Why the Trust Hub exists

Trust is earned by being clear up front. This page explains how Asporea Digital works, what you can expect from us, and what we expect from you. If anything here feels unclear, tell us and we will fix it.

Who we are and how to reach us

Asporea Digital is a web design and WordPress support studio based in the Canberra region. We combine practical design, clean development, and steady care to keep your site earning its keep.

Our postal address is PO Box 4468, Kingston ACT 2604.

General enquiries: [email protected]

Support requests: [email protected]

What we do

We design and build websites, improve existing WordPress sites, and provide ongoing support and care. Typical work includes UX and content improvements, theme and plugin development, speed and Core Web Vitals fixes, accessibility updates, troubleshooting and small enhancements. We also help with analytics, SEO housekeeping, and structured data so your content is easier to find and trust.

How we work

Every project starts with a short scoping conversation to understand your goals and constraints. We then confirm scope, deliverables, timeframes, and price in writing. For new clients we take a 50 percent deposit before we begin. We work in small, transparent iterations so you can see steady progress. You will know what is next, what is done, and where your budget sits.

Quality and security standards

We build with a bias for maintainability. That means child themes when appropriate, minimal plugin bloat, clean code, and a preference for solutions you or your team can live with. On security, we keep core, theme, and plugins current, encourage strong passwords and multi-factor authentication, and remove unused software. If you suspect a compromise, contact support immediately and we will prioritise containment and recovery.

Privacy and data handling

We comply with the Australian Privacy Principles. We collect only the information needed to deliver services, store it securely, and never sell it. Access to your site and data is restricted to people who need it for the work. We will ask for permission before recording credentials in our vault, and we remove access on project completion unless you retain us for ongoing support. View our Privacy Statement.

Accessibility commitments

Good accessibility helps everyone. We aim for WCAG 2.1 AA-aligned sites wherever feasible within scope. That includes readable type, proper colour contrast, semantic headings, focus states, alt text, and sensible keyboard navigation. If you need a formal accessibility audit, we can provide one or work with a specialist partner.

Support SLAs and response times

Support is provided by email so there is a clear trail. Standard requests are acknowledged within 30 minutes during business hours and work begins within one business day. Emergency requests that affect availability or security are acknowledged and actioned within 30 minutes. If an issue needs extra investigation, we will explain what we are doing and when you will hear from us next.

Emergency support

We offer out-of-hours and emergency support. Emergency work is charged at double time with a two hour minimum. This reflects the disruption and the need to pull senior people into the problem quickly. If you believe you have an emergency, add EMERGENCY to your subject line and describe the impact in one sentence.

Ownership of work and intellectual property

You own the work we create for you on delivery and payment, excluding third-party assets that have their own licences. We may use subcontractors for specific tasks where it makes sense. They are bound by the same confidentiality and quality standards we follow.

Revisions and change requests

Most fixed-price engagements include two rounds of revisions aligned to the agreed scope. Additional revisions or new features are billed on a time and materials basis at our current rates. We will confirm effort and cost before we proceed so there are no surprises.

Payments, deposits, and invoicing

New clients pay a 50 percent deposit to commence work. For clients with accounts in good standing, the deposit can be waived unless there are large up-front costs. Invoices are due on receipt unless otherwise agreed. We accept standard electronic payment methods and provide GST-compliant invoices.

Late payments and cancellations

If an invoice is 15 days overdue we may apply interest at the current bank rate. At 30 days overdue services may be suspended. At 45 days we reserve the right to terminate the engagement. Deposits are non-refundable once work has commenced, as they cover resource allocation and preparatory effort.

Third-party services and optional hosting

We are not a hosting company. If you need hosting, we can recommend and set up a provider that fits your needs. This may include our sister brand, Asporea Hosting, or other reputable providers in Australia or overseas. We will be transparent about who provides what so you always know where your site lives and who supports which part.

Backups and website care

Backups are essential. We offer care plans that include scheduled backups, updates, security checks, and small fixes each month. If you prefer to manage this yourself or through your host, we will help set up a sensible backup routine and test a restore so you are confident it works.

SEO, performance, and analytics

We optimise pages for clarity and speed first. That means tidy templates, compressed media, explicit image dimensions, and lazy loading where appropriate. We implement structured data where it adds value, and we set up privacy-respecting analytics so you can track what matters. We do not guarantee rankings. We do guarantee steady, transparent improvement work.

Incident handling and communication

If something breaks, we act first and explain next. We restore service as quickly as possible, then send a short summary of what happened, what we changed, and what we recommend to reduce the chance of repeat issues. Where the cause sits with a third party, we will help you liaise with them.

Complaints and dispute resolution

If you are unhappy, email [email protected] with the background and the outcome you want. We will review, respond, and seek to resolve it quickly. If we cannot agree, we will suggest mediation before anyone considers formal action.

Changes to this page

We review this page periodically and update it when our practices or the law change. We will note the date below and call out any material changes to active clients by email.

Last updated: 8 September 2025