Website Care Plan Terms

These terms apply to every monthly service from Crello. That includes the website Care Plans (Essentials, Website Care and Website Care Plus), the monthly SEO plans (SEO Essentials, SEO Growth and SEO Pro), the monthly Google Business Profile plans (Profile Care, Profile Growth and Profile Pro), and monthly professional email and Business Phone services.

They sit alongside our Terms and Conditions and the exact list of what is included on your plan’s page, which is part of your agreement.

Our website Care Plans are currently available for websites built by Crello. We do not currently look after websites that we did not build.

A website we have migrated onto a supported Crello setup with our Website Migration service is treated as a website built by Crello once the migration is complete.

Monthly plans run month to month with no fixed term and no minimum contract. You can pause or cancel at any time, using the steps in our Refunds and Cancellations Policy.

Fees are billed in advance on the 1st of every calendar month, as set out in our Payment Terms.

The three website Care Plans include the following, as shown on the plan pages at the date of these terms:

• Essentials at £34 a month: hosting under the supported Crello arrangement, a basic website availability check, domain connection support, one small website edit of up to 15 minutes each month, a quarterly contact form check, basic email support during business hours and basic website support.
• Website Care at £64 a month: everything in Essentials, with up to 30 minutes of small edits each month, a monthly contact form check, a basic monthly health check and routine publishing support.
• Website Care Plus at £99 a month: everything in Website Care, with up to 45 minutes of small edits each month, a monthly SEO health review, a check of Google Search Console where useful, and one small on page SEO improvement each month where appropriate.

If the plan page changes after you join, the page as it stood when you ordered still applies to you until you move to another plan, unless we give you notice of a change under clause 12.

A small edit is a minor change to your existing website content, such as changing text, swapping an image, updating a phone number, email address, opening hours or link, or updating small items of business information.

Your monthly allowance is the amount of edit time included in your plan. Unused allowance resets each month. It does not roll over and it cannot be saved up, transferred or refunded.

To ask for an edit, email us during business hours and say clearly what you want changed. Small requested updates are normally completed within 2 to 5 Working Days. This is a target, not a guarantee.

We decide in good faith how long an edit takes. If a request would take more than your remaining allowance, we will tell you before we do it and offer the fixed price options.

If you do not have a Care Plan, a single small website edit is £20.

Unless your plan page says otherwise, these are outside the monthly allowance and can be bought separately at the relevant fixed price or, where no fixed price exists, quoted before we start:

• new pages and landing pages;
• redesigns, bespoke design and custom development;
• new functionality, complex forms, booking systems, CRM integrations and online stores;
• major copy rewrites and large content projects;
• large image uploads beyond your image allowance;
• ongoing SEO campaigns, unless your plan is an SEO plan;
• third party costs, such as booking platform subscriptions, email or phone provider charges, domains and payment processing.

Hosting under the supported Crello arrangement is included in the website Care Plans. It is provided through third party infrastructure, such as Cloudflare.

We aim to keep your website online and we carry out the availability checks listed in your plan. We cannot guarantee uninterrupted availability, and we are not responsible for outages caused by hosting, domain, network or other providers.

Hosting is part of the Care Plan. If you cancel, hosting ends with the plan, so please read clause 11 before you cancel.

All three website Care Plans include help keeping your domain connected to your website. You own your domain. You remain responsible for renewing it and paying the registrar, unless we have agreed in writing to manage renewals for you.

SEO Essentials (£139 a month) includes a monthly check with one small improvement. SEO Growth (£229 a month) adds optimisation of one existing page a month and priority keyword targeting. SEO Pro (£379 a month) adds up to two pages a month, one search focused content piece a month of up to about 500 words, and detailed tracking. The plan page lists the full scope.

SEO takes time and depends on your website, your competition, your location and the searches you are targeting. We do not guarantee rankings, traffic, enquiries or leads. We do not offer link building or paid advertising.

We keep reporting simple. We contact you when something needs your attention, or when we have something useful to tell you. SEO Pro includes detailed tracking.

Profile Care (£59 a month) covers monthly checks and updates. Profile Growth (£99 a month) adds up to two posts a month and review monitoring with suggested responses. Profile Pro (£149 a month) adds up to four posts a month and more frequent monitoring. Google Profile Set Up is a separate one off service at £99.

Your Google Business Profile belongs to you, not to Crello. You add us with the access we need to look after it, and you can remove that access at any time.

We cannot guarantee any position in Google Search or Google Maps. We never create, buy or incentivise reviews, and we cannot remove genuine reviews. We do not offer 24/7 monitoring or instant replies.

Google controls its own platform and may change its rules or features, suspend a profile or require verification. We are not responsible for those decisions, but we will help you respond where we can.

When a Care Plan ends, we stop making edits and providing support, and hosting under the supported Crello arrangement ends. We will tell you the date it ends, and give you reasonable time and help to move your domain to another host if you wish.

You keep your domain, your content and your branding. We will give you a copy of the content and files you supplied or that we created for you, if you ask. If your website is built on a third party platform that does not allow us to export its code or layout, we cannot supply those parts.

You can restart a plan later. The price shown on our website at that time applies, and we may ask you to pay for any work needed to bring your website up to date.

You can move to a different Care Plan at any time. The change takes effect from the next 1st of the month unless we agree a different date.

We may change what a plan includes or its price. We will give you at least 30 days’ notice by email, and you can cancel before the change takes effect.

To let us look after your site you agree to keep your content accurate, give us any logins or access we ask for, and tell us promptly about anything that changes in your business, such as new opening hours, prices or contact details.

You must not ask us to add content that breaks our Acceptable Use and Content Policy.