• help@smallweb.net

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

Support Requests

SmallWeb uses automation to handle the majority of basic functions such as service provisioning, upgrades and cancellations. Our support team is available for manual interventions when necessary. SmallWeb will use reasonable endeavours to ensure support requests are handled promptly but we provide absolutely no guarantee of a specific timeframe. Our support team will not tolerate rudeness or abusive language and Customers who insist on abusing our support system will be permanently terminated. Support requests are dealt with in chronological order, taking in to account the level of urgency selected. We ask you do not add additional responses to your request in an attempt to speed up our response but only to add relevant information. Responses to requests that are made in an attempt to rush our support team will be classed as an abuse of our support system.

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.

Hosting Backups

A backup script runs automatically via cron job on each individual DirectAdmin web server on a daily basis. These backups are stored locally on the server's storage drive and also independently 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. We do not take or retain backups for shared or reseller accounts that have been suspended.

You can take your own manual backups through the web server’s control panel providing your total storage usage is below 50% of your storage assignment.

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.

Account Migration

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.

Location Transfers

SmallWeb offers hosting solutions in multiple locations. It's understandable that Customers may want to change the location they are hosted in during the course of their service lifetime. SmallWeb will charge a £1.00 transfer fee to any Customer requesting to be moved to a different location to cover our manual intervention.

Acceptable Usage

Bulk email sending is strictly prohibited. SmallWeb has a "No Tolerance" policy on Spam and bulk mail. Sending unsolicited, bulk and/or commercial messages over the Internet or by text messaging (known as "spamming") is prohibited, regardless of whether or not it overloads a server or disrupts service to SmallWeb customers. SmallWeb does not allow CAN-SPAM compliant bulk email or consider emails not Spam just because you include an Opt-Out notice. Spamming also includes, but is not limited to, maintaining an open SMTP policy, sending unsolicited text messages, engaging in spamming using the service of another ISP or IPP and referencing in the spam a Web site hosted on our server as well as selling or distributing software that facilitates spamming. If a SmallWeb server IP has become blacklisted due to spamming by a users domain name hosted on our servers, the violator will face immediate termination and no refunds will be given.
SmallWeb reserves the right to determine, in its sole and absolute discretion, what constitutes a violation of this provision.

Stress testing or purposely receiving DDoS/DoS attacks is not tolerated on our servers. While we will do our best to block/mitigate attacks, 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. Any account found sending abusive traffic will be immediately suspended and possibly terminated with no refunds.

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. This includes, but is not limited to:

warez, nulled scripts or copyrighted and trademarked material;
providing access to or linking to copyrighted material, trade secrets or other intellectual property rights used without proper authorization;
material that is obscene, defamatory, constitutes an illegal threat, or violates export control laws.
pornography that is deemed illegal in the country your service is located in, including pornography depicting human or human like characters under the age of 18.
hosting or distribution of worms, keyloggers, viruses, malware, Trojans or other harmful or malicious media.
hacking, cracking, or otherwise accessing or attempting to access a computer, server, account, device or network illegally or without proper consent.

SmallWeb reserves the right to immediately terminate any account containing, providing access to or linking to illegal material. Clients terminated for violating our copyright policy or Terms of Service will not be eligible for refunds or backups of their data.

Shared hosting accounts may not be resold and you may not resell any shared hosting services provided by SmallWeb. This includes, but is not limited to, email accounts, add-on domains and FTP accounts. If you are found to be reselling prohibited services, you will face immediate termination and no refunds will be given.

Account storage space is meant for files related to your websites only. Using your disk space for backups of any kind, file sharing or any type of short or long term storage is not permitted. This also includes the usage of cloud storage applications such as ownCloud or NextCloud.

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

SmallWeb allows legal adult content. This excludes services in Germany where adult content is prohibited and will be immediately and permanently removed.

Payment disputes are prohibited. Any dispute 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 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.

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

Further prohibited materials include: IRC related items, 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, Spam or bulk mail scripts, 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.

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

30 Day Refund Policy

If you are not satisfied with our service or change your mind you may request a refund within 30 days of your service being activated by contacting support.

Software licenses (e.g Blesta), domain names registrations, dedicated IP addresses, virtual servers, cryptocurrency payments and fees are non-refundable.

This 30 Day Money Back Guarantee applies for your first order and you may only request a refund once. If you have already received a refund through this Money Back Guarantee you will not receive a refund on subsequent orders.

Any refund owed will be processed within 7 days. No refund will be provided if any service under your account has been used to violate our Terms of Service.

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.

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.

These terms were last amended on 10th May 2020.