1. Safe Site Web Care plans.
1.1 These terms apply to all Tinybox Creative Safe Site Web Care plans: Safe Site Web Care Lite, Safe Site Web Care, and Safe Site Web Care Plus. Where terms differ between plans, this is clearly stated.
1.2 Safe Site Web Care plans are available on a 12-month commitment (paid monthly) or a monthly rolling basis. A 15% discount is applied to 12-month commitment plans.
2. onboarding.
2.1 A one-off onboarding fee of £129+VAT per website is payable when joining the Safe Site Essentials plan. This covers the setup and migration of your website to Tinybox Creative’s hosting and security infrastructure. All other plans include free onbaording.
2.2 If you have purchased a website package with Tinybox Creative, the onboarding work is included in your website package and this charge does not apply.
2.3 The onboarding process includes:
(i) Liaising with your current web host to arrange the transfer
(ii) Transferring your website to Tinybox Creative servers
(iii) Pointing the main domain and any additional domains to the new website
(iv) Cloudflare installation and email address obfuscation setup
(v) Setting up 24/7 uptime monitoring
(vi) Installing and configuring SSL certificate
(vii) Installing Google reCAPTCHA on forms, or switching to Tinybox Creative keys if already installed
(viii) Installing and configuring advanced security measures (see Section 5)
(ix) Setting up website email sending for contact forms with logging
3. website hosting.
3.1 Your website will be hosted on fast, reliable, secure, 100% renewable energy UK-based servers.
3.2 Each hosted website is allotted 15,000 visits per month. If your website traffic exceeds this, we may charge £3+VAT for every 1,000 visits over the limit in a given month.
3.3 A visit is defined by a unique IP address visiting your website in a 24-hour period.
3.4 Should your website have a sudden traffic increase, you should let Tinybox Creative know in advance so adequate provisioning can be arranged.
4. website maintenance.
4.1 We will log into your WordPress website on a monthly basis to update all plugins, themes and WordPress core as required.
4.2 If plugins are not updated, they can leave security vulnerabilities in your website. We carry out basic testing of your website following updates to check for any errors that may have been caused.
4.3 The update process differs by plan:
Safe Site Web Care Lite: A full backup of your website is taken before updates are applied directly to the live site. If an issue occurs, we will roll back the backup to restore the site. This means your website may be briefly affected while the issue is identified and the rollback is completed. Where remedial work is required, this will be carried out in a development environment before being pushed live.
Safe Site Web Care and Safe Site Web Care Plus: Updates are first applied in a development environment, tested, and then pushed live. This significantly reduces the risk of issues affecting your live website.
4.4 Should any issues arise from updates, we will fix them within the support time included in your plan. If the issue requires more time than is included, we will contact you to discuss before proceeding.
5. security.
5.1 Website security is at the core of every Safe Site plan. Tinybox Creative invests in premium, industry-leading security tools and applies best-practice configurations to protect your website from threats. Security is not an add-on; it is built into every layer of your Safe Site plan.
5.2 All Safe Site plans include the following security measures:
(i) Cloudflare configuration and setup for security and email address obfuscation (hide email addresses from spammers)
(ii) Advanced real-time threat detection and handling
(iii) Prevention of brute force attacks
(iv) Enhanced login security
(v) Two-factor authentication and passwordless login
(vi) Real-time malware scanning
(vii) Firewall with virtual patching, actively blocking known vulnerabilities before they can be exploited
(viii) Enforcing strong account passwords for all users
(ix) Hiding the standard WordPress login page from attackers
(x) Keeping plugins, themes and PHP versions up to date to close known security gaps
(xi) Regular server patching to protect against emerging threats
5.3 These measures are continuously maintained and updated by our team. As new threats emerge, we review and strengthen protections accordingly. The security tools and configurations included in your Safe Site plan represent a significant ongoing investment by Tinybox Creative to ensure your website remains protected.
5.4 While no system is invulnerable, the layered security approach applied to all Safe Site websites makes a breach extremely unlikely. In the rare event that malware does get through, clean-up and restoration is included at no additional cost (see Section 6).
6. malware.
6.1 While every reasonable precaution and best practice is taken (see Section 5), Tinybox Creative accepts no liability for loss or damage, including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, any malware contracted.
6.2 If your website becomes infected with malware, we will clean and restore it at no additional cost on all Safe Site plans. This may require restoring a backup, which could result in recent content updates or WooCommerce orders being lost. We will do everything we can to repair the website and preserve your data.
7. website backups.
7.1 We take daily website backups going back up to 7 days, and weekly backups going back up to 7 weeks.
7.2 During the month, we may need to create additional backups as part of maintenance work. Any backups Tinybox Creative creates are included in the total backups stored for your website and may reduce the number of days available to restore from.
8. uptime monitoring.
8.1 All Safe Site plans include 24/7 website uptime monitoring.
8.2 Tinybox Creative targets 99.9% website uptime across all Safe Site plans. This equates to no more than approximately 8.7 hours of downtime per year, inclusive of scheduled maintenance.
8.3 In the event of downtime, our team is automatically notified and will work to resolve the issue. This includes downtime detected outside of business hours, which will be addressed without waiting until the next working day.
9. SSL certificate management.
9.1 We will manage and renew your SSL certificate, ensuring the correct level of security is in place for your website.
10. DNS management.
10.1 We will manage your website’s DNS settings to ensure your domain is correctly configured and performing as expected.
11. Google Analytics and Google Search Console.
11.1 Google Analytics and Google Search Console tracking will be installed on your website so it is possible to analyse and monitor traffic. Full access is given to you and anyone else in your business who you approve.
11.2 This is not an SEO service.
12. plugin and theme licence costs.
12.1 The plugins we use to achieve basic website functionality are covered as part of your Safe Site plan. Any additional functionality licences are not covered.
12.2 Your Safe Site plan includes the cost of an Elementor Pro licence for your website (valued at £72 per year as of February 2026 if purchased individually).
12.3 For websites built with alternative page builders such as Avada, Divi or WP Bakery, we will cover the licence cost up to a maximum of £100 per year.
12.4 These licence costs are included for the duration of your Safe Site plan. Upon cancellation, you will be responsible for purchasing and maintaining your own licences (see Section 23).
13. technical and content support.
13.1 Support entitlements differ by plan:
Safe Site Web Care Lite: No support time is included. Technical and content support is available at £75+VAT per hour, pro-rated to 30-minute blocks (£37.50+VAT per 30 minutes).
Safe Site Web Care: Up to 1 hour per month of technical and basic content update support is included. Unused time can be rolled over with a maximum of 3 months accrued at any one time. Work exceeding the included time will be charged at £75+VAT per hour.
Safe Site Web Care Plus: Up to 3 hours per month of technical and basic content update support is included. Unused time can be rolled over with a maximum of 3 months accrued at any one time. Work exceeding the included time will be charged at £75+VAT per hour.
13.2 We will always contact you before undertaking any chargeable work that falls outside your included support time.
14. priority support and response times.
14.1 You can email any request, problem or question to [email protected] and receive priority support.
14.2 Response times are based on the severity of the issue:
Critical (website down or inaccessible): Response within 1 hour, including outside of business hours.
High (website partially affected, e.g. broken functionality or performance issues): Response within 3 working hours.
Standard (general requests, content updates, non-urgent queries): Response within 1 working day.
14.3 Tinybox Creative will assess the severity of each issue upon receipt. If you believe your issue is critical, please state this clearly in your email.
14.4 On rare occasions, we may be very busy and response times could be longer. We do our utmost to avoid this and provide the stated response times.
15. monthly contact form testing.
15.1 We will test your website’s contact forms on a monthly basis to ensure they are functioning correctly and delivering enquiries as expected.
16. downtime caused externally.
16.1 Website downtime caused by a party outside of Tinybox Creative making adjustments to the website will be chargeable at £75+VAT per hour to resolve. If this downtime occurs and we resolve it outside of office hours, the fee becomes £112.50+VAT per hour.
16.2 We will assume you are happy for us to undertake the work required to restore your website if it goes down. We will do this and then contact you afterwards regarding payment if it is found that the downtime was not caused by Tinybox Creative.
16.3 Downtime caused by the website owner’s failure to renew the domain is also chargeable as above for the time taken to diagnose the issue and contact you to resolve it.
17. downtime caused by Tinybox Creative.
17.1 In rare instances, downtime may be caused by Tinybox Creative due to ongoing maintenance of your website.
17.2 Tinybox Creative accepts no liability for loss or damage caused by downtime, including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, downtime.
17.3 It is extremely rare for downtime to be caused by Tinybox Creative and we do our utmost to avoid such an occurrence.
18. server and hosting updates.
18.1 From time to time, server software such as PHP or MySQL versions may be updated. These updates are essential for security and performance but may occasionally cause compatibility issues with plugins, themes or custom code on your website.
18.2 If errors occur on your website as a result of these updates, we will fix them within the support time included in your plan. If the issue takes longer to resolve, we will contact you to discuss and arrange a quote.
19. Tinybox Creative user account.
19.1 It is required for Tinybox Creative to have at least one user account on your website at administrator level. We will create this account and add our key web staff as users when your website goes live on our servers.
19.2 Please do not remove or downgrade these accounts from administrator level. We need these accounts to gain access and manage any issues should they arise.
20. payment terms.
20.1 You are required to set up a standing order for the 25th of each calendar month for the amount of your Safe Site plan.
20.2 Tinybox Creative charges for monthly services one month in advance. The billing cycle runs from the 25th of the month to the 25th of the following month (e.g. payment taken on 25th February covers services in March).
21. late payment.
21.1 If payment is not received by the 25th of the month, we will reach out to arrange payment as soon as possible.
21.2 If payment remains outstanding 14 days after the due date, we reserve the right to pause services until payment has been successfully made. We will always attempt to contact you before taking this step.
21.3 We understand that payment issues can arise and we will always work with you to find a reasonable solution. However, in cases of repeated late payment, we reserve the right to apply an administration fee of up to 50% of your monthly plan cost, or to require payment by an alternative method such as direct debit.
21.4 If payment remains outstanding for more than 30 days, Tinybox Creative reserves the right to terminate the plan in accordance with Section 22.
22. termination.
22.1 Should you wish to terminate your Safe Site plan, you can do so by contacting [email protected].
22.2 If you are on a 12-month commitment, your cancellation will be effective from the end of your 12th month.
22.3 There is a minimum 30-day notice period for cancellations on all monthly rolling plans.
22.4 Upon cancellation, you will be given the option of either:
(i) Tinybox Creative migrates your website to an independent account with our hosting partner (£150+VAT one-off payment), after which you pay ongoing hosting fees directly to the hosting provider.
(ii) Tinybox Creative provides your website files to your own developer so you can migrate to hosting of your own choosing (free of charge). We strongly recommend the use of a professional web developer to assist with migration.
23. post-cancellation responsibilities.
23.1 Once migration is complete and you have been notified by email, you agree to be fully responsible for:
(i) Ongoing hosting fees paid directly to your chosen hosting provider
(ii) Renewal and payment of all domains
(iii) Renewal and payment of SSL certificates where applicable
(iv) Security and maintenance of your website, including updating plugins, WordPress core, browser testing and all content
(v) Payment and maintenance of any paid-for plugin and theme licences
23.2 We offer a plugin licence transfer assistance service for £75+VAT where we can help you purchase the relevant plugin licences on a video call.
23.3 Once migration is complete and you have been notified by email, Tinybox Creative accepts no responsibility for the uptime or content of your website.
24. copyright and intellectual property.
24.1 All content created by Tinybox Creative for the purposes of this plan shall be owned by the Client. Tinybox Creative does not retain any intellectual property rights for work created for the Client as part of this plan.
25. e-commerce (Safe Site Web Care Plus only).
25.1 Safe Site Web Care Plus is designed for e-commerce WordPress websites and includes all features listed in these terms, with extended support time as outlined in Section 13.
