Have a question that isn’t answered here? Please send us a note and we’ll be in touch promptly.
Is there a contract?
No contract, you can cancel at any time.
How can I pay?
Pay online with a credit card (VISA, Mastercard, AMEX, Discover, JCB or Diner’s Club). Your card will be billed automatically on a monthly recurring basis until you cancel or change your plan.
What’s your refund policy?
For the first 14 days, a 100% refund is given. After 14 days, refunds are prorated based on how much time is left in that month.
Are there discounts if I sign up multiple websites for your plans?
Of course – we have 2-Pack, 3-Pack and 5-Pack versions of each Plan with tiered discounts. Contact us for more information and let us know how many sites you’d like to include – we can create a customized quote.
Can I change my plan?
Absolutely, you can upgrade or downgrade at any time.
Does it matter where I host?
Yes it does – a high-quality host is especially important for business websites. WP Minder services will work with many hosts, but not all. If you’ve had problems with your host or if they are not providing the recommended WordPress environment, we can make suggestions based on your site needs and budget. We can even help you migrate to a new host. We do provide hosting through WP Engine.
Do you offer hosting?
Yes, we offer hosting with top-flight WordPress host WP Engine; here’s more information.
Can you take care of WooCommerce sites?
Yes we can. Due to the likelihood that something will break during major WooCommerce updates, which happen 2-3 times per year, you can expect to be billed for extra support time when those updates are released. We’ll copy your site to a staging area so we can safely test the new update before doing it on your live site. If all goes well, it’ll typically be a 1-hour fee ($70 at our discounted rates). Otherwise, it will take longer depending on the problem. Managing WooCommerce plugin subscription issues, handling WooCommerce addon problems, talking with WooCommerce support on your behalf, etc. are not included at discounted rates.
What happens if an update breaks my site?
We’ll roll it back to a safe version of the site at no charge. Or we can attempt to fix the problem, or replace the plugin – the discounted hourly rate of $70 applies to either (or apply the 30 minutes of included support for Business Plan clients). We can repair or replace most basic plugins fairly easily and quickly. Premium commercial plugins and themes may take considerably longer.
What about my customized commercial theme or plugin?
We’ll update customized commercial themes, like Genesis, and commercial plugins such as WooCommerce, but our sole no-charge remedy for breakages is to roll back to the previous version. We recommend you contact your developer to get your customized theme or plugin working correctly. If that’s not possible, we may be able to address the problem at our normal hourly rate of $95 (or higher for specialized programming) but your best course of action will be using your developer who did the original work for you.
When should I submit a support ticket?
Submit a ticket when you notice any of the following:
- Your site is suddenly not loading in a browser.
- Your site pages appear to be defaced (the sign of a hack).
- You’re seeing an error or warning message when viewing pages on your site.
- Large parts of your site aren’t loading properly, like a sidebar.
- You’ve run a scan using your security plugin and it tells you there’s something suspicious.
- You see user accounts (admin-level) you don’t recognize.
- People who try to access your site or purchase something are seeing a warning.
Submit support tickets to our help desk here if you’re logged in to WP Minder.
Or you can go straight to the help desk – you don’t need to know a special login or password to start a new ticket.
Please be as descriptive about the problem as you can, you can even attach a screenshot if you think it’s helpful. And we’ll be in touch as quickly as possible.
What if my site gets hacked?
We’ll fix it. This may involve recovering from one of our backups, depending on what’s happened.
How many site restores are included?
For the majority of clients, it’s unlimited free restores (clients with up-to-date sites and good overall site security measures in place don’t get hacked very often).
If we identified critical security issues with your site during one of our Security Audits and you choose not to correct them, your account will be limited to one (1) full free restore per calendar year. Your site was identified as high-risk and therefore a much better target for hackers. It’s your choice if you want to risk your site, but after the first restore in a calendar year, the $70/hour fee applies.
Can I hire you to do development work on my site?
Absolutely. Development work is done through our parent company Red Kite Creative. For projects like theme design and development, send us a note about what you need as we quote by the the project.
What’s included in discounted support time?
Simple fixes that take 1/2 hour or less are included – like connecting your payment form to your payment processor. For larger jobs, we’ll provide a quote.
What’s not included in support time?
Fixing premium themes or plugins like shopping carts, membership management and other complex commercial plugins is not included, they will be rolled back until the developer can be contacted. Talking with commercial plugin or theme support on your behalf. Managing subscriptions or licenses for commercial plugins and themes is your responsibility. Talking with your hosting company on your behalf. Design and development of custom themes or custom plugins is not included for discounted add-on hours, nor is repairing complex custom templates for commercial plugins such as WooCommerce. Custom programming (PHP) is available for additional cost. Editing or troubleshooting of custom themes or customized commercial themes is not included as a support feature – for this you will need to contact your theme developer. Content edits are not included. SEO work is not included.
What are my responsibilities as a client?
Your website is an important part of your business and deserves your attention. You agree that you’ll check in on it from time to time, and if you notice any problems you’ll submit a support ticket to wpminder.com promptly. We rely on you to help us keep your site safe – often the client (or your customers) are the first ones to see a problem.
Is there an affiliate plan?
Yes there is, and we’d be happy to have you.
How do I cancel?
Just fill out our form requesting a cancellation. We’ll remove our plugins from your site and any FTP account created for access, issue any refund due, and notify you when your account is closed.