Website Maintenance Terms & Conditions

Last updated: 1 August 2026

These terms apply when you purchase a website maintenance plan from ViralMESH. By subscribing to a plan, you agree to the terms below.

Plans at a Glance

Essential Care – £79 per month
For brochure websites and websites requiring occasional changes. Includes up to 30 minutes of content, design or development work each month.

Business Care – £159 per month
For active business websites requiring regular support. Includes up to two hours of content, design or development work each month.

Growth Care – £299 per month
For ecommerce and frequently updated business websites. Includes up to five hours of content, design or development work each month.

Priority Care – £499 per month
For complex, revenue-critical or high-activity websites. Includes up to eight hours of content, design or development work each month.

ViralMESH is not VAT registered. No VAT is added to the prices shown.

What We Do

We maintain, monitor and optimise your website according to your selected plan. We will provide the services with reasonable care and skill, but no provider can guarantee uninterrupted availability, complete security or error-free third-party software.

Essential Care

Weekly WordPress core, plugin and theme updates
Daily off-site backups
Uptime monitoring
Security monitoring and malware scanning
Monthly website health check
Email support during business hours
Up to 30 minutes of content, design or development work each month

Business Care

Includes everything in Essential Care, plus:

Updates tested before deployment where appropriate
Priority support during business hours
Performance and database optimisation
Monthly automated SEO health report
Investigation of problems caused by routine updates
Up to two hours of content, design or development work each month

Growth Care

Includes everything in Business Care, plus:

WooCommerce or ecommerce system checks
Checkout, enquiry form and critical-function testing
Core Web Vitals and performance monitoring
Staging-site testing where an appropriate staging environment is available
Monthly technical recommendations
Enhanced priority support
Up to five hours of content, design or development work each month

Priority Care

Includes everything in Growth Care, plus:

More frequent testing of critical website functions
Priority incident response
A named point of contact
A monthly website review call
Out-of-hours monitoring and emergency escalation
Up to eight hours of content, design or development work each month

Allocated Monthly Hours

The time included with your plan may be used for customer-requested work, including:

Text, image and content changes
Page layout adjustments
Minor design changes
Product or service updates
Small technical changes
General website troubleshooting
Minor development work

Routine updates, backups, monitoring and standard security checks performed as part of your plan will not normally be deducted from your allocated hours.

Work is recorded in minimum increments of 15 minutes.

Allocated time does not roll over and expires at the end of each monthly billing period. Unused time has no cash value and cannot be transferred to another customer, website or account.

We will tell you when a request is likely to exceed your remaining allowance. Additional work will only be undertaken once you have approved the estimated cost.

Hourly Rates & Additional Work

Standard work without a maintenance plan: £35 per hour
Work exceeding a plan’s monthly allowance: £32 per hour
Approved out-of-hours emergency work: £52.50 per hour
Bank holiday or immediate critical-response work: £70 per hour

ViralMESH is not VAT registered, so no VAT is added to these rates.

The discounted £32 hourly rate only applies while your maintenance subscription is active and all payments are up to date.

Larger projects may be quoted separately. Where you accept a fixed quotation, the quoted price will apply instead of the hourly rate.

Support Hours

Our standard business hours are Monday to Friday, 9am to 5pm UK time, excluding public and bank holidays in England.

Support requests must be submitted through our approved contact form, support portal or email address.

Essential Care: target response within two business days
Business Care: target response within one business day
Growth Care: target response within four business hours
Priority Care: target response within two business hours

Response times are targets and not guaranteed resolution times. Resolution times depend on the cause and complexity of the problem and whether a third-party supplier is involved.

Priority Care includes out-of-hours monitoring and emergency escalation. It does not include unlimited out-of-hours work or a guaranteed 24-hour resolution service.

Emergency Support

An emergency is a serious problem that substantially affects the operation of the website, including:

The entire website being unavailable
A confirmed website security breach
A critical ecommerce checkout failure
A serious fault preventing most customers from using the website
A problem creating an immediate and significant risk to website data

Minor visual problems, routine changes, new development requests, search-ranking changes and non-critical page faults will not normally be treated as emergencies.

We will determine whether a request qualifies as an emergency based on its effect on the website.

Updates & Compatibility

We will use reasonable care when applying WordPress core, plugin and theme updates.

Updates can occasionally cause compatibility problems, errors or unexpected changes outside our control. We cannot guarantee that every third-party update will be error-free.

Where appropriate, an update may be tested, delayed or temporarily reversed if we believe immediate deployment could harm the website.

Business Care, Growth Care and Priority Care include reasonable investigation of problems directly caused by routine updates performed by us.

Essential Care does not include extensive repairs resulting from third-party update conflicts. This work will use the included allowance or be charged at the applicable hourly rate.

Backups & Restoration

We will maintain daily off-site backups where the website and hosting environment support them.

Backups are intended for disaster recovery and are not a substitute for you retaining copies of important business data.

Although we take reasonable precautions, no backup process can be guaranteed to operate without failure. We are not responsible for data that cannot be recovered because of corruption, third-party failure, unauthorised changes or circumstances beyond our reasonable control.

Restoring a website following a problem directly caused by maintenance work performed by us is included.

Restoration required because of customer actions, third-party actions, hosting failure, malware introduced outside our control or unrelated events may use your allocated time or be charged separately.

Security & Monitoring

We will use reasonable measures to monitor and protect supported websites. These measures may include malware scanning, uptime monitoring, security configuration and vulnerability checks.

No website or security service can be guaranteed to prevent every attack, infection, data breach or period of downtime.

You must notify us promptly if you become aware of suspicious activity, unauthorised access or a possible security incident.

Security incidents requiring substantial investigation, specialist recovery, regulatory assistance or a complete website rebuild are outside the normal plan scope and will be quoted separately.

Your Responsibilities

You agree to:

Provide timely access to your website, hosting, domain and relevant services
Maintain valid licences for premium plugins, themes and services unless we have agreed to provide them
Keep your contact and billing details up to date
Respond promptly when approval or information is required
Protect account credentials and use appropriate passwords
Tell us before another developer or supplier makes significant changes
Avoid installing or modifying plugins, themes or code without notifying us
Ensure supplied content is lawful and properly licensed
Maintain appropriate privacy policies, cookie notices and legally required website content

We are not responsible for delays caused by missing access, inaccurate information or delayed approval.

Work Outside the Plans

Unless expressly agreed in writing, maintenance plans do not include:

Complete website redesigns or rebuilds
New websites, shops or applications
Major custom features
Bespoke plugin or software development
Website or server migrations
Bulk product or content entry
Copywriting, photography or video production
Ongoing SEO campaigns or link building
Paid advertising or social media management
Accessibility audits or legal compliance certification
Premium plugin, theme, font, image or software licences
Domain names, website hosting or email hosting
Recovery from pre-existing malware or faults
Problems caused by unsupported or abandoned software
Regulatory, legal or data-protection advice

We can provide a separate estimate or quotation for work outside your plan.

Third-Party Services

Websites commonly depend on hosting companies, domain registrars, payment providers, email services, plugins, themes, APIs and other third-party services.

We are not responsible for the availability, performance, security, pricing or continued operation of third-party services.

Time spent investigating or communicating with a third-party supplier may use your monthly allowance or be charged at the applicable hourly rate where the problem was not caused by our work.

Fair Use

All maintenance plans are subject to reasonable and fair use. No plan includes unlimited content changes, development, repairs, meetings or emergency work.

We may decline, defer or quote separately for work that:

Is unusually large or complex
Presents a security or stability risk
Falls outside our service scope
Requires specialist third-party assistance
Would consume a disproportionate amount of support time
Could adversely affect other customers

Billing & Payments

Plans are billed monthly in advance on the agreed billing date.

Payment may be collected by card, Direct Debit or another agreed payment method.

If a plan starts or changes partway through a billing period, we may apply a proportionate charge for the remaining period.

If payment fails, we will notify you and may retry the payment. We may suspend maintenance, monitoring, updates and support while an invoice remains overdue.

Suspension for non-payment does not remove your responsibility to pay outstanding charges.

Approved additional work may be invoiced immediately or added to your next invoice.

Price Changes

We may change plan prices, hourly rates or included services by providing at least 30 days’ written notice.

If you do not accept a price change, you may cancel the service in accordance with the cancellation terms below.

Cancellation

Maintenance plans operate on a monthly rolling basis unless a different minimum term has been agreed in writing.

Either party may cancel the plan by providing 30 days’ written notice.

Cancellation requests must be sent by email or through our support system. The notice period begins when we receive the written request.

Services will continue during the paid notice period. Fees already paid are non-refundable except where required by law.

Any outstanding invoices and approved additional charges remain payable following cancellation.

Once the plan ends, we are no longer responsible for updates, backups, security monitoring, uptime monitoring or support.

Suspension or Termination

We may suspend or terminate the service if:

Payments remain overdue
You breach these terms
You use the service for unlawful or abusive purposes
Continuing the work would create a security, legal or reputational risk
You or another supplier repeatedly interferes with our maintenance work
You behave in a threatening, abusive or unreasonable manner towards our staff

Where reasonably possible, we will provide notice and an opportunity to resolve the issue.

No Guarantee of Results

We will provide the services with reasonable care and skill.

We do not guarantee uninterrupted availability, complete protection against cyberattacks, error-free third-party software, particular search-engine positions, specific traffic or sales results, resolution within a particular period or compatibility with obsolete systems.

Liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so.

To the fullest extent permitted by law, we will not be liable for indirect or consequential loss, including loss of profit, revenue, anticipated savings, business opportunities, goodwill or data.

We will not be liable for problems caused by third-party services, customer actions, unauthorised changes, expired licences, unsupported software, hosting failure, network failure, cyberattacks that could not reasonably have been prevented or events beyond our reasonable control.

Our total liability connected with a maintenance plan will not exceed the maintenance-plan fees paid by you during the three months immediately preceding the event giving rise to the claim.

Changes to These Terms

We may update these terms when our services, prices, legal obligations or business practices change.

Material changes affecting an active subscription will be communicated in writing. The latest version will be published on the ViralMESH website.

Governing Law

These terms are governed by the laws of England and Wales. The courts of England and Wales will have jurisdiction over disputes arising from these terms or the services, except where applicable consumer law provides otherwise.

Contacting Us

Contact form: https://viralmesh.co.uk/contact/
Support portal: Submit a support request