Terms of Service

1. Who we are

WPenguin provides managed WordPress hosting. Each subscription provisions a dedicated virtual private server (VPS) that we configure, secure, monitor and maintain on your behalf. Day-to-day management — including provisioning, updates, backups and support — is delivered through our control panel and an AI assistant ("the bot") that you can chat with to request changes to your site and server.

2. The service

When you subscribe to a plan, we automatically provision a dedicated server (typically ready within about 15 minutes) running WordPress on infrastructure operated by our hosting provider. The service includes server provisioning and configuration, an SSL certificate, a content delivery network (CDN), security hardening, performance tuning, uptime monitoring, nightly automated backups, and automated WordPress core, plugin and theme updates.

We may improve, change or discontinue features from time to time. Where a change materially reduces the service, we will give you reasonable notice by email or through the panel.

3. Subscription & billing

Plans are billed monthly in advance and are priced from £49 to £449 per month depending on the server tier you choose (the difference between tiers is server resources — RAM, CPU and storage). All prices are stated in pounds sterling (GBP). Where applicable, UK VAT will be added at the prevailing rate.

Payments are processed securely by Stripe. We do not store your full card details on our systems. By subscribing, you authorise us (via Stripe) to charge your chosen payment method for the recurring fee and any applicable taxes.

4. Auto-renewal

Subscriptions renew automatically at the end of each monthly billing period until you cancel. We will attempt to charge your payment method on each renewal date. You can cancel at any time from your billing settings; cancellation stops future renewals and takes effect at the end of the current paid period. See our Refund & Cancellation Policy for what happens to your server and data when you cancel.

If a renewal payment fails, we may retry the charge and will notify you. We may suspend the service if payment remains outstanding (see section 9).

5. Acceptable use

You agree not to use the service to host, store or transmit content that:

• is unlawful, infringing, defamatory, or breaches the rights of others;
• contains malware, or is used for phishing, spam or other abusive activity;
• relates to the distribution of illegal material;
• places an unreasonable load on shared infrastructure (for example, using the server as a crypto-mining, proxy or file-distribution node unrelated to your website); or
• otherwise violates any applicable law or the policies of our upstream providers.

We may investigate suspected breaches and remove content or suspend the service where necessary to protect our platform, other customers, or third parties.

6. Customer responsibilities & content

You are responsible for the content of your website, the WordPress plugins and themes you install, your users' activity, and for keeping your account credentials secure. You retain ownership of your content; you grant us the limited rights needed to host, back up and operate it as part of the service.

While we apply automated updates and security hardening, you remain responsible for the suitability and licensing of any third-party software you choose to run, and for reviewing changes the bot makes at your request. We recommend keeping your own independent copy of any business-critical data.

7. Uptime & service levels

We aim for high availability and target 99.9% monthly uptime, excluding scheduled maintenance and factors outside our reasonable control (such as upstream provider outages, your own configuration changes, or attacks). This is a service target, not a guarantee. Any service credits, if offered, will be described in a separate service level agreement. [Confirm SLA terms and any credit scheme with counsel.]

8. Data & backups

We take automated nightly backups of your site and database and retain them for 30 days. Backups are provided to help with recovery but are not a substitute for your own backups. We will use reasonable efforts to restore from backup on request, but we do not warrant that every backup will be complete or recoverable. How we handle your personal data is described in our Privacy Policy.

9. Suspension & termination

We may suspend or terminate the service if you breach these terms, if payment is overdue, if your use poses a security or legal risk, or if required by law. Where practicable we will give notice and an opportunity to remedy. You may terminate at any time by cancelling your subscription.

On termination, your server is decommissioned and your data is scheduled for deletion after a short grace period. Please export anything you need before your access ends — see the Refund & Cancellation Policy for timing.

10. Liability

Nothing in these terms limits liability that cannot be limited by law (including for death or personal injury caused by negligence, or for fraud). Subject to that, we are not liable for indirect or consequential loss, loss of profits, revenue, goodwill or data, and our total liability arising out of or in connection with the service in any 12-month period is limited to the fees you paid us for the service in that period. [Confirm liability cap with counsel.]

11. Changes to these terms

We may update these terms from time to time. We will post the current version here and update the "Last updated" date. Material changes will be notified by email or through the panel. Continued use of the service after a change takes effect constitutes acceptance.

12. Governing law

These terms and any dispute arising out of them are governed by the laws of England & Wales, and the courts of England & Wales have exclusive jurisdiction.

13. Contact

Questions about these terms? Email contact@wpenguin.com or open a ticket from your dashboard.