Terms and conditions for support responses

These terms and conditions apply to paid support only. There are no guarantees, and hence no terms or conditions, for any free support offered, which is entirely at our discretion.

  • If you purchase a one-off support incident, and if the problem turns out to be a bug in UpdraftPlus, then we will refund your purchase. In case of dispute, we will be the final arbiters of what constitutes a bug.
  • Specific support purchases are for a designated website. If you purchase one-year ongoing support, then we will contact you to ask you which site this is. (i.e. If you operate 10,000 sites and install UpdraftPlus on all of them, then you can’t buy a single support contract to cover them all).
  • No support is available on Sundays. For the purpose of all timed guarantees (e.g. you have purchased 24-hour response), the clock is deemed to stop at 10 p.m. in the evening (UK time), and re-start at 8 a.m. on the next morning, Monday-Saturday. This does not apply to 3-day responses (i.e. you can still count all of Sunday within the 3 days).
  • To claim paid support, you must fill in the official form, and must include your order number. No timed guarantee is deemed to be active until you have filled in the form.
  • UpdraftPlus, like WordPress itself, is warranty-free software. The maximum compensation that you can receive for any breach of your support agreement is a refund of the price paid for that support agreement, only. In the case of a purchase of UpdraftPlus Premium with bundled support, the price paid for support is deemed to be one third of the purchase price. In particular, your paid support does not guarantee error-free operation, or entitle you to additional compensation beyond the purchase price if your backups are defective. As is uniform in the digital software industry, because digital software cannot be “returned”, there is no trial period, money-back guarantee or right to a refund for the software itself (though we do give them. at our discretion, based on the merits of your case).
  • When purchasing a one-off support incident, the purchase must be used within one month of purchase.
  • Satellite telephones and other premium-rate numbers are not eligible for telephone support. We are entitled to exercise reasonable discretion in any other grey areas.
  • Telephone calls can only be made during UK working hours (Monday to Friday, 9am to 5pm).
  • Pornographic or other websites of an obscene nature are not eligible for any support from a support-only purchase, and such purchases will be immediately refunded. Software purchases are not eligible for support on such websites if it would involve us visiting your website. Furthermore, if you fail to check the checkbox to indicate that the address of the website you enter, or fail to indicate ahead of time that any other website you later send us a link to, contains offensive visual or audio content (e.g. pornographic or obscene imagery), then you agree to forfeit your rights to further support for any website on your account, at our sole discretion.
  • For some support services, we may use the services of Helpscout, an industry-leading provider of helpdesk-related technical services, in provision of our support services (including pre-sales questions and other forms of support). We have a GDPR-compliant Data Processing Agreement with them for the protection of your data and to forbid it to be used for any purpose other than that which you have given it for. To aid us in providing support and development, we keep a record of the contents of support tickets in Helpscout for up to 25 months after the last reply on the ticket, after which they are automatically purged.
  • You recognise that if you (or anyone acting on your behalf, or whom we could reasonably believe to be acting on your behalf) raises the possibility of any legal actions, then henceforth we reserve the right to only (and then, only if compelled to) receive, acknowledge or respond to communications formally received through legal channels. You agree that we can ignore and be deemed to never have received any other types of communication.
  • Finally, we reserve the right to, without notice or refund, terminate any ongoing services (including support agreements or update feeds) to customers who abuse our facilities or staff.