1. What the support blocks cover
Website support blocks are intended for practical help with websites and web applications built on or involving Bagisto, WooCommerce, WordPress, PHP and Laravel.
Support may include troubleshooting, configuration, updates, plugin or package review, minor code fixes, content or theme adjustments, technical advice, migration preparation, integration checks, performance review, or other reasonable website support work we agree to carry out.
2. What is not included
Support blocks do not automatically include major redesigns, full rebuilds, new feature development, emergency out-of-hours support, hosting fees, paid plugins, software licences, third-party service charges, advertising spend, legal compliance review, security penetration testing, or work that requires a separate project scope.
If a request is too large, risky, unclear, urgent, or outside the support block scope, we may recommend a separate quotation or project agreement.
3. Support block options
- 4 hours support time: £280
- 8 hours support time: £560
- 5 days support time: £2,500
Prices are shown in pounds sterling. Payment is taken through Stripe or another payment method we approve.
4. Time tracking
Time is tracked and deducted from the support block you purchase. We may record time for investigation, communication, planning, technical work, testing, deployment support, documentation, and reasonable follow-up connected to the support request.
We will aim to keep you informed about how much time has been used. Very small tasks may be rounded to a practical minimum time unit where necessary for administration.
5. Validity and expiry
Each support block is active for 12 months from the date of purchase unless we agree otherwise in writing.
Unused time must be used within the 12 month period. Unused time does not roll over automatically and is not refundable after expiry.
6. Support availability
Active support windows are Monday to Friday, 9:00am – 5:00pm GMT, excluding UK public holidays unless we agree otherwise in writing.
Support is not guaranteed to be immediate. Response and delivery times depend on our availability, the complexity of the issue, the information you provide, and any third-party systems involved.
7. Your responsibilities
You must provide accurate information, relevant access, permission to work on the affected systems, and any details needed to understand the issue. You are responsible for ensuring you have the right to give us access to websites, hosting, code repositories, plugins, accounts, data, and third-party systems.
You should maintain backups and recovery access for your website and systems. We may ask you to confirm that appropriate backups are in place before work begins.
8. Third-party platforms and services
Many websites depend on third-party hosting, plugins, payment gateways, APIs, themes, services, marketplaces, software packages or platform vendors. We are not responsible for the availability, pricing, policies, performance, security or changes made by third parties.
9. Stripe payments
Stripe is used to process online card payments. Stripe’s own terms and privacy notices may apply to payment processing. We do not store full card details on our website.
A purchase confirmation does not require us to accept work that is unlawful, unsafe, abusive, outside our expertise, or unsuitable for the support block. If we cannot provide the support requested, we will discuss a reasonable alternative or refund where appropriate.
10. Refunds and cancellations
If no support time has been used, you may request cancellation within 14 days of purchase. If work has already started at your request, we may deduct the value of time used and any costs already incurred.
Once support time has been used, refunds are limited to any unused balance where we agree a refund is fair and practical. Expired unused time is not refundable.
11. Relationship with main Terms and Conditions
These support terms apply alongside our main Terms and Conditions. If there is a conflict between these support terms and the main Terms and Conditions for a support block purchase, these support terms apply to the support block.
12. Contact
If you have questions about a support block, please use the website contact form or RFQ form and include details of the website platform, issue, hosting environment and urgency.