Terms of Service

1. Who we are

Safe Hands WP is a trade name of DigitalPro Holdings LLC, a Wyoming limited liability company ("Safe Hands WP", "we", "us"). These Terms of Service ("Terms") are an agreement between us and the business or person who signs up for our services ("you"). If you accept these Terms for a company, you confirm you have authority to bind it.

Our Privacy Policy, our Acceptable Use Policy, the plan and pricing shown when you sign up, and any written proposal or order we both accept are part of these Terms. If a signed proposal conflicts with these Terms, the proposal wins for that engagement.

2. Our services

Depending on your plan and add-ons, we provide some or all of the following for each WordPress site covered by your plan (a "Site"):

• Managed hosting on infrastructure we choose and operate.
• Backups before updates and on a regular schedule, stored off-site.
• Updates to WordPress core, plugins and themes, tested on the pages your plan includes, with roll back when an update breaks something.
• Security and uptime monitoring, and response to issues according to our service levels.
• A monthly allowance of edit hours for small changes, and the reports your plan includes.

The exact features of each plan are listed on our pricing page at the time you sign up. Work outside your plan, such as new designs, new features, custom development, content writing or fixing problems in code we did not write beyond reasonable effort, is not included and will be quoted separately before we start.

3. Your responsibilities

• Give us accurate contact and billing details and keep them up to date.
• Give us the access we need (WordPress admin, hosting, DNS or domain registrar when required) and tell us about changes you or others make to your Site.
• Own or have the right to use everything on your Site: text, images, plugins, themes and data.
• Follow our Acceptable Use Policy and the laws that apply to your business, including privacy, consumer, e-commerce and accessibility laws.
• Keep your own copy of important content and data. Our backups are a safety net, not your only copy.
• Not share your login credentials with us by insecure channels. We will tell you how to give us access safely.

You are responsible for your Site's content, your products and services, and your relationship with your own customers. We are not responsible for legal compliance of your business or your content.

4. Plans, fees and billing

• Prices are per Site, in US dollars, and do not include taxes. If taxes apply, they are added to your invoice.
• Monthly plans are billed in advance every month. Yearly plans are billed in advance for 12 months at the yearly price shown on our pricing page.
• We charge the card or payment method you keep on file through our payment processor (Stripe). We do not store full card numbers.
• If a payment fails, we will email you and retry. If an invoice stays unpaid 14 days after its due date, we may pause work on your Site, and after 30 days we may suspend the service under the section "Suspension and termination".
• We may change our prices with at least 30 days written notice. New prices apply from your next billing period after that notice. Yearly plans keep their price until renewal.

Add-ons and one-time services are billed as shown when you order them. One-time services are paid before we start, unless we agree otherwise in writing.

5. Edit hours and extra work

• Each plan includes a number of edit hours per month, tracked in 15-minute steps.
• Unused hours do not roll over to the next month and have no cash value.
• If a request will go over your remaining hours, we will tell you and ask before doing the extra work. Extra hours are billed at the rate on our pricing page (currently $75 per hour).
• Fixing a problem caused by one of our updates never uses your edit hours.

6. Term, cancellation and refunds

• Monthly plans renew every month until you cancel. Yearly plans renew for another year unless you cancel before the renewal date.
• You can cancel any plan with 30 days written notice by email to [email protected]. Service and billing continue until the end of that notice period.
• Fees already paid are not refundable, including partial months, unless the law requires a refund or we say otherwise in writing.
• If you cancel a yearly plan before the year ends, the yearly price stays as agreed and no partial refund is due, unless we agree otherwise in writing.

When the service ends, we will give you a complete backup of your Site (files and database) on request and help move it to your new host as described in the next section.

7. Hosting, backups and your content

You own your Site and its content. We do not claim any ownership of it. You give us permission to host, copy, back up, modify and display your Site only as needed to provide the services.

• We keep daily backups for the period stated in your plan (currently 30 days).
• After your service ends, we keep your Site and backups for 30 days so you can request a copy, and then delete them. Deleted data cannot be recovered.
• If you move away from our hosting, we will provide a full backup and reasonable help. A full migration to another host is a paid one-time service, unless your plan includes it.
• Your domain name stays registered to you. If we manage DNS for you, we will transfer that control back on request.

8. Third-party software and licenses

WordPress, plugins, themes, hosting providers, payment gateways and other tools on your Site are made by third parties. We do not control them and are not responsible for their bugs, security flaws, pricing changes or end of support. When a third-party update breaks something, we will roll back and work around it within reasonable effort.

If your plan includes premium plugin licenses, we provide them under our own agency licenses while your plan is active, as allowed by each vendor. Those licenses stay ours and end when your plan ends; you will need your own licenses to keep receiving updates afterwards.

9. Service levels

Our response times are listed in our service level table. They are first-response targets measured in business hours, Monday to Friday, US Central Time, excluding US federal holidays, unless your plan says otherwise.

We work hard to meet them, but they are targets, not guarantees. If we repeatedly miss a target in a month, tell us and we will review it with you and, where reasonable, credit part of that month's fee. Credits are the only remedy for missed service levels.

10. Access, security and confidentiality

• We only access your Site and accounts to provide the services you asked for.
• We keep your credentials in a password manager, limit them to the people who need them, and remove our access when the service ends.
• We keep your non-public business information confidential and only share it with our staff and contractors who need it, and who are bound by confidentiality duties.
• We use AI-assisted tools to help review updates, logs and reports. A person on our team reviews and approves every change. We do not send your customers' personal data to AI tools, and we do not allow your data to be used to train AI models.

11. Agencies and white-label services

If you are an agency using our services for your own clients, you are our customer and are responsible for your clients' use of the services, for collecting payment from them, and for making sure your agreements with them allow us to work on their sites. We will not contact your clients unless you ask us to or an emergency makes it necessary to prevent harm. Agency pricing and terms are set in a separate written proposal.

12. Intellectual property

We keep ownership of our own tools, processes, templates, scripts and know-how. Anything we create specifically for your Site and that you pay for, such as content edits or small custom code, belongs to you once paid. You give us permission to mention that you are a client only if you agree to it in writing.

13. Disclaimers

We provide the services with reasonable skill and care. Except as stated in these Terms, the services are provided "as is" and we do not promise that your Site will be uninterrupted, error-free or free of every security threat. No one can make a website 100% secure.

We follow the practices of recognized frameworks such as ITIL 4, ISO/IEC 20000-1, ISO/IEC 27001, SOC 2, PCI DSS and HIPAA to organize our work. We are not certified or audited under any of them, and our services do not make you compliant with any of them. If your business has to meet one of these standards, you remain responsible for meeting it.

14. Limitation of liability

To the extent the law allows, neither of us is liable to the other for indirect, incidental, special or consequential damages, or for lost profits, revenue, sales or data, even if warned they were possible.

To the extent the law allows, our total liability for any claim related to these Terms or the services is limited to the fees you paid us for the affected Site in the three months before the event that caused the claim.

These limits do not apply to your payment obligations, to either party's fraud or willful misconduct, or where the law does not allow them.

15. Indemnification

You agree to defend and compensate us for claims, damages and reasonable costs, including legal fees, that come from your Site's content, your products or services, your breach of these Terms or of the Acceptable Use Policy, or your violation of law or of someone else's rights.

16. Suspension and termination

We may suspend a Site immediately, without prior notice when necessary, if it is hacked and putting other sites or people at risk, violates our Acceptable Use Policy, receives a valid legal order, or creates a serious security or legal risk for us. We will tell you why and restore service as soon as the problem is fixed.

We may end the service with 30 days written notice for any reason, or with immediate effect if you seriously breach these Terms or do not pay after the 30 days described above. If we end the service without cause, we refund any prepaid fees for the period after it ends.

17. Changes to these terms

We may update these Terms. If a change is significant, we will email you at least 30 days before it applies. Continuing to use the services after that date means you accept the new Terms. If you do not agree, you can cancel before the change applies.

18. Governing law and disputes

These Terms are governed by the laws of the State of Wyoming, USA, without regard to its conflict-of-law rules. Before going to court, both of us agree to try in good faith to solve any dispute by talking for at least 30 days after one of us notifies the other in writing. If that fails, the dispute will be decided by the state or federal courts located in Wyoming, and both of us accept their jurisdiction.

19. General

• These Terms and the documents they reference are our entire agreement about the services.
• If a part of these Terms is found unenforceable, the rest stays in effect.
• Not enforcing a right right away does not waive it.
• You may not transfer these Terms without our written consent. We may transfer them as part of a merger, sale or reorganization, and will tell you.
• Neither of us is responsible for delays caused by events outside reasonable control, such as major outages of upstream providers, natural disasters or government actions.
• Notices to us go to [email protected]. Notices to you go to the email on your account.

20. Contact

DigitalPro Holdings LLC, doing business as Safe Hands WP
[Registered agent / mailing address in Wyoming]
Email: [email protected]