What isn’t included in support?

Support plans are designed for ongoing website maintenance, updates and improvements. Larger development projects, technical SEO campaigns, email marketing, paid advertising and consultancy projects are quoted separately. If you're unsure whether something is covered, just ask.

What if I would like to cancel?

Website Care is a rolling monthly plan and can be cancelled at any time. Priority Support and Website Partner require a minimum three-month commitment before moving to a monthly rolling agreement. Simply let us know and we'll take care of the rest.

What if I make changes to my theme myself?

That's absolutely fine. You're free to update your website whenever you like. We'll simply pick up from where you've left off whenever you need our help.

Am I getting value for money?

Every task is recorded in 10-15 minute increments and you'll receive a transparent timesheet showing exactly what work has been completed. Our goal is to provide ongoing value and complete confidence in the support you receive.

Do unused support hours roll over?

No. Your included monthly support is available during each billing period and is intended to keep your website maintained and continually improving. Unused support does not roll over to future months, helping us provide a responsive service to all clients.

What if I don't use all of my monthly support?

Your support plan is designed to provide ongoing access to expert Shopify support, priority response times and proactive website care. Included monthly support is available during each billing period and does not accumulate or roll over. Your subscription secures dedicated availability rather than prepaid development hours.

When might my support plan no longer be suitable?

Our support plans work best when Lionsorbet is your primary Shopify support partner. If your website is being actively developed by another agency or internal development team, we'll be happy to review whether your current support plan is still the right fit for your business.

Can we substitute the cost for other benefits or work?

Support plans are intended for work directly related to your Shopify website, including design updates, development, content changes and technical support. If you require additional services such as branding, photography or marketing, we'll be happy to provide a separate quotation.

What if you go over the time limit?

We track all time and if we go over the allotted time for one month we will carry this over to the next month so that you only pay the same monthly payment. If we feel you need additional support or you wish to book additional time into your agreement we can do that at any time.

How am I charged?

Monthly plans are collected by Direct Debit through GoCardless. Payments are taken at the beginning of each billing period and you'll receive a VAT invoice for your records after each successful payment.

What Platforms do you work with?

Our support plans are designed specifically for Shopify and Shopify Plus websites, allowing us to provide specialist advice, development and ongoing support.

Can another agency or developer work on my website?

Absolutely. Your website is your business, and you're free to work with other agencies, developers or in-house teams whenever you choose.

However, if third-party changes affect the website or cause issues, any investigation, troubleshooting or remedial work falls outside the scope of your support plan and may be chargeable. We cannot guarantee or take responsibility for code, apps or changes made by others.