Order Terms and Conditions
Web Hosting and other related services
Any references to "we", "us" and "our" refer to Halls Hosting ( trading name of Halls Group (UK) ), Registered office at Halls Group (UK), 2 Sunnyhill, Witley, Godalming, Surrey, GU8 5RN
All services provided by Halls Hosting may be used for lawful purposes only. Transmission, storage or presentation of any information, data or material in violation of any United Kingdom laws or international treaties. This includes, but is not limited to: copyrighted material, material we judge to be threatening or obscene, or material protected by trade secret and other statute. The subscriber agrees to indemnify and hold harmless Halls Hosting from any claims resulting from the use of service which damages the subscriber or any other party.
Prohibited are sites that promote any illegal activity or present content that may be damaging to our servers, or any other server on the Internet. Links to such materials are also prohibited.
Examples of unacceptable content or links:
hacker programs or archives
NOTICE: IF YOUR ACCOUNT IS FOUND TO CONTAIN ILLEGAL ACTIVITY, ILLEGAL MP3 FILES, PIRATED SOFTWARE, HACKER PROGRAMS, WAREZ PROGRAMS, OR ANY OTHER ILLEGAL FILES, YOUR ACCOUNT WILL BE SUSPENDED IMMEDIATELY. FAILURE TO REMOVE THE OFFENDING CONTENT WILL RESULT IN YOUR ACCOUNT BEING TERMINATED - NO REFUNDS WILL APPLY. ADDITIONALLY, HALLS HOSTING WILL NOTIFY THE RELEVANT AUTHORITIES OF YOUR ACTIONS.
We are a Nominet Official Registrar and as such may provide you with a domain name via Nominet. You can read Nominet Terms and Conditions http://www.nominet.org.uk/go/terms
All non-UK domains are provisioned through our registrar partner OpenSRS / Tucows Domains. As such we cannot guarantee the availability of a particular domain, however any charges incurred in the registration of a domain which is subsequently found to be unavailable will be refunded in full.
Both UK and non-UK domains are provisioned through third-party registrars. Please note that the registrars may reject a registration if invalid information is provided at the time of order. All TLDs and ccTLDs have differing validation requirements which are also subject to change. As such we are not responsible for the validation of such data and it is your responsibility to check that a domain registration has been completed by the receipt of a 'domain registration confirmation' email. In the unlikely event a domain is rejected by the registrar, you will not receive such an email and we would need to be alerted to investigate this with the registrar directly and process the registration manually.
All domains are renewed on an annual basis automatically, we will send out reminder emails in advance of their expiry. We will send the emails to the email address on the account, it is your responsibility to make sure the contact details are up to date. We take no responsibility if your domain renewal fails due to your contact details being incorrect. If you do not wish to renew a domain please make sure you contact us a minimum of 14 days before your domain expires by emailing us at email@example.com or by raising a support ticket. Alternatively, you can set your domain to auto-renew, this can be managed through your client area. All domains will be billed in advance of expiry and renewed once payment is received. If you have set up an automatic payment, this will be done automatically.
If you do not renew your domain before its expiry date it will have all services we provide suspended and you will have up to 30 days (protected period) after to renew the domain name at the original renewal fee. Please see our domain checker for renewal fees. After 30 days your domain will be suspended and will go into a 60 day grace period which you can still renew your domain name but with an additional redemption fee of £80 + VAT. This must be requested by email before the 80th day after your domain has expired, after 90 days your domain will be cancelled and deleted from the register and made available for resale through a third party registrar. We will not guarantee the renewal of a domain name.
Bandwidth/Disk Space Usage
We operate an 'unlimited' service, meaning we do not actively limit your account on disk space or bandwidth. However, this is subject to fair use and any customer using an amount of monthly bandwidth or disk space deemed excessive in comparison to the average usage by other customers on our platform may, at our discretion, be advised to upgrade to a bespoke solution and billed accordingly.
We provision very large disks for our hosting plans, but no physical or virtual server can have an "unlimited" disk size due to limitations in both hardware and software. We will not let this hinder your usage, but it will mean that if you are operating a large account we may require that your account is moved to a server where it can be more easily accommodated without affecting other customers, or that your account is split over several shared servers. We would not charge for doing so and would always provide the information and tools necessary for you to operate your service. However, refusal to co-operate with an account move request will result in account suspension and/or termination as we must ultimately ensure platform stability and service delivery at all times.
We do not allow bots to be operated on our hosting plans.
We reserve the right to refuse, cancel or suspend service, at our sole discretion.
Any attempt to undermine or cause harm to a server or customer of Halls Hosting is strictly prohibited. As our customer, you are responsible for all your accounts. Should you violate the Terms of Services outlined within, your account will be cancelled without chance of refund.
Refusal of Service
We reserve the right to refuse, cancel or suspend service, at our sole discretion.
All sub-networks, distributive hosting sites and dedicated servers of Halls Hosting must adhere to the above policies, with the exception of system resources in respect to dedicated servers.
By the Account Activation Date of each month, we shall deliver, via e-mail or post, an invoice in accordance with the applicable Service Fees for services to be rendered in the forthcoming month. When an invoice is delivered to the client, payment shall be remitted to us by no later than the specified payment due date. We shall be entitled to immediately terminate this agreement for client's failure to make timely payments. You will be provided with an invoice on a monthly basis. We do not record or store customer credit/debit card data but you are able to set up recurring billing through our payment partners (currently Stripe & PayPal) to allow us to take payment for invoices as they become due.
It is your responsibility to ensure that you have sufficient funds to cover any transactions. Failure to make payment will result in up to three overdue notices being submitted to you before your account is suspended and/or terminated. Accounts suspended for non-payment are liable for termination without notice.
Failure to pay for your invoice we reserve the right to add a late fee to your invoice. This is currently 25%. For an example £20.00 + 25% = £25.00
If you do a chargeback (refund from the payment provider you use e.g. bank) you will be liable to pay £30 of the fees we are charged if you don't pay this chargeback and you would like to carry on being an customer of ours then you must pay this fee. If you don't then we will look at different ways of recovering the costs. Your services will also be suspended until the invoice has been paid.
We will Price Match any other United Kingdom web hosting provider plus add 5% off the final price.
To be able to qualify with our price match guarantee you must get in touch with us before submitting your order. You must follow the steps that is stated here. The Web Hosting provider must be based within the United Kingdom. You must also include in the message you send us. The name (of the hosting company), the link (for the plan you have found) and the price of plan you have found.
Please bear in mind that different UK hosting providers offer a wide variety of price, options and other features within their specified prices, so we will attempt to match or beat prices based on the nearest price plan to our own hosting services. For example, if one price plan only offers a low number of email addresses and lower web space (e.g. 20 mailboxes and 10GB web space) we will need to consider a higher priced plan if offered by them when offering a price match since we offer unlimited mail and unlimited amounts of web space, as well as many included features at no extra cost with our hosting service.
The price match will apply to all our hosting plans on either a monthly, annual. This price match offer only applies to our monthly or annually web hosting plans, and will not apply to Optional Extras or Domain Name Registrations or Domain Renewals.
Please note we can't price match a hosting plan if a promo code is being used on our website or any other UK web hosting company.
Please get in touch with us via the contact us page on all page with the details with have asked for above. We will aim to get back to you within 1 hour of first contact. (excluding weekends, bank holidays, Christmas and boxing day.
We reserve the right to end or change this offer or the conditions at any time. Customers will always be notified of any price change prior to any renewal payments due.
If you pick "Yes" on Receive SMS notifications? you agree to receiving text messages from Halls Hosting. This option is shown on our order form and/or editing your details in the client area. You will receive messages from us regarding "password has been changed", "Invoice Created" and so on you can read a full list by clicking here
You can "opt out" at any time by going to your client area. If you are unsure, then please click here for details how to "opt out" All messages from Halls Hosting will be marked as "HALLSGROUP". Please don't reply to any text messages you get as we will not receive them and you could be charged. If you need help please submit a ticket.
You also agree that we can send you a text messages for anything else, all SMS messages sent by us "Halls Hosting" are recorded and stored on a secure server.
All SMS we send out is free of charge to you.
We do understand that some customers like speaking on the phone. So we will accommodate this on request only. We will have to book in each phone appointment on request, with a member of our team. For an example if "Customer K" would like us to call them regarding an issue they are having with an email. "Customer K" would submit a support ticket and then we will book in a phone appointment. All phone requested must be booked in before hand. Due to our team is busy with different areas of the company, we won't be able to call straight away. Please click here to book a phone appointment.
Customer security is very important to us that is why, we will ask you security questions we hold on your account. We reserve the right to deny giving you phone support if you don’t know the details. We will call you back on a private number. Please make sure your phone accepts private or unknown numbers. We will not be held responsible if your unable to receive these types of calls. If we do call you back we will only try 3 times after the 3rd time we will then send you an email if we hold an account for you. We also reserve the right to use phone call recordings in court, police investigations or complaints.
Cancellation and Refunds
If you no longer wish to continue with your hosting, please submit a cancellation at least 7 days before your services are due to be renewed. Your account will only be deemed as terminated once all outstanding balances have been paid in full. Domains will only be considered for transfer once all balances have been settled, we will not charge you for transferring a domain(s) away to another registrar's tag. The customer acknowledges that, termination of the agreement for any reason will result in us ceasing to provide the applicable services, with the consequences that flow from such cessation, including (but not limited to), deletion of data e.g. hosting account(s) and mailboxes.
If you would like to cancel your hosting services or any addons you have with us, you must fill in the cancellation request in your client area. We can't accept any other communications (E.g. support ticket, via phone, email, Facebook messages) We can only accept a cancellation request from your client area. Please click here to see how to cancel your services. Once you have submitted your cancellation request, we will remove the services from your account depending what option you have picked (Immediate or End of Billing Period). Please note once we have started your request we can’t stop it half way through the process, all your data on our servers will be removed. If you have sent a cancellation request by accident you must get in touch with us immediately. When the cancellation process has finished we will get in touch once its finished to confirm your request, there is no way for us to recover any of your data.
If you decide to cancel after payment is made, you will not receive a refund for the current month in use (we do not give partial monthly refunds). If cancellation is done by Halls Hosting due to an account violation, there will be no refund. Additional features can be added at any time. Halls Hosting reserves the right to change prices at any time, but will notify all clients before such changes take place. A service cannot be cancelled while an invoice is outstanding.
If you have paid annually you will only get a refund on the months you have not used. For an example if you paid for an annually invoice in January and you wish to cancel your hosting in March you will not get a refund for January, February or March but you will get a refund from April to December. Refund will take no longer the 31 days. Please also note we don't give refunds on domains.
On a very rare occasion there might be an issue with our payment provider who has charged you twice. (You must provide the correct documents like bank statement to back up your claim) If you have been charged twice for an example for an invoice, domain and a service. We can't unfortunately give you a refund. At our own discretion, we might give you a goodwill gesture which would be in the form of "funds" added to your account and pay the domain for another year.
As mentioned above, if you do a chargeback (refund from the payment provider you use e.g. bank) you will be liable to pay £30 of the fees we are charged if you don't pay this chargeback "fee" and you would like to carry on being a customer of ours then you must pay this fee. If you don't then we will look at different ways of recovering the costs. Your services will also be suspended until the invoice has been paid in full. If you have a special contract with us, this will also be suspended or cancelled.
Limitation of Liability
We shall not be responsible for any claimed damages, including incidental and consequential damages, which may arise from our servers going offline or being unavailable for any reason whatsoever. Furthermore, we shall not be responsible for any claimed damages, including incidental or consequential damages, resulting from the corruption or deletion of any web site from one of our servers. All damages shall be limited to the immediate termination of service.
We take backups of all data related to your hosting account. However, it is your responsibility to ensure that your own data is backed-up regularly to your own computer or another service via appropriate methods. We will not be held responsible or liable for any data that cannot be retrieved in the event of deletion, failed software installations, account termination, hardware failures and other events which may cause data loss.
If you are moving to us from another cPanel provider, we can assist with the migration by restoring any cPanel backups you upload to us via FTP. It is your responsibility to supply these backups. We will not log in to your old provider's platform and perform the backups on your behalf. Any migrations from non-cPanel providers will not be performed by us and must be done by you. We provide a full guide on how to accomplish this and can assist if you have issues.
All support requests must be raised through the tickets system via our website. We can also provide support via live chat, e-mail, Facebook, text message, Whatsapp business and any other way if required but all requests must first be initiated through a support ticket. This helps us deal with your query more effectively and provides a clear history of all correspondence.
Please note that we provide support to our direct customers only. We will not provide support via any means to your resold clients or any third-party not holding a direct account with us under any circumstances. It is your responsibility to cater for the support needs of your customers. In the event there is a hosting-related issue that you are unable to resolve, you are required to communicate this to us in detail via a support ticket and we will investigate and respond to you accordingly so you can inform your customer.
Violations of these policies should be referred to firstname.lastname@example.org. All complaints will be investigated promptly. Failure to follow any term or condition will be grounds for immediate account deactivation.
We cannot be held liable for system down time, crashes or data loss. We cannot be held liable for any predicated estimate of profits which a client would have gained if their site was functioning. Certain services and software provided by us are resold.
Thus, certain equipment, routing, software and programming used by us are not directly owned or written by Halls Hosting (examples include cPanel management and WHMCS billing software). Moreover, we hold no responsibility for the use of our clients' accounts. Failure to comply with any terms or conditions will result in the automatic deactivation of the account in question. We reserve the right to remove any account, without notice for any reason without restitution, at our discretion.
By activating your account with us, you agree to the above policies and disclaimer. Upon requesting activation of an account, you are required to accept these policies, guidelines and disclaimer.
NOTICE: If you sign up for an account and fail to comply with these terms, no refunds will be given. We will, however, advise you by e-mail or phone prior to taking any action to provide you with an opportunity to correct the problem.
Server Uptime Guarantee
We offer a 99.99% service uptime guarantee In the unlikely event that we fail to meet our obligations we will provide full and thorough explanations for any downtime.
Please note that from time to time, it will be necessary for us to perform essential maintenance or upgrades to our infrastructure. In the event of such planned maintenance, we will provide notice so you can make necessary arrangements to contact your customers or suspend any service monitoring you may have in place for the period of the planned outage. Where possible, such upgrades will be carried out overnight in the UK to minimise impact on customers. Downtime incurred as a result of planned and notified maintenance will not be included in our downtime statistics.
Acceptable Use Policy
As a provider of web site hosting and other Internet-related services, we offer our customers (also known as "Subscribers") and your customers and users the means to acquire and disseminate a wealth of public, private, commercial and non-commercial information. We respect that the Internet provides a forum for free and open discussion and dissemination of information. However, when there are competing interests at issue, we reserve the right to take certain preventive or corrective actions. To protect these competing interests, we have developed an Acceptable Use Policy ("AUP"), which supplements and explains certain terms of each customer's respective service agreement, and is intended as a guide to the customer's rights and obligations when using our services. This AUP will be revised from time to time.
One important aspect of the Internet is that no one party owns or controls it. This fact accounts for much of the Internet's openness and value, but it also places a high premium on the judgment and responsibility of those who use it, both in the information they acquire and in the information, they disseminate to others. When subscribers obtain information through the Internet, they must keep in mind that we cannot monitor, verify, warrant or vouch for the accuracy and quality of the information they acquire. For this reason, the subscriber must exercise his or her best judgment in relying on information obtained from the Internet, and should be aware that some material posted to the Internet may be sexually explicit or otherwise offensive. Because we cannot monitor or censor the Internet, and will not attempt to do so, we cannot accept any responsibility for injury to its subscribers resulting from inaccurate, unsuitable, offensive or illegal Internet communications.
When subscribers disseminate information from the Internet, they must keep in mind that we do not review, edit, censor or take responsibility for any information its subscribers may create. When users place information on the Internet, they have the same liability as other authors for copyright infringement, defamation and other harmful speech. Also, because the information created is carried over our network and may reach many people, including both our subscribers and non-subscribers, subscribers' postings to the Internet may affect other subscribers and may affect our goodwill, business, reputation or operations. For these reasons, subscribers violate our policy and these terms when they, their customers, affiliates or subsidiaries engage in the following prohibited activities:
Sending unsolicited bulk and/or commercial information over the Internet. It is not only harmful because of its negative impact on consumer attitudes toward Halls Hosting, but also because it can overload our network and disrupt service to our subscribers. Also, maintaining an open SMTP relay is prohibited. When a complaint is received, we will investigate and suspend the account that is sending spam and reserve the right to keep the account suspended until such time that the account no longer sends spam.
Audio/Video Streaming is not hosting friendly. As such, we do not allow any streaming of audio or video content where the core files are hosted on our platform. Offending accounts will be suspended without noticed or terminated.
File Storage / Online Backups
We do not permit the use of our hosting plans platforms for the storage of backup or archival data, mirror sites, personal multimedia content such as movies, music, photos or other media. Your account and any sub-accounts may be used for genuine web hosting purposes only. Any such content is not permitted and will be removed and any offending accounts suspended.
Services such as OwnCloud are not permitted on our hosting plans and accounts found to be utilising web space for such services will have their data removed and services suspended.
We don't limit your disk space providing the majority of your space is used for web hosting. We do not permit the use of our hosting plans as an e-mail archival system and you may be asked to remove e-mail, archive e-mail to your computer.
We do not permit the use of our platform to provide free hosting to our customers. Providing free hosting encourages spamming and other abuses of the platform and as such this is explicitly disallowed.
File Sharing Websites or Peer-to-peer media (including files) sharing or streaming
We do not permit the use of our platform for file sharing of any kind. This includes but is not limited to peer-to-peer file or media sharing, Bit Torrent, Tor or other such forms of data transmission.
Obscene Speech or Materials
Using our network to advertise, transmit, store, post, display, or otherwise make available child pornography or obscene speech or material is prohibited. We are required by law to notify law enforcement agencies if we become aware of the presence of child pornography on or being transmitted through our network.
Defamatory or Abusive Language
Using our network to transmit or post negative, defamatory, harassing, abusive or threatening language.
Forging of Headers
Forging or misrepresenting message headers, whether in whole or in part, to mask the originator of the message.
Illegal or Unauthorised Access to Other Computers or Networks
Accessing, illegally or without authorisation, computers, accounts or networks belonging to another party, or attempting to penetrate security measures of another individual's system (often known as "hacking"). Also, any activity that may be used as a precursor to an attempted system penetration (i.e., port scan, stealth scan or other information-gathering activity).
Distribution of Internet Viruses, Worms, Trojan Horses or Engaging in Other Destructive Activities
Distributing information regarding the creation of and sending Internet viruses, worms, Trojan horses, pinging, flooding, mail bombing or denial of service (DDOS) attacks. Also, activities that disrupt the use of or interfere with the ability of others to effectively use the network or any connected network, system, service or equipment.
Destructive activities include inviting, either directly or indirectly, an attack (such as a DDOS) against our platform. Such invitations include inviting third parties to attempt to compromise the security of our platform or knowingly participating in an external attack (such as a DDOS) which results in retaliatory action from a third-party.
Facilitation a Violation of this AUP
Advertising, transmitting or otherwise making available any software, program, product or service that is designed to violate this AUP, which includes the facilitation of the means to spam, initiation of pinging, flooding, mail bombing, denial of service attacks and piracy of software.
We reserve the right not to accept postings from newsgroups where we have actual knowledge that the content of the newsgroup violates the AUP.
We do not permit the hosting of any sites engaging in phishing, impersonating public institutions or private companies in an attempt to defraud members of the public. Any sites found in breach of this will be suspended or terminated without notice.
Other Illegal Activities
Engaging in activities that are determined to be illegal, including, but not limited to, advertising, transmitting or otherwise making available Ponzi schemes, pyramid schemes, fraudulently charging credit cards, publishing or threatening to publish private data and pirating software.
Engaging in activities, whether lawful or unlawful, that we determine to be harmful to our subscribers, operations, reputation, goodwill or customer relations.
As we have pointed out, the responsibility for avoiding harmful activities just described rests primarily with the subscriber. We will not, as an ordinary practice, monitor the communications of our subscribers to ensure that they comply with our policy or applicable law. However, when we become aware of harmful activities, it may take any action to stop the harmful activity, including, but not limited to, suspension or termination of hosting services, removal of information, shutting down a web site, implementing screening software designed to block offending transmissions, denying access to the Internet, or any other action we deem appropriate.
We are also aware that many of our subscribers are themselves providers of Internet services, and that information reaching our facilities from those subscribers may have originated from a customer of the subscriber or from another third party. We do not require our subscribers who offer Internet services to monitor or censor transmissions or web sites created by customers of our subscribers. We reserve the right to directly act against a customer of our subscribers. Also, we may take action against our subscriber because of activities of a customer of the subscriber, even though the action may affect other customers of the subscriber. Similarly, we anticipate that subscribers who offer Internet services will cooperate with us in any corrective or preventive action that we deem necessary. Failure to cooperate with such corrective or preventive measures is a violation of our policy.
We will not intentionally monitor private electronic mail messages sent or receive by our subscribers, unless required to do so by law, governmental authority or when public safety is at stake. We may, however, monitor its service electronically to determine that its facilities are operating satisfactorily. Also, we may disclose information, including, but not limited to, information concerning a subscriber, a transmission made using our network, or a web site, to comply with a court order, subpoena, summons, discovery request, warrant, statute, regulation or governmental request subject to Data Protection and other UK legislation. We assume no obligation to inform the subscriber that subscriber information has been provided and, in some cases, may be prohibited by law from giving such notice.
Finally, we may disclose subscriber information or information transmitted over our network where necessary to protect us and others from harm, or where such disclosure is necessary to the proper operation of the system. However, we will never sell information to other services or outside companies.
We expect that our subscribers who provide Internet services to others will comply fully with all applicable laws concerning the privacy of online communications. A subscriber's failure to comply with those laws will violate our policy. Finally, we wish to emphasise that, in accepting these terms and placing an order, subscribers indemnify Halls Hosting for any violation of the Service Agreement, law or Halls Hosting policy resulting in loss to Halls Hosting or the bringing of any claim against Halls Hosting by any third party. This means that, if we are sued because of a subscriber's or customer of a subscriber's activity, the subscriber will be responsible for payment of any damages awarded against us, plus costs and reasonable legal and solicitors' fees.
We hope this AUP is helpful in clarifying the obligations of Internet users, including Halls Hosting and its subscribers, as responsible members of the Internet. Any complaints about a subscriber's violation of this AUP should be sent to email@example.com.
If you wish to make a complaint about a service you have received, please submit an email to us at firstname.lastname@example.org, including as much detail from the issue you have. We will acknowledge your complaint within 1 business day and aim to resolve any issues within 5 business days.
If you're not happy with the initial outcome of your complaint, then please feel free to escalate your issue by replying to the ticket and it would be put towards a manager at Halls Hosting.
Notification of Changes
These terms and conditions form part of the Agreement between the Client and ourselves. Your accessing of this website and/or subscribing for any of our services indicates your understanding, agreement to and acceptance of the Disclaimer Notice and the full Terms and Conditions contained herein. Your statutory Consumer Rights are unaffected.
Last Update to Terms
These Terms and Conditions were most recently updated on 30/01/2018
Changes - Updated trading address