Service Terms

Version 1.2. Effective October 28, 2026.

These terms apply to every service you order from Olea Works (“OleaWorks”, “we”, “us”), whether you order through our website, by invoice, or through your client portal. By placing an order or paying an invoice, you agree to these terms.

1. Payment and billing

We bill through PayPal invoices. Your first invoice is emailed when you place your order and is due when you receive it. Work begins once it is paid.
Monthly services are billed each month. We email your invoice about 7 days before your billing date, and it is due on your billing date.
Prices are in US dollars and do not include sales tax, which is added where the law requires it.
If a monthly invoice is more than 10 days past due, we may pause your services until it is paid. Paused services do not extend your billing period or financial responsibility.

2. Monthly plans and cancellation

Monthly plans, including care plans, hour blocks, blog plans, social media plans and the after-hours add-on, continue month to month until you cancel.
You can cancel at any time by emailing us before your next billing date. Cancellation takes effect at the end of the month you have already paid for.
We do not give refunds or credits for partial months.
We may end a monthly plan with 30 days’ written notice, or right away if an invoice is unpaid or these terms are broken.

3. One-time projects and refunds

One-time services, such as migrations, rebuilds, cleanups, landing pages and blog sets, are paid in full before work begins.
If you cancel before we start, we refund what you paid, minus any payment processing fees.
Once work has started, payment covers the work done, and refunds are given only at our discretion for work not yet performed.
Each one-time project includes the fixes described in its listing (for example, 30 days of fixes after a migration launches). Changes beyond the agreed scope are new work.

4. Hour blocks and hourly work

Hour blocks give you a set number of team hours each billing month.
Hours do not roll over. Unused hours expire at the end of each billing month and are not refundable.
Time is tracked in 15-minute increments.
Work beyond your block is billed at our standard hourly rate, or you can move to a larger block for the next billing month.
For a limited time, the minimum for agency hour blocks is 10 hours per month, unless we agree to a different minimum in writing. The 10-hour package is available to a limited number of accounts. At our discretion and without notice, the smallest package for new accounts may return to 20 hours. Clients who signed up for the 10-hour promotional package keep it until they cancel, and we make no promise that the same minimum will be available again after cancelling.

5. Business hours, response times and after-hours work

Our business hours are Monday to Friday, 9 am to 5 pm Pacific time, excluding US holidays.
Response times listed in our plans are targets measured in business hours, not guarantees.
Work outside business hours is available to clients with the After-Hours On-Call add-on, or at our discretion, and is billed at 1.5 times the standard hourly rate.
Estimates are our best judgment of the time involved. They are not fixed prices or caps unless we say so in writing.

6. Agency partners

Approved agency partners receive agency pricing while their account is active and in good standing.
Agency hour blocks do not include hosting. See section 14.1.
We work white label: no Olea Works branding on your clients’ websites, deliverables or emails, and we do not contact your clients unless you ask us to.
We do not market to, quote or take on clients you bring to us, for as long as you are a partner and for 12 months afterward.
You are responsible for your agreements with your own clients, including your prices and what you promise them.

7. Your content, accounts and ownership

You keep ownership of your content, logos, images and accounts.
Once you have paid in full, you own the website work we create for you, except for third-party themes, plugins, fonts, images and services, which stay under their own licenses.
You confirm that you have the right to use everything you send us, and that it does not infringe anyone else’s rights.
We keep the logins you share with us in an encrypted vault and use them only to do your work.

8. Warranties and limitation of liability

We do our work carefully and professionally. Beyond that, our services are provided “as is”, and we do not guarantee uninterrupted service, search rankings, traffic, sales or freedom from attacks.
We are not responsible for problems caused by your hosting provider, third-party software or services, or changes made by anyone other than OleaWorks.
To the fullest extent the law allows, our total liability for any claim is limited to the amount you paid us for the service involved in the 3 months before the claim. We are not liable for indirect or consequential losses, such as lost profits or lost data.
You are responsible for keeping your own backups unless backups are part of your plan.

9. Changes to these terms

We may update these terms. When we do, we change the version number and date above and email active clients about the change. The new version applies to new orders right away, and to existing monthly plans from your next billing date. If you do not agree to the new version, you can cancel before that date.

10. Governing law and contact

These terms are governed by the laws of the State of California.

Questions about these terms: accounts@oleaworks.com.

11. Client responsibilities and turnaround times

11.1 What we need from you

To do the work, we depend on you for what we call Client Materials. Client Materials include:

Working access and login credentials (hosting, domain registrar, DNS, website admin, email, analytics, social media and any other accounts the work requires), including any two-factor codes or approvals
Content, copy, images, logos, brand files and other assets
Feedback, approvals, decisions and answers to our questions
Payment, when payment is due before work begins
Any other information, access or action we reasonably request in order to complete the work

You are responsible for providing complete and accurate Client Materials on time.

11.2 When the clock starts

Every turnaround time, response time, estimate and deadline we give you, whether quoted, listed on our site or included in your plan, starts only when we have received everything we need to begin. That includes payment when required and Client Materials that are complete and working.

Unless we say otherwise, turnaround times are counted in business days.

11.3 When the clock stops

If at any point we are waiting on you, the clock stops. It stays stopped until we receive what we need. This includes, for example:

Waiting for feedback, approval or a decision
Waiting for content, files or other assets
Waiting for credentials, or credentials that do not work, do not have the permissions we need, or are changed or revoked while we are working
Waiting for a two-factor code, verification email or account approval
Waiting for payment

Any delay on your side extends the completion date by at least the length of the delay. It may extend it further when your work has to be rescheduled around commitments we made to other clients in the meantime.

11.4 Third parties you choose

Delays caused by companies or people you choose or control, such as your hosting provider, domain registrar, software vendors or other contractors, are treated the same as delays on your side and extend the timeline in the same way.

11.5 Projects on hold

If we have been waiting on you for 14 days or more, we may place the project or request on hold. When you are ready to continue, we will schedule it back in at our next available opening. Work already completed, and time already used, remains billable.

11.6 Missed deadlines caused by delays

We are not responsible for missed deadlines, launch dates, lost sales or any other consequence that results from delays in Client Materials or from the third parties described above.

11.7 Emergency and website rescue work

For websites that are hacked, down, or broken by an update, an edit or a change made by you or someone else:

Response and repair time starts when we have working access to everything the repair requires.
What we can restore depends on the backups and files available. If no clean backup exists, recovery may be partial, and rebuilding missing work is billed as additional work.
Changes made to the website by you or others while we are working may slow the repair or undo it, and the extra time is billable.
Estimates for rescue work are our best judgment of the time involved, not a fixed price or a cap.
After-hours work is available only to clients with the after-hours on-call add-on, or at our discretion, and is billed at the after-hours or emergency rate in effect at the time.

11.8 Damage caused after our work

If a website we have worked on is later changed, updated or edited by you or someone other than OleaWorks, and that change causes a problem, fixing it is new work billed at our current rates.

12. Website platform upgrades, changes and replication

Our goal is a pixel-perfect match of your existing website. Every platform has its own building blocks and limits, and the new platform ultimately decides what is possible, so some elements may be rebuilt using the closest equivalent it offers. At most, your website will look like it had a light refresh, and your visitors will not be able to tell it moved to a new platform or server.

Because each platform controls its own features, layouts, fonts, apps and integrations, some elements may differ slightly from the original or be replaced with the closest available equivalent. Small visual differences caused by the new platform’s limits are not defects.
Features that depend on third-party apps, plugins or services may need replacements. Any fees for those replacements, and for the new platform’s plan, are your responsibility.
Search rankings can move for several weeks after a migration while search engines recrawl the new site. We keep your page addresses where possible and set up redirects to keep this to a minimum, but we cannot guarantee rankings.
When we recreate a website from old backups or archive snapshots, we can only restore what those sources contain. Missing content, images or functionality may need to be recreated, which is billed as additional work.
Turnaround times for migrations start when we have working access to both the old and new platforms and everything else we need, as described in Client responsibilities and turnaround times.

13. Security cleanups, assessments and rebuilds

Infected backups. If a website has been compromised for some time, its backups may be infected as well. We scan backups before using them. If no clean backup exists, a Clean Rebuild may be the only safe option.
Re-infection. A cleanup removes the problems we find at the time of the work. We cannot guarantee that a website will not be attacked or infected again unless it stays on one of our care plans. You are responsible for changing the passwords of your hosting, email and any other accounts we do not control.
Assessment results. A Rescue Assessment recommends the fix we believe is safest for your website. If you choose a lesser option against our recommendation, we are not responsible for problems that return as a result.

14. Hosting and Hosting Moves

14.1 Hosting with Olea Works

Hosting is included at no extra charge with every Olea Works care plan for websites hosted on our servers.
Agency hour blocks do not include hosting. Agency partners add hosting only for the client websites that need it, billed for each website every month at the agency partner rate, or choose a care plan for that website, which includes hosting. We also work on websites hosted elsewhere.
Websites without a care plan can be hosted with Standalone Hosting, billed monthly. Standalone Hosting includes hosting and regular backups only. It does not include updates, security monitoring, support or fixes.
If you cancel your care plan, your hosting continues as Standalone Hosting at the current monthly price unless you ask us to end it.
We can register or manage your domain name on request. Domain fees are billed separately unless we agree otherwise.
Email hosting is not part of our hosting. We recommend a dedicated email provider, and we can help you connect it to your domain.
Third-party services (for example premium plugins, fonts or apps) are not included unless we agree otherwise in writing.

14.2 Uptime and maintenance

We work to keep hosted websites online and fast, but uptime is a target, not a guarantee. Outages can happen because of our hosting provider, network problems, attacks, or other causes outside our control.
We may carry out maintenance on servers from time to time, and try to schedule it outside business hours.
We are not responsible for losses caused by downtime, as described in section 8.

14.3 Fair use

Hosting is meant for normal business websites. If a website uses unusually high resources, traffic or storage, or puts other websites at risk, we may ask you to upgrade, move to dedicated hosting at an added cost, or reduce the load.
We may suspend a website right away if it is hacked, sends spam, hosts illegal content, or threatens the security of our servers or other clients. We will tell you as soon as possible and work with you to restore it.

14.4 Leaving Olea Works hosting

You can end hosting at any time by emailing us before your next billing date.
On request, we provide a full backup of your website files and database so you or your new host can move it. Moving the website to the new host is your responsibility unless you purchase a Hosting Move from us.
After hosting ends, we keep the website and its backups for 30 days, then delete them from our servers.

14.5 Hosting moves

A Hosting Move transfers an existing website, as it is, from one host to another. It does not include redesigning, rebuilding or changing platforms, which is a Website Platform Upgrade or Change (section 12).
A Hosting Move is included free when you move your website to Olea Works hosting with a care plan.
For agency partners on hour blocks, a move to Olea Works hosting has no separate fee. The time it takes is counted against the agency’s monthly hours.
A Hosting Move is for websites that are in working order. A website that is badly damaged, hacked or not loading may need a Website Rescue first, billed separately or counted against agency hours, before it can be moved.
We need working access to both the old and new hosting accounts and to your domain’s DNS settings. Turnaround starts once we have them (section 11).
We keep the website on the old host until the move is confirmed. You are responsible for keeping the old hosting account active until then.
Email is not included. If your email is hosted with your old hosting company, you will need to keep it there or move it to an email provider before the old account is closed.