Terms of Service

SmallWeb Ltd Terms of Service

SmallWeb Ltd ("SmallWeb", "we", "us" or "our") is a registered limited company 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").

These Terms of Service outline the commitments agreed between the Customer and SmallWeb Ltd when providing Services.

If you need to report a violation of these Terms of Service by a Customer you can send an email to [email protected]

Accuracy of Account Information

Customers are required to provide current, complete and accurate personal and billing information as part of the registration process. 

The processing of this personal information is subject to our Privacy Policy available on our website at https://smallweb.net/privacy.html

Customers are responsible for maintaining the accuracy and confidentiality of the information provided as part of the registration process and for all activities that occur under the registered account.

Customers must ensure that the name and email address in the registered account matches that of the linked payment account.

SmallWeb Ltd is not liable for any loss or damages arising from failures to provide accurate account information by a Customer.

Reselling Hosting Services

You may not resell any budget or shared hosting services provided by SmallWeb Ltd. This includes, but is not limited to, email accounts, add-on domains, sub-domains and FTP accounts. Reselling permissions are strictly for reseller hosting customers only and violation of this policy will result in immediate termination with no refunds given.

Overpayments and Credit 

Any overpayments made will be automatically added to the Customer's credit balance and are considered non-refundable.

A credit balance can only be used to pay for SmallWeb services and generated invoices will automatically be paid using available credit.

Support Policy

Customers can contact support via email or via our ticket center at any time for free support regarding the core-functionalities of a service. Customers can also purchase an Additional Support upgrade for support requests that do not fall into that category.

Purchasing the Additional Support upgrade does not automatically grant higher priority status.

We handle support tickets based on their priority level selected when the ticket is created.

Responding to a ticket in an attempt to expedite our procedure is considered an abuse of our support and will result in the ticket being moved to the back and potentially left unanswered.

Daily Web Hosting Backups

SmallWeb collects daily backups of active web hosting accounts and then we remotely transfer this data to the UK and retain it for up to 14 days. These backups are intended for emergency data recovery only and not for the correction of Customer made mistakes.

SmallWeb does not take backups of resellers or users that are in a suspended state.

Any advertised backup services provided by SmallWeb are offered with no warranty or guarantee of their date, accuracy, and integrity. 

Storage Limitations

Storage space is meant for files related to your website or email. Using your storage space for backups, file sharing or any long or short term data storage is not permitted. This also includes the usage of cloud storage apps such as ownCloud or NextCloud.

Unmetered Bandwidth

Bandwidth usage for certain hosting is considered unmetered when specified. We do not impose a limit, but instead offer a "fair usage" policy. If we find the account is using an abusive amount of bandwidth, we will have to intervene which may result in account suspension. Accounts knowingly using an abusive amount of bandwidth will face immediate suspension and/or termination without a refund.

Chargebacks and Disputes

If SmallWeb receives a chargeback or payment dispute from a payment gateway provider, your Services may be suspended. A £15 chargeback fee, plus any outstanding balances as a result of the chargeback(s) must be paid in full before Services are restored. 

Server Location Availability 

Choosing a specific server location during your order does not guarantee that location will be available. SmallWeb Ltd reserves the right to substitute the chosen server location as necessary and/or move user accounts to alternate server locations as needed at any time.

Uptime Rate Guarantee

SmallWeb guarantees a 99.9% service uptime on all web and email hosting services.

Should we fail to deliver this for any month, your account will be credited for the duration of downtime.

This guarantee does not include maintenance periods, where we schedule downtime to perform a task on the server nor does it include downtime caused directly by customer actions or third parties.

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

Customer Created Backups

Our DirectAdmin services include a backup manager where Customers can compress an archived backup of web hosting data, emails and configuration files. A backup can only be created if the Customer is using 75% or less of their allocated storage space. Only one backup can be generated and stored at a time to be in line with our Storage Limitations.

IP Address Ownership 

The ownership and control of any IP address allocated to the Customer as part of the Services remains with SmallWeb.

SmallWeb can change or remove any IP address at its sole discretion at any time. 

30 Day Refund Policy

Customer may request a refund within 30 days of the applicable hosting service being activated.

Promotional or discounted packages are not eligible for a refund.

Software licenses, domain names, IP addresses, cryptocurrency payments, promotional packages and gateway fees are non-refundable.
This money back guarantee applies for the first order and may only be redeemed once.

The Service must be cancelled via the SmallWeb Portal and then a support ticket must be created to initiate the refund process.

SmallWeb reserves the right to reject a refund request if any provision of these Terms of Service has been violated by the Customer. 

Further Prohibited Uses:

The following material is not allowed on any SmallWeb hosting servers:

-     IRC related items
-     Proxy scripts
-     VPN scripts
-     Nulled, warez or pirated software
-     Image or file hosting
-     Rapid Leech scripts
-     PTC sites
-     Spam or bulk mail scripts
-     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
-     Social media (Facebook, Instagram, etc.) auto-post or auto-like scripts

Any account found violating this policy will be suspended and potentially terminated with no refunds given.

Limitations of Liability

SmallWeb Ltd shall not be responsible for any claimed damages, including incidental and consequential damages, which may arise from
SmallWeb Ltd‘s servers 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 data from one of SmallWeb Ltd's servers. All damages shall be limited to the immediate termination of service.

We reserve the right to update, change or replace any part of these Terms of Service by posting updates and changes to this webpage.

These Terms of Service were last updated on May 13th 2021.  

Need help? Contact us today! 

Our friendly team are here to help you get online.


20 Awbery House,
Buttrils Walk,
CF62 8DG, UK

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