Terms

These terms cover the free website check and the services provided by Sundrell Web Care, a service of Sundrell. Sundrell is the trading name of Thomas Richard Roger, Entrepreneur individuel (EI), micro-entreprise, registered in France (SIRET 13250798900011). Full details are on our legal notice page.

Our services are for businesses. By asking for a quote or subscribing, you confirm you're acting for a business. Nothing in these terms limits rights you have under laws that can't be excluded by contract.

The free website check

• The check looks only at publicly available pages, the way a visitor's browser would. It doesn't log in, submit forms, test for vulnerabilities or change anything.
• Please only check websites you own, manage, or have a legitimate reason to look at.
• The report is an automatic snapshot of what our check could see at that moment. It isn't a full security audit, it can be wrong, and it may miss problems, especially on sites that block automatic checks. Some results are signs that need a closer look rather than confirmed problems; the report says which.
• Shared report links are unlisted: they aren't published or indexed by search engines, and they're deleted after 30 days. They aren't password-protected, so anyone who has the link can open the report until then.
• Don't use the check to send large numbers of requests or to interfere with other websites. We may block use that looks like abuse.

Quotes and repairs

Before any work

• We agree the scope, the price and what's excluded with you in writing (email is fine) before any work starts. Nothing paid starts without your written OK.
• You confirm that you own the website or are authorized to have work done on it. You give us a separate login of our own; we never ask for your own password. We remove our access when the job is finished, unless you're on a care plan.
• Timings start once we have working access and you've confirmed the scope.

What each pack covers

• Quick fix ($199): up to three small fixes from this list, each taking up to 30 minutes: making a phone number tappable, the Google title and description, an out-of-date footer or tagline, redirecting visitors to the secure address. Usually done within one business day. Not included: theme changes, plugin conflicts, server work beyond the redirect.
• Tune-up ($399): the fixed price applies once our review of your site confirms it's suitable. It covers a full switch to HTTPS (when your host provides a free security certificate, as most do; if your host charges for one or requires a plan upgrade, that cost is yours and any extra work is quoted first), updating WordPress, plugins and theme (with a backup first), fixing or redirecting broken links on the main pages, small mobile adjustments and the Quick fix list. Not included, and quoted separately if needed: paid certificates or hosting upgrades, moving host, PHP upgrades that need code changes, replacing abandoned or paid plugins, rebuilding or replacing the theme, work on online shops or bookings systems.
• Rescue (from $599): for a broken, hacked or unusable site. The written quote splits the work into stages, each with its estimate and assumptions: diagnosis, getting the site back online, repair or clean-up, checks and protection. A clean-up removes what we find and secures the accounts and access we control. If your host or other people also had access, we can't guarantee the original cause is fully known; we tell you what we found and what we recommend. A Rescue starts after a 50% deposit, with the balance due on completion.
• Work outside a pack or a plan is charged at $120 per hour, in 30-minute blocks, and always agreed with you first. If we find something during the work that wasn't in the quote, we tell you and quote it separately before doing it.

How we work on your site

• Where possible, we make the fixes on a private copy of your site and show you the result first. Quick fix and Tune-up are paid once you've seen the result and before the changes go live. Some fixes, such as security certificates and server settings, can only be done on the live site; we do those once you've paid.
• Just before putting changes live, we take a fresh backup of your files and database. If something goes wrong when the changes go live, we put the backup back and fix it at no extra cost. After going live we check your main pages and forms.
• We record the time spent on every job (date, task and duration). Whenever time is charged, we send you this breakdown, and you can ask for it at any time.
• Free 30-day watch: after a repair, we check for 30 days that your site is loading (every 30 minutes) and run a daily health check. We email you if it goes down, and send you a short report at the end. It's free, it stops by itself after 30 days, nothing renews and nothing is charged. It's a notice service, not a care plan: fixing new problems isn't included. Reply at any time and we'll stop it.

If something isn't right, and canceling

• Our own promise: if something we did doesn't work as agreed and you tell us within 30 days, we fix it at no cost, and if we can't, we refund what you paid for that part. This promise is in addition to any rights you have under laws that can't be excluded by contract.
• There's no change-of-mind refund for one-off work that is completed and accepted. This doesn't affect our promise above if something we did doesn't work as agreed.
• If you cancel a Rescue job after paying the deposit, the deposit covers the work already done at $120 per hour, and we refund anything left over with the time breakdown.

Monthly care plans

Starting a plan

• Care plans are for WordPress websites. You first send a request, with nothing to pay. Within one business day, we review your site.
• If the site isn't suitable as it is (for example it's already hacked, very out of date or built on a system we don't support), we tell you why. You pay nothing, and we can suggest a Tune-up or Rescue first.
• If it is suitable, we email you a secure payment link. The plan starts when your payment goes through: we switch on monitoring and ask you to create a login for us. Within one business day of receiving it, we take a first full backup and send your first health report.
• If a payment is ever made before we've reviewed the site and the site turns out not to be suitable, we refund it in full.
• To keep our reply times, we start a limited number of new care plans each week. If we're full when you send your request, we tell you within one business day and give you a start date; you only pay once we can start.

Billing, canceling and refunds

• Care plans are subscriptions. They renew automatically each month or each year, depending on the billing you chose, until you cancel. Payments are taken in advance by card through Stripe.
• You can cancel any time from your billing page or by emailing us. A monthly plan stops at the end of the month you've paid for, and the month already paid isn't refunded. There's no lock-in contract and no cancellation fee.
• Yearly plans are paid upfront and the price is fixed for that year. If you change your mind within 14 days of paying, we refund what you paid minus only: an included Quick fix you've used ($199), included time for changes you've used ($120 per hour), and the member discount on any Quick fix or Tune-up you bought during those 14 days. Routine care, such as updates, backups, monitoring, reports and setting these up, is never deducted. After 14 days, a change of mind doesn't give a refund: the plan runs to the end of the paid year and won't renew.
• If we end your plan early, or can't provide it as described (for example because the site turned out not to be suitable, or we stop offering the service), you're refunded pro rata for the unused months, and in full if we never started. This also applies to yearly plans after the first 14 days.
• For yearly plans, we email you a reminder 15 to 45 days before the renewal date, with the price and how to cancel. You can cancel online from your billing page at any time, without having to call or email anyone.
• We'll give you at least 30 days' notice by email before any price change. You can cancel before it takes effect. Yearly plans keep their price until renewal.
• Occasional promotions (for example a discounted first month) apply only on the conditions shown with the offer, such as yearly billing, and can't be combined with other offers.

What's included

• Each plan includes what's listed on our monthly care page for that plan.
• Monitoring begins once your payment is confirmed and we've approved your site. Backups and WordPress updates begin once we have working access to your website and have completed the initial setup.
• Backups: your site's database (content, settings, form entries) is backed up every day, and the full site (files, theme, plugins and images) every week. We also take a full backup just before every change we make. Backups are stored outside your hosting account and kept for 30 days. If something is lost between two backups, we can only restore the latest backup we hold.
• Pro care time for changes: 60 minutes per calendar month (the first month counts from the day monitoring starts), for edits to existing content and settings (text, photos, prices, small tweaks), not new pages or new features. Time is recorded in 15-minute steps. Unused time doesn't roll over to the next month and can't be exchanged for money.
• Pro care Quick fix: one Quick fix in each 12-month period. On a monthly plan it becomes available once your third monthly payment has gone through; on a yearly plan, as soon as your payment has gone through. It doesn't carry over and can't be exchanged for money.
• Business care time: 3 hours per calendar month (the first month counts from the day monitoring starts), on the same terms as Pro care time above. Quick fixes are included and count toward these 3 hours. Every 3 months we review your site's speed and security and make the fixes we recommend, also within your 3 hours; if more time is needed, we quote it first. Unused time doesn't roll over and can't be exchanged for money.
• Business care report: each monthly report lists the work done, the time used, and your site's speed and security results.
• Member prices for Quick fix and Tune-up apply from your second paid month on a monthly plan, or straight away on a yearly plan, and only while your plan is active and paid up.
• We need a working login to your website to provide updates and backups. If we lose access, we'll let you know. Monitoring and reports keep running in the meantime.
• Some fixes, such as security certificates, server settings and domain records, are made in your hosting account rather than in WordPress. You can add us as a user in your hosting account, or give us access when it's needed. Until we have that access, we can only guide you or deal with your host on your behalf.
• Monitoring checks your site from the internet at regular intervals. It can't catch every problem straight away, and a short outage between two checks may go unnoticed.

What care plans cover

While your plan is active and paid up, every plan covers, at no extra cost:

• fixing anything that breaks because of an update or a change we made;
• renewing or repairing an expired security certificate;
• finding out why your site is down and dealing with your web host for you (an outage on the host's side remains the host's responsibility, and its timing is theirs);
• fixing small new problems found by our daily check that appear while you're on the plan: problems from the Quick fix list above, or a broken link on your main pages, each taking us up to 30 minutes. With Essential care, this covers up to 2 such small fixes a month; if the same problem keeps coming back, or there are more, we tell you and quote a lasting fix at member prices. Anything bigger is quoted at member prices before we start. Problems caused by our own work are always fixed free, with no limit.

Not covered by a plan: changes made by you or other people (including new plugins, themes or user accounts added without telling us), new pages or features, problems that existed before your plan started, hosting, domain and plugin license fees, and problems inside your host's systems. These can be fixed at member prices.

Hacked sites. With Essential care, cleaning up a site hacked while the plan is active costs 30% less than our Rescue price (from $419). With Pro care and Business care, the clean-up is included once in each 12-month period, on these conditions:

• the site was clean when your plan started, or we cleaned it at that time;
• the hack wasn't caused by plugins, themes or user accounts added without telling us, by passwords that were shared or reused, or by a problem affecting your host's whole server;
• the included clean-up covers restoring from our backups, removing the malicious code we find and securing the site, up to 4 hours of work. If more is needed, such as rebuilding the site, we stop, tell you, and quote the extra at member prices before going ahead.

When our checks find something that needs fixing

If our monitoring finds a problem on your site, we tell you what we found and what we recommend the same business day (the same day, 7 days a week, with Business care), with Business care and Pro care clients handled first. We never start paid work without your written OK (an email reply is enough). What happens next depends on the size of the problem:

• A small problem (the kind a Quick fix covers). If it appeared while you're on the plan, we fix it at no cost and tell you what we did. If it was already there before your plan started: with Essential care it costs $99; with Pro care we use your included Quick fix for the year if it's still available, otherwise $99; with Business care it comes out of your 3 hours.
• A larger problem (the kind a Tune-up covers), for example an outdated website platform, a slow site or several problems at once. We send you the findings and a fixed price in writing at member rates: $299 with Essential care, $279 with Pro care, $199 with Business care. Any part of it that is already covered by the plan, such as routine updates or something our own work broke, is never charged.
• A serious problem (the kind a Rescue covers), for example the site is down, broken or hacked:
  • if it was caused by an update or a change we made, we fix it at no cost;
  • if the site was hacked, the hacked-site rules above apply;
  • in every other case (for example a failure on your host's side, changes made without us, or a problem that was there before your plan), getting your site back online by restoring our latest clean backup is included. If that isn't enough, we send you a written quote first; the work then follows our Rescue terms, including the 50% deposit.

If you decide not to go ahead with a paid fix, your plan continues as normal and we keep monitoring the site. We'll remind you in your monthly report while the problem is still there.

Reply times and fixing times

• Reply: we reply to every request by email within 1 business day without a plan, and the same business day with Essential care or Pro care. With Business care, we reply the same day, 7 days a week, weekends and US federal holidays included: requests received by 2pm Pacific Time are answered that day, later ones by noon the next day. Business care and Pro care requests are handled first. A reply means a person has read your request and tells you what happens next; it isn't a promise that the problem is fixed by then.
• Fixing: small fixes covered by a plan are usually done within 2 business days of your OK (2 days with Business care). Paid work follows the timing in your quote. Work that depends on your host, your domain provider or a plugin's maker can take longer, and we keep you updated.
• A business day is Monday to Friday, excluding US federal holidays. A request received after 2pm Pacific Time counts as received the next business day.
• Support is by email (no phone calls), which gives you a written record of every request. Outage alerts from our monitoring are sent automatically, at any hour.

Payment and prices

Repairs are invoiced with a secure online payment link (card) or bank transfer details, payable within 7 days. Prices are in US dollars (USD). French VAT is not charged on business-to-business services supplied to clients outside the EU (article 259-1 of the French Tax Code). If any US sales tax applies to your purchase, depending on the service and your location, we'll tell you before you pay.

Responsibility

• We carry out our services with reasonable care and skill. We can't guarantee search rankings, the number of inquiries or that a website will never have problems in future, because these depend on things outside our control, such as hosting providers and third-party plugins.
• Except for the promises written in these terms, our services are provided "as is" and, to the extent the law allows, we disclaim all other warranties, express or implied, including implied warranties of merchantability, fitness for a particular purpose and non-infringement.
• To the extent the law allows, our total liability for any claim relating to our services is limited to the amount you paid us for the service concerned in the 12 months before the claim, and we are not liable for indirect or consequential losses such as lost profits, lost inquiries or lost data that a backup would have protected. Nothing in these terms limits our liability for our own fraud, gross negligence or deliberate wrongdoing, or anything else that can't be limited by law.
• You remain responsible for the content of your website, for keeping your own passwords private, for the access you give to other people, and for having the right to give us access to the website and hosting accounts you share with us.

Personal information

How we handle personal information is explained in our privacy policy.

Governing law and disputes

These terms are governed by French law, without regard to conflict-of-law rules. If something goes wrong, please email us first: most problems get resolved quickly that way, and we'll always try to reach a fair solution in good faith within 30 days. If we can't, any dispute will be handled by the competent courts of France. This doesn't take away any protection you have under laws that can't be excluded by contract.