Terms of Service

Last Updated: 27/02/2020

Company Introduction

"SmallWeb", "we”, "us" or "our" mean SmallWeb Ltd, a company registered in England and Wales under company number 12272693 with registered office address: 20 Awbery House, Buttrils Walk, Barry, CF62 8DG. You can write to us at this address or email us at help@smallweb.net. These Terms of Service govern your submission for us to provision services to you through smallweb.net (the "Website") and your registration for a customer account. By registering on the Website, you agree to be legally bound by these Terms of Service including our linked Privacy Policy available at https://smallweb.net/privacy.html


Business Hours & Support

SmallWeb is based in the UK and operates in our local timezone. SmallWeb will make available a support area so that SmallWeb can provide support to our Customers within the hours of 10AM - 10PM on Weekdays (Monday - Friday). In case of an emergency we ask you categorise your request as “Critical” within our client area and we will use reasonable endeavours to ensure a member of support can be reached outside of the listed business hours.

SmallWeb will use reasonable endeavours to ensure support requests are handled promptly. However we provide absolutely no guarantee of specific timing.


Service Uptime Guarantee

SmallWeb guarantees a 99.9% service (http, php, sql, pop, imap & smtp) uptime on all shared and reseller hosting plans. Should we fail to deliver this for any given month, your account will be credited a pro-rated amount for the duration of excessive downtime upon request.

Downtime caused by Customer actions or third parties is not included within this guarantee.


Shared / Reseller Backups

DirectAdmin user accounts, reseller accounts and databases are automatically backed up on a daily basis and retained on a remote server 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.

SmallWeb Ltd shall not be responsible for any damages to the content or 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.


Free Add-ons and Features

SmallWeb offers a free migration service for unlimited accounts coming from either a cPanel or DirectAdmin hosting provider. To start the migration you must open a support ticket with a backup file or access to your previous hosting account with backup access enabled. If you are considering manually restoring a website, please do not upload a direct cPanel backup as DirectAdmin does not allow this without conversion by a system administrator. If the service is part of a promotional discount you will incur a £1.00 transfer fee for the transfer of your hosting account.

Some services may be described as including "Unmetered Bandwidth". This means there is no set limit for your monthly bandwidth but we provide this under a fair-usage policy. We reserve the right to refuse service if your bandwidth usage is deemed to be excessive but we will try and work with you in most cases. We will contact you if your usage hits 500GB in a given month.

Certain reseller hosting packages are eligible for a free Blesta branded monthly license. To qualify for this free add on you must be paying full price for our 20GB or 30GB reseller plan and you must open a support ticket requesting provisioning of your license. This license is valid for as long as your service remains active.


Money Back Guarantee

We offer a 30-day money back guarantee on your first shared or reseller hosting service where the full price has been paid. This guarantee excludes virtual servers, domain registrations, domain renewals, domain transfers, software licenses, IP addresses or other unlisted services. In order to qualify you must open a ticket with our support department within 30 days of your service payment date. You cannot have already used this guarantee with any other services.

Any refund owed will be processed within 7 days. Refunds are not offered for payments made with cryptocurrencies under any circumstances. No refund will be provided if any service under your account has been used to violate our Terms of Service.


Payment Dispute Policy

Chargebacks or disputes against any payment made to SmallWeb Ltd will result in the immediate suspension of all services on the associated account. If a dispute resolution is not reached (closure from the buyers side) within 48 hours, the related service and all other services on the account will be terminated. Additionally, we reserve the right to charge a £20 account re-activation fee should a chargeback or dispute arise.


Acceptable Use Policy

SmallWeb Ltd allows adult content that is deemed legal in the Country and/or state your Service is located in excluding services in Germany, where adult content is prohibited. SmallWeb Ltd reserves the right to request and or remove any content it deems illegal or offensive.


Prohibited Uses

The following uses are considered prohibited. You agree NOT to use our services to:

  • send unsolicited or spam email, marketing emails, bulk or mass emails (regardless of opt-in) or emails otherwise not legitimate
  • commit or attempt to commit any denial of service (DoS or (DDoS) attack against any computer or network.
  • run any bit torrent application, tracker, or client. You may link to legal torrents off-site, but may not host or store them on our hosting servers.
  • hack, crack, or otherwise accessing or attempting to access a computer, server, account, device or network illegally or without proper consent.
  • abuse the resource limits of hardware in a way that consumes sufficient resources to negatively impacts other customers, processes or equipment.
  • host files or other data that infringes on another’s copyright or other intellectual property rights.
  • store or transmit pornography depicting any human or human like character that is under the age of 18 or 21 in required locations.
  • host or distribute worms, keyloggers, viruses, malware, Trojans or other harmful or malicious media.
  • host large amounts of data not related to your website(s). We encourage Customers looking for storage to seek alternative services that specialise in this.
  • run any software that automates communications on an IRC (Internet Relay Chat) network

  • Domain Registrations

    We offer domain registrations for 1 year billing periods. When your domain is due for renewal, you will be notified 60 and 30 days beforehand via email.

    When applicable, free WHOIS privacy is offered for domain registrations and transfers to SmallWeb Ltd.


    Limitation of Liability

    We do not warrant that the Services will meet your requirements. We are not responsible for any people, equipment, or services that we are not expressly stipulated to provide in these Terms. You are responsible for any people, equipment, deliverables and services that you need to obtain from someone else. SmallWeb Ltd shall not be responsible for any claimed damages, including incidental and consequential damages, which may arise from our servers being disconnected, going offline or being unavailable for any reason whatsoever. Furthermore, SmallWeb Ltd shall not be responsible for any claimed damages, including incidental or consequential damages, resulting from the corruption or deletion of any website from one of our servers. All damages shall be limited to the immediate termination of service. You shall indemnify and hold us harmless against all liabilities, costs, expenses, damages and losses direct or indirect losses, loss of profit, loss of reputation and all interest, penalties and legal and other reasonable professional costs and expenses suffered or incurred by us.


    If you need to report a violation of these Terms of Service or have a general enquiry about our abuse procedure you may email us at abuse@smallweb.net

    We reserve the right to amend these Terms of Service at any time. Any and all amendments to these Terms of Service will be available on the Website.

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