Privacy Policy

This policy explains what personal data Rackly collects, why, and what your rights are. We are the "data controller" for the personal data described here. Contact us at hello@rackly.host with any privacy question or request.

What we collect

• Contact form enquiries: your name, email address and whatever you write in the message.
• Hosting account & billing: if you sign up for hosting, your name, billing address, email, and phone number if you provide one, plus records of the services and plan you've ordered.
• Payment details: card and payment information is entered directly into our payment providers (Stripe and/or PayPal) — we don't receive or store your full card number ourselves.
• Domain registration: if you register a domain through us, the required registrant (WHOIS) details are passed to our domain reseller and the relevant domain registry, as is standard for any domain registration.
• Support communications: the content of support tickets, emails, or live chat conversations you have with us.
• Technical data: basic server and access logs generated automatically by hosting infrastructure, used for security and troubleshooting.

We don't currently run analytics or advertising cookies on this website. If that changes, we'll update this policy and ask for consent where the law requires it.

Why we process it, and our legal basis

• To provide the hosting services you've ordered and respond to support requests — necessary to perform our contract with you.
• To respond to enquiries made via the contact form — legitimate interest in answering people who contact us.
• To keep accounting and invoicing records — legal obligation (UK tax law requires this).
• To keep the service secure and prevent abuse — legitimate interest.

Who we share it with

We use a small number of trusted providers to deliver the service, each of whom only receives what they need to do their job:

• Our hosting infrastructure — website files, emails and databases you host with us are stored securely on the servers that power our platform.
• Stripe and/or PayPal — payment processing. They handle your card/payment details directly; we don't store them.
• Our domain reseller — for domain registrations, renewals and WHOIS management.
• Where required, UK tax and regulatory authorities.

Some of these providers may process data outside the UK/EEA. Where that happens, they do so under appropriate safeguards (such as standard contractual clauses).

How long we keep it

We keep account and billing data for as long as your account is active, plus a reasonable period afterwards for accounting and legal purposes (financial records are typically kept for at least 6 years, in line with UK requirements). Contact form enquiries that don't turn into a customer relationship are kept only as long as needed to deal with the enquiry.

Your rights

Under UK GDPR, you have the right to:

• Ask what personal data we hold about you, and get a copy of it
• Ask us to correct inaccurate data
• Ask us to delete your data, where we're not required to keep it for another reason (like accounting records)
• Ask us to restrict or object to certain processing
• Ask for your data in a portable format

To exercise any of these, email hello@rackly.host. If you're unhappy with how we've handled your data, you can also complain to the Information Commissioner's Office (ICO), the UK's data protection regulator.

Security

We use reasonable technical and organisational measures to protect your data, including SSL/TLS encryption in transit and regular backups. No system is 100% secure, but we take this seriously.

Children

Our services are intended for use by adults setting up and managing websites, not directed at children.

Changes to this policy

We may update this policy from time to time — the date above shows the last revision.

Hosting Terms

These Hosting Terms apply once you order any hosting plan (Starter, Business, Pro or Developer) or add-on from Rackly, alongside our Fair Usage Policy and SLA & Uptime commitment.

The service

We provide cPanel-based shared hosting. Plan specifications (storage, websites, email accounts, and so on) are as listed on our pricing page at the time you order.

Setting up your account

Accounts are provisioned automatically after payment, usually within minutes. Occasionally manual checks may delay this — we'll let you know if that happens.

The £1 first-month trial

Every plan includes your first month for £1. Unless you cancel before renewal, your plan continues at the standard monthly price shown on our pricing page. Because this trial already lets you try any plan at minimal cost, we don't offer a separate money-back guarantee on top of it — if hosting isn't right for you, simply cancel before your first renewal and you'll only have paid £1.

Billing & payment

Plans are billed monthly in advance via Stripe and/or PayPal, in GBP. If a payment fails, we'll try to let you know and give you a reasonable chance to update your details before any suspension.

Cancelling

There's no long-term contract — cancel any time from your client area or by emailing us, effective at the end of your current billing period. After cancellation, your account and its data are kept for 30 days (in case you change your mind), after which they're permanently deleted. We'd recommend taking your own copy of anything important before cancelling.

Backups

We run daily backups with 30-day retention as standard on every plan. Backups are provided as a convenience and safety net, not a substitute for keeping your own copies of anything critical — we can't guarantee against every possible data-loss scenario.

Migrations

Free migration is included up to the limit shown for your plan on the pricing page. We'll do our best to move your site(s) without disruption, but migration outcomes can depend on factors outside our control (e.g. how your current host is configured).

Support

Support is ticket-based. We aim to respond within 24 hours on weekdays and 48 hours on weekends.

Suspension & termination

We may suspend or terminate accounts that breach our Fair Usage Policy, use the service for anything unlawful, or have unresolved non-payment, after reasonable notice where practical (immediate suspension may occur for serious breaches, e.g. malware or abuse affecting other customers).

Changes to pricing

If we ever need to change the renewal price of your existing plan, we'll notify you at least 30 days in advance — no surprise price hikes.

Liability

Except where the law doesn't allow us to limit liability (e.g. fraud, or death/personal injury from negligence), our liability to you is limited to the fees you've paid us in the 3 months before the issue arose, and we're not liable for indirect or consequential losses.

Governing law

These Hosting Terms are governed by the law of England and Wales.

Fair Usage Policy

Plans described as "unlimited" (websites, storage, email accounts) are unlimited in the sense that we don't impose an arbitrary number — but they're intended for normal personal or small-business website use, and shared fairly with every other customer on the same underlying platform. This policy explains what that means in practice.

Resource limits

Each hosting account operates within a fixed CPU and memory allocation on our shared platform, the same across all plans (this is a platform-level limit, not something that varies by plan — see our plan comparison table). To keep things fast and stable for everyone, an account that's using a disproportionate share of shared server resources may be automatically throttled, and we may ask you to optimise your site or move to a plan better suited to it.

What "unlimited" storage and email don't cover

• Using your hosting account as a general file-storage, file-sharing, or backup/archive medium unrelated to an actual website
• Storing very large individual media libraries or serving large files/videos as a primary use of the account, rather than hosting a website
• Running the account as a proxy, VPN endpoint, or unrelated background service

If your account looks more like file storage than website hosting, we'll get in touch before taking any action.

Prohibited content & activity

• Illegal content of any kind
• Malware, phishing pages, or anything designed to attack other systems
• Sending spam or unsolicited bulk email
• Infringing someone else's copyright or other intellectual property
• Cryptocurrency mining
• Anything that risks the stability, security, or performance of our shared platform for other customers

Email use

Mailboxes included with your plan are for your own genuine business/personal email — not for bulk marketing sends or mailing lists. If you need that, get in touch and we can point you to an appropriate solution.

What happens if this policy is breached

In most cases, we'll contact you and ask you to fix the issue. For serious breaches (malware, abuse affecting other customers, illegal content), we may suspend or terminate the account immediately, without a refund of the current billing period.

SLA & Uptime

We use reasonable endeavours to achieve 99.9% uptime for hosting services each month.

What counts towards uptime

Uptime is measured as the hosting platform and network being reachable and able to serve your website. It doesn't include:

• Scheduled maintenance, where we've given advance notice
• Issues outside our reasonable control (e.g. DNS problems at your domain registrar, your own application errors, or internet-wide outages)
• Force majeure events

Monitoring & transparency

We monitor our services independently and publish current and historical uptime at status.rackly.host, so you can check things yourself rather than take our word for it.

Support response times

Alongside uptime, we aim to respond to support tickets within 24 hours on weekdays and 48 hours on weekends, as set out in our Hosting Terms.

Maintenance windows

Where we need to carry out maintenance that may affect availability, we'll give advance notice by email and/or on our status page wherever practical.

A note on this commitment

This is a target we work to, not a financially-backed guarantee with automatic service credits. If uptime issues do affect you, get in touch and we'll always be straight with you about what happened.