Specific terms for WebMonster Care

1. Purpose and scope

1.1. WebMonster Care is an add-on service providing automated WordPress updates, website security improvements and additional backups. These terms supplement the General terms and conditions, the order and the features communicated at purchase.

1.2. Each purchase covers one live WordPress installation hosted on an active WordPress Cloud Hosting (WCH) or Business Cloud Hosting (BCH) subscription. Hosting is purchased separately and retains its own terms, resources and guarantees. WebMonster Care must be purchased for each website to be covered.

1.3. Associated staging environments are not charged as additional installations, but WebMonster Care does not include managing them independently or testing updates in staging before deployment. Routine work is carried out on the live website.

1.4. Care includes primarily automated updates, technical and visual checks, limited human review of update incidents, security hardening, Patchstack protection, malware removal under section 4, additional daily backups and an automated monthly report.

2. Initial check and activation

2.1. WebMonster carries out an initial check and configures the necessary tools. Activation will be completed within two working days of receiving payment, access and the necessary information, unless the check identifies an impediment requiring prior action by the Customer. Working days are Monday to Friday, excluding public holidays in Madrid, Spain. WebMonster will communicate activation or the impediment identified.

2.2. Initial configuration includes the routine work needed to start WebMonster Care. It does not include repairing errors or infections predating the purchase or bringing installations up to date where complex manual work is required. If that work is needed to start the service, WebMonster will explain its scope and provide a quote before carrying it out.

2.3. If the Customer does not accept the preliminary repair, WebMonster Care will be cancelled and the full amount paid for WebMonster Care refunded, without deducting the initial check. The refund will be processed without undue delay and no later than fourteen calendar days after cancellation, using the same payment method unless another method is expressly agreed at no cost. Hosting will continue under its own contract.

3. Updates, checks and rollback

3.1. Available, compatible updates to WordPress, plugins and themes are generally scheduled weekly. Security updates may be brought forward according to risk. Components may be deferred or excluded because of incompatibility, missing licences or a technical impediment, with the Customer informed of any action they need to take.

3.2. The Customer authorises updates directly in production and the checks and rollbacks described in this section, without individual approval for each run.

3.3. After updating, the system runs technical and visual checks to detect certain loading errors or unexpected changes. These are not a full human review and do not comprehensively validate forms, purchases, bookings, integrations or every page and function. Detection of every failure is not guaranteed.

3.4. If a failure is detected, the system will attempt to roll back the affected component. Where necessary, it may roll back other related components or restore the files and database included in the preceding restore point. This immediate rollback is part of the authorised process and does not require further confirmation. It may overwrite information added since that point, including orders, form submissions or content changes. Although the interval is usually brief, neither absence of data loss nor the ability to complete every rollback is guaranteed.

3.5. Incidents detected during updates receive a brief human review to assess a retry, a simple adjustment or temporary exclusion of a component. Repairing complex incompatibilities, custom development or more extensive interventions will be assessed under section 6. Remedying breaches attributable to WebMonster will not be charged separately.

3.6. WebMonster Care includes managing PHP version changes and the checks and simple adjustments within the service’s scope. Available versions and their retirement schedule are governed by the Specific hosting terms. If an incompatibility requires additional work, WebMonster will explain it before quoting. Care does not allow a retired version to be kept indefinitely or guarantee compatibility of all website code.

3.7. The Customer will receive an automated monthly report of updates, checks and failed or pending actions recorded by the system. This report is not a comprehensive website audit.

4. Security and malware removal

4.1. WebMonster Care includes WordPress security hardening, additional automated scans and protection through Patchstack. Virtual patching protects against certain vulnerabilities and does not indefinitely replace updating the affected component. These measures reduce risks without guaranteeing freedom from attacks or infections.

4.2. Protections may block requests, restrict access or affect a component’s operation. The Customer may request review of a false positive. WebMonster will adapt measures where appropriate without disabling those needed to contain a substantiated risk. The infrastructure protection powers in the hosting terms remain in place.

4.3. Removal of infections acquired while WebMonster Care is active is included, with no maximum number of covered incidents. WebMonster will prioritise restoring a suitable backup and fixing the vulnerability where feasible. If that approach is unsuitable, including because of potential data loss, it will remove the malware manually. Rebuilding information already destroyed or functionality requiring development is not part of routine malware removal.

4.4. Before a malware-related restoration that may overwrite changes, WebMonster will explain its scope and request authorisation. This is distinct from the immediate update rollback authorised in section 3.4. Urgent, proportionate containment measures permitted by the hosting terms may be taken, with the Customer informed.

4.5. Included malware removal does not cover infections predating purchase or those caused by a vulnerability in a component that the Customer leaves uncorrected and that cannot be fixed within Care because a licence is missing, custom development is required or the Customer decides not to proceed. Additional work requires a quote and prior acceptance, without affecting WebMonster’s obligations for its own breaches.

4.6. If a cause of infection communicated to the Customer persists, WebMonster may make further cleaning for that same cause conditional on its correction, replacement or removal. Necessary containment measures may remain in place while it is resolved. Reinfection cannot be ruled out while the vulnerability remains or compromised access has not been addressed.

5. Additional backups and restoration

5.1. WebMonster Care includes additional daily backups of the WordPress installation’s files and databases, stored in the European Union and kept for fifty days from creation of each backup while the service remains active. They do not include email or data stored exclusively in external services. They are additional to hosting backups and do not change the latter’s frequency or retention.

5.2. WebMonster manages these backups; they cannot be restored directly from the Customer’s control panel. They support WebMonster Care work and provide an additional recovery route when ordinary hosting backups cannot resolve the incident. The Customer may request restoration, including recovery after accidental deletion; ordinary restoration of an available backup is included.

5.3. WebMonster schedules backups and makes reasonable efforts to ensure they complete and can be restored. Technical or provider failures may prevent a backup from being created, retained or recovered. Success of every run or recovery of all data is not guaranteed. This does not remove WebMonster’s applicable duties of care and action.

5.4. Restoration replaces the data it covers with the state of the selected backup and may delete later changes. WebMonster will explain its scope and seek authorisation, except for the automatic rollback in section 3.4. Special reconstruction or combination of data may be quoted separately where it exceeds included services.

5.5. Keeping an independent copy of important information is recommended. Fifty-day retention does not guarantee availability of these backups after WebMonster Care ends or the website is deleted; the effects in section 9 apply.

6. Support and additional work

6.1. The Customer retains WCH or BCH support, including 24-hour emergency assistance within the scope and channels of their hosting. WebMonster Care adds the work described in this document without extra priority or its own guaranteed response or resolution times. It does not include permanent human monitoring or proactive outage response.

6.2. Limited human intervention comprises the work in section 3.5 and is not a bundle of minutes. Included malware removal and restorations have their own scope and are not restricted to that brief review.

6.3. WebMonster Care does not include performance optimisation, content management, design, custom development or general resolution of any WordPress incident. Out-of-scope work may be purchased through a WebMonster Pros One-off Consultation, an hour package or a separate quote, depending on its nature, with prior information and acceptance of the cost. The Specific terms for WebMonster Pros apply where appropriate.

7. Customer cooperation and authorisations

7.1. The Customer will provide necessary access, keep required licences active and communicate changes made by themselves or third parties that may affect the service. WebMonster Care does not include commercial licences for the Customer’s plugins or themes, except tools expressly incorporated into the service.

7.2. The Customer authorises installation, configuration and use of the tools needed to provide WebMonster Care. WebMonster will limit its actions to that scope and will not purchase paid services on the Customer’s behalf without authorisation.

7.3. Where a component cannot be updated or a Customer instruction prevents action, WebMonster will explain the consequences and available alternatives. If the impediment compromises security or makes service provision unfeasible, the measures and suspension or termination procedure in the general terms apply, without automatically attributing every subsequent failure to the Customer.

8. Price, renewal and cancellation

8.1. WebMonster Care is paid in advance monthly or annually, at the total tax-inclusive price displayed and accepted at purchase. It has its own due date, independent of hosting. Renewals, charges and price changes are governed by the general terms.

8.2. The Customer may request immediate cancellation or cancellation at the end of the billing period through the control panel. The request disables renewal without further manual approval. The channels and manual processing deadlines in section 7.2 of the general terms also apply. Cancelling WebMonster Care does not cancel hosting.

8.3. Deleting the website or moving it to WebMonster Managed does not automatically cancel WebMonster Care. The change notifies the WebMonster team, who will review the situation with the Customer to confirm cancellation and its effective date. The Customer may request cancellation directly under the preceding section. This review does not authorise renewal or charges for services that can no longer be provided; settlement is subject to the general terms and applicable rights.

8.4. WebMonster Care requires the website to remain hosted on a compatible WebMonster service. If hosting ends or the website moves away, WebMonster will review and communicate termination of WebMonster Care. Care renewals will not continue without a website to which the service can be provided.

8.5. If a renewal charge fails, non-payment will be notified and collection retried during the seven calendar days after the due date, unless payment or cancellation occurs under the general terms. If payment remains outstanding, WebMonster Care will be suspended after seven days following a warning, and cancelled thirty days after the due date following notice. Non-payment of WebMonster Care alone does not suspend or cancel hosting that is paid up or authorise deletion of its website or email. Suspension stops WebMonster Care work; cancellation has the effects in section 9.

9. Effects of termination

9.1. When WebMonster Care ends, its updates, reports, included malware removal and other work cease. WebMonster will remove tools, licences and security improvements supplied specifically through WebMonster Care, without deleting Customer content or protections still included in hosting or Managed. Updates already applied are not undone on cancellation.

9.2. Additional WebMonster Care backups become unavailable when the service ends and are deleted. No further retention for later recovery is guaranteed. Any residual copies that cannot be deleted immediately will remain protected, will not be used ordinarily and will be deleted no later than fifty days after creation, without restarting that period on cancellation. Legally required return instructions and retention or recovery periods will be respected.

9.3. Ending WebMonster Care does not delete files, databases, email or hosting backups where hosting remains active. Access, retention and deletion are governed by the hosting and email terms and the data processing agreement. The Customer must independently retain information they need before requesting cancellation or deletion affecting it.

10. Guarantees, liability and data protection

10.1. WebMonster Care does not carry the commercial thirty-day money-back guarantee. The refund in section 2.3 is separate from that guarantee. Statutory withdrawal, conformity and refund rights set out in the general terms remain unaffected.

10.2. If a consumer asks for work to start during the statutory withdrawal period, WebMonster will obtain their express request. Activation, initial configuration or the first update do not amount to full performance of an ongoing service. If the consumer subsequently withdraws, only the proportion actually provided may be charged, where the legal requirements are met, under section 9 of the general terms.

10.3. WebMonster Care does not provide SLA credits for updates, malware removal, backups or support times. Hosting retains its Service level agreement, without adding the WebMonster Care fee to its compensation basis. Liability, its limits and complaints are governed by the general terms; SLA exclusions do not remove WebMonster Care’s own obligations.

10.4. Access to personal data for updates, checks, security, backups and restorations is governed by the Data processing agreement. Patchstack is involved in the included protection functions, subject to applicable sub-processing and transfer terms. Storing additional backups in the European Union does not mean all processing by external tools takes place there.

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