The short version
We keep your data for 30 days after your account is suspended or closed. After that date it is permanently deleted and cannot be recovered by us or by anyone else.
You can download a complete copy of everything at any time, from your panel, without asking us. If your account is heading for closure we will tell you the exact deletion date, in writing, more than once.
1. While your account is active
We take automatic backups of your websites, your databases and your mailboxes. How far back those backups reach depends on your plan.
| Plan | Backup history retained |
|---|---|
| Starter | 7 days |
| Pro | 14 days |
| Premium | 30 days |
| Platinum | 30 days, plus backups you take on demand |
You can restore from any of these yourself, and you can download any of them yourself. You never need our permission and you never need to open a support ticket to get your own data.
2. If your account is suspended for non-payment
If a payment fails, we will contact you repeatedly before anything is switched off, and we will tell you the exact date your sites will be taken offline before it happens.
If the account is then suspended, your websites stop serving to the public, but your data is not deleted. Everything remains exactly as you left it, and paying the outstanding balance restores it in full within minutes.
The 30 day clock starts on the day your account is suspended.
On that date plus 30 days, all of your data on our systems is permanently and irreversibly deleted. This includes your website files, your databases, your mailboxes and every backup we hold of them. After that date we cannot recover it. Not for a fee, not on request, not at all. There is no copy held anywhere else.
3. What we do before we delete anything
We do not delete a customer's data quietly. Before the deletion date you will receive:
- Written notice at the point of suspension, stating the deletion date.
- Further reminders during the suspension period, each restating that date.
- A final message containing a complete export of everything we hold for you, with direct download links, and the deletion date stated plainly.
We send these to the email address registered on your account. It is your responsibility to keep that address current and to make sure mail from us can reach you.
4. Your responsibility
We will make your data available to you, and we will tell you clearly and repeatedly when it is going to be deleted. What we cannot do is download it for you.
If you do not retrieve your data before the deletion date, it is gone, and we are not liable for that loss. Please save a copy somewhere safe, even if you are confident you will not need it.
5. If you close your account yourself
The same 30 day period applies, running from the date of closure. You keep full access to your backups and downloads throughout that window, so you can take everything with you.
6. Deletion is real deletion
When the retention period ends, data is removed from our live systems and from our backup systems. We do not retain a hidden archive of former customer data, and we do not sell, mine or transfer it.
We may retain a minimal billing record where the law requires us to, such as invoices for tax purposes. That record contains no website content, no database content and no email content.
7. Getting your data, right now
You do not need to wait for any of this. Sign in to your panel and download a full backup whenever you like. It is the same archive we would send you if you left.
8. Questions
If anything here is unclear, or you need help retrieving something, write to [email protected]. If your data is close to a deletion date and you are struggling, tell us and we will help you get it out.