Uptime guarantee
We guarantee 99.98% monthly uptime on all hosting and server products, including shared, WordPress and reseller hosting, VPS and dedicated servers. Every minute of unavailability counts against this figure, whether it comes from a network outage, a hardware failure or a platform-level incident. The only exception is scheduled maintenance, described below.
How uptime is measured
Availability is measured by independent third-party monitors that probe each service every 60 seconds from several locations. Scheduled maintenance is announced at least 72 hours in advance and carried out in a published maintenance window; that time is excluded from the calculation. For orientation: in a 30-day month, 99.98% allows about 9 minutes of downtime, 99.7% about 2 hours 10 minutes and 99.0% about 7 hours 12 minutes.
Service credits
If a service falls short of 99.98% in a calendar month, you receive a credit calculated as a share of that service's monthly fee: 10% for uptime from 99.7% to 99.98%, 25% for 99.0% to 99.7%, and 50% below 99.0%. Credits for one month are capped at one month's fee. Example: a plan at 20 euros per month that reaches 99.5% uptime earns a 25% credit, which is 5 euros.
How to claim a credit
Write to support@webhostflow.eu and name the service (for example the domain or server it belongs to) and the month or period concerned. You do not have to prove the outage or send screenshots: our monitoring data is the reference, and we check the period against it. The credit is applied to your next invoice.
Data protection and backups
All storage is protected by RAID or erasure coding, so a single failed disk does not cost you data. In addition, daily backups are kept for 14 days on separate infrastructure. If data is lost because of a failure on our platform, we restore it from backup free of charge and add a service credit for the affected period.
Support response times
Support works 24 hours a day, 7 days a week. We guarantee a first substantive response from a human engineer, not an automatic acknowledgement, within 15 minutes for priority tickets and within 2 hours for standard tickets. If we miss that time, the ticket is escalated to a senior engineer and you receive a 5% credit on your next invoice.
30-day money-back guarantee
Every new hosting and server plan comes with a 30-day money-back guarantee. If you are not satisfied for any reason, write to support@webhostflow.eu within 30 days of the order, name the plan, and we refund the full plan fee with no questions asked. Domain registrations and SSL certificates cannot be refunded once issued, because the registry and certificate authority costs cannot be recovered.
What is not covered
Scheduled maintenance announced in advance does not count as downtime. The data guarantee does not cover loss that you cause yourself, such as deleting files or databases, or damage done through a compromised application, for example a hacked website or plugin. In such cases you can still ask support whether a restore from the daily backups of the last 14 days is possible.
Your statutory rights
This guarantee is an addition to the law, not a replacement for it. Consumers in the EU also have a 14-day right of withdrawal under Directive 2011/83/EU; to use it, write to support@webhostflow.eu. If the service started at your request before that period ended, you pay proportionally for the time used. The money-back guarantee does not limit any statutory rights.