementation work, and related administrative activities. 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, unforeseen issues, third-party requirements, or additional work identified during the course of providing support services.
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, modify, configure, and make changes to your website and associated systems where required.
We are not liable for issues arising from third-party software, services, providers, hosting environments, or actions beyond our reasonable control.
Backups and Data Loss
While we may perform backups as part of our workflow, the Client remains solely responsible for maintaining adequate and current backups of all website content, databases, files, emails, and data.
The Website Shop shall not be liable for any loss, corruption, destruction, restoration costs, interruption, or damage arising from the loss of data, content, emails, databases, or website functionality.
No Warranty
Support services are provided on an “as is” and “reasonable endeavours” basis.
We do not warrant or guarantee that any issue will be resolved, that services will be uninterrupted or error-free, that any website will remain available at all times, or that any modification, update, recommendation, or change will achieve a particular outcome or result.
Security and Cyber Incidents
We do not guarantee the security of any website, server, plugin, theme, third-party service, software, hosting environment, or online platform.
The Website Shop shall not be liable for losses arising from hacking, malware, ransomware, cyberattacks, unauthorised access, security vulnerabilities, data breaches, denial-of-service attacks, or other malicious acts by third parties.
Acceptance of Work
The Client is responsible for reviewing all completed support work.
Unless the Client notifies us in writing of any concerns within fourteen (14) days of completion, the work shall be deemed accepted, approved, and completed to the Client’s satisfaction.
Reliance on Client Instructions
We may rely on instructions received from the Client or any person reasonably believed by us to be authorised to act on the Client’s behalf.
We shall not be responsible for losses arising from inaccurate, incomplete, misleading, conflicting, delayed, or unauthorised instructions provided to us.
Pre-Existing Issues
We are not responsible for defects, vulnerabilities, performance issues, coding errors, configuration issues, licensing issues, compatibility problems, or other faults that existed before our involvement or that arise from work performed by third parties.
Third-Party Software and Services
Websites commonly rely on third-party themes, plugins, APIs, hosting providers, payment gateways, software, and other services.
We make no warranty regarding the availability, compatibility, functionality, security, support, pricing, licensing, or continued operation of any third-party product or service and accept no liability for losses arising from them.
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.
Force Majeure
We shall not be liable for any delay, interruption, or failure to perform our obligations where such delay, interruption, or failure results from circumstances beyond our reasonable control, including but not limited to internet outages, hosting failures, cyber incidents, supplier failures, utility interruptions, labour disputes, natural disasters, acts of government, or other force majeure events.
Limitation of Liability
To the fullest extent permitted by law, our total aggregate liability arising out of or in connection with the support services, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall not exceed the total fees paid by the Client for the specific support services giving rise to the claim during the twelve (12) months preceding the event giving rise to the claim.
Exclusion of Business Losses
The Website Shop shall not be liable for any loss of profit, revenue, business, contracts, goodwill, reputation, anticipated savings, business interruption, loss of opportunity, or loss of data, whether direct or indirect.
Exclusion of Indirect and Consequential Loss
In no event shall The Website Shop be liable for any indirect, special, incidental, punitive, exemplary, consequential, or economic loss or damage arising out of or in connection with the support services.
Time Limit for Claims
Any claim arising from or relating to support services must be brought within twelve (12) months of the date on which the relevant services were performed. No claim may be brought after this period.
Indemnity
You agree to indemnify and hold The Website Shop harmless from any claims, losses, damages, liabilities, costs, expenses, regulatory penalties, legal fees, or other liabilities arising from content provided, instructions given, regulatory or data protection breaches, third-party software usage, website content, 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: June 2026
