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, whether established through a signed agreement or by subscribing online.
Scope of Services
FatLab provides managed WordPress hosting, maintenance, security, performance optimization, and support services. Services are provided on a recurring monthly subscription or per-project basis.
All hosting plans include unlimited technical support for your website's current features and functions. We will not bill for time required to fix, address issues, or answer questions regarding any existing feature or function of your website. Additional billing will only occur when a task falls outside the scope of support — such as custom development, new features, design work, or functionality not yet part of the website.
Term & Renewal
The initial term of service is 30 days from the date of enrollment and will automatically renew on a month-to-month basis until either party cancels with 30 days' written notice.
Plan Changes
You may upgrade or downgrade your service plan at any time by contacting us. Unless otherwise agreed, plan changes take effect at the start of the next billing cycle. Changing your plan does not reset or extend the term of your agreement.
Client Responsibilities
- Submit all support requests in writing via email at support@fatlabwebsupport.com or through our client portal
- Provide relevant data when reporting issues, which may include screenshots, log files, descriptions of the problem, and examples of expected vs. actual behavior
- Provide accurate and timely content or access credentials when requested
- Ensure you have the rights to use and distribute any materials submitted to us
Billing & Payment
Hosting and support fees are billed in advance on a monthly basis. By subscribing to a plan, you authorize FatLab, LLC to charge the credit card on file for the agreed amount each billing cycle.
Additional work performed outside the scope of your subscription — such as development projects, custom integrations, or ad-hoc requests — will be invoiced monthly in arrears based on time and materials. All invoiced amounts are due upon receipt.
Interest may be charged on overdue balances up to the maximum amount allowed by law. Hosting and support fees are non-refundable.
Cancellation & Termination
Either party may terminate this agreement with 30 days' written notice. No refunds are given for unused service periods. Upon termination, all outstanding fees become immediately due and payable.
Upon request, we will provide all client data and assist with a smooth transition to another provider.
Termination Due to Non-Payment
FatLab may suspend or terminate hosting and support services for any account with an undisputed balance more than 45 days past due, but only after we have given you written notice of the past-due amount and allowed at least 15 days to bring the account current or to raise a good-faith dispute. If you dispute part of an invoice in good faith, let us know in writing within 20 days of the invoice date and pay the undisputed portion when due; we will not suspend service or charge late fees on the disputed amount while we work with you to resolve it.
We will never withhold your website data, files, or backups over unpaid fees. On your written request, we will provide a complete, usable copy of your data within five business days, even during a suspension.
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 support@fatlabwebsupport.com 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.
Third-Party Purchases & Fees
In the course of building or supporting your website, it may be necessary to purchase third-party software licenses or services on your behalf. All such costs will be passed through to you and are subject to a 15% administrative markup. We will obtain your approval before making any third-party purchases.
Plugin & 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.
Taxes
All fees listed and charged under these terms exclude applicable sales, use, and other taxes and government charges. You are responsible for payment of all such taxes, fees, duties, and charges (other than taxes based on FatLab's income).
Confidentiality
Each party will keep confidential the non-public business information of the other, including technical configurations, pricing, and anything shared during the engagement, and will use it only to perform or receive the services. This obligation continues after the engagement ends. If you require a separate non-disclosure agreement before we begin, contact us and we will send our standard mutual NDA.
Ownership & Rights
Your website and all authorized content and materials used therein remain your property at all times. FatLab claims no ownership over your website, its content, or your data.
Hosting & Uptime
We take all reasonable measures to ensure the highest possible website uptime and will make every reasonable effort to resolve service outages promptly. However, FatLab does not guarantee uninterrupted uptime and is not liable for refunds or compensation due to hosting downtime.
Third-Party Infrastructure
FatLab provides managed services on top of third-party infrastructure (such as the hosting provider, CDN, and security services). Our obligations cover our own systems and personnel and our selection, configuration, and oversight of those providers; the providers' own internal practices are governed by their separate terms.
If you host your site with FatLab, we monitor uptime and respond to outages as described above. If you keep your site on another host, we maintain the WordPress application (updates, fixes, content, and performance within the application), but the server, uptime, and server-level security remain with your host. Our emergency response covers what is within our control; a server-level outage on infrastructure we do not control is your host's to resolve.
Where you or your team are given direct administrative access (SSH, SFTP, database, or control panel), you are responsible for the security, code, configurations, and content introduced through that access.
Disclaimer of Warranties
Except as expressly provided in these terms, FatLab disclaims all warranties, express or implied, with respect to our services, software, and any work product — including warranties of merchantability, fitness for a particular purpose, and non-infringement.
Without limiting the foregoing, FatLab does not warrant that our advice or development work will be error-free. For a period of three (3) months following delivery of development work, FatLab will correct demonstrated errors that appear as a result of that work at no additional charge.
Limitation of Liability
FatLab is not liable for any indirect, consequential, incidental, or special damages, including lost profits, loss of data, or loss of business, even if we have been advised of the possibility of such damages.
In no event shall FatLab's total liability for any claim related to these terms exceed the total fees you have paid to FatLab in the 12 months preceding the event giving rise to the claim.
These limits and exclusions do not apply to: a breach of confidentiality; gross negligence, willful misconduct, or fraud; FatLab's breach of its data-security, privacy, or breach-notification obligations; infringement or misappropriation of intellectual property; or your payment obligations.
Force Majeure
Neither party shall be liable for delays or failures in performance caused by events beyond their reasonable control, including but not limited to labor disputes, natural disasters, power or telecommunications failures, or other force majeure events. This does not apply to the payment of fees owed under these terms.
Assignment
You may not assign or transfer this agreement or any rights or obligations under it without our written consent. FatLab may assign this agreement at its discretion.
Waiver
A failure by either party to enforce any provision of these terms does not waive the right to enforce that or any other provision in the future.
Governing Law
These terms are governed by the laws of the Commonwealth of Virginia. Our Privacy Policy is incorporated into these terms by reference. For clients whose sites process personal data on behalf of others, our Data Processing Addendum is available on request and governs that processing.
Policy Changes
These terms may be updated from time to time. We will notify active clients of material changes at least 30 days in advance. Continued use of our services after changes take effect constitutes acceptance of the updated terms. Last updated: June 25, 2026.
Contact
Questions about these terms? Contact us at support@fatlabwebsupport.com.