Specific email terms

1. Purpose and service options

1.1. These terms govern Business Email and email included in WordPress Cloud Hosting (WCH), Business Cloud Hosting (BCH) and WebMonster Managed. They supplement the General terms and conditions, the order and features communicated at purchase.

1.2. The service allows sending, receiving and storing email through purchased mailboxes and included tools such as webmail, email-app access, aliases, forwarding and automatic replies. Account numbers, domains and storage are those of the purchased plan.

1.3. In WCH, BCH and Managed, accounts may be created only for domains of websites hosted within the plan. To use email with another domain, its website must be added to a compatible plan, or Business Email purchased for that domain. The domain need not be registered with WebMonster.

1.4. Complimentary static hosting in Business Email is governed by section 9 of the Specific hosting terms. Its files use the email plan’s storage and are included in its backups. PHP and databases are not included.

2. Permitted use

2.1. The service is intended for users’ ordinary personal, business or professional correspondence. It also provides an SMTP relay for transactional messages and notifications from web applications hosted with WebMonster, such as order confirmations, form notifications or password resets.

2.2. WebMonster SMTP may not send messages from web applications hosted with other providers. This restriction does not prevent access to mailboxes through email apps installed on the Customer’s devices.

2.3. Using the service for spam, newsletters, email marketing campaigns or bulk sending is prohibited, even with recipients’ permission. Staying within sending limits does not authorise those uses. General-term usage rules and prohibitions also apply.

2.4. Impersonation, deceptive falsification of senders or headers, malware distribution, fraudulent credential collection and use of accounts to harm other systems are prohibited. The Customer must be authorised to use configured senders and domains.

3. Sending limits

3.1. Ordinary email is limited to two hundred messages per mailbox per hour, without the monthly threshold for relay in the following section. Once the hourly limit is reached, additional messages are rejected. The Customer must resend them when capacity is available; rejection does not mean WebMonster keeps them queued for sending.

3.2. Each website has one SMTP relay account for transactional messages and notifications. The relay is limited to two hundred messages per website per hour, rejecting additional messages, and has an indicative threshold of twelve thousand messages per website per month. Exceeding the monthly threshold does not, by itself, trigger automatic blocking or extra charges. WebMonster may contact the Customer to review use and consider other sending solutions. A paid alternative requires prior acceptance. The monthly threshold does not apply to ordinary mailbox email.

3.3. These limits do not prevent action against spam, compromised accounts or specific service risks under section 5 and the general terms. Artificially dividing sending across mailboxes to evade limits or carry out prohibited uses is not permitted.

4. Storage and mailbox quotas

4.1. Plan storage is shared between its mailboxes and other subscription components. In WCH, BCH and Managed, it forms part of purchased hosting storage; Business Email’s complimentary static hosting files also use its allowance. Backups in the included backup system do not count towards plan storage.

4.2. The Customer may assign each mailbox a quota and increase it within plan capacity. Reaching that quota may stop the mailbox storing new messages even if subscription storage remains available. Increasing an individual quota does not increase the total purchased storage.

4.3. WebMonster’s usage alerts concern the subscription as a whole. No specific full-mailbox alerts are sent. The Customer must review assigned quotas and available account storage.

4.4. Total standalone email storage operates as a soft limit: slightly exceeding purchased capacity does not itself trigger automatic suspension. WebMonster may request reduced usage or propose an upgrade, under the notices and measures in the general terms. Email included with hosting follows the hosting plan’s limits and procedure for bringing usage within them.

4.5. The entry-level email plan requires moving to a higher plan to increase storage. Storage add-ons are available on higher plans that support them. No paid upgrade is applied without the Customer’s acceptance.

5. Security, filtering and delivery

5.1. The service includes automated spam and threat filters with configurable spam filtering, greylisting and rejection options. Depending on configuration, a message may be classified as spam, temporarily delayed or rejected before delivery. Filters may produce false positives and do not guarantee detection of all malicious messages.

5.2. The Customer may ask support to review a block or classification they consider incorrect. WebMonster will review the incident and configuration options within the service’s scope, without guaranteeing recovery of a message never stored.

5.3. Where there are indications of a compromised account, spam or a platform risk, WebMonster may temporarily restrict affected sending or access and require measures such as changing credentials or fixing the responsible application. Measures will be proportionate, communicated to the Customer and reviewed once the cause is corrected. Complaints and other action are governed by the general terms.

5.4. The Customer must protect credentials, keep devices and applications secure and report unauthorised access they detect. These obligations do not replace WebMonster’s security duties.

5.5. Acceptance by the outgoing server does not guarantee delivery to the recipient’s inbox. Recipient-server filters, restrictions or incidents may intervene. WebMonster will address incidents within its service; it does not guarantee third parties’ acceptance of all messages or include advanced deliverability consulting.

5.6. The domain and DNS records must remain correctly configured for email. Where DNS is managed outside WebMonster, the Customer must apply supplied configuration instructions or authorise someone able to do so. Incorrect changes may prevent sending or receiving.

6. Backups and restoration

6.1. Business Email includes automatic backups every twelve hours, kept for thirty days, at no extra cost. Email included with WCH, BCH and Managed follows its hosting backup frequencies and periods under section 6 of the Specific hosting terms. Backups cover messages stored with WebMonster, not data held only on Customer devices or with other providers.

6.2. The Customer may restore available backups through the control panel and request ordinary assistance at no extra cost. WebMonster schedules backups and makes reasonable efforts to ensure completion and restorability, but occasional creation, retention or recovery failures may occur. Recovery of every item in every circumstance is not guaranteed.

6.3. Restoration affects all email in the selected mailbox, replacing its current contents with the chosen backup’s state without altering other mailboxes. Selective restoration of individual messages is not available. Messages after the backup are removed from the restored mailbox. For example, restoring a two-hour-old backup loses messages received in that mailbox since the backup.

6.4. For these reasons, restoration is intended for general loss of mailbox contents and is not recommended to recover just one message. Before proceeding, the Customer must check the date, selected mailbox and data they need to retain. If WebMonster restores at the Customer’s request, it will explain the effects before proceeding.

6.5. Keeping an independent copy of important information is recommended. Retention periods run from each backup and do not guarantee recoverable copies after mailbox deletion or cancellation, without prejudice to recovery rights under section 9.

7. Incoming migration and support

7.1. Ordinary migration of messages and folders from the previous provider to mailboxes included in the plan is included. The Customer must hold the necessary authorisations and provide access to the source email. Migration must fit the purchased capacity and features.

7.2. Included migration does not cover contacts, calendars, tasks or import or repair of local email-app files. WebMonster may assess that work separately. Additional paid work requires prior acceptance of scope and price.

7.3. The Customer must keep the source service and access active until migration checks are complete. WebMonster will coordinate necessary changes and explain precautions to reduce interruptions or message loss during migration. Migration does not itself cancel the previous provider’s service.

7.4. Support includes WebMonster email enquiries and incidents, necessary connection details and reasonable help setting up common email apps. It does not include unlimited support for third-party devices, software or systems or guarantee resolution of all their incompatibilities. Service-specific issues will be distinguished from additional work that may be quoted.

8. Cancellation and mailbox deletion

8.1. Subscription cancellation should preferably be requested through the customer area. Submitting the form is enough to disable renewal, without manual approval or a second step. The Customer may choose immediate cancellation or cancellation at the end of the purchased period; a reason is optional. Requests may also be sent to [email protected] or through support, with the manual-processing deadlines and effects in section 7.2 of the general terms. WebMonster will confirm the request and effective date.

8.2. Cancellation scope and deletion date will be explained before confirmation. With immediate cancellation, the Customer requests and accepts deletion of included email when cancellation is executed. With end-of-period cancellation, email remains available until that date and is then deleted without renewal. Applicable section 9 recovery rights will be respected.

8.3. Deleting a mailbox through the control panel immediately deletes its contents without cancelling the subscription. The operation must be confirmed with information about its scope, allowing the Customer to keep needed data. Later recovery may not be possible.

8.4. If cancellation has not been requested and the renewal invoice remains unpaid for thirty calendar days after its due date, WebMonster cancels the subscription and deletes included email after the general-term notices. Service may be suspended during that period under those terms.

8.5. Email included in WCH, BCH or Managed ends with its associated subscription unless continuation under another service is purchased. Cancelling one service does not cancel other independent subscriptions.

8.6. If a usable copy remains after deletion, exceptional recovery may be assessed and quoted in advance without guaranteeing feasibility. This does not turn included restorations or data WebMonster must provide into paid extras. Residual copies will be deleted under the data processing agreement and applicable legal periods.

9. Data access and switching provider

9.1. The Customer can access messages and folders through the available email interfaces and DNS records managed by WebMonster through the control panel. They may obtain copies and transfer that data. Other Customer data whose delivery is legally required will also be provided.

9.2. The rules in section 11 of the Specific hosting terms are incorporated for assistance, transition and recovery periods, termination through switching, subsequent deletion and exit costs, applied to email and its data even when purchased independently. Cancellation with deletion and mailbox deletion are governed by section 8 of this document, respecting legally required recovery periods.

10. SLA, guarantee and data protection

10.1. Availability and compensation are governed by the Service level agreement. Liability and contractual changes are governed by the general terms.

10.2. Business Email carries a commercial money-back guarantee for thirty calendar days from initial activation, under the scope and procedure in section 10 of the general terms. Where email forms part of WCH or BCH, the guarantee for the purchased package applies under the general terms, without a separate email-component refund. Statutory withdrawal rights and other applicable refunds remain unaffected.

10.3. Processing on the Customer’s behalf is governed by the Personal data processing agreement. Personnel access to messages and other data is limited to work necessary to provide the service, follow instructions, manage security or meet legal obligations, subject to confidentiality.