Terms and Conditions - Ozone Group

1. Service Overview

The Ozone Group Galactic Membership is a month-to-month WordPress support and development membership designed for brands that need ongoing website maintenance, technical support, hosting, and access to discounted design and development services.

The Galactic Membership currently includes:

WordPress error and downtime fixes
Bilingual support in English and Spanish
Member pricing for additional work at $60 USD/hour
Real-time Slack communication when available
Access to Ozone’s ticketing system
External API integrations for approved tools and platforms
Advanced plugin development upon estimate and approval
Hosting included, or support on a client-provided server
The ability to pause or cancel anytime

2. Membership Scope

The membership is intended for ongoing support, maintenance, improvements, and technical assistance related to WordPress websites.

Unless otherwise agreed in writing, the membership does not include:

Large one-time redesigns or rebrands
Full website builds from scratch
Copywriting, photography, or video production
Third-party software license fees
Paid plugins, themes, or external subscriptions
Ad spend or campaign management
Emergency work caused by third-party systems outside Ozone’s control

Any work outside the standard scope may be quoted separately or billed at the applicable member rate.

3. Support Channels and Availability

Ozone provides support through the client dashboard ticketing system and approved communication channels such as Slack.

Standard live support hours are Monday through Friday, 9:00 AM to 5:00 PM EST, excluding holidays, unless otherwise agreed in writing.

Urgent issues submitted outside business hours may be reviewed through the ticketing system, but response and resolution times are not guaranteed outside standard support hours.

4. Response Times

Ozone aims to respond promptly, but all timelines are estimates, not guarantees.

Typical initial response targets are:

Critical site outage or major error: as soon as reasonably possible during support hours
Standard bug fix or support request: typically within 1 business day
Small development or design requests: scheduled based on workload and priority
Larger requests: estimated separately before work begins

Completion times vary depending on complexity, approvals, third-party dependencies, and client responsiveness.

5. Billing and Payment

Membership fees are billed monthly in advance and renew automatically unless canceled before the next billing cycle.

Additional work outside the included membership scope may be billed separately at the current member rate or quoted as a fixed-fee project.

Failure to pay on time may result in suspension of services, support access, hosting-related services, or deployment activity until the account is brought current.

6. Cancellation and Pause Policy

You may cancel your membership at any time. Cancellation takes effect at the end of the current paid billing period.

You may also request to pause your membership. Any pause request must be confirmed by Ozone in writing and takes effect on the agreed date. Paused memberships do not include active support, development, or monitoring unless otherwise specified.

No partial-month refunds are issued after a renewal has been processed, except where required by the 14-day guarantee described below.

7. 14-Day Money-Back Guarantee

If you are a new Galactic Membership client and decide within the first 14 calendar days that Ozone is not the right fit for your WordPress website, Ozone will refund your first monthly membership payment in full.

This guarantee applies only to the first month of a new membership and does not apply to:

Additional hourly work already approved and completed
Third-party software, plugin, theme, or hosting charges paid to outside vendors
Custom project work quoted separately from the membership

To request a refund under this guarantee, contact Ozone in writing within the first 14 calendar days from your initial membership purchase.

8. Hosting Terms

Hosting may be included as part of the Galactic Membership or may be provided through a client-owned hosting vendor, depending on the selected setup.

If Ozone hosts the website, Ozone will manage the hosting environment reasonably necessary to support the site.

If the client uses its own hosting provider:

The client remains responsible for maintaining an active hosting account
The client must provide the access required for Ozone to perform the agreed services
Ozone is not responsible for outages, limitations, billing disputes, or vendor-side restrictions caused by the third-party hosting provider

9. Client Responsibilities

The client agrees to:

Provide accurate information and timely feedback
Maintain valid payment details and pay invoices on time
Supply access credentials, approvals, and assets needed to perform the work
Ensure that they have the rights to any materials, content, or data provided to Ozone
Keep backups of critical business data unless Ozone has expressly agreed in writing to manage backup responsibility

Delays in approvals, access, or materials may delay delivery.

10. Intellectual Property

Unless otherwise agreed in writing, the client retains ownership of final approved work created specifically for the client after full payment has been received.

Ozone retains ownership of its pre-existing materials, methods, frameworks, tools, code libraries, processes, and know-how used to deliver the services.

Third-party plugins, themes, tools, and integrations remain subject to their own license terms.

11. Confidentiality

Both parties agree to keep confidential any non-public business, technical, financial, or operational information shared in connection with the services.

Confidential information may be disclosed only to team members or contractors who need access to perform the services and who are bound by confidentiality obligations.

This obligation does not apply to information that is publicly available, already lawfully known, independently developed, or required to be disclosed by law.

12. Limitation of Liability

Ozone will provide services with reasonable skill and care. However, Ozone is not liable for indirect, incidental, special, or consequential damages, including lost profits, lost data, lost business opportunities, or third-party claims arising from the use of the services.

To the maximum extent permitted by law, Ozone’s total liability under these terms will not exceed the total amount paid by the client to Ozone for the membership during the three months preceding the event giving rise to the claim.