1. Who you are contracting with
Web Support Services is a trading name of BOX4 DIGITAL GROUP LTD, registered in England and Wales, company number 17253991. Our registered office is Suite 114B, Business First, Davyfield Road, Blackburn, Lancashire BB1 2QY.
Our services are marketed to UK businesses and organisations. These terms, the relevant service description, the price and billing period shown when you buy, and any written scope we agree for project work together form the agreement for that service.
Nothing in these terms removes a statutory right or liability that cannot lawfully be excluded or restricted.
2. Prices, payments and recurring plans
Prices are the amounts shown on this website. Payments made through website payment links are processed by Stripe.
Where a service is sold monthly or annually, the price and billing period shown for that plan apply to the purchase. The current plan inclusions are set out on the pricing page. If a written proposal or service-specific agreement sets a different scope for a particular job, that agreed scope applies to that job.
Do not assume that work outside the published plan features is included simply because it concerns the same website. Additional work should be agreed before it starts so both sides have a clear record of scope.
3. Support plans and access
A support plan covers the features published for that plan. For example, Essential Care includes weekly core, plugin and theme updates, daily off-server backups, uptime monitoring, security scanning and hardening, a monthly health report and next-business-day email support. Professional and Premium Care add the further support and development allowances described on the pricing page.
To carry out technical work, we may need suitable access to the website, hosting account, DNS, domain provider or other systems relevant to the task. You are responsible for having authority to give us access to systems you ask us to work on. Access should be limited to what is reasonably needed for the service, and credentials should be changed or revoked when they are no longer required.
4. One-off services and published guarantees
Emergency Fix, £249: covers diagnosis and repair of one incident. The service has a response within 2 working hours and is offered on a no fix, no fee basis.
Website Speed Fix, £449: includes a performance audit, optimisation work and a before-and-after report. The published offer is measurable improvement or your money back. Performance must be compared on a like-for-like basis because Lighthouse and field data can vary with page content, device conditions, hosting and third-party scripts.
Hacked Site Rescue, £349: includes malware scanning and cleaning, backdoor checks, a Google blacklist removal request where relevant, security hardening and a 30-day re-infection guarantee.
Any guarantee applies to the service described and does not turn a technical service into a promise that unrelated future faults, third-party outages or new security incidents can never occur.
5. Technical dependencies, compliance work and liability
Websites depend on third-party systems such as hosting platforms, domain registries, DNS providers, plugins, themes, payment services, email services and external APIs. Work on one part of that chain can be affected by a change or failure elsewhere. Where a service depends on a third party, our obligation is to perform the agreed work with reasonable care and skill, not to control a system we do not operate.
Accessibility, security and SEO work is assessed against the stated scope and the standards or tests identified for that service. For accessibility work, a scan alone cannot establish full WCAG conformance because important criteria require human assessment. For SEO work, no search position should be treated as guaranteed because rankings are controlled by search engines and change for reasons outside a website supplier's control.
Nothing in these terms excludes or restricts liability where the law does not permit that exclusion or restriction. Any service-specific limit or allocation of risk must be set out clearly in the applicable written agreement.
6. Ending a service, changes and governing law
The cancellation, renewal or end date for a paid service is the one shown or agreed for that purchase. If those terms are not clear, ask us before buying rather than relying on an assumption about renewal or refunds.
We may update these website terms for future purchases when services, law or business processes change. A change published later does not rewrite a separate written agreement already made for completed work.
These terms are governed by the law of England and Wales. If a mandatory law gives a customer rights that cannot be displaced by this clause, those rights remain unaffected. Questions about these terms can be sent to info@websupportservices.co.uk or raised by phone on 0208 088 8371.