Terms and Conditions for both online and offline subscription services of Web Hosting Solutions Ltd revised on April 1st 2017 to include our listed online subscription of online cloud hosting services and products.
Cloudpiper.co.uk which provides data backup and storage solutions.
The General Terms and Conditions along with the service specific Terms and Conditions, the Acceptable User Policy and any information relating to the service and package purchased from Web Hosting Solutions Ltd form the Agreement between Us. Where these General Terms and Conditions are inconsistent with any terms set out with our sub companies, specific Terms and Conditions, the Service specific Terms and Conditions shall prevail.
By signing up for the services you warrant that you are at least 18 years old and legally capable of entering into a binding contract; or acting with the express permission and using the payment details of a person or organisation who in turn is agreeing to be bound by the terms of this contract.
By being a client of Web Hosting Solutions Ltd which advertise their services on https://www.cloudpiper.co.uk that you accept these Terms and Conditions from either an online package order sign up or offline via the telephone, e-mail order or through a tendering contract or advert from an online media source, Facebook, Twitter, Google, Bing or other such advertising source listing of our services. Any payment or renewal of a paid service confirms you have entered an agreement with Web Hosting Solutions Ltd and the client has accepted and read the Terms and Conditions. It is the client’s responsibility to read all terms of the contract before any 1st payment or payment renewals of a service in line with any revisions of service.
1.1 “Agreement” means any agreement to which these Terms and Conditions are incorporated.
1.2 “Cloudpiper.co.uk URL for Web Hosting Solutions Ltd, 12a Greenhill St, Dept 106, CV376LF, England, UK.
1.3 “Package” means a collection of Services.
1.4 “Pay As You Go” means no minimum term commitment monthly payment option.
1.5 “Prices” means the Prices for services set out in order form or as otherwise notified to you.
1.6 “Services” means the Services to be provided by Web hosting solutions Ltd
1.7 “You/ Your” means the person or Company who purchased Services from WHS Ltd
1.8 “We/Our” means Web hosting solutions Ltd (WHS Ltd)
1.9 “Customer” means the person or Company who purchased Services from WHS Ltd
2.0 “WHS Ltd” (Abbreviation for Web Hosting Solutions Ltd) Our Umbrella company
- Duration and Renewal of Services for web hosting and not iPiper cloud storage.
2.1 Services for which payment is required on a monthly basis are available for fixed12 month, minimum contract period unless stated as a trial period or promotion. Unless specifically stated to the contrary in the details of the Service or Package you purchase, the minimum contract term on all packages shall be 12 months from the date of signing up with a 1 month cancellation policy before the registered renewal date of any agreement to cover costs of license.
2.3 When Entering into a new contract as a consumer (not in the course of conducting business) the Consumer Protection (Distance Selling) Regulations 2000 allows you to cancel the Contract at any time within seven working days, beginning on the day after you receive written confirmation of our acceptance of your order. However, by placing your order for the Services, you agree to us commencing supply of those Services before the seven working days cooling off period has expired. As a result, you will not have the right to cancel the Contract under the Consumer Protection (Distance Selling) Regulations 2000. If we have provided technical support or assistance in those 7 days then we cannot refund the package amount as the services and support time would have been used being a cost to ourselves. We will however offer you a exchange of package to suit your requirements for your services to run successfully
2.4 For the avoidance of doubt, any use of the services and /or any package in the course of conducting business shall give rise to you being a non-consumer and the provisions of this Agreement affecting the statutory consumer protection you would otherwise be afforded as a consumer shall not apply.
2.5 Unless specifically stated to the contrary in the details of the Service and/or Package purchased, or agreed by WHS Ltd in writing prior to purchase, Services are not available on a trial basis. It is your responsibility to ensure that the Services you purchase are suitable for your technical requirements.
- Domain Names and Hosting Renewal
Should WHS Ltd not receive payment for the renewal of any or all services due for renewal by the payment due date then we reserve the right to suspend services via our automated software. Allowing domain names to lapse may result in domain names becoming available for registration by another user and keeping up with payments on time is the clients responsibility.
- Change of Contact Details
It is your responsibility to inform WHS Ltd immediately of a change to your contact details via your client login registration details or support ticket. We can not be responsible for any web site, email, cloud product, database downtime if we have not been updated with contact details for invoice reminders that caused disruption to your hosting services.
We cannot guarantee that our service will be provided until after all payments have cleared
5.1 We accept credit and debit cards excluding American Express.
5.2 Paypal Payment should be made in UK Pounds Sterling and sent to paypal@ASP-Host.co.uk. WHS Ltd cannot guarantee that a service will be provided until after the payment has been received.
5.3 Bank Transfer: You will be supplied with our banking details on signing up
5.4 Standing Order: You will be supplied with a standing order form on signing up.
5.5 Any overdue non-payment will incur late payment and possible collection administration fees in line with the Late Payment of Commercial Debts Act 1998 and Late Payment of Commercial Regulations 2013.
- Cancellation and Refunds:
6.1 WHS Ltd reserves the right to cancel the service at any time for misuse of service or late payment past 14 days due. If a customer contravenes WHS Ltd terms of service a refund will not be issued in the event of a cancellation.
6.2 Fees charged on a prepay basis are non-refundable. Money back is within 30 days from signup only if fault of WHS Ltd and response times not delivered within the Service Level Agreement.
We cannot refund due to lack of client knowledge in uploading a website or lack of Web hosting knowledge with control panel or web scripting issues. There will be an low admin fee for each DNS release of any.co.uk, .com, .net or international domain name taken as a configuration charge as standard in IT work. This is to cover time and configuration IP DNS changes in change request form and admin time as charged by
6.3 All hosting contracts are rolled on from renewal date. If you wish to cancel your hosting contract then please notify us by support ticket giving 30 (Days notice) before your renewal date. Failure to follow this notice procedure will result in you being liable for the next 12 months’ payment even if non-use of services as costs have to be covered. This is to cover license roll on charges, server memory usage and continuous maintenance work on the hosting servers for your data hosting pool or software license payment. (we are always happy to work out a solution)
6.4 All monthly contracts and annual contracts are for minimum 12 months with auto roll on renewal for the following 12 months thereafter if no cancellation is received in form of a support ticket. If payments are still outstanding after a length of time then a daily interest rate, late payment and admin fee will be added for the amount of time the debt is owed until settled.
- Service Level Agreement:
7.1 Business Users must sign up to a business package in order to be on the correct business support response times and service level agreement. If you are already a business user on a personal business package then you may be required to upgrade your package to the right user license and service level agreement.
7.2 All our packages are 99.9% Uptime unless a separate contract was agreed on an individual or business basis.
7.3 All support is to be submitted by support ticket or request a response from the contact form where as a registered user you can reset your login details.
7.4 First line support issues / response times from 1 hour to 4 hours. Support example tickets such as loss of passwords, basic FTP connection problems and E-mail passwords.
7.5 Advanced support issues such as any problems with databases, any down time and e-mails problems can be 1, 2 up to 12 hours or more depending on individual issue.
7.6 All service level agreements are valid by support ticket submission only. We operate support by an E-mail support ticket system for security and audit requirements to track all issues and to make sure all issues are dealt with. All support tickets are dealt with and responded to. Please always check your junk mail folders, spam filters to make sure you have not missed a response.
- Compensation paid Pro-rota if service fault by hardware failure or found to be WHS Ltd software, operating system failure.
8.1 Any service downtime outside of the 99.9% SLA of more than 48 hours downtime, compensation is awarded on evidence that the issue was by WHS Ltd or service downtime failure. If so then a pro-rota fee will be awarded based on your max annual or monthly package fee unless all parties agreed in writing between WHS Ltd & the client on a separate contract.
(Please note we recommend a 2nd server fail safe, if you require 100% SLA, therefore clients responsibility to foresee any events to prevent such issues as hosting on 1 server cannot promise 100% uptime) Please request fail safe options by support ticket?
Compensation can not be no more then the package annual total fee unless a separate agreement had been signed on a 100% Service Level Agreement such as a managed dedicated server or tendering outsource contract. Compensation will be awarded on a pro-rota of the full annual fee which is typical 1 to 3 months on average based on clients paying fee based on an average 20% of the paying fee.
8.2 We cannot be held responsible if your website or data is hacked or lost causing you downtime as your FTP could get into the wrong hands or your PC, Mobile device might not be fully protected from virus or Trojans.
8.3 We cannot be held responsible for web work we have not designed, or misconfiguration of client uploading web files. We are only the web service provider and if the website has not been designed or coded by our own development team then we cannot be held liable for obvious reasons of having no involvement in the design and web scripting.
New added services to include iPiper online storage and VPS products
Please read carefully before signing up as caution as always for anyone online service
8.4 (Our data storage products including iPiper & Email Exchange, web hosting, database hosting, VPS. It most important that the client keeps offline back-ups in case of any server, cloud, hack online where all data can be lost, hacked or corrupted by misuse of data or operating of iPiper. We live in a world where people can be disruptive and wish to cause issues. We use the best firewalls and updates for a hosting company but it is still important that you don’t rely on the cloud for holding all your data therefore we cannot be responsible if any data is lost for in a Disaster situation. Its client’s responsibility to keep back up offline in any data loss on any usage of our products)
Please note we use Military security for iPiper and our Cloud Products but its important to understand that we cannot be liable if you lose your data or files. We state to always keep copies of your important data files offline as well as online for such an event which is rare but as you know we live in a different world today where the minority want to cause havoc to our nations.
- DNS Requests and Changes Outside of Normal Hosting Support Agreement.
9.1 Any IT configuration consisting of DNS changes, web scripting or database work will carry a minimum configuration charge based on the standard 30 minute rate within industry standard charges. All clients will be quoted and advised of any charge beforehand on any such web fix, e-mail add-on or DNS request that is outside of normal hosting support. Our own clients have discounted rates. If the issue is a hosting fault issue then no fee will apply as support will be as normal.
9.2 Resource issues causing your website to crash and go offline could be a typical support admin charge if you exceed capacity for your hosting package or accidentally uploaded a virus causing your data pool to crash. If payment is not made within invoice payment date then WHS Ltd may immediately suspend any services until the outstanding debt is cleared. The customer is responsible for all money owed on the account from the time it was established to the time that the customer gives notice to cancel via a support ticket.
- Data Back Up \ Shared Hosting Plans \ Added 2nd Back Up Options
10.1 Our data, web files back up software backs up your data as part of our services using industry standard software where the software will back up the whole server in the event of a disaster recovery procedure.
10.2 There are some exclusions if a restore is not possible. In the event, we are not able to restore your data from a complete Disaster or Hardware fault, then we cannot be held responsible if no 2nd back server option was taken out on the sign up request or not requested as part of the added services. (If you need secure 2nd option back up then please contact us)
10.3 It is important clients also keep a copy of their own web-files in any Disaster Recovery or full data loss for safe guarding if you are not paying for a 2nd server back up option where your files are copied onto a 2nd server on a regular basis. weekly basis.
If you like to discuss a 2nd safe option for storing your data then please contact us to discuss one of our added service plans which we call “cloud back up and server balance” Please note unless you are on a dedicated server hosting plan then we would recommend you take a back-up of your own website and files each month as it is clients responsibility to keep copies of their own data files, web files.
10.4 We cannot be responsible for any loss of business, downtime or other cause that might affect your business or personal website unless you signed a specific service level agreement to cover such an event and signed by our CTO and Client.
- Security \ Cisco Routers \ FTP Protection
Client access upload details such as FTP will lock every 28 days if not used to protect Spam and 3rd party access in protecting your security details. If you have a static IP address then we can add this to our Cisco switch so your details are not locked.
- Data Usage \ Extra Storage or over usage of data storage outside the initial package will occur cost without your notification to us. This mainly effects iPiper and VPS sign up package of choice and your data storage allowance.
WHS Ltd including the online storage product iPIper offers limited user policy by maintaining very large ratios of bandwidth per customer. Therefore, in some packages and uses, WHS Ltd may find a customer to be using server resources or storage to such an extent that he or she may jeopardise server performance and resources for other customers. In such instances WHS Ltd reserves the right to impose the High Resource User Policy for the consideration of all customers which can chargeable for extra storage or high upload of bandwidth. Please always ask us by support ticket to check your limits if you think it is past the fixed package to avoid any added charge.
12.1 Extra usage or storage charge may occur for iPiper and VPS if you go beyond the agreement plan. We will advise you of the usage and to pay as you go or upgrade as your business or storage grows and will always suggest the more cost-effective solution for our clients.
- High Resource User
When a web site is found to be monopolising the resources available WHS Ltd reserves the right to suspend that site immediately. This policy is only implemented in extreme circumstances and is intended to prevent the misuse of our servers. Customers may be offered an option whereby WHS Ltd continues hosting the web site for an additional fee.
- Server Use
WHS Ltd provides World Wide Web page hosting. If illegal content or fraud is found then WHS Ltd have the right to suspend all services until further investigation. WHS Ltd reserves the right to refuse service and or access to its servers to anyone if service abused. WHS Ltd do not allow any of the following content to be stored on its servers Illegal Material – This includes copyrighted works, commercial audio, video, or music files, and any material in violation of any Government regulation. Adult Material – Includes all pornography, erotic images, or otherwise lewd or obscene content. The designation of “adult material” is left entirely to the discretion of WHS Ltd.
You agree to defend, indemnify, save and hold WHS Ltd harmless from any and all demands, liabilities, losses, costs and claims, including reasonable attorney’s fees asserted against WHS Ltd, its agents, its customers, officers and employees, that may arise or result from any service provided or performed or agreed to be performed or any product sold by customer, its agents, employees or assigns. Customer agrees to defend, indemnify and hold harmless, WHS Ltd against liabilities arising out of.
(1) Any injury to person or property caused by any products sold or otherwise distributed in connection with WHS Ltd server.
(2) Any material supplied by customer infringing or allegedly infringing on the proprietary rights of a third party;
(3) Copyright infringement and
(4) Any defective products sold to customer from WHS Ltd server.
WHS Ltd will not be responsible for any damages your business may suffer. It’s the customer’s responsibility to keep backups of any web files, E-mails or additional services such as databases and any web file data and all your web files. WHS Ltd makes no warranties of any kind, expressed or implied for services we provide. WHS Ltd disclaims any warranty or merchantability or fitness for a purpose. This includes loss of data resulting from delays, non-deliveries, wrong delivery and any and all service interruptions caused by WHS Ltd and its employees. WHS Ltd reserves the right to revise its policies at any time due to the nature of internet industry.
- Complaints & Escalations
Please e-mail any complaint, service escalation or billing issue via our contact link. Our service team will review your comments and provide an answer to your concerns. Please allow 7 working days for a response to your inquiry as your feedback is very important to us and we like to review them in our team meetings.
Umbrella company Web Hosting Solutions Ltd