Care Plan Terms  & Conditions

Care Plan Payment Terms

Payment for the care plan is arranged as a recurring subscription, automatically charged monthly using the client’s provided credit card or bank deposit details, which are kept securely on file.

Immediate Tasks

Upon enrollment, a new username and password will be generated for Hatched Designs to access and work on your website. Additionally, two or more plugins will be installed to facilitate malware scanning and remote site monitoring, with scans commencing immediately. A complete backup of the website will also be performed.

The following services are included in the Care Plans:

• Daily-weekly backups ( depending on your plan level ), malware scans, database optimisation, and prompt updates to WordPress core and plugins as they become available. Reports are typically sent within the first 30 days.
• Emergency requests are given priority and I will handle this with every effort possible. 
• Assistance with technical enquiries, such as reviewing suspicious emails or addressing domain issues. Responses to queries are preferably provided via email.

Third-Party Login Protocol

 If you engage an external company to modify your website, please inform me promptly via phone or email. I will use this information to generate a unique username and password for their access. This precautionary measure is essential to prevent unauthorised alterations. Failure to notify me will result in automatic notification upon their login, followed by their removal from your site and a password change for security purposes. It is my responsibility to monitor access permissions to safeguard your website.

Instances of third-party logins include advanced SEO, Google AdWords, and special projects. Kindly note that any cleanup required after third-party involvement will incur charges at my hourly rate and will not be covered under the Care Plan.

Requesting site updates / asking technical questions

Please direct requests for updates and technical enquiries to support@hatcheddesigns.com.au. I commit to responding within 4 business hours, usually even sooner, to acknowledge receipt and provide an estimated completion time for your requested tasks. Text messages should be limited to emergencies, such as website downtime.

Please be aware that the following items are not covered by the care plan:

• Expenses related to annual or monthly premium theme or plugin costs
• Hosting or domain registration fees and renewals

Plugins can become abandoned, resulting in a lack of updates and potential security risks. In such cases, we will endeavour to find suitable replacements. If a replacement is a premium plugin, additional costs may apply, which will be discussed with you beforehand. 

Additionally, updates to WordPress core or themes may occasionally cause site issues. In such instances, we will investigate the cause and work to resolve the issue promptly.  

Termination of Services

Terminating care plan services requires 30 days written notice via email. For annual payments, a prorated refund will be provided starting after the 30-day notice period. Restarting the plan will incur the currently published pricing.