1 About this document
This is a public offer — a proposal to enter into a hosting services agreement on the terms set out below. It is the same for everyone: there is no separate contract to sign.
The agreement takes effect the moment you pay an invoice for a service. From then on the terms below bind both sides.
We are the provider, you are the customer. That is how we will refer to each other from here on.
2 What we do
We provide space on a server for your site, access to it and support. How much space, how many domains and how many databases you get depends on the plan you choose — it is set out on the plans page and repeated in your account.
We are not the developer of your site and are not responsible for its content. If you need development or changes, that is a separate arrangement.
3 How to order and when it starts working
You place an order in your account. You pick a plan, name the domain and add any requests you have.
A person sets the service up, not a machine. So the launch time is up to 24 hours after payment. It usually happens sooner, but this is the promise we undertake to keep, weekends included.
We move your site from another host ourselves and free of charge, where that is technically possible. If something will not move without rework, we say so before you pay, not after.
4 Price and payment
Prices are listed on the plans page. Payment is in advance, for the billing period.
The invoice appears in your account, under Billing. The whole payment history lives there too.
Loyalty discounts are applied automatically and show as their own line on the invoice: more than two years with us — 15%, more than five — 25%. Discounts do not stack: the larger one replaces the smaller. Time is counted from the day your account was opened.
If your site was built by our Web-Squad team, the first year of hosting costs nothing.
We may change prices, but not in the middle of a period you have already paid for. We give at least thirty days notice by email, and the change applies from the next period.
5 Term and renewal
A service runs for the period you have paid for. The term of each service is visible in your account.
14 days before the term ends, the service goes into our team’s queue and someone gets in touch. Your site is not switched off in silence the minute the period runs out.
If payment does not arrive, we first suspend the service and keep the data for another thirty days. During that time paying restores everything. After that we delete it.
6 Cancellation and refunds
You may cancel a service within 14 days of payment and get your money back. You do not have to give a reason — a message to support from your account is enough.
After that we refund the unused part of the paid period, counted by the day.
The cost of domain names is not refundable: a domain is registered in your name with an outside registrar, and that money does not come to us. Payment is also not refunded if the service was ended because the acceptable use rules were broken.
We refund by the same means we were paid, within fourteen days of your request.
7 What we promise
- To keep the service available and to start on any outage as soon as we learn of it.
- To make backups every day and keep them for 28 days.
- To answer support requests around the clock — with a real person, not a set of canned replies.
- To warn you in advance about work that may affect your site.
- Not to pass your data to anyone except in the cases described in the privacy policy.
8 What we ask of you
- Follow the acceptable use rules.
- Keep the contact details in your account current — that is where invoices and warnings go.
- Do not give account access to outsiders, and keep your password safe.
- Keep your own copy of the site. Our backups are a safety net, not the only place your data lives.
- Pay on time.
9 Limits of liability
We are responsible for the availability of the service, but not for the content of your site, not for third-party code running on it, and not for the consequences of changes you make yourself.
Liability is limited to the amount you paid for the service in the last billing period. We do not compensate indirect losses — lost profit, reputational damage and the like.
We are not liable for outages caused by circumstances beyond our control: failures of backbone networks, actions of the infrastructure provider, hostilities, blackouts, decisions of public authorities. This does not release us from the duty to restore the service or to refund the money for the downtime.
10 Personal data
What data we collect, why, and how long we keep it is described in the privacy policy. It forms part of this agreement.
11 Changes and disputes
We may change this document. A new version is published on this page with its date. If the changes are substantial, we give thirty days notice by email.
We try to settle disputes by correspondence first: write to support and we will answer. If that does not work, the dispute is resolved under the law of the country where the provider is registered.