Terms of Service

Effective Date: February 15, 2026

These Terms of Service (“Terms”) explain how GrailHiiv provides website care, SEO, support, hosting-related, and maintenance services. By using our website, purchasing a service, subscribing to a care plan, or requesting support, you agree to these Terms.

The terms “we,” “us,” and “our” refer to GrailHiiv. The terms “you,” “your,” and “client” refer to the person, business, or organization using our website or services.

Introduction

We provide WordPress care, website support, technical SEO monitoring, performance support, hosting support, and related digital services for businesses.

By using our website or services, you agree to follow these Terms. If you do not agree with these Terms, you should not use our website, purchase a service, or request support.

These Terms apply to all services we provide unless a separate written agreement says otherwise.

Services Provided

We provide WordPress care, website maintenance, technical SEO, performance, security, backup, hosting-related, website email delivery, and support services for business websites.

The specific services available may include care plans, one-time services, ongoing support, monitoring, maintenance, optimization, and related website assistance. The current list of services, plan details, and service descriptions can be found on our Services page.

The services included for each client depend on the selected plan, package, invoice, proposal, or written agreement. Not every service listed on the Services page is included in every plan.

We may use third-party tools, platforms, plugins, hosting providers, analytics tools, SEO tools, backup tools, security tools, and email delivery services to provide these services.

Plans and Subscriptions

We offer care plans such as Essential Site Care and Premium Site Care. These plans may be billed monthly or annually.

The plan details, pricing, features, and service limits will be shown on the service page, proposal, invoice, or written agreement.

We may update, rename, remove, or change service plans when needed. If a major change affects an active client subscription, we will provide reasonable notice.

Client Responsibilities

To provide services properly, we need you to provide accurate information, clear instructions, required access, and timely approvals when needed.

You are responsible for giving correct website details, maintaining active payment, keeping contact information updated, and making sure you have the right to use all content, images, logos, files, tools, and accounts provided to us.

You are also responsible for renewing your domain name, hosting account, paid plugins, software licenses, email services, and third-party tools unless we have specifically agreed to manage them.

We are not responsible for delays, missed work, or service interruptions caused by missing access, expired accounts, unpaid third-party services, unclear instructions, or client-side changes.

Website Access

Some services require access to your WordPress website, hosting account, DNS provider, Cloudflare account, domain registrar, analytics tools, Google Search Console, or other related systems.

You agree to provide the access needed to complete the requested work. If access is not provided, we may not be able to perform updates, monitoring, troubleshooting, backups, reporting, hosting support, or other services.

We will use provided access only for service-related work. Login details should be shared securely whenever possible.

Payment and Billing

By purchasing a service or subscribing to a plan, you agree to pay the fees shown on the invoice, checkout page, proposal, service page, or written agreement.

Monthly and annual subscriptions are billed in advance. Services may not begin until payment is received unless otherwise agreed in writing.

If payment fails, is late, disputed, reversed, or incomplete, we may pause or stop services until the account is resolved.

We may update pricing or billing terms in the future. Pricing changes may apply at the next renewal period unless otherwise stated.

Renewals and Cancellation

Monthly and annual subscriptions may renew automatically unless you cancel before the next billing period.

You may cancel your subscription by contacting us at contact [at] grailhiiv.com.

Cancellation stops future renewal charges, but it does not refund payments already made. Services may continue until the end of the current paid billing period unless we state otherwise.

After cancellation, we may stop providing updates, monitoring, backups, support, reports, security checks, technical SEO monitoring, hosting support, premium license access, and other services included in the plan.

Refund Policy

Payments made to us are not refundable.

This applies to monthly subscriptions, annual subscriptions, setup fees, one-time services, support fees, hosting-related fees, and other service payments unless a separate written agreement says otherwise.

No refund is provided for unused time, unused support, unused edit requests, early cancellation, client delays, missing access, change of mind, or failure to use the service during the paid period.

Support Hours and Response Time

We provide support during business hours.

The usual response time is 2 to 8 business hours. Response time means the time it usually takes to review, acknowledge, or begin assessing a request. It does not mean every request will be completed within 2 to 8 hours.

Completion time depends on the request type, website condition, required access, task complexity, third-party tools, hosting limits, plugin issues, and whether the request is included in the active plan.

Unlimited Minor Edits

Premium Site Care includes unlimited minor edits that cover routine changes within your existing website.

This may include updating text, replacing images, adjusting existing layouts, modifying plugin settings, formatting blog posts, updating links or buttons, editing menus, and making small visual or structural improvements based on your instructions.

Unlimited minor edits are intended for small ongoing website updates. Requests may be handled one at a time or in a managed queue. Unlimited edits do not mean unlimited project work, unlimited development, unlimited redesigns, or unlimited urgent requests.

Out-of-Scope Work

Some requests are not included in unlimited minor edits.

Requests that require creating new designs, writing new content, building custom features, advanced troubleshooting, deeper code changes, custom plugin work, advanced WooCommerce work, major speed rebuilds, or complex development are handled separately.

If a request is outside the active plan, we may decline it, provide a separate quote, recommend another service, or schedule it as a separate project.

We have the right to decide whether a request is a minor edit, support task, technical fix, or separate project.

Hosting and Third-Party Services

We may support websites hosted on client-owned hosting accounts, managed hosting setups, or both.

If your website is hosted by a third-party hosting provider, that provider remains responsible for its servers, platform, uptime, backups, account rules, billing, and technical limits.

We may also rely on third-party tools such as WordPress plugins, hosting platforms, Cloudflare, backup tools, security tools, SEO tools, analytics tools, SMTP providers, and monitoring systems.

We are not responsible for outages, bugs, errors, price changes, service interruptions, policy changes, account suspensions, or limitations caused by third-party tools, providers, platforms, plugins, themes, or hosting companies.

Backups, Security, SEO, and Performance Limitations

We may help with backups, recovery support, security monitoring, performance improvements, technical SEO checks, and website email delivery depending on the selected plan.

These services are designed to reduce risk and improve website health, but they cannot guarantee perfect results.

Backups may fail or may not restore perfectly. Security monitoring cannot guarantee that a website will never be hacked. SEO monitoring cannot guarantee rankings, traffic, leads, or sales. Performance work cannot guarantee specific speed scores because results depend on hosting, themes, plugins, scripts, images, and third-party tools.

Website email delivery also depends on email providers, DNS records, SMTP settings, spam filters, inbox providers, and other systems outside our control.

No Guarantee of Results

We do not guarantee specific business results.

This includes search rankings, organic traffic, leads, sales, revenue, conversions, PageSpeed scores, Core Web Vitals scores, uptime percentages, email delivery rates, malware prevention, or recovery outcomes.

We will provide services professionally and carefully, but results depend on many factors outside our control, including competition, website history, search engine updates, hosting quality, client decisions, third-party tools, plugins, themes, and market conditions.

Intellectual Property

You keep ownership of the website content, images, logos, files, business information, and materials you provide to us.

You confirm that you have the right to use any content, images, files, trademarks, or materials provided to us.

We may use our own templates, systems, checklists, processes, reports, methods, documentation, and internal tools to provide services. These remain our property unless otherwise agreed in writing.

Work created specifically for your website may be used by you after full payment has been made, unless a separate agreement states otherwise.

Confidentiality

We may receive access to private website, business, login, analytics, hosting, SEO, email, or technical information while providing services.

We will use this information only to provide the requested services, support, reporting, troubleshooting, maintenance, or related work.

You should avoid sending unnecessary sensitive information. We are not responsible for security issues caused by weak passwords, reused passwords, insecure sharing methods, compromised client accounts, or access given to other parties.

Disclaimer

We provide our website, services, support, reports, recommendations, and deliverables on an “as is” and “as available” basis.

We do not promise that the website or services will always be error-free, uninterrupted, fully secure, or suitable for every specific purpose.

We also do not promise that all issues, bugs, conflicts, vulnerabilities, downtime events, broken features, SEO issues, email problems, or performance problems will be detected, prevented, or resolved.

Limitation of Liability

To the fullest extent allowed by law, we are not responsible for indirect, incidental, special, or consequential damages.

This includes lost profits, lost revenue, lost data, lost leads, ranking drops, business interruption, website downtime, security incidents, email delivery failure, hosting failure, or third-party service problems.

We are also not responsible for losses caused by client actions, third-party providers, plugins, themes, hosting companies, domain issues, expired services, search engine updates, platform changes, malware, unauthorized access, or work performed by other developers or agencies.

Where liability cannot be fully excluded under applicable law, our total liability will be limited to the amount paid by the client for the affected service during the one month before the issue occurred.

Termination

We may pause, limit, or terminate services if you fail to pay, do not provide required access, give unclear or delayed instructions, request work outside the agreed scope, violate these Terms, or use the service for unlawful or harmful purposes.

We may also stop service if the website creates unusual security, legal, technical, or reputational risk.

After termination, we may stop all services connected to the client account, including updates, support, monitoring, backups, reports, security checks, technical SEO monitoring, hosting support, and premium tool access.

Changes to Terms

We may update these Terms when needed.

Updated Terms may be posted on the website or shared through another reasonable method. Continued use of the website or services after changes are made means you accept the updated Terms.

Governing Law

These Terms are governed by the laws of the Philippines.

Any dispute related to these Terms, the website, services, payments, support, or relationship with GrailHiiv will be handled under applicable Philippine law.

Contact Information

For support, cancellation, billing questions, or notices related to these Terms, contact us at contact [at] grailhiiv.com.