Legal information and policies that govern our services and your use of our website.
Last updated: March 2025
These WebCare™ Terms and Conditions ("WebCare Terms") apply to the WebCare™ retainer-based support and maintenance service ("WebCare") supplied by Wright Websites ("we", "us", "our") to you ("Client", "you", "your"). They apply in addition to our Business Terms and Conditions where applicable. By subscribing to WebCare you agree to these WebCare Terms. "WebCare" is our trade mark for this service.
WebCare is a retainer-based support service. You pay a fixed fee each month (or other billing period as agreed) in return for an allocated amount of development and support time ("Allocated Time") within that period. The service typically includes: updates, bug fixes, security patches, monitoring, and support within the scope of your plan. The exact inclusions and Allocated Time are set out in your order, quote or plan description.
Your Allocated Time is the amount of development/support time available to you in each billing period (e.g. per calendar month). Time is measured in agreed units (e.g. hours or parts of an hour) and is used when we perform work on your behalf (e.g. responding to support requests, implementing changes, carrying out maintenance). Any Allocated Time that you do not use within the relevant billing period will not roll over to the next period. Unused time lapses at the end of each billing period and cannot be carried forward, exchanged for cash or transferred to another client or period unless we expressly agree otherwise in writing.
You must submit support or development requests through the channel we specify (e.g. email, ticketing system, portal). We will use reasonable endeavours to respond and to complete work within your Allocated Time. Complex or out-of-scope work may require a separate quote and may be charged in addition to your retainer. We will keep you informed of time used where practicable so you can manage your allocation.
The WebCare retainer fee is due in advance for each billing period (e.g. monthly) as set out in your order. Payment terms are as per our Business Terms and Conditions. We may increase the retainer fee on reasonable notice (e.g. 30 days). If you do not accept the increase, you may cancel the WebCare subscription at the end of the current billing period. Failure to pay may result in suspension or termination of WebCare and of our other obligations under these WebCare Terms.
WebCare covers the scope described in your plan (e.g. specified site(s), types of work, response expectations). It does not include: new projects or features that fall outside the agreed scope; work required due to your misuse or third-party modifications; or work that we reasonably classify as a separate project. Such work may be quoted separately. We will clarify scope with you when a request is received if there is any doubt.
You may cancel your WebCare subscription by giving us the notice specified in your plan (typically 30 days) in writing, to take effect at the end of the current billing period. We may cancel or suspend WebCare in accordance with our Business Terms and Conditions (e.g. for non-payment or material breach). On cancellation, you remain liable for fees for the period up to the effective cancellation date. No refund is given for unused Allocated Time in the final period.
Our Business Terms and Conditions apply to WebCare so far as relevant, including provisions on confidentiality, data protection, limitation of liability and governing law. In the event of conflict between these WebCare Terms and the Business Terms and Conditions, these WebCare Terms shall prevail in respect of the WebCare service. For questions about WebCare or these WebCare Terms, please contact us using the details on our website.