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Frequently Asked Questions
How can we help you?
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General
No catch!, no, honestly, no catches. Your starter website is provided free. You can find further details on the process via the “How it Works” page.
The only costs to you are a monthly fee for hosting and website maintenance. This can be paid either monthly or annually. Annual plans come with 2 months of free service.
Once you sign up for our service, you are entering into a 12-month minimum contract. As such, we do not offer refunds.
Why? We can offer you a free website on the condition that we enter into a partnership that will last at least one year.
We work with you before signing up and provide access to hundreds of templates, which you can test fully before work begins.
We are here to assist you every step of the way to ensure you get the right website quickly.
- Every plan comes with one free domain name
- We will work with you at the start of the project to find and register a suitable domain for your business
No problem, again, we will work with you to transfer the domain to our system and from there we will connect it to your new website.
In this scenario, we will work on a custom solution for you.
What does that mean?
As we have no way of knowing what your existing site is built with, how many pages there are, what issues there are, etc., we need to take a different approach.,
You may still go through our normal process, choose a new theme, and sign up for a plan.
We will work out a budget with you to migrate the current data to the new site.
A senior member of the team will work with you to ensure we cover all angles and the migration goes as smoothly as possible.
** There are many website builders in the world, and some are more complex to work with than others. Migration from existing websites is provided on a “best effort only” basis, and it must be understood that there are limitations and risks involved when moving platforms.
Where the existing site is built using WordPress, we will assess a cloud migration to the new website on a case by case basis.
If you pay for 1 year up front, then yes, you own the website once it is complete.
If you choose to pay monthly, once 1 year has elapsed and you have made 12 successful payments, ownership of the website then passes to you.
If you pay for 1 year up front, then yes, you own the website and can move it to any other provider.
If you choose to pay monthly, once 1 year has elapsed and you have made 12 successful payments, you may then transfer the website to any other provider.
If you wish to move to another provider earlier than the agreed 12-month period, you may do so on the basis that you pay for the remaing months left in that period.
We will build 5 start pages for you, examples are:
- Home Page
- About Us
- Servcies
- Testimonials
- Contact Details
Your monthly maintenance plan allows for 2hours of updates. You can request new pages as needed. One normal information page will take approximately 1 hour to create and add to your navigation menu.
Hosting & Maintenance
There sure is! We provide enterprise-grade hosting via our unique “Elastic” cloud setup.
What does that mean?
Autoscaling simply refers to the ability of your cloud resources to adjust automatically.
Key elements such as bandwidth, memory and processing power increase or decrease in real time, depending on traffic levels.
This elasticity is what defines a true cloud environment. Even during unexpected spikes in visitors, your website continues to deliver a smooth, lightning-fast experience for every user.
Rather than being restricted to a single server, your website draws on the full strength of the platform, tapping into multiple servers at once.
This dynamic approach is what sets the Heaventree platform apart, ensuring flexibility, reliability and consistent performance at all times.
You can have as many email accounts as needed.
Each email inbox comes with a huge 10GB of storage.
If you reach this quota, you can double the allocated space to 20GB for an additional cost of €5 per month.
Every plan comes with a monthly, fully managed maintenance service.
What does that mean?
Our support team will take care of your website on an ongoing basis. This includes:
- WordPress Core Updates
- Plugin Updates
- Theme updates
- Security Hardening
- Site Backups
- Speed Optimisations
- Malware Scanning & Removal
- Unlimited fixes. If your site breaks, we fix it free of charge
No problem, we offer a free migration service to our hosting and maintenance platform.
As we will not be familiar with your existing site or the issues you may be facing, there are some caveats.
What does that mean?
While maintenance includes unlimited fixes to your site, it does not cover errors or problems related to custom work you may have had done on the site previously.
For example. You have a custom-coded appointment booking system built for your site, which does not function.
Monthly maintenance will not cover repairs in this scenario.
Why?
While the maintenance we perform and offer is extensive, it does not allow for custom coding or plugin creation.
The exception to this rule is when one of our development team members needs to make very slight code tweaks to fix an issue with a standard WordPress plugin.
In a case like this, we would look for an alternative plugin or quote to build a working system for you.
If a licence fee is required for any given addon/plugin, we will communicate at all times to find a satisfactory solution.
Process
Good question! We have made the process as simple as possible.
- Visit our Template Marketplace here
- Browse over 320 live website demos
- You can test drive every site in both desktop and mobile view so you knwo exactly how it will look
- Once you find the perfect starter template, simply mouse over and you will see opt-ins appear
- Choose “Select This Theme”
- Once selected, you will see a very simple submission form appear. Add your details and then submit
You will then be directed to a page with instructions on how to set up your account and get things started.
We will get back to you within 24 hours with an update, introduction and from there, get to work.
At the start of the project, we can arrange a phone call or video call to discuss the project with you.
Ongoing Support is provided via a support ticket through our customer portal: https://myheaventree.com
Support is also available via WhatsApp during business hours (10 am – 5 pm), Monday to Friday.
We do not provide account support via phone call. This is part of our GDPR policy and commitment to privacy and security on your account.
This can be done easily. Once the site is launched, we will provide a link to a digital feedback system.
This system is very easy to use, all you have to do is:
- Point and click anywhere on your website
- Add the task you need carried out
- Save and exit
Once this is done, your request will be picked up by our support team within a few minutes, and work will begin as soon as an open slot is available.
Once complete, our team will reach out to let you know.
Ongoing Support is provided via a support ticket through our customer portal: https://myheaventree.com
Support is also available via WhatsApp during business hours (10 am – 5 pm), Monday to Friday.
We do not provide account support via phone call. This is part of our GDPR policy and commitment to privacy and security on your account.
