Terms of Service

Last Updated: 20/01/2020

Company Introduction

"SmallWeb", "we”, "us" or "our" means SmallWeb Ltd, a company registered in England and Wales under company number 12272693 and with a registered office address located at 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 of an order to us for our provision of services to you through smallweb.net (the "Website") and your registration for an account on the Website to manage services. By registering on the Website, you agree to be legally bound by these Terms of Service and linked Privacy Policy.

Your Customer Account

You must provide personal information to create an account and provision services in order for us to process billing records in compliance with law. When you register, you must provide information that is accurate and complete at all times. We process your personal information in accordance with our Privacy Policy.

You may not open multiple personal accounts under any circumstances and you must have the authority to act on behalf of any associated businesses listed.

Service Definitions

Service Suspension:

When suspended, a service is taken offline and disabled from being powered on or accessed. No data will be made available, nor the service brought online, until the reason resulting in the suspension has been fully resolved.

Service Termination:

Upon service termination, all data and backups are deleted and any associated IP Addresses released back into the available pool or cancelled with their provider. This process cannot be reversed under any circumstance.

Unmetered Bandwidth:

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.

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.

Invoice overpayments will automatically apply towards account credit. We offer a one-time overpayment refund subject to a £0.30 administration fee which is deducted from the refund. In order to qualify you must open a ticket with our support department within 30 days of your transaction date. You cannot have claimed an overpayment refund with any other transaction. 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.

Free Website Migration

We offer unlimited free shared and reseller account migrations when switching host from cPanel to DirectAdmin or from DirectAdmin to DirectAdmin. Simply open a ticket and a member of our team will be happy to help. To expedite the process, upload a backup file and attach it to your ticket.

Payments & Gateways

Invoices for daily, weekly, monthly, quarterly, semi-annual, annual, biennial, and triennial recurring services will be issued 14 days in advance of their due date.

Overdue services are disconnected from the web and suspended after 1 day of non-payment. Services are terminated 7 days after invoice non-payment.

PayPal is our main non-merchant payment gateway. You can choose to pay manually or with an automated subscription with your balance or from a card.

Bank Transfer payments are available to customers in the United Kingdom. Pay the due amount to our UK Bank Account and your invoice will be marked paid.

Cryptocurrency payments are available for a range of different cryptocurrencies. Simply open a ticket to receive a designated wallet to pay your due invoice.

PayPal and Bank Transfer payments are covered by our Money Back Guarantee. Cryptocurrency payments are NOT covered by our Money Back Guarantee.

Customers wishing to use PayPal must agree to only use account details that match the email address and name of the PayPal account used or your service will be suspended immediately and a support ticket will be created quoting this clause asking for rectification of the issue by changing details or submitting ID.

Paypal 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.

Service Level Agreement

SmallWeb Ltd guarantees 99.9% service (http, ftp, pop, imap, smtp) uptime on all shared, reseller and email hosting services and guarantees 99.9% uptime of virtual private servers. Should we fail to deliver this for any month, your account will be credited a prorated amount of service for the duration of downtime.

SmallWeb Ltd cannot and will not accept liability for any downtime caused by third parties which includes but is not limited to DoS or DDos attacks. Downtime due to hardware faults or failures will not be counted towards total uptime and therefore ineligible for SLA credit. Track our uptime at uptime.smallweb.net

Hosting Backup Policy

In the event of a Catastrophic System Failure we retain our own copies of website backups via the following methods.

DirectAdmin User Backups

Our DirectAdmin servers run an automatic cron twice per day which backs up and compresses website, SQL and email data for active (non suspended) accounts. These files are stored in a dedicated directory on the DirectAdmin server and then transferred to a remote storage server every 24 hours.

We also make additional copies on an independent backup server for USA (NYC, LAX) and EU (LON, AMS, GER, LUX) services.

DirectAdmin SQL Backups

Seperate to user backups, each server also contains independent SQL database backups which are also compressed and remotely transferred every 24 hours.

Daily Snapshot Backups

As an added security measure in case we are unable to rely on our backups, we also implement automatic snapshot backups of server storage drives for:

Shared-GER1: A full backup of the server disk contents is taken automatically on a daily basis and retained for 7 days, aka 7 copies of data.

Shared-LAX1: A full backup of the server disk contents is taken automatically on a daily basis and retained for 7 days, aka 7 copies of 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. Customers should always keep up-to-date copies of all such materials and content to a local computer. SmallWeb Ltd strongly suggest that Customers regularly make additional copies to ensure the availability of such files, content or materials within that data.

Acceptable Use Policy

Adult Content:

SmallWeb Ltd allows adult content that is deemed legal in the Country and/or state your Service is located in. SmallWeb Ltd reserves the right to request and or remove any content it deems illegal or offensive. If you are unsure about your content or have any questions about this policy please email help@smallweb.net

Prohibited Uses:

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

send bulk emails, spam emails, marketing emails or emails otherwise unsolicited.

forge email headers or TCP/IP packet headers or engage in spoofing.

store or transmit pornography depicting any human or human like character that is under the age of 18 or 21 in required locations.

commit or attempt to commit any denial of service (DoS or (DDoS) attack against any computer or network.

run any software that automates communications on an IRC (Internet Relay Chat) 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.

host or distribute worms, keyloggers, viruses, malware, Trojans or other harmful or malicious media.

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.

host large amounts of data not specifically tied to your website(s). We encourage Customers looking for storage to seek services that specialise in this.

use weak passwords or share your passwords to anyone. If your service is compromised as a result of a weak password it will be suspended without warning.

Location Transfer Fee

We offer multiple locations for DirectAdmin shared and reseller hosting and on occasion Customer's may want to migrate to an alternative location.

Your first five transfers between service locations is completely free. Each service location transfer after that will be charged a £1 maintenance fee.

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.

Our Business Hours

Our business is open 9:00AM - 5:00PM on Monday to Friday and our support channels (email and ticket support) are available 24/7. Order Provisioning is 24/7.

Orders are accepted and provisioned on weekends (Saturday/Sunday) but support is low-priority. Support requests are usually handled on the next working day.

Abuse Contact Point

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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