These terms are the contract for an SOS emergency ticket with NOVALINK DIGITAL LTD, company number 15997441, registered office 124 City Road, London, United Kingdom, EC1V 2NX. They were last updated on 25 September 2026.
They cover Automation SOS, WordPress SOS, Website SOS, Ecommerce SOS, PPC SOS and Booking SOS. Submitting a ticket and ticking the terms box means you agree to them. How we handle personal information is in the privacy policy.
Contact info@novalinkdigital.com or 07303 065207.
An SOS ticket is a fixed-scope emergency repair of the fault you describe: a broken automation, WordPress site, website, shop checkout, ad account or tracking setup, or booking flow. The fee for that emergency fix is 500 US dollars.
We aim for an engineer to join the live chat within 20 minutes, at any hour. That time starts when the ticket has a usable description and the access we need, and while you stay available in the chat. If access is missing or you leave the chat, the clock pauses until both are back.
A figure such as “90% fixed in 3 hours” describes past jobs. It is not a promise that your ticket will be fixed in 3 hours.
The consultation option on an SOS page is a non-urgent conversation and a custom quote. It is not the $500 emergency fix unless you later accept a quote for that fix.
You pay the $500 fee only once the agreed fault is fixed. If we cannot fix that fault, the fee is not charged. If it was taken and the agreed fault is not fixed, we refund it. “Fixed or fully refunded” on a service page means that.
Payment is in US dollars through our payment provider. Work outside the fault in the ticket, including new features, a rebuild, or a separate account problem, is quoted before we start it. Ad spend, software licences, hosting and third-party fees are yours to pay.
You confirm that you are allowed to give us access to the accounts, sites and data involved, and that any file you upload is yours to share. You should keep your own backup before we change a live system. We will ask for the access we need and we will not go beyond the fault you asked us to fix.
We can refuse or stop a ticket that is outside the service, unlawful, or unsafe to attempt, including where we are not given access. If we stop before a fix, the $500 fee is not charged.
Ticket details, files and messages may be read by automation and AI tools so we can sort the fault and reply faster. A person still does the repair. This use is described in the privacy policy.
We do the repair with reasonable care and skill. We do not promise a particular ranking, revenue, ad result, or that a third-party platform will stay up.
We are not liable for faults that already existed, for lost profits, lost data or wasted ad spend, or for a platform outage we do not control, except where the law does not allow that exclusion. Our total liability for a ticket is limited to the fee you paid for that ticket, except for death or personal injury caused by our negligence, fraud, or any other liability the law does not allow us to limit.
These terms are written for business customers. If you are a consumer, your statutory rights still apply.
We keep the contents of your ticket confidential, except where we need to share them with a supplier who is helping deliver the ticket, or where the law requires disclosure. You keep our working notes and unpublished methods confidential.
These terms are governed by the law of England and Wales. The courts of England and Wales decide disputes, except where the law gives a consumer the right to use their local courts.