Last Updated: 21 October 2026
These Terms of Service govern services supplied by Matthew Grey trading as Go Red Robot Hosting, operating from:
Lytchett House
13 Freeland Park
Wareham Road
Poole
Dorset
BH16 6FA
United Kingdom
By ordering or using a service, the customer agrees to these Terms, the Acceptable Use Policy, the Privacy Policy and any service-specific conditions presented during ordering.
Go Red Robot Hosting provides recurring services including:
The features, allowances and management included with each service are those shown on the applicable service page or agreed in writing.
Customers must provide accurate, complete and current account and billing information.
Customers are responsible for:
An order is accepted when we confirm it and begin provisioning the service. Some services require manual provisioning or additional information before they can be activated.
We may decline an order where we cannot safely or reasonably provide the requested service.
Services are billed in advance using the billing period selected during ordering.
Recurring services automatically renew for the same billing period unless cancelled before the next renewal date.
Payment is due by the date shown on the invoice. Customers are responsible for ensuring that their payment information remains current.
Third-party costs, licence fees, domain charges or infrastructure costs may change. We will provide reasonable notice where a change affects an existing customer’s recurring price.
Customers may cancel a recurring service at any time through the customer portal or by contacting support.
Cancellation stops the next renewal. The service remains available until the end of the period already paid for unless:
Monthly and annual payments are not refunded for unused time after cancellation, except where required by applicable law.
There is no minimum contract period unless one has been expressly agreed in writing for a bespoke service.
Nothing in these Terms limits statutory consumer rights.
Where a customer has a legal cooling-off or cancellation right, including under applicable UK or South African consumer law, that right continues to apply.
If a customer asks us to begin providing a service during a statutory cancellation period, the customer may be required to pay for the service supplied before cancellation. Where a service has been fully performed following the customer’s express request and acknowledgement, the right to cancel may be affected as permitted by law.
Payments are non-refundable except:
Domain registration, renewal, transfer, licence and other third-party charges cannot normally be refunded once submitted or incurred.
Payment reminders are issued according to the following schedule:
Services remaining unpaid for 21 days after the invoice due date may be permanently removed, together with all associated customer data and backups. Removed services cannot be restored.
This applies to all hosting, server and managed email services.
Domain registrations are handled separately. Unpaid domains may expire, enter redemption or become unavailable according to the applicable registry or registrar rules.
Customers must use services within the resources and allowances of the package purchased.
We may restrict an account, website, application or process that:
Where practical, we will help the customer optimise the service, apply a resource boost where available, or move to a more appropriate package.
Websites and domains added to Reseller Hosting must resolve to Go Red Robot Hosting’s applicable server IP addresses.
A website or domain entry that does not resolve to our servers may be removed from the hosting platform immediately and without notice.
Reseller Hosting is provided for hosting active customer websites and services. It must not be used as general file storage, dormant website storage or a backup repository.
Resellers are responsible for ensuring that their customers’ domains are correctly configured and for maintaining any independent copies they require.
Customer-created backup archives must not be stored permanently on Shared, Managed WordPress or Reseller Hosting.
These services are not intended to provide general backup storage. Customer-created backup files may be removed without notice where they consume hosting storage or are being retained as an external backup repository.
Customers should store their independent backups away from the service being backed up.
Backup arrangements and retention periods vary by service and are described on the applicable service page or agreed in writing.
Customers remain responsible for maintaining current, independent copies of data that is important to them.
Although Go Red Robot Hosting takes reasonable care in operating and monitoring its backup systems, no backup or restoration process can be guaranteed to succeed in every circumstance.
Backups may be unavailable or unusable because of circumstances including:
To the fullest extent permitted by law, Matthew Grey trading as Go Red Robot Hosting is not liable for data loss caused by:
Nothing in these Terms excludes liability that cannot legally be excluded.
The services covered by the 99.9% monthly uptime commitment are:
Availability calculations, exclusions, service credits and the claims process are defined in the Service Level Agreement.
The Service Level Agreement provides the customer’s financial remedy for a failure to meet the uptime commitment, except where applicable law provides otherwise.
Customers are responsible for:
Domain availability is not guaranteed until registration has been completed.
Registry, registrar and domain-dispute rules also apply. A domain may be suspended, cancelled or transferred where required by those rules or by law.
Managed services cover the work described on the applicable service page or agreed in writing.
Customers must provide timely information, decisions, credentials and cooperation where required.
We may recommend or implement changes reasonably required for security, stability or continued support. We will discuss material changes with the customer where circumstances allow.
Management of the hosting environment does not automatically include application development, debugging, content work or correction of customer-created code unless agreed separately.
Customers must not deliberately weaken, bypass or interfere with security controls applied to a service.
We may take immediate action where necessary to:
This may include restricting access, isolating a website, disabling a service or requiring credentials to be reset.
Customers must comply with the Acceptable Use Policy.
We may suspend or terminate services used for unlawful, abusive, fraudulent, harmful or prohibited activity.
Where the issue can safely be corrected, we may give the customer an opportunity to resolve it. Immediate action may be taken where delay would create a security, legal, operational or reputational risk.
Customers using Email Sending are responsible for:
We may restrict or suspend sending that threatens deliverability, platform reputation or third parties.
Managed Email Archiving is intended to preserve messages received from connected mail systems. Customers remain responsible for ensuring that their use of archiving is lawful and that employees, users and data subjects receive any required notices.
We may migrate or reconfigure services where reasonably required for:
We will provide reasonable notice of planned changes likely to cause material disruption. Emergency work may be performed without advance notice where required to protect security, availability or data.
We will take reasonable care to minimise disruption and maintain data integrity.
Support is available through the customer portal and published support contact methods.
Urgent incidents are prioritised according to their effect on service availability and customers.
Response and resolution times are not guaranteed unless expressly included in a written service agreement.
Support does not include work outside the purchased service unless agreed separately.
Customers may terminate services as described in Section 5.
We may suspend or terminate a service where:
Where appropriate, we will provide notice and an opportunity to correct the issue. Serious abuse, illegality, fraud or immediate security threats may result in action without notice.
Customers retain ownership of content they upload or provide.
The customer confirms that they have the necessary rights and permissions to use that content and to authorise us to process it for the purpose of providing the service.
Customers must not use our services to infringe copyright, trademarks, privacy rights or other third-party rights.
Some services depend on third-party infrastructure, registries, software, networks and service providers.
Their own terms, technical limitations and acceptable-use rules may apply.
We are responsible for selecting and managing our suppliers with reasonable care, but we are not responsible for failures caused entirely by third parties outside our reasonable control, subject to rights that cannot legally be excluded.
To the fullest extent permitted by law, our total liability arising from an affected service is limited to the fees paid for that service during the 12 months preceding the event giving rise to the claim.
We are not liable for indirect or consequential losses or for loss of profit, revenue, anticipated savings, business opportunity or goodwill, except where such liability cannot legally be excluded or limited.
Nothing in these Terms excludes or limits liability for:
Where the customer is acting for business purposes, the customer agrees to indemnify Matthew Grey trading as Go Red Robot Hosting against reasonable third-party claims, losses and costs arising from:
This section does not apply to the extent that the claim was caused by our own breach, negligence or unlawful conduct.
Personal information is handled in accordance with the Privacy Policy.
Each party must comply with the data-protection obligations that apply to its activities.
Where a customer processes personal information using our services, the customer remains responsible for determining the lawful purpose and basis for that processing unless agreed otherwise.
Neither party is responsible for delay or failure caused by events outside its reasonable control.
This may include natural disasters, widespread network failures, power-grid failures, war, civil disturbance, government action, labour disruption or major third-party infrastructure incidents.
This does not remove obligations that applicable law does not allow either party to exclude.
We may update these Terms where necessary to reflect:
Material changes affecting existing customers will be communicated by email or through the customer portal with reasonable notice.
Changes required urgently for legal or security reasons may take effect sooner.
These Terms are governed by the laws of England and Wales.
The courts of England and Wales have jurisdiction, except where a customer is entitled to mandatory protections or to bring proceedings in another jurisdiction under applicable consumer law.
Customers using the South African site retain any mandatory rights provided by applicable South African consumer law.
Questions about these Terms may be sent to:
Matthew Grey trading as Go Red Robot Hosting
Lytchett House
13 Freeland Park
Wareham Road
Poole
Dorset
BH16 6FA
United Kingdom
Email: support@goredrobot.com
Support Portal: Submit a Ticket