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Website Service Agreement

Version 2026-09-07.1. Your accepted service order identifies the parties, scope, fees, dates and governing jurisdiction.

1. Services and commencement. JTBWebServices will provide the services identified in the service order. The agreement takes effect when the customer accepts a current service order issued by JTB. Work starts after the required initial payment, access and materials are received. Recurring service starts on the date stated in the order. A quotation inquiry by itself is not an agreement.

2. Monthly or annual billing. Monthly service is prepaid for each monthly service period and renews monthly until cancelled. Annual service is prepaid for the stated 12-month period and renews annually until cancelled. JTB will provide an annual renewal reminder at least 30 days before renewal. Payment is in CAD by Interac e-Transfer or PayPal to jtbwebservices@gmail.com, using the invoice number as the payment reference. JTB issues invoices for initial and renewal payments; the customer pays each invoice manually by its stated due date. There is no automatic withdrawal or PayPal subscription under this agreement. Price changes require at least 30 days' notice and apply no earlier than the next renewal; prepaid pricing remains fixed during its current period.

3. Changes, cancellation and refunds. The customer may cancel by contacting the service email in the order before the next renewal. Cancellation takes effect at the end of the current monthly service period unless a different date is agreed. Annual customers may also end service at a monthly anniversary and receive a refund for remaining whole unused service months, calculated at the annual recurring fee divided by 12. There is no retroactive removal of the annual discount. Refunds and applicable tax adjustments will be processed within 14 days of the effective cancellation. Completed setup/build work and approved non-recoverable third-party charges remain payable; unearned build deposits are refunded after itemized reconciliation. Any mandatory customer rights remain unaffected.

4. Moving between packages. The customer may move from Gold to Silver to Bronze, or increase support, without rebuilding the website solely because of that change. Downgrades take effect at the next monthly anniversary, including during annual service. Remaining annual prepaid credit is calculated using unused whole months at the original annual fee divided by 12 and applied to the replacement plan for the remainder of the original term; excess is refunded. Upgrades require acceptance of a written adjustment before taking effect. Optional services continue only as specified in the revised order.

5. Ownership and independence. The customer retains its domain, business content and supplied assets. The customer owns specifically commissioned deliverables identified in the order after paying the associated build fees. Open-source software and third-party themes, plugins, fonts and assets remain governed by their licenses. Any agency license that will not transfer must be disclosed before purchase. Customer accounts for the domain and advertising remain customer-owned; JTB receives only the access needed to perform the service. Leaving JTB does not require surrendering the domain or customer content.

6. Access and shared responsibilities. JTB supplies individual website accounts suitable for the agreed tasks. Customers who only edit content ordinarily receive an Editor account; an owner or appointed developer who needs site administration can receive site-level Administrator access after responsibility is agreed. No package provides administrative access to the shared server or other customers' websites. Customers protect credentials and use supported software. JTB maintains the hosting environment and performs the maintenance in the service order. Customer or third-party changes may require separately approved remedial work.

7. Builds, content and approval. The customer supplies or approves accurate content and confirms permission to use supplied materials. JTB delivers the scope and revision rounds in the service order. Missing materials or delayed approvals may shift dates; JTB will communicate the revised schedule. The customer reviews the agreed acceptance tests and authorizes launch in writing. Silence is not launch approval. Changes outside the order require a written estimate and acceptance. JTB corrects failures to meet the agreed build scope reported within 30 days of launch without consuming the customer's monthly content allowance.

8. Included assistance. Silver and Gold include only the monthly assistance stated in the order. Time includes customer-requested content work, consultation and training; routine included hosting maintenance is separate. JTB tracks this time and provides a usage summary. Unused time does not roll over. JTB obtains approval before chargeable extra work. New features and substantial redesigns are separately quoted. Routine response targets are not guaranteed repair times.

9. Security, backups and service interruptions. JTB applies reasonable security measures and the backup policy stated in the order. No service is guaranteed to prevent every attack, loss or interruption. JTB will notify the customer of material incidents affecting its service and coordinate recovery. Cleanup, third-party incompatibility remediation and recovery beyond the stated scope require agreement on costs, without limiting rights relating to JTB's own failure to provide contracted services. JTB may isolate a compromised site urgently to protect customers and will promptly notify the owner. No numerical uptime guarantee is offered unless an SLA is attached.

10. Email, marketing and external providers. Email, advertising and external subscriptions are included only when itemized. Google advertising spend is separate from JTB management charges and cannot exceed the customer's written authorized budget. The customer approves campaign scope and account access separately. JTB does not guarantee search rankings, advertising results, leads, revenue or email inbox placement. Customer-directed services remain subject to each external provider's terms.

11. Privacy and permitted use. JTB uses onboarding and account information to quote, provide, bill and support the selected services as explained in the linked Privacy Notice. Access is restricted to people and service providers who need it for those purposes. The customer remains responsible for its website's lawful content, notices and collection of visitor information; any processing responsibilities assigned to JTB must be specified in the order or a data-processing schedule. The service may not be used for unlawful content, malware or unsolicited bulk messaging. Marketing consent is separate and optional.

12. Late payment and suspension. JTB will notify the customer of overdue payment and allow at least 14 days after notice to resolve it before suspending service for non-payment. JTB will provide a route to raise an invoice dispute. Suspension does not transfer domain ownership to JTB. Urgent containment of harmful activity may occur sooner under clause 9. No late fee applies unless expressly stated and lawful.

13. Handover. On request, JTB supplies one standard export of the customer's website files, database and customer-controlled configuration, plus a list of domain/DNS and licensed-service dependencies, within 10 business days. Secrets are transferred securely and shared-server credentials are excluded. The standard export is included; hands-on migration, email transfer and extra training are separately quoted. A supported export is not a guarantee that another host can run every dependency without changes. Following cancellation, JTB retains a recoverable website copy for 30 days, then removes active hosting data and allows backups to expire according to the disclosed schedule, subject to lawful retention duties. Business/accounting records have their own Privacy Notice retention schedule. Revoke JTB access after handover is verified.

14. Disputes and changes. Both parties will first attempt to resolve disputes through their nominated contacts. The governing law and jurisdiction are those stated in the service order, subject to mandatory law. Material scope or agreement changes require recorded acceptance; editing the public terms does not alter an already accepted agreement. No term excludes rights that cannot lawfully be excluded.