{"id":625,"date":"2026-09-17T19:18:28","date_gmt":"2026-09-17T17:18:28","guid":{"rendered":"https:\/\/www.webmonster.io\/webmonster-pros-terms\/"},"modified":"2026-11-04T13:16:36","modified_gmt":"2026-11-04T12:16:36","slug":"webmonster-pros-terms","status":"publish","type":"page","link":"https:\/\/www.webmonster.io\/en\/webmonster-pros-terms\/","title":{"rendered":"Specific terms for WebMonster Pros"},"content":{"rendered":"\n<div class=\"wp-block-group alignfull wm-legal-page wm-section wm-legal-page--explained has-purple-bg-3-background-color has-background has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group alignwide wm-legal-layout wm-legal-layout--explained is-layout-flow wp-block-group-is-layout-flow\">\n<aside class=\"wm-legal-sidebar wm-panel-soft\">\n\t<nav class=\"wm-legal-nav\" aria-label=\"Legal pages\">\n\t\t<details class=\"wm-legal-nav__disclosure\" data-wm-legal-nav-disclosure open>\n\t\t\t<summary class=\"wm-legal-nav__title\">Legal pages<\/summary>\n\t\t\t<div class=\"wm-legal-nav__groups\">\n\t\t\t\t\t\t\t<div class=\"wm-legal-nav__group wm-legal-nav__group--information\">\n\t\t\t\t\t<p class=\"wm-section-kicker wm-legal-nav__group-title\">Legal information<\/p>\n\t\t\t\t\t<ul class=\"wm-legal-nav__list\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a class=\"wm-legal-nav__link\" href=\"https:\/\/www.webmonster.io\/en\/legal-notice\/\">Legal notice<\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a class=\"wm-legal-nav__link\" href=\"https:\/\/www.webmonster.io\/en\/terms-and-conditions\/\">General terms and conditions<\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"wm-legal-nav__group wm-legal-nav__group--privacy\">\n\t\t\t\t\t<p class=\"wm-section-kicker wm-legal-nav__group-title\">Privacy<\/p>\n\t\t\t\t\t<ul class=\"wm-legal-nav__list\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a class=\"wm-legal-nav__link\" href=\"https:\/\/www.webmonster.io\/en\/privacy-policy\/\">Privacy policy<\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a class=\"wm-legal-nav__link\" href=\"https:\/\/www.webmonster.io\/en\/cookie-policy\/\">Cookie policy<\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a class=\"wm-legal-nav__link\" href=\"https:\/\/www.webmonster.io\/en\/data-processing-agreement\/\">Data processing agreement<\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"wm-legal-nav__group wm-legal-nav__group--service\">\n\t\t\t\t\t<p class=\"wm-section-kicker wm-legal-nav__group-title\">Service terms<\/p>\n\t\t\t\t\t<ul class=\"wm-legal-nav__list\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a class=\"wm-legal-nav__link\" href=\"https:\/\/www.webmonster.io\/en\/hosting-terms\/\">Hosting terms<\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a class=\"wm-legal-nav__link\" href=\"https:\/\/www.webmonster.io\/en\/domain-terms\/\">Domain terms<\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a class=\"wm-legal-nav__link\" href=\"https:\/\/www.webmonster.io\/en\/email-terms\/\">Email terms<\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a class=\"wm-legal-nav__link\" href=\"https:\/\/www.webmonster.io\/en\/webmonster-care-terms\/\">WebMonster Care terms<\/a><\/li>\n<li><a class=\"wm-legal-nav__link\" href=\"https:\/\/www.webmonster.io\/en\/webmonster-managed-terms\/\">WebMonster Managed terms<\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a class=\"wm-legal-nav__link\" href=\"https:\/\/www.webmonster.io\/en\/webmonster-pros-terms\/\">WebMonster Pros terms<\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a class=\"wm-legal-nav__link\" href=\"https:\/\/www.webmonster.io\/en\/service-level-agreement\/\">Service level agreement (SLA)<\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"wm-legal-nav__group wm-legal-nav__group--partners\">\n\t\t\t\t\t<p class=\"wm-section-kicker wm-legal-nav__group-title\">Partners<\/p>\n\t\t\t\t\t<ul class=\"wm-legal-nav__list\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a class=\"wm-legal-nav__link\" href=\"https:\/\/www.webmonster.io\/en\/partners-terms\/\">Partners and Recommend WebMonster<\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"wm-legal-nav__group wm-legal-nav__group--accessibility\">\n\t\t\t\t\t<p class=\"wm-section-kicker wm-legal-nav__group-title\">Accessibility<\/p>\n\t\t\t\t\t<ul class=\"wm-legal-nav__list\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a class=\"wm-legal-nav__link\" href=\"https:\/\/www.webmonster.io\/en\/accessibility-statement\/\">Accessibility statement<\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t<\/details>\n\t<\/nav>\n<\/aside>\n\n\n\n<div class=\"wp-block-group wm-legal-content wm-legal-content--explained is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group wm-legal-document__heading is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"wm-section-kicker wp-block-paragraph\">Service terms<\/p>\n\n\n\n<h1 class=\"wp-block-heading\">Specific terms for WebMonster Pros<\/h1>\n<\/div>\n\n\n\n<div class=\"wp-block-group wm-legal-document is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wm-panel-soft wm-legal-document__surface\" aria-hidden=\"true\"><\/div>\n\n\n\n<section class=\"wp-block-group wm-legal-section is-layout-flow wp-block-group-is-layout-flow\">\n<aside class=\"wm-legal-explainer wm-legal-explainer--intro\" aria-labelledby=\"pros-intro-title\">\n    <img class=\"wm-legal-explainer__monster\" src=\"https:\/\/www.webmonster.io\/wp-content\/themes\/webmonster\/assets\/illustrations\/monstruo-legales.png\" width=\"1536\" height=\"1024\" alt=\"\" decoding=\"async\">\n    <div class=\"wm-panel-soft wm-legal-explainer__card\">\n        <p class=\"wm-section-kicker\">In plain English<\/p>\n        <h2 id=\"pros-intro-title\">Technical help for specific tasks<\/h2>\n        <p>WebMonster Pros lets you purchase support, consulting and development through hour packages or a one-off consultation. Here we explain how we agree the work, count the time and handle unused hours.<\/p>\n    <\/div>\n<\/aside>\n\n\n\n<div class=\"wp-block-group wm-legal-section__text has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<h2 class=\"wp-block-heading\">1. Purpose and options<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>1.1.<\/strong> 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 <a href=\"https:\/\/www.webmonster.io\/en\/terms-and-conditions\/\">General terms and conditions<\/a>, the order and the scope agreed for each task.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>1.2.<\/strong> 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>1.3.<\/strong> 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>1.4.<\/strong> 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.<\/p>\n\n<\/div>\n\n\n\n<aside class=\"wm-panel-soft wm-legal-explainer wm-legal-explainer--summary\" aria-labelledby=\"pros-summary-1\">\n    <p class=\"wm-section-kicker wm-legal-explainer__label\"><img src=\"https:\/\/www.webmonster.io\/wp-content\/themes\/webmonster\/assets\/illustrations\/bocadillo-con-cuernos.png\" width=\"1254\" height=\"1254\" alt=\"\" loading=\"lazy\" decoding=\"async\">In short<\/p>\n    <h3 id=\"pros-summary-1\">1. What Pros is for<\/h3>\n    <p>You can buy an hour package even if your website isn&#8217;t hosted with us. The One-off Consultation is only available to WordPress Cloud Hosting and Business Cloud Hosting customers.<\/p>\n    <p>Pros is for specific tasks, not ongoing maintenance or monitoring. We won&#8217;t charge under Pros for work already included in another service or for correcting our own mistakes.<\/p>\n<\/aside>\n<\/section>\n\n\n\n<section class=\"wp-block-group wm-legal-section is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group wm-legal-section__text has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<h2 class=\"wp-block-heading\">2. Purchasing and using hour packages<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>2.1.<\/strong> 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>2.2.<\/strong> 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>2.3.<\/strong> The package belongs to the named Customer and may be used across several of that Customer&#8217;s websites. It may not be transferred to another person or company without WebMonster&#8217;s written agreement.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>2.4.<\/strong> 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.<\/p>\n\n<\/div>\n\n\n\n<aside class=\"wm-panel-soft wm-legal-explainer wm-legal-explainer--summary\" aria-labelledby=\"pros-summary-2\">\n    <p class=\"wm-section-kicker wm-legal-explainer__label\"><img src=\"https:\/\/www.webmonster.io\/wp-content\/themes\/webmonster\/assets\/illustrations\/bocadillo-con-cuernos.png\" width=\"1254\" height=\"1254\" alt=\"\" loading=\"lazy\" decoding=\"async\">In short<\/p>\n    <h3 id=\"pros-summary-2\">2. How hour packages work<\/h3>\n    <p>You buy hours in advance and can use them across your websites. Having hours available doesn&#8217;t guarantee immediate attention or that they&#8217;ll cover any project to completion.<\/p>\n    <p>When you run out, we don&#8217;t automatically buy another package. New prices don&#8217;t reduce the hours you&#8217;ve already purchased either.<\/p>\n<\/aside>\n<\/section>\n\n\n\n<section class=\"wp-block-group wm-legal-section is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group wm-legal-section__text has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<h2 class=\"wp-block-heading\">3. Requesting and carrying out tasks<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>3.1.<\/strong> 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>3.2.<\/strong> 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>3.3.<\/strong> In external environments, work depends on the provider&#8217;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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>3.4.<\/strong> 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.<\/p>\n\n<\/div>\n\n\n\n<aside class=\"wm-panel-soft wm-legal-explainer wm-legal-explainer--summary\" aria-labelledby=\"pros-summary-3\">\n    <p class=\"wm-section-kicker wm-legal-explainer__label\"><img src=\"https:\/\/www.webmonster.io\/wp-content\/themes\/webmonster\/assets\/illustrations\/bocadillo-con-cuernos.png\" width=\"1254\" height=\"1254\" alt=\"\" loading=\"lazy\" decoding=\"async\">In short<\/p>\n    <h3 id=\"pros-summary-3\">3. Before work starts<\/h3>\n    <p>You explain what you need and we confirm the scope and, where possible, a time estimate. That initial assessment doesn&#8217;t use hours. An authorised technical diagnosis can, even if it doesn&#8217;t resolve the problem.<\/p>\n    <p>You can ask us to stop: we&#8217;ll count the work done under the time-counting rules, not the future hours planned. Changes that could delete data or interrupt service need your permission.<\/p>\n<\/aside>\n<\/section>\n\n\n\n<section class=\"wp-block-group wm-legal-section is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group wm-legal-section__text has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<h2 class=\"wp-block-heading\">4. Counting and recording hours<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>4.1.<\/strong> 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>4.2.<\/strong> 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>4.3.<\/strong> Billing administration and correction of errors attributable to WebMonster&#8217;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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>4.4.<\/strong> 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.<\/p>\n\n<\/div>\n\n\n\n<aside class=\"wm-panel-soft wm-legal-explainer wm-legal-explainer--summary\" aria-labelledby=\"pros-summary-4\">\n    <p class=\"wm-section-kicker wm-legal-explainer__label\"><img src=\"https:\/\/www.webmonster.io\/wp-content\/themes\/webmonster\/assets\/illustrations\/bocadillo-con-cuernos.png\" width=\"1254\" height=\"1254\" alt=\"\" loading=\"lazy\" decoding=\"async\">In short<\/p>\n    <h3 id=\"pros-summary-4\">4. How we count time<\/h3>\n    <p>We count the necessary analysis, work, testing and technical communication. We add up each task&#8217;s time and round up to 30-minute blocks, or 15-minute blocks for a website with active Managed service.<\/p>\n    <p>For example, 40 minutes uses one hour from your package, or 45 minutes if that website has Managed.<\/p>\n    <p>You can view tasks and deducted time in the customer area. Fixing errors in our work doesn&#8217;t use your hours.<\/p>\n<\/aside>\n<\/section>\n\n\n\n<section class=\"wp-block-group wm-legal-section is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group wm-legal-section__text has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<h2 class=\"wp-block-heading\">5. WebMonster Pros One-off Consultation<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>5.1.<\/strong> 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>5.2.<\/strong> 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>5.3.<\/strong> 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>5.4.<\/strong> 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>5.5.<\/strong> 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.<\/p>\n\n<\/div>\n\n\n\n<aside class=\"wm-panel-soft wm-legal-explainer wm-legal-explainer--summary\" aria-labelledby=\"pros-summary-5\">\n    <p class=\"wm-section-kicker wm-legal-explainer__label\"><img src=\"https:\/\/www.webmonster.io\/wp-content\/themes\/webmonster\/assets\/illustrations\/bocadillo-con-cuernos.png\" width=\"1254\" height=\"1254\" alt=\"\" loading=\"lazy\" decoding=\"async\">In short<\/p>\n    <h3 id=\"pros-summary-5\">5. A consultation without buying an hour package<\/h3>\n    <p>For WordPress Cloud Hosting and Business Cloud Hosting customers, we may offer a brief intervention with an agreed scope and price. It isn&#8217;t unlimited support until any problem is resolved.<\/p>\n    <p>If you continue the same work with an hour package, we deduct the consultation payment from its price and time already worked from its hours. We&#8217;ll tell you what remains of both before you agree.<\/p>\n<\/aside>\n<\/section>\n\n\n\n<section class=\"wp-block-group wm-legal-section is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group wm-legal-section__text has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<h2 class=\"wp-block-heading\">6. Scheduling, priorities and urgent work<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>6.1.<\/strong> 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>6.2.<\/strong> Normal hours are Monday to Friday, 09:00\u201317:00 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&#8217;s availability. Submitting a request outside normal hours does not mean requesting or accepting a surcharge.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>6.3.<\/strong> 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>6.4.<\/strong> 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>6.5.<\/strong> 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&#8217;s scope.<\/p>\n\n<\/div>\n\n\n\n<aside class=\"wm-panel-soft wm-legal-explainer wm-legal-explainer--summary\" aria-labelledby=\"pros-summary-6\">\n    <p class=\"wm-section-kicker wm-legal-explainer__label\"><img src=\"https:\/\/www.webmonster.io\/wp-content\/themes\/webmonster\/assets\/illustrations\/bocadillo-con-cuernos.png\" width=\"1254\" height=\"1254\" alt=\"\" loading=\"lazy\" decoding=\"async\">In short<\/p>\n    <h3 id=\"pros-summary-6\">6. Priorities and urgent work<\/h3>\n    <p>Tasks are organised by availability and scope, prioritising Managed websites, then other websites hosted with WebMonster, then external websites. The one-to-two-working-day guide for attending to requests doesn&#8217;t guarantee resolution within that time.<\/p>\n    <p>Urgent and out-of-hours work requires express acceptance. With an hour package, it uses twice the already-rounded time, with a final minimum of one hour per task. We&#8217;ll explain this first: sending a support request at night doesn&#8217;t accept a surcharge.<\/p>\n    <p>Emergencies already included in Managed don&#8217;t carry this Pros surcharge.<\/p>\n<\/aside>\n<\/section>\n\n\n\n<section class=\"wp-block-group wm-legal-section is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group wm-legal-section__text has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<h2 class=\"wp-block-heading\">7. Validity and unused hours<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>7.1.<\/strong> 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>7.2.<\/strong> Tasks accepted before expiry may be completed afterwards using the hours authorised for them where their scheduling requires it.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>7.3.<\/strong> 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>7.4.<\/strong> 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.<\/p>\n\n<\/div>\n\n\n\n<aside class=\"wm-panel-soft wm-legal-explainer wm-legal-explainer--summary\" aria-labelledby=\"pros-summary-7\">\n    <p class=\"wm-section-kicker wm-legal-explainer__label\"><img src=\"https:\/\/www.webmonster.io\/wp-content\/themes\/webmonster\/assets\/illustrations\/bocadillo-con-cuernos.png\" width=\"1254\" height=\"1254\" alt=\"\" loading=\"lazy\" decoding=\"async\">In short<\/p>\n    <h3 id=\"pros-summary-7\">7. When hours expire<\/h3>\n    <p>Each package expires two years after purchase. Buying another doesn&#8217;t extend that period. Tasks accepted in time may finish afterwards if scheduling requires it.<\/p>\n    <p>Cancelling hosting or Managed doesn&#8217;t cancel the package, although Managed benefits end when Managed is deactivated.<\/p>\n    <p>Choosing not to use your hours doesn&#8217;t automatically entitle you to a refund. If we permanently become unable to provide the service, we&#8217;ll refund the amount for hours not provided.<\/p>\n<\/aside>\n<\/section>\n\n\n\n<section class=\"wp-block-group wm-legal-section is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group wm-legal-section__text has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<h2 class=\"wp-block-heading\">8. Withdrawal and guarantee<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>8.1.<\/strong> 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>8.2.<\/strong> 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>8.3.<\/strong> 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.<\/p>\n\n<\/div>\n\n\n\n<aside class=\"wm-panel-soft wm-legal-explainer wm-legal-explainer--summary\" aria-labelledby=\"pros-summary-8\">\n    <p class=\"wm-section-kicker wm-legal-explainer__label\"><img src=\"https:\/\/www.webmonster.io\/wp-content\/themes\/webmonster\/assets\/illustrations\/bocadillo-con-cuernos.png\" width=\"1254\" height=\"1254\" alt=\"\" loading=\"lazy\" decoding=\"async\">In short<\/p>\n    <h3 id=\"pros-summary-8\">8. Refunds and withdrawal<\/h3>\n    <p>Pros doesn&#8217;t carry the commercial 30-day money-back guarantee.<\/p>\n    <p>Buying or activating a package doesn&#8217;t mean you&#8217;ve used it or automatically lost those rights. If you purchase as a consumer and ask us to start during the withdrawal period, you may have to pay for work already done if you later withdraw, subject to the legal requirements.<\/p>\n<\/aside>\n<\/section>\n\n\n\n<section class=\"wp-block-group wm-legal-section is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group wm-legal-section__text has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<h2 class=\"wp-block-heading\">9. Deliverables, licences and data<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>9.1.<\/strong> 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>9.2.<\/strong> The Customer must hold the rights and authorisations necessary to commission work on their own or a third party&#8217;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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>9.3.<\/strong> Access and data will be used confidentially only for the work and legally necessary actions. Where WebMonster processes personal data on the Customer&#8217;s behalf, the <a href=\"https:\/\/www.webmonster.io\/en\/data-processing-agreement\/\">Data processing agreement<\/a> applies, including the treatment of working copies on completion.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>9.4.<\/strong> 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.<\/p>\n\n<\/div>\n\n\n\n<aside class=\"wm-panel-soft wm-legal-explainer wm-legal-explainer--summary\" aria-labelledby=\"pros-summary-9\">\n    <p class=\"wm-section-kicker wm-legal-explainer__label\"><img src=\"https:\/\/www.webmonster.io\/wp-content\/themes\/webmonster\/assets\/illustrations\/bocadillo-con-cuernos.png\" width=\"1254\" height=\"1254\" alt=\"\" loading=\"lazy\" decoding=\"async\">In short<\/p>\n    <h3 id=\"pros-summary-9\">9. What you receive and how we use your access<\/h3>\n    <p>We&#8217;ll explain the work done and deliver the agreed results. We&#8217;ll use your access and data confidentially, only for the work and legally necessary actions.<\/p>\n    <p>Having hours available doesn&#8217;t authorise us to buy plugins, licences or other services on your behalf without permission.<\/p>\n    <p>Fixing our own mistake doesn&#8217;t use more hours. Adding features or changing what we agreed may be a new task.<\/p>\n<\/aside>\n<\/section>\n\n\n\n<p class=\"has-text-align-right wm-legal-version wp-block-paragraph\">VERSION: 26-2<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Legal pages Legal information Legal notice General terms and conditions Privacy Privacy policy Cookie policy Data processing agreement Service terms Hosting terms Domain terms Email terms WebMonster Care terms WebMonster Managed terms WebMonster Pros terms Service level agreement (SLA) Partners Partners and Recommend WebMonster Accessibility Accessibility statement Service terms Specific terms for WebMonster Pros In [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"no-title","meta":{"footnotes":""},"class_list":["post-625","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.webmonster.io\/en\/wp-json\/wp\/v2\/pages\/625","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.webmonster.io\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.webmonster.io\/en\/wp-json\/wp\/v2\/types\/page"}],"replies":[{"embeddable":true,"href":"https:\/\/www.webmonster.io\/en\/wp-json\/wp\/v2\/comments?post=625"}],"version-history":[{"count":0,"href":"https:\/\/www.webmonster.io\/en\/wp-json\/wp\/v2\/pages\/625\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.webmonster.io\/en\/wp-json\/wp\/v2\/media?parent=625"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}