Terms of service.

In short: you pay one fixed monthly price for your plan, with no setup fee and no contract. Your website, domain, hosting and logins stay in your name. You can leave any month with one message, and we hand everything back, free.

Who are "we" and "you"?

"We", "us" and "Penguina" mean the company that runs penguina.website and provides the services described on it. You can reach us any time at hello@penguina.website.

"You" means the business that asks for our help, and the person who agrees to these terms on its behalf. By asking for your first fix, or by starting a plan, you confirm that you're allowed to agree to these terms for your business.

These terms work together with a few shorter documents, which form part of your agreement with us:

• How we work, which explains what working with us looks like week to week.
• Our service levels, which explain what we aim for when you contact us, and how we handle serious problems.
• Our data processing terms, which cover your customers' personal details.
• Our acceptable use rules, which list what our services can't be used for.

If two of them ever seem to disagree, the one that protects you more applies.

What do I get on each plan?

We offer three monthly plans. Each one includes everything in the plan before it. The full list of services is on our pricing page.

Add-ons, such as missed-call text-back or a starter website, are priced on request. We quote each one after your first fix, and nothing starts, and nothing is billed, until you say yes.

How does the free first fix work?

Before you pay anything, we look at your website the way a customer would. We find up to 3 real problems, show you screenshots, explain them simply, fix one of them free if it's safe to do, and send you a short video. Then we offer a 20-minute call. There's no card, no obligation and no pressure.

We only change your website with your permission, and only if the fix is safe. If no fix is safe to make without full access, we'll tell you what we found and what the fix would involve.

How do prices and payment work?

• One fixed price. You pay the monthly price of your plan. Prices are the same for every client and published on our pricing page.
• No setup fee. Moving everything into your name, starting checks and testing your forms in your first month is part of the normal monthly price.
• How you pay. We'll confirm by email how and when you pay before your first month starts.
• Changing plans. You can move up or down a plan from one month to the next.
• Costs that are yours. Some things are billed to you directly by other companies, because they're in your name. Your domain's yearly fee and any paid software you choose, such as a booking system, are examples. We tell you about these up front.
• If prices ever change, we'll tell you by email before a new price applies to you. Because you can leave any month, you're never locked into a price you didn't agree to.

Is there a contract? How do I leave?

There is no minimum term, no notice period and no exit fee. Every plan runs month to month. To leave, send us one message by email or WhatsApp. That's the whole process. You won't be billed for any month after the one you leave in.

When you leave, we hand everything back, free:

1. Your domain, hosting and website, confirmed in your name.
2. A recent full backup of your website.
3. A list of every login and key we looked after for you.
4. We then remove our own access, and confirm it by email.

If someone else is taking over, we'll answer their reasonable questions during the handover, so nothing breaks in the switch.

Who owns my website?

You do. Your domain, hosting, website, Google listing and every login stay in your name. We work on your behalf, with access you give us and can take away at any time. We never register anything of yours in our name.

Pages, replies and other content we write for your business become yours once they're published or delivered. Your weekly notes and monthly pages are yours to keep. Our own internal software, checklists and methods stay ours, but nothing about them ever stops you using, moving or changing anything you own.

If we find something of yours registered in someone else's name, for example a past developer's, we'll help you move it into yours.

What can I count on?

These apply on every plan:

• You own everything: your domain, website, hosting and logins.
• Fixed prices. $100, $250 or $500 a month, with no setup fee.
• Month to month. Leave any month, and we hand everything back, free.
• A short note every Monday and a monthly page, showing what we checked and did.
• We read your alerts and reply to your messages.

Beyond these, we keep watch on your site, take regular backups and check the copies work, test your forms and bookings regularly, and, on Grow and Full Care, draft review replies for you to approve, promptly. What we aim for, and how we handle serious problems, is in our service levels.

What will you never promise?

We never promise Google rankings, mentions in ChatGPT or other AI tools, a number of enquiries or bookings, revenue, "100% uptime", or that a website is "unhackable". We also never claim to make a website "ADA compliant" or "HIPAA compliant". Nobody outside Google or the AI companies controls their results, and enquiries depend on many things beyond your website. What we do is the work itself, shown to you in your weekly note and monthly page.

What isn't included in a plan?

Small edits and fixes are part of looking after your website. These are not included in any monthly plan:

• Full redesigns, or brand-new websites (a starter website is a separate add-on).
• Ads management, social media posting, link building, SEO (search engine optimisation) "packages", PR and newsletters.
• Office IT, logos and print, app development, and running your shop day to day (products, stock, orders).
• Replacing practice or booking software you already use.
• Bookkeeping, payroll, legal paperwork and legal advice. For legal questions, please speak to a lawyer.

If you ask for something outside your plan, we'll say so before doing any work, and quote it first if it's something we offer.

What do you need from me?

• Access. The logins and permissions we need to look after what's in your plan. You can take them back at any time, though we can't look after what we can't reach.
• Accurate information. Your opening hours, prices, services and contact details. Tell us when they change, so your website and listings stay right.
• Approvals. Anything that speaks in your name, such as review replies or new pages, waits for your OK. A short "yes" by email or WhatsApp is enough.
• Your content and your rules. You're responsible for the words, photos and offers you give us to publish, and for the legal rules that apply to your business, including your own privacy notice.
• Safe logins. Keep your own passwords safe, and don't share them. Tell us who else has admin access to your website, hosting or accounts, and tell us when a staff member, developer or other company should lose access, so we can remove it.
• Fair use. Our services can't be used for anything on our acceptable use page.

What about my customers' details?

When we look after your website, we handle some personal details on your behalf, such as the names and messages in your enquiries. You decide what happens to those details. We only use them to do the work you've asked for. We never sell them, never use them for our own marketing, and never contact your customers on our own behalf. The full rules are in our data processing terms. How we handle your own details, as our client, is in our privacy policy.

We keep your business information confidential. We only share it with the people and providers who need it to do the work, and they must keep it confidential too.

What if something goes wrong?

We're responsible for doing our work with care and skill, and for putting right our own mistakes quickly and at no cost to you. If something we did causes a problem, we fix it, explain what happened in simple words, and tell you what we changed so it doesn't happen again.

Some things are outside our control, and we can't be responsible for them:

• Outages or changes at other companies, such as your booking software, Google, your email provider or your domain registrar.
• Problems caused by you or anyone else with access to your website, hosting or accounts, such as your staff, a past developer or another company. That includes plugins or software they add, settings they change, passwords they share, and hacks that start through their login.
• Events nobody can reasonably prevent, such as large internet outages or natural disasters.

What if my website gets a virus or is hacked?

We lower the risk with safe updates, security, spam blocking and backups we check work. But no one can make a website unhackable, so we can't be responsible for every attack. If your website is hacked, we act fast: we restore a clean backup, lock it down and tell you what happened. If the hack came through our own mistake, all the cleanup is free. If it came through someone else's access, restoring the backup is still part of your plan, and any extra cleanup is quoted first.

Because enquiries, bookings and revenue depend on many things outside our control, we're not responsible for lost profits, lost bookings or other indirect losses. Nothing in these terms limits any responsibility that the law says can't be limited. Apart from that, our total responsibility to you is limited to the fees you paid us in the 3 months before the problem happened.

Can Penguina stop working with me?

Rarely, and only for a good reason, such as unpaid fees or use of our services that breaks our acceptable use rules. We'll tell you by email and give you reasonable notice. In serious cases, such as illegal activity, we may stop straight away. Either way, everything is already in your name, and your free handover still applies.

Can these terms change?

Yes, but not without telling you first. We'll email you the change before it applies, and update the date at the top of this page. Because every plan is month to month, you can always leave instead of accepting a change.

Which law applies, and what if we disagree?

These terms are governed by the laws of Pakistan.

If you're unhappy with anything, please tell us first. Most problems are sorted in a single conversation. If we can't agree, either of us can use the options the law gives us.

How do I contact you?

Email hello@penguina.website or WhatsApp us.