The small print,
in plain English.

Terms of service

These terms cover the WordPress support, maintenance and hosting services SiteAim provides. By placing an order or using the services you accept them.

Who you are contracting with

SiteAim Limited is a company registered in England and Wales, company number 15843714, registered office 39 C/O SiteAim Limited, Jefferson Close, London, England, IG2 6RZ. Referred to below as we, us or SiteAim.

What we provide

What each plan covers is set out on the pricing page and in the comparison table on it. That table forms part of these terms. We may improve or change what a plan includes, but we will not reduce what an existing customer already pays for without telling them first.

Care plans cover one WordPress site each unless agreed otherwise. A one-off job covers the single piece of work described when it was ordered.

Paying for it

• Care plans are billed in advance, monthly or yearly, from the date you subscribe.
• Yearly plans are charged at ten months for twelve. If a yearly plan is cancelled part way through, the unused months are not refunded unless we have failed to provide the service.
• One-off jobs are charged once, up front.
• SiteAim is not VAT registered, so no VAT is added to what you see. Currency conversion is handled at checkout.
• If a payment fails we will try again and tell you. Work may pause while an account is in arrears.

Cancelling

There is no contract term and no notice period on a care plan. Cancel it and it stops at the end of the period you have already paid for. We do not refund part months.

If you leave, we will hand over what is yours: the site files, the database and any backups you ask for, at no charge.

If we cannot fix it

On a one-off job, if we cannot do what you came to us for, you pay nothing. That is the whole fee returned, not a portion of it. It does not apply where the work was completed as described, where the problem turns out to be something you asked us not to touch, or where we are prevented from finishing by something outside our control, including you not providing access.

What we need from you

• Access to the site, and to hosting or DNS where the work requires it.
• That you own the site, or are authorised by whoever does.
• That the content is lawful and does not infringe anyone else's rights.
• Licences for any paid themes or plugins on the site. We do not supply or pay for them unless we have agreed to.

We keep backups, and we take one before we make significant changes. Backups are a safety net rather than a guarantee, and you should keep your own copy of anything you could not bear to lose.

What we will not do

We will not work on anything unlawful, and we will not help with content that is fraudulent, infringing, or designed to deceive. We may decline or stop work where we believe that is the case, and we will tell you why.

Third party software and services

WordPress, its themes and plugins, and services such as payment gateways and CDNs are made by other people. We configure and maintain them, but we do not control them and we are not responsible for their own faults, outages or licence terms.

Liability

We do not limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

Otherwise, our total liability to you in any twelve month period is limited to what you paid us in that period. We are not liable for loss of profit, loss of business, loss of anticipated savings, or loss of data where you have not kept your own copy.

Suspension

We may suspend a service where an account is unpaid, where a site is being used unlawfully, or where a site is compromised and leaving it online would put others at risk. Where we can, we will warn you first.

Changes to these terms

We may change these terms. The date at the top of this page tells you when they last changed. If a change materially reduces what you get, we will tell existing customers before it takes effect.

Law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

Privacy policy

This explains what personal data SiteAim collects, why, and what you can do about it. SiteAim is the data controller. Ask us anything about it at support@siteaim.com.

What we collect, and why

• When you start an order. The site address you type, the description of what needs doing, and an email address and phone number if you choose to give them. We use these to prepare the work and, if you do not complete the order, to follow up about it. Our basis is our legitimate interest in responding to an enquiry you started.
• When you contact us. Your name, email, phone number if given, the site address and whatever you write. Used to answer you.
• When you become a customer. Billing details, contact details and service records, held in our client system. Used to provide the service and meet our accounting obligations. Our basis is performance of a contract, and legal obligation for the accounting records.
• When we work on your site. Credentials and access you give us, held only as long as the work needs and stored in a password manager rather than in email.
• Automatically. Server logs including IP address, browser and pages requested, kept for security and troubleshooting. Analytics, described below.

We do not buy personal data, and we do not sell or rent yours.

Cookies and analytics

We use Google Analytics and Google Tag Manager to understand how the site is used, and a live chat service so you can talk to us. These set cookies. You can refuse them through the cookie banner or your browser, and the site still works.

Who else sees it

Only the suppliers we need to run the service, each of whom processes it on our instructions:

• Our client and billing system, and our payment providers, who handle card details directly. We never see or store full card numbers.
• Our live chat provider, for the conversation you have with us.
• Google, for analytics.
• Our CDN and security suppliers, for traffic to sites we host.

We will also disclose data where the law requires it.

Where it is held

We run our own servers in London and in Dallas, so data about a site we host may be stored in the United Kingdom or the United States depending on where that site runs. Some of our suppliers are also based outside the UK. Where data leaves the UK we rely on the safeguards the law provides for those transfers.

How long we keep it

• Enquiries that do not become orders: up to 12 months, then deleted.
• Customer and billing records: 6 years after the account closes, which is what the accounting rules require.
• Access credentials: deleted when the work is finished or the account closes.
• Backups: 50 days of restore points, after which they are overwritten.
• Server logs: a rolling short period for security purposes.

Your rights

You can ask us for a copy of the data we hold about you, to correct it, to delete it, to restrict what we do with it, or to object to us using it. You can also ask for it in a portable form. Email support@siteaim.com and we will respond within a month.

If you are not happy with how we have handled it you can complain to the Information Commissioner's Office at ico.org.uk. We would rather you told us first so we can put it right.

Service level agreement

This sets out what we commit to on each plan. It applies to accounts in good standing and forms part of the terms above.

Response times

The response time is the longest you will wait for a reply from a person who can act on your request, not an automated acknowledgement. It runs from when your request reaches us, at any hour, including weekends and bank holidays.

A response is not the same as a resolution. How long a fix takes depends on what is wrong, and we will tell you what we have found and what we expect to do next.

Monitoring and backups

• Sites on a care plan are checked every minute for availability and for signs of compromise.
• A full backup runs every 24 hours, covering files, database and email, with 50 days of restore points. Hourly backups are available as an add-on and are included on Premium and Enterprise.
• We will run a restore whenever you ask for one, within the response time for your plan.

Requests included

Basic includes five requests a month. Pro, Premium and Enterprise include unlimited requests. A request is a discrete task. Large pieces of work, such as building a new site or a redesign, are quoted separately.

What is not covered

• Faults in third party services we do not control, including your host if you stay with your own, payment gateways, and email providers.
• Time we spend waiting for access, information or a decision from you.
• Work you have asked us not to do, or changes made to the site by somebody else that we were not told about.
• Events outside our reasonable control.

If we miss it

Tell us. If we miss a response time on a care plan and none of the exclusions above apply, ask and we will credit that month's fee for the affected site. Ask within 30 days of the incident, at support@siteaim.com.