Support Hours Terms & Conditions

These Support Hours terms apply alongside my general Terms & Conditions. If anything here differs from the general terms, these Support Hours terms apply. By purchasing Support Hours and agreeing at checkout, you accept these terms.

Support Hours are a prepaid block of my time, available in blocks of 5 or 10 hours. They're used for updates, fixes, and small projects on your website and related accounts. Support Hours are paid in full at purchase and are valid for 12 months from the date of purchase.

If we haven't worked together before, we'll start with a free 30-minute onboarding call so I can get to know your site and set up access. The onboarding call doesn't use any of your hours. Requests can be sent once onboarding is complete.

You can send requests by email or HoneyBook message. Please include what you'd like changed, along with any photos, text, or files I'll need. I'll confirm each request and let you know when to expect it. Most requests are completed within 3 to 5 business days. For larger requests, I'll let you know the expected timing when I confirm.

Time is tracked in 30-minute increments and includes the time spent reviewing, completing, and checking your request. After each request, I'll let you know how much time it took and how many hours you have left. If a request will likely take more than 2 hours, I'll share an estimate and wait for your approval before starting.

If a request would use more time than you have left, I'll let you know before starting. Work pauses when your balance reaches zero and can continue once you purchase another block.

Support Hours are meant for updates, fixes, and small projects. Larger projects, like a site redesign or several new pages, may be better suited to a Focus Day or Custom Website Build. If a request is outside the scope of Support Hours, I'll let you know and suggest another option.

Support Hours are available for Squarespace sites, and for Shopify or Square Online sites I originally built. Google Business Profile and other account support doesn't depend on your website platform.

Please don't share passwords. I'll provide instructions to add me as a contributor or manager on the accounts we need, and you can remove my access at any time. I'll keep any private information I see in your accounts confidential, and I'll only use my access for the work you request.

I take care when making changes to live sites, and I'll check with you before making major changes to existing pages. I'm not responsible for issues caused by platform outages, updates, or data loss on third-party services.

Some requests may involve paid items like stock photos, fonts, or apps. I'll never buy anything without your approval, and any costs are billed separately or paid by you directly. Any fees for third-party services, such as subscriptions or domains, are your responsibility.

Once paid, the work I complete for you belongs to you. Your website, domain, and accounts stay in your name. I may share the work in my portfolio or marketing. If you'd prefer I don't, just let me know in writing.

If you have any questions about these terms, email me at bonnie@codeandcraftworks.com before purchasing.