Specific terms for WebMonster Pros

1. Purpose and options

1.1. WebMonster Pros provides one-off technical support, consulting and web development through hour packages or a WebMonster Pros One-off Consultation. These terms supplement the General terms and conditions, the order and the scope agreed for each task.

1.2. Hour packages may be purchased even if the Customer has no hosting or other WebMonster service. The WebMonster Pros One-off Consultation is available exclusively to WordPress Cloud Hosting (WCH) or Business Cloud Hosting (BCH) customers, for the website covered by that service.

1.3. Pros covers specific tasks such as design adjustments, plugin configuration, troubleshooting, code changes and technical work on WordPress, systems, DNS or email. Large projects, new platforms or work requiring its own specification and coordination will be assessed through a separate quote.

1.4. Pros does not include ongoing management, monitoring or permanent support. Work already included in hosting, email, Managed or Care will not be charged again as Pros. Nor will hours be deducted to remedy breaches attributable to WebMonster.

2. Purchasing and using hour packages

2.1. The hours and price of a package are those displayed and accepted at purchase. Payment is made in advance using the available methods. The total including applicable taxes will be shown before confirmation.

2.2. Hours form a balance of technical work consumed by accepted tasks. Buying a package does not guarantee that any project can be completed within that balance or reserve immediate assistance.

2.3. The package belongs to the named Customer and may be used across several of that Customer’s websites. It may not be transferred to another person or company without WebMonster’s written agreement.

2.4. Buying another package does not renew an earlier one or change its terms. Packages or top-ups are not purchased automatically when the balance runs out. New rates apply to new purchases and do not reduce hours already bought.

3. Requesting and carrying out tasks

3.1. The Customer will describe the request and provide necessary access, materials and authorisations. WebMonster will confirm whether it falls within Pros and define its scope, known limitations and, where possible, an estimate of the time required. The initial commercial assessment does not consume hours.

3.2. The Customer may ask for a task to stop. Work actually carried out until the request is acted upon will be counted under the time-counting rules, and WebMonster will leave the work in a safe state where necessary. Future hours will not be charged merely because they were planned.

3.3. In external environments, work depends on the provider’s permissions and technical capabilities. WebMonster may state before starting that a task is unfeasible or needs another solution. If an impediment emerges during authorised diagnosis, it will explain the work performed, time consumed and available options, without promising to resolve every problem.

3.4. Changes that may interrupt service, overwrite data or alter significant functionality will be communicated in advance and require authorisation. Appropriate backups and precautions will be coordinated for the work. Recoverable backups at an external provider will not be assumed to exist.

4. Counting and recording hours

4.1. Time spent on analysis, execution, testing and technical communication reasonably necessary for the authorised task is counted. The ordinary minimum per task is thirty minutes. For work on a website with an active Managed subscription, the minimum is fifteen minutes. That benefit does not extend to other websites merely because the Customer has Managed on one of them.

4.2. Total time worked on each task is rounded up to full thirty-minute blocks, or fifteen-minute blocks for the website covered by Managed. No additional block is added where time exactly matches a block. For example, forty minutes of work uses one hour ordinarily, or forty-five minutes on a Managed website. Analysis, execution and testing phases of the same task are added together before rounding.

4.3. Billing administration and correction of errors attributable to WebMonster’s own work do not consume hours. Authorised investigation may consume time even if it establishes that another solution or third-party involvement is needed.

4.4. WebMonster will keep a record of tasks and time deducted, available to the Customer in the customer area. Accepted urgency surcharges will be identified as such in the record of hours used.

5. WebMonster Pros One-off Consultation

5.1. WebMonster may offer this consultation to WCH or BCH customers for a small issue or change beyond standard hosting support. No hour package is required. The specific scope and total tax-inclusive price will be stated before purchase.

5.2. The consultation is a defined, specific intervention, not an hour package or unlimited support until any problem is resolved. It will be specified whether it covers a diagnosis, a particular action or achievement of a result. If more time or development is needed, WebMonster will explain this and propose an hour package before undertaking additional paid work.

5.3. If the Customer buys a package to continue that same intervention, the amount already paid for the consultation is deducted from the package price, and time already worked is deducted from its hours without being counted twice. The remaining payment and available hour balance will be stated before acceptance.

5.4. The Customer may decline to continue through a package. WebMonster will communicate the work done and its outcome; any refund due will be determined by the service purchased, its performance and applicable statutory rights. Proposing a package does not, by itself, turn an unfulfilled service into a properly completed consultation.

5.5. This option is not offered separately to Managed customers. Support and small adjustments included in their plan apply; work beyond that scope may be purchased through a Pros hour package.

6. Scheduling, priorities and urgent work

6.1. Tasks are scheduled according to availability and scope. As a guide, WebMonster will endeavour to attend to ordinary requests within one to two working days; this is not a guaranteed resolution deadline. Tasks for websites covered by Managed take priority, followed by websites hosted with WebMonster, then external projects.

6.2. Normal hours are Monday to Friday, 09:00–17:00 mainland Spain time, excluding public holidays in Madrid. Urgent work starting within four hours or less, or work outside normal hours, may be requested. Acceptance depends on WebMonster’s availability. Submitting a request outside normal hours does not mean requesting or accepting a surcharge.

6.3. Where urgent or out-of-hours work charged to a package is expressly accepted, section 4.2 rounding is applied first, then twice that time is deducted, with a minimum final deduction of one hour per task. The minimum refers to the final deduction, not one working hour to be doubled again. For example, an urgent twenty-minute task consumes one hour both ordinarily and on a Managed website. The surcharge and authorised consumption will be communicated before starting. Urgency and out-of-hours surcharges are not applied cumulatively.

6.4. If urgent work without a package is accepted, WebMonster will state in advance its price, the actions or time included, and the cost of any continuation, with applicable taxes. Payment is in advance under the accepted quote. Additional paid work will not start without authorisation.

6.5. Incidents and emergencies included in Managed follow their own support arrangements without the Pros surcharge. A Pros task concerning a Managed website does not become included if it exceeds Managed’s scope.

7. Validity and unused hours

7.1. Hours in each package expire two years after purchase. Buying another package does not extend that period. The Customer may view the expiry date and remaining balance in the customer area or request them through support.

7.2. Tasks accepted before expiry may be completed afterwards using the hours authorised for them where their scheduling requires it.

7.3. Cancellation of hosting, Managed or another service does not itself cancel the package. Remaining hours may be used within their validity and scope, with the necessary access. Managed benefits apply only while Managed remains active on the relevant website.

7.4. Except for withdrawal, breach and other statutory or expressly agreed cases, the balance is not refundable merely because the Customer decides not to use it. If WebMonster permanently becomes unable to provide the purchased service, the amount corresponding to unprovided hours will be settled and refunded, without requiring purchase of another service instead.

8. Withdrawal and guarantee

8.1. Pros does not carry the commercial thirty-day money-back guarantee in the general terms. Statutory withdrawal, conformity and refund rights set out in those terms remain unaffected.

8.2. A Customer acting as a non-business consumer has the right of withdrawal under the general terms. Their express request will be obtained before work starts during that period. If they subsequently withdraw, only the proportion actually provided may be charged where the statutory requirements have been met; no penalty will be applied for exercising that right.

8.3. Purchasing or activating a package does not mean the entire service has been performed or automatically remove the right of withdrawal. Loss of that right following full performance requires the consent and information prescribed by law. Contractual expiry also does not remove rights arising from breach.

9. Deliverables, licences and data

9.1. WebMonster will explain the work performed and deliver the agreed results. The Customer retains rights in their own materials. WebMonster tools and third-party components retain their respective ownership and licences.

9.2. The Customer must hold the rights and authorisations necessary to commission work on their own or a third party’s project. Licences, subscriptions and external expenses not included in the engagement require prior information and acceptance; having available hours does not authorise their purchase.

9.3. Access and data will be used confidentially only for the work and legally necessary actions. Where WebMonster processes personal data on the Customer’s behalf, the Data processing agreement applies, including the treatment of working copies on completion.

9.4. Corrections required because of WebMonster errors do not consume extra hours. Scope changes, new requirements and later incidents unrelated to the intervention are assessed as new tasks. Liability, complaints and other rights are governed by the general terms.