Terms and Conditions
Part A. Galactic Membership
1. Service overview
The Galactic Membership is a month-to-month WordPress support and development membership for brands that need ongoing maintenance, technical support, hosting, and access to design and development work at member pricing.
The membership includes:
- WordPress error and downtime fixes
- Bilingual support in English and Spanish
- Member pricing for additional work at $60 USD an hour
- Real-time Slack communication when available
- Access to Ozone’s ticketing system
- External API integrations for approved tools and platforms
- Advanced plugin development, on estimate and approval
- Hosting included, or support on a client-provided server
- The ability to pause or cancel at any time
2. Membership scope
The membership covers ongoing support, maintenance, improvements and technical assistance for WordPress websites. Unless agreed in writing, it 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
Work outside this scope is quoted separately or billed at the member rate.
3. Support channels and availability
Support runs through the client dashboard ticketing system and approved channels such as Slack. Live support hours are Monday to Friday, 9:00 AM to 5:00 PM Eastern, excluding holidays, unless agreed otherwise in writing. Urgent issues sent outside those hours may be reviewed through the ticketing system, but response and resolution times are not guaranteed outside support hours.
4. Response times
Ozone aims to respond promptly. All timelines are estimates, not guarantees. Typical first-response targets:
- Critical outage or major error: as soon as reasonably possible during support hours
- Standard bug fix or support request: within one business day
- Small development or design requests: scheduled by workload and priority
- Larger requests: estimated separately before work begins
Completion times depend on complexity, approvals, third-party dependencies and how quickly the client responds.
5. Billing and payment
Membership fees are billed monthly in advance and renew automatically unless cancelled before the next billing cycle. Work outside the membership scope is billed separately at the member rate or quoted as a fixed fee. Late payment may lead to suspension of services, support access, hosting-related services or deployments until the account is current.
6. Cancellation and pause
You may cancel at any time. Cancellation takes effect at the end of the current paid period. You may also ask to pause the membership; a pause must be confirmed by Ozone in writing and starts on the agreed date. Paused memberships include no active support, development or monitoring unless specified. No partial-month refunds are issued after a renewal has been processed, except under the 14-day guarantee 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, Ozone refunds your first monthly payment in full. The guarantee covers the first month of a new membership only. It does not cover hourly work already approved and completed, third-party software, plugin, theme or hosting charges paid to outside vendors, or custom projects quoted separately. To claim it, write to Ozone within the first 14 calendar days of your purchase.
The guarantee applies to the Galactic Membership only. It does not apply to developer seats or platform licenses under Part B.
8. Hosting
Hosting may be included in the membership or provided through a hosting vendor you own. If Ozone hosts the site, Ozone manages the environment reasonably needed to run it. If you use your own provider, you keep the hosting account active, give Ozone the access the work requires, and accept that Ozone is not responsible for outages, limits, billing disputes or restrictions on the provider’s side.
9. Client responsibilities
The client agrees to:
- Provide accurate information and timely feedback
- Keep valid payment details and pay invoices on time
- Supply the credentials, approvals and assets the work needs
- Hold the rights to any material, content or data given to Ozone
- Keep backups of critical business data unless Ozone has agreed in writing to manage them
Delays in approvals, access or materials delay delivery.
10. Intellectual property
Unless agreed otherwise in writing, the client owns the final approved work created specifically for them once it is paid in full. Ozone keeps its pre-existing materials, methods, frameworks, tools, code libraries, processes and know-how. Third-party plugins, themes, tools and integrations stay under their own licenses.
11. Confidentiality
Both parties keep confidential any non-public business, technical, financial or operational information shared for the services, and disclose it only to team members or contractors who need it to do the work and are bound by the same obligation. This does not cover information that is public, already lawfully known, independently developed, or required by law to be disclosed.
12. Limitation of liability
Ozone provides the services with reasonable skill and care. 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 services. To the extent the law allows, Ozone’s total liability under these terms is capped at the amount the client paid Ozone in the three months before the event giving rise to the claim.
Part B. Nearshore developer seats and platform licenses
Sections 13 to 22 apply when you hire an Ozone nearshore developer seat and receive with it an open license to one or more of Ozone’s platforms: Revive, Second Order and ROAS Link. Where Part B and Part A differ, Part B governs the seat and the license.
13. Developer seats
A seat is one senior full-stack developer, based in Colombia and working on US Eastern time, assigned to your account.
- Full-time seat: 160 hours a month, exclusively yours, $3,900 USD a month.
- Part-time seat: 80 hours a month, on your hours, from $2,500 USD a month.
- Both seats run month to month. Recruiting, payroll, taxes and management are included. There are no recruiting fees.
- Work ships through an agentic pipeline: agents draft on a staging copy of your site, a senior engineer reviews, you approve, then it ships. Production is not touched without your approval.
14. Seat billing and cancellation
- Minimum term is one month, paid in advance via PayPal or Payoneer.
- Seats renew month to month. You may cancel any time after the first month; cancellation takes effect at the end of the current paid month.
- No partial-month refunds once a month is paid. The 14-day guarantee in Section 7 does not apply to seats.
- Late payment may lead to suspension of the seat, the deployment and support until the account is current.
15. Open license to the platforms
While your seat runs you hold an open license to the platforms included with it.
- A full-time seat includes all three platforms. A part-time seat includes one platform of your choice.
- The license covers the source code, the database schema, and the agent instructions and prompts of the licensed platform. Your team may read and change any of them.
- Each client runs its own deployment with its own database. Nothing is shared between clients.
- Every change made for your store stays in your deployment.
- The platforms are not sold on their own and there is no SaaS tier. The license comes with a seat, or as the continuation license in Section 17.
16. Accounts and services in your name
The seat and the license do not include the third-party services the platforms run on. You contract these in your name and the provider bills you directly, so your conversations, your data and your spend never pass through Ozone’s accounts.
- Revive: a WhatsApp Business API provider account (Save a Playa runs on WATI; Ozone sets one up if you have none) and a Claude API key, billed by Anthropic to you for every message the agent writes.
- Second Order: a WhatsApp Business API provider account for broadcasts (WATI) and an email sending account (SendGrid).
- ROAS Link: read access to your Meta ad account.
- All three: a store that can send an order webhook. The connectors ship for WooCommerce; adapting them to another CMS or a custom store is developer work inside your seat.
17. When the seat ends
If you end the seat, you keep everything: the core of the platform and every customization made for your store stay in your deployment, running where they are. Keeping it running is a continuation license, month to month, with no development hours included.
- Revive and Second Order: $900 USD a month each, flat. Covers the codebase with its updates, the server, and support by ticket; Revive tickets are answered within 24 hours.
- ROAS Link: $490 USD a month. Covers hosting and support.
- Development hours under a continuation license are billed at $60 USD an hour.
- A continuation license can be replaced by a new seat at any time; the license then folds back into the seat.
18. Data, access and limits
- The connectors read your orders and customers and write nothing back to your store. ROAS Link is read-only against Meta and against the store.
- Your data lives in a database dedicated to your account, not shared with other brands. Credentials are encrypted at rest.
- Revive writes inside WhatsApp’s 24-hour window. Once the window closes it uses only pre-approved message templates. Every send is capped and can be switched off. The platform cannot reach anyone at any time, and Ozone will not claim that it can.
- Second Order contacts nobody twice in a month on the same channel, or more than three times without a purchase.
- A person decides every change to an agent. Proposed changes to instructions are reviewed and applied by a person; nothing is applied automatically. Budget decisions on ad accounts are made by a person; the platforms write nothing back to Meta.
19. Results are not guarantees
The figures published on Ozone’s pages for Revive, Second Order and ROAS Link are measurements from one store’s live deployment, dated on the page. They are not a forecast or a guarantee of your results. Conversion rates, repeat rates and return on ad spend depend on your catalogue, your traffic, your team and your market.
20. Your responsibilities under Part B
- Keep one person on your team who answers WhatsApp today and can work beside the agent during the first weeks.
- Provide the accounts and access in Section 16 and keep them active and paid.
- Make sure you have the right to contact the customers in your store’s data, and that your messaging complies with WhatsApp’s policies and the laws that apply to you.
- Review the agent’s instructions and any proposed change before it is applied.
21. Intellectual property under Part B
Ozone owns the platforms. The open license lets you run, read and modify the licensed platform in your own deployment, for your own store, for as long as a seat or a continuation license is active, and keep the customizations made for you. It does not allow redistribution, resale or sublicensing of the platform. Your store data, your conversations and your customer records remain yours.
22. Support under Part B
- While a seat runs, support is part of the seat: Slack, tickets and calls, in English or Spanish, on US Eastern time.
- Under a continuation license, support is by ticket. Revive tickets are answered within 24 hours; Second Order and ROAS Link support is included as described in Section 17.
Part C. General
23. Changes to these terms
Ozone may update these terms from time to time. The current version is always posted on this page with its date.
24. Contact
Questions about these terms go to Ozone Group at software@ozonegroup.co.