Uptime
While no hosting environment can guarantee uninterrupted service, we take reasonable steps to maintain reliable service availability. If your site becomes unavailable due to server-related issues, our technical team will work to restore service as soon as reasonably possible.
Ongoing Technical Support
Our Managed Hosting plan includes reasonable technical support relating to hosting and standard website functionality. We are happy to provide guidance and answer questions within the scope of the hosting service. Implementation work, development changes, troubleshooting beyond standard hosting support, or tasks requiring significant time may incur additional charges. Where reasonably practicable, we will notify you in advance; however, we may proceed with necessary work to maintain service stability, security, or performance, and time spent may be billed accordingly at our standard rates. We aim to respond to client queries within 24 to 48 hours during normal business hours. Response and resolution times are not guaranteed and may vary depending on workload, complexity, required research, or involvement of third-party providers. While clients may indicate urgency, prioritisation of tasks remains at our discretion.
Backups and Security
Our Managed Hosting plan includes regular full website and database backups, stored remotely with a rolling two-week archive. In the event of website disruption, we will restore the site from the most recent available backup. While we take reasonable steps to maintain backups and security measures, we cannot guarantee that data will never be lost or that a website will never be compromised. Clients remain responsible for maintaining independent copies of critical data where necessary. We are not liable for any loss, damages, or costs arising from server issues, backup failure, hacks, malware, cyberattacks, or other security incidents.
Dashboard Access
You will have access to manage your website content. High-level administrative permissions are restricted to maintain platform stability and security. Where elevated access is requested, we may provide it on a case-by-case basis. Clients are fully responsible for any actions taken using elevated access. Any disruptions, configuration issues, or technical faults arising from administrative actions may incur diagnostic or restoration fees.
FTP and cPanel Access
Direct FTP or cPanel access is not provided for individual websites due to network security requirements. We may coordinate with developers or other professionals where appropriate, provided all actions comply with our network security parameters.
Software Updates
We endeavour to keep core software, themes, and plugins reasonably up to date and will implement updates as soon as practicable. In some cases, updates may cause compatibility issues or conflicts with third-party software. We are not liable for issues, incompatibilities, downtime, data loss, functionality failures, or security vulnerabilities arising from third-party software, software updates, legacy code, unsupported plugins, theme conflicts, external integrations, or software changes beyond our reasonable control.
Plugin Installations
Plugins are vetted to ensure safety and performance. We may refuse to install plugins deemed unsafe, unstable, or resource-intensive. Alternative solutions may be suggested where appropriate.
Client-Requested Software and Third-Party Modifications
Any installation, integration, configuration, development, or troubleshooting work relating to new plugins, themes, software, scripts, APIs, or third-party tools requested by the client is chargeable unless otherwise agreed in writing. This applies whether the website was originally built by The Website Shop or by a third party. Where clients independently install, modify, or permit third parties to modify website software, plugins, themes, code, hosting settings, or integrations, we accept no responsibility for resulting errors, conflicts, downtime, security vulnerabilities, data loss, or performance issues. Any time spent diagnosing, repairing, restoring, rebuilding, or resolving issues arising from client-installed or third-party modifications will be billed at our standard rates, including where external developers or specialists are engaged to assist.
Email Configuration
We provide email configuration assistance where required but do not provide ongoing support for end-user devices or third-party email clients. We may coordinate with your IT personnel to assist with setup where appropriate.
Existing Third-Party Websites and Legacy Code
Where we host, manage, maintain, or provide support for a website not originally built by The Website Shop, we accept no responsibility for pre-existing technical issues, bugs, code quality problems, compatibility conflicts, performance limitations, security vulnerabilities, outdated software, or undocumented functionality contained within the website or its infrastructure. Any investigation, troubleshooting, repair, redevelopment, optimisation, migration, or compatibility work relating to pre-existing or inherited systems may incur additional charges at our standard rates. We are under no obligation to provide, renew, transfer, or pay for any premium plugins, themes, software licences, subscriptions, APIs, or third-party services already in use on inherited websites unless explicitly agreed in writing. Responsibility for maintaining valid third-party licences remains with the client unless otherwise agreed.
Third-Party Plugins, Software, and Licences
We may use third-party plugins or software to meet website requirements. While hosted with us, we may maintain necessary licences at our discretion. If you move your website to another hosting provider, you are responsible for obtaining and maintaining all required licences. We are not liable for any loss of functionality, errors, or security issues caused by third-party software. While we may assist with communications with third-party providers at our discretion, clients remain responsible for obtaining support directly from the relevant provider.
Communication
Upon signing up, you will be added to our hosting mailing list for service updates, maintenance notifications, and occasional service-related communications. You may unsubscribe from marketing communications at any time.
Additional Costs for Upkeep and Maintenance
Websites with specialised functionality, elevated resource usage, or complex software requirements may incur additional maintenance costs. You will be notified where reasonably practicable if your website falls into this category.
Fair Use
Our hosting service is intended for standard usage levels. Websites with unusually high traffic volumes, excessive server load, or storage requirements exceeding 1.5 GB may incur additional fees. You will be notified where reasonably practicable of any such charges.
Failure of Payment
Hosting fees must be paid by the agreed due date. Where payment remains outstanding for more than 10 days, we may suspend hosting services without further notice. Continued non-payment may result in permanent deletion of website data. We accept no liability for any loss, damages, or disruption resulting from suspended or discontinued services due to non-payment. Suspension does not relieve the client of outstanding payment obligations.
Cancellations and Refunds
There is no minimum term for hosting packages. You may cancel at any time. Payments may be made monthly or annually. No refunds are provided for unused portions of the current billing period. Upon cancellation, hosting services may cease immediately. It is your responsibility to ensure that all necessary data, files, and backups are retrieved prior to cancellation. Website data will be permanently deleted within 30 days of cancellation. Once deleted, data cannot be recovered. We accept no responsibility for retaining data following cancellation or for any resulting loss.
Third-Party Websites
Our hosting service applies primarily to websites produced by The Website Shop. We may host third-party websites at our discretion. We reserve the right to decline hosting websites built by third parties where they require excessive resources, pose security risks, or conflict with our infrastructure.
Acceptable Use
Our hosting services may not be used for unlawful activities, distribution of malware, spam, abusive content, or any activity that may compromise network stability or security. We reserve the right to suspend or terminate hosting services immediately where we reasonably believe a website poses a security risk, breaches applicable law, or violates these terms. Suspension or termination under this clause may occur without refund.
Compliance Disclaimer
We provide hosting and technical services only. We do not provide legal or regulatory advice and cannot guarantee compliance with applicable laws, regulations, or standards, including data protection or accessibility requirements. Clients are solely responsible for ensuring compliance and for obtaining independent legal advice where necessary.
Data Protection
For the purposes of applicable data protection legislation, you act as the Data Controller and remain responsible for compliance with all legal obligations relating to personal data processed through your website. We act as a Data Processor only to the extent necessary to provide hosting services.
Force Majeure
We are not responsible for delays or failure to perform caused by circumstances beyond our reasonable control, including natural disasters, pandemics, strikes, technical failures, or other extraordinary events. Our obligations shall be suspended for the duration of such events. Where such events arise, timelines may be reasonably extended, and we will communicate any material changes.
Limitation of Liability
To the fullest extent permitted by law, our liability for any claim arising from this agreement, whether in contract, tort, or otherwise, is limited to the total fees paid for the hosting service in the preceding 12 months. We are not liable for indirect, incidental, consequential, or economic damages, including loss of profits, revenue, business opportunity, or data.
Indemnity
Clients agree to indemnify and hold The Website Shop harmless from any claims, losses, damages, liabilities, or expenses arising from content provided, unlawful activity, regulatory or data protection breaches, use of third-party software, or breach of these terms.
Governing Law and Jurisdiction
These Terms and Conditions shall be governed by and construed in accordance with the laws of Ireland. The courts of Ireland shall have exclusive jurisdiction to settle any dispute arising in connection with these Terms.
The content of this page is provided for general information and may change without notice. Please retain a copy for your records. For queries, contact [email protected].
Updated May 2026
