Terms & Conditions

Welcome to Otter Fixer. These Terms & Conditions (“Terms”) set out the agreement between you (“the Client”) and Otter Fixer (“we”, “us”, “our”) for website fixes, troubleshooting and diagnostic services.

By requesting services from Otter Fixer, you agree to these Terms.

1. About Us

Otter Fixer is operated by a sole trader based in the United Kingdom.

Contact email: olivia@otterfixer.com

Services are primarily offered to clients in the UK and other English-speaking countries.

2. Our Services

Otter Fixer provides:

  • WordPress website fixes
  • Troubleshooting and diagnostic support
  • Identifying issues and advising on how to fix them
  • Minor CSS/HTML corrections
  • Guidance for clients to fix the issue themselves if preferred

We do not provide custom development, hosting, plugin support, server administration, or any service outside of standard fixes and diagnostics unless agreed in writing.

3. Fees & Payment

  • Diagnostic checks are charged at £20.
  • Fixes are charged at £35 per hour, with a minimum charge of £35 per job.
  • Payment is due after the fix is completed or after diagnostic findings are delivered.
  • Prices are in GBP (£) unless otherwise stated.

We reserve the right to request payment in advance for larger jobs.

4. Backups

The Client is responsible for backing up their website before any work is carried out.

By using our services, you agree that:

  • You have taken a complete and functioning backup of your website and database, or
  • You accept full responsibility for any data loss if no backup exists.

Otter Fixer does not provide backup services unless explicitly agreed in writing.

5. Turnaround Times

We aim to complete most fixes within 1–3 working days, but:

  • No guaranteed timeframe is offered
  • Delays may occur depending on complexity, third-party issues, or client response times

We will always keep you updated if extra time is required.

6. Client Responsibilities

You agree to:

  • Provide accurate information about your issue
  • Supply correct login credentials where required
  • Ensure you have permission to request changes to the website
  • Maintain your own hosting, plugins, domains, and security
  • Inform us of any relevant changes during the job

We cannot complete work if requested details or access are missing.

7. Website Access & Login Credentials

You may need to provide us with login details to access your website for diagnostic or fix purposes. By providing such access, you agree to the following:

  • You will supply a temporary username and password wherever possible.
  • You will remove or change the password once the work has been completed.
  • You acknowledge that we do not store login details in any system other than the original email thread in which they were provided.
  • You understand that Otter Fixer cannot be held responsible for any security issues, unauthorised access or breaches that occur before, during or after the work, particularly where login credentials are weak, reused, permanent, or not changed after completion.
  • You remain fully responsible for the ongoing security of your website and user accounts.

8. Third-Party Services & Limitations

WordPress websites rely heavily on:

  • Plugins
  • Themes
  • Hosting providers
  • External integrations

You understand and agree that:

  • We cannot guarantee the performance, compatibility, or stability of any third-party tools
  • We are not responsible for plugin bugs, hosting failures, server restrictions, conflicts, or downtime caused by external systems
  • Fixes may require updates or removal of problematic plugins
  • Some issues may not be fully resolvable due to third-party limitations

We will always explain any restrictions before proceeding.

9. Liability & Disclaimer

To the fullest extent permitted by law:

  • Otter Fixer is not liable for any loss, damage, downtime, errors, security breaches, data loss, financial loss, loss of earnings, or indirect or consequential damages arising from any work performed.
  • All services are provided on a best-effort basis.
  • No guarantee is offered that any fix, recommendation, or diagnostic will permanently resolve the issue.
  • You accept that making changes to a website may reveal existing hidden problems, theme/plugin conflicts, or hosting issues beyond our control.
  • You agree that any work carried out is entirely at your own risk.

If liability is ever established despite these Terms, it is strictly limited to the amount you paid us for that specific job.

10. Refusal of Work

We reserve the right to refuse:

  • Unsafe requests
  • Requests requiring illegal or unethical actions
  • Fixes that may cause unavoidable data loss
  • Work where access is incomplete or unclear
  • Jobs outside the scope of our services

If we decline a job, no fee will be charged unless diagnostic work has already been completed.

11. Cancellations & Refunds

  • Diagnostics are non-refundable once completed.
  • Fix payments are made only after work is delivered; therefore no refunds apply.
  • If a fix cannot be completed, we will inform you and no fee will be charged beyond diagnostics.

12. Privacy & Data Handling

We only collect the information necessary to diagnose and fix your issue.

This includes:

  • Name
  • Email
  • Website URLs
  • Login credentials (if provided)
  • Details of the issue

Data is handled in accordance with UK GDPR.
More details are available in our Privacy Policy.

13. Governing Law

These Terms are governed by the laws of England and Wales.

Any disputes are subject to the exclusive jurisdiction of UK courts.