Master Service Agreement

This Master Service Agreement (the Agreement) is between WP Lifeline and the individual or business named on the associated invoice or onboarding documentation (the Client). By purchasing a Care Plan, approving a Work Request, or otherwise engaging WP Lifeline, the Client agrees to this Agreement.

1. Services

WP Lifeline provides WordPress hosting, maintenance, support, and related services as described in the Client’s Care Plan. The specific services, plan tier, pricing, and entitlements for each Client are defined in Schedule A: Plan Schedule, which forms part of this Agreement. WP Lifeline classifies all Client requests as one of the following:

• Included Support — troubleshooting and corrective actions for technical issues directly related to services included in the Client’s Care Plan. Non-billable.
• Included Task — a single, clearly defined technical task completed within 15 minutes, subject to the monthly allowance in Schedule A. Non-billable within allowance.
• Work Request — any request outside Included Support or outside Included Task limits. Billable.

WP Lifeline will confirm the classification of any request before beginning billable work.

2. Work Requests and billable work

All billable Work Requests are performed under a Support Retainer — a prepaid dollar balance used for any work outside the Client’s included plan entitlements. Minimum top-up: $200 USD / $250 CAD. Time is tracked and billed in 15-minute increments. WP Lifeline will confirm estimated time and cost before beginning any billable work and will not proceed without Client approval. Hourly rates apply in the following order of priority:

1. Documented custom rates — rates specified in the Client’s account notes or written addendum take precedence over all other rates.
2. Standard rate — all other work is billed at the current published rate of $100 USD / $135 CAD per hour.

After-hours rate: 1.5x the applicable hourly rate, with a minimum charge of 1 hour. After-hours work is by prior arrangement only.

3. Approved Expenses

If WP Lifeline purchases third-party products or services on the Client’s behalf (for example plugin licenses or paid subscriptions), these are Approved Expenses and are invoiced separately. Approved Expenses are generally non-refundable once purchased, subject to vendor terms.

4. Fees, invoicing, and payment

Invoices for Care Plans are issued monthly or annually, due upon receipt, and payable by credit card (via Stripe) or PayPal. Care Plans require a valid payment method on file for automatic billing. The Client is responsible for maintaining current payment information. Applicable taxes are added to invoices where required. Late payments:

• Invoices more than 21 days overdue may be subject to a late fee of $20 per invoice.
• Invoices more than 30 days overdue may result in service suspension.
• Invoices unpaid after 60 days may result in termination of services.

If the Client believes they were billed in error, they must contact support@wplifeline.com within 48 hours of the charge.

5. Cancellation and refunds

The Client may cancel their Care Plan at any time, without penalty. Cancellation takes effect at the end of the current paid billing period. Care Plan fees are not refundable and not prorated for partial months or billing periods. SEO Plan cancellation requires at least 15 days notice prior to the next billing period as we do work ahead to plan content and run audits. Support Retainer balances are non-refundable and do not expire.

6. Reactivation

If services are suspended or terminated for non-payment, reactivation requires payment of all outstanding balances and a reactivation fee of $42.50 USD / $60 CAD unless waived in writing.

7. Paid add-ons

The following optional charges may apply:

• Additional storage — $10 per 10 GB beyond the included 10 GB per site.
• Domain renewals (existing clients only) — for domains currently registered through WP Lifeline, $29 USD per domain for renewals in 2026 and $75 USD per domain per year from 2027, which includes a management fee. See the Domain Name Management Policy.

8. Support

Support requests must be submitted to support@wplifeline.com or through the Client portal if provided. Standard support hours are Monday to Friday, 9:00 AM to 5:00 PM Eastern Time. WP Lifeline is closed on weekends and statutory holidays. Acknowledgement timelines:

• Urgent requests (site down, transactions failing, admin access blocked): acknowledged within 1 hour during support hours. Include “URGENT” in the subject line.
• All other requests: acknowledged within 4 business hours during support hours.

Acknowledgement is not the same as completion. Resolution time depends on the nature and complexity of the work. Requests submitted outside support hours are handled on a best-effort basis with no guaranteed response time, with the exception of emergency or urgent (site down) requests, which are monitored.

9. Client responsibilities

The Client agrees to:

• Provide timely access, credentials, approvals, and information required to perform services.
• Provide DNS access before a launch or migration, preferably delegate access through their registrar, or add the launch records themselves, as described in the DNS Management Policy.
• Remain responsible for their DNS records, including email and verification records, and for the accuracy of any records or values that they or their vendors supply.
• Maintain valid licenses for premium plugins and themes not provisioned by WP Lifeline.
• Maintain their own third-party accounts and vendor subscriptions unless otherwise agreed in writing.
• Provide final, approved content and confirm they hold appropriate rights to any text, images, or media supplied to WP Lifeline.
• Maintain independent backups of their content and data unless backups are explicitly included in their plan.

Delays in providing access or approvals may delay completion.

10. Third-party services

Many services depend on third-party providers (registrars, DNS providers, email platforms, SaaS tools). WP Lifeline does not control these services and is not responsible for their availability or performance. Assistance with third-party platforms is not included in Care Plans and is treated as a Work Request, except for DNS. DNS changes are limited to the launch and migration records described in WP Lifeline’s DNS Management Policy, which forms part of this Agreement. Other DNS work is not offered, whether under a Care Plan or as a Work Request. WP Lifeline is not responsible for email delivery problems or service interruptions caused by DNS records it did not add, or by records or values supplied by the Client or a third party.

11. Legacy services

Effective January 11, 2026, WP Lifeline no longer offers domain registration or email hosting for new clients. Existing domains registered through WP Lifeline remain in WP Lifeline’s account, and are renewed and managed under the Domain Name Management Policy until the Client asks for them to be released to the Client’s own registrar. Transfer assistance is provided at no charge. Existing email hosting clients may continue under legacy terms with storage limited to 20 GB per account. WP Lifeline reserves the right to require email migration with reasonable notice if the service becomes unsustainable.

12. Multi-site pricing

Clients maintaining two or more sites under active Care Plans receive a 20% discount on the second site and all subsequent sites. The most expensive plan is always billed at the standard published rate. All other sites receive the 20% discount. The discount adjusts automatically if plan levels change. Full pricing examples are provided in Schedule A.

13. Intellectual property

WP Lifeline retains all rights to its tools, templates, processes, and proprietary materials. Upon full payment, the Client owns the rights to specific deliverables created for them, excluding third-party components and WP Lifeline proprietary materials.

14. Disclaimer of warranties

WP Lifeline services are provided on an “as is” and “as available” basis. WP Lifeline does not warrant that services will be uninterrupted, error-free, or that any particular business outcome will be achieved.

15. Limitation of liability

WP Lifeline is not liable for indirect, incidental, special, consequential, or punitive damages, or for loss of profits, revenue, data, or business opportunities. WP Lifeline’s total liability for any claim arising from services will not exceed the total fees paid by the Client for the affected services in the three months preceding the claim. Nothing in this Agreement limits liability that cannot be limited under applicable law.

16. Indemnification

The Client agrees to indemnify and hold WP Lifeline harmless from claims arising from content provided without proper rights or releases, or from the Client’s breach of this Agreement.

17. Dispute resolution

Before starting a formal proceeding, both parties agree to attempt resolution through good-faith negotiation. If negotiation does not resolve the dispute within 30 days, either party may request mediation in Ontario, Canada. If mediation fails, either party may commence proceedings in the courts of Ontario. Either party may seek urgent injunctive relief at any time to prevent immediate harm.

18. Independent contractor

WP Lifeline provides services as an independent contractor. Nothing in this Agreement creates an employer-employee, joint venture, or partnership relationship. WP Lifeline may engage subcontractors and remains responsible for their work.

19. Assignment

The Client may not assign or transfer this Agreement without WP Lifeline’s prior written consent. WP Lifeline may assign this Agreement in connection with a merger, acquisition, or sale of assets.

20. Communications

Official communications from WP Lifeline will be sent from support@wplifeline.com or another official WP Lifeline domain.

21. Changes to this Agreement

WP Lifeline may update this Agreement, the DNS Management Policy, the Domain Name Management Policy and the AI Tools and Website Changes Policy periodically. The current versions are always available on our website. Continued use of services or payment of an invoice after the effective date of an update constitutes acceptance of the updated terms.

22. Governing law

This Agreement is governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein.

23. Entire agreement

This Agreement, together with Schedule A, the DNS Management Policy, the Domain Name Management Policy, the AI Tools and Website Changes Policy, and any written addenda or statements of work, constitutes the entire agreement between the Client and WP Lifeline and supersedes all prior communications regarding the services.

24. Severability

If any provision of this Agreement is found unenforceable, the remaining provisions continue in full force.

Schedule A: Plan Schedule

The Client’s plan tier, pricing, and entitlements are established at the time of registration and form part of this Agreement. These terms may be amended at any time by written email agreement between the Client and WP Lifeline. Amendments are reflected in WP Lifeline’s client records and supersede any conflicting prior terms for that Client. In the event of a conflict between this Agreement and the Client’s registered plan terms, this Agreement governs on contractual and billing matters; the registered plan terms govern on entitlements and allowances.