Terms & Conditions > Onlytheonline.com

Last updated: 24 January 2026

These terms and conditions (“Terms”) explain how you may use the Only The Online website, its WordPress issue database and any related tools or services (collectively the “Services”).
In these Terms “we”, “us” and “our” refer to Only The Online and “you” and “your” refer to any user of the Services.

Please read these Terms carefully. By accessing, browsing or using the Services, or by submitting a help request or payment, you confirm that you have read and understood these Terms and agree to be bound by them. If you do not agree to these Terms, you must not use the Services.

1. Who we are and how to contact us

Only The Online provides a structured index of WordPress error messages and offers an incident‑response service where our engineers implement fixes on customer websites. The business operates from the United Kingdom and is subject to UK law. We can be contacted via our support ticket system at contact@onlytheonline.com. Because our support is provided exclusively via tickets, we do not offer phone support.

2. Eligibility

You must be at least 18 years old and have the legal capacity to enter into contracts.
You must not use the Services for any unlawful or fraudulent purpose.
If you create an account or submit credentials, you agree to keep your login details confidential and to notify us immediately if you suspect unauthorised use.

3. Use of the WordPress Issue Database

Informational purposes only. Our database catalogues WordPress error codes and conflicts and is designed to help users diagnose issues. We explain what the error means and why it occurs, but we do not supply complete code snippets or bespoke fixes. The information is generic and should not be relied upon as professional advice. You remain solely responsible for any changes you make to your website.
No guarantee of resolution. The database may suggest that an error is caused by a conflict between a plugin and a theme. While we aim to catalogue issues accurately, we do not guarantee that following the steps will resolve your problem.
Updates and availability. We may add, modify or remove database entries at any time. We may suspend or withdraw the Services for maintenance or where required by law. We will endeavour to provide reasonable notice where practicable.

4. Implementation Service

4.1 Service description

If you cannot fix an error yourself, you may purchase a one‑off implementation service (the “Implementation Service”). Our engineers will log in, apply a patch and verify that your site is back online. Typical fixes take 2–4 hours once we have access. We will perform the Implementation Service with reasonable care and skill as required by the UK Consumer Rights Act. The service includes regression checks to ensure that the fix does not create new problems.

4.2 Your obligations

To enable us to perform the Implementation Service you must:

Provide access. Create a temporary WordPress administrator account with sufficient privileges and share the login details securely. Once the ticket is closed, you should delete this account.
Backup your site. You must ensure that a complete, recent backup of your site and its database exists before we work on it. We are not liable for data loss where no adequate backup was made.
Co‑operate. Provide any diagnostic logs, error messages or additional information that we reasonably request.
Security. Do not share credentials through unsecure means. We accept no liability for unauthorised access resulting from your failure to maintain secure credentials.

4.3 Payment

Pricing. Our fees are per incident and will be displayed on our checkout page. Prices are in pounds sterling and include VAT where applicable.
Payment method. Payment must be made via our third‑party payment processor. By submitting payment information, you authorise us to charge the total amount. We do not store your full card details on our servers.
When payment is taken. Payment is taken when you submit your ticket. If we cannot fix your issue, you will receive a full refund.
No subscriptions. We do not offer maintenance plans. Each ticket covers only the specific issue described in your request.

4.4 Cancellation and refunds

Under the Consumer Contracts Regulations 2013, digital services normally come with a 14‑day cooling‑off period. However, when you request the Implementation Service you agree that we may start work immediately and that the service will be fully performed by the time your site is fixed. This means you lose your statutory right to cancel once we start work.

If we cannot resolve your issue, we will provide a full refund. If you cancel before we have started work, we may refund you minus any payment processing fees. For digital downloads of logs or reports, once you have downloaded them you acknowledge that you waive the cooling‑off period.

4.5 Service limitations

Scope. Our service is limited to resolving WordPress or WooCommerce errors. We do not provide ongoing site maintenance, SEO, content updates or hosting services.
Malware and security. We may fix issues caused by malware affecting core files, but full malware removal or security hardening is outside our scope.
Third‑party software. If your error relates to a plugin or theme from a third‑party, we may request that you contact the developer for updates or patches.
Dependencies. You are responsible for ensuring that your hosting environment meets the compatibility requirements for WordPress and its extensions. We are not liable for problems caused by outdated PHP versions, unsupported configurations or third‑party network failures.

5. Consumer rights

Nothing in these Terms affects your statutory rights. For services, the Consumer Rights Act 2015 implies that:

the trader must carry out the service with reasonable care and skill;
statements or promises we make to you about the service (including in our FAQs or website) are binding if you rely on them;
the price must be reasonable if not agreed beforehand; and
the service must be performed within a reasonable time.

If we breach these obligations, you can require us to repeat the service at no extra cost or request a reduction in price. For digital content (such as any software, logs or reports we provide) your rights under the Consumer Rights Act mean the content must be of satisfactory quality, fit for a particular purpose and as described. If it is faulty you are entitled to a repair or replacement. Once you download digital content during the cooling‑off period you waive your right to cancel.

6. Liability

6.1 Disclaimer of warranties

We provide the Services on an “as is” and “as available” basis. We make no representations or warranties that the Services will be uninterrupted, timely, secure or error‑free, or that the information provided through the database is accurate, complete or current. You use the information at your own risk. We recommend that you always maintain backups and consult a qualified developer before making significant changes to your website.

6.2 Limitation of liability

We are not liable for:

any loss of profits, revenue, business or anticipated savings;
any indirect or consequential loss;
any loss or corruption of data (including website content) where you have not taken reasonable steps to maintain backups;
any loss arising from your use of, or reliance on, information in the database;
any loss arising from third‑party software, hosting, network providers or events outside our reasonable control.

To the extent permitted by law, our total liability arising out of or in connection with the Services shall be limited to the amount you have paid us for the Implementation Service in the 12 months preceding the event giving rise to the liability.

We do not exclude or limit our liability for:

death or personal injury caused by our negligence;
fraud or fraudulent misrepresentation; or
any other liability which cannot be limited or excluded under English law.

6.3 Indemnity

You agree to indemnify and hold us harmless against any claims, liabilities, damages, losses and expenses (including legal fees) arising from your breach of these Terms or misuse of the Services.

7. Intellectual property

All text, graphics, logos, database entries, software and other content on the website are our property or licensed to us. We grant you a revocable, non‑exclusive, non‑transferable licence to access and use the Services for your personal or internal business purposes. You may not copy, reproduce, modify, distribute, sell or exploit any part of the Services without our prior written consent.

If you submit suggestions, error reports or other feedback, you grant us a royalty‑free, perpetual, irrevocable licence to use, reproduce and adapt that content for any purpose related to improving our database and Services.

8. Acceptable use

You must not:

use the Services in any way that breaches any applicable local, national or international law;
upload or transmit any virus, malware or harmful code;
access or attempt to access accounts or data not owned by you;
interfere with or disrupt the integrity or performance of the Services;
use the Services to harass, abuse or harm another person;
scrape, crawl, reproduce or systematically harvest data from the database for commercial purposes; or
impersonate any person or misrepresent your affiliation with us.

We reserve the right to suspend or terminate your access to the Services if you breach this section.

9. Privacy and data protection

9.1 Personal data we collect

We may collect personal information such as your name, email address, transaction details and error logs when you create an account, submit a support ticket or interact with the Services. We also collect technical information (such as IP address and browser type) for analytics and security. When indexing an issue in our database we strip personal identifiers, domain names and user paths and store only the technical skeleton of the error.

9.2 How we use your data

We process your personal data to:

provide and administer the Services (e.g., respond to tickets, implement fixes);
improve our database and internal processes (for example by analysing trends in error logs);
comply with legal obligations and enforce our Terms; and
send transactional emails (such as order confirmations).

The legal bases we rely on include the performance of a contract (to deliver the Implementation Service), our legitimate interests in operating and improving the Services, and compliance with legal obligations.

9.3 Data protection principles

We comply with the principles of the UK GDPR. Personal data we process must be adequate, relevant and limited to what is necessary for the stated purposes and processed lawfully, fairly and transparently. We periodically review the data we hold and delete any information that we no longer require.

We implement technical and organisational measures to protect data against unauthorised or unlawful processing and against accidental loss, destruction or damage. However, no method of transmission or storage is completely secure. You acknowledge that you provide personal data at your own risk.

9.4 Data retention

We retain personal data for as long as necessary to fulfil the purposes described above or to comply with legal, accounting or reporting requirements. Error logs stored in our database are anonymised and may be retained indefinitely for research and diagnostic purposes. When we no longer need your personal data, we will securely delete or anonymise it.

9.5 Your rights

Under the UK GDPR you have rights including:

Access – to obtain a copy of the personal data we hold about you;
Rectification – to correct inaccurate or incomplete data;
Erasure – to request deletion of your data where there is no lawful reason for us to continue processing it;
Restriction and objection – to restrict or object to our processing in certain circumstances; and
Data portability – to receive the data you provided to us in a structured, machine‑readable format.

To exercise these rights or submit a complaint, email privacy@onlytheonline.com. You also have the right to complain to the Information Commissioner’s Office (ICO) if you believe we have failed to comply with data protection law.

9.6 Cookies and analytics

We use cookies and similar tracking technologies to operate and improve the Services. Where required by law, we will obtain your consent to the use of non‑essential cookies. For more information please see our Privacy Policy (to be published separately) and our Cookie Policy.

9.7 Marketing

We may send you marketing emails about our services only where you have opted‑in. You can opt out at any time by clicking the unsubscribe link in the email. We will not send unsolicited commercial emails or conceal the sender’s identity, in compliance with the UK Electronic Commerce Regulations.

10. API use

We are developing an API that allows third parties to query our issue database. Access to the API will be subject to separate terms and may be tiered (free and enterprise). We may collect usage data to monitor abuse and improve the API. We reserve the right to modify, suspend or discontinue API access at any time.

11. Third‑party links and services

The Services may contain links to third‑party websites or use third‑party plugins. These links are provided for your convenience and do not constitute endorsement. We have no control over the content or practices of third‑party sites and accept no responsibility for them. You should read their terms and privacy policies before using them.

12. Changes to these Terms

We may update these Terms from time to time (for example, to reflect changes in the law or our Services). We will post the updated Terms on our website with a new “Last updated” date. We will also present the updated Terms at the point of submitting a help request and require your acceptance before you proceed. By continuing to use the Services after the Terms are updated, you agree to the revised Terms.

13. Entire agreement

These Terms, together with our Privacy Policy and any order confirmation, constitute the entire agreement between you and us regarding the Services. If any part of these Terms is found to be invalid or unenforceable, the remainder will remain in full force and effect. A failure or delay by us to exercise any right or remedy shall not be a waiver of that or any other right or remedy.

14. Governing law and jurisdiction

These Terms are governed by the laws of England and Wales. Any disputes arising in connection with these Terms or the Services will be subject to the exclusive jurisdiction of the courts of England and Wales.

15. Contact us

If you have any questions about these Terms or the Services, please contact us via our ticket system or at contact@onlytheonline.com.