Is a deleted-file-retrieval fee waivable?
Whether a restore fee can be waived is set by billing policy, so it's a question for our team rather than a self-serve setting. Here's what to know and how to ask.
How restore fees work
A restore may carry a fee on entry (Budget) plans, while higher plans generally include restores. Whether a fee can be waived in your particular situation is a billing decision — so the best move is to open a ticket, explain your case, and let us tell you where you stand.
How to request a restore
- If you need files from a deleted server, open a ticket promptly and include the server's Console URL from your browser history (it contains the Server ID and old IP).
- Note that a restore may carry a fee on entry (Budget) plans; higher plans generally include restores.
- Ask whether a fee can be waived in your case — it's a billing decision, and we'll let you know.
Tip: Act fast — deleted-server backups are only kept for 30 days, so the sooner you open a ticket, the more likely we can help.
Frequently asked questions
What do you need to attempt a restore? The server's Console URL from your browser history — it contains the Server ID and old IP we need to locate it.
Is recovery guaranteed? Only within the retention window and while the data still exists. Outside that window, recovery isn't possible.
More in Account, Billing & Plans (panel-adjacent)
- If I upgrade or downgrade my plan, will it delete my files or change my IP?
- If I change server location/region, do I keep my files and database?
- How do I transfer files between my servers, or to another user?
- I'm having billing-page issues (adding funds fails, can't remove cart items, held balance)?
- Can I get a trial of a larger plan, or share my files with me on another plan?
- Do I turn the console/server off during a plan change?