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TERMS AND CONDITIONS OF PURCHASE


Specific conditions for the Web Maintenance Plans


Last updated: June 2026

Welcome to Sintegia. This document sets out the legal conditions (hereinafter, the "Terms and Conditions" or "T&C") governing automated purchases made through our website, applying specifically to our Web Maintenance Plans.

By ticking the box "I agree to the terms and conditions" during checkout, you confirm that you have the legal capacity to enter into this agreement and that you accept it without reservation, whether you are acting on behalf of a company (B2B) or as an individual consumer (B2C).


1. PURPOSE OF THE CONTRACT

The purpose of these T&C is to govern the provision of preventive and corrective web maintenance services by Sintegia for the Client. Our role as your "strategic bodyguard" is to safeguard the stability, security, performance and continuous updating of your website, whatever technology it is built on.


2. SCOPE OF THE RECURRING MAINTENANCE (WHAT IS INCLUDED)

The exact features, frequencies and limits depend on the specific plan selected on our website. In general terms, the base service covers:

  • Technical updates: Maintenance of the website software. On platforms such as WordPress, this includes updating the core, themes and plugins. It also includes updating the server environment (e.g. PHP versions), provided that the current infrastructure and code of the website are compatible and do not put the stability of the site at risk.
  • Security and monitoring: Implementation of protective measures (firewall), threat scanning and uptime monitoring.
  • Backups: Backups taken and stored in a secure environment outside the website server.
  • Basic corrective support: Resolution of technical conflicts or outages arising exclusively from update operations carried out by our team.
  • Page builder licences: Active maintenance plans (Business Care y Growth Partner) include in their price the licence cost of the main page builder used in the build (e.g. Elementor, Divi), for as long as the maintenance subscription remains active.
  • Web hosting: All plans include the Cloud Hosting service (server) to host the Client's website, providing an environment optimised for its operation.

3. HOURS ALLOWANCE FOR DEVELOPMENT AND DESIGN (HIGHER PLANS)

Certain premium plans (e.g. Plan Growth Partner) may include a monthly time allowance dedicated to tasks that fall outside basic preventive maintenance.

  • Use of the hours allowance: This time may be used for minor development tasks, new features, visual changes (UI/UX) or non-bulk content loading.
  • No roll-over: These hours are monthly and do not roll over. Time not used by the Client during a billing cycle is not carried over or accumulated for the following month.
  • Time overruns: If a Client request requires more time than is included in their monthly plan, Sintegia will assess the request and issue a separate development quote (with no obligation) for approval before the work is carried out.


4. EXPRESS EXCLUSIONS (LIMITS OF THE SERVICE)

With the sole exception of the time allocated in the hours allowance set out in the previous section, for the remaining basic plans or once that time has been used up, the following services are NOT included in the monthly subscription and require a separate quote:

  • Domain renewals: Payment, renewal and contractual management of the Client's domain registration (e.g. .com, .es) are not included. The domain is the exclusive property and responsibility of the Client.
  • Third-party software licences (plugins): Payment, renewal or purchase of licences for premium plugins , themes or third-party tools installed on the Client's website are not included, with the exception of the page builder expressly mentioned in section 2.
  • Development or integration of new features, modules or complex tools.
  • Complete visual redesigns or the build of new sections or landing pages.
  • Bulk loading, dumping or migration of content, online store product catalogues, images or blog articles.
  • Resolution of critical errors caused by direct changes, installation of third-party software or code alterations made by the Client or by anyone outside Sintegia.
  • SEO consulting, advertising campaigns, social media management or copywriting services.


5. PRICE, INVOICING AND PAYMENTS

  • Subscription model: The plans are sold on a recurring subscription basis, charged in advance.
  • Payment method: Payments are processed automatically and encrypted through the Stripegateway. Sintegia neither stores nor has access to your card details; the system works with secure payment tokens managed and held entirely by Stripe.
  • Invoicing: The charge is made automatically at the start of each billing cycle. If a payment fails, the system retries it; if it still cannot be taken after several attempts, the service is temporarily suspended until payment is brought up to date.


6. SATISFACTION GUARANTEE AND RIGHT OF WITHDRAWAL

At Sintegia we want you to feel completely safe. That is why we apply the following policy for new clients:

  • 30-day guarantee: The Client has a maximum period of 30 calendar days from the initial purchase to cancel the service and request a full refund of the amount paid.
  • Limit of the guarantee: This refund guarantee lapses automatically once those 30 days have passed, or when the second subscription instalment is charged , whichever happens first. This applies even if the Client has had an initial trial period.
  • Legal note: This clause includes and extends the statutory 14-day right of withdrawal granted to consumers under Spanish law, offering a more generous commercial benefit that applies to all of our clients.


7. SUBSCRIPTION CANCELLATION POLICY

  • No lock-in: Once the initial guarantee period (section 6) has passed, the Client may cancel their subscription at any time with no penalty.
  • Procedure: To avoid being charged for the next cycle, the cancellation must be submitted through the Client Portal or notified to facturacion@sintegia.com before the next renewal date.
  • No refunds for cycles already started: Outside the first 30-day guarantee, cancelling stops future charges but no partial refunds are issued for months or cycles already invoiced. The service stays active until the last day of the period paid for. If the subscription includes licences tied to the plan (e.g. the page builder), those licences stop being covered after cancellation.


8. SERVICE LEVEL AGREEMENTS (SLA) AND SUPPORT

To keep things orderly and meet our quality standards, support requests must be submitted exclusively through the official channels: by creating a ticket in the Client Portal or emailing soporte@sintegia.com. (Requests through unofficial channels such as social media or instant messaging do not start the SLA clock.)

Standard response times during working hours (Monday to Friday, 09:00 to 18:00, mainland Spain time) are:

  • Critical incidents (e.g. the website is fully down): Intervention and first response within 24 to 48 working hours.
  • Non-critical incidents / questions: Response within 48 to 72 working hours. (Note: these times refer to the first technical response and the start of diagnosis. Final resolution time depends on the complexity of the incident.)


9. LIMITATION OF LIABILITY

As your strategic provider, we apply high cybersecurity standards. However, given the nature of the internet:

  • Sintegia does not guarantee that the website is 100% invulnerable to next-generation cyberattacks, malware injections or outages caused by the hosting provider.
  • Restoration commitment: In the event of an attack or critical failure, our obligation is limited to applying the clean-up protocols and to restoring the most recent working backup generated by our systems.
  • Exclusion: To the fullest extent permitted by law, Sintegia shall not be liable for indirect damages, loss of profit, loss of data entered between the last backup and the incident, or lost sales resulting from temporary website downtime.

10. CLIENT OBLIGATIONS

To allow the service to be delivered properly, the Client undertakes to:

  1. Provide administrator-level access (CMS, hosting, domain) promptly.
  2. Not install software, plugins or templates of dubious origin (nulled or pirated), nor make major structural changes without consulting us first.
  3. Payment of domain and licences: Cover the cost of and keep current both their domain registration and the paid licences for any third-party plugins their website requires (with the exception of the page builder included). A website outage caused solely by non-payment or expiry of the domain releases Sintegia from the SLA response times and from the restoration obligation.
  4. Provision of licence keys: Provide Sintegia with valid licence keys or the access needed for that third-party software, so our team can successfully carry out the weekly update work covered by the maintenance. Delay or failure to hand over these credentials releases Sintegia from the responsibility of updating that software.

11. GOVERNING LAW AND JURISDICTION

These Conditions are governed by Spanish law. For the resolution of any dispute:

  • If the Client is a company or professional (B2B): Both parties waive their own jurisdiction and submit to the Courts and Tribunals of the city of Barcelona, Spain.
  • If the Client is a consumer (B2C): Jurisdiction lies with the Courts and Tribunals of the consumer's place of residence, as established by the applicable regulations.




Legal Notice on Language Hierarchy: This document is an official English translation of Sintegia's legal terms provided for convenience. In the event of any conflict, discrepancy, ambiguity or inconsistency between the English version and the original Spanish version, the Spanish version shall prevail and be legally binding under Spanish jurisdiction.