Website Care Terms

Chapman Virtual website care. Plain-English terms. Version [1.0], from [date].

1. Who we are

This agreement is between your business ("you") and Sam Walter Chandler, a sole trader trading as Chapman Virtual, ABN 97 519 199 590 ("we" or "us"), of QLD 4564. Email: samy@chapmanvirtual.com. Samy personally oversees every site we look after. You accept this agreement when you sign below or make your first payment.

2. What's included

We look after existing WordPress websites. Prices are in Australian dollars.

Plan	Price a month	What's included
Basic	$89	Weekly updates, daily backups, online checks every few minutes, a security scan, a monthly report, and email support within 2 business days.
Standard (most popular)	$149	Everything in Basic, plus updates tested on a private copy first, a firewall, 30 minutes of small changes a month, a speed check, and support within 1 business day.
Plus	$229	Everything in Standard, plus 1.5 hours of small changes a month, a quarterly refresh of your photos, prices and services, and support the same business day.
Google Business Profile add-on	$109 a month, on top of any plan	4 posts a month, photo uploads, replies to reviews using wording you approve, an up-to-date service list, and a monthly calls and views report. You add us as a Manager on your profile.

• We take a backup before every update and check your key pages after.
• We only change your words, photos or design when you ask.
• Small changes are quick edits to existing content. Unused time does not carry over. Bigger jobs are quoted first and charged at $95 an hour, or $85 an hour if you are on a monthly plan, only with your yes.
• Business days are Monday to Friday, 9am to 5pm Queensland time (AEST), not public holidays in Queensland. Reply times are targets, not guarantees. There is no 24-hour phone line.
• Google runs Google Business Profile, so we cannot promise calls, views or rankings. We only reply to genuine reviews.

3. What's not included

• New websites, redesigns or new pages.
• Writing new content (small edits are fine).
• New features, new plugins or online shop set-up.
• Faults caused by your host, plugins or themes we didn't add, or changes made by others.
• Fixing a site that was hacked or broken before you joined. A one-off fix is quoted before we start, at the hourly rate above, with a 1 hour minimum.
• Hosting, domain, email or licence costs, SEO campaigns, ads, legal advice, or sites not built with WordPress.

4. Your part

• Give us a WordPress admin login (ideally a new user for us) and access to your hosting, or your host's details.
• Keep your hosting, domain and any paid plugin or theme licences paid and renewed.
• Make sure your site's content is accurate, lawful and yours to use, and that your site has its own privacy policy.
• Tell us before anyone else changes the site or you move host.
• Reply to our questions in good time. If we can't get access or answers, we can't do the work.

5. Backups and restores

We take daily backups, stored away from your host. If something breaks, we restore your site as part of your plan. A restore takes your site back to the time of the backup, so later changes or form entries may be lost. If a fix needs more than a restore, we quote first. No backup, firewall or scan can make a site 100% safe, and your host controls how much your site is online.

6. Price and payment

• GST: we are not registered for GST, so our prices have no GST added and our invoices are not tax invoices. If we register (registration is required once turnover reaches $75,000 a year), we will give you at least 30 days' notice before adding GST.
• You pay monthly in advance on the 1st of each month. Payment is by direct debit through Stripe (you sign a Stripe direct debit authority online when you sign up), or by a recurring scheduled bank transfer you set up for the 1st to Sam Chandler, NAB, BSB 084-801, account number 77-602-4229. Use your invoice number as the reference on any transfer. Our invoices show our ABN.
• If a direct debit fails, Stripe charges a failed payment fee of $2.50. That fee is passed on to you.
• If you start part way through a month, your first payment covers the rest of that month, charged per day.
• No refunds for part months, except where the law requires one.

7. Late payment

If a payment is 7 days late, we may pause your service after telling you in writing. Fees still apply while paused. If it is 30 days late, we may end the agreement. We may charge interest on overdue amounts at 10% a year, and the reasonable costs of recovering the debt.

8. Changes to prices or terms

We give you at least 30 days' notice by email. If you don't accept a change, tell us within 14 days and you can cancel. We will keep your old price and terms until your service ends.

9. Cancelling

There is no fixed term and no exit fee. Either of us can cancel in writing (email is fine) with one full calendar month's notice. Your service runs to the end of the month after the month you tell us, and you pay for that month as normal. The add-on can be cancelled on its own in the same way.

Example: You pay on 1 March. You cancel on 13 March. You still pay on 1 April. Your service ends on 30 April. Nothing is due on 1 May.

We may end the agreement straight away if you seriously break it or are abusive. When it ends, we remove our tools and, if fees are paid, send you your latest backup if you ask. We delete our copies within 30 days.

10. Your rights and our liability

Our services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Nothing in this agreement excludes, restricts or changes those rights.

Where the law allows (including under section 64A of the ACL), if we fail to meet a consumer guarantee, our liability is limited to supplying the services again or paying the cost of having them supplied again.

For anything else, and to the extent the law allows, our total liability is limited to the fees you paid us in the 3 months before the problem. We are not liable for lost profit, lost work or enquiries, or problems caused by your host, Google, third-party plugins, or changes made by others.

11. Privacy

We only use personal information on your website to look after your site and as you instruct, in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. We keep it confidential and secure, and use reputable service providers with proper safeguards in place. We will tell you promptly about any data breach, help you respond to requests about personal information, and delete your data within 30 days of the service ending.

12. Law

This agreement is governed by the law of Queensland, Australia. The courts of Queensland deal with any dispute.