1. Who we are
Pulse is a website care service run by iDesign Collective (ABN 62 263 909 297), a web design studio based at Kon-Tiki Tower 2, Level 1, Suite 101, 55 Plaza Parade, Maroochydore QLD 4558. In these terms "we", "us" and "Pulse" mean iDesign Collective. "You" means the business signing up.
By ticking the box on our sign-up form and starting a subscription, you agree to these terms.
2. The service
Pulse looks after one WordPress website per subscription. Depending on your plan it includes:
- Uptime checks every 15 minutes, 24/7. Two failed checks in a row (about 30 minutes) sends our team an alert, day or night.
- Outage response: we start work within 2 business hours (Monday to Friday, 8am to 5pm AEST, excluding Queensland public holidays). Outages outside those hours are picked up first thing the next business morning. Fixing outages and problems caused by our updates is included.
- WordPress core, theme and plugin updates done by our team (fortnightly, or weekly on Pro), checked afterwards.
- Daily backups and malware protection.
- The Pulse AI editor inside your WordPress dashboard, with 20 AI edits a month on Monthly and Yearly.
- A monthly report.
- On Pro: up to 1 hour of changes made by our team each month, same-day turnaround on small changes, Sydney hosting, a monthly Google ranking report and a quarterly strategy call. Unused hours don't roll over. Same-day means requests in by 12pm AEST on a business day (Monday to Friday, excluding Queensland public holidays). Small changes under 30 minutes are done that day. Bigger jobs get a time estimate and a completion date that day.
What's not included
- Online stores and non-WordPress sites. We quote these separately.
- New pages, redesigns, copywriting, SEO campaigns or custom development. We're happy to quote.
- Fixing problems that already existed before you joined, beyond a reasonable first tidy-up. We'll tell you what we find and quote anything bigger.
- Paid plugin, theme or software licences. These stay yours to keep current.
The AI editor
The AI editor makes the changes you ask for and shows you a preview before anything goes live. You decide whether to publish. During early access our team reviews every AI edit before your preview is ready, usually the same business day, and larger or structural requests go to our team instead. Check the preview before you publish, because you're responsible for the content on your site.
3. Your side of the deal
- Give us an Administrator login on your WordPress site and keep it active while you're subscribed.
- Keep your hosting, domain and any paid licences paid up, unless you've added our Sydney hosting.
- Make sure the content you publish, or ask us to publish, is yours to use and is lawful.
- Tell us if you give anyone else admin access or change hosts, so our checks and updates keep working.
We only use our admin access to provide Pulse. Your website, content, domain and logins stay yours. You can remove our access at any time, and doing so ends the parts of the service that rely on it.
4. Fees and billing
- Prices are in Australian dollars and include GST. Current prices are on our website.
- Card subscriptions are billed in advance through Stripe and renew automatically each month or year until you cancel. We never see or store your full card number.
- Yearly direct deposit subscriptions are invoiced in advance and payable within 7 days.
- If a payment fails we'll let you know and Stripe will retry. If it's still unpaid after 14 days we may pause the service until it's sorted.
- We'll give you at least 30 days' notice by email before any price change. It applies from your next renewal after the notice, and you can cancel before then.
5. Cancellation policy
You can cancel any time. There's no lock-in contract and no exit fee.
- Cancel from the member area or by emailing hello@idesigncollective.com.au from the address you signed up with.
- Your subscription stops renewing straight away. Pulse keeps running until the end of the period you've already paid for, then stops.
- On Yearly, cancelling stops the next yearly renewal. The service runs to the end of your current year.
- When the service ends we remove our admin account and the Pulse plugin if you ask, and we'll send you a copy of your most recent backup on request within 30 days.
- Your website stays exactly where it is. Cancelling Pulse never takes your site offline, except for the Sydney hosting add-on (see section 8).
We can end a subscription with 30 days' notice, or straight away if an account is used unlawfully or payments remain unpaid. If we end it for our own reasons we'll refund any unused time you've paid for.
6. Refunds
30-day money-back guarantee. If you're not happy within 30 days of your first payment, email hello@idesigncollective.com.au and we'll refund that first payment in full, on Monthly, Yearly or Pro, and end the service. No forms and no questions. Sydney hosting add-on fees in that period are refunded too.
After the first 30 days, because you can cancel any time and the service runs to the end of your paid period, we don't give refunds or credits for part months or part years. That doesn't limit your rights under Australian Consumer Law. If something we've done fails a consumer guarantee, you're entitled to a remedy and we'll make it right.
7. Backups, uptime and liability
- We take care to keep your site running, but no one can promise 100% uptime. Hosts, third-party plugins and outages outside our control can still cause problems. When they do, we work to get you back online.
- Backups are a safety net, not a guarantee. We restore from the most recent good backup we hold.
- To the extent the law allows, we're not liable for indirect or consequential losses such as lost profits or lost business, and our total liability to you is limited to the fees you've paid us in the three months before the issue.
- Nothing in these terms excludes rights you have under Australian Consumer Law that can't be excluded.
8. Sydney hosting add-on
If you add Sydney hosting, we move your site to our independent Sydney server for free. If you later cancel the add-on or Pulse, we'll keep your site online for 30 days after your last paid period and help you move it to a host of your choice.
9. General
- We may update these terms. We'll email you at least 30 days before any change that matters, and the latest version is always on this page.
- How we handle your information is covered in our privacy policy.
- These terms are governed by the laws of Queensland, Australia.
10. Questions
Email hello@idesigncollective.com.au and it comes straight to our team.