Legal notices & which inbox to use

• —Formal notices, disputes and anything you need on the record
• —Copyright, trade mark or other IP complaints and counter-notices
• —Court orders, law-enforcement and regulator requests
• —Contract, DPA and sub-processor questions
• —Notice of termination for cause under the Terms

Not for password resets, invoices or bug reports — those get routed and lose a day.

Response time: Acknowledged within 5 working days. Substantive reply within 10 working days; urgent court or law-enforcement matters are handled on receipt.

• —Something is broken, slow or looks wrong on your site
• —Help with the builder, templates, domains, email or bookings
• —Account access and sign-in problems
• —Feature questions and how-do-I

Not for refunds or card disputes (billing@) and not for legal notices (legal@).

Response time: First reply within 1 working day, Monday to Friday. Site-down issues are picked up the same day.

• —Invoices, VAT details and receipts
• —Refund requests under the refund policy
• —Failed payments, plan changes and cancellations
• —Anything about the €250 bespoke build order

Card statement queries are quicker with your bank if you don't recognise the payment line.

Response time: First reply within 2 working days. Refunds decided within 5 working days and paid back to the original method.

• —Access, correction, erasure, portability, restriction or objection requests
• —Withdrawing consent
• —Questions about how we use your data or about a personal-data breach

Faster: use the data request form so you get a reference number automatically.

Response time: Acknowledged within 5 working days, completed within one month (extendable to three for complex requests, with reasons).

• —A site built with Urlifly that is fraudulent, phishing, spam or illegal
• —Harassment, hate or sexually exploitative content
• —Impersonation of a business or person

Include the exact URL and a short description — reports without a URL can't be actioned.

Response time: Triaged within 1 working day. Clear-cut phishing and fraud are taken down on sight.

• —Vulnerability reports (see /.well-known/security.txt)
• —Suspected compromise of an account or of the platform

Please don't run automated scans against customer sites or access other people's data.

Response time: Acknowledged within 3 working days, with a status update at least every 14 days until it's closed.