1. Included backups
Current hosting plans include daily offsite backups supplied through our UK hosting infrastructure provider. These backups are intended to assist recovery from ordinary data loss or platform incidents.
Unless a specific retention period is displayed in the client area or agreed in writing, no fixed number of restore points or minimum retention period is promised.
2. Customer responsibility
Backups are not a substitute for your own backup strategy. You must maintain current, independently stored copies of important website files, databases, configuration and email.
An independent backup should not be stored inside the same hosting account. Backup and archive files stored within the hosting account may be removed when more than seven days old.
3. Restore requests
Submit restore requests through the client-area support system. State the affected account, data required, approximate restore date and reason.
We will use reasonable efforts to restore an available suitable backup. A restore may overwrite newer data. We may require confirmation before proceeding.
We do not guarantee that:
- every backup job will complete successfully;
- every file, database or mailbox will be included;
- a requested historical restore point will exist;
- an application will function after restoration; or
- restoration will complete within a particular time.
If unusually complex or repeated restoration work may be chargeable, we will tell you before performing chargeable work.
4. Exclusions
Backups may be unavailable or incomplete because of corruption, account compromise, excluded files, excessive data, customer configuration, upstream failure or events outside reasonable control.
Accounts suspended for abuse or security reasons may not be restored until the underlying issue is resolved.
5. Termination and deletion
When a service ends, live hosted data may be deleted. Residual backup copies expire through normal rotation and cannot be relied upon for post-termination recovery.
Customers must export required data before cancellation or termination. We may retain billing and account records where legally required, but those records are not copies of hosted website or mailbox content.