Terms of Service FAQ

The basics

• How does your pricing work?

  Two fees, plainly named. A one-time Design & Development fee pays for the craft: your custom design, custom build, content setup, and launch. A monthly Platform & Hosting subscription pays for the system that keeps your site alive: hosting, security, backups, software licenses, weekly updates, lead delivery, and support. Your exact package, scope, and prices are on the proposal you receive, which is what governs your project.

• Do I sign a long-term contract?

  No. The monthly Platform & Hosting subscription is month-to-month. There is no minimum term and no early-cancellation penalty on the subscription. You cancel with 30 days’ notice.

• Can I pay the Design & Development fee over time?

  In many cases, yes. Where we offer it, you can split the Design & Development fee into installments over a period stated on your proposal. One condition: if you cancel before the fee is fully paid, the remaining balance becomes due, because that fee pays for design and build work we have already delivered.

Ownership

• Do I own my website?

  Yes. Once the Design & Development fee is paid in full, the design and build of your site belong to you. You can request a standard WordPress export at any time while your account is in good standing.

• Is there anything I don't own?

  The platform itself is a subscription, not a product you own. Our source code, proprietary tools, development frameworks, and the third-party software licenses (premium plugins, themes, security tools, and similar) stay with us and are not transferable. They keep your site running while you are subscribed.

• What happens to all those licenses if I leave?

  Software licenses are licensed to us and do not transfer. If you move your site to your own hosting or cancel, you are responsible for buying your own licenses, in your own name, for every premium plugin, theme, app, and integration your site uses. Without them, those features may stop working or stop getting updates. We will give you a list of what needs licensing so you can arrange it.

Cancelling, refunds, and billing

• How do I cancel?

  Email us at hello@truemtn.com or use your customer portal. Cancellation takes 30 days’ notice before your next billing date and is effective at the end of your current cycle.

• Do you offer refunds?

  We offer a 30-day money-back guarantee on the Design & Development fee if you request it before your project enters the Development Phase. Once development begins or a service goes live, fees are non-refundable, and we do not issue prorated refunds for partial months.

• Does my subscription renew automatically?

  Yes. The monthly subscription renews each month and your payment method is charged automatically until you cancel with the required notice.

• What happens if I miss a payment?

  Timely payment keeps your site online. If your account is 30 or more days past due, we may suspend your services and take your site offline until you are paid up (a reactivation fee may apply). During suspension, your subscription fees still accrue.

• What if I dispute a charge?

  Please contact us first; we will sort out any billing error quickly. Filing a chargeback for services we provided or amounts you owe is treated as a breach, and we may suspend services and recover the amount plus any fees.

Support

• Is support included?

  Yes. Support is included free with every active Platform & Hosting plan. Our team is US-based (Chicagoland), available Monday through Friday, and most requests are handled within one business day.

• Is there a limit on support?

  Included support is for routine, reasonable use, things like questions, minor content updates, and help using your site. We may set reasonable limits to keep support fast for everyone. Bigger requests, such as new development, new features, new pages, redesigns, integrations, or migrations, are custom work. When something crosses into custom work, we will tell you in advance and send a quote for your approval before doing any chargeable work.

Hosting, uptime, and security

• Do you guarantee my site is always online and fast?

  We host on premium cloud infrastructure and target 99.9% uptime, but no host can promise perfect, uninterrupted, or error-free service. Speed depends on many things, including your content, images, plugins, and visitors’ networks. If we miss our uptime target, a service credit is the remedy.

• Do you back up my site?

  Yes, automatically, stored in two locations. We make every effort to keep good backups, but no provider can guarantee a backup is always complete or recoverable, so we recommend you keep your own copies of anything you cannot afford to lose.

• What if my site gets hacked?

  We use industry-leading security, but no site can be made 100% hack-proof. If your site is compromised while on an active plan, we will restore it to its nearest pre-incident state at no extra cost, by restoring a backup or cleaning malware.

Domains, email, SEO, and ads

• Who owns my domain name?

  You do. As a rule, your domain should be registered in your name and kept current by you, including the annual renewal fees. If you would like us to acquire one for you, just ask; recurring yearly fees apply, and if you later want it transferred to you, additional fees may apply.

• Do you provide business email?

  No. Your business email stays with you and your provider (Gmail, Microsoft 365, etc.). We make sure your website’s lead notifications deliver reliably, but email delivery to inboxes is never fully within anyone’s control, so check your spam folder and form interfaces.

• Will my site rank #1 on Google?

  We build strong SEO foundations and offer ongoing SEO programs, but no one can guarantee search rankings or placement. Rankings depend on many factors outside anyone’s control.

• How does paid advertising work?

  If we manage ads for you, your ad budget is separate from our management fee and is billed by the ad platforms to your payment method. Advertising platforms set their own rules and can change them or pause accounts at any time, and we cannot guarantee specific ad results.

• Do you send text messages?

  Some features (like SMS lead alerts) can send texts and your site may collect phone numbers. If you use texting, you are responsible for following messaging laws and carrier rules (including consent requirements). We provide the tool, not legal advice on messaging.

Legal and compliance

• Are you responsible for my website's legal compliance?

  No. We are not a law firm and do not provide legal advice. You are responsible for determining and meeting your own obligations for privacy laws (Privacy Policy, cookie consent, and similar) and accessibility laws (ADA / WCAG). We can set up compliance tooling on certain plans, but using a tool does not guarantee compliance. We strongly recommend consulting an attorney.

• Do you use AI to build sites?

  We may use AI-generated content where appropriate, in line with applicable laws and licensing. If you provide AI-generated content, you are responsible for ensuring it is properly licensed and lawful.

• What law governs the Terms?

  Indiana law. Business clients resolve disputes in Lake County, Indiana; consumer venue rules may differ by state. The Terms include a class-action waiver.

Existing clients

• I signed up before June 2026. Which terms apply to me?

  The terms you agreed to when you signed up continue to apply to your existing agreement, and a copy of the prior Terms of Service remains available for your reference. If you move to a new package or plan, the current Terms will apply to that new engagement. If you have any questions about which terms apply to you, contact us.