Website Care Terms

These Website Care Terms ("Website Care Terms") explain how website care, maintenance, monitoring, support, updates, backups, and related ongoing services are provided by Webline Masters, LLC ("Webline Masters," "Company," "we," "us," or "our").

These Website Care Terms apply when you purchase or use a website care plan, maintenance plan, monthly support plan, website monitoring service, or similar recurring service from Webline Masters.

These terms should be read together with our Terms of Service, Privacy Policy, Refund & Cancellation Policy, Hosting Service Level Policy, and any proposal, invoice, service plan, or written agreement related to your website care service.

If a specific proposal, invoice, or written agreement includes different terms, the more specific written terms will apply to that service.

Company: Webline Masters, LLC

Website: weblinemasters.com

Email: [email protected]

Phone: +201558205586

Address: 1111B S Governors Ave, Dover, Delaware 19904, United States

Website Care is designed to help keep your website maintained, monitored, updated, supported, and improved over time.

A website should not be treated as a one-time project only. It may require ongoing updates, checks, backups, security attention, small fixes, content adjustments, technical support, and performance improvements.

Website Care does not guarantee that your website will never experience downtime, errors, security issues, plugin conflicts, third-party failures, or performance changes. It provides a structured support relationship to reduce risk, respond to issues, and keep the website in better condition.

Website Care plans may vary depending on the type of website, technology, hosting environment, risk level, traffic, business needs, and service scope.

A Website Care plan may include some or all of the following:

• Website updates

• WordPress core updates

• Plugin updates

• Theme updates

• Website backups

• Security checks

• Uptime monitoring

• Technical support

• Small website edits

• Small content updates

• Speed and performance checks

• Bug fixes within the plan scope

• Monthly reports

• Recommendations for improvement

• Hosting-related support if included in the plan

• Emergency support if included or approved separately

The exact features, limits, response times, number of requests, number of support hours, backup frequency, and included services will be described in the relevant proposal, invoice, plan description, or written agreement.

Website Care plans are paid in advance.

Billing may be monthly, annually, or according to another written agreement.

Annual plans may include a discount when paid upfront. Any annual discount is based on the client committing to the selected annual period.

Unless otherwise agreed in writing, Website Care begins only after payment is received and the required access is provided.

If payment is late, we may pause, suspend, or terminate the service according to these terms and our Refund & Cancellation Policy.

Monthly plans continue on a month-to-month basis until cancelled.

Annual plans continue for the paid annual term and may renew unless cancelled according to the agreed billing terms.

Cancellation of a monthly or annual plan usually takes effect at the end of the current paid billing cycle.

We do not usually provide partial refunds for unused time in the current billing cycle unless required by law or agreed in writing.

Before accepting or fully activating a Website Care plan, we may review the website, hosting environment, plugins, theme, CMS, security status, backups, performance, and technical condition.

If the website was not built by Webline Masters, an initial review, audit, cleanup, update, migration, or repair may be required before the website can be accepted into a care plan.

This onboarding work may be free, included, or billed separately depending on the condition of the website and the selected plan.

We may refuse to accept a website into a care plan if we believe it creates legal, security, technical, ethical, hosting, or operational risk.

To provide Website Care, you may need to provide access to:

• Website admin panel

• Hosting account

• Domain or DNS provider

• CMS account

• WordPress dashboard

• Plugin or theme accounts

• Email or SMTP service

• Analytics tools

• Search Console

• Security tools

• Backup tools

• CDN or Cloudflare account

• Relevant third-party platforms

You are responsible for providing accurate and working access when required.

Delays in providing access may delay support, updates, backups, monitoring, fixes, or reporting.

We recommend using secure access methods, strong passwords, two-factor authentication where available, and role-based access when possible.

If updates are included in your plan, we may update WordPress core, plugins, themes, CMS components, or related software depending on the website technology and plan scope.

Updates may be performed manually, automatically, or according to a maintenance schedule.

Before or during updates, we may create or verify backups when available under the plan or hosting environment.

Some updates may cause conflicts, layout changes, errors, or compatibility issues due to third-party plugins, themes, custom code, hosting limitations, outdated systems, or abandoned software.

We are not responsible for issues caused by third-party software defects, discontinued plugins, unsupported themes, licensing problems, or client-side changes, but we may help investigate or fix them if covered by the plan or approved separately.

Backup frequency, storage location, retention period, and restoration support depend on the selected plan, hosting environment, and available tools.

Backups may be daily, weekly, monthly, manual, automated, hosting-based, plugin-based, cloud-based, or handled by a third-party provider.

Unless expressly stated in writing, backups are not guaranteed to be complete, permanent, error-free, or always restorable.

Backup restoration may be included in some plans or billed separately depending on the cause, urgency, complexity, and plan scope.

You are encouraged to keep your own independent copies of important website files, business records, customer data, product information, and other critical materials.

If security checks are included in your plan, they may include basic website security review, plugin/theme update checks, malware scan tools, suspicious activity review, login hardening recommendations, SSL checks, and other practical security measures.

Website Care reduces risk but does not eliminate it.

We do not guarantee that a website will be immune from hacking, malware, data loss, spam, downtime, plugin vulnerabilities, brute-force attacks, third-party compromise, or human error.

Security incidents may require additional investigation, cleanup, restoration, or emergency support, which may be billed separately unless included in the selected plan.

If a website is already hacked, infected, blacklisted, sending spam, redirecting visitors, or showing malware before joining a Website Care plan, cleanup is not automatically included.

Malware cleanup, blacklist removal, emergency restoration, deep security investigation, server-level investigation, and recovery work may require a separate quote or one-time fee.

We may offer cleanup as an additional service before or during a care plan.

We may refuse or suspend service if a website creates risk to our systems, hosting infrastructure, other clients, third-party providers, or the public.

If uptime monitoring is included in your plan, we may monitor whether the website appears reachable from one or more monitoring systems.

Uptime monitoring helps detect downtime, but it does not guarantee uninterrupted availability.

Downtime may be caused by hosting providers, DNS issues, third-party services, payment failures, plugin errors, server overload, client-side changes, internet routing issues, maintenance, attacks, or force majeure events.

Any uptime target, hosting availability commitment, maintenance exclusion, or service credit will be described in the Hosting Service Level Policy or a specific hosting agreement, not in these Website Care Terms unless expressly stated.

If included in your plan, small website edits may include reasonable tasks such as:

• Updating text

• Replacing images

• Changing buttons or links

• Updating contact details

• Adding or replacing a banner

• Editing simple sections

• Updating opening hours or business information

• Minor layout adjustments

• Uploading a small amount of provided content

• Replacing simple assets

• Fixing minor visible issues

Small edits must be within the agreed monthly request limit, time limit, or plan scope.

Unused requests or support time do not roll over unless agreed in writing.

Website Care does not automatically include:

• New website design

• Major redesigns

• New pages beyond the plan scope

• New features

• Custom development

• New integrations

• New e-commerce systems

• Full SEO campaigns

• Paid ads management

• Large content writing

• Large product uploads

• Bulk data entry

• Branding or logo design

• Copywriting beyond minor edits

• Advanced speed optimization

• Advanced security cleanup

• Server migration

• Domain transfer

• Email migration

• Legal policy drafting

• Complex troubleshooting caused by third parties

• Emergency recovery unless included or approved separately

• Work caused by client-side changes or unauthorized modifications

• Work caused by expired licenses or unpaid third-party services

Out-of-scope work may require a separate quote, support fee, project fee, or written approval.

Each Website Care plan may include a specific number of support requests, tasks, edits, or support hours per billing cycle.

The exact limits will be described in the plan, invoice, or written agreement.

Requests must be reasonable, related to the maintained website, and within the plan scope.

A single request that requires significant planning, design, development, testing, migration, integration, or troubleshooting may be treated as a separate project even if the client submits it as one request.

We may split large requests into a separate quote or milestone.

Support may be provided through:

• Email

• WhatsApp

• Website live chat

• Client communication channels approved by Webline Masters

• Ticketing systems if introduced in the future

We may ask that complex requests be sent in writing to avoid misunderstanding.

Support requests are handled according to the selected plan, priority level, urgency, and availability.

Unless a specific plan states otherwise, normal support requests are usually reviewed within 1–2 business days.

Urgent issues are handled as soon as reasonably possible, depending on severity, plan level, availability, access, third-party involvement, and whether emergency support is included or approved.

Some plans may include faster response times, priority support, or daily response availability.

Response time means the time to acknowledge or begin reviewing a request. It does not guarantee that the issue will be fully resolved within that time.

Resolution time depends on the issue, access, complexity, third-party providers, client response, and plan scope.

Support is generally provided during Webline Masters’ normal business days and working hours, excluding public holidays, announced days off, and periods of limited availability.

We may respond outside normal working hours when possible, especially for urgent matters, but 24/7 support is not included unless expressly stated in the selected plan or written agreement.

Emergency support may be available for issues such as:

• Website down

• Critical checkout failure

• Serious security warning

• Malware or suspicious redirect

• Broken key functionality

• Urgent hosting or DNS issue

• Major website error affecting business operations

Emergency support may be included in higher plans or billed separately.

Emergency support does not guarantee immediate resolution, especially if the issue involves third-party providers, expired accounts, hosting limitations, payment issues, malware, custom code, or unavailable access.

We may decline emergency support if the issue is outside our control, outside the plan scope, caused by prohibited activity, or caused by missing access or non-payment.

If included in your plan, we may provide a monthly report summarizing relevant care activities.

A monthly report may include:

• Updates performed

• Backup status

• Uptime summary

• Security notes

• Support tasks completed

• Recommendations

• Issues found

• Suggested improvements

• Important next steps

The exact report format and depth may vary by plan.

Reports are intended for practical visibility and are not legal, compliance, forensic, or security certification reports.

Website Care does not include hosting unless hosting is clearly included in the plan, invoice, proposal, or written agreement.

If hosting is included, hosting terms may be governed by:

• The selected hosting plan

• The third-party hosting provider’s terms, if applicable

• Webline Masters’ Hosting Service Level Policy

• Any specific hosting agreement

If the website is hosted by a third-party provider not controlled by Webline Masters, our ability to support uptime, performance, backups, email, DNS, server issues, or security may be limited.

Some websites require premium plugins, themes, APIs, security tools, backup tools, CDN services, form tools, email tools, payment tools, or other third-party services.

Licenses and third-party tools may be:

• Paid directly by the client

• Purchased by Webline Masters and included in the total service fee

• Provided as part of a care plan

• Billed separately

• Transferred where possible

• Removed or restricted after cancellation

If a license is provided through Webline Masters as part of an active care plan, access to that license may end when the plan ends.

We are not responsible for third-party price changes, discontinued tools, license restrictions, policy changes, downtime, account termination, or compatibility problems.

To keep the website properly maintained, you agree to:

• Pay invoices on time

• Provide required access

• Respond to important requests

• Review completed tasks

• Avoid making risky changes without notice

• Avoid installing unsafe, pirated, nulled, or unlicensed plugins/themes

• Keep business information accurate

• Keep domain, hosting, email, and third-party accounts active and paid

• Inform us of changes made by you, your team, or another provider

• Maintain appropriate legal pages, policies, and compliance obligations for your business

• Keep your own copies of important business data where appropriate

We are not responsible for issues caused by missing access, unpaid third-party accounts, expired domains, client-side changes, unsafe software, incorrect content, or actions by other providers.

If you, your team, another developer, another agency, a plugin provider, hosting support, or any third party makes changes to the website, those changes may affect performance, security, layout, updates, backups, or functionality.

Work required to investigate or fix issues caused by external changes may be billed separately unless included in the plan.

We may request that other providers coordinate with us before making major technical changes.

We may refuse, suspend, or terminate Website Care for websites involving:

• Illegal activity

• Fraud

• Phishing

• Malware

• Spam

• Bulk unsolicited email

• Pirated software

• Nulled plugins or themes

• Hacking tools

• Scam offers

• Counterfeit goods

• Copyright infringement

• Excessive server abuse

• Security risk to other users or systems

• Violation of hosting, payment, platform, or legal requirements

We may offer cleanup, migration, or risk reduction services separately when appropriate, but we are not required to accept or continue care for high-risk websites.

Website Care is paid in advance.

If payment is late, we may:

• Send a payment reminder after the due date

• Pause non-critical support after 7 days of non-payment

• Suspend Website Care services after 14 days of non-payment

• Terminate the plan after 30 days of non-payment

During suspension, updates, monitoring, backups, reports, support, licenses, and related services may pause or stop.

Reactivation may require payment of overdue invoices, renewal fees, third-party fees, reactivation fees, cleanup costs, restoration fees, or a new onboarding review.

You may cancel a Website Care plan by sending written notice through email, WhatsApp, live chat, or another official communication channel we provide.

Unless otherwise agreed in writing, cancellation takes effect at the end of the current paid billing cycle.

Monthly and annual plan payments are generally non-refundable once the billing cycle has started, unless required by law or agreed in writing.

After cancellation:

• Updates stop

• Monitoring may stop

• Backups managed by us may stop

• Support included in the plan stops

• Monthly reports stop

• Premium tools or licenses provided through us may be removed, restricted, or transferred where possible

• Future fixes or support may require a new plan or separate quote

You are responsible for requesting any needed backup, migration, handover, or transfer before the service ends.

If you cancel Website Care, we may provide reasonable handover support as a paid service unless otherwise agreed.

Handover support may include:

• Providing available credentials controlled by us

• Preparing backup files where available

• Assisting with migration

• Listing active tools or licenses

• Sharing basic technical notes

• Coordinating with a new provider

We may refuse or limit handover support if there is non-payment, abuse, illegal activity, security risk, or prohibited use.

Website Care helps maintain and support your website, but it does not guarantee:

• No downtime

• No hacking

• No malware

• No plugin conflicts

• No data loss

• No third-party failure

• No SEO ranking changes

• No performance score changes

• No design or layout changes after third-party updates

• No business interruption

• Specific sales, leads, traffic, or revenue

We make reasonable efforts to reduce risk, respond to issues, and keep your website in better condition according to the selected plan.

To the maximum extent permitted by law, Webline Masters, LLC is not responsible for indirect, incidental, special, consequential, exemplary, or punitive damages, including lost profits, lost revenue, lost data, business interruption, loss of goodwill, or cost of substitute services.

Our total liability for claims related to Website Care will not exceed the amount paid by you for the Website Care service during the three months before the event that caused the claim, unless a different limit is required by law or agreed in writing.

We may update these Website Care Terms from time to time.

When we update these terms, we will revise the "Last updated" date at the top of this page.

For active paid plans, material changes will not retroactively change the commercial terms already agreed unless required by law, agreed in writing, or necessary for security, legal, or operational reasons.

If you have questions about these Website Care Terms, please contact us:

Webline Masters, LLC 1111B S Governors Ave Dover, Delaware 19904 United States

Email: [email protected]

Phone: +201558205586