Terms & Conditions

These Terms & Conditions (the “Terms”) govern the provision of services by WP Artisans (“WP Artisans”, “we”, “us”, or “our”) to the client identified in an Order, Proposal, Statement of Work (SOW), invoice, email confirmation, or other written confirmation (collectively, an “Order”). By signing, approving, paying for, or otherwise instructing us to proceed with an Order, the client (“Client”, “you”) accepts these Terms.

01Definitions

• Deliverables: any work product described in an Order (e.g. code snippets, configuration, documentation).
• Services: the professional services we provide under an Order, comprising the categories set out in Section 3.2 (Repair, Fine-Tune, Update Content, Develop).
• Third-Party Materials: themes, plugins, APIs, fonts, images, analytics, CDNs, payment gateways, hosting, or other third-party services or software.
• Change Request: a written request to vary scope, assumptions, or timeline after an Order is agreed.
• Business Day: a day other than a Saturday, Sunday, or Singapore public holiday.
• Business Hours: 09:00–17:00 Singapore Time, Monday–Friday, excluding Singapore public holidays.

02Order of Precedence

If there is any conflict, the following order of precedence applies: (1) a mutually-signed SOW or Master Services Agreement (if any), (2) the Order, (3) these Terms, (4) any referenced policies on our website. Handwritten or email changes to Orders are effective only if acknowledged by us in writing.

03Services & Scope

3.1 Service Model

WP Artisans provides Services on a task/deliverable, time & materials, or Plan basis, as stated in an Order. Schedule B defines and governs Plans. Plans do not renew automatically. Any renewal requires a new Order accepted by the Client.

3.2 Focused Service Categories

Depending on the Order, Services are grouped into:

• Repair: diagnose and fix defects that cause errors, conflicts, security issues, or incorrect behaviour (e.g. broken layouts, PHP/JS errors, plugin/theme conflicts, form/email delivery issues, DNS/SMTP validation), including non-forensic security clean-ups and stabilisation fixes.
• Fine-Tune: adjustments that enhance UX/UI, styling, layout, schema/meta, and performance (caching, compression, image optimisation, minification, lazy loading, database clean-up, browser caching, GZIP), plus non-certified accessibility improvements and other advanced developer tweaks.
• Update Content: modify, add, or remove text, images, videos, or other media on the site (e.g. editing page copy, uploading new images, updating blog posts); excludes editorial copywriting unless expressly stated in the Order.
• Develop: create new features or functionalities that do not currently exist on the website (e.g. adding a booking system, custom plugins, new templates, integration with third-party services) within the complexity limits defined in the Order.

3.3 Assumptions

Unless stated otherwise in the Order: (a) we work on a Client-provided staging environment; (b) the Client provides timely admin access (CMS/hosting/SFTP/DB/DNS) and relevant licenses; (c) the Client approves a change-freeze window for live deployments; (d) SEO ranking changes, ADA/WCAG conformance, and uptime are not guaranteed.

3.4 Exclusions

Hosting provision, domain registration, perpetual monitoring, incident on-call, penetration testing, enterprise security audits, legal compliance audits, full redesigns, complex application development, and data migration outside the agreed scope are excluded unless expressly included in the Order. 24/7 incident on-call (pager-duty) support is not included and is available only via a separate SLA add-on.

3.5 Third-Party Materials

We may recommend or configure Third-Party Materials. You are responsible for purchasing and maintaining required licenses/subscriptions, and for vendor fees. We do not control Third-Party Materials and are not liable for their performance or changes.

04Client Responsibilities

• 4.1 Access & Information. Provide accurate content, credentials, and decision-maker availability. Delays in access or approvals extend timelines.
• 4.2 Backups. Maintain current, restorable backups of your site and database. We may take working backups before deployments, but you remain the data controller and owner of your own backup strategy.
• 4.3 Compliance & Content. You warrant that your content and data processing comply with applicable laws (including PDPA) and do not infringe third-party rights.
• 4.4 Email Delivery. If we configure SMTP or transactional email, deliverability may depend on your DNS, sender reputation, or third-party providers; no guarantee is given.

05Changes, Out-of-Scope & Urgent Work

• 5.1 Change Requests. Material changes to scope or assumptions require a written Change Request with any fee and timeline adjustment.
• 5.2 Urgent/Emergency Work. With your written authorisation (email or ticket), we may perform emergency work to stabilise a site. Urgent rates or surcharges may apply as set out in the Order.
• 5.3 Discovery. If hidden complexity is discovered (e.g. legacy customisations, malware, license lapses), we will advise options and impact on fees/timelines.

06Deliverables, Testing & Acceptance

• 6.1 Testing. We test on the latest versions of Chrome/Safari/Firefox/Edge on standard desktop and mobile viewports unless specified otherwise.
• 6.2 Client Review. Unless the Order states a different period, you have 5 Business Days from delivery or staging release to report material, reproducible defects that deviate from the Order.
• 6.3 Acceptance. Deliverables are deemed accepted on the earlier of: (a) written acceptance; (b) deployment to live; or (c) expiry of the review period without a defect report.
• 6.4 Remedy; Definitions & Reporting. For accepted Deliverables, we will remedy material, reproducible defects reported within 14 calendar days after acceptance, provided they arise from our work and are reproducible in the agreed environment. Post-acceptance requests or environment changes are billed as new scope.
  • “Material” means a defect that (i) prevents or significantly degrades an agreed feature or primary user flow from functioning as specified in the Order; or (ii) causes a clear, objective deviation from the agreed specifications. Minor cosmetic issues (e.g. small spacing, non-blocking visual nits) that are not specified in the Order are not material.
  • “Reproducible” means the defect can be consistently reproduced in the agreed test environment and supported devices/browsers using the steps provided. Issues caused by third-party outages, user content changes, ad-blockers/browser extensions, local network problems, or unsupported environments are not considered reproducible for warranty purposes.
  • How to report (within 14 days): provide (i) page URL(s) and exact steps; (ii) expected vs actual result; (iii) date/time observed; (iv) device/OS/browser + viewport or user role; (v) screenshots or short screen-recording; and, where possible, (vi) console/network errors. Missing information may delay triage but does not extend the 14-day window.
  • Exclusions (examples): changes to code/config/content by parties other than WP Artisans after acceptance; automatic or manual updates to WordPress/core/themes/plugins; hosting/DNS/CDN/email vendor changes; third-party service/API failures; malware or security incidents introduced after acceptance.

07Fees, Invoicing & Payment

• 7.1 Pricing Model. Fees may be fixed, per task/deliverable, milestone-based, time & materials, annual-prepaid, instalment-based, credit/unit-based, usage-based, or a combination, as stated in the Order. Currency is SGD unless stated otherwise.
• 7.2 Deposits. We may require a non-refundable deposit to schedule work. Work may pause until deposit or milestone payments are received.
• 7.3 Invoicing & Due Date. Invoices are due within 14 calendar days of issue unless the Order states otherwise.
• 7.4 Late Payment. We may suspend work for unpaid invoices and charge interest at 1.0% per month (or the maximum lawful rate) on overdue sums. You are responsible for bank/processor fees and any withholding taxes.
• 7.5 Refunds. Except where required by law or expressly stated in an Order or applicable Schedule, fees are non-refundable.
• 7.6 Expenses. Pre-approved, reasonable out-of-pocket expenses (e.g. stock assets, premium plugins) will be invoiced at cost.
• 7.7 Taxes. Fees are exclusive of GST and any applicable taxes, duties, or levies. Where chargeable, GST will be added to invoices. You are responsible for withholding taxes (if any) and bank/processor, FX and remittance fees.
• 7.8 Chargebacks and Costs. If a payment is reversed or disputed (including chargebacks), we may suspend work until resolved. You will reimburse reasonable collection costs and any processor dispute fees.
• 7.9 Payment Processing. Payments may be handled by a third-party payment provider selected by us. Payment information submitted through the provider is processed under that provider's terms and privacy policy. We may use or change the provider from time to time.

08Pro Bono & Special Rates (NGOs)

• 8.1 Eligibility. At our sole discretion, we may offer pro bono or subsidised work for registered NGOs/non-profits.
• 8.2 Scope Limits. Pro bono scope is limited to the tasks specified in the Order; additional work is out-of-scope and may be quoted.
• 8.3 Publicity. With your consent, we may reference the engagement as a case study or portfolio item.
• 8.4 Addendum. Where an Order is marked Pro Bono/NGO, Schedule C — Pro Bono/NGO Addendum applies and prevails over these Terms to the extent of any conflict.

09Data Protection & Security (PDPA)

• 9.1 Roles. For personal data in your systems, you are the data controller/organisation; we act as your data intermediary under Singapore PDPA when processing on your documented instructions.
• 9.2 Instructions. We process personal data only to provide the Services, apply reasonable security measures, and assist with data subject requests where technically feasible and agreed.
• 9.3 Breach Notice. We will notify you without undue delay upon confirming a personal data incident within our control and cooperate on remediation.
• 9.4 Deletion/Return. Upon request or termination, we will delete or return personal data in our possession relating to the Services, unless retention is required by law or for legitimate business records.

10Intellectual Property

• 10.1 Your Materials. Pre-existing content, trademarks, and data you supply remain yours. You grant us a non-exclusive licence to use them to perform the Services.
• 10.2 Our Materials. Our pre-existing tools, frameworks, know-how, and libraries remain ours.
• 10.3 Deliverables. Upon full payment of all fees for the relevant Order, we grant you a non-exclusive, perpetual licence to use the Deliverables on the specified website(s)/project(s). We may reuse generic, non-confidential know-how.
• 10.4 Open Source & Third-Party Licences. Deliverables may incorporate open-source or Third-Party Materials, which are provided under their respective licences.

11Warranties & Disclaimers

• 11.1 Professional Care. We will perform the Services with reasonable skill and care.
• 11.2 No Other Warranties. Except as expressly stated, the Services and Deliverables are provided “as is” and “as available” without warranties of merchantability, fitness for a particular purpose, non-infringement, uptime, rankings, or uninterrupted/error-free operation.
• 11.3 Dependencies. Results depend on hosting quality, network conditions, content quality, third-party vendors, and your operational practices.
• 11.4 No Legal/Regulatory Advice. We do not provide legal, tax, or regulatory compliance advice (including PDPA, GDPR, PCI-DSS, or medical/financial regulations). Any information provided is for general guidance only.

12Limitation of Liability

• 12.1 Cap. To the fullest extent permitted by law, our total aggregate liability arising out of or relating to an Order is limited to the fees actually paid by you to us for that Order in the 6 months preceding the event giving rise to liability, and in all cases shall not exceed S$10,000 per Order.
• 12.2 Excluded Damages. We are not liable for lost profits, revenue, goodwill, data loss, business interruption, or indirect, special, consequential, or punitive damages.
• 12.3 Carve-Outs. Nothing excludes liability for death or personal injury caused by negligence, fraud, or other liability that cannot be excluded under law.
• 12.4 Notice of Claims. You must notify us in writing of any claim within sixty (60) days after you first became aware (or reasonably should have become aware) of the facts giving rise to the claim. Failure to notify timely may prejudice our ability to resolve the issue.

13Indemnities

• 13.1 By Client. You will indemnify and hold us harmless from claims, damages, costs (including reasonable legal fees) arising out of (a) your content or data; (b) your breach of these Terms; or (c) your use of the Services in violation of law or third-party rights.
• 13.2 Procedure. We will promptly notify you of the claim and cooperate at your expense; you may not settle a claim that imposes obligations on us without our written consent.

14Force Majeure

We are not liable for delay or failure caused by events beyond our reasonable control, including acts of God, outage of major platforms, denial-of-service attacks, vendor failures, or government actions. We will resume performance as soon as reasonably practicable.

15Term, Suspension & Termination

• 15.1 Term. These Terms apply from the date of your Order and continue until completion or termination.
• 15.2 Suspension. We may suspend work for (a) overdue invoices; (b) security concerns; (c) legal compliance; or (d) your failure to provide access/information.
• 15.3 Termination for Convenience. Either party may terminate an Order for convenience with 7 days' written notice. You will pay for work performed and committed expenses up to the effective termination date. For a Plan, Section B11 also applies.
• 15.4 Termination for Cause. Either party may terminate immediately for a material breach not cured within 10 days of written notice.
• 15.5 Effect. On termination, licences granted by us for unpaid Deliverables are revoked. Sections intended to survive (fees, IP, confidentiality, limitation of liability, dispute resolution) do so.

16Confidentiality & Non-Solicitation

• 16.1 Confidentiality. Each party will protect the other's non-public information disclosed for the Services and use it only for the engagement.
• 16.2 Non-Solicitation. During the engagement and for 6 months after, neither party will directly solicit employment of the other's assigned personnel without prior written consent. This does not restrict general job advertisements.

17Subcontractors

We may use vetted subcontractors/partners (e.g. specialised developers, system integrators). We remain responsible for the Services and will ensure subcontractors are subject to confidentiality obligations no less protective than these Terms.

18Notices

Formal notices must be sent to the addresses specified in the Order or via email to the contacts designated therein and are deemed received on the next Business Day after sending (if sent during Business Hours in Singapore).

19Governing Law & Dispute Resolution

These Terms and any dispute or claim (including non-contractual disputes) are governed by the laws of Singapore. The parties submit to the exclusive jurisdiction of the Singapore courts. Before proceedings, parties will use reasonable efforts to resolve disputes in good faith within 14 days.

20Changes to Terms

We may update these Terms from time to time. For material changes that adversely affect you, we will give 30 days' notice by email or posting on our website. An update does not change an accepted Order or material Plan terms during the current paid or committed term unless both parties agree in writing. Updated Terms apply to future Services and to any renewal when the Client accepts a new Order. Continued use does not by itself renew a Plan.

21General

• 21.1 Independent Contractors. We are an independent contractor; nothing creates a partnership or agency.
• 21.2 Assignment. You may not assign your rights or obligations without our written consent; we may assign to an affiliate or in connection with a business transfer. A change of control of a party is not an assignment unless it results in a transfer of this Agreement.
• 21.3 Severability. If a clause is unenforceable, the remainder remains in effect.
• 21.4 Entire Agreement. These Terms and the Order constitute the entire agreement and supersede prior discussions on the same subject.
• 21.5 Marketing & Website Content. General descriptions of services, features, or packages on our public website, marketing materials, or social media are for information only and do not constitute an offer, quotation, or commitment. A dated private or client-specific Proposal or checkout confirmation is an Order under the opening paragraph of these Terms and becomes binding when accepted in the manner stated there. The accepted Order (and applicable Schedules) governs scope, pricing, inclusions, timelines and deliverables.
• 21.6 Third-Party Rights. A person who is not a party to this Agreement has no rights to enforce any term under the Contracts (Rights of Third Parties) Act 2001 (Singapore).

Annex APDPA Data Processing Addendum (Summary)

• A1. We act as a data intermediary for personal data processed solely to provide the Services.
• A2. We implement reasonable security measures (access control, need-to-know, encrypted transport where feasible).
• A3. We will not transfer personal data outside Singapore except on your documented instructions or where permitted by law, and only with safeguards that ensure a standard of protection comparable to the PDPA (e.g. PDPC model clauses/contractual obligations and appropriate technical and organisational measures).
• A4. On written request and subject to reasonable limits, we will assist with PDPA access/correction requests, data breach notifications, and deletion/return at end of Services.
• A5. Sub-processors (if any) will be bound by terms no less protective than this Annex.

Schedule BService Plans & Customised Packages

Applies only where the Order identifies the engagement as a maintenance plan, service plan, retainer, credit package, or customised package (a “Plan”). If there is a conflict with these Terms, this Schedule prevails, except that the Order governs the Plan's specific scope, price, term, and inclusions.

• B1. Plan Details. The Order states the Plan name, covered website(s) or project(s), Start Date, term, fees, payment basis, included Services or allowances, renewal basis, service levels, and termination and refund basis. A dated private or client-specific Proposal or checkout confirmation may serve as the Order when accepted under these Terms. We will keep a reasonable record of the accepted Order and Terms version.
• B2. Pricing & Start Date. The final amount, term fee, and payment schedule stated in the Order or checkout apply. Any monthly, quarterly, or other periodic figure shown alongside a prepaid term fee is for comparison only. It does not provide an instalment option unless the Order says so. The Plan starts on the date stated in the Order or, if no date is stated, when the first required payment clears.
• B3. Term & Renewal. Unless the Order states otherwise, an annual-prepaid Plan runs for 12 months. A one-off or milestone Plan ends when the final Deliverable is accepted. A Plan ends at the close of its stated term. We may contact you before expiry to discuss renewal. Renewal requires a new Order, your written or online acceptance, and a new payment. We will not automatically renew the Plan or charge you for renewal.
• B4. Included Care & Credit Work. Ongoing maintenance listed as included (e.g. scheduled updates, monitoring, backups, reports and support access) does not use Plan Credits. Unless the Order says otherwise, Repair, Fine-Tune, Update Content and Develop work requested by you uses Plan Credits or is quoted separately. We will remedy defects caused directly by our ongoing maintenance without deducting Plan Credits. Pre-existing defects, new incidents, third-party failures and requested enhancements are not included care unless stated in the Order.
• B5. Plan Credits. An Order may provide Repair, Fine-Tune, Update Content and Develop (RFUD) Credits, hours, requests, or other service units (collectively, “Plan Credits”). Plan Credits measure Services only and are not money, stored value, or a cash deposit. The Order states the allocation and how deductions are calculated. We deduct the required Plan Credits when carrying out work requested by you. Your request authorises the deduction, so no separate approval is needed. We will show deductions and the remaining balance in any included report or on request. If the available Plan Credits are insufficient, Section B7 applies.
• B6. Plan Credit Validity. Plan Credits may be used only for you, the website(s), Plan and Service categories stated in the Order. Unless the Order states otherwise, unused Plan Credits carry forward for one immediately following Plan term only if you renew the same or a replacement Plan without interruption. They expire at the end of that renewed term. Oldest Plan Credits are used first. Plan Credits are non-transferable and cannot be redeemed for cash or refunded.
• B7. Insufficient Credits & Additional Work. If a request exceeds the available Plan Credits or Plan scope, we will inform you before proceeding and offer a top-up, Change Request, or separate quote. We will not charge an additional fee without your written authorisation.
• B8. Support & Service Levels. Access to email, WhatsApp, emergency, after-hours, or public-holiday support does not guarantee a response or resolution time. Unless the Order or a separate service level agreement (SLA) states measurable targets, support is best-efforts and after-hours or public-holiday responses are subject to availability. Uptime monitoring is not an uptime guarantee. Plan backups supplement, but do not replace, your responsibilities under Section 4.2. 24/7 incident on-call applies only through a separate SLA add-on.
• B9. Third-Party Costs & Taxes. Plan Credits cannot be used for Third-Party Materials, expenses, GST or other taxes. Sections 3.5, 7.6 and 7.7 apply unless the Order includes those amounts in the Plan fee.
• B10. Plan Changes. Upgrades, downgrades, pauses, transfers and other Plan changes require our written agreement. Any change to fees, Plan Credits, term or renewal will be stated in a Change Request or revised Order. Material changes to fees, included Services, Plan Credit value or validity, or refund rights will not apply during a paid or committed term unless both parties agree in writing. They may be offered for a later renewal.
• B11. Suspension & Termination. Section 15 applies. A suspension caused by you does not extend the Plan term or Plan Credit validity. Unless the Order states otherwise, prepaid Plan fees and unused Plan Credits are non-refundable if you terminate for convenience or we terminate for your uncured material breach. Instalments for an agreed minimum term remain payable on their original due dates and are not accelerated. If we terminate the Plan for convenience, or stop providing the Plan Services before the Plan ends for a reason not caused by you, we will refund the part of the prepaid Plan fee attributable to full days after termination, calculated on a daily pro-rata basis, less pre-approved committed third-party expenses. Plan Credits are not included in the refund calculation and expire when the Plan ends. Refunds will be made in the original payment currency. Any non-refundable bank or payment-processing charge actually incurred in issuing the refund may be deducted. We are not responsible for exchange-rate differences or charges imposed separately by your bank or payment provider. This does not affect rights that cannot be excluded by law.

Schedule CPro Bono / NGO Addendum

Applies only where the Order marks the engagement as Pro Bono/NGO. If there is a conflict with the Master Terms, this Schedule prevails.

• C1. Term. Default pro bono term is 12 months from the Start Date, unless stated otherwise in the Order.
• C2. Scope & Fair Use. In-scope fixes/tweaks and small enhancements up to 4 hours per calendar month. Overflow is queued or quoted as paid work. Exclusions follow Section 3.4 of the Master Terms.
• C3. Fees. In-scope fees are S$0. Any third-party/vendor costs (e.g. premium plugins, hosting) require prior NGO written approval.
• C4. Acceptance & Remedy. 5 Business Days for review; deemed acceptance thereafter or upon go-live. We will remedy material, reproducible defects reported within 14 calendar days after acceptance if caused by our work.
• C5. Credentials & Security. Use role-based, non-personal admin accounts where possible. Rotate credentials on issue and closure; remove within 14 days post-closure unless ongoing work is agreed.
• C6. Data Protection (PDPA). The NGO is the organisation/controller; WP Artisans acts as data intermediary and processes personal data only on documented instructions. Confirmed personal data incidents within our control will be notified without undue delay. Data will be returned/deleted on request or termination, subject to lawful retention.
• C7. Publicity & Consent. By default, name/logo listing only. We may request permission to produce a case study and/or testimonial; the NGO will consider such requests in good faith. If approved, the NGO may review a draft for factual accuracy and confidentiality within 5 Business Days before publication. We will not publish personal data or confidential information without consent and will follow reasonable redactions. Consent may be withdrawn for future use with 14 days' notice (already published materials may remain as-is). If consent is not granted, we may publish an anonymised project summary that does not identify the NGO and contains no personal data.
• C8. SLA & Availability. Best-efforts support during business hours. No uptime, SEO, or rankings guarantees. Emergency assistance is subject to availability.
• C9. Liability Cap. For pro bono engagements, our total aggregate liability is capped at S$500, excluding indirect, special, or consequential losses. Mandatory legal liabilities are not excluded.
• C10. Termination. Either party may terminate with 7 days' written notice (or immediately for cause per Section 15). On termination, we assist with reasonable off-boarding.
• C11. Exit & Data. On exit, we cease service, remove credentials per C5, and return/delete data in line with Section C6.