Overview
By using our services, you agree to the following terms. These terms apply to all FatLab clients receiving hosting, support, development, or related services.
Scope of Services
FatLab provides WordPress hosting, maintenance, performance optimization, and support services. Services are provided on a recurring subscription or per-project basis.
Client Responsibilities
- Provide accurate and timely content or access credentials
- Ensure you have the rights to use and distribute submitted materials
- Follow best practices and recommendations where applicable
Billing & Payment
Subscription services, including hosting, maintenance, and support retainers, are billed in advance on a monthly, quarterly, or annual basis. Payment must be made on time to avoid disruption in service.
Additional work performed outside the scope of a client's subscription or retainer—such as development projects, custom integrations, or ad-hoc support requests—will be invoiced monthly in arrears based on time and materials.
Cancellation
We ask for 30 days' notice when canceling hosting or support plans. No refunds are given for unused service periods. Upon request, we will provide all client data and assist with a smooth transition.
Liability
FatLab is not liable for indirect damages, including data loss, downtime, or third-party service interruptions. We take all reasonable measures to provide secure and reliable service.
Support Expectations
We aim to respond to support requests within 2 hours during business hours. Emergency support is available 24/7 for hosted clients.
To ensure timely response, all support requests should be submitted by emailing [email protected] or through our client portal. Only tickets submitted through these channels are monitored around the clock. Phone calls, text messages, and personal emails are not guaranteed the same level of monitoring.
Plugin and Theme License Management
FatLab manages all plugin and theme licenses for sites under our care. Renewals are handled on your behalf and invoiced at cost plus a 20% administrative fee. Some plugins may be included at no charge through our developer licenses, subject to availability.
To keep your site secure and up to date, we do not support self-managed licenses. Existing lifetime or multi-year licenses will be honored until they expire.
Policy Changes
These terms may be updated from time to time. Continued use of our services constitutes acceptance of the current terms. Last updated: January 6, 2025
Contact
Questions? Contact us at [email protected].