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Service Specific Terms
Last updated: 12 September 2026
These terms add operational detail to our Terms of Service and form part of that agreement.
1. Plans and resources
1.1 Each plan comes with a set amount of compute, memory, storage, and email sending, shown at our pricing page and in the Portal. Current plans:
| Plan | Price / month | Memory | vCPU | Storage | Store email / month |
|---|---|---|---|---|---|
| Growth | €99 | 12 GB | 3 | 75 GB | up to 20,000 |
| Growth Plus | €199 | 22 GB | 6 | 75 GB | up to 40,000 |
| Business | €299 | 32 GB | 8 | 75 GB | up to 60,000 |
1.2 If your Store consistently needs more than your plan provides, we'll help you find the right plan. If usage threatens platform stability or other customers, we may act as described in the Terms of Service §16 and the Acceptable Use Policy.
1.3 Changing plan. You can upgrade or downgrade in the Portal. Upgrades apply immediately (with pro-rata billing); the storage available on a plan may set a floor on downgrades — the Portal will tell you if a change isn't available for your Store, and any move that increases storage is a one-way step we'll ask you to confirm.
2. Backups and restore
2.1 We take automated backups of your Store on a regular schedule (currently a full backup of your Store each day). We keep backups on a rolling schedule so you can restore to a range of earlier points — more frequent restore points from the last few days, a daily restore point for the past two weeks, and weekly and monthly restore points going back up to around three months. (These are the current windows and may change.)
2.2 You can restore your Store from the Portal. Two options are available: a standard restore (your Store's files and database), and a restore that also includes your media/images. Restoring is how you roll back to an earlier point within the retention window.
2.3 Backups help you recover, but they are not a substitute for your own copy. Please use the Export tools (§4) to keep your own backups, especially before major changes.
2.4 We aim to make restores quick and complete, but — consistent with the Terms of Service §7 and §18 — we don't guarantee a specific recovery time or that every backup will be usable, and we're not liable for loss of data. (We deliberately don't commit to fixed recovery-time or recovery-point figures; where you need contractual recovery guarantees, contact us about a bespoke arrangement.)
3. Availability
3.1 We strive to keep your Store available and use reasonable efforts to maximise uptime and run the platform reliably. We monitor the platform continuously and work to resolve issues quickly.
3.2 We don't offer a guaranteed uptime service level, and availability isn't warranted (Terms of Service §9 and §18). Availability naturally excludes scheduled maintenance, maintenance in your maintenance window, Beta features, suspension, and anything caused by Your Content, your code or configuration, third-party services, or events outside our reasonable control.
4. Data export and import
4.1 The Portal provides export tools so you can download your data — including your database, your store code, and your media — at any time. Use these to keep your own copies.
4.2 The Portal also provides an import tool to overwrite an existing Store with data you upload. Import is destructive — it replaces your current Store — so we take a forced backup first and ask you to confirm before it runs. You're responsible for the data you import and for providing anything needed to make it work (such as the correct encryption key).
5. Maintenance and upgrades
5.1 Maintenance window. Your Store has a maintenance window you can set in the Portal (default 02:00–04:00 UTC). Routine maintenance and customer-initiated changes that carry downtime happen in this window where possible.
5.2 Magento patch upgrades. You can apply patch-level Magento upgrades to your Store from the Portal. These run in your maintenance window, take a backup first, and won't proceed if that backup can't be taken. Larger (minor/major) version upgrades are handled by us.
5.3 Notice. We use reasonable efforts to give advance notice of planned maintenance that will affect you, except where maintenance is urgent (e.g. security).
6. Account end and data deletion (grace period)
6.1 After your account is cancelled, suspended, or otherwise ends, we keep your Store and its backups for a grace period — currently 30 days (and 90 days where the account was suspended for non-payment) — so you can reactivate or export your data.
6.2 When the grace period ends, we delete your Store and its backups, except where the law requires us to keep something. Export your data before the grace period ends (§4). This aligns with the deletion obligations in the Data Processing Agreement.
7. Support
7.1 We provide support for the MyShopCarts platform by email at [email protected] and through the Portal, and we aim to respond promptly. We'll help with issues relating to the hosting platform and the features we provide.
7.2 Support doesn't include building or debugging your Store's custom code, themes, or third-party extensions, or work outside the platform we manage — though we'll always try to point you in the right direction.