Terms & Policies

Using our website

Access to and use of the Web Hosting Cymru website is subject to these terms. By accessing, browsing or using any part of the website, you accept these terms. If you do not agree, you should stop using the website.

You must not use the website in a way that:

• Introduces viruses, Trojans, worms, logic bombs or other malicious or harmful material
• Attempts to gain unauthorised access to the website, server, systems or connected services
• Infringes intellectual property rights, privacy rights or confidentiality rights
• Is fraudulent, criminal, unlawful or in breach of any applicable law or regulation
• Misrepresents facts or impersonates another person or organisation
• Is defamatory, discriminatory, offensive, threatening, hateful, pornographic, obscene, malicious or abusive
• Interferes with the proper operation, security or availability of the website
• Conflicts with these terms, our Privacy Policy, Cookies Policy or Acceptable Use Policy

Content submitted to the website

Any information or material submitted to the website, including through forms, support requests or enquiries, must be accurate, lawful and not misleading. Where you provide information to us, you confirm that you have the right to provide it.

Availability, accuracy and security

The website is made available free of charge. Content on the website is for general information only and does not amount to legal, technical, financial or professional advice. We may update, suspend, withdraw or restrict access to the website at any time without notice. We do not guarantee that the website will always be available, uninterrupted, secure or free from bugs or viruses.

Website liability

We accept liability only where it cannot lawfully be excluded, including death or personal injury caused by our negligence and fraudulent misrepresentation. Subject to that, we exclude all conditions, warranties and other terms that may otherwise apply to the website. We are not liable for indirect or consequential loss arising out of use of, inability to use, or reliance on the website.

Intellectual property

We or our licensors own all intellectual property rights in the website and all materials on it. You may use and print limited extracts for your own internal, personal and private use only. You must not reproduce, republish, broadcast, transmit, modify or otherwise exploit website content without our prior written permission.

Third-party links and linking to us

We are not responsible for third-party websites linked from this website. You must not frame this website without our written consent. We may permit a link to our homepage, provided it is fair, lawful and does not damage our reputation. We may withdraw that permission at any time without notice.

Using our services

These terms govern the hosting and related services we provide. By ordering, paying for, renewing or using our services, you agree to these terms.

Services we provide

Our services may include shared hosting, WordPress hosting, email hosting, domain registration, reseller hosting, migrations, website support and related digital solutions. The exact services provided to you will depend on the package, order, invoice or written agreement in place.

Service changes

We may update, improve, suspend, restrict or discontinue any part of our services where reasonably necessary for security, maintenance, legal compliance, operational reasons or changes to third-party suppliers. Where practical, we will give reasonable notice of material changes.

Account registration and security

You must provide accurate and complete information when registering for services. You are responsible for keeping your login credentials confidential and for all activity carried out through your account, control panel, email accounts, website admin areas and billing portal.

Your responsibilities

• You are responsible for the legality, accuracy and safety of all content hosted under your account
• You are responsible for keeping websites, plugins, themes, scripts and applications updated
• You are responsible for maintaining secure passwords and limiting access to trusted users
• You are responsible for keeping your contact and billing information up to date
• You are responsible for maintaining your own backups unless we expressly agree otherwise in writing

Payments and billing

• Fees are payable in advance on a monthly, annual or agreed billing cycle
• Services may automatically renew unless cancelled in accordance with these terms or the relevant service agreement
• Failure to make payment may result in suspension, restriction or termination of services
• We may charge reasonable administration or recovery costs for overdue accounts where permitted by law
• Domain registration fees, renewal fees, setup fees, migration fees and third-party costs are non-refundable unless otherwise stated in writing
• Refunds are not provided for unused time where a service is cancelled part way through a billing period unless we agree otherwise in writing

Chargebacks and payment disputes

If you raise a chargeback or payment dispute without first contacting us to resolve the issue, we may suspend the affected services while the dispute is investigated. You remain responsible for any legitimate fees due.

Service availability

We aim to provide reliable hosting services and, where stated, may aim for 99.9% uptime. Unless a separate written service level agreement applies, uptime targets are not a guarantee and do not create an automatic right to compensation. Availability may be affected by scheduled maintenance, emergency maintenance, software faults, security events, DDoS attacks, upstream provider outages, force majeure events or issues outside our reasonable control.

Backups and data

You remain responsible for your own data and backups. While we may provide backup facilities, backup tools or server-level backup systems, we do not guarantee the availability, completeness, frequency or recoverability of any backup. You should keep independent copies of important website files, databases and emails.

Security

We take reasonable steps to protect our systems and services. However, you are responsible for securing your websites, scripts, applications, email accounts and login credentials. We are not liable for unauthorised access caused by weak passwords, compromised devices, outdated software, insecure plugins, user negligence or third-party vulnerabilities outside our control.

Support

Support is provided through the channels we make available. We will take reasonable steps to respond to support requests, but response times may vary depending on priority, complexity and business hours. Support does not include custom development, website rebuilds, malware cleanup, third-party software debugging or advanced configuration unless expressly included in your package or agreed separately.

Suspension and termination

We may suspend, restrict or terminate services if you fail to pay, breach these terms, breach our Acceptable Use Policy, create a security risk, misuse resources, provide false information, or where we are required to do so by law, a regulator, registry, registrar, payment provider, upstream provider or competent authority.

You may cancel services by giving written notice through the appropriate support or billing channel. Cancellation does not remove your responsibility to pay any fees already due.

Liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. Subject to that, to the maximum extent permitted by law, we are not liable for loss of data, revenue, business, profits, goodwill, reputation, opportunity, contracts or any indirect or consequential loss. Our total liability to you is limited to the total fees paid by you to us for the affected service in the preceding 12 months.

Website, email and domain migration

We may offer free or paid migration services, which can include moving website files, databases, email accounts, DNS records and in some cases domain configuration. Migration work is carried out on a reasonable-efforts basis.

Important migration conditions

• Migration timescales vary depending on the complexity, size and condition of the existing setup
• You are responsible for ensuring your own backups are in place before migration begins
• You must provide accurate access details and confirm you have permission to move the relevant website, email or domain
• We will take reasonable care during migration, but we do not guarantee uninterrupted service during the process
• Email migrations may not preserve all historic mail, folder structures, contacts, calendars, filters or settings
• DNS changes can take time to propagate and may temporarily affect website or email availability
• Migration, setup and related service fees are non-refundable once work has begun unless we agree otherwise in writing

Domain names

Domain registration, renewal and transfer services are subject to the rules, policies and availability decisions of the relevant registry, registrar and naming authority. We act as an intermediary for domain services and cannot guarantee that any requested domain will be available, accepted, renewed or transferred.

Your responsibilities

• Ensuring domain registration information is accurate and kept up to date
• Renewing domains before expiry where auto-renewal is not active or payment has failed
• Checking that the domain you register does not infringe the rights of a third party
• Monitoring renewal reminders, invoices and contact emails
• Complying with the relevant registry and registrar terms

Domain fees and refunds

Domain registration and renewal fees are generally non-refundable once submitted to the registrar or registry. If a domain expires, enters redemption, is suspended, is deleted or becomes available to another party due to non-payment or inaccurate contact information, we are not responsible for any resulting loss.

We are not responsible for loss of a domain caused by failure to renew, failed payment, incorrect contact details, registry action, registrar action, policy enforcement, third-party dispute, customer error or matters outside our reasonable control.

Using our platform responsibly

You may not use our website, hosting, email, domain or related services for unlawful, harmful, abusive or disruptive purposes. This includes, without limitation:

• Hosting, distributing or linking to malware, ransomware, phishing pages, botnets or malicious code
• Sending spam, unsolicited bulk email or misleading communications
• Operating mail services in a way that causes blacklisting or reputational harm to our systems
• Hosting illegal, exploitative, abusive, hateful, threatening, defamatory or rights-infringing content
• Hosting content that promotes fraud, scams, credential theft or financial deception
• Infringing copyright, trade marks, privacy rights, confidentiality rights or other third-party rights
• Attempting to gain unauthorised access to systems, accounts, servers or networks
• Scanning, probing, attacking, overloading or disrupting systems without permission
• Using excessive server resources in a way that negatively affects other customers or platform stability
• Running insecure, outdated or compromised software that creates a risk to our systems or other users

Resource usage

Shared hosting resources must be used fairly. We may restrict, throttle, suspend or require an upgrade where usage negatively affects server performance, security, deliverability or other customers.

Enforcement

We reserve the right to suspend, restrict, remove content or terminate any account that breaches this policy, with or without notice, depending on the severity of the issue. We may also cooperate with law enforcement, regulators, registries, registrars, payment providers and upstream providers where legally required or reasonably necessary.

How we use personal data

We collect and process personal data where necessary to provide services, operate accounts, respond to enquiries, process payments, deliver support, maintain security and comply with legal obligations.

Data we may collect

• Name, address, email address and telephone number
• Account, billing and transaction information
• Domain registration information
• Support messages and technical service information
• Technical usage information relating to our website and services
• IP addresses, login activity and security logs

Controller and processor roles

For account, billing, support and business administration data, we normally act as data controller. For website files, databases, email content and other customer-hosted data processed through our hosting services, we normally act as data processor on behalf of the customer.

We process data in line with UK GDPR and the Data Protection Act 2018. Full privacy details are set out in our dedicated Privacy Policy page.

Cookies on our website

Our website may use cookies and similar technologies to improve functionality, remember preferences, measure performance, support analytics and help protect the website from misuse.

• Essential cookies help core website functions work correctly
• Analytics cookies help us understand how users interact with the website
• Security cookies may help protect forms, logins and website functionality
• Third-party cookies may be set by services integrated into the website

You can usually control cookies through your browser settings. Full details should be provided in a dedicated Cookies Policy.

Updates and legal jurisdiction

We may update these terms and policies from time to time. Any updated version posted on our website will take effect from the date it is published. Continued use of our website or services after that date constitutes acceptance of the updated terms.

Severability

If any part of these terms is found to be invalid, unlawful or unenforceable, the remaining sections will continue to apply.

No waiver

If we do not enforce a right immediately, this does not prevent us from enforcing that right later.

Governing law

These terms are governed by the laws of England and Wales. Any dispute or claim arising out of or in connection with these terms shall be subject to the jurisdiction of the courts of England and Wales, except where mandatory law requires otherwise.