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Terms and Conditions

Last Updated: September 23, 2026

Welcome to WooCareDesk (operated by WooCare Desk LLC / David Snow Technical Consulting, referred to herein as “WooCareDesk,” “Company,” “we,” “us,” or “our”).

By accessing our website at woocaredesk.com, purchasing an asynchronous care plan, ordering emergency break-fix triage, or utilizing our technical consulting services, you agree to be bound by these Terms and Conditions (“Terms”). If you do not agree to these Terms, please do not use our services or website.

1. The Asynchronous Service Model

All services, communications, diagnostic reviews, and task deliveries are provided 100% asynchronously via our dedicated support desk, email, and private Loom screen recordings.

  • No Unscheduled Calls: To maintain uninterrupted engineering focus directly on your codebase and preserve a complete audit trail of technical changes, services do not include unscheduled phone calls, live Zoom/teleconference meetings, or real-time instant messaging.
  • Audit Trail: Technical resolutions, code diffs, configuration adjustments, and video walkthroughs are logged directly in your ticket thread.

2. Service Scope, Hours, & Rollover Policies

WooCareDesk provides specialized WordPress and WooCommerce WebOps, staging-tested updates, database hygiene, and technical triage.

  • Monthly Support & Triage Hours: Care plan tiers include defined monthly allocations of asynchronous break-fix triage and engineering (Maintenance: up to 30 minutes; Optimization: up to 2 hours; Mission Critical: up to 5 hours).
  • Strict “Use-It-or-Lose-It” Policy: Dedicated monthly triage and engineering hours reset at the beginning of each billing cycle. Unused hours do not accumulate or roll over to subsequent months under any circumstances.
  • Task Sizing Limitations: Included triage covers discrete, modular tasks (such as snippet modifications, gateway debugging, or conflict resolution). Major theme redesigns, full platform re-platforming, custom SaaS software architecture, or continuous copywriting and graphic design are strictly out of scope and require a separate fixed-scope proposal.
  • Service Level Agreements (SLAs): Published response times (Maintenance: 48 business hours; Optimization: 24 business hours; Mission Critical: 12–24 business hours) refer to ticket diagnostic review and triage acknowledgment during standard business operations (Monday–Friday, 9:00 AM – 5:00 PM MST).

3. Hosting, Migrations, & Staging Environments

  • Bundled Hosting: Certain plans include optional managed or dedicated WordPress cloud hosting. If you choose to host your site on your own infrastructure via delegated access, your subscription fee remains unchanged.
  • Hosting Limitations: Standard included hosting accommodates sites under 30GB in disk size, fewer than 250,000 inodes/files, and database sizes under 1GB. Severely corrupted databases or complex multi-domain network splits are excluded from standard free migrations and will be quoted separately.
  • Staging-First Protocol: On supported plans, technical updates, code patches, and major migrations are tested on an isolated staging clone prior to production deployment to safeguard live checkout pipelines and prevent transaction disruption.

4. Malware Remediation & Security

  • Zero-Cost Malware Removal: Zero-cost cleanups apply strictly to storefronts that have been continuously enrolled on an active Mission Critical plan for at least thirty (30) consecutive days.
  • Pre-Existing Infections: Any pre-existing security breaches, malware infections, or blacklist flags identified during client onboarding are not covered under standard maintenance retainers and require a separate upfront one-time cleanup fee ($350).

5. Client Obligations & System Access

  • Administrative Access: To perform diagnostics and maintenance, you must maintain active, delegated technical access (WordPress Administrator credentials, SFTP/SSH, and hosting control panel access).
  • Secure Delivery: Credentials must be submitted through our authenticated ticket portal, temporary administrator plugins, delegated hosting invites, or encrypted zero-knowledge vaults (e.g., Bitwarden Send or Password Pusher). WooCareDesk is not liable for credentials transmitted via unencrypted email.
  • Third-Party Licenses: Store owners remain solely responsible for purchasing and renewing active commercial licenses for third-party premium plugins, themes, and extensions required for core functionality and security updates.

6. Billing, Renewals, & Cancellations

  • Automatic Billing: All subscriptions are processed securely via Stripe. Retainers are billed in advance on a recurring monthly or annual basis.
  • Cancellation: You may cancel your subscription at any time via your account portal or by opening a ticket. Cancellations must be processed prior to your next renewal date.
  • Refunds: All recurring retainer payments and diagnostic triage fees are non-refundable once the billing cycle begins or engineering work commences. Please review our standalone Refund Policy for detailed terms regarding annual plans and cancellation processing.
  • Payment Failure & Chargebacks: If a payment method fails or a chargeback is initiated, services, monitoring, and backups will be immediately suspended until the dispute is resolved.

7. Limitation of Liability & Warranties

  • “As-Is” Service: Technical services, monitoring tools, and code implementations are provided on an “as-is” and “as-available” basis without warranties of any kind, whether express or implied.
  • E-Commerce & Database Disclaimer: While WooCareDesk adheres to isolated staging protocols and industry best practices to protect your store, you acknowledge that website modifications, third-party plugin updates, and database indexing carry inherent technical risk. WooCareDesk does not guarantee uninterrupted uptime, zero bugs from third-party vendor code, or specific sales conversions.
  • Monetary Cap: To the maximum extent permitted by applicable law, in no event shall WooCareDesk, its founder, or its affiliates be liable for any indirect, incidental, special, punitive, or consequential damages—including but not limited to loss of profits, merchant revenue, cart abandonment, business interruption, or data corruption. Our total cumulative liability arising out of or related to these Terms or our services shall not exceed the total fees paid by you to WooCareDesk in the three (3) months immediately preceding the event giving rise to the claim.

8. Intellectual Property & Code Rights

  • Client Materials: You retain full ownership and intellectual property rights to your existing website, merchant database, brand assets, and proprietary content.
  • Custom Snippets: Any modular code snippets, PHP filters, or CSS styling written specifically for your site become your property upon full payment of applicable invoices.
  • Proprietary Tooling: WooCareDesk retains ownership of our proprietary diagnostic workflows, internal templates, documentation frameworks, and standard operational automations.

9. Governing Law & Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of the State of Arizona, without regard to its conflict of law principles. Any legal action, suit, or proceeding arising out of or relating to these Terms or our services shall be instituted exclusively in the federal or state courts located in Yuma County, Arizona.

10. Modifications to Terms

WooCareDesk reserves the right to modify these Terms at any time. Updated versions will be posted on this page with a revised “Last Updated” date. Continued use of our website or services following any updates constitutes acceptance of the modified Terms.

11. Contact Information

For inquiries regarding these Terms and Conditions: