Terms and conditions

These terms and conditions govern the relationship between you and the Provider when you order and use the services of WPhost. Some clauses apply only to Consumers or only to Business Customers, and this is stated at their start. All other clauses apply to every customer.

1. Provider

1.1. The services are provided by Private DevOps LTD (ПРАЙВЪТ ДЕВОПС ЕООД) under the WPhost brand on the wphost.bg website (the “Provider”, “we” or “us”). The company has company number (EIK) 204791393, is entered in the Commercial Register of the Registry Agency of Bulgaria, and has VAT number BG204791393.

1.2. The registered office and management address is Manastirski Livadi, bl. 200, entr. G, fl. 4, apt. 404, 1404 Sofia, Bulgaria. Complaints are accepted at this address too.

1.3. For support write to support@wphost.bg, and for quotes to info@wphost.bg. Our phone number is +359 888 176 193, and a call costs the same as an ordinary call at your operator's rates. We accept messages at any time, and we reply and answer the phone on working days from 9:00 to 18:00 Sofia time.

1.4. Our activity requires no licence or registration, and we have not signed up to a code of conduct.

2. Definitions

2.1. A “Consumer” is a natural person who uses the services outside their trade, business or profession. A “Business Customer” is any other customer, including a natural person who orders for their business. A “Customer” is either of the two.

2.2. If you give a company name, company number or VAT number in the order, we treat you as a Business Customer, unless you tell us that you are ordering as a Consumer.

2.3. The other terms used here are as follows.

• The “Site” is the Customer's WordPress site or WooCommerce online store that the services relate to.
• The “Server” is the server, cloud environment or hosting account the Site runs on. The “Hosting Provider” is the person from whom the Customer rents it.
• A “Plan” is a monthly maintenance plan under section 4. A “Project” is one-off work by quote.
• The “Paid Period” is the month or year for which a Plan has been paid.
• “staging” is a copy of the Site with us, where we test changes before they reach the live site.
• A “Durable Medium” is a medium on which you can store information and reproduce it unchanged, for example email.

2.4. Nothing in these terms limits the rights that the law gives to Consumers.

3. Acceptance and access to the terms

3.1. These terms apply to every contract with us. You accept them by ticking the box in the order form, or, for a Project or a Plan by quote, by accepting the quote, which links to them. We keep a record of when you accepted the terms and which version they were. That version applies to the contract.

3.2. The terms are published at https://wphost.bg/en/terms, where you can save and print them. On request we also send them to you by email.

3.3. The terms are in Bulgarian and in English, and the contract is concluded in one of the two. If the two texts differ, the one more favourable to Consumers applies to them.

4. Services

4.1. We maintain your Site and Server where they are, with the Hosting Provider you have chosen. We are not a hosting provider, and your contract with the Hosting Provider stays between you and them. We work remotely, with WordPress and WooCommerce on Linux, with cPanel, Plesk, DirectAdmin or no control panel, and in the cloud with AWS, Hetzner Cloud and Kubernetes.

4.2. There are four Plans.

• “Basic site and server maintenance”, for one WordPress site and its server.
• “Basic online store and server maintenance”, for one WooCommerce store and its server.
• “Basic WordPress server maintenance and monitoring”, for one WordPress server.
• “Cloud infrastructure maintenance”, for a Site on AWS, Hetzner Cloud or Kubernetes.

What each Plan includes, how many hours of work per month it contains and what it costs is described on the pricing page https://wphost.bg/en/pricing as of the day of the order, or in the quote. “Basic site and server maintenance” and “Basic WordPress server maintenance and monitoring” are ordered online. The other two Plans, and maintenance with a different scope, for example for several sites, are agreed by quote (section 5).

4.3. Extra hours. You can add extra hours of work per month to any Plan, up to 20 when ordering on the website, and more by quote. They cost the hourly rate on the pricing page and are paid together with the Plan, for the same Paid Period. The Plan's hours and the extra hours apply to the month in question, and unused hours do not carry over.

4.4. Emergency help. Emergency help starts after prepayment of a starter package that covers getting started and the first two hours of work. Its price is shown at https://wphost.bg/en/emergency. If more work is needed, we tell you what it will cost and continue only with your consent.

4.5. Projects. By quote we also do one-off work, for example automating orders, shipping labels and invoices, cleaning up a hacked site, speeding up a site, moving to the cloud, building a site or online store, and audits.

4.6. Cloudflare. In every Plan we set up the free Cloudflare plan for the Site, in your own Cloudflare account. Cloudflare provides its service under its own terms. We are responsible for the setup we do, but not for the Cloudflare service itself.

4.7. Breaches. If we maintain both the Site and the Server with administrator access and the Site is breached while the Plan is active, we clean it up at no extra charge. In other cases the cleanup is a Project by quote.

4.8. What is not included. The Plans do not include hosting, the cloud bill, licences for paid themes and plugins, or building new functionality, design or content, unless the Plan or the quote says otherwise. What work we can do on the Server depends on the access the Hosting Provider allows. For example, updating the operating system on shared hosting stays outside our services.

5. Quotes and work outside the Plan

5.1. On request we email you a quote for a Project or a Plan. It contains our details, the scope of the work, the price, the deadlines, the payment terms, how long it is valid, and a link to these terms. You accept it in writing, and an email is enough. Once you accept it, the contract is concluded.

5.2. The quote takes precedence over these terms, but it cannot limit the rights of Consumers. Changes to the scope, price or deadlines are agreed in writing, including by email.

5.3. Deadlines in a quote run from when we receive what we need to start, for example access, and, where there is an advance payment, the payment itself. If we are waiting for access, information or an answer from you, the deadlines are extended by the same time.

5.4. We do work outside the Plan only by quote or after you agree to its price. If maintaining the Site permanently takes much more work than is usual for the Plan, for example because of a lot of custom code, we will offer you another Plan or a Project. The price of a Paid Period already paid does not change.

5.5. When we finish a Project, we tell you what has been done. If something does not match the quote, we fix it at no extra charge.

6. How we work

6.1. Every change is a version in Git. We test it in staging and release it to the live site after the tests, with a plan for rolling back. This lowers the risk, but we cannot guarantee that no change will ever cause a problem. During emergency help and when cleaning up a breach we may have to work directly on the live site, and we tell you so in advance.

6.2. We work with separate access that you give only to us and can revoke at any time. We never ask for passwords by email. Until we have the access we need, we cannot do the work that depends on it.

6.3. We accept requests at any time at support@wphost.bg and in the client account at https://my.wphost.bg, and we reply on working days from 9:00 to 18:00 Sofia time. Monitoring checks the Site and the Server automatically and alerts an engineer when there is a problem. We do not promise a response time, work outside working hours or an uptime percentage, because whether the Site is up depends mainly on the Hosting Provider.

6.4. Work that needs a short interruption of the Site is done, where possible, at low-traffic times, and we warn you in advance.

6.5. We make backups of the Site, keep them off its Server and test restoring them regularly. Please keep your own backups as well, independently of ours.

7. Prices and VAT

7.1. Prices are in euro. The prices of the Plans ordered online, of extra hours and of emergency help are on the pricing page and in the order summary. The price of the other Plans and of Projects is in the quote. Before you send the order, the summary shows the amount due, the VAT and the next payments.

7.2. We charge 20% VAT to Customers in Bulgaria and in other EU countries without a VAT number, apply the reverse charge for businesses in another EU country with a valid VAT number, and charge no VAT to Customers outside the EU. On the Bulgarian version of the website prices include VAT. On the English version they are shown without VAT, with the price including VAT shown next to them.

7.3. If you give a VAT number from another EU country, the pro forma invoice is issued according to it, and the number is checked in VIES after the order. If it is not confirmed, also after our manual check, we send you a new pro forma invoice with 20% VAT and the first one is cancelled.

7.4. With yearly payment you pay 10 months for 12 months of maintenance, including for extra hours. “Basic WordPress server maintenance and monitoring” is paid monthly only.

7.5. Prices may change, but a change does not affect a Paid Period already paid, nor an accepted quote. We tell you about a new price for a Plan by email at least 30 days before it starts to apply to you. If you do not accept it, you do not pay the next pro forma invoice and the contract does not continue.

7.6. We charge no payment fees, ask for no deposit and do not personalise prices through automated decision-making. Ordering online costs you nothing beyond your usual internet access. Your bank's transfer fees are yours to pay.

8. Payment and invoices

8.1. You pay by bank transfer against a pro forma invoice. For an order on the website we email the pro forma invoice right after the order, and for a quote as stated in it. The payment term is 7 days, and for emergency help the same day. Put the pro forma invoice number in the payment reference, written in Latin letters when paying from abroad.

8.2. We issue an invoice for every payment. You agree that invoices and pro forma invoices are issued and sent by email, in electronic form. You are responsible for the accuracy of the billing details you enter.

8.3. If the pro forma invoice for an order is not paid on time, the order lapses and you can place a new one. If you do not pay for the next Paid Period, maintenance continues until the end of the current Paid Period and then stops. If you do not pay an amount under a quote on time, we may pause the work on it until payment, and the deadlines are extended by the delay. Late payment carries statutory interest, without penalties.

9. How the contract is concluded

9.1. The contract is concluded at a distance. The Plans ordered online, the extra hours for them and emergency help are ordered with the form at https://wphost.bg/en/order. The other Plans and Projects are agreed by quote (section 5).

9.2. Ordering with the form goes through these steps.

• a) You choose a Plan, monthly or yearly payment and extra hours, or emergency help, and give the address of the Site. The summary shows the price, the VAT and the next payments.
• b) You fill in your details. Fields with an error are marked with a message next to them, and until you send the order you can change everything or leave the page.
• c) If you order as a Consumer, you tick that you want the work to start right after payment (section 12).
• d) You tick that you accept these terms and have read the privacy policy.
• e) You press “Send the order”. This is a request that does not oblige you to pay.
• f) You see the order number on the screen and receive an email that we have received it, followed right away by the pro forma invoice.
• g) You pay the pro forma invoice. With the payment the contract is concluded, we email you the invoice and tell you how to give us access.

9.3. The pro forma invoice is our offer to conclude a contract on these terms. A contract for an order on the website is concluded when the payment reaches our account, and a contract by quote when you accept the quote.

9.4. We may decline to send a pro forma invoice or a quote if the order details are false or incomplete, if fraud is suspected, if the Site cannot be maintained in the way these terms describe, for example because it does not run on Linux, or if the requested work breaches section 16. You then owe nothing, and if you have already paid, we refund the amount.

9.5. We keep the order or the quote and the version of the terms that apply to the contract, and send you a copy on request. If you find a mistake in your order, write to us before paying and we will correct it.

10. Term, renewal and changing Plans

10.1. A contract for a Plan has no fixed end and no minimum term, and maintenance is provided in Paid Periods. After payment we tell you how to give us access, usually within one working day. Maintenance and the first Paid Period start on the day we receive the access we need.

10.2. Before the end of the Paid Period, usually two weeks earlier, we send you a pro forma invoice for the next period at the price in force for it. The contract continues only if you pay it, and the payment is your express consent to this.

10.3. You can change your Plan at any time by writing to us. When moving to a larger Plan you pay the difference for the remaining days of the Paid Period. A smaller Plan applies from the next Paid Period, if the Site and the Server fit into it. A change to a Plan by quote is agreed by quote.

11. Right of withdrawal

11.1. Only Consumers have a right of withdrawal. As a Consumer you can withdraw from the contract within 14 days of its conclusion, without giving a reason and without owing compensation or costs, apart from the amount under clause 12.2.

11.2. You can withdraw online with the “Withdraw from contract here” function at https://wphost.bg/en/withdraw. The link to it is in the footer of every page and in the client account. You can also withdraw by email to support@wphost.bg, by letter to the address in clause 1.2, or with the model form in Annex 1, which is optional. When you withdraw online, we immediately email you a confirmation with the content of the withdrawal and the date and time it was submitted. We also confirm a withdrawal received in another way without delay.

11.3. You meet the deadline if you send the withdrawal before it expires. Keep what you sent and our confirmation, because it is for you to prove that you withdrew.

11.4. After the withdrawal we stop the work and refund all amounts received, minus the amount under clause 12.2, within 14 days of the day we received the withdrawal. We refund to the account the payment came from, unless you agree otherwise, and at no cost to you. Ancillary contracts linked to the contract end with the withdrawal.

11.5. The right of withdrawal ends once the service has been fully performed, if performance began with your express consent and your acknowledgement that you lose the right of withdrawal once the contract is fully performed. For emergency help this is the moment we finish the work of the starter package, and for a Project the moment we finish it. Maintenance under a Plan is not fully performed before the end of the Paid Period, so the right of withdrawal for it applies throughout the 14-day period.

11.6. (Business Customers only) Business Customers have no right of withdrawal. An amount paid by a Business Customer is not refunded once the work on it has started. If we decline the order before we have started, we refund the amount.

12. Work during the withdrawal period (Consumers only)

12.1. When ordering with the form as a Consumer, you tick expressly that you want the work to start right after payment, before the 14 days end, and that you understand the consequences under clauses 11.5 and 12.2. Without this tick the order cannot be sent. If you want the work to start after the period, write to us at support@wphost.bg and we will send you a quote with a start after it. We confirm your request in the email that confirms we have received the order. We start a Project or a Plan by quote during the withdrawal period only at your express request by email, which we also confirm by email.

12.2. If you asked for the work to start during the withdrawal period and then withdraw, you pay the proportionate part for what has been provided until the withdrawal. For a Plan this is the elapsed part of the Paid Period, and for a Project the part of the work done. The amount is calculated from the contract price, or, if that is excessive, from the market value of what has been provided.

12.3. If you did not ask for the work to start during the withdrawal period, you owe nothing for what was provided during it.

13. Termination and suspension

13.1. You can terminate a Plan at any time by emailing support@wphost.bg. Termination takes effect at the end of the Paid Period and the unused part of it is not refunded, but if you wish, we stop the work earlier.

13.2. You can terminate a Project before it is finished by paying for the work done until then and the costs already incurred, unless the quote says otherwise. If you have paid more, we refund the difference.

13.3. We may temporarily suspend our work, fully or partly, on reasonable suspicion of a breach of section 16, if access has been compromised or security is at risk, on the order of an authority, or for an unpaid amount. We suspend only until the cause is gone and, where possible, warn you in advance. Suspending our work does not take the Site down.

13.4. We may terminate the contract with 7 days' notice if within that time you do not remedy a breach of section 15 or 16. We terminate it without notice only on serious grounds, namely clearly unlawful activity, insistence on unlawful or dangerous work, fraud, false identity or the order of an authority. We may also terminate it without giving a reason, with 30 days' notice by email. When we terminate the contract, we refund the unused part of the Paid Period, and for a Project what was paid for work not done.

13.5. Termination does not affect your right of withdrawal or your rights if the service does not conform.

14. After the contract ends

14.1. After the contract ends we stop monitoring and working on the Site and the Server. Within 30 days you can ask for a free copy of what we hold for you, for example the latest backup of the Site and the results of our work.

14.2. After that period we delete the staging copy and the backups of the Site. Copies that ended up in the backups of our own systems disappear when those are rotated in the usual way. This does not affect documents the law requires us to keep.

14.3. Please revoke the access you gave us and change any passwords and keys you shared. We stop using that access and delete the access details. If you want us to remove our tools from the Server, for example for monitoring, tell us before you revoke our access.

15. Customer's obligations

15.1. As a Customer you undertake the following.

• You give true details and keep them up to date.
• You give us separate access to the Site, the Server and, if needed, the Hosting Provider account, without your personal passwords, and tell us at once if you suspect unauthorised access.
• You pay your contract with the Hosting Provider and make sure it allows the access the Plan needs.
• You hold valid licences for the paid themes, plugins and materials on the Site and give us the keys needed to update them.
• You keep your own backups.
• You are responsible for the content of the Site, the goods and terms on it, your duties as a trader and your duties as the controller of your visitors' and customers' personal data.
• You tell us about changes that you or others make to the Site and the Server. Changes made outside our way of working under clause 6.1 are not part of our services.
• If you order for a client's site, for example as an agency, you are entitled to give us access to it.
• You order as an adult or as a representative who can bind the company.

15.2. While our access is revoked, we cannot do the work that depends on it, and the Paid Period keeps running.

16. Acceptable use

16.1. We do not work on, and you may not use our services for, unlawful activity or content, including fraud, phishing, prohibited goods and child sexual abuse material; infringing the rights of others, including with nulled themes and plugins; malicious code, attacks and unauthorised access; spam; and processing personal data without a legal basis, including covert tracking of visitors.

16.2. In case of a breach, depending on its severity, we may refuse a specific task, warn you, suspend our work or terminate the contract. We apply these measures in good faith and proportionately.

17. Data and results of our work

17.1. The Site, its content and the data in it are yours. You allow us to access, copy, including into staging and backups, and process them only as far as the services and compliance with the law require.

17.2. You may use the code, settings, automations and documentation we create specifically for you for your business, also after the contract ends, once you have paid for the work. Our general tools and templates remain ours, but you may use them as part of those results. Third-party software stays under its own licences. A quote may arrange rights differently.

17.3. For the personal data in the Site and on the Server that we access, we act as a processor under the Data Processing Agreement at https://wphost.bg/en/data-processing. It forms part of the contract when the General Data Protection Regulation applies to you. Our own data about you is processed under the privacy policy at https://wphost.bg/en/privacy-policy.

18. Liability

18.1. Each party is liable for damage caused by failing to perform its obligations under the contract. Nothing in these terms limits liability for intent or gross negligence, or for death or personal injury, nor the rights of Consumers under the law.

18.2. (Business Customers only) Our total liability to a Business Customer is capped at the amount they paid us in the 12 months before the event that caused the damage. We are not liable for lost profit or indirect damage, except in cases of intent or gross negligence.

18.3. We are not liable for damage caused by the Hosting Provider, by vulnerabilities and bugs in third-party code, including those not yet fixed, by changes made by the Customer or others outside our way of working, by the content and activity of the Site, by third-party services such as Cloudflare, payment providers and couriers, or by force majeure. We are liable for our own work, for example for testing and applying the updates the Plan includes. For Consumers this clause applies only as far as the law allows.

19. Conformity and complaints about the service

19.1. We perform the services with the care of a diligent trader, in line with the Plan, the quote and these terms. If something has not been done as agreed, write to us and we fix it at no extra charge.

19.2. (Consumers only) As far as the services are a digital service, you have the legal guarantee of conformity under the Bulgarian Act on the Supply of Digital Content and Digital Services and the Sale of Goods, which cannot be excluded or limited. In case of non-conformity you can ask for the service to be brought into conformity free of charge and within a reasonable time, ask for a price reduction, or terminate the contract if the non-conformity is not minor. On termination we refund the part of the price for the period of non-conformity and for the unexpired period within 14 days, by the same means and without fees.

19.3. You can make a complaint orally or in writing to support@wphost.bg or to the address in clause 1.2. Describe the problem and the solution you want, give your contact details and attach the documents it is based on, for example the invoice. We reply within 14 days. Consumers can complain about a Plan throughout the period for which the service is provided, and about a Project within the time limits set by law, and this does not stop them from going to court. Business Customers complain by email within 30 days of learning of the non-conformity.

19.4. We give no commercial guarantee beyond the legal one.

20. Complaints and disputes

20.1. You can submit a complaint at any time to support@wphost.bg or to the address in clause 1.2. We confirm receipt within two working days and reply on the merits within 14 days.

20.2. If, as a Consumer, we cannot settle a dispute between us, you can turn to the conciliation commissions of the Bulgarian Commission for Consumer Protection (КЗП) or file a complaint directly with it. It is located at ul. Vrabcha 1, floors 3 to 5, 1000 Sofia, with hotline 0700 111 22 and website https://kzp.bg. Our participation in a conciliation procedure is voluntary, and we will tell you on a Durable Medium whether we will take part. If you live in another EU country, you can also turn to the European Consumer Centre in your country. The European online dispute resolution platform has been closed since 20 July 2025.

20.3. Bulgarian law applies. For a Consumer from another EU country this does not remove the protection of the mandatory rules of the law of their country. Claims against Consumers are brought where they live, and a Consumer from another EU country can sue us there or in Bulgaria. Disputes with Business Customers are decided by the competent court in Sofia. We always try to settle a dispute amicably first.

21. Changes to the terms and the service

21.1. We tell you by email about any change to these terms at least 30 days before it starts to apply to you. As a Consumer, if you do not agree with the change, you can, within one month of the notice, withdraw from the contract without giving a reason and without compensation, or continue on the previous terms. If you do nothing, the change binds you. This does not apply to changes ordered by an authority. For Business Customers the change applies 30 days after the notice, and until then they can terminate the contract.

21.2. We may change the service beyond what is needed to keep it in conformity only for a valid reason, such as a change in the law, security, the end of support for software by its maker, or replacing our tools with equivalent or better ones. The change comes at no extra cost to you and we tell you about it clearly. If it affects your use of the service more than minimally, we notify you in advance on a Durable Medium and you can terminate the contract free of charge within 30 days, unless we offer to keep the service without the change.

22. Final provisions

22.1. We send notices to the email address in the order, the quote or the client account, and you write to us at support@wphost.bg. Please tell us if your email address changes.

22.2. If any clause is invalid, the others remain in force. We may transfer the contract to a successor if this does not reduce the guarantees for the Consumer. Business Customers may transfer the contract only with our consent.

22.3. Previous versions of the terms are kept and provided on request. This version is dated 13 October 2026 and applies to orders and quotes sent after its publication.

22.4. WordPress is a trademark of the WordPress Foundation, and WooCommerce of Automattic Inc. cPanel and Plesk are trademarks of WebPros, AWS of Amazon Web Services, Inc., Cloudflare of Cloudflare, Inc., and Linux of Linus Torvalds. Other product and company names on the website are trademarks of their owners. WPhost is not affiliated with or endorsed by these companies.

Annex 1. Withdrawal information and model withdrawal form (Consumers only)

A. Information on exercising the right of withdrawal

Right of withdrawal. You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day of the conclusion of the contract.

To exercise the right of withdrawal, you must inform us, Private DevOps LTD (ПРАЙВЪТ ДЕВОПС ЕООД), Manastirski Livadi, bl. 200, entr. G, fl. 4, apt. 404, 1404 Sofia, Bulgaria, email support@wphost.bg, phone +359 888 176 193, of your decision to withdraw from this contract by an unequivocal statement (for example a letter sent by post or email). You may use the attached model withdrawal form, but it is not obligatory. You can also withdraw from the contract online, using the “Withdraw from contract here” function at https://wphost.bg/en/withdraw. If you use this option, we will send you without delay a confirmation of receipt of the withdrawal on a durable medium, for example by email, with the content of the statement and the date and time it was submitted.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal. If you withdraw from this contract, we shall reimburse to you all payments received from you, without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement.

If you requested to begin the performance of services during the withdrawal period, you shall pay us an amount which is in proportion to what has been provided until you have communicated to us your withdrawal from this contract, in comparison with the full coverage of the contract.

The right of withdrawal does not apply to a service that has been fully performed, if performance began with your express prior consent and your acknowledgement that you will lose your right of withdrawal once the contract has been fully performed by us.

B. Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

• To Private DevOps LTD (ПРАЙВЪТ ДЕВОПС ЕООД), Manastirski Livadi, bl. 200, entr. G, fl. 4, apt. 404, 1404 Sofia, Bulgaria, support@wphost.bg
• I hereby give notice that I withdraw from my contract for the provision of the following service: ______________________
• Ordered on ______________________ (order or quote number ______________________)
• Name of consumer: ______________________
• Address of consumer: ______________________
• Signature of consumer (only if this form is notified on paper): ______________________
• Date: ______________________