Hosting & Care Terms

These terms cover website hosting, domain names and website care bought from Computer Highway, a trading name of Computer Highway Limited (company number 10569814, VAT number GB 454652775), 11 Castle Hill Parade, The Avenue, London W13 8JP. They sit alongside our general Terms & Conditions. Where the two differ on hosting, domains or website care, these terms apply.

By placing an order at hosting.computer-highway.com you accept these terms. If anything is unclear, please ask before you order: call 020 8998 4455 or email sales@computer-highway.com.

The plans

Each plan covers one website.

• Website Hosting: UK hosting for a WordPress website, a free SSL certificate, daily backups, malware scanning, business email mailboxes, and local support if something goes wrong with the hosting.
• Hosting & Care: everything in Website Hosting, plus monthly updates to WordPress, your theme and your plugins, uptime monitoring, a monthly check that your backups restore, and up to 30 minutes a month of help or small changes.
• Hosting & Care Plus: everything in Hosting & Care, plus up to 1 hour a month of content changes, a monthly report on your website, and priority response.

Included time is for that calendar month and doesn’t carry over. Work beyond it, or outside the plan (for example new features, redesigns, or fixing problems caused by changes made by someone else), is charged at our pay-as-you-go rate, and we’ll always tell you before we start.

The hosting itself runs on our hosting partner’s UK data centre. Unlimited space, bandwidth and mailboxes are subject to fair use: a website that affects other customers’ performance may be asked to move to a more suitable plan.

Your account

You agree to give us accurate contact and billing details and to keep them up to date, because we use them for renewal reminders, security alerts and anything urgent about your website. Keep your passwords safe and use two-step verification where it’s offered. You’re responsible for anything done with your login details.

Prices, payment and renewal

• Prices are shown excluding VAT; UK VAT at the current rate is added at checkout.
• Plans are paid in advance, monthly or yearly, and renew automatically at the end of each period until you cancel. We’ll email a reminder before a yearly plan renews.
• We may change our prices; we’ll give you at least 30 days’ notice by email, and the new price applies from your next renewal. You can cancel before then if you’d rather not continue.
• If a payment fails, we’ll remind you by email. If it’s still unpaid 14 days after the due date, we may suspend the service (your website and email stop working, but nothing is deleted). If it’s still unpaid 30 days after suspension, we may end the service as described under When the service ends.

Cancelling

• You can cancel at any time from your control panel or by emailing us. The service continues until the end of the period you’ve paid for and then stops; we don’t refund the unused part of a period, except as set out below or where the law requires it.
• If you’re a consumer (buying for personal use, not for a business), you have a 14-day cooling-off period from the date of your order under the Consumer Contracts Regulations 2013. If you ask us to start the service during that time (for example, so your website goes live straight away), and then cancel within the 14 days, we’ll refund what you paid minus a proportionate amount for the days the service was provided. Domain names registered for you can’t be refunded once registered, because the registration is made in your name straight away.

Domain names

• Domains are registered in your name (or your organisation’s), as the registrant, and you own them. You must give true registrant details; registries such as Nominet (.uk) can suspend domains with false details.
• Domains renew automatically each year unless you cancel. If a domain isn’t renewed, it may expire and become available to others; we can’t always recover an expired domain.
• You can move your domain to another provider at any time; we’ll provide the transfer code on request, as long as the account isn’t overdue.

Backups

We keep daily backups of your website and email for a limited period, and with Hosting & Care we check each month that they restore. Backups are a safety net, not a guarantee: please keep your own copy of anything important (for example, your original photos and documents). If you ask us to restore a backup, it’s included in care plans; on Website Hosting it’s charged at our pay-as-you-go rate unless the problem was caused by us.

Website care (Hosting & Care plans)

• We update WordPress, your theme and your plugins each month, and check your website afterwards. If an update would break something, we may hold it back and tell you, or undo it from the backup.
• Paid (“premium”) themes and plugins need their own valid licences, which you hold and renew; we can’t update software without a licence.
• If someone else changes your website (or installs plugins), fixing any problems that causes isn’t included in the plan’s time.
• Care covers WordPress websites on our hosting; it doesn’t cover your other systems.

Acceptable use

You must not use our hosting or email, or let anyone else use them, to:

• break the law, or host or link to illegal content;
• send spam or bulk marketing email that doesn’t comply with UK law (the Privacy and Electronic Communications Regulations);
• distribute viruses, malware or phishing pages, or attack or try to break into other systems;
• infringe anyone’s copyright, trade marks or other rights;
• harass or defame anyone;
• run services that put unreasonable load on the servers (for example, cryptocurrency mining, file-sharing services or large-scale downloads).

If we reasonably believe a website or mailbox breaks these rules or has been hacked, we may suspend it straight away to protect you, other customers and the service. We’ll tell you why and work with you to put it right. Serious or repeated breaches may lead to the service being ended without a refund.

When the service ends

When your plan ends, whether you cancelled or it ended for non-payment, we’ll keep your website, databases and email for 30 days. During that time you can ask us for a full copy, at no charge if your account is paid up. After that, they’re permanently deleted and can’t be recovered. Domain names stay yours: you can renew them with us separately or transfer them away.

If you’re moving to another provider, tell us and we’ll help with the move (included in care plans; otherwise at our pay-as-you-go rate).

Availability

We aim to keep your website and email available all the time, but we can’t guarantee uninterrupted service: our hosting partner occasionally carries out maintenance, and problems outside our control can happen. We’ll tell you about planned maintenance that affects you where we can, and we’ll work to restore service as quickly as possible after any problem.

Your content and data

• Everything on your website and in your email is yours. You’re responsible for it being lawful and for having the right to use it, including the content of your website’s privacy notice and cookie banner.
• Where we handle personal data on your website or in your email on your behalf, we do so as your data processor, only to provide the service, under UK GDPR. Our hosting partner stores it in the UK. Our Privacy & Cookie Policy explains how we handle your own details as our customer.

Liability

Our general Terms & Conditions apply (Limitation of Liability). For hosting, domains and care, our total liability in any 12-month period is limited to the fees you paid us for the affected service in that period. Nothing in these terms limits liability that can’t be limited by law, or affects your statutory rights as a consumer.

Changes to these terms

We may update these terms; we’ll email you about any change that affects you at least 30 days before it applies. The version on our website applies to new orders from the date it’s published.

Law

These terms are governed by the law of England and Wales. Disputes go to the courts of England and Wales (or, if you’re a consumer living in Scotland or Northern Ireland, your local courts).

Contact Us

If you have any questions about these Hosting & Care Terms, please get in touch:

Computer Highway Limited
11 Castle Hill Parade, The Avenue, London W13 8JP
Phone: 020 8998 4455
Email: sales@computer-highway.com