Business IT / Website Care Terms

Website Care Terms

Last updated: 24 September 2026

These terms explain the standard operating rules for Solo Website Care, Small Business Website Care and related website maintenance. They sit alongside your written quote, the Business Project Service Terms, our Privacy Policy, our Payments, Warranties and Consumer Rights terms, and rights that cannot be excluded under Australian law.

1. What you are buying

The upfront website build and the ongoing Website Care subscription are separate parts of the service. Your accepted quote, order or project approval records the package, page allowance, agreed functions, content responsibilities, launch assumptions, price and any special inclusions. Website Care is not an unlimited design, development, marketing, SEO, cybersecurity, helpdesk or emergency-response service.

2. Standard package scope

Unless a written quote says otherwise, Solo Website Care is intended for a small WordPress website of up to 3 core pages and includes up to 1 hour of minor customer-requested website changes per monthly billing period. Small Business Website Care is intended for a WordPress website of up to 5 core pages and includes up to 2 hours of minor customer-requested website changes per monthly billing period.

Standard Website Care builds are based on WordPress and an approved, well-supported free WordPress theme selected by Your IT and Tech Mates for the agreed requirements. We may also use ordinary free or customer-licensed plugins that we consider reasonably suitable. The standard package does not include a premium theme, paid plugin, custom theme, custom plugin, bespoke design system or substantial custom coding unless the accepted written quote expressly includes it.

Design and layout changes are provided within the reasonable capabilities of the selected WordPress theme, WordPress editor and approved components. A request for a specific premium theme, a pixel-for-pixel copy of another website, unusual animation, custom templates, advanced filtering, bespoke functionality or a material change to the agreed design can require a separate quote.

Where we provide an Approved Free WordPress Theme Gallery, a customer selection is a preferred starting style rather than a promise to reproduce the theme demo exactly. Demo sites can contain example content, starter templates, plugins, stock media or paid features that are not part of the standard package. We check the selected theme again for current support, compatibility and suitability before confirming the build. We may update the approved theme catalogue over time or recommend another approved free theme if the selected theme becomes unsupported, insecure, materially incompatible or unsuitable for the agreed scope. Changing theme after design or build work has started can require additional work and a separate quote.

Page counts refer to core website pages in the agreed build. Blog posts, product catalogues, landing-page campaigns, large service-location libraries, complex legal pages, multilingual variants and other repeated or specialised content may be treated separately unless expressly included. Migration, cleanup or recreation of an existing website is not included merely because the customer already has a website; it must be stated in the accepted scope.

3. Monthly change allowance

The monthly allowance is a labour allowance, not a promise that a particular number of edits, pages or outcomes can be completed. Time may include reasonable review of the request, implementation, testing, deployment and directly related administration needed to complete the requested change safely. Routine Website Care maintenance described in section 5 does not normally reduce this customer-requested change allowance.

If a request will use more time than remains in the allowance, we may stop at a sensible point and ask for approval to continue as additional work, or schedule the remaining work for a later billing period if we agree that approach. The allowance is not intended to be combined across months to fund a redesign, rebuild or larger project.

Included change time resets at the end of each billing period. Unused time does not roll over, accumulate, convert to cash, create a credit, offset future invoices or transfer to another customer or service.

4. What counts as a minor website change

Minor changes can include supplied text or image updates, opening hours, contact details, buttons, testimonials, small layout adjustments within an existing template, edits to an existing service section and straightforward form-field changes. A request is not automatically minor merely because it can be described briefly.

Work is outside the standard monthly allowance when it reasonably requires substantial design, discovery, copywriting, new templates, major page creation, custom development, database work, ecommerce, membership features, booking systems, CRM or API integration, complex forms, migrations, accessibility remediation, malware recovery, search-engine campaigns, advertising, photography, branding, custom graphics, AI development, automation or another material change in technical risk or project scope.

5. Routine Website Care

Routine care may include reasonable WordPress core, approved-theme and approved-plugin updates; basic website health checks; backup checks; basic security checks; and ordinary form or availability checks. The exact maintenance tasks can vary by the website, hosting environment, supported components and risks known at the time.

Routine care is a reasonable maintenance service, not continuous human monitoring. Unless specifically quoted, it does not include 24/7 monitoring, a guaranteed response time, penetration testing, forensic investigation, compliance certification, continuous content review or a guarantee that every update will be installed immediately.

Routine care does not make Your IT and Tech Mates the customer's webmaster for every business, marketing or compliance task. Content strategy, ongoing copywriting, campaign management, product or catalogue administration, frequent publishing, staff training, social media and unrelated Business IT work remain outside the package unless expressly included.

6. Updates, compatibility and rollback

WordPress, plugins, themes, browsers, hosting software, APIs and third-party services change independently. An update can expose an existing incompatibility or cause a function to behave differently. We may reasonably defer, stage, test, roll back or replace an update where immediate installation would create avoidable risk. Where a supported component becomes obsolete, unsupported, insecure or incompatible, replacement or redevelopment may require a separate quote.

Unless a quote says otherwise, testing is based on reasonable checks using current mainstream browsers and common responsive layouts. We do not promise identical appearance or behaviour on every historical browser, device, screen size, accessibility tool or third-party embedded service.

Time required to correct an error directly caused by our Website Care work is not deducted from the monthly change allowance. This does not include failures caused by third parties, customer changes, unsupported software, compromised credentials, malware, expired licences, hosting faults or pre-existing defects unless we are otherwise responsible under applicable law.

7. Hosting, domains, licences and third-party services

Domain registration, hosting, premium themes, paid plugins, email services, payment processing, AI or API usage, SMS, CRM, booking platforms, stock media and other third-party subscriptions or transaction charges are separate unless expressly included in the accepted quote. Third-party providers control their own pricing, uptime, policies, product changes, account verification, resource limits and discontinuation decisions.

If a third-party licence or service is required to keep an agreed feature working, the customer must keep that service appropriately licensed and paid unless we have expressly agreed to supply it. We may pause work that depends on an expired, inaccessible or unsupported third-party service until it is restored or an alternative is approved.

We may decline to support a hosting environment, plugin, theme or service that is insecure, obsolete, unlicensed, materially incompatible or outside the technical basis of the package. Migration, replacement or remediation can require a separate quote. Website Care does not include unlimited hosting, bandwidth, storage, email, traffic capacity or third-party service usage unless the accepted quote expressly says so.

8. Customer ownership, our tools and licences

Where reasonably practical, the customer owns and controls the domain registration, website account, hosting account and key business accounts. Customer-supplied content remains the customer's or its licensor's property. On cancellation, the customer keeps the website and customer-owned accounts, subject to third-party licence terms and amounts lawfully owing.

We retain ownership of our pre-existing know-how, reusable code, templates, internal tooling, methods, libraries and other materials that were not created exclusively for the customer. Where any of those materials are used in the website, the customer receives the rights reasonably needed to use the delivered website for its business, subject to any third-party licence conditions stated in the quote or software licence.

9. Customer content, instructions and legal responsibility

The customer is responsible for the accuracy, legality and authority to use content it supplies or instructs us to publish, including business claims, prices, offers, testimonials, photographs, logos, trademarks, health or professional claims, privacy notices and regulated-industry information. We may refuse or pause a publication request that appears unlawful, deceptive, unsafe, infringing or outside the agreed service.

Unless expressly included, we do not provide legal, accounting, medical, regulatory or industry-compliance advice and do not draft customer legal notices as a substitute for professional advice.

10. Accessibility, privacy, cookies and regulatory compliance

Unless expressly quoted, a standard Website Care package does not include a formal accessibility audit, legal compliance audit, privacy impact assessment, cookie-consent implementation for every jurisdiction, regulated-industry certification or guarantee of compliance with a particular external standard. We can implement agreed technical changes, but the customer remains responsible for identifying legal or industry requirements that apply to its business and website.

If the website collects personal information, the customer is responsible for having an appropriate lawful basis, notices and business processes for that collection. Where we handle personal information as part of Website Care, we do so under our Privacy Policy and the agreed service scope.

11. Search visibility, traffic and business results

We may apply reasonable technical and on-page search practices within the agreed scope, but search engines, AI answer engines, directories, advertising platforms and social platforms independently control indexing, ranking, presentation and eligibility. We do not guarantee indexing by a particular date, a particular ranking, traffic level, enquiry volume, sales result, featured snippet, AI citation or inclusion in any search or AI-generated answer.

12. Security, backups and incidents

Website Care can reduce routine maintenance risk but cannot make a website immune from hacking, credential theft, malware, data loss, software vulnerabilities, denial-of-service attacks or third-party outages. Backups are one recovery control and are not a guarantee that every version or item can be restored in every incident. Unless expressly agreed otherwise, Website Care backups are operational recovery aids rather than a permanent archive or records-retention service, and the customer should keep separate copies of business-critical content and records where appropriate.

Security incident response, malware removal, forensic work, emergency recovery, rebuilding a compromised website or restoring large amounts of data can be outside the standard package and separately quoted unless the issue was directly caused by our failure to provide the agreed service with due care and skill or another non-excludable obligation applies.

13. Access and customer responsibilities

The customer must provide and maintain the access, approvals, content and information reasonably required for us to perform Website Care. The customer should use secure credential-sharing methods we specify where available and must not send banking passwords, card PINs or one-time banking approval codes. The customer must tell us promptly about material changes made by another developer, host, administrator or automated tool that may affect the website.

The customer may retain administrator access to its own website, but changes made by the customer or another provider can affect compatibility, security or the time needed for future work. Investigation or remediation of problems caused by unapproved or third-party changes may be additional work unless we are otherwise responsible under applicable law.

We are not responsible for delay caused by missing access, delayed customer approvals, unavailable content, third-party outages or other dependencies outside our reasonable control. We will communicate material scope or timing changes where practicable.

14. Existing websites and inherited problems

An existing website is accepted into Website Care only after a suitability review. Acceptance does not mean we certify that the website is free from defects, malware, licensing problems, privacy issues, accessibility issues, unsupported code, hidden customisations or historic configuration problems. A suitability review is not a forensic, legal, accessibility or security audit unless separately quoted.

We may require separately quoted cleanup, migration, licence correction, hosting changes, security work or redevelopment before or during care if a material inherited issue is found. If an inherited issue makes continued maintenance unsafe or impractical, we may pause the affected work while options and costs are discussed.

15. Turnaround, priority and urgent requests

Routine requests are reviewed during normal business hours. Straightforward minor changes are generally targeted within about 3–5 business days, depending on complexity, access, approvals and workload. This is a service target rather than a guaranteed completion time unless the accepted quote expressly creates a binding service level.

Urgent work, outages, security incidents, after-hours work and accelerated delivery may require separate approval, availability and pricing. Website Care membership does not create a 24/7 emergency support obligation.

16. Additional work, approvals and member pricing

We will not intentionally perform material out-of-scope paid work without the applicable approval. If a request exceeds the remaining monthly allowance or the standard package scope, we may offer an additional hourly basis, fixed price or separate project quote. A larger request may be split into stages.

Active Website Care customers may receive preferred pricing on eligible additional website, automation or digital project labour where stated. Any discount applies only to eligible labour, can be subject to a stated cap, and does not automatically apply to third-party costs, subscriptions, licences, hardware, advertising spend, already-discounted work or work for which a different quoted basis is agreed.

17. AI chatbots, automation and custom digital work

AI chatbots, workflow automation, integrations and custom functionality are separate services unless expressly included. They may depend on third-party AI models, APIs, data sources and platform rules. AI-generated output can be incomplete, inaccurate or unsuitable and must not be treated as a guaranteed factual, legal, medical, financial or professional decision.

The customer is responsible for approving the intended use, source content, public claims, escalation process and any business rules that the chatbot or automation will use. Unless expressly agreed otherwise, custom AI or automation work does not include unlimited prompt tuning, unlimited integrations, model fees, human review of every conversation or a guarantee that an external AI provider will continue a feature or model.

18. Our delivery team, contractors and specialist assistance

Your IT and Tech Mates may use team members and authorised contractors located in Australia and Vietnam, as well as specialist service providers, to help deliver development, testing, maintenance, hosting, monitoring, security or platform support. Access is limited to what is reasonably needed for the assigned work and is subject to our service, confidentiality, security and privacy controls as applicable.

We remain responsible for our own contractual obligations. Personal information is handled in accordance with our Privacy Policy, including applicable requirements for overseas access or disclosure. Third-party cloud, software and AI providers may also process information in other countries as described in the Privacy Policy and their applicable service terms.

19. Fees, payment, suspension and cancellation

Website Care fees are billed on the basis stated in the accepted quote or invoice. Unless the quote says otherwise, ongoing Website Care is month-to-month after launch and can be cancelled with 30 days' notice. Unused included change time is not refunded or carried forward merely because the service is cancelled, subject always to rights that cannot be excluded by law.

If an undisputed invoice is materially overdue, required access is withdrawn, continuing work would create a material security risk, or a customer asks us to perform unlawful or unsafe work, we may reasonably pause affected services after giving notice where practicable. We will not use suspension to avoid a statutory remedy or an obligation that cannot lawfully be excluded.

When Website Care ends, ongoing monitoring, maintenance, monthly change time and member pricing stop. We may remove our service accounts or administrator access where reasonably appropriate. The customer is responsible for arranging future maintenance and renewals after the service ends.

20. Liability, consumer guarantees and fair terms

Our services come with rights and guarantees that cannot be excluded under the Australian Consumer Law where that law applies. Nothing in these terms excludes, restricts or modifies a guarantee, remedy, liability or other right that cannot lawfully be excluded, restricted or modified.

To the extent the law permits a particular liability to be limited, any limitation is applied only to the extent it is lawful and reasonable in the circumstances. We do not rely on these terms to exclude responsibility for our own fraud, wilful misconduct or liability that the law says cannot be excluded.

These terms are intended to operate fairly, including for standard-form small-business contracts. A term that would be prohibited or unenforceable under applicable law is to be read down or not applied to the extent required by law without unnecessarily affecting the remaining terms.

21. Changes to these terms

We may update these Website Care Terms for future services when our packages, technology or legal obligations change. A later website update does not retrospectively change an already accepted fixed project scope or remove accrued rights. Where an ongoing Website Care change materially affects price or service scope, we will provide the notice required by the agreement and applicable law before the change applies.

22. Questions, complaints and scope checks

If a request is unclear or likely to exceed the package, we will clarify the scope before treating it as approved additional work. For a new website request, use QuoteMe. For an existing service or complaint, use My Tech Help. For privacy or legal enquiries, email [email protected].