Host Cookie Ltd Terms & conditions
By using HostCookieโs website, products, and services, you agree to be bound by these Terms and Conditions. If you do not agree, you must not use our Services.
We may update these Terms from time to time, and it is your responsibility to review them periodically. Continued use of the Services after changes are published constitutes acceptance of the revised Terms.
1. Definitions
- โHostCookie,โ โwe,โ โus,โ or โourโ โ HostCookie Ltd, the service provider.
- โClient,โ โyou,โ or โyourโ โ The individual or entity purchasing or using our Services.
- โServicesโ โ Web hosting, email hosting, domain registration and management, and related digital or support services provided by HostCookie.
- โAgreementโ โ The contract formed between HostCookie and the Client under these Terms.
- โAUPโ โ The Acceptable Use Policy published on our website.
2. Contract Formation
2.1 By placing an order on our website, you make an offer to purchase Services under these Terms. Acceptance occurs when we send confirmation or commence provisioning.
2.2 We may decline or cancel an order at our discretion. If payment has been taken, a refund will be issued for any cancelled order.
2.3 The Agreement begins on activation of the Services and continues until terminated in accordance with these Terms.
2.4 If you purchase on behalf of an organisation, you confirm you have authority to bind that entity.
3. Services and Infrastructure
3.1 HostCookie provides Services as described on our website and in your selected plan.
3.2 HostCookie operates as an authorised reseller of 20i Ltd (UK). All hosting infrastructure and data centres are operated by 20i Ltd.
3.3 We may update or modify Services to maintain security, performance, or compliance, provided no material reduction in overall service occurs without reasonable notice.
4. Domain Registration and Management
4.1 Domain registration, renewal, transfer, and recovery are subject to ICANN, Nominet, and relevant registry rules.
4.2 You must ensure contact details remain accurate and up to date to prevent domain loss.
4.3 Failure to renew a domain before expiry may result in permanent loss. HostCookie accepts no liability for expired domains.
4.4 Registries may impose redemption or restoration fees post-expiry. You are responsible for such fees.
4.5 Whois data and privacy services are subject to registry policies and applicable law.
5. Client Responsibilities
5.1 Provide accurate registration and billing information and keep it updated.
5.2 Maintain the confidentiality of your account credentials and restrict access to authorised users.
5.3 Ensure all content and activity under your account complies with applicable law, these Terms, and the AUP.
5.4 You are solely responsible for your website code, applications, and third-party integrations.
5.5 Promptly install security updates for any software used on your Services.
6. Resource and Usage Limits
6.1 Shared hosting operates under fair use. Excessive resource consumption may lead to throttling, suspension, or required plan upgrades.
6.2 Background processes and cron jobs must not run more than every 15 minutes unless approved.
6.3 Shared hosting may not be used for off-site backups or unrelated file storage.
6.4 Inactive mailboxes may be deleted after 90 days of inactivity following notification.
6.5 IP addresses remain the property of HostCookie or its suppliers and may be reassigned with notice.
7. Backups and Data Protection Measures
7.1 Automated daily backups are provided for hosting accounts that include backup access. Backups are stored securely for a minimum of 30 days.
7.2 Email hosting backups are available as an optional paid service.
7.3 Backups are provided as a convenience and do not replace your obligation to maintain your own copies.
7.4 Restoration requests are subject to availability and may incur administrative fees.
8. Prohibited Software and Activities
8.1 The following are strictly prohibited:
– Outdated or insecure software (e.g., YaBB, UBB, PHP-Nuke)
– Proxy, VPN, or anonymiser tools
– Bulk email or spam tools
– IRC bots or daemons
– Crawlers or scrapers that consume excessive resources
– Hacking, penetration testing, or exploit tools
8.2 We may suspend or terminate any account engaging in prohibited activities without notice.
9. Email Use and Anti-Spam Policy
9.1 Sending unsolicited bulk or commercial email (โspamโ) is strictly prohibited.
9.2 All recipients must have valid consent and a functional unsubscribe mechanism.
9.3 You must not use open relays, forged headers, or harvested lists.
9.4 Accounts may be suspended immediately for spam-related abuse.
9.5 Repeat violations may result in permanent termination.
10. Accessibility Commitment
10.1 HostCookie aims to meet WCAG 2.1 Level AA accessibility standards across its website and client interfaces.
10.2 If you encounter an accessibility issue, contact support@hostcookie.com for assistance.
11. Data Protection and Privacy (GDPR)
11.1 HostCookie complies with the UK Data Protection Act 2018 and UK GDPR.
11.2 Personal data is processed lawfully and transparently for service delivery.
11.3 Clients may request data access, correction, or deletion via privacy@hostcookie.com.
11.4 Further details are outlined in our Privacy Policy and Cookie Policy.
12. Payment, Pricing, and Refunds
12.1 Fees are payable in advance. Services renew automatically unless cancelled before the renewal date.
12.2 HostCookie may change prices with 30 daysโ notice. Adjustments take effect on renewal.
12.3 Late or failed payments may result in suspension or termination.
12.4 30-Day Money-Back Guarantee: Available for new hosting plans only. Excludes domains, SSLs, and third-party services.
12.5 Refunds after 30 days are at HostCookieโs discretion.
12.6 No refunds are provided for accounts terminated for breach of these Terms or the AUP.
13. Suspension and Termination
13.1 HostCookie may suspend or terminate Services if you:
– Breach these Terms or our AUP
– Engage in illegal or abusive activity
– Fail to make timely payments
13.2 Clients may cancel anytime via the client portal. Cancellation takes effect at the end of the current billing period.
13.3 Upon termination, all data may be deleted permanently. It is your responsibility to secure backups.
14. Maintenance and Service Changes
14.1 Scheduled maintenance will occur during off-peak hours, with notice where possible.
14.2 Emergency maintenance may be performed without notice if required for security or stability.
14.3 Uptime commitments are defined in the Annex A โ Service Level Agreement (SLA).
15. Warranties and Disclaimers
15.1 Services are provided on an โas isโ and โas availableโ basis.
15.2 HostCookie makes no warranty that Services will be uninterrupted, error-free, or meet specific requirements.
16. Limitation of Liability
16.1 HostCookie shall not be liable for indirect, consequential, or incidental losses, including data loss or lost profits.
16.2 Our total liability shall not exceed the total fees paid in the twelve (12) months preceding the event.
16.3 Nothing limits liability for death, personal injury, or fraud caused by negligence.
17. Indemnity
You agree to indemnify and hold HostCookie harmless from any claims, damages, or costs arising from your breach of these Terms, the AUP, or applicable law.
18. Force Majeure
HostCookie shall not be liable for failure or delay due to circumstances beyond its reasonable control, including power failure, network outages, or government action.
19. Notices
19.1 HostCookie will send formal notices to your primary email or via the client portal.
19.2 You may send notices to support@hostcookie.com or to our registered address.
20. Severability and Waiver
20.1 If any clause of these Terms is held invalid, the remaining clauses remain enforceable.
20.2 Failure to enforce any provision does not waive the right to enforce it later.
21. Entire Agreement
These Terms, together with the AUP, Privacy Policy, Cookie Policy, and applicable order form, constitute the entire agreement between you and HostCookie.
22. Governing Law and Jurisdiction
22.1 These Terms are governed by the laws of England and Wales.
22.2 The courts of England and Wales have exclusive jurisdiction over any disputes arising from these Terms.
23. Contact Information
HostCookie Compliance & Support Department
Email: support@hostcookie.com
Privacy Enquiries: privacy@hostcookie.com
24. Digital Products and Licensing
24.1 HostCookie may offer digital downloads, templates, documents, or software products (โDigital Productsโ).
24.2 Upon payment, you are granted a non-exclusive, non-transferable licence to use the Digital Product for your personal or business use, in accordance with any usage limitations described at the time of purchase.
24.3 You may not reproduce, resell, distribute, or publicly share any Digital Product without written permission.
24.4 All intellectual property rights in Digital Products remain owned by HostCookie or its licensors.
24.5 HostCookie does not guarantee that any Digital Product will be compatible with all systems, or that updates or ongoing support will be provided unless explicitly stated.
25. Digital Product Refund Policy
25.1 Due to the nature of digital downloads, all sales of Digital Products are final once access or download has been granted.
25.2 Refunds are not available for digital items unless required by law or if the product is proven to be defective and cannot be replaced.
25.3 If you encounter issues accessing or using a digital item, please contact sales@hostcookie.com within 7 days of purchase for assistance.
25.4 By purchasing any Digital Product, you acknowledge and agree that your right to cancel under the Consumer Contracts Regulations 2013 ends immediately upon digital delivery.
Annex A โ Service Level Agreement (SLA)
A1. Purpose
This SLA defines performance targets and remedies for hosting and email services.
A2. Uptime Target
HostCookie guarantees 99.9% monthly uptime, excluding maintenance or external factors.
A3. Measurement
Uptime (%) = (Total Minutes โ Downtime) รท Total Minutes ร 100
Downtime excludes customer-side or third-party network issues.
A4. Maintenance
Scheduled maintenance is performed during off-peak hours and excluded from uptime calculations.
A5. Response and Resolution Targets
– Critical Outage: response within 2 hours, resolution within 6 hours
– Major Degradation: response within 4 hours, resolution within 12 hours
– General Queries: response within 12 hours, resolution within 24 hours
A6. Service Credits
If uptime falls below 99.9%, Clients may request credits as follows:
– 99.0โ99.8%: 5% of monthly hosting fee
– 98.0โ98.9%: 10%
– Below 98.0%: 25%
Requests must be made within 10 business days via support@hostcookie.com. Credits apply to future invoices only.
A7. Exclusions
This SLA does not apply to downtime caused by:
– Client errors or third-party integrations
– DDoS or malicious attacks
– External network failures
– Non-payment or AUP breaches
A8. Infrastructure
HostCookie uses 20i Ltdโs UK infrastructure, including Tier 3+ data centres with redundant power and network systems.
A9. Limitation of Liability
Service credits are the exclusive remedy for downtime. HostCookieโs total liability remains limited as defined in Section 16.
A10. Review and Updates
This SLA may be updated periodically. The latest version is available at https://hostcookie.com/sla.
