All customers (referred to as ‘you’ or ‘your’) of The Hosting Heroes (referred to as ‘we’ or ‘us’ or ‘our’) services, agree to comply with our Acceptable Use Policy to ensure every customer uses our services fairly and with due regard to the rights of other internet users and in conformity with network requirements and our environment. This Acceptable Use Policy is not exhaustive and we reserve the right to add, delete, or change this policy at any time without notice, effective upon posting to our website. This policy supersedes any other agreement with us, whether written, oral, by conduct, or otherwise.
Any complaints about a violation of this policy should be sent to abuse [AT] thehostingheroes.com.
Our services are provided on an as is, as available basis without warranties of any kind, either express or implied, including, but not limited to, warranties of merchantability, fitness for a particular purpose or non-infringement. We expressly disclaims any representation or warranty that our service will be error-free, secure or uninterrupted. No oral advice or written information given by us or our representatives will create a warranty; nor may you rely on any such information or advice. Neither us, our partners or our suppliers are liable for any cost or damage arising either directly or indirectly from any transaction or use of the service.
Ownership of Web site
The legal owner of your web site and account with us will be the individual or organisation on record as the owner. You will fully cooperate with us and abide by any security measures and procedures we put in place due to any dispute over ownership of a web site.
Our ServicesOur services include, but are not limited to:
We take the privacy of online communications and web sites very seriously. In general, the Internet is neither more nor less secure than other means of communication, including mail, facsimile, and voice telephone service, all of which can be intercepted and otherwise compromised. As a matter of prudence, however, we urge you to assume that all of online communications are insecure. We cannot take any responsibility for the security of information transmitted through our network and services.
Actions Taken by Us
Failing to meet or follow this policy could be grounds for account deactivation. We will be the sole arbiter as to what constitutes a violation of this policy. We reserve the right to remove any account without prior notice and to refuse service to anyone at any time.
When we become aware of an alleged violation, we will initiate an investigation. During the investigation, we may restrict account access in order to prevent further activity. Depending on the severity of the violation we may, at our sole discretion, restrict, suspend, or terminate a web hosting account and/or pursue other civil remedies. If such violation is a criminal offence, we will notify the appropriate law enforcement authorities. An unlisted activity may also be a violation of this policy if it is illegal, irresponsible, or constitutes disruptive use of the Internet. We do not issue credits for outages incurred through service disablement resulting from violations of this policy. Violators of the policy are responsible, without limitations, for the cost of labour to rectify any damage done to the operation of the network and business operations supported by the network, and to maintain an open dialogue with us.
As a customer, you agree to protect, defend, hold harmless, and indemnify us, any third party entity related to us (including without limitation, third party vendors), and our executives, directors, officers, attorneys, managers, employees, consultants, contractors, agents, parent companies, subsidiaries, and co-subsidiaries with the same parent company as us, from and against any and all liabilities, losses, costs, judgements, damages, claims, or causes of actions, including, without limitation, any and all legal fees and expenses, arising out of or resulting from use of our services.
Modifications to Services
We may discontinue, upgrade, replace, modify, or change, without limitation, any software, application, program, data, hardware, equipment, or components used to provide customers with our services. Certain changes to our services may affect the operation of your personalised applications and content. You are solely responsible, and we are not liable, for any and all such personalised applications and content, except as expressly agreed in writing by us.
Waiver and Amendment
Any waiver, modification, or amendment of any provision of the policy or other agreement for our services, initiated by you, will be effective only if accepted in writing and signed by an authorised representative of The Hosting Heroes.
The use of any of our services to store, post, display, transmit, advertise or otherwise make available child pornography is prohibited. We are required by law and will immediately, notify law enforcement agencies when we become aware of the presence of child pornography on or being transmitted through our services.
Some types of adult content is allowed. For example, we would allow nudity or an adult shopping site. However, pornographic images, pornographic videos and pornographic websites are not allowed to be hosted on any of our services.
Our servers may be used for lawful purposes only. 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 strictly prohibited. This includes, but is not limited to: copyrighted material; trademarks; trade secrets or other intellectual property rights used without proper authorisation; material that is obscene, defamatory, constitutes an illegal threat, or violates export control laws. Additionally, in purchasing our services, you certify that you and/or the organisation you represent in procuring services from us are not, nor have been designated, a suspected terrorist; is not owned or controlled by a ‘suspected terrorist’; and are not on, are not a member of, related to, associated with, or controlled by any organisations on the list contained in the Annex to Executive Order 13224 and all updates thereto.
We also do not permit any service that can be used to facilitate illegal use or activity, such as torrent, Warez or other file sharing services.
System and Network Abuse, Viruses and Destructive Activities
Violations of system or network security are prohibited and may result in criminal and civil liability.
Use of our services or equipment for creating or sending viruses, worms or Trojan horses, or for pinging, flooding or mail bombing, or engaging in denial of service attacks is prohibited. It is also prohibited for any customer to engage in other activity that is intended to disrupt or interfere with, or that results in the disruption of or interference with, the ability of others to effectively use our services and equipment (or any connected network, system, service or equipment) or conduct their business over the Internet.
Examples of system or network security violations include, without limitation the following: unauthorised access to or use of data, systems or networks, including any attempt to probe, scan or test the vulnerability of a system or network or to breach security or authentication measures without express authorisation of the owner of the system or network; interference with service to any user, host or network including, without limitation, deliberate attempts to overload a system and broadcast attacks; forging of any TCP-IP packet header or any part of the header information in an email or a newsgroup posting
If your web site is found to be the cause of a problem that brings all, or part of our network down, you may be charged a fine between £100 – £500 and may be reported to Law Enforcement Officers if it is found or deemed to be of malicious intent.
You will not, without our express written consent, copy, reproduce, republish, or otherwise use any material, in whole or in part, that is located on our web site, and customers will not use any of our trademarks, service marks, copyrighted materials, or other intellectual property without our express written consent. Customers will not, in any way, misrepresent their relationship with us or attempt to pass themselves off as The Hosting Heroes.
Governing Law and Sever-ability
This policy and any other agreement for The Hosting Heroes services, will be governed by and construed in accordance with the laws of the United Kingdom without reference to its conflicts of laws principles. Any litigation or arbitration between you and us will take place in the United Kingdom, and you will consent to personal jurisdiction and venue in that jurisdiction. If any provision or portion of this policy or other agreement is found by a court of competent jurisdiction to be unenforceable for any reason, the remainder of this policy or the agreement will continue in full force and effect.
Limitation of Liability
To the maximum extent permitted by applicable law, in no event, and under no theory of law or equity, will we (including without limitation, our executives, directors, officers, attorneys, managers, employees, consultants, contractors, agents, parent companies, subsidiaries, co-subsidiaries with the same parent company as us, affiliates, third-party providers, merchants, licensor’s, or the like) or anyone else involved in creating, producing or distributing our services, be liable for the loss of a domain name, or any business or personal loss, revenues decrease, expense increase, cost of substitute products and/or our services, and any other loss or damage whatsoever, or for any consequential, special, incidental, punitive or indirect damages of any kind arising out of any use of, or any inability to use, any of our services even if we have been advised of the possibility of such damages, our total cumulative liability, if any, to customer, or any third party, for any and all damages related to this polity or our services, including, without limitation, those from any negligence, and act or omission by us or our representatives, or under any other theory of law or equity, will be limited to, and will not exceed, the actual pound amount paid by the customer or the services which gave rise to such damages, losses and causes of actions during the 3 month period prior to the date the damage or loss occurred or the cause of action arose.
Nothing in this policy will be construed as creating a partnership or relationship of employer and employee, principal and agent, partnership or joint venture between us and you. Each individual relationship will be deemed an independent contractor at all times and will have no right or authority to assume or create any obligation on behalf of the other, except as may be expressly provided herein.
All Affiliate payments are made soon as you reach £100. You can not claim commission on your own sign-ups and orders.
Customers may not assign or delegate their rights or obligations under this policy or other agreement for our services, either in whole or in part, without the prior written consent of The Hosting Heroes.
Termination for Bankruptcy or Insolvency
If you become insolvent or any bankruptcy petition is filed by the customer, or any third party against the customer, we may immediately terminate provision of our services to you without prior notice or penalty. Such customer consent to the grant of relief from any automatic stay of proceedings against us in such event.
Free Domain Names
If your hosting plan came with a free domain name, then the domain names are fully registered to you the same way as it would be if the domain name was purchased by you. The domain name can not be transferred away from us for the first 6 months. Free domain names extensions are restricted to .com, .net, .org, .biz, .info, .co.uk, .org.uk and .me.uk only.
.UK domain name registration
By accepting our terms & conditions you are also accepting the terms & conditions specified by Nominet which can be found at http://www.nominet.uk/go/terms .
Customer Billing Policy
The following constitutes our Billing Policy and applies to all The Hosting Heroes customers.
All charges are shown in GBP, USD or EUR. We accept Credit Card (VISA, MasterCard, Switch, Solo, Electron, Maestro, Delta) and PayPal payments.
All payments are due on the Account Statement Date, which is defined by your chosen billing cycle and is usually the anniversary of the date to account was activated.
If you provide us with your credit card information, you authorise us to automatically charge your credit or debit card for charges that apply to your account. Recurring charges will be posted to your credit/debug card until such time that you cancel your account or change your payment method.
You are responsible for directly updating, or notifying us, of any changes to your credit/debit card (including, but not limited to card number, expiration date, billing address, or card status).
Customers not paying by credit/debit card agree to make payment of their balance due within ten (10) days of the Account Statement Date. Accounts that are seven (7) days past due will be automatically suspended.
All past due and unpaid balances may be subject to collection. In the event of collection, you will be liable for costs of collection including attorney’s fees, court costs, and collection agency fees, invoices will be passed to a debt collection agency once they are 30 days overdue.
Account credit will expire if not used within 12 months of being added.
If an account is not paid by its due date. A late fee of 5% is automatically added to the invoice.
Billing Cycles (Terms)
The Billing Cycle begins on the Service Activation Date. You may elect to change your Billing Cycle at any time. The new Billing Cycle will only take effect at the time of the next renewal. Additional items are non-refundable.
In order to ensure uninterrupted service to your website, all services will automatically renew at the end of their Billing Cycle. Renewal charges are based on the prevailing rate on the date of renewal according to the service selected. Services are renewed for the same billing cycle as originally purchased. If you wish to cancel a service before it’s renewal, please refer to the Cancellations section below.
Money Back Guarantee
Our fourteen (14) day money back guarantee is from your initial sign-up date on our Website Hosting and Reseller Hosting services. All other products such as Cloud Server VPS, Dedicated Servers, SSL Certificates and Domain names are excluded and do not have a money back guarantee.
All refunds are pro-rata. If a free domain name was included with your hosting service, then £10 will be kept back from the refund to cover the costs.
All Services will automatically renew until a they are cancelled. In order to cancel a service, you must contact our Support Desk Team and our customer service representatives will assist you with the cancellation process. Cancellations must be submitted at least 7 days before invoice due date, cancellations after this period will still be required to pay the invoice that is due.
Refunds are given if your product has a 14 day money back guarantee and you have given notice at least 48 hours prior to the end of the money back period. Renewals can not be refunded, you must cancel your account to void your invoice at least 7 days before your renewal date.
It is the clients responsibility to cancel any PayPal subscriptions if you no longer wish to make subscription payments to us. Over payments or duplicate payments will not be refunded however they will automatically add as credit to your account to use on all future invoices so the payment is not lost.
We do not post paper invoices or statements. Invoices are automatically emailed to your account email address and can be viewed along with any statements using our online portal system.
Hosting Plan Changes
There is no penalty fee for upgrading or downgrading to a different plan, however, you will be charged any difference between the set-up fee and package price applicable to your new and former plans.
Our policies and prices are subject to change with full notice. Any price changes become effective in the next billing cycle, we will notify you via email of this price change prior to the cost being edited.
Credit Card Disputes/Charge backs
We have a zero tolerance policy for charge backs. Any customer who disputes a credit card payment is subject to a fine, suspension and account termination at our discretion. A £25.00 charge back fee will be assessed for each credit card charge back received by us.
Acceptable Use Policy: (For All Customers)
This policy applies to all The Hosting Heroes Ltd customers and is not product specific. When you sign up for any of our services, you agree to the following:
You are required to use our network responsibly and with respect for our other clients. We reserve the right to suspend and/or cancel your service if you use our network in such a way that adversely affects other customers.
While we may monitor services electronically to determine that systems are operating correctly, as a general practice, we do not monitor your communications or activities to determine if they are in compliance with the policy.
However, when we are notified of a violation of this policy, we will take action to stop or correct the violation, including, but not limited to, denying access to our services and equipment. In addition, we may take action against you or one of your clients depending on the type of violation.
If you resell and offer Internet services, you will cooperate with us in any corrective or preventive action deemed necessary. Failure to cooperate is a violation of this policy and we reserve the right to take action which may also affect your other customers or web sites.
Non-The Hosting Heroes Products
Any mention of non-The Hosting Heroes products by us, our employees or any third party entity related to us is for information purposes only and does not constitute an endorsement or recommendation. The Hosting Heroes disclaims any and all liabilities for any representation or warranty made by the vendors of such non-The Hosting Heroes products or services.
Third Party Licenses
We makes a reasonable effort to provide you with technologies, developments, and innovations (collectively ‘Technologies’), part of which may be licensed, or co-branded, from or by third party entities. However, The Hosting Heroes make NO warranty of any kind, either express or implied, regarding the quality, accuracy, reliability, validity, or continued existence of any or all aspects of such Technologies. Moreover, we specifically disclaims all warranties of merchantability and fitness for a particular purpose for such Technologies. Furthermore, no customer will hold us liable in any way for the revocation of any license, which has been licensed to The Hosting Heroes. The use of the Technologies obtained from or through us, or any other referred third party, whether directly or indirectly, is at the sole risk of you the customer.
Our Unlimited plans are designed to make the management of websites simpler, without worry of a typical site going over a disk space limit. They are not designed as a file storage service or a place to keep backups, doing so will result in account suspension or termination. Examples of prohibited uses are:
All accounts must be kept within the allocated inode limits. Failure to do so may result in account suspension.
Acceptable Use Policy: Website Hosting/Reseller Hosting
All Website Hosting and Reseller Hosting is in a shared hosting environment, meaning multiple customers shared servers and services. This is standard for all Website Hosting and Reseller Hosting providers.
Website Hosting plans that come with unlimited bandwidth maybe asked to upgrade to a VPS Plan if your website is deemed to have too much traffic which causes slow speeds for other users, This will likely only effect websites causing performance issues to our servers.
Reseller Hosting plans can create a maximum of 100 user accounts, anything more than this will require an additional reseller account to be purchased. Each user account can host unlimited domains, this is due to hardware costs & software licensing and general over-usage for the price of the reseller account.
Accepting Payments on your Website
The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organisations that handle cardholder information for debit, credit or other payment cards. Our Website Hosting and Reseller Hosting service does not comply with PCI DSS due to the nature of a shared hosting environment (many users and websites sharing resources).
You are not permitted to store and manage card details on Website Hosting and Reseller Hosting. Any website found storing card details will be suspended.
Please note that we recommend using third-party payment processing gateways (for example paypal, worldpay or skrill) as payments are handled and stored by each third-party merchant respectively.
Accounts in a suspended status for longer than 60 days will be deemed inactive and will be terminated automatically.
Accounts that do not resolve to our servers (either through DNS, A-Records, MX records or CloudFlare) will be seen as a file storage account and the following timeline will apply:
Cost of Hosting
All Reseller Hosting customers are not permitted to physically sell free hosting plans directly to their customers. We do not allow free hosting to be hosted on our servers. Anyone found doing this will be asked to remove the facility or be suspended from our Website Reseller services.
You are permitted to provide hosting without charge as part of a different paid or managed service, such as web design. This is not deemed as providing a free account.
Any website that is deemed to be using a high amount of server resources (such as, but not limited to, CPU time, memory usage, and network resources) will be given the option to either pay for additional resources (depending on which resource is required), reduce the resources used to an acceptable level or upgrade to a Virtual Private Server. We will be the sole arbiter of what is considered to be a high server usage level. Any Website Hosting, Reseller Hosting (and individual clients) account deemed to be adversely affecting server performance or network integrity will be suspended without prior notice.
Any scripts that pose a potential security risk or are deemed to be adversely affecting server performance or network integrity will be shut down or will be automatically removed without prior notice. We also do not permit CGI script sharing with web sites not hosted by us.
We do not allow Chat Rooms to the installed on Website Hosting and Reseller Hosting platforms as they tend to require significant system resources which could have an adverse affect other customers.
We do not allow IRC or IRC bots to be operated on Web Hosting and Reseller Hosting accounts.
Background Running Jobs and Cron Jobs
We may allow ad-hoc programs to run in the background. These programs will be considered on an individual basis and acceptance is not guaranteed. However, most of our control panels allow scheduled tasks or cron jobs to be created.
Server Time zone
All our servers time zones are set to UK GMT.
We reserve the the right to suspend or remove any databases that cause issues and downtime on any of our servers. Large and busy databases that require a lot of user connections should be hosted on a dedicated or VPS machine. Any database over 2GB in size would be considered as overusage and not suitable for shared hosting.
If your web site is not closing database connections and your web site causes sleeping connections eventually causing high usage to our database server, then your database will be suspended. A £35.00 administration fee may apply to unsuspend any database from our server, however this is only charged if your database caused service outage to other clients.
Disk usage included with Website Hosting and Reseller Hosting plans includes disk space for databases and email.
Shared hosting accounts including reseller hosting that go over disk space usage will be billed at the end of each month at £5.00 per 1GB disk space used.
Viruses Uploaded to Websites
If your website contains a virus or a virus has been uploaded by the website owner or if the website is hacked in anyway, our system will automatically attempt to clean the virus, if this does not happen our system will then attempt to delete the virus. If the virus can not be deleted and several viruses are uploaded your domain name will be suspended from our hosting. You may be charged an administration fee of £10.00 to have the domain name re-enabled.
Backup of Data
We provide 100% backups of all Website Hosting and Reseller Hosting websites, databases & email. We always recommend you regularly make your own backups and always make a backup before you upgrade or change your website, meaning you can then recover to a specific point in time from your own backups. Restores from our nightly backups can be made either directly through your control panel or via a support request. Please note that backups from our vault are stored for up to 10 days only.
We reserve the right to remove any backups you create and store locally.
Service Level Agreement
If your service drops below 99.9% uptime in any given month you will be credited 10x the amount of downtime to your account. This must be claimed within 7 days of our monitoring dropping below this level.
Any planned maintenance work is except from this guarantee and will be ignored. Legacy accounts with sub-reseller enabled have no SLA.
Uptime level is calculated by our status page and monitors only.
Downtime occurring due to natural disasters or DDoS attacks against the network do not count towards the SLA calculations.
Acceptable Use Policy: Email Services
As part of Website Hosting and Reseller Hosting, we offer all clients a mail server and related mail services. The mail server is shared with other Website and Reseller Hosting customers.
The maximum number of email that can be sent out in any given hour is 100 from a domain. Each email sent must have 50 or less recipients.
For our web hosting, Wordpress hosting & all Reseller hosting products an email auto-clean system is set-up for all emails managed through IMAP or webmail (email stored on our servers).
The above default settings can be changed or disabled via webmail on the auto clean settings on our Smartermail Email Hosting, These can not be modified on our cPanel or DirectAdmin Shared/Reseller hosting.
Sending unsolicited bulk and/or commercial messages over the Internet (known as “spamming”) is prohibited, regardless of whether or not it overloads a server or disrupts service to our customers.
The term “spamming” also includes, but is not limited to, maintaining an open SMTP policy, engaging in spamming using the service of another ISP or IPP and referencing in the spam a web site hosted by us, and selling or distributing software (on a web site residing on one of our servers) that facilitates spamming.
Violators may be fined and will face immediate suspension. We reserve the right to determine, at our sole and absolute discretion, what constitutes a violation of this provision.
Mass mailing / mailing lists is not allowed on our Website Hosting and Reseller Hosting mail service.
Anyone who sends mass mail and is found to cause issues to our mail service or IP reputation will be given a fine (details below) and have the domain name suspended.
Those who are found to be sending masses of spam emails will be given a flat fine to cover administration time for The Hosting Heroes to physically remove the emails from our spool.
Any email spam /bulk user that causes IP black listings will be given a fine of £100.00.
Any user that causes complaints from other companies, for example spamcop, AOL, yahoo etc. will be given a fine of £50.00 to cover administration fee’s for us to advise the companies the reasons why the spam was sent.
The standard fine for sending spam emails are as follows:
On our shared hosting, email accounts can not exceed 2GB in size, this is enforced to prevent problems caused by backing up large mailboxes.
Acceptable Use Policy: Dedicated Servers and VPS
All Dedicated servers and VPS should be professionally managed by the end user unless a management addon has been purchased and must be kept free from viruses.
Dedicated Server customers who have not purchased managed services can purchase support tickets. Each ticket is £30.00 for 30 minutes support during UK Office hours excluding public bank holidays. Emergency technical support tickets outside of these hours cost £75 per 30 minutes.
Bandwidth Over Usage
Each month your bandwidth will reset on your billing date, if you go over your bandwidth allowance, a invoice will be generated. Bandwidth invoices will be charged anytime within 3-10 days after the invoice was generated.
Each Server is initially assigned a range of IP addresses. Additional IP addresses can be purchased are charged per IP address. A maximum of 5 IP addresses are allowed.
You are only permitted to add IP addresses that have been approved by The Hosting Heroes. Adding an IP address to your server that we have not allocated will result in your server being shut-down and a immediate fine of £100 being applied to your account. Your server will not be re-enabled until you have provided reason why the unauthorised IP has been added to your server. If you have several servers, you must contact us before moving IPs between servers
Dedicated Server Operating System Reload
Dedicated server customers requiring a OS Reload on a dedicated server can request one by submitting a ticket.
Service Level Agreement (Network)
If your service drops below 99.9% network uptime in any given month you will be credited 10x the amount of downtime to your account. This must be claimed within 7 days of our monitoring dropping below this level.
Any planned maintenance work is except from this guarantee and will be ignored.
Uptime level is calculated by our status page and monitors only.
Downtime occurring due to natural disasters or DDoS attacks against the network do not count towards the SLA calculations.
If you ever need to raise a complaint with The Hosting Heroes, please login to the client area at http://www.thehostingheroes.com/myhero/ and submit a ticket to our team who will escalate the complaint for you. Alternatively, you can write to us. Our address can be found on our company page at https://www.thehostingheroes.com/company/
All complaints are responded to within 48 hours if submitted online, and up to 14 days for postal complaints.
Domain Names and Renewals
Domain name pricing can be found on our domain name registration page at https://www.thehostingheroes.com/services/domainname-registrations/ domain name renewals are typically the same price as the registration price, however if in the case of a domain name price increase or decrease, we will notify all customers by emails at least 30 days before the pricing increase.
You must have at least 1 active hosting account with us to be able to register & renew domain names with us, we do not allow domain registration only accounts.
When your domain name is due to be renewed we will send you multiple reminders from 60 days before its expiry date. 30 Days before the domain expires we will invoice you for the domain renewal, once this is paid the domain name will instantly be renewed. Invoices that are not paid after 14 days will automatically be cancelled and the domain name will expire. You will need to contact our billing team within 28 days of the invoice due date by submitting a ticket at http://www.thehostingheroes.com/myhero/ if you wish to renew your domain name. Note some domain name extension/TLDs may occur a £80 fee for expired domains, we would notify you of this before billing you.
If you decide to transfer to another domain registrar,you can do so anytime at no extra cost from us. However You will need to transfer out your domain name at least 35-40 days before its expiry date to avoid us invoicing you for its renewal. Your new domain registrar may charge you additional costs to transfer in the domain to them depending on the domain name TLD.