Frequently Asked Questions

You're buying responsibility — not marketing promises. Depending on the option you choose, you either own the website and manage everything yourself, or delegate responsibility so you don't have to think about it. Rule: if your plan includes responsibility, problems are ours. If not, they're yours.

Ownership means you receive the website and you manage updates, security, backups, and fixes. Responsibility means the website exists as part of an ongoing service — and we handle maintenance, monitoring, and plan-covered fixes. Monthly payments do not automatically create ownership rights.

No. We don't sell marketing outcomes. We do not guarantee leads, traffic, rankings, conversions, or business results. Your website is infrastructure. Outcomes depend on pricing, service quality, market, competition, and operations.

What's included is exactly what's written in your plan scope (hosting, monitoring, backups, updates, and eligible edits where stated). Anything not written is not included — including redesigns, new features, copywriting, marketing, and complex integrations. If it's not written and agreed, it's not included.

Urgent means the website is down, broken, hacked, or payment/checkout is failing (if you have e-commerce). “I want a change today” is not urgent. Where emergency support is included, we prioritize outages first.

Small edits are minor, non-structural changes like updating text, replacing images you provide, or changing hours, contact details, or service lists. They do not include redesigns, new features, major layout changes, new pages, or integrations. Included edits are time-based (e.g., up to 30 minutes/month on eligible plans). Time doesn't roll over.

No. Unlimited edits create unlimited responsibility. Your plan includes a defined amount of edit time where stated. Anything beyond that is quoted separately or scheduled for a future month.

We handle edits in a queue, prioritized by severity (site down beats cosmetic changes). Typical small edits are handled within a reasonable timeframe depending on workload and your plan. If you need guaranteed turnaround times, that must be explicitly agreed in writing.

Yes — if you own the website and have admin access. If your changes break the site, fixes may be billable or out of plan scope. Rule: if you change it, you own the risk.

No provider can guarantee that. Where included, we apply best-practice security hardening, updates, backups, and monitoring to reduce risk. But 100% security is not guaranteed.

If you add third-party plugins, scripts, or integrations, you also add risk. Issues caused by third-party changes may be outside plan scope. Rule: if we didn't add it, we don't automatically support it.

Where included, we run backups and can restore to a recent backup point. Restores are for disasters (hack, corruption, major break) — not as a way to undo frequent client changes. No backup system can promise zero data loss between backup points.

You are responsible for keeping your passwords safe, using strong passwords, and not sharing access unnecessarily. If compromised access causes damage, recovery may be out of plan scope.

Services are active only while payment is current. If payment stops or fails, maintenance/monitoring/support may stop and hosting may be suspended. The website may go offline. We are not responsible for downtime, data loss, or business impact caused by non-payment.

Not by default. Care plans are a responsibility relationship, not a website sale. Ownership exists only when purchased explicitly under the ownership option (or a separate transfer agreement).

Generally, no — because time, setup, and service capacity are reserved for you. If a refund exception exists, it must be in writing. See Terms & Conditions for the formal policy.

If payment fails, service can pause until it's fixed. Repeated late payments may trigger suspension or require prepayment going forward.

Previews are private, temporary demonstration sites for evaluation. They can expire or be removed and do not include hosting or ongoing service. You keep nothing unless you choose a paid option.

You receive the website deliverables and agreed access/credentials needed to run it. After transfer, ongoing maintenance and fixes are your responsibility unless you purchase a care plan.

Yes — if you own the website (or have a written transfer agreement). Transfers are scheduled and may be billable depending on complexity and plan scope.

If your plan includes monitoring, we investigate and fix plan-covered causes (hosting issues, updates, core breakages). Downtime caused by non-payment, third-party services, or client changes may be outside scope. “Uptime” depends on hosting, DNS, plugins, and third parties. We reduce risk — we don't control the internet.

Not by default. You provide text and images unless content production is explicitly included and priced.

Usually not. Domains, email services, premium plugins/themes, payment gateways, and ad spend are third-party costs unless explicitly included. If a third party changes pricing or terms, that's on them — not us.

No. MySiteCare is not a marketing agency. We focus on operational responsibility for the website itself.

Use the contact form or email us. We'll confirm what you have, what you need, and which option fits. We keep scope clean. If it's not written and agreed, it's not included.