Terms and Conditions

Webhive Ownership

Webhive is a sole trader business owned and run by Jacqueline Clare Stallard, PO Box 232, Narooma NSW 2546, 1300 932 448, ABN 94-493-355-242.

Privacy

Webhive won’t sell or use any information you have given us for commercial gain. Webhive respects your privacy and is committed to protecting all personal information that you provide to us.

Personal Information

Personal information is any information associated with your name or personal identity. Personal information will only be used to support your customer relationship with Webhive.

Disclosure of Personal User Information

Webhive will not sell, rent, or lease your personal information to third parties. We will not share your personal information with business partners or any other third party company unless permitted by you in fulfilling tasks associated with our services.

Protection of Webhive and others

We may release your information when we believe in good faith that release is necessary to comply with law enforcement or apply our conditions of use and other agreements; or to protect the rights, property, or safety of Webhive, our employees, our users, or others. This includes exchanging information with other companies and organisations for fraud protection and credit risk reduction (as described above) and to comply with export laws.

Non-Personal Information

Non-personal information is data about usage patterns, reported in aggregate, which is not associated with a specific personal identity and may include the pages visited on Webhive, browser type, browser language, operating system, and IP address. Non-personal data is aggregated to understand Webhive’s usability and performance.

Cookies

Most non-personal information is collected via cookies. The website may use cookies to enhance the user experience and personalize content. A cookie is a small data file that is transferred to your hard drive and identifies you as a unique user. Cookies help us understand which areas of the website are most popular, so we can improve the user experience on future visits.

IP Addresses

Webhive may use your IP address to help diagnose problems or to gather demographic information, such as country of origin.

Webhive-hosted Websites

Webhive isn’t responsible for the privacy practices or content of the websites on Webhive’s server. Please refer to the policies of the respective sites you visit.

Your Consent and Our Revisions to the Privacy Statement

Webhive occasionally reviews and modifies this privacy statement and therefore we recommend that you review the terms from time to time to make sure you are aware of how we collect and use personal information. By using Webhive you consent to the collection and use of your personal information as outlined here.

Data Integrity and Security

We strive to maintain the reliability, accuracy, and completeness of personal information in our databases and to protect the privacy and security of our databases. Our servers and databases are protected by security software.

Your financial information is processed by Paypal and Eway. We don’t see or store your credit card details.

Further Information

If you have questions regarding our Privacy Statement, please contact us.

Webhive Security

We can’t guarantee the security of our websites or yours because that’s impossible. Nevertheless, we do everything we can to protect you. That includes server and website hardening, many layers of firewalls and other software security, security scans, two factor authentication, security certificates, captcha, spam filters, monitoring and backups. We only allow secure, well-managed websites on our server and have a strong track record in website security.

See our WordPress Security Plans and WordPress Security Audits.

Promotional Offers and News Bulletins

Webhive users will occasionally receive service-related messages, promotional offers or news from the website administrators. These may include information about the system, price changes, alterations to the terms and conditions, or recommendations.

Software Maintenance

Most of the software installed on Webhive is open source. Open source software provides a great deal of functionality cheaply, without the cost of software maintenance or troubleshooting. There are thousands of WordPress themes and tens of thousands of plugins. The software we use is broadly available, robust and usually well-maintained, but the nature of this software means that Webhive can’t necessarily fix errors or guarantee that the software will continue to function.

We update WordPress, WordPress themes or WordPress plugins for managed WordPress websites almost daily. Updates must be applied in order to keep pace with the constant changes in browsers, mobile devices, and other hardware and software, and to apply security fixes. Unfortunately, updates may introduce errors. Webhive isn’t responsible for the consequences of these errors. However, if you spot a problem please let us know immediately so that we can find a solution.

Occasionally one plugin breaks other plugins or themes or the developer stops maintaining it. In this case we may remove it. Thus, we cannot guarantee that themes and plugins will continue to function, whether free or commercial.

We often fix or replace broken software free of charge for Managed WordPress Hosting clients. If there’s a fee, we’ll contact you to discuss the options.

See WordPress Support Options.

Backups

Webhive runs automatic off-site backups of the web server and hosted websites. Specific sites, pages or media can only be retrieved from these backups at great expense. WordPress offers version control of pages but we recommend that website owners also back up their sites and store them in a safe place away from Webhive’s server. Secure web hosting clients can do this via Cpanel. Managed WordPress websites can do this by exporting their content and keeping copies of their CSS and settings.

Search Engine Optimisation

Due to external factors like the performance of competing websites and constant changes in the way search engines rank websites, we can’t offer guarantees regarding search ranking position. We don’t accept liability for a drop in rankings but might be able to advise you on why this happened. When discussing search engine optimisation we’ll advise you on the best approach, given the competition for your key words.

Page Content and Copyright

Website content

Page content is the responsibility of the website owner. It’s your responsibility to ensure that the information on your website accurately represents your business. Whilst we make every attempt to follow your instructions, it’s impossible for us to know what you know.

Illegal Content

Website owners have editorial access to their websites. Webhive is not responsible for existing website content. However, Webhive may immediately hide or delete material that could be offensive, illegal or controversial.

Webhive may refuse to handle material which may be viewed as offensive, illegal or controversial, and also to terminate the hosting service if necessary.

Copyright

Webhive is not responsible for or copyright infringements caused by materials submitted by the client. However, Webhive may immediately hide or delete material that may breach copyright.

Copyright of scripts, cgi applications, php scripts or software written by Webhive belongs to Webhive unless specifically agreed. Software may only be commercially reproduced or resold with Webhive’s permission.

Refusal of Work

Although we value service and pride ourselves on our quick and effective response, Webhive may refuse to perform work if a client is below 18 years of age, if there are doubts about the client’s intention or ability to pay, or for any other reason.

Web Design Quotes

When building a new website for you we can only quote for:

  • What we see on your existing website, and/or
  • Items that are specifically discussed before quoting.

All other work incurs extra charges.

Example:

Adding a button into the header may look like a quick job, but it may take us many hours of work, as we switch layouts and change the settings so that the website displays well at different screen sizes. Any extra requirements, large and small, may add significant time to the web build and so these will incur extra charges.

Unless specified otherwise, standard inclusions on a web build are:

  • WordPress website you can edit yourself
  • Mobile-friendly layout
  • Clean, modern design
  • Home page with prominent call to action
  • Social media share buttons
  • Contact form
  • Google map with marker
  • Menu
  • 5-6 pages each containing up to 600 words of text and 2-3 photos, supplied by you.
  • Initial Google keyword analysis and putting keywords throughout your website (websites over $1000 only)

What we need from you:

  • High quality, high resolution logo on transparent background.
  • Clear, high quality photos/images (we can supply you with a list of photographers and stock photo websites)
  • Login details for existing websites, domains and hosting

Unless specifically mentioned in the quote, these items are excluded from the price:

  • Sliders (slideshows)
  • Galleries
  • Portfolios
  • Tables
  • Transfer of text and images beyond those mentioned under inclusions
  • Complex pages with more than 600 words of text and 2-3 images
  • Web forms
  • Buttons
  • Shopping carts, member sites, forums, events, special databases and booking software
  • Loading products, events, course material or accommodation details into shopping carts, member sites, events, booking software etc.
  • Creating a sitemap and uploading it to Google Webmaster Tools
  • Creating 301 redirects to redirect your existing traffic to your new web pages.
  • Setting up Google Analytics
  • Creating a Google business page
  • Creating a Facebook page
  • Email signup
  • Mailing list software setup
  • Autopublishing to Facebook
  • Transferring your new website to another hosting provider, if you want to stick with your current provider.
  • Complications caused by working with other providers’ hosting and domain systems.
  • Hosting
  • Domain registration and delegation fees
  • Ongoing support after the web build is complete
  • WordPress training

Financial:

  • Before starting work we require a deposit of $500 for smaller websites and $1000 for larger websites.
  • We’ll then invoice monthly or on completion, whichever comes sooner.
  • Payment plans are available.
  • Quotes are valid for 60 days.
  • Quotes are based on the average time it takes to perform a task. We allow an overrun of 10%. Beyond that, extra time is charged at our hourly rate.

See website design plans.

Financial

Payment

We may require a deposit for website builds. We can offer a payment plan where required. You must pay the balance of payment in full no later than 14 days from the date of the invoice, unless by prior arrangement with Webhive.

We contact clients via email and telephone to remind them of overdue payments. We may charge at our standard hourly rate to chase payments. If payment is not forthcoming, we may remove the website.

Once full payment is received, it is assumed that the project has been completed to the client’s satisfaction and no refunds can be offered.

Technical work contains an element of risk. An apparently simple task may take a long time to complete due to unforeseen technical complications. (The converse is also true – complex issues may sometimes be resolved quickly and simply.) Whilst we attempt to foresee such risks and forewarn the client, this is not always possible. If the client has requested that Webhive perform a task, the client is liable to pay the full cost of completing that task at our standard hourly rate.

Invoices are sent by email. It’s the client’s responsibility to supply Webhive with a functional contact email address and ensure that Webhive is set as a safe sender or email contact so that @webhive.com.au email addresses aren’t sent to spam.

In case of non-payment the system may automatically terminate websites and hosting. If this happens, Webhive is not responsible for data loss or recovery.

Prices

All prices are in Australian Dollars.

GST

Webhive is not GST-registered.

Refunds

There’s no refund on website design, our monthly plans or any of our other products unless explicitly stated. However, you may cancel our monthly plans at any time.

For annual plans, we refund the unused portion of your plan on request in writing.

In some circumstances, refunds may be provided for digital products. The Paypal fee may be deducted from Paypal refunds and kept by Paypal. We have no control over this.

Hourly Rate

When charging our hourly rate, all website- or client-related work is billable, whether in person, by phone or email. This includes research, advice, travel, time spent working on websites, social media, marketing, meetings, and anything else related to you apart from social conversation and invoicing enquiries.

In effect, we charge like solicitors. Why? Because…

  • Time is our product
  • Most of our client-related time is spent on communication.
  • If we didn’t we’d make a loss

Price Changes

Webhive will only notify clients of price changes that exceed 10%.

Liability

Webhive will not be liable or become involved in disputes between the site owner and their clients and is not responsible for wrongdoing on the part of a site owner, eg. disputes re content/images that have been provided to us for inclusion on the site. Webhive is not liable for costs incurred, compensation or loss of earnings due to work carried out on behalf of the client or the client’s appointed agents. Webhive is not liable for costs incurred, compensation or loss of earnings due to the unavailability or loss of the site, its servers, software or any material provided by its agents.

Database, Application and E-Commerce Development

Webhive cannot take responsibility for losses incurred by the use of software created for the client. Whilst every care is taken to ensure that products are problem-free and accurate, the ultimate responsibility lies with the client to ensure that all software is functioning correctly before use. Where applications or sites are developed on servers not recommended by Webhive, the client is expected to provide or seek any information, additional software, support or co-operation pertaining to the server required in order for the application to be correctly developed. Where large applications are to be developed, it’s the client’s responsibility to provide a suitable testing environment which is identical to the final production environment. The client must fully test any application or programming relating to a site developed by Webhive before it is made generally available for use. Where “bugs”, errors or other issues are found after the site is live, Webhive will endeavour (but is not obliged) to correct these issues to meet the brief.

Hosting

Hosting means keeping a website on a server connected to the internet.

There are high costs associated with running good quality, secure hosting, for example leasing a server in a data centre, paying for bandwidth, paying a server support team, numerous software licences, monitoring logs and backups, reading system emails, applying updates and troubleshooting problems. This is why we charge more than the cheap hosting providers.

To be clear, hosting doesn’t include support for domains, Wordpress editing, website transfers, website difficulties or any other product apart from the hosting itself.

We offer two types of hosting:

Web Hosting

Clients of our web hosting service will be supported in as far as ensuring that the server is operational.

Although we back up all hosting accounts, we don’t guarantee that you’ll be able to recover your account from them. Backups are the client’s responsibility.

Insecure websites place our server and all other websites on our server at risk, so you must keep your hosting account and all software and data in your account secure and up-to-date. To protect ourselves and other clients, we reserve the right to terminate our hosting agreement with you if you fail to do this. We also reserve the right to update your software and charge you for our time.

All WordPress sites must run automatic updates of plugins, themes and minor WordPress versions. They must also run the Wordfence security plugin and firewall.

Managed WordPress Website

Clients of our Managed WordPress Website service will be supported in as far as ensuring that the server and Webhive Wordpress multisite are operational. Your hosting fee keeps the infrastructure running on which your website relies.

Managed WordPress Hosting includes support that relates to:
– hosting your website (see above definition under ‘Hosting’)
– keeping WordPress running (for example applying WordPress core, plugin and theme updates, monitoring logs, troubleshooting plugin conflicts, conducting regular plugin audits)

If you need help with domains, Wordpress editing, website transfers, problems that only affect you and your website, or any other product apart from the hosting itself, please see our WordPress support options.

Backups are the responsibility of the client.

Domain Support

We will ensure that the domain names we manage are correctly configured and pointing to the client’s website.

If our server’s name, name servers or IP address change we will update the domains we manage and notify account holders of the change. We cannot take responsibility for domain names we don’t manage. These are out of our control.

Payment for a domain name does not entitle clients to support with hosting, Wordpress editing, website difficulties or any other product apart from the domain name itself.

WordPress Support – Five Changes a Month

  • Please submit each and every website support request in a separate ticket
  • This plan covers any support request that takes an hour or less to complete
  • Support is requested via the support form on our website or by emailing support @ webhive.com.au
  • Support is provided by email

See WordPress support plans.

Service Agreements

Purchase of a service agreement entitles clients to the specified number of hours between 9am and 5pm AEST Monday-Friday during the one-year period of the service agreement. Service agreements must be paid in advance.

Service is provided at Webhive’s place of business.

Meetings, phone calls, emails, research conducted on your behalf, technical assistance etc are all charged against your service agreement.

Time is charged in increments of 6 minutes (.1 hours). The minimum charge is 12 minutes.

Clients may upgrade their service agreement to the service agreement that offers the greatest number of hours. However, clients may not purchase two service agreements that run within the same 12-month period for support of the same website.

Clients may buy a single service agreement for support of two or more websites on Webhive’s server.

Clients may also buy a separate service agreement for each of their websites. The mere existence of a website somewhere on the web, or the future existence of a website, is not grounds for purchase of service at service agreement rates. Service agreements are for support of existing Webhive clients and running websites.

If a client requires service after a service agreement has expired, another service agreement must be purchased or the client must pay the hourly rate.

We understand that many clients will not use up their service agreement hours. That is why we can provide them more cheaply than our standard hourly rate.

Payment for the service agreement implies acceptance of these terms.

See WordPress support options.

Check and Fix Agreements

For the period of the Check and Fix agreement, Webhive will regularly check the display of your home page, a standard page, Google map and contact form on a desktop screen and a mobile device, at the interval specified in the agreement, and fix small display or configuration issues.

If a serious problem has occurred, we will notify the client and decide how to proceed.

Each Check and Fix agreement covers only one website.

Compatibility

Webhive will endeavour to ensure that any developed/designed site or application will function correctly on the server it is initially installed on and that it will function correctly when viewed with the current version of the web browsing software Mozilla Firefox. Whilst we hope that websites and applications will work well on all browsers and devices, it’s impossible to test them all, particularly as new versions are continually being released. Thus we can offer no guarantees of correct function with all browsers and devices.