Terms of Service

Agreeing to these terms

Rabbitflare provides managed WordPress hosting through the website rabbitflare.com and the control panel at app.rabbitflare.com (together, the “Service”). Rabbitflare is a service of Rabbit Rank LLC, 701 Tillery Street, Unit 12-2508, Austin, TX 78702, United States (“Rabbitflare”, “we”, “us”).

These Terms of Service are an agreement between you and us. By creating an account, or by using the Service, you agree to them. If you use the Service for a company or other organization, you agree to them on its behalf and confirm that you're allowed to, and “you” means that organization too.

You must be at least 18 years old, and legally able to enter into a contract, to use the Service. Our Privacy Policy and Cookie Policy explain how we handle personal information, and form part of these terms.

The Service

Rabbitflare creates WordPress servers on the cloud and in the location you choose (DigitalOcean, Vultr or Hetzner), or sets up a server you already have, and then looks after it for you. That includes:

• installing and tuning the server's software (nginx, PHP, MariaDB and Redis) and keeping it updated with security patches;
• a firewall and brute-force protection, and free SSL certificates for the domains you connect;
• installing WordPress, and applying WordPress minor (security and maintenance) updates;
• the control panel, with its file manager, cron jobs, graphs and activity log, automatic backups and snapshots on servers we create, and an optional content delivery network (CDN) for sites on those servers.

What you look after: WordPress itself and everything in it, including your themes, plugins, content, WordPress users and their passwords, WordPress major updates and plugin updates, and your domain names and their DNS. Root access to servers we create is reserved for our automation, which is how we keep them secure and consistent.

You may host websites for your own clients. If you do, you're responsible to us for those websites, and for making sure your clients follow these terms.

Your account

• Give us accurate information, including an email address you check: that's where we send billing and security notices.
• Keep your password, and any Google or GitHub account you use to sign in, secure. You're responsible for everything done through your account, including by people you give access to.
• Tell us straight away at [email protected] if you think someone has accessed your account without permission.

Plans, billing and payment

• Servers we create are billed per server, monthly and in advance, at the price of the plan you choose. The price is shown on our pricing page and before you pay.
• Servers you connect are covered by one monthly subscription for your account, however many you connect. It starts with your first connected server. You keep paying your own hosting provider for the servers themselves.
• Payment is by card (including Apple Pay and Google Pay), processed by Stripe, or by PayPal. Subscriptions renew automatically each month until you cancel, and you authorize us to charge your payment method on each renewal. There are no setup fees.
• Resizing a server to a bigger plan takes effect straight away. For card payments, the difference for the rest of the month is charged immediately; for PayPal, you approve the new price with PayPal.
• Prices are in US dollars and don't include taxes, duties or fees your bank or country may charge, which are yours to pay. We may change our prices. If we raise the price of something you already pay for, we'll email you at least 30 days before, and the new price applies from your first renewal after that. You can cancel before then.

Cancelling and refunds

There's no contract or minimum term. To stop paying for a server, destroy it from the control panel (or disconnect it, for a server you connected): its billing stops straight away. When you remove your last connected server, the subscription for connected servers ends too.

If you paid by card, the unused part of the month is kept as a credit on your account and used automatically towards your future card payments. Payments made through PayPal aren't refunded for the unused part of the month. Apart from this, payments are non-refundable, unless the law requires otherwise or we decide to make an exception.

Destroying a server permanently deletes it, with every site on it and its backups and snapshots. This can't be undone, so download anything you want to keep first.

Missed payments

If a renewal payment fails, here is what happens:

1. We email you, and Stripe or PayPal retries the payment over the following days. Update your payment method in the control panel to fix it.
2. If the payment still isn't made, the server is suspended: its sites go offline, but nothing is deleted. Paying brings them back.
3. If the subscription is then cancelled for non-payment, the server stays suspended for 14 days. If billing isn't restored in that time, the server we created is permanently deleted, with its sites, backups and snapshots. We email you before this happens.
4. A server you connected is never deleted by us. Instead, after the same 14 days, we put its sites back online and disconnect it: we remove our access, and it keeps running at your provider with its sites.

Acceptable use

You may not use the Service, or let anyone use it, to:

• break the law, or help anyone else to, in the places where you, your visitors or our providers are;
• host or send malware, phishing pages, spam or unsolicited bulk email, or content that sexually exploits children, promotes terrorism or violence, or harasses or threatens people;
• infringe anyone's copyright, trademarks, privacy or other rights, or host pirated software or media;
• attack, scan, probe or break into other systems, networks or accounts, or run denial-of-service attacks, open proxies, VPN or Tor exit services, or botnets;
• mine cryptocurrency, or run workloads that aren't websites, such as file mirrors, backup storage or video streaming for other services;
• interfere with the Service or other customers, get around its limits or security, access servers or data that aren't yours, or reverse engineer the control panel;
• resell access to the control panel itself as your own product, without our written agreement.

We don't monitor your sites' content, but if we learn of a breach of this section we may remove the content, suspend the site or server, or close your account. We'll usually contact you first, but we may act immediately when there's a serious risk to people, to the Service or to other customers, or when the law requires it.

Resources and fair use

You can host as many sites on a server as its resources allow, and we don't charge for traffic or for the CDN. These are meant for ordinary websites. If a server's use harms our infrastructure, other customers or our standing with our providers, or goes far beyond what the websites we host normally use, we'll contact you to find a solution, such as a bigger plan. If needed, we may limit or suspend the server or its CDN.

Your content and your visitors

Your websites, and everything you or your visitors put on them, belong to you or your licensors. You give us permission to store, copy, process and deliver that content only as needed to provide the Service, keep it secure and back it up. You're responsible for your content and confirm that you have the rights to it, including licenses for any themes, plugins or media you use.

You're also responsible for your websites' legal obligations towards your visitors, such as privacy notices and cookie consent. For personal information on your websites, you are the controller and we act as your processor, as described in our Privacy Policy.

If you believe something hosted on the Service infringes your copyright or other rights, email us at [email protected] with the content's address and why. We may pass the complaint to the customer concerned and, where appropriate, remove or disable access to the content.

Backups and your data

Servers we create are backed up automatically by their cloud (DigitalOcean weekly, Vultr with its own automatic backups, Hetzner daily), and you can take snapshots. We work to keep these backups reliable, but we can't guarantee them, and they're kept on the same cloud as your server. Servers you connect aren't backed up by us: backups of those are up to you and your provider.

You're responsible for keeping your own up-to-date copies of any content you can't afford to lose. You can download your files with the file manager at any time, and our support can help with database exports.

Servers you connect

When you connect a server you already have, you confirm that you're allowed to, and you agree that:

• the connect command gives Rabbitflare root access to the server with our own SSH key, and installs and configures the software we manage, including a firewall, the WordPress stack and an extra SSH port; it doesn't share or change your own passwords;
• the server, its provider account, its bills, its backups and anything we don't manage on it remain your responsibility; if you change what we manage, some features may stop working, and we can't be responsible for the result;
• power, resizing, backups and the CDN aren't available for connected servers;
• when you disconnect a server (or it's disconnected after missed payments), we remove our access, and the server keeps running at your provider with its sites. We don't undo the software we installed.

Third-party services

The Service relies on other companies: DigitalOcean, Vultr and Hetzner run servers; Amazon Web Services runs the CDN; Stripe and PayPal process payments; Let's Encrypt issues SSL certificates; Google and GitHub let you sign in; and Cloudflare delivers our website and control panel. Their outages or changes can affect the Service, and we aren't responsible for them. When you use a third-party service directly, such as paying with PayPal or signing in with Google, its own terms apply too.

Availability and changes

We work to keep the Service available and your servers running, but we don't promise that it will be uninterrupted or free of errors, and we don't offer a service level agreement. We sometimes need to carry out maintenance, such as security updates that restart part of a server; we'll keep disruption short and, for planned work that affects you noticeably, tell you in advance where we can.

We improve the Service all the time, and may add, change or remove features. If we remove something significant you pay for, or stop offering the Service, we'll tell you at least 30 days before, except where that isn't possible for legal or security reasons.

Support is available by email at [email protected] and through our support page. We aim to help quickly, but we don't guarantee response times.

Suspension and termination

By you: you can stop using the Service at any time by destroying or disconnecting your servers. To close your account entirely, email us at [email protected], and we'll delete your data as our Privacy Policy describes.

By us: we may suspend or close your account, or any of your servers, if you breach these terms, if payments aren't made (as described above), if we're required to by law or by one of our providers, or to protect the Service, other customers or the public. Unless the situation is urgent, we'll tell you first and give you a reasonable chance to fix the problem.

When your account is closed, your servers we created are deleted with their sites and backups, and your connected servers are disconnected. Any amounts you owe remain payable, and the sections of these terms that by their nature should continue (such as disclaimers, limits of liability and indemnity) continue to apply.

Disclaimers

The Service is provided “as is” and “as available”. To the fullest extent the law allows, we make no warranties of any kind, whether express, implied or statutory, including warranties of merchantability, fitness for a particular purpose, title and non-infringement, and we don't warrant that the Service will be uninterrupted, secure or error-free, or that data won't be lost.

Limitation of liability

To the fullest extent the law allows, Rabbitflare and Rabbit Rank LLC, and our members, employees and suppliers, won't be liable for any indirect, incidental, special, consequential or punitive damages, or for any loss of profits, revenue, business, goodwill or data, arising from or related to the Service or these terms, even if we were told they were possible.

Our total liability for all claims arising from or related to the Service or these terms is limited to the amount you paid us for the Service in the 12 months before the event that gave rise to the claim.

Some jurisdictions don't allow some of these exclusions or limits, so they may not all apply to you. Nothing in these terms limits liability that can't be limited by law, such as for fraud.

Indemnity

You agree to defend and indemnify Rabbitflare and Rabbit Rank LLC against any third-party claims, losses and costs (including reasonable legal fees) arising from your websites and their content, your use of the Service, or your breach of these terms or of the law.

Governing law and disputes

If you have a concern, please contact us first at [email protected]: most problems can be solved quickly that way, and we'll try in good faith for 30 days before either of us goes further.

These terms are governed by the laws of the State of Texas, United States, without regard to its conflict-of-laws rules. Any dispute that can't be resolved informally will be decided exclusively by the state or federal courts located in Travis County, Texas, and you and we agree to their jurisdiction. If you live somewhere whose laws give you rights that can't be waived, such as consumer protections, nothing in these terms takes those rights away.

Changes to these terms

We may update these terms as the Service changes. We'll change the “Last updated” date above, and if a change is significant we'll email you at least 14 days before it takes effect. If you keep using the Service after that, you accept the updated terms; if you don't agree, you can cancel before then.

General

• Whole agreement: these terms, with the policies they mention, are the whole agreement between you and us about the Service.
• Notices: we send notices to the email address on your account, or show them in the control panel. You can send us notices at [email protected] or by post to 701 Tillery Street, Unit 12-2508, Austin, TX 78702, United States.
• Transfer: you may not transfer these terms or your account without our written agreement. We may transfer them as part of a merger, acquisition or sale of the Service, and we'll tell you if we do.
• Events beyond our control: we aren't responsible for delays or failures caused by events we can't reasonably control, such as outages at our providers, network failures, attacks, natural disasters or acts of government.
• Severability: if part of these terms can't be enforced, the rest still applies.
• No waiver: if we don't enforce part of these terms straight away, we can still enforce it later.

Contact us

Questions about these terms? We're happy to help.

• Email: [email protected]
• Post: Rabbit Rank LLC, 701 Tillery Street, Unit 12-2508, Austin, TX 78702, United States