Website Maintenance Agreement

Last updated: 21 October 2026

This Website Maintenance Agreement (the "Agreement") applies when you subscribe to one of our Website Maintenance plans. At checkout you are asked to tick "I accept the Website Maintenance Agreement", and the Agreement starts on the date of your first payment (the "Start Date"). A plan needs an account on almouallem.com: log in at checkout, or one is created from your billing email. It works alongside our Terms & Conditions; where the two differ, this Agreement wins for your maintenance plan.

1. The parties

• Al Mouallem Corporations, an IT consulting company based in the United Arab Emirates and registered there for VAT ("we", "us", "our").
• The client named on the order ("you"). If you subscribe on behalf of a company, you confirm that you are allowed to accept this Agreement for it, and the company is bound by it.

2. The plans

Each plan gives you a number of hours of work each calendar month (your "monthly hours") and a response time.

Prices are in US dollars and exclude VAT (see section 6). Your plan is shown on your order and invoices.

3. What every plan includes

These tasks are covered by your monthly fee. Hands-on work is counted against your monthly hours.

• Updates and upkeep: WordPress core, plugin and theme updates, a weekly check that backups are running, and uptime monitoring.
• Spam protection: setting up and monitoring Cloudflare Turnstile or Google reCAPTCHA on your forms.
• Content maintenance: updates to existing text, image replacements, product and price changes, and formatting and publishing blog posts, portfolio pieces or case studies that you supply.

The Growth and Priority plans also include:

• Forms and integrations: changes to contact-form fields, fixing form delivery problems, and keeping existing connections to your CRM or email-marketing tool working.
• Users and access: standard user registration, client-portal access, and user roles and permissions.

The Priority plan also includes a monthly report of the work done and the hours used, a place at the front of our queue, and the reduced emergency rate in section 5.

4. What is not included (one-off projects)

The following change the structure, design or architecture of your website. They are not part of any plan and are quoted separately:

• Layout and structural changes: redesigns of existing pages, new custom section templates, or changes to site-wide styling.
• New pages: designing and launching landing pages, service pages or promotional pages that did not exist on the Start Date.
• Advanced systems: custom payment gateways, membership or subscription systems, custom client portals, multi-tenant sign-in, and complex third-party API integrations.

For these we send a fixed-price or hourly quote and a schedule for your approval before any work starts (see section 7). Third-party licences, premium plugins, hosting and domain fees are not included in any plan and remain your cost, unless we agree otherwise in writing.

5. Hours, extra work and emergencies

• Monthly hours are counted in 15-minute steps. Unused hours do not carry over to the next month and are not refunded.
• Extra hours: if a request needs more time than you have left in the month, we tell you first. You can wait for next month's hours, or approve the extra time at $95 per hour, paid in advance.
• Emergencies: urgent repairs to a site that is down or badly broken because of changes made by you or someone acting for you are charged at $150 per hour ($120 per hour on the Priority plan), in 1-hour steps. We confirm the rate and an estimate with you by email before we start.
• Problems caused by our own work are fixed at no charge and do not use your hours.

6. Price, VAT and payment

• Your plan is paid monthly in advance. The first month is paid at checkout. For each following month we send an invoice with a PayPal payment link about 7 days before the month starts; it is due on the first day of that month.
• UAE VAT at 5% is added for UAE billing addresses, and other taxes are added where the law requires. You receive a tax invoice for each payment.
• Late payment: if an invoice is more than 7 days overdue, we pause your plan and add a one-time late fee of 15% of that invoice. The plan restarts once the invoice and the fee are paid. Paused days are not added back to your month.
• One-off projects (section 4) are paid 100% in advance before work starts. For large projects with a longer schedule, we may agree in the quote to invoice by milestone with payment due 30 days after each invoice. An invoice still unpaid on day 31 gets a one-time late fee of 15%, and work on that project pauses until it is paid.
• We may change plan prices by giving you at least 30 days' notice by email. The new price applies from the first month after the notice ends, and you can cancel before then under section 9.

7. Requests and response times

• Send requests by email to [email protected] or through the Client Portal, with the page, what should change and any text or images needed.
• We acknowledge every request within 24 business hours. Business hours are Monday to Friday, 9:00 to 18:00 (GMT+4), excluding UAE public holidays.
• Standard requests are delivered within the time shown for your plan in section 2, counted from our acknowledgement. Bigger requests may take longer; we tell you the expected date when we acknowledge them.
• Complex work (section 4) does not follow these times. We review it and send a dedicated schedule for your approval first.

8. What we need from you

• Administrator access to the website and, where needed, to hosting, DNS and connected services, kept current.
• Content, images and decisions in good time. Delays on your side can move delivery dates.
• Telling us before you, or anyone else, make changes to the website, so we can avoid conflicts.
• Keeping your own copy of important content. We check that backups run, but restoring a backup is work counted against your hours unless the problem was caused by us.

9. Changing plan and cancelling

• Upgrading takes effect at once: you pay the difference for the current month and get the extra hours straight away. Downgrading takes effect from the 1st of the next month, with nothing to pay at the time. You can do both in My Account → Maintenance plan.
• Either side can end the plan by giving 30 days' written notice (email, or the button in My Account → Maintenance plan, is fine). Your plan continues and is billed as normal during the notice period.
• Before the notice period ends, please send or finish any requests you still need. Once it ends, we are not responsible for completing requests that are pending, unfinished or not yet approved, and unused hours lapse.
• We may also end the plan straight away if an invoice stays unpaid for more than 30 days or if the website is used for unlawful activity.
• When the plan ends, we hand back or remove our access as you prefer and give you any credentials we created for you.

10. Ownership

• You keep all rights in the text, images, designs, trademarks and other material you give us.
• Once all invoices are paid, you own the custom code, designs and settings we create specifically for your website.
• We keep the rights to our own pre-existing tools, code libraries, methods and developer licences. You can keep using any of them that are part of your website.

11. Confidentiality and data

We keep your business information and your website's data confidential and use them only to provide the plan. When we can access personal data held on your website (for example customer or user records), we handle it only on your instructions and limit access to the people who need it. We can sign a data processing agreement on request. Our Privacy Policy explains how we handle the personal data you give us as a client.

12. Liability

• We carry out the work with reasonable skill and care, in line with good industry practice.
• We are not liable for indirect or consequential losses, such as lost profits, lost business or website downtime, or for problems caused by your hosting provider, third-party plugins or services, or changes made by others.
• Our total liability under this Agreement is limited to the fees you paid us under it in the 3 months before the claim.
• Nothing in this Agreement limits liability that cannot be limited by law.
• You agree to cover us against third-party claims arising from unlawful activity on your website or from material you supplied that you did not have the right to use.

13. Law and disputes

This Agreement is governed by the laws of the United Arab Emirates. We will always try to settle a disagreement with you directly first. If we cannot, the competent courts of the United Arab Emirates will decide it.

14. General

• Emails count as written notice. Our address for notices is [email protected].
• If a court finds part of this Agreement invalid, the rest stays in force.
• This Agreement, the Terms & Conditions and any approved quote are the whole agreement for your plan. Changes to this Agreement apply to you from your next month, after at least 30 days' notice.
• This Agreement is written in English. If we provide a translation, the English version prevails.