• Help@SmallWeb.net

1 - General

1.1 - We are SmallWeb Ltd ("SmallWeb", "we", "us" or "our"), a company registered in England and Wales under company number 12272693 with a registered office at 20 Awbery House, Buttrils Walk, Barry, CF62 8DG. We own and operate https://smallweb.net (the "Website"), through which you can access functionality and information in respect of any service we may provide to you (known as the "Services").

1.2 - You, the customer, are required to provide current, complete and accurate personal and billing information as part of the registration process. You are responsible for maintaining the accuracy and confidentiality of the information provided and are responsible for all activities that occur under the registered account. You agree to immediately notify us of any unauthorized use of an account or any other breach of security. SmallWeb Ltd is not liable for any loss or damages arising from failures to provide accurate account information or failures to secure the registered account.

1.3 - We reserve the right to update, change or replace any part of these Terms of Service by posting updates and changes to this webpage. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

1.4 - We reserve the right to refuse, cancel or suspend service at our sole discretion.

2 - Billing

2.1 - Monthly recurring services (such as shared and reseller hosting) are billed pro rata with a recurring due date on the 1st (first) day of the month.

2.2 - Any services which are paid for before the 20th of the month will be billed for the remainder of the month and then 1 (one) additional month on top.

2.3 - Customers using PayPal must ensure that the name and email address in their registered account matches the details of the PayPal account used.

2.4 - Payment reversals, disputes, chargebacks or threats of the same nature will result in immediate termination of your registered account and services.

2.5 - SmallWeb will charge a £1.00 transfer fee to customers of our Budget Hosting services requesting to be transferred to a different location.

2.6 - Once a service is suspended for non-payment any promotional discount is automatically voided and you will be charged the full price for renewal.

3 - Credit

3.1 - Your credit balance can only be used to pay for SmallWeb services. Any invoices will be automatically paid using your credit balance upon generation.

3.2 - Any overpayments made to your account will be automatically added to your credit balance and are considered non-refundable.

4 - Refunds

4.1 - You may request a refund within 30 days of your hosting service being activated.

4.2 - Software licenses, domain names, IP addresses, cryptocurrency payments, promotional packages and gateway fees are non-refundable.

4.3 - This money back guarantee applies for your first order and you may only request a refund once. Subsequent orders will not be refunded.

4.4 - To request a refund, you must cancel your service and then create a support ticket.

5 - Backups

5.1 - We take daily backups of all non-suspended DirectAdmin hosting accounts. These backups are transferred to a remote server where they are retained for up to 14 days. We provide these backups as a disaster recovery method and don't intend them to be used for recovery of self-destructed data.

5.2 - SmallWeb Ltd shall not be responsible for any damages to the data of a service or other damages or any malfunctions or service interruptions caused by any failure of the content or data of a service. SmallWeb Ltd. cannot guarantee that the contents of a website will never be deleted, corrupted, or that a backup of a website will always be available. SmallWeb Ltd strongly suggest that Customers regularly make additional copies to ensure availability of data.

6 - Uptime

6.1 - SmallWeb guarantees a 99.9% service (http, php, sql, pop, imap & smtp) uptime on all budget, shared and reseller hosting plans.

6.2 - Should we fail to deliver this for any month, your account will be credited a pro-rated amount for the duration of excessive downtime upon request.

6.3 - Downtime caused by customer actions or third parties is not included within this guarantee.

7 - Support

7.1 - SmallWeb is operated by a single human being with a lot of help from automated provisioning and management. This means that our resources can be increasingly strained during peaks of activity or critical events, whether personal or business related. For this reason, we do not provide any sort of guarantee on how long you should expect a response by but we will do our best to respond to you in a professional and prompt manner when possible.

7.2 - Obscene language (i.e aggressive swearing and/or offensive terms) against staff will not be tolerated. Even if you are experiencing an issue, we expect you to respond in a respectful manner and we will do the same for you. Once you cross that line, we can't continue doing business with you.

7.3 - We handle support tickets based on their priority level selected.

Low - No urgent attention or action is needed. Typically a general question.
Medium - Nothing's broken but will require a response to achieve an end goal.
High - Something's gone wrong or needs addressing before you can progress.
Critical - Attention is needed to resolve an on-going issue affecting your site.
Emergency - There is a fundamental issue that needs urgently addressing.

7.4 - Creating additional responses and/or responding to a ticket in an attempt to expedite our procedure is considered an abuse of our support.

8 - AUP

8.1 - Bulk email sending is strictly prohibited, whether legitimate or spam. SmallWeb does not allow CAN-SPAM compliant bulk email or consider emails not spam just because you include an opt-out notice. If a SmallWeb server IP has become blacklisted due to spamming by a domain hosted on our servers, the violator will face immediate termination and no refunds will be given. SmallWeb reserves the right to determine what constitutes a violation of this.

8.2 - Stress testing or purposely receiving DDoS/DoS attacks is not tolerated on our servers. To ensure all clients receive an acceptable level of service, any account that is receiving a DDoS/DoS attack shall not negatively affect other accounts on that server or degrade overall server performance. This includes, but is not limited to: null routing the offending IP address(s) and suspending or terminating the account in question. This also applies when sending a DDoS/DoS attack.

8.3 - SmallWeb services may only be used for lawful purposes. Transmission, storage, or distribution of any information, data, or material in violation of any applicable law or regulation, or that may directly facilitate the violation of any particular law or regulation is prohibited.

8.4 - System resources are fair-share. This means you cannot abuse the limits in a way that consumes enough resources to negatively impact other clients.

8.5 - SmallWeb allows legal adult content in all locations except Germany, Europe where adult content is prohibited and will be immediately removed.

8.6 - You may not use our services for IRC. Accessing IRC, IRC robots ("bots" or "clones"), IRC scripts and automated IRC communications are prohibited.

Further prohibited materials include: Proxy scripts, VPN scripts, nulled or pirated software, image or file hosting, Rapid Leech scripts, File sharing applications (including cloud apps such as: ownCloud, NextCloud), PTC sites, Free domain names (such as .tk), hacking sites, sites that promote illegal activity, sites or forums that link to and/or distribute illegal content or copyrighted material, sites that host or link to copyrighted material without proper consent, Bitcoin miners, Chatroom scripts, Auto-blog scripts or plugins and Social media (Facebook, Instagram, etc.) auto-post or auto-like scripts.

8.7 - Any account found in violation of this Acceptable Usage Policy will be suspended and pending investigation, possibly terminated with no refunds given.

These Terms of Service were last updated on the 12th October 2020.

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