Maintenance Terms

Waystack maintenance is designed to help small businesses keep their websites clean, functional, current, and practical after launch.

Maintenance is not a substitute for a new project, major redesign, marketing campaign, advanced SEO engagement, custom development sprint, compliance audit, or unlimited support plan.

“Monthly edit time” means the included support time available during each paid billing cycle.

“Minor edits” means small changes to existing pages, existing layouts, existing content, or existing functionality that Waystack reasonably determines can fit within the included support allowance.

“Extra work” means work outside the included monthly support allowance or outside the scope of the applicable plan, proposal, invoice, or agreement.

“Business hours” means Waystack’s normal support availability, excluding holidays, emergencies, travel, illness, outages, and other periods when Waystack is unavailable, unless otherwise stated in writing.

“Client-owned assets” means assets the client owns or controls, such as the client’s domain, logo, photos, business accounts, original business content, and third-party accounts.

“Lease website” means a website provided under a lease plan where Waystack retains ownership of the website build unless a written agreement states otherwise.

“Rent-to-own website” means a website provided under a rent-to-own plan where ownership transfers only after all required payments are successfully completed and the account is in good standing.

Maintenance may be included with certain Waystack plans, including:

• Lease Website plans
• Rent-to-Own Website plans during the active payment term
• Custom plans where maintenance is included in writing
• Separate monthly support or maintenance agreements

If maintenance is not listed in the accepted proposal, invoice, plan, or agreement, it is not included by default.

Unless otherwise agreed in writing, Lease Website and Rent-to-Own Website plans include up to 1 hour per month of minor edits.

This included time is intended for small website updates that can reasonably be completed within the monthly support allowance.

Unused monthly edit time does not roll over.

Unused time has no cash value, cannot be credited toward future invoices, and cannot be accumulated for larger changes.

The monthly fee covers availability, hosting where included, support capacity, and ongoing service readiness, not only completed edit requests.

Minor edits may include:

• Small text updates
• Photo swaps
• Updating business hours
• Updating phone numbers, email addresses, or contact information
• Replacing a logo or simple image asset
• Small service description edits
• Small FAQ updates
• Adding or removing a short section of existing-style content
• Updating buttons or links
• Small navigation/footer updates
• Small formatting adjustments
• Replacing existing page content with client-provided content
• Small updates to existing metadata, page titles, or descriptions where reasonable

Minor edits are generally changes to existing pages, existing layouts, and existing functionality.

Waystack determines in good faith whether a request qualifies as a minor edit.

Monthly maintenance does not include:

• Major redesigns
• New website designs
• New custom sections requiring new design direction
• New pages beyond the included page limit
• New landing pages
• Custom web app functionality
• Advanced animations
• Complex forms
• Client portals
• User login systems
• Ecommerce setup
• Payment processing setup
• CRM setup
• Booking system setup
• Automations
• AI workflows
• Advanced integrations
• Advanced SEO campaigns
• Paid advertising setup or management
• Full copywriting services
• Brand strategy
• Logo design
• Graphic design packages
• Photo editing or image retouching
• Video editing
• Blog writing
• Social media management
• Email marketing management
• Newsletter management
• Legal compliance review
• Accessibility audits
• ADA compliance audits
• Privacy compliance audits
• Cookie compliance setup
• Emergency support unless separately agreed
• Fixing issues caused by third-party platforms, plugins, tools, outside providers, or client changes

Work outside the included maintenance scope may be quoted and billed separately.

Requests outside the included monthly support allowance may be billed separately.

Extra work may include additional edits, larger updates, new sections, new pages, feature work, integrations, troubleshooting, consulting, rushed requests, strategy, compliance-related updates, or custom development.

Extra work may be billed hourly, by fixed quote, by project, or by a separately agreed support package.

Waystack will make reasonable efforts to confirm and receive approval before starting extra billable work. However, urgent troubleshooting, security-related work, outage investigation, or time-sensitive fixes may be started before formal approval when Waystack reasonably believes prompt action is needed to protect the website, client, or service.

Maintenance requests should be sent by email or through another communication method approved by Waystack.

A good maintenance request should include:

• The page or URL to update
• The exact text, photo, file, or change requested
• Any links, files, or screenshots needed
• The desired deadline
• Any relevant context or priority

Waystack may ask for clarification before starting work.

Delays in receiving content, access, approval, or clarification may delay completion.

Waystack will make reasonable efforts to complete minor maintenance requests in a timely manner.

Typical minor edits may be completed within a few business days, depending on workload, request complexity, client responsiveness, and whether all required materials were provided.

Waystack does not guarantee same-day turnaround unless agreed in writing.

Requests that are urgent, complex, unclear, or outside the monthly maintenance scope may require additional time or a separate quote.

Standard support is handled during normal business hours.

Waystack does not guarantee evening, weekend, holiday, or emergency availability unless a separate agreement includes that level of support.

Messages may be received outside business hours, but response and work times are not guaranteed outside normal availability.

Emergency requests are not included by default.

Examples of emergency requests may include:

• Website outage investigation
• DNS problems
• Broken forms
• Broken pages
• Security concerns
• Launch-critical fixes
• Time-sensitive business updates
• Third-party platform failures

Emergency work may be billed separately and may be subject to availability.

Waystack will make reasonable efforts to help with urgent issues, but cannot guarantee immediate availability unless a separate emergency support agreement exists.

The client is responsible for providing accurate, complete, and timely information needed to complete maintenance work.

The client is responsible for:

• Providing requested content
• Providing images, copy, or files in usable form
• Reviewing updates
• Reporting issues clearly
• Maintaining access to their domain and business accounts
• Paying invoices on time
• Keeping third-party accounts active
• Ensuring submitted content is legally usable
• Maintaining secure access to client-owned accounts
• Notifying Waystack of relevant business, domain, hosting, platform, or account changes

Waystack is not responsible for delays caused by missing content, unclear instructions, delayed approvals, expired accounts, unpaid third-party services, inaccessible platforms, or unavailable decision-makers.

The client is responsible for ensuring they have the right to use all content submitted to Waystack.

This includes text, photos, graphics, logos, icons, videos, documents, trademarks, customer reviews, testimonials, and other materials.

Waystack is not responsible for copyright, trademark, licensing, privacy, advertising, or compliance issues caused by client-provided content.

Waystack may refuse to publish content that appears unlawful, infringing, misleading, harmful, discriminatory, inappropriate, unsafe, or outside the scope of the website.

Clients should not send passwords, payment card numbers, health information, legal documents, confidential customer data, government identification, private personal information, or other sensitive information through normal website forms, email, project notes, or unsecured channels unless Waystack specifically requests it through an approved method.

Waystack is not responsible for risks created by the client sending sensitive information through insecure or unapproved channels.

If a project requires handling sensitive data, regulated data, user accounts, payments, medical information, financial information, or other higher-risk data, that work must be scoped separately in writing.

Unless specifically agreed in writing, maintenance does not include legal compliance review, accessibility compliance audits, ADA compliance work, privacy compliance, cookie compliance, industry-specific compliance, HIPAA compliance, PCI compliance, financial compliance, medical compliance, or other regulatory review.

Waystack may make reasonable technical or content updates related to compliance when requested and agreed in writing, but the client is responsible for determining their legal obligations and obtaining legal, compliance, or accessibility advice where needed.

Waystack does not provide legal advice.

Unless agreed in writing, maintenance does not include email marketing compliance, newsletter management, unsubscribe management, commercial email compliance, SMS compliance, or marketing automation compliance.

If the client requests newsletters, automated marketing emails, promotional emails, SMS messages, CRM campaigns, or similar campaigns, the client is responsible for providing accurate sender information, required business contact information, unsubscribe language, mailing address information, consent records where required, and legally compliant content.

Waystack is not responsible for penalties, disputes, deliverability issues, spam complaints, unsubscribe failures, or compliance issues caused by the client’s marketing content, contact lists, CRM data, or campaign practices.

Certain Waystack plans include hosting and SSL while the plan is active and paid.

Hosting and SSL are provided through third-party infrastructure and platform providers.

Waystack will make reasonable efforts to keep hosted websites available and secure, but does not guarantee uninterrupted uptime, error-free performance, or protection from all outages, attacks, DNS issues, platform failures, or third-party disruptions.

Any uptime, support, or service-level commitments from third-party providers apply only to the extent available under the applicable third-party plan and do not create a separate uptime guarantee from Waystack unless expressly agreed in writing.

If a client cancels, fails to pay, or violates the applicable agreement, hosting and SSL may be suspended, disabled, or discontinued.

For Lease Website plans, Waystack owns the website build and provides hosting while the lease remains active and in good standing.

If the lease is canceled or payment is not made, Waystack may take the website offline, disable access, remove hosting, or stop maintenance.

Lease payments do not create ownership rights unless a separate written agreement says otherwise.

The client retains ownership of client-owned assets, including their domain, logo, photos, business accounts, original business content, and materials they provide, subject to any third-party rights or licenses.

For Rent-to-Own plans, Waystack provides hosting and SSL during the active payment term unless otherwise agreed in writing.

Ownership transfers only after all required payments are completed and the account is in good standing.

After ownership transfers, hosting and maintenance may continue only if the client enters into a separate hosting, maintenance, or support arrangement.

If no ongoing support arrangement is created after ownership transfer, Waystack may provide files or transfer assistance as agreed, but ongoing hosting and support are not included indefinitely.

Custom websites, web apps, portals, integrations, automations, and AI workflows may require separate maintenance terms.

Unless maintenance is included in the accepted proposal or agreement, custom project maintenance is not included by default.

Custom maintenance may be quoted based on complexity, platform, infrastructure, support needs, integrations, risk, third-party dependencies, and expected response requirements.

Websites may depend on third-party services such as:

• Domain registrars
• DNS providers
• Hosting platforms
• Email providers
• Form backends
• Analytics tools
• CRMs
• Booking tools
• Payment processors
• Social platforms
• Automation tools
• AI tools
• APIs
• Libraries
• Plugins
• Software subscriptions

Waystack does not control third-party services and is not responsible for third-party outages, pricing changes, feature changes, account suspensions, security incidents, API changes, policy changes, discontinued services, or service limitations.

The client is responsible for third-party fees unless otherwise agreed in writing.

If a third-party service changes, breaks, becomes unavailable, increases pricing, or discontinues a feature, additional work to adjust, replace, migrate, or troubleshoot that service may be billed separately.

Waystack may maintain project files, deployment history, code repositories, or backups depending on the project setup.

However, backup availability is not guaranteed unless a specific backup service is included in the client’s agreement.

Waystack is not responsible for permanent data loss caused by third-party failures, client actions, expired accounts, unpaid services, deleted content, unauthorized access, or events outside Waystack’s reasonable control.

For projects with important data, forms, portals, ecommerce, or user-generated content, a separate backup and recovery plan should be created.

Waystack will make reasonable efforts to follow good security practices for websites it builds and maintains.

Security measures may include use of reputable platforms, HTTPS/SSL, limited access, platform-level protections, reasonable account practices, and avoiding unnecessary plugins or dependencies.

However, no website or online service can be guaranteed completely secure.

The client is responsible for keeping business accounts, passwords, domain accounts, email accounts, and third-party services secure.

Waystack is not responsible for security issues caused by weak client passwords, shared credentials, client account compromise, third-party breaches, unauthorized client changes, phishing, malware on client devices, or platforms outside Waystack’s control.

Waystack may set up contact forms or inquiry forms where included in the plan.

Form delivery may depend on third-party email providers, form services, DNS records, spam filters, and recipient inbox settings.

Waystack does not guarantee that every form submission or email notification will be delivered successfully.

Clients should periodically test important forms and report issues promptly.

For business-critical forms, Waystack may recommend a form backend, CRM, database, or other logging system to reduce the risk of missed inquiries.

Basic website maintenance does not include ongoing SEO campaigns.

Included maintenance may cover small updates to existing titles, descriptions, content, or technical settings when reasonable.

Ongoing SEO strategy, keyword research, content creation, backlink work, local SEO campaigns, analytics reporting, competitor research, or ranking improvement work requires a separate agreement.

Waystack does not guarantee search rankings, traffic, leads, conversions, or business results.

Waystack will make reasonable efforts to build and maintain clean, fast, mobile-friendly websites.

Performance may be affected by third-party tools, large images, embedded scripts, videos, tracking tools, external platforms, user devices, networks, and browser behavior.

Performance optimization beyond normal maintenance may be quoted separately.

Waystack aims to support modern, commonly used browsers and devices.

Older browsers, unsupported devices, outdated operating systems, unusual browser settings, or third-party embedded tools may not display perfectly.

Compatibility fixes outside normal modern browser support may require additional work and may be billed separately.

If the client or another provider modifies the website, DNS, hosting, code, design, content, third-party accounts, integrations, or settings, Waystack is not responsible for issues caused by those changes.

Fixing issues caused by client edits, third-party edits, unauthorized access, broken integrations, or outside providers may be billed separately.

Waystack may need access to accounts, platforms, DNS, domains, hosting, CMS tools, analytics, CRMs, form tools, or other systems to complete maintenance.

The client is responsible for providing needed access in a timely and secure way.

Waystack may refuse to work in accounts or systems where access is incomplete, insecure, unauthorized, or creates unreasonable risk.

The client should not send passwords through insecure channels unless Waystack specifically approves the method.

Waystack may pause maintenance if:

• Payment is late
• Required access is unavailable
• The client is unresponsive
• Requested work is outside the plan
• The website or account presents security concerns
• The client violates the applicable agreement
• A third-party service issue prevents work
• The project requires a separate quote before proceeding
• The client requests work that Waystack reasonably believes is unlawful, misleading, unsafe, or inappropriate

Maintenance may resume once the issue is resolved.

Maintenance, hosting, and support depend on timely payment.

If payment is late, failed, disputed, reversed, or unpaid, Waystack may pause support, delay edits, suspend hosting, take a lease website offline, or stop work until the account is current.

Waystack is not responsible for downtime, delays, missed updates, missed leads, business interruption, or other consequences caused by unpaid invoices or failed payments.

Clients may cancel maintenance according to the applicable plan, invoice, or agreement.

For Lease Website plans, cancellation may result in the website going offline because the lease website remains owned by Waystack.

For Rent-to-Own plans, cancellation before all required payments are completed means ownership does not transfer unless Waystack agrees in writing to a separate transfer or buyout.

For standalone maintenance plans, cancellation ends ongoing support, hosting, updates, and monitoring unless otherwise agreed in writing.

Cancellation does not remove responsibility for unpaid invoices, approved extra work, third-party fees, or amounts already due.

Monthly maintenance and support fees are generally non-refundable once the service period begins.

No refund or credit is provided for unused monthly edit time.

No refund is provided for months where the client did not submit edit requests.

The monthly fee covers availability, hosting where included, support capacity, and ongoing service readiness, not only completed edit requests.

If a client-owned website needs to be transferred away from Waystack, Waystack may provide reasonable transfer assistance if the account is in good standing.

Transfer assistance may be billed separately unless included in the agreement.

Waystack is not responsible for third-party platform limitations, registrar delays, DNS propagation, hosting restrictions, broken third-party services, data loss, downtime, or issues caused after transfer.

Lease websites are not transferable unless Waystack agrees in writing.

Rent-to-Own websites are transferable only after all required payments have been completed and ownership has transferred.

Waystack will make reasonable efforts to provide reliable maintenance and support, but does not guarantee uninterrupted service, immediate response, continuous availability, or error-free operation.

Maintenance may be affected by workload, illness, emergencies, holidays, internet outages, platform outages, third-party service problems, travel, or circumstances outside Waystack’s reasonable control.

Waystack may help maintain websites, improve presentation, support usability, and keep website content current.

However, Waystack does not guarantee leads, sales, revenue, rankings, traffic, conversions, customer inquiries, customer retention, advertising performance, search engine visibility, or any specific business result.

To the fullest extent permitted by law, Waystack is not liable for indirect, incidental, consequential, special, exemplary, or punitive damages related to maintenance, hosting, edits, support, downtime, missed leads, lost revenue, lost profits, business interruption, data loss, security incidents, email deliverability issues, form failures, search ranking changes, or third-party failures.

To the fullest extent permitted by law, Waystack’s total liability for maintenance-related claims will not exceed the amount paid by the client for maintenance services during the three months before the claim arose.

Some jurisdictions do not allow certain limitations of liability. In those cases, the limitation applies to the fullest extent permitted by law.

Waystack may update these Maintenance Terms from time to time.

When updates are made, the “Last Updated” date will be revised.

Updated Maintenance Terms apply to future use of the website and future service periods unless a written agreement says otherwise.

If a client has a signed agreement with different terms, the signed agreement controls for that client or project.

If you have questions about these Maintenance Terms, contact Waystack at: