Who we are and what this agreement covers
Gecko Care is provided by Gecko Web Solutions Ltd, company number 07972756, registered in England and Wales. Our registered office is 15 Neptune Court, Vanguard Way, Cardiff, Wales, CF24 5PJ. In these terms, “Gecko”, “we” and “us” mean that company; “you” means the customer named in the order.
For support, cancellations and complaints, contact [email protected].
These terms apply to new Care agreements from the effective date above. Existing customer agreements and previously retained archives are not changed by publication of this page; any transition will be communicated and agreed or notified under the applicable existing agreement.
Gecko Care combines managed WordPress hosting, website maintenance and ongoing support. These terms, the plan and add-ons selected at checkout, and any expressly agreed written service variation form your agreement. A specific written variation takes precedence for the point it changes; otherwise these terms apply alongside the selected plan description. We will not substitute a different plan or charge for extra work without agreement.
Care plans are available for business, charity, organisation, personal and hobby WordPress websites, subject to our onboarding review. You confirm that you own the website or are authorised to order for its owner. Nothing in this agreement removes rights that the law does not allow us to exclude.
Ordering, onboarding and your subscription
Your subscription starts and the first payment is taken when you sign up through Stripe. Payment is required before booking your migration day and before migration takes place. Your first monthly service period includes onboarding and migration preparation; it does not mean the website has already moved. Payments renew monthly on the billing schedule shown at checkout until cancellation takes effect.
After you subscribe, we contact you to organise access, review the existing setup and agree the migration timing. We do not transfer your website immediately or cancel your existing hosting for you. Keep the existing service active until we confirm the move and checks are complete.
If you are unsure whether your website is suitable or which plan you need, book an onboarding call before subscribing.
If you subscribe and, during onboarding, we decide we cannot take on your website, we will cancel the subscription and refund your initial payment in full, no questions asked. The same applies if we say a different price is needed and you do not want to proceed. We will not deduct onboarding or migration-preparation costs from this refund or charge a revised price without your agreement.
What is included
Your chosen plan sets the scope. Each Care plan covers one WordPress website. You can purchase plans for more than one website. Contact us before ordering if you would like multi-site pricing or annual payment; we will confirm the scope, price and applicable billing terms in writing before you pay.
Every Care plan includes managed hosting and SSL, safe WordPress core/plugin/theme updates with post-update checks, daily backups and restoration assistance, uptime and security monitoring, weekly broken-link scans, monthly reports, Cloudflare setup, Google Analytics and Search Console setup, migration to Gecko, and expert advice and minor website changes within the monthly allowance.
- Essential Care: one hour of expert support and minor changes per month.
- Supercharged Care: everything in Essential, two hours total per month, speed and image optimisation, ongoing performance monitoring and recommendations, Search Console monitoring and issue resolution, and domain renewal management.
- Commerce Care: everything in Supercharged, two hours total per month, plus WooCommerce maintenance, staging for high-risk updates, and cart, checkout, payment and order-email checks after significant updates.
The two-hour allowances are total allowances, not additions to the lower plan’s hours. Domain renewal management means helping administer renewal; registration and renewal fees are not included unless expressly stated in your order.
Support, allowances and separately quoted work
Included time is for advice, troubleshooting and minor content, layout or administration changes suitable for the existing website. Unused support time expires each month; it does not roll over or convert into cash. If a request would exceed your remaining allowance or falls outside your plan, we will provide a separate quote and obtain your approval before starting that work. We will not start separately chargeable work or incur additional charges on your behalf without your agreement.
Your monthly support allowance is for help, advice and minor changes you request. Routine work we already carry out as part of your plan, including hosting administration, scheduled maintenance, monitoring and backups, does not use up that allowance.
Major redesigns, new websites, substantial development, new integrations or ecommerce features, large content-entry projects, and specialist marketing or SEO campaigns require a separate scope and price. Included performance work is not an unlimited redevelopment commitment. Maintaining WooCommerce does not include building new shop functionality. Paid third-party licences and subscriptions are separate unless the order expressly includes them.
Send support requests by email or through our ticket system. We prioritise urgent issues, with an emergency contact line available when needed. For non-urgent requests, we aim to provide an initial response within one business day. Routine work is carried out during business hours, and completion time depends on the request.
Monitoring may operate continuously, but that does not mean a person is available 24 hours a day. Unless a separate service-level agreement says otherwise, no fixed response time, resolution time or uptime percentage is guaranteed.
Migration and the existing website
Migration to Gecko is included in every plan. We agree the transfer approach and timing, move the site, and check that the transferred website operates as expected. You authorise the access and DNS changes necessary for the agreed move.
You must have the right to move the website and provide the access, files, licences and cooperation needed from your current suppliers. DNS propagation, third-party restrictions and pre-existing faults can affect timing; we do not promise zero downtime or a fixed transfer date before assessing the work.
Migration is not a redesign or a promise to repair every existing issue. Compromised websites, non-WordPress platforms, unusually large systems and complex integrations should be discussed with us first. We will explain any separately scoped remediation or conversion work before charging for it. We will not turn an ordinary included migration into an undisclosed additional fee.
Website migration does not automatically move your email, transfer domain ownership or end an existing supplier contract. You remain responsible for cancelling services you no longer need after the move is confirmed.
Prices, payments and changes
For the current USD offer, monthly plan prices are Essential Care $99, Supercharged Care $149 and Commerce Care $199. Optional managed email is $7 per mailbox per month for 10GB storage. Your checkout and order record confirm your currency, selected services and recurring total, including any applicable tax shown before payment. We collect tax where legally required; a customer’s US location alone does not establish a tax exemption.
The advertised joining deadline determines eligibility for that offer. It is not an automatic price increase on that date or a first-year expiry. The agreed rate continues unless changed under this section; it is not a lifetime price guarantee. If we increase an ongoing price, we will give at least 60 days’ written notice. If you do not accept the increase, you may end the affected service before it takes effect without being required to pay the new price; the ordinary cancellation notice will not force you to pay the increased rate.
Payments are processed through Stripe. You authorise recurring charges for the agreed plan and add-ons and must keep your payment details current. Your bank may apply its own currency-conversion or other fees.
If a renewal payment fails, we will notify you and allow seven calendar days from the failed renewal payment to resolve it. We will send a reminder and a clear warning before suspension. If the payment remains unpaid at the end of those seven days, your account will be suspended. We will explain the steps needed for restoration. A failed payment does not itself cancel the subscription, and suspension is not permission to destroy customer data without the agreed end-of-service process.
Changes to plans or mailbox quantities must be agreed, including the effective date and any proportional charge or credit.
Email, domains and third-party services
Managed email is optional and charged for each mailbox. The managed email add-on includes migrating your existing emails to Gecko and helping you set up your email apps and devices. You must provide the access and cooperation needed for the transfer and setup. Website hosting can be moved to Gecko while your email stays with another provider. Support for a third-party email account that remains with another provider is not the same as managing that mailbox and may require an agreed scope.
You are responsible for lawful mailbox use and keeping within the purchased storage. Tell us promptly about suspected account compromise. We cannot guarantee delivery of every email: recipient filtering, reputation systems and external providers can affect delivery. Mailbox contents hosted on our server are included in the seven-day on-server backups. The 21-day off-server backups cover only the WordPress website, not email.
Domain registrations remain subject to the registrar’s rules and renewal deadlines. You are responsible for accurate registration details and paying applicable fees. Paying a renewal on your behalf does not by itself make Gecko the owner of your domain.
Third-party platforms, licences and services may change, become unavailable or end support. We will explain material effects we identify and any additional work needed. This does not remove our responsibility for delivering our own agreed services with reasonable skill and care.
Your responsibilities and acceptable use
Provide accurate contact and billing information, timely instructions and the access we need. Keep passwords secure, use multifactor authentication where available, and tell us about changes made by other developers or administrators that could affect the service.
You are responsible for your website content, products, customer communications, legal notices and rights to use supplied material. Do not use the service for unlawful activity, malware, phishing, unsolicited bulk email or infringement of others’ rights. Do not give us sensitive personal information or regulated data without first agreeing suitable processing and safeguards.
Hosting is for the agreed website workload, not unlimited storage or computing. If usage causes a material operational risk, we will explain the issue and discuss suitable limits, optimisation or an alternative plan. Urgent protective action may be necessary to keep systems safe.
Maintenance, security and backups
We use reasonable skill and care to maintain the website, apply appropriate updates and respond to identified issues. We may delay an update where compatibility or operational risk requires investigation or testing. Backups, monitoring and security measures reduce risk; they cannot prevent every failure, intrusion or loss.
Daily backups and restoration assistance are included. Restoring a backup can overwrite changes made after it was taken. We will explain material restoration choices where practicable. Keep independent copies of irreplaceable business records; a daily backup is not continuous transaction recovery.
On-server backups cover the website, database and mailbox contents held on our server and are retained for seven days. Off-server backups cover only the WordPress website, including its files and database, and are retained for 21 days; they do not include email. These are separate retention periods, not a combined retention window.
We do not exclude our legal responsibility simply because a backup fails or a third-party supplier is involved.
Ownership, confidentiality and personal data
You retain ownership of your content and data. Custom work created specifically for you transfers as agreed once paid for in full. Gecko retains its pre-existing tools, frameworks and reusable methods; third-party and open-source material remains subject to its own licences. You receive the rights needed to use the paid-for deliverable, subject to those licences.
Both parties must protect confidential information and share it only where needed to perform the agreement or comply with law. Information already public, independently developed or lawfully received without restriction is not confidential merely because it relates to the agreement.
Our Privacy Notice explains how we use customer and contact information for our own administration. Where we host or otherwise process personal data on your behalf, we provide a separate customer-specific data-processing schedule for agreement before that processing begins. That schedule forms part of your agreement only when separately agreed; publication of these Service Terms does not itself incorporate a draft schedule. Your customer database does not become Gecko’s marketing list.
Cancellation and handover
If you order as a consumer, any statutory cooling-off or cancellation right that applies to your order takes precedence over our ordinary notice and no-partial-refund policy. You can exercise that right by emailing [email protected] with a clear statement that you wish to cancel. Where the law requires an express request to begin services during a cooling-off period, we will obtain that request before starting; payment alone is not that request. Any charge for services supplied during that period will be made only where and to the extent permitted by law. This does not limit the full onboarding refund above.
Cancellation requires at least one calendar month’s written notice and takes effect at the end of a monthly billing period. Your subscription and payments continue until that date. We confirm the service end date and final billing in writing. Depending on when you give notice, this can mean paying for nearly two further months. We do not provide partial refunds for unused time within a billing period.
Hosting, maintenance and agreed add-ons continue until the confirmed end date, subject to payment and these terms. Cancelling a card or stopping payment is not a substitute for giving notice. You may keep your paid managed email service with Gecko separately after moving your website elsewhere or cancelling your website plan. Tell us which mailboxes you wish to retain so we can confirm their continued service and billing. Cancelling the website plan does not require you to migrate your email.
You or your new provider must arrange and complete any migration away before service ends. Outgoing migration work is not included. We will provide reasonable access to your website files, database and domain-transfer information so you or the new provider can arrange it; hands-on transfer work can be quoted separately. These access arrangements must also comply with any personal-data return obligations.
The full onboarding refund described in section 2 remains a separate exception to the ordinary cancellation policy. Nothing in this policy limits refunds or other remedies required by law. Outstanding legitimate charges remain payable, but we do not assert blanket ownership of your domain or an unrestricted right to withhold all personal data because of a billing dispute.
Hosting and maintenance end on the confirmed service end date. When that service ends, we securely provide you with a backup of your website files and database without requiring you to request it, unless you give an alternative lawful instruction. We then retain a restricted, non-public recovery copy for 30 days after the confirmed service end date and delete that recovery archive at the end of that period, subject to any protected residual-copy handling expressly agreed in your separate data-processing schedule. This is not continued hosting or maintenance, and you should complete your migration before service ends. Earlier return or deletion instructions and any legally required retention are handled under the applicable data-processing terms.
When your managed email service itself ends, we securely provide you with a backup of the applicable mailbox data without requiring a request, unless you give an alternative lawful instruction. We then retain a restricted recovery copy for 30 days after its confirmed service end date and delete that archive, subject to any protected residual-copy handling expressly agreed in your separate data-processing schedule. Sending and receiving end on the email service end date; this recovery window is not continued email service. Earlier return or deletion instructions and any legally required retention are handled under the applicable data-processing terms.
We may also end the service with one month’s written notice. For serious breach, we will normally explain the problem and allow a reasonable opportunity to fix it. Immediate suspension or termination may be necessary for illegal activity, a serious security threat or a legal requirement; we will notify you when lawful and practicable and explain next steps.
Problems, liability and events outside our control
Tell us promptly if something is wrong so we can investigate and take appropriate corrective action. We do not guarantee search rankings, sales, uninterrupted operation or compatibility with every third-party product. Those limits do not remove the services and standards expressly promised in your plan.
Nothing in these terms excludes or limits liability for fraud or fraudulent misrepresentation, death or personal injury caused by negligence, or any liability that cannot lawfully be limited.
If an event outside our reasonable control materially prevents performance, we will notify you, take reasonable steps to reduce the impact and discuss the way forward. This does not automatically excuse our own failure to take reasonable precautions.
Changes, complaints and governing law
We may make reasonable changes to these terms. We will give at least 60 days’ written notice of material changes and a way to end the affected service before an adverse change takes effect. Changes required urgently by law or security needs may take effect sooner and will be explained as soon as reasonably practicable. We will not use a terms update to impose retrospective charges.
Raise complaints using the contact details above, explaining the issue and the outcome you seek. We will investigate and respond through a person, not a mandatory automated dispute process.
This agreement is governed by the laws of England and Wales. If you are a consumer, this choice does not deprive you of mandatory protections or rights to bring proceedings in the courts available to you under applicable law. If a provision is unenforceable, the remaining provisions continue where legally possible. Neither party’s delay in enforcing a right automatically waives it.