Pixeldev Care terms

1. 01Who we are

   Pixeldev Care is a website support service run by Pixeldev (ABN 37 173 967 093), a development studio in Melbourne, Victoria. In these terms, “we” and “us” means Pixeldev, and “you” means the person or business signing up for a plan.

   By signing up, you agree to these terms. If you're signing up on behalf of a business, you confirm you're allowed to bind it to them and to give us access to its website.

2. 02Plans and prices

   Every plan is billed monthly in Australian dollars, including GST. There is no setup fee and no minimum term.

   • Care: $100 a month, 1 site
   • Care Plus: $200 a month, up to 3 sites
   • Studio: $400 a month, up to 10 sites
   • Extra sites beyond your plan: $35 a month each, on any plan

   What each plan includes is listed on the pricing section of this website at the time you sign up.

3. 03The site review and your first charge

   After you sign up and give us access, we review your site and send you a list of what's out of date, exposed, slow or broken. Your first charge only goes through once you've seen that list. If you decide not to go ahead, tell us and you won't be charged.

   If the review finds your site is already hacked or seriously broken, it needs a cleanup before a plan can cover it. We'll quote that cleanup as a one-off job at the member rate. Once the site is clean and backed up, anything that happens from then on is covered by your plan.

4. 04Billing

   Payment is by card or bank debit, handled by Stripe. We never see or store your full card number. After your first charge, your plan renews and is charged every month on the same date until you cancel.

   If a payment fails, we'll let you know and try again. If it still hasn't gone through after 14 days, we may pause work on new requests until it's sorted. Monitoring and backups keep running in the meantime.

   We'll give you at least 30 days' notice by email before changing the price of your plan. You can cancel before the new price applies.

5. 05Requests

   A request is one thing you'd normally pay a web developer to do to an existing site: change the hours, fix a form, add a page, swap a photo, update a menu, work out why the site is slow. You can send as many as you like, by any channel you chose when you signed up.

   We work through requests in the order they arrive. Care and Care Plus work on one request at a time, Studio on two. Our turnaround targets for each request are:

   • Care: within 2 business days
   • Care Plus: the same business day
   • Studio: the same business day, with urgent fixes within hours

   Business days are Monday to Friday, excluding Victorian public holidays. A request that arrives late in the day may roll into the next one.

   If a request would take more than a couple of hours, we'll tell you before starting and either split it into several requests or quote it.

6. 06What isn't a request

   These are quoted separately, at a member rate, with a fixed price agreed before any work starts:

   • a redesign or a brand new site
   • a new feature or integration
   • a migration (other than moving to our local servers, below)
   • bulk product uploads
   • writing the copy for your site

   We won't start quoted work, or charge for it, until you've said yes to the quote.

7. 07Ongoing care

   On every plan we keep your platform, themes and plugins updated and tested, take off-site backups every night, monitor uptime around the clock and handle security, including malware cleanup. We also look after your hosting account wherever it is: renewals, PHP versions, SSL and the support tickets.

   Care Plus and Studio add speed and search upkeep, AI search visibility work and a monthly visibility check. Studio adds a quarterly visibility report and a quarterly review across every site.

   Every change starts with a backup. Updates are tested on a copy of the site first where your platform allows it.

8. 08Search and AI visibility

   We'll mark up your site, keep your business details consistent, write pages that answer the questions your customers ask and check each month whether you're being named. We can't control what Google or any AI assistant chooses to show, so we don't guarantee any ranking, position or mention.

9. 09If something goes wrong

   If your site is hacked while it's on a plan, we'll clean it up and restore it as part of the plan.

   If our work causes a problem, we'll roll it back or fix it at no charge, ahead of everything else in the queue.

10. 10Access and approvals

    You give us access by adding us as a user on your site and hosting, or by sending your logins through a one-time link that deletes them once opened. We never ask for passwords by email or in a form. Our access address is [email protected]. If you add us as a user, you can see what we do and remove our access at any time.

    When you sign up you choose how much you want to be asked before a change goes live. We'll follow that choice, and any standing rules you give us about things we should never touch.

11. 11Your part

    We need you to:

    • give us accurate information and working access
    • only send content, images and material you have the right to use
    • keep paying your own hosting, domain and any paid plugin or theme licences, unless we've agreed otherwise
    • tell us if someone else makes changes to the site, so we don't undo them

    If a problem is caused by changes someone else makes while you're on a plan, fixing it counts as a request.

12. 12Hosting

    You don't have to move hosting. If you'd like to, we can move your site to our local servers, priced separately and agreed before the move. The move itself is done as part of your plan, with no downtime planned. It's an option, never a condition of a plan.

13. 13Who owns what

    You own your domain, your hosting account, your logins, your content and your files, and you own the work we do on your site once it's paid for. We don't hold anything back if you leave.

14. 14Changing plans

    You can move to a different plan by emailing us. The new price applies from your next monthly charge.

15. 15Cancelling

    Plans are month to month. Cancel by emailing [email protected]. There's no notice period and no exit fee. Your plan runs to the end of the month you've paid for and isn't charged again.

    When you leave, you keep every login and file, and we send you notes on what we did so whoever takes over isn't starting blind. We'll remove our own access once you confirm the handover.

16. 16If we end the plan

    We can end a plan with 30 days' written notice for any reason, or straight away if payments are more than 30 days overdue or the site is used for anything unlawful. Either way you'll get the same handover as if you'd cancelled.

17. 17Liability

    Our services come with guarantees that can't be excluded under the Australian Consumer Law. Nothing in these terms limits those rights.

    Beyond those guarantees, and as far as the law allows, our total liability to you for any claim is limited to the fees you paid us in the three months before the claim arose. We aren't liable for indirect or consequential loss, such as lost profits or lost data, where the loss comes from something outside our control, including your host, a third-party plugin or platform, or changes made by someone other than us.

18. 18Privacy

    We only use your details to set up and run your plan. Our privacy policy explains how we handle personal information.

19. 19Changes to these terms

    If we change these terms, we'll email you at least 30 days before the changes apply. If you don't agree with them, you can cancel before they take effect.

20. 20Law and disputes

    These terms are governed by the laws of Victoria, Australia. If something goes wrong, email us first and we'll try to sort it out directly.

Questions about any of this? Email [email protected].