These Terms govern the WordPress troubleshooting and repair services provided by Donaldson R F, an independent professional (the "Technician"), through wprescue247.com. By requesting support and accepting a quote, the client (the "Client") accepts these Terms in full.
1. Nature of the service
The Technician provides independent, WordPress-specialised troubleshooting and emergency repair, covering issues such as: white screens and critical errors, hacking and malware infections, database connection failures, broken WooCommerce checkouts and payment gateways, plugin and theme conflicts, server errors, lost access to wp-admin, hosting, or FTP accounts, and sites broken after an update, migration, or PHP upgrade. Work covers WordPress core, WooCommerce, and the major page builders, security plugins, and hosting environments in common use. The Technician also offers related services on request, including managed WordPress hosting, monitoring, security hardening, staging environments, and speed optimisation.
The Technician does not operate a staffed helpdesk with shifts in the traditional sense, but does keep WhatsApp, Telegram, and email actively monitored 24 hours a day, every day of the year, precisely because WordPress emergencies are not limited to business hours. While every reasonable effort is made to respond as quickly as possible at any hour, no specific response time is contractually guaranteed for any given moment, as this can occasionally depend on factors outside the Technician's control.
2. How work is carried out
Most support is delivered remotely, using access provided by the Client — which may include wp-admin access, hosting or server control panel access, database access, FTP/SFTP, or similar. For clients based near Pavia, Italy, in-person meetings can be arranged by mutual agreement. The Client is responsible for providing accurate access details and for the legality of any content, plugin, theme, or code present on the site.
3. Access and data
- The Technician only requests the access strictly necessary to diagnose and fix the reported issue.
- Access credentials are not shared with third parties and are not retained beyond what is reasonably necessary for the job, unless the Client has engaged the Technician for ongoing managed hosting, monitoring, or maintenance.
- Wherever technically possible, a backup is taken before any significant change is made to the Client's WordPress site, database, or hosting configuration. The Client remains responsible for maintaining their own regular backups outside of any ongoing maintenance agreement.
4. Responsibility for pre-existing issues
The Technician cannot be held responsible for data loss or further damage arising from pre-existing hardware failures, corrupted databases, prior malware infections, or the absence of a usable backup, provided the Technician has acted with reasonable care. The Technician is not responsible for issues caused by the use of pirated, nulled, or unsupported plugins or themes supplied or previously installed by the Client, nor for the actions or policies of third-party hosts, registrars, or payment processors.
5. Pricing and quotes
No fixed price list is published on the website, as the cost of resolving a WordPress issue depends entirely on its nature, complexity, and the plugins or hosting environment involved, none of which can be reliably assessed in advance. Before any paid work begins, the Technician will provide the Client with a clear quote based on the diagnosis carried out. Pricing reflects the actual time and complexity of the work; no additional "emergency" or out-of-hours surcharge is applied on top of this fair, time-based rate.
6. Follow-up window
Following a completed fix, the Client has a short period (as communicated at the time of the job, typically a few days) to report any issue directly related to the original fault, at no extra charge. This follow-up window does not cover new, unrelated issues, new feature requests, or problems arising from changes made to the site, hosting, or plugins by the Client, their platform provider, or third parties after the fix was delivered.
7. Cancellation and refunds
If, after diagnosis, the Technician determines that an issue genuinely cannot be resolved, the Client will not be charged for work that did not restore the site to a working state, save for any diagnostic time already agreed and disclosed in advance. The Client may cancel a request at no cost before paid work has begun.
8. Third-party providers and platforms
The Technician is not responsible for outages, data loss, or security incidents caused directly by third-party providers, including hosting companies, domain registrars, plugin or theme vendors, payment processors (such as Stripe), or email providers, while committing to work with reliable providers and to assist the Client in resolving issues that arise with them.
9. Governing law
These Terms are governed by Italian law. Any dispute falls under the exclusive jurisdiction of the Court of Pavia, Italy, without prejudice to any mandatory consumer protection rights the Client may have under the law of their own country of residence.