Website Care Plan Terms

Last updated: 18 August 2026

These Website Care Plan Terms apply to all Website Care Plans provided by Infinity3 Ltd.

These Terms apply in addition to Infinity3 Ltd’s Standard Terms & Conditions. In the event of any conflict, these Website Care Plan Terms take precedence in relation to Website Care Plan services.

By purchasing, renewing or continuing to use a Website Care Plan, the Client confirms that they have read, understood and agreed to these Website Care Plan Terms.

1. SCOPE OF WEBSITE CARE PLANS

1.1 A Website Care Plan is an ongoing service designed to maintain, monitor, support and manage a Client website.
1.2 Each Care Plan includes only the services, allowances and features explicitly stated within the selected plan, Proposal or agreement.
1.3 Unless explicitly included, Website Care Plans do not include:

  • complete website redesigns;
  • substantial development projects;
  • major new functionality;
  • large-scale content entry;
  • extensive ecommerce development;
  • custom application development;
  • specialist third-party integration work;
  • SEO campaigns;
  • advertising or marketing services.

1.4 Work outside the scope of the selected Care Plan may be quoted separately or charged at Infinity3 Ltd’s prevailing hourly rate.
1.5 Website Care Plans are ongoing maintenance and support services and are not a substitute for separately scoped website or development Projects.

2. CARE PLAN START DATE

2.1 Where a Website Care Plan is purchased alongside a website Project or another service, the Care Plan will commence on the date stated within the Proposal or, where no date is stated, on the date the Proposal is accepted.
2.2 Billing begins from the Care Plan Start Date.
2.3 The Care Plan fee may cover activity undertaken before a website Launch, including:

  • onboarding;
  • monitoring configuration;
  • backup configuration;
  • security configuration;
  • licence allocation;
  • hosting configuration where applicable;
  • reserving ongoing support capacity.

2.4 Any request to delay commencement of a Care Plan must be agreed in writing before acceptance of the Proposal.

3. INCLUDED SUPPORT TIME

3.1 Each Website Care Plan may include a defined amount of website support or development time per calendar month as stated within the selected plan or Proposal.
3.2 Included support time may be used for reasonable tasks such as:

  • content updates;
  • minor layout changes;
  • troubleshooting;
  • maintenance;
  • minor improvements;
  • website configuration;
  • support relating to existing functionality.

3.3 Unused support time does not roll over, accumulate or carry forward into future months unless otherwise agreed in writing.
3.4 Support time has no cash value and cannot be transferred between Clients, websites or accounts unless agreed by Infinity3 Ltd.
3.5 Where requested work exceeds the available monthly allowance, Infinity3 Ltd will normally advise the Client before carrying out additional chargeable work.
3.6 Additional work may be charged at Infinity3 Ltd’s prevailing hourly rate or quoted separately where appropriate.
3.7 Where a plan refers to unlimited small tasks or requests, this means that multiple reasonable requests may be submitted. All work remains subject to the included support allowance, fair use requirements and scope of the selected plan.

4. REQUESTS AND DELIVERY TIMES

4.1 Support requests are scheduled according to priority, complexity, available Care Plan time and Infinity3 Ltd’s workload.
4.2 Care Plans do not guarantee immediate completion of non-urgent requests.
4.3 Estimated completion times may vary depending on:

  • task complexity;
  • information required from the Client;
  • third-party dependencies;
  • software compatibility;
  • workload and availability.

4.4 Where a request is urgent, Infinity3 Ltd will make reasonable efforts to assist but cannot guarantee immediate availability unless an appropriate service level has been agreed separately.

5. UPDATES AND MAINTENANCE

5.1 Website Care Plans may include management of WordPress core, themes, plugins and other website software as specified within the selected plan.
5.2 Updates will be managed with reasonable care, but Infinity3 Ltd cannot guarantee that third-party updates will always be compatible or free from defects.
5.3 Where an update introduces an issue, Infinity3 Ltd will make reasonable efforts to investigate and restore normal functionality within the scope of the Care Plan.
5.4 Complex issues caused by third-party software, discontinued products, unsupported code or significant compatibility problems may require additional chargeable work.
5.5 Infinity3 Ltd may delay or decline an update where it reasonably believes that applying it would create unnecessary risk to the website.

6. MONITORING AND BACKUPS

6.1 Website Care Plans may include uptime monitoring, security monitoring, performance monitoring and backups according to the selected plan.
6.2 Backups are maintained as a recovery measure and do not constitute a guarantee against data loss.
6.3 Backup frequency, retention and storage arrangements may vary according to the selected plan and hosting environment.
6.4 Infinity3 Ltd will take reasonable steps to restore a website from an available backup where restoration is required and included within the applicable plan.
6.5The Client remains responsible for maintaining independent copies of business-critical information where appropriate.
6.6 Infinity3 Ltd is not responsible for data loss arising from circumstances outside its reasonable control, including:

  • third-party failures;
  • malicious attacks;
  • Client actions;
  • third-party developer actions;
  • software defects;
  • external service failures.

7. HOSTING AND THIRD-PARTY SERVICES

7.1 Website Care Plans may include managed hosting where explicitly stated within the selected plan or Proposal.
7.2 Where hosting is included, the Web Hosting Terms also apply.
7.3 Managed hosting may not include direct server or hosting control panel access by default.
7.4 Where the Client requires unrestricted direct hosting access, Infinity3 Ltd may recommend or require a separate hosting arrangement.
7.5 Website Care Plans may rely on third-party services including:

  • hosting providers;
  • WordPress plugins;
  • themes;
  • security services;
  • backup providers;
  • monitoring services;
  • APIs and integrations.

7.6 Infinity3 Ltd does not control Third Party Services and cannot guarantee their continued availability, compatibility, pricing or functionality.

8. PREMIUM SOFTWARE AND LICENSING

8.1 Certain Care Plans may include access to premium plugins, themes, software or licences supplied through Infinity3 Ltd.
8.2 Any included premium licence is provided only for the duration of an active eligible Care Plan unless otherwise stated.
8.3 On cancellation or termination of the Care Plan, Infinity3 Ltd may remove, deactivate or cease renewing licences supplied as part of the service.
8.4 The Client may need to purchase their own licence to continue receiving updates or support for affected third-party software after cancellation.
8.5 Infinity3 Ltd does not guarantee that any particular third-party premium product will remain included indefinitely and may replace software with a reasonable alternative where necessary.

9. CLIENT ACCESS AND THIRD-PARTY CHANGES

9.1 The Client authorises Infinity3 Ltd to access the website, hosting environment and connected systems as reasonably required to deliver the Care Plan.
9.2 The Client may retain website access where appropriate but is responsible for changes made by themselves, their staff or other third parties.
9.3 Where the Client or a third party makes changes that:

  • damage the website;
  • introduce errors;
  • compromise security;
  • affect performance;
  • conflict with existing functionality;

Infinity3 Ltd may charge for time required to investigate, repair, remove or reverse those changes.

9.4 Infinity3 Ltd cannot guarantee website stability where multiple third parties have unrestricted administrative or server access.
9.5 The Client should notify Infinity3 Ltd before appointing another developer or provider to make significant technical changes to a website covered by a Care Plan.

10. SECURITY AND MALWARE

10.1 Website Care Plans may include security monitoring, vulnerability monitoring, malware scanning and other security measures according to the selected plan.
10.2 No website or hosting environment can be guaranteed to be completely secure.
10.3 Infinity3 Ltd does not guarantee prevention of:

  • hacking;
  • malware;
  • unauthorised access;
  • software vulnerabilities;
  • denial-of-service attacks;
  • other malicious activity.

10.4 Where malware removal or emergency security response is included within the selected plan, Infinity3 Ltd will make reasonable efforts to investigate and remediate affected systems.
10.5 Extensive remediation, reconstruction or work resulting from vulnerabilities outside Infinity3 Ltd’s reasonable control may require additional charges.

11. EMERGENCY SUPPORT

11.1 Infinity3 Ltd will give reasonable priority to serious website issues affecting availability, security or essential functionality.
11.2 Emergency support does not guarantee an immediate resolution or continuous out-of-hours availability unless an appropriate service level has been agreed separately.
11.3 An issue will not normally be considered an emergency solely because the Client requires a routine change urgently.
11.4 Where emergency work falls outside the scope or included time of the selected Care Plan, additional charges may apply.

12. PERFORMANCE AND OPTIMISATION

12.1 Certain Care Plans may include website performance monitoring or optimisation services.
12.2 Website performance is affected by numerous factors outside Infinity3 Ltd’s control, including:

  • third-party scripts;
  • hosting infrastructure;
  • plugins and themes;
  • visitor location;
  • external APIs;
  • advertising scripts;
  • Client content.

12.3 Infinity3 Ltd does not guarantee specific website speed scores, Core Web Vitals results or other third-party performance metrics unless expressly agreed in writing.

13. REPORTING AND COMMUNICATION

13.1 Website Care Plans may include periodic maintenance or performance reports as stated within the selected plan.
13.2 Reports are provided for informational purposes and do not guarantee specific performance, security, traffic or business outcomes.
13.3 Care Plan communication and requests should be submitted through Infinity3 Ltd’s agreed communication or support channels.
13.4 Infinity3 Ltd may require additional information, access or clarification before carrying out a support request.

14. FAIR USE AND SERVICE LIMITS

14.1 Website Care Plans are provided on a fair use basis to ensure reasonable service levels for all Clients.
14.2 Excessive, unreasonable or abusive use may include:

  • repeatedly submitting major development work as small tasks;
  • excessive urgent requests;
  • requests materially beyond the intended scope of the plan;
  • unreasonable volumes of support communication;
  • activity that consumes disproportionate resources.

14.3 Where usage consistently exceeds the scope of the selected plan, Infinity3 Ltd may:

  • recommend an upgraded Care Plan;
  • quote separately for additional work;
  • apply additional charges;
  • revise the service arrangement.

15. EXCLUSIONS

15.1 Unless expressly included, Website Care Plans do not cover problems arising from:

  • unsupported or abandoned software;
  • custom software developed by unrelated third parties;
  • unauthorised website modifications;
  • external systems outside Infinity3 Ltd’s control;
  • compromised Client credentials;
  • Client breaches of third-party terms;
  • unlawful or prohibited website activity.

15.2 Infinity3 Ltd may decline work that it reasonably believes creates security, legal, technical or operational risk.

16. CANCELLATION AND NOTICE

16.1 Website Care Plans are recurring services.
16.2 Unless otherwise stated within the Proposal, cancellation requires 30 days written notice.
16.3 Care Plan services remain active and billable throughout the notice period.
16.4 Where discounted pricing, bundled services or minimum-term commitments apply, early cancellation may require payment of remaining agreed fees.
16.5 No refunds are provided for:

  • partial billing periods;
  • unused support time;
  • unused included services.

16.6 Where statutory consumer cancellation rights apply, those rights are not affected by this clause.

17. EFFECT OF CANCELLATION

17.1 When a Website Care Plan ends, ongoing:

  • website maintenance;
  • software updates;
  • monitoring;
  • backups;
  • support;
  • premium licensing;
  • security management;
  • provided under that Care Plan will cease.

17.2 The Client becomes responsible for arranging ongoing maintenance and management of the website following termination.
17.3 Where managed hosting forms part of the cancelled Care Plan, alternative hosting arrangements may also be required.
17.4 Infinity3 Ltd may provide migration or handover assistance on request. Additional charges may apply.
17.5 Infinity3 Ltd is not responsible for website issues, security incidents or software problems occurring after Care Plan coverage has ended.

18. SUSPENSION FOR NON-PAYMENT

18.1 Failure to pay invoices when due may result in suspension or restriction of Care Plan services in accordance with the Standard Terms & Conditions.
18.2 During suspension, updates, monitoring, support and other Care Plan activities may cease.
18.3 Infinity3 Ltd is not responsible for loss or damage arising from suspension caused by non-payment.
18.4 Suspension does not remove the Client’s obligation to pay outstanding fees.

19. TERMINATION BY INFINITY3 LTD

19.1 Infinity3 Ltd may suspend or terminate a Website Care Plan where:

  • the Client breaches these Terms;
  • invoices remain unpaid;
  • the Client engages in unlawful activity;
  • abusive or threatening behaviour occurs;
  • continued service creates unreasonable technical, legal, security or reputational risk.

19.2 Where reasonably possible, Infinity3 Ltd will provide notice before termination.
19.3 Where Infinity3 Ltd terminates a Care Plan for reasons unrelated to Client breach or non-payment, any refund due will normally be limited to prepaid service periods that will no longer be delivered, subject to applicable law.

20. INTELLECTUAL PROPERTY

20.1 Website Content and Client-owned assets remain the property of the Client or their respective owners.
20.2 Infinity3 Ltd retains ownership of its internal:

  • systems;
  • templates;
  • processes;
  • maintenance procedures;
  • automation;
  • tools;
  • methodologies.

20.3 Any third-party software remains subject to the intellectual property and licensing terms of its respective provider.

21. CONSUMER RIGHTS

21.1 These Website Care Plan Terms are primarily intended for business customers.
21.2 Where the Client is an individual acting wholly or mainly outside their trade, business, craft or profession, applicable statutory consumer rights may apply.
21.3 Nothing in these Terms limits or excludes statutory rights that cannot legally be excluded.

22. LIMITATION OF LIABILITY

22.1 Website Care Plans are designed to reduce website maintenance, security and operational risks but cannot eliminate those risks entirely.
22.2 Infinity3 Ltd provides Care Plan services with reasonable care and skill.
22.3 Infinity3 Ltd is not liable for indirect or consequential losses including:

  • loss of revenue;
  • loss of profit;
  • loss of business opportunity;
  • loss of data;
  • business interruption.

22.4 Liability is limited in accordance with Infinity3 Ltd’s Standard Terms & Conditions and applicable law.

23. GOVERNING LAW

23.1 These Website Care Plan Terms are governed by the laws of England and Wales.
23.2 Subject to any mandatory consumer rights that apply, the courts of England and Wales shall have jurisdiction over disputes arising from these Terms.

ADDITIONAL TERMS

Website hosting provided as part of a Website Care Plan is also subject to our Web Hosting Terms.

All Website Care Plans are also subject to Infinity3 Ltd’s Standard Terms & Conditions.