Terms of Service
These terms explain the rules, responsibilities and service conditions that apply when you use WP Performance Hosting services, hosting plans, care plans, support services or client portal services.
Review the terms that apply
Agreement
Who these terms apply to
These Terms of Service apply to all customers who purchase, access or use services provided by WP Performance Hosting, including WordPress hosting, WooCommerce hosting, cPanel hosting, WordPress Care Plans, WooCommerce Care Plans, domain-related services, email add-ons, support services and related setup services.
For the purpose of these terms, “WP Performance Hosting”, “we”, “us” and “our” refer to the business providing the services. “Customer”, “you” and “your” refer to the person, business or organisation purchasing or using the services.
If you purchase services on behalf of a business, organisation or another person, you confirm that you are authorised to accept these terms on their behalf.
These terms should be read together with our Acceptable Use Policy, Refund Policy, Privacy Policy and any plan-specific terms, checkout details, onboarding instructions, service descriptions or written agreements provided to you.
Services covered
What these terms cover
These terms apply to the services offered by WP Performance Hosting, including hosting plans, cPanel hosting, care plans, support services, email add-ons, domain-related services and setup work.
WordPress Hosting
Standard WordPress hosting plans provide hosting infrastructure, SSL, backups, security monitoring and plan-based resources for WordPress websites.
WooCommerce Hosting
WooCommerce hosting plans provide hosting infrastructure for online stores, with store-focused hosting resources, backups, security monitoring and support boundaries.
WordPress Care Plans
WordPress Care Plans may include WordPress updates, backup checks, security checks and plan-based support allowance for smaller website tasks.
WooCommerce Care Plans
WooCommerce Care Plans may include store maintenance, updates, checks and plan-based support allowance for smaller WooCommerce-related tasks.
Domains and email
Domain-related services, cPanel email mailboxes, Extra Email Mailboxes and Manual Email Setup may be included, sold separately or quoted depending on the plan.
Support and setup services
Support, onboarding, migration guidance, manual setup and approved additional work are subject to the service scope, plan terms and written agreement.
Customer responsibilities
What customers are responsible for
You are responsible for providing accurate information during checkout, onboarding, support requests and any service-related communication. This may include business contact details, website details, domain details, login access, DNS information, billing details and setup requirements.
You are responsible for maintaining access to any third-party accounts required for your website, including domain registrars, DNS providers, email accounts, payment processors, plugins, themes, licences, analytics tools and ecommerce services.
You are responsible for ensuring that your website content, products, services, images, text, legal notices, privacy notices, policies and business activities comply with applicable laws and our Acceptable Use Policy.
You are responsible for keeping your own independent backups of your website, files, content, email and business records. Backups included with hosting are provided as part of the service, but they should not be treated as your only backup source.
You must not use the services for illegal, abusive, high-risk, misleading, harmful or prohibited activity. Services may be restricted, suspended or cancelled where use creates security risk, legal risk, payment risk, infrastructure risk or breaches our Acceptable Use Policy.
Billing and payments
Payments, billing periods and renewals
Services may be billed monthly, yearly or as one-off setup or support services, depending on the product or service purchased. Prices, billing periods, inclusions and renewal terms are shown on the relevant service page, checkout page or written quote.
By purchasing a recurring service, you authorise WP Performance Hosting or its payment processor to charge the selected payment method for the initial purchase and future renewals until the service is cancelled.
Yearly pricing may include a discount compared with paying monthly. Unless stated otherwise, yearly hosting and care plan pricing is based on the equivalent of ten months of service, with two months free compared with monthly billing.
You are responsible for keeping payment details current. If payment fails, access to services may be restricted, suspended or cancelled according to the failed payment and overdue service rules in these terms.
Prices may vary by currency. Where multi-currency pricing is available, prices may be set manually per currency and may not match live exchange rates.
Australian customers may be charged GST where applicable. Displayed pricing and checkout tax handling may vary depending on customer location, selected currency and tax settings.
Cancellations
Cancelling hosting, care plans and recurring services
You may cancel a recurring hosting plan, care plan, email add-on or other recurring service at any time unless a separate written agreement states otherwise.
When a recurring service is cancelled, the service will usually continue until the end of the paid billing period. Cancellation stops future renewals but does not automatically create a refund for the unused part of the current billing period.
Cancelling a hosting plan may affect access to your website, backups, email services, DNS-related setup, domain-related services and any connected care plan or add-on services.
Care plan cancellations follow the same general rule: the service continues until the end of the paid billing period unless otherwise agreed, and future renewals are stopped.
Some services, including domain registration, domain renewal, domain transfer, completed setup work, completed support work and other third-party or non-reversible services, may be non-refundable once submitted, processed or completed.
Failed payments
What happens if a payment fails or a service becomes overdue
If a recurring payment fails, we may attempt to collect the payment again using the payment method on file. You are responsible for updating payment details and resolving failed payment issues promptly.
If payment remains overdue, we may restrict, suspend or disable access to the affected service. This may include hosting access, website access, email services, care plan support, backups, add-ons and related account features.
We may provide a grace period for failed payments, but any grace period is not a waiver of payment obligations. Continued non-payment may result in cancellation or deletion of the affected service.
Where a service is suspended or cancelled due to non-payment, we are not responsible for business interruption, lost sales, email disruption, data loss, search visibility loss or other consequences caused by the overdue account.
If an overdue service is deleted, website files, databases, backups, email services and related service data may no longer be recoverable.
You remain responsible for any unpaid amounts, approved additional work, chargebacks, payment disputes, recovery costs or third-party fees caused by failed payment or non-payment.
Support scope
Support is limited to the service you have purchased
Support is provided according to the service, plan, add-on or written agreement you have purchased. Hosting support, WordPress Care Plan support, WooCommerce Care Plan support, email setup support and domain-related support are separate service areas.
Hosting support generally covers hosting-related issues, setup guidance, hosting access, SSL, backups, basic hosting troubleshooting, plan guidance and service-related questions.
WordPress Care Plans and WooCommerce Care Plans may include WordPress updates, plugin and theme updates, backup checks, security checks, basic troubleshooting, minor content edits or support allowance depending on the selected plan.
Support does not include unlimited work, custom development, new website builds, redesigns, advanced SEO, large content updates, malware cleanup, email migration, third-party platform support or tasks outside the active service scope unless agreed separately.
Business-hours support is the standard support model. We do not provide full 24/7 live support unless a separate written agreement states otherwise. Urgent hosted-site issues may be monitored separately where applicable, but this does not create a public uptime guarantee or unlimited emergency support obligation.
Additional work outside the included service scope may be quoted separately, billed at the applicable support rate, deferred, declined or directed to a more suitable plan or service.
Domains and email
Domain, DNS, email and third-party service terms
Domain registration, renewal, transfer, DNS setup, email services and third-party services may be provided directly, arranged manually, included with selected plans, sold as add-ons or quoted separately depending on the service and current setup.
Domain registration, renewal and transfer services are subject to availability, registry rules, registrar rules, eligibility requirements, pricing changes and third-party provider terms. We cannot guarantee that a requested domain will be available or approved.
Free or included domain offers apply only where stated and may be limited to eligible annual hosting plans, standard .com or .net domains, and ongoing eligibility while the relevant annual hosting plan remains active.
Country-specific domains, premium domains, special extensions, unusual renewal costs, domain transfers and manual domain work may be excluded from included offers and may require a separate quote.
Email services may include cPanel email mailboxes, Extra Email Mailboxes or Manual Email Setup where available. Email migration, historical mailbox transfer, inbox cleanup and device or app setup are not included unless agreed separately.
You are responsible for maintaining access to third-party accounts, licences, domain registrars, DNS providers, email clients, payment processors, plugin accounts, theme accounts and other external systems used by your website or business.
We are not responsible for outages, pricing changes, policy changes, account restrictions, data loss, delivery issues or service changes caused by third-party providers outside our direct control.
Backups and data
Backups, restores and customer data responsibility
Hosting plans may include backup functionality as described on the relevant service page, plan details or checkout information. Backup frequency, retention, restore options and availability may vary by service, provider configuration and plan.
Backups are provided as a service feature to support recovery where possible, but they are not a guarantee that all data, files, emails, orders, customer records, media, changes or previous versions will always be recoverable.
You are responsible for keeping independent copies of important website files, databases, email, business records, customer data, product data, order data, images, documents and other critical information.
Restore support may depend on the active hosting plan, care plan, service status, backup availability, nature of the issue and whether additional troubleshooting or support work is required.
We are not responsible for data loss caused by customer error, third-party services, plugin or theme faults, malware, unauthorised access, failed updates, unpaid services, expired services, deleted services, external integrations or actions taken outside our control.
Where a service is cancelled, suspended, expired, deleted or unpaid, backups and service data may become unavailable or permanently deleted. You should export or copy any required data before a service ends.
Acceptable use
Acceptable use and prohibited activity
Your use of our services must comply with our Acceptable Use Policy, applicable laws, payment provider rules, infrastructure provider rules, registrar rules, email provider rules and any other applicable third-party service requirements.
You must not use the services for illegal, harmful, abusive, misleading, high-risk, exploitative, infringing, fraudulent or prohibited activity.
Prohibited activity may include malware, phishing, spam, bot activity, scraping, resource abuse, crypto mining, mass email sending, file storage abuse, video hosting abuse, illegal ecommerce, counterfeit goods, weapons, drugs, gambling, scams, misleading financial schemes, adult or explicit content hosting, and any activity that creates legal, security, payment, infrastructure or abuse risk.
We may restrict, suspend, disable or cancel services immediately where there is malware, phishing, spam, illegal activity, abuse complaints, payment risk, security risk, resource abuse, infrastructure risk, legal risk or a serious breach of our Acceptable Use Policy.
For normal issues that do not create urgent risk, we may provide notice and request correction. However, we are not required to provide notice before taking action where immediate restriction or suspension is reasonably needed to protect customers, infrastructure, third-party providers, payment systems, legal compliance or service reliability.
You remain responsible for content, products, services, files, emails, accounts, user activity and third-party tools connected to your website or service.
Service availability
Service availability, interruptions and liability limits
We aim to provide reliable hosting and related services, but we do not guarantee that any service will be uninterrupted, error-free, immune from security issues, immune from third-party failure or available at all times.
Services may be interrupted, restricted or unavailable due to maintenance, updates, migrations, provider outages, network issues, DNS issues, security events, third-party service failures, payment issues, customer action, resource abuse, legal requirements or events outside our control.
We may provide uptime monitoring, security monitoring, backups or other reliability features as part of selected services, but these features do not create a public uptime guarantee or service level agreement unless a separate written agreement specifically states otherwise.
To the maximum extent permitted by law, we are not liable for indirect, incidental, special, consequential or economic losses, including lost sales, lost profits, lost revenue, lost data, lost rankings, lost traffic, reputational loss, business interruption, email disruption or loss of opportunity.
Where liability cannot be excluded by law, our liability is limited to the maximum extent permitted by law, including resupply of the service, repair of the service, or the amount paid for the affected service during the relevant billing period, where applicable.
You are responsible for maintaining appropriate business continuity plans, independent backups, legal compliance, alternative communication methods and risk management processes for your business.
Changes to terms
Changes to these terms, services and pricing
We may update these Terms of Service from time to time to reflect changes to our services, pricing, payment systems, support processes, third-party providers, legal requirements, business operations or service structure.
Where changes are material, we may provide notice by email, website notice, account notice, checkout update, policy update or another reasonable method. Continued use of the services after updated terms take effect means you accept the updated terms.
We may change, replace, remove, suspend or discontinue a service, feature, add-on, plan, pricing structure or support process where reasonably required for business, technical, legal, security, payment, supplier or infrastructure reasons.
Pricing may change for future purchases, renewals or new service periods. Existing paid service periods are not automatically changed unless stated otherwise, required by law, required by a provider, or agreed with you.
If a third-party provider changes pricing, availability, rules, limits, terms or technical requirements, we may need to update the affected service, pricing, inclusions or support process.
If you do not agree with updated terms, service changes or renewal pricing, you may cancel the affected service before the next renewal date, subject to the cancellation and refund rules that apply to the service.
Policy contact
Questions about these terms
If you have questions about these Terms of Service, your service scope, billing, cancellation, support limits or related policies, contact WP Performance Hosting before purchasing or renewing a service.
Customers should review these Terms of Service together with the Acceptable Use Policy, Refund Policy, Privacy Policy and any plan-specific information shown on service pages, checkout pages, onboarding forms or written service communications.
If there is a conflict between general website wording and specific written service terms, quote details, checkout details or onboarding instructions, the more specific service terms may apply to the affected service.
If you are unsure whether a service, support request, add-on or billing arrangement is covered by these terms, contact WP Performance Hosting before purchasing, renewing or requesting the affected service.