WordPress Maintenance Purchase Agreement
This Purchase Agreement (“Agreement”) is made between A to Z Website Solutions (the “Company”) and the individual or business purchasing a WordPress Website Maintenance Care Plan (the “Client”).
By placing an order for any WordPress Website Maintenance Care Plan (Starter Care, Growth Care, Authority Care, or Dominator Care), the Client confirms they have read, understood, and agree to be bound by this Agreement.
The Company reserves the right to update or amend this Agreement from time to time. Where changes materially affect an existing Client’s service, reasonable notice will be provided.
The Company’s full legal policies and notices are available at:
atozwebsitesolutions.com/legal-policies
These policies form part of this Agreement and should be read in conjunction with it.
SERVICES & ACCEPTANCEThe Company provides ongoing WordPress website maintenance, monitoring, security, performance and support services according to the Care Plan purchased by the Client.
The exact services included depend on whether the Client purchases Starter Care, Growth Care, Authority Care, or Dominator Care.
The Company reserves the right to refuse or discontinue maintenance of any website containing illegal, harmful, abusive, malicious or otherwise inappropriate content.
WEBSITE CARE PLANS Starter Care – £49 Per Month- Monthly WordPress core, plugin and theme updates
- Secure backups
- Uptime monitoring
- Basic security protection
- Monthly website health report
Growth Care – £99 Per Month
Includes everything in Starter Care, plus:
- Weekly updates and backups
- Speed monitoring and improvements
- Broken link checks
- Priority support
- Up to 30 minutes of content updates per month
Authority Care – £179 Per Month
Includes everything in Growth Care, plus:
- Daily backups
- Advanced security protection
- Malware scanning and removal
- Performance optimisation
- Up to 60 minutes of content updates per month
- Monthly improvement recommendations
Dominator Care – £299 Per Month
Includes everything in Authority Care, plus:
- Unlimited small content updates
- Conversion and user experience improvements
- SEO and AI visibility checks
- Same-day support response
- Priority emergency fixes
- Quarterly website growth strategy
Services are limited to those included within the Client’s selected Care Plan unless additional work is separately agreed.
COMMENCEMENT OF SERVICE
Maintenance will normally begin once:
- The Client has purchased the appropriate Care Plan
- Payment has been received
- The Client has completed any required maintenance setup form
- The Company has received the access reasonably required to manage the website
The Company may carry out an initial review of the website before commencing ongoing maintenance.
If significant existing problems are identified, the Company may recommend that these are resolved before the website can be accepted onto a Care Plan.
Existing problems are not automatically included within the monthly maintenance fee.
WEBSITE ACCESS
The Client agrees to provide the Company with reasonable administrative access required to provide the service.
This may include access to:
- WordPress
- Website hosting
- Domain or DNS services where required
- Security systems
- Backup systems
- Relevant third-party website services
The Client confirms that they have authority to provide such access.
The Company will take reasonable measures to protect login information and confidential access credentials supplied by the Client.
PAYMENT TERMS
Payment for Website Maintenance Care Plans is made monthly at the price applicable to the selected plan.
Payment is required in advance for each monthly service period.
The Client authorises recurring payments where recurring billing is selected during purchase.
The service will continue monthly until cancelled in accordance with this Agreement.
FAILED OR OVERDUE PAYMENTS
If a recurring payment fails or an invoice remains unpaid, the Company may contact the Client and request payment.
The Company reserves the right to suspend maintenance, monitoring, updates, support and other services while an account remains unpaid.
The Company is not responsible for website problems, security incidents, missed updates or other issues occurring during a period in which the service has been suspended because of non-payment.
CHARGEBACKS & PAYMENT DISPUTES
The Client agrees to contact the Company first if there is a problem with a payment or service so that the matter can be investigated and resolved.
Where a chargeback, payment reversal or payment dispute is initiated, the Company reserves the right to suspend the Maintenance Care Plan while the dispute is investigated.
The Company may provide evidence of the service supplied, communications, maintenance records and other relevant information to the payment provider when responding to a chargeback or payment dispute.
CANCELLATION POLICY
There are no long-term contracts.
The Client may cancel their Website Maintenance Care Plan at any time.
Cancellation prevents the next recurring payment from being taken and the service will normally continue until the end of the period already paid for.
Payments for service periods already started are normally non-refundable except where required by law or covered by the Company’s stated guarantee.
Once the Care Plan ends, the Company will no longer be responsible for ongoing:
- WordPress updates
- Plugin or theme updates
- Security monitoring
- Backups
- Uptime monitoring
- Malware monitoring
- Performance monitoring
- Website support
The Client becomes responsible for arranging continued maintenance and protection of the website following cancellation.
100% PEACE OF MIND GUARANTEE
If an update carried out directly by the Company as part of the Maintenance Care Plan causes a website issue, the Company will investigate and correct that issue at no additional charge.
This guarantee applies to problems directly caused by maintenance work carried out by the Company.
It does not cover problems caused by:
- Client-made changes
- Third-party developers
- Third-party services
- Hosting failures outside the Company’s control
- Domain or DNS problems outside the Company’s control
- Previously existing website problems
- Unsupported or abandoned software
- Software conflicts not caused by an update performed by the Company
- Cyber attacks or vulnerabilities that could not reasonably have been prevented
- Changes made without the Company’s knowledge
No website or security service can guarantee that a website will never experience a technical problem, security vulnerability or cyber attack.
WORDPRESS, PLUGIN & THEME UPDATES
Depending on the Care Plan purchased, the Company will periodically update WordPress core software, plugins and themes.
Updates may be carried out automatically or manually at the Company’s discretion.
The Company may delay an update where there is reasonable concern that it could cause compatibility, security or stability problems.
Some plugins, themes and third-party software may require active licences before updates can be installed.
Unless specifically included in the Client’s service, the cost of purchasing or renewing premium third-party software licences remains the Client’s responsibility.
THIRD-PARTY SOFTWARE
WordPress websites commonly depend on software supplied by independent developers.
The Company does not control the continued availability, development, security or compatibility of third-party:
- WordPress plugins
- Themes
- APIs
- Payment gateways
- Booking systems
- Ecommerce services
- External applications
- Integrations
A third-party developer may discontinue a product, introduce an error, change functionality or make an update incompatible with other parts of the website.
The Company will take reasonable steps to investigate problems within the scope of the Client’s Care Plan but cannot guarantee the operation or continued availability of third-party software.
BACKUPS
Backups are carried out according to the Client’s selected Care Plan.
Backups are intended to assist with website recovery if something goes wrong.
Although reasonable care is taken to maintain reliable backups, no backup system can be guaranteed to be completely failure-proof.
The Client should maintain independent copies of any business-critical data they cannot afford to lose.
Backup frequency may vary depending on the Care Plan purchased and the technical configuration of the website.
SECURITY & MALWARE
Security protection varies according to the Care Plan purchased.
The Company may use security monitoring, malware scanning, software updates and other reasonable measures to reduce website security risks.
No website can be guaranteed to be completely immune from hacking, malware, cyber attacks or newly discovered vulnerabilities.
The Company therefore does not guarantee that a maintained website will never be compromised.
Where malware removal is specifically included in the Client’s plan, the Company will take reasonable steps to identify and remove malicious website files.
More extensive recovery, rebuilding or specialist security work may fall outside the Care Plan where the incident is unusually severe or caused by circumstances outside the maintenance service.
PERFORMANCE & SPEED
Where speed monitoring, improvements or performance optimisation are included, the Company will take reasonable steps to improve and maintain website performance.
Website speed can also be affected by:
- Hosting
- Website traffic
- Third-party scripts
- Advertising systems
- Plugins
- Themes
- External APIs
- Large images or files
- Visitor devices
- Internet connections
- Third-party services
The Company therefore cannot guarantee a particular website speed score, Core Web Vitals result or loading time.
UPTIME MONITORING
Where included, the Company will monitor the website for availability.
Uptime monitoring is designed to alert the Company to potential website availability problems.
Monitoring does not constitute a guarantee of uninterrupted website availability.
The Company is not responsible for downtime caused by hosting providers, domain providers, internet infrastructure, third-party services, cyber attacks or circumstances outside its reasonable control.
CONTENT UPDATES
Growth Care includes up to 30 minutes of content updates per month.
Authority Care includes up to 60 minutes of content updates per month.
Content update time is intended for small changes to an existing website, such as:
- Changing existing text
- Replacing supplied images
- Updating contact information
- Changing opening hours
- Adding supplied content to an existing page
- Making small formatting changes
Unused monthly content update time does not roll over into future months unless specifically agreed otherwise.
Content update allowances do not include major website redesigns, new functionality, custom development or substantial new pages.
UNLIMITED SMALL CONTENT UPDATES
Dominator Care includes unlimited small content updates.
“Unlimited” relates to the number of reasonable small update requests and does not mean unlimited development time or unlimited labour.
Small content updates generally include changes such as:
- Editing existing text
- Replacing existing images
- Updating contact details
- Changing prices or service information
- Updating existing page content
- Small formatting changes
Unlimited small content updates do not include:
- Website redesign
- New website sections requiring substantial design
- New functionality
- Custom programming
- New ecommerce systems
- Complex integrations
- Large-scale content entry
- Bulk product uploads
- Building substantial new pages
- Work that would reasonably constitute a separate website project
Where requested work falls outside the Care Plan, the Company will explain this and may provide a separate quotation.
SEO & AI VISIBILITY CHECKS
Where included in Dominator Care, SEO and AI visibility checks are intended to identify basic technical, content or website issues that could affect search and AI visibility.
These checks do not constitute a full SEO or AI Visibility service.
The Company does not guarantee:
- Google rankings
- AI citations
- Search traffic
- Leads
- Enquiries
- Sales
- Visibility within any particular search engine or AI platform
Search engines and AI platforms are controlled by third parties and can change their systems at any time.
CONVERSION & USER EXPERIENCE IMPROVEMENTS
Where included, the Company may make or recommend reasonable changes intended to improve usability, visitor experience and conversions.
The Company does not guarantee that such changes will produce a particular increase in enquiries, sales or conversion rates.
Results depend on many factors outside the Company’s control.
MONTHLY IMPROVEMENT RECOMMENDATIONS
Where included, the Company may identify practical improvements that could benefit the website.
Recommendations do not mean that all recommended work is automatically included within the Care Plan.
Where a recommendation requires substantial design, development, SEO, content or other work outside the selected Care Plan, this may be quoted separately.
QUARTERLY WEBSITE GROWTH STRATEGY
Dominator Care includes a quarterly website growth strategy.
This is intended to identify opportunities to improve the website’s performance, user experience, conversions, SEO readiness and AI visibility.
Recommendations may include work that falls outside the monthly Care Plan.
Any substantial additional work will be discussed separately before being undertaken.
SUPPORT RESPONSE TIMES
Support response times refer to the Company acknowledging or responding to a support request.
They do not guarantee that every problem will be completely resolved within the response period.
Resolution time depends on the nature and complexity of the issue and whether third-party providers or developers are involved.
Where Dominator Care includes same-day support response, reasonable support requests received during the Company’s normal working hours will receive priority attention on the same working day where reasonably possible.
Requests received outside normal working hours, on weekends or public holidays may be dealt with on the next working day unless the Company agrees otherwise.
PRIORITY EMERGENCY FIXES
Where included in Dominator Care, priority emergency support applies to serious website problems such as:
- Website unavailable
- Critical website functionality failing
- Serious security incidents
- Malware affecting the website
- Major errors preventing normal website use
Priority emergency support does not mean guaranteed immediate resolution.
The Company will give qualifying incidents priority and take reasonable steps to investigate and resolve them as quickly as practical.
WORK OUTSIDE THE CARE PLAN
Website maintenance is different from website development.
Unless specifically included within the selected Care Plan, maintenance does not include:
- Complete website redesigns
- New websites
- Major new pages or sections
- Custom software development
- New complex functionality
- Major ecommerce development
- Custom integrations
- Large content migration projects
- Full SEO campaigns
- Full AI Visibility campaigns
- Graphic design projects
- Copywriting projects
Additional work can be quoted separately.
CLIENT-MADE CHANGES
The Client may continue to edit their WordPress website unless otherwise agreed.
However, the Company is not responsible for problems caused by changes made by the Client, their employees, another developer or another third party.
If additional work is required to correct such problems, this may be chargeable.
CLIENT RESPONSIBILITIES
The Client agrees to:
- Provide accurate information
- Provide necessary website access
- Keep the Company informed of significant website changes
- Maintain required third-party licences where applicable
- Avoid knowingly installing unsafe or pirated software
- Inform the Company of suspected security incidents
- Respond reasonably to requests for information required to maintain the website
The Client remains responsible for the legality and accuracy of their website content.
CLIENT CONTENT RESPONSIBILITY
The Client confirms that text, photographs, graphics, trademarks and other material supplied for publication are either:
- Owned by the Client, or
- Used with appropriate permission
The Client remains responsible for ensuring that their website content complies with applicable laws and intellectual property rights.
THIRD-PARTY HOSTING
The Website Maintenance Care Plan does not automatically include website hosting unless specifically stated.
Where a website is hosted by another provider, the Company cannot be responsible for the reliability, security, configuration, backups or performance of that provider’s infrastructure.
Some maintenance or performance work may be limited by the capabilities or restrictions of the Client’s hosting provider.
SERVICE INTERRUPTIONS
The Company does not guarantee uninterrupted operation of any website.
The Company is not responsible for service interruptions caused by circumstances outside its reasonable control, including:
- Hosting failures
- Network outages
- Domain or DNS failures
- Third-party software failures
- Cyber attacks
- External service outages
- Internet infrastructure problems
- Force majeure events
The Company will take reasonable steps to assist where the issue falls within the scope of the Client’s Care Plan.
LIMITATION OF LIABILITY
The Company will provide the service with reasonable care and skill.
To the fullest extent permitted by law, the Company will not be liable for indirect or consequential losses arising from website downtime, data loss, security incidents, third-party software, loss of rankings, loss of traffic, loss of enquiries, loss of revenue or circumstances outside its reasonable control.
Nothing in this Agreement excludes or limits liability where doing so would be unlawful.
CONFIDENTIALITY
Both parties agree to keep confidential any non-public information, login credentials, business information or technical information obtained through the maintenance relationship.
This obligation does not apply to information that is already publicly available or which must legally be disclosed.
NON-SOLICITATION
During the term of this Agreement and for a period of twelve (12) months following its termination, the Client agrees not to directly solicit, recruit, engage or hire any employee, contractor or agent of the Company without the Company’s written agreement.
This restriction applies to individuals introduced to the Client through the provision of the service.
CHANGES TO CARE PLANS
The Company may occasionally change the features, pricing or structure of its Website Maintenance Care Plans.
Existing Clients will be given reasonable notice where a material change affects their current recurring service.
The Company may also recommend moving a Client to a different Care Plan where the website’s requirements have significantly changed.
TERMINATION BY THE COMPANY
The Company reserves the right to terminate or refuse to continue a Website Maintenance Care Plan where:
- Payments remain outstanding
- The Client seriously or repeatedly breaches this Agreement
- The website is being used for illegal activities
- The Client refuses to provide access reasonably required to provide the service
- The Client or another party repeatedly makes changes that prevent the Company from reasonably maintaining the website
- Continuing the service would create an unreasonable security, technical or legal risk
Where reasonably possible, the Company will provide notice before terminating the service.
SEVERABILITY
If any provision of this Agreement is found to be unlawful or unenforceable, the remaining provisions shall remain valid and enforceable.
GOVERNING LAW
This Agreement is governed by the laws of England and Wales.
Any dispute will be subject to the jurisdiction of the courts of England and Wales, subject to any statutory rights that cannot legally be excluded.
