Policy

Terms of Service

Version 1.0. Last updated 1 August 2026.

These Terms govern the web hosting, managed WordPress hosting, reseller hosting, domain and email services we provide (together, the Services). By ordering, accessing or using the Services you agree to be bound by them, together with the Acceptable Use Policy for your product, our Service Level Agreement and our Privacy Policy, each of which forms part of this agreement.

VPS and cloud compute services are covered by a separate VPS Hosting Terms of Service, because the way we bill, back up and support root-access infrastructure is genuinely different.

Hosting Me International House, London, EC1A 2BN Email: hello@hostingme.co.uk Phone: 020 8064 1728

Please read section 12 carefully. It limits our liability to you.

1. Definitions

Account means your customer account with us, accessed through our client portal.

Authorised User means anyone you permit to access the Services through your Account, including your staff, contractors and clients.

Business Customer means a customer entering into this agreement wholly or mainly for purposes relating to their trade, business, craft or profession.

Consumer means an individual entering into this agreement wholly or mainly outside their trade, business, craft or profession.

Customer Data means all data, files, code, databases, email and other content you or your Authorised Users upload to, store on or transmit through the Services.

Services means the web hosting, managed WordPress hosting, reseller hosting, domain registration, email and related services covered by these Terms, as set out in your order.

Upstream Provider means any third party infrastructure partner whose platform we rely on to deliver the Services, including datacentre operators and domain registries.

2. The agreement between us

2.1 Your order is an offer to buy the Services. The agreement forms when we send you confirmation that your Account is active, not when you place the order or when payment is taken.

2.2 We may refuse any order. If we refuse, we will refund any payment taken in full.

2.3 These Terms apply to the exclusion of any terms you seek to impose, including anything in a purchase order or your own standard terms.

2.4 Where the Services depend on an Upstream Provider, their technical limits also shape what we can offer you, and we build those limits into our own Acceptable Use Policies and Service Level Agreement so you never have to read a third party’s terms to know where you stand.

3. Your right to cancel, if you are a Consumer

3.1 If you are a Consumer you have a legal right to cancel within 14 days of the agreement forming, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You do not need to give a reason.

3.2 To cancel, email hello@hostingme.co.uk before the 14 days expire.

3.3 We will refund you within 14 days of being told, using the same payment method you used.

3.4 If you ask us to begin providing the Services during the 14 day period, and we do, you must pay for what you have received up to the point you cancel.

3.5 Domain registrations are different. Registration is immediate and cannot be undone. By ordering a domain you expressly request that we begin registration immediately and acknowledge that you lose your right to cancel that domain once it is registered. Your right to cancel the rest of your order is unaffected.

3.6 Nothing in these Terms affects your statutory rights. Our money back guarantee in clause 8 is offered in addition to those rights, not instead of them.

4. Domain names

4.1 Domains are registered through third party registrars and registries. Registration is subject to their terms, their availability checks and the relevant registry policies.

4.2 You must give accurate registrant information and keep it up to date. Inaccurate or incomplete details may lead to the domain being rejected, suspended or cancelled by the registry. We are not liable where that happens.

4.3 Once a domain is registered it is non-refundable, including where the registration is subsequently rejected for reasons outside our control.

4.4 Renewal is your responsibility. We send reminders as a courtesy at 30, 14 and 7 days before expiry, but we are not liable if a reminder is not delivered or not acted on.

4.5 Domains not renewed before expiry usually enter a grace period, after which they may be deleted or released for resale by the registry. Grace periods vary by top level domain and are set by the registry, not by us. Recovery after expiry may attract a registry redemption fee, which we will pass on to you at cost.

4.6 You are the registrant of any domain we register for you. On request, and provided your account is fully paid up, we will release the authorisation code so you can transfer the domain to another provider.

4.7 Free domain offer

4.7.1 Some hosting plans include one free domain registration in a specified set of top level domains. The domain remains free for as long as the hosting plan is active and paid for.

4.7.2 If you cancel the hosting plan within six months of registration, we may charge you the standard registration cost for that domain, which we will confirm before charging it.

4.7.3 If you choose a top level domain outside the included set, you pay the difference at our standard rate.

5. Hosting services

5.1 Hosting accounts are for operating websites and directly associated services. They are not general purpose file storage, backup repositories, media streaming platforms or file distribution networks.

5.2 Storage and resource allowances are set out in your plan description and in the Acceptable Use Policy for your product. Where a plan is described as unlimited or unmetered, that means we do not cap it at a fixed figure or bill by usage, not that it is without limit. Every plan is subject to fair use.

5.3 We may make reasonable changes to the technical delivery of the Services, including migrating you between servers, updating software and changing infrastructure partners. Where a change is materially detrimental to you, clause 16 applies.

6. Acceptable use

6.1 You must not use the Services for any unlawful purpose, or in any way that breaches the Acceptable Use Policy for your product, which forms part of this agreement:

6.2 You are responsible for all activity on your Account, including that of your Authorised Users, and for any unauthorised access gained through your Account or credentials. Keep your credentials secure and enable two factor authentication.

6.3 You are responsible for all Customer Data, including any third party software you install and any licensing obligations attached to it.

6.4 You must not carry out security testing against the Services or our infrastructure without our prior written consent.

7. Billing, payment and price changes

7.1 Invoices are issued monthly or annually in advance, depending on your plan. Payment is due on the invoice date.

7.2 Payments are processed by Stripe and PayPal. We do not store full card details.

7.3 Services renew automatically at the end of each billing period unless you cancel before the renewal date. You can cancel at any time through the client portal or by emailing us. Where you are a Consumer on an annual plan, we will remind you before each renewal.

7.4 We may change our prices. We will give you at least 30 days’ notice before a price change takes effect, and it will only apply from your next renewal. If you do not accept the new price, you may cancel before it takes effect without penalty.

7.5 All prices are exclusive of VAT unless stated otherwise.

7.6 Non-payment

Where an invoice remains unpaid, the following applies. We will contact you at each stage using the email address on your Account.

Stage	Timing	What happens
Reminder	Day 1 and day 7 after due date	Service continues. We ask you to pay
Suspension	Day 14 after due date	Your sites and email go offline. Data is retained in full
Final notice	Day 21 after due date	We write to confirm the deletion date and ask you to download anything you need before it
Termination	Day 45 after due date	The Account is terminated and Customer Data is deleted immediately

You may reactivate a suspended Account at any point before termination by paying the outstanding balance. Termination deletes your Customer Data straight away, so download anything you need during the suspension or final notice stages; once data is deleted at termination it cannot be recovered.

8. Money back guarantee and refunds

8.1 Web hosting, managed WordPress hosting and reseller hosting plans carry a 30 day money back guarantee. If you cancel within 30 days of your Account being activated, we will refund the fees you have paid. This is a contractual promise offered in addition to your statutory rights.

8.2 The guarantee does not apply to domain registrations, SSL certificates, migration fees, or any Account terminated by us for breach of these Terms. VPS and cloud compute services are not covered by this guarantee; see the VPS Hosting Terms of Service.

8.3 Where you cancel within six months and received a free domain, clause 4.7.2 applies and we may deduct the domain cost from your refund.

8.4 We do not refund partial billing periods on cancellation outside the guarantee period, except where we have terminated for our own convenience under clause 10.2 or where you cancel following a change under clause 16.

9. Suspension

9.1 We may suspend the Services immediately and without notice where:

your use presents a material risk to the security, stability or reputation of our network, our Upstream Providers or other customers
we reasonably believe your use is unlawful
an Upstream Provider requires it
payment is overdue, in accordance with clause 7.6

9.2 Where immediate suspension is not necessary to address the risk, we will give you reasonable notice and an opportunity to fix the problem first.

9.3 We will tell you why we have suspended and what you need to do to have the Services restored, unless we are legally prohibited from doing so.

9.4 Suspension does not relieve you of the obligation to pay.

10. Termination

10.1 You may terminate at any time, with effect from the end of your current billing period, through the client portal or by emailing us.

10.2 We may terminate for convenience by giving you 30 days’ notice, and will refund a pro rata portion of any prepaid fees.

10.3 Either party may terminate immediately if the other commits a material breach that is not remedied within 14 days of written notice, or becomes insolvent.

10.4 We may terminate immediately, without the cure period in clause 10.3, where you breach clause 6 in a way that is unlawful or that exposes us or our Upstream Providers to material risk.

10.5 Customer Data is deleted at the point of termination, so please download anything you need before then. Where termination follows non-payment, the final notice in clause 7.6 tells you the deletion date at least 24 days in advance. Where you terminate under clause 10.1, or we terminate under clause 10.2 or 10.3, we will confirm the termination date in advance so you have the same opportunity. Where we terminate immediately under clause 10.4, we are not able to give advance notice and data is deleted straight away. Backups are overwritten on their normal cycle within a further 30 days of deletion.

11. Backups

11.1 We take rolling backups on a 30 day cycle as a standard feature of your plan, and you can restore a whole account or an individual file yourself from your control panel.

11.2 Those backups are provided on a best efforts basis. We do not guarantee that a given backup will be complete, uncorrupted or restorable in every circumstance, and they do not replace an independent backup of your own.

11.3 You are responsible for maintaining your own independent backups of anything you cannot afford to lose. We strongly recommend you do, particularly before making significant changes to your site.

11.4 Where our own backup fails and we cannot restore your data as a result, our liability is limited as set out in clause 12.

12. Liability

12.1 Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited or excluded.

12.2 If you are a Consumer, nothing in these Terms limits or excludes our liability under the Consumer Rights Act 2015, including the requirement that the Services be provided with reasonable care and skill. Clauses 12.3 and 12.4 do not apply to you.

12.3 Subject to clause 12.1, and where you are a Business Customer, we are not liable for loss of profit, loss of revenue, loss of business, loss of anticipated savings, loss of goodwill, or any indirect or consequential loss, however arising.

12.4 Subject to clauses 12.1 and 12.2, our total liability to you in any 12 month period, whether in contract, tort including negligence, breach of statutory duty or otherwise, is limited to the total fees you paid us in the 12 months before the event giving rise to the claim.

12.5 We are not liable for loss or corruption of Customer Data where you have not maintained your own backups as required by clause 11.3, to the extent the loss would have been avoided had you done so.

12.6 Neither party is liable for failure to perform caused by events outside its reasonable control, including power failure, internet outage, failure of an Upstream Provider, cyber attack, industrial action, war, or act of government. If such an event lasts more than 30 days, either party may terminate without penalty.

13. Indemnity

If you are a Business Customer, you will indemnify us against all claims, damages, losses and reasonable costs arising from your breach of clause 6, from Customer Data, or from any third party claim that Customer Data infringes their rights. We will tell you promptly of any such claim, not admit liability without your consent, and let you control the defence at your cost.

This clause does not apply if you are a Consumer.

14. Intellectual property

14.1 You own your Customer Data. We claim no rights in it beyond the licence in clause 14.2.

14.2 You grant us a non-exclusive licence to host, copy, transmit and display Customer Data to the extent necessary to provide the Services.

14.3 We own all intellectual property in our platform, control panels, documentation, branding and any tooling we provide. Nothing in these Terms transfers it to you.

15. Data protection

15.1 Each party will comply with applicable data protection law, including UK GDPR and the Data Protection Act 2018.

15.2 Where we process personal data on your behalf as part of the Services, you are the controller and we are the processor. Our Data Processing Agreement governs that processing and forms part of this agreement. It satisfies the requirements of Article 28 UK GDPR.

15.3 Our Privacy Policy explains how we handle personal data where we are the controller, including your own contact and billing details.

16. Changes to these Terms

16.1 We may change these Terms or any Acceptable Use Policy.

16.2 We will give you at least 30 days’ notice by email before a change takes effect, unless the change is required by law or is needed urgently to address a security risk, in which case we will give as much notice as we reasonably can.

16.3 If a change is materially detrimental to you, you may terminate without penalty before it takes effect, and we will refund a pro rata portion of any prepaid fees.

16.4 Continuing to use the Services after a change takes effect means you accept it.

17. Service levels

We target 99.99% monthly uptime across web hosting, managed WordPress hosting and reseller hosting, backed by service credits. The full detail, including what counts as downtime, exclusions and how to claim a credit, is in our Service Level Agreement, which forms part of this agreement.

18. General

18.1 Notices. Notices to you go to the email address on your Account. Notices to us go to hello@hostingme.co.uk. Email notices are treated as received the next working day.

18.2 Assignment. You may not assign or transfer this agreement without our written consent. We may assign it to a purchaser of our business, and will tell you if we do.

18.3 Third party rights. Nobody other than you and us has any right to enforce this agreement under the Contracts (Rights of Third Parties) Act 1999.

18.4 Severability. If any provision is found unenforceable, the rest continues in force.

18.5 Waiver. A delay in enforcing a right is not a waiver of it.

18.6 Entire agreement. This agreement, together with the relevant Acceptable Use Policy, Service Level Agreement, Data Processing Agreement and Privacy Policy, is the whole agreement between us and replaces anything said or written beforehand. This does not limit liability for fraudulent misrepresentation.

18.7 Complaints. If something goes wrong, email hello@hostingme.co.uk. We aim to acknowledge within 1 working day and resolve within 5 working days.

18.8 Governing law. This agreement is governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If you are a Consumer resident in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

Questions about this policy? Email hello@hostingme.co.uk and we'll help.