Terms of Service

1 Acceptance of Terms

By submitting a support request, booking a discovery call, or engaging SmartersWeb Tech for any service, you agree to be bound by these Terms of Service. If you do not agree, do not use our services.

These terms apply to all clients, regardless of how they engage with us — through the website, email, phone, or any other channel.

2 Services Provided

SmartersWeb Tech provides on-call web support services for small businesses and agencies, including but not limited to:

• WordPress and WooCommerce support and troubleshooting
• Hosting and DNS management
• SSL certificate installation and renewal
• Website security hardening and malware removal
• Site speed and performance optimization
• White-label web support for agencies (where agreed)

Services are delivered on a 30-day block basis. The specific scope, response times, and deliverables for each block are agreed upon before the block begins.

3 Payment Terms

Payment schedule

Payment for each 30-day block is due in full before the block begins. Work does not commence until payment is confirmed.

Accepted payment methods

• Interac e-Transfer
• Credit card (via invoice)
• PayPal

Late payment

Since payment is required upfront, there are no late payment scenarios for standard blocks. For any additional work agreed mid-block, payment terms will be specified in writing before work begins.

Taxes

All prices are in Canadian dollars (CAD). Applicable taxes (GST/HST) will be added to invoices where required by law.

Refunds

If no work has commenced on a block, a full refund will be issued upon request. Once work has begun, completed work is non-refundable. We will work in good faith to resolve any dissatisfaction before considering a refund for incomplete work.

4 Cancellation Policy

Our service operates on a month-to-month basis with no long-term commitment required.

• To cancel: Simply do not book the next 30-day block. There are no cancellation fees, no notice periods, and no awkward conversations required.
• Mid-block cancellation: If you wish to cancel during an active block, contact us in writing. Completed work is non-refundable. We will prorate a refund for any remaining days where no work has been performed, at our discretion.
• Cancellation by SmartersWeb Tech: We reserve the right to cancel a block with 7 days' written notice. In this case, a prorated refund for unused days will be issued.

5 Scope of Work

What is included

Each 30-day block covers the support tasks described in the plan you've selected, as detailed on our Pricing page and confirmed in writing before the block begins.

Out-of-scope work

The following are not included in standard on-call support blocks unless explicitly agreed in writing:

• New website builds or full redesigns
• Custom plugin or theme development
• SEO strategy or content creation
• Graphic design or branding
• Third-party software licensing costs
• Hosting or domain registration fees
• Work requiring 24/7 availability (unless agreed)

Support request limits

Starter and Standard plans include a defined number of support requests per block (3 and 8 respectively). Priority plans include unlimited requests. A "support request" is defined as a single, discrete issue or task. Complex issues that require multiple sessions still count as one request.

6 Client Responsibilities

To enable us to provide effective support, you agree to:

• Provide accurate and complete information about your website, hosting, and the issue you need help with.
• Provide necessary access credentials (hosting, WordPress admin, DNS, etc.) in a timely manner.
• Maintain current, working backups of your website and database. While we take precautions, we are not responsible for data loss if no backup exists.
• Respond to requests for information or clarification within a reasonable timeframe. Delays caused by non-response may affect resolution times.
• Ensure you have the legal right to the website and content we are asked to work on.
• Not use our services for any illegal, unethical, or harmful purpose.

7 Limitation of Liability

To the maximum extent permitted by applicable law, SmartersWeb Tech's total liability to you for any claim arising from or related to our services shall not exceed the amount you paid for the 30-day block in which the issue arose.

We are not liable for:

• Loss of revenue, profits, or business opportunities resulting from website downtime or technical issues.
• Data loss where no backup existed or where the client was advised to maintain backups.
• Issues caused by third-party services, hosting providers, or software outside our control.
• Indirect, incidental, special, or consequential damages of any kind.
• Security breaches caused by vulnerabilities in third-party software or hosting infrastructure.

Nothing in these terms limits liability for fraud, gross negligence, or any liability that cannot be excluded by law.

8 Intellectual Property

All work product created specifically for your website as part of our support services (custom code snippets, configuration files, etc.) becomes your property upon full payment of the applicable block.

Our internal tools, processes, templates, and methodologies remain the intellectual property of SmartersWeb Tech.

You represent that you own or have the right to use all content, images, and materials on your website that we are asked to work with.

9 Confidentiality

We treat all client information — including access credentials, business information, and technical details — as strictly confidential.

• We will not share your credentials or business information with any third party except as required to perform the agreed services (e.g., contacting your hosting provider on your behalf).
• We will not disclose the existence of our working relationship to third parties without your consent (relevant for white-label arrangements).
• Access credentials provided to us will be used solely for the agreed support work and will be treated with the same care we apply to our own sensitive information.

For agency clients requiring a formal NDA, we are happy to sign one. Contact us at hello@smartersweb.com before work begins.

10 Warranties & Disclaimers

We warrant that:

• We will perform services with reasonable skill and care.
• We will not intentionally damage your website or data.
• We will communicate honestly about what is and isn't within our capabilities.

We do not warrant that:

• Our services will resolve every issue submitted. Some issues may be outside our scope or technically unresolvable within the constraints of your current setup.
• Your website will be free from all errors, downtime, or security vulnerabilities after our work is complete.
• Third-party services (hosting, plugins, payment gateways) will function as expected.

11 Governing Law

These Terms of Service are governed by and construed in accordance with the laws of the Province of Alberta and the federal laws of Canada applicable therein.

Any disputes arising from these terms or our services shall be subject to the exclusive jurisdiction of the courts of Alberta, Canada.

We encourage resolving any disputes informally first. Contact us at hello@smartersweb.com and we will make every reasonable effort to resolve the issue fairly and promptly.

12 Contact

For questions about these Terms of Service: