Terms of Service
In short. We build your website and host it. You own your website and your content. Monthly hosting has a 6-month minimum term, first hosting orders have a 30-day money-back guarantee, and domain registrations can’t be refunded. Your price never goes up during a term. We don’t charge late fees. If you’re a consumer, you keep all your legal rights.
These terms are written in plain English. If anything is unclear, email [email protected] before you order.
- Who we are
- What we provide
- Ordering, and starting work straight away
- Building your website
- Paying us
- If you don’t pay
- Minimum term and cancelling
- Refunds
- Using the service responsibly
- Your website, your content, and what stays ours
- Backups
- Our responsibility to you
- Suspending the service
- When your service ends
- Personal data
- Changes to these terms
- Complaints
- General
1. Who we are and who these terms are with
1.1 We are Phoenix Digital Innovations Ltd, trading as Phoenix Hosting, a company registered in England and Wales with company number 17458875. Contact: [email protected]. Report a security problem to [email protected].
1.2 We are not registered for VAT, so no VAT is added to our prices. The price shown is the price you pay.
1.3 You are the person or business placing the order. Some sections apply only if you are a consumer (an individual buying for personal use, not for a business) and say so. If we don’t know whether you are buying as a business or as a consumer, we treat you as a consumer.
1.4 These terms (including the refund rules in section 8), our Privacy Policy, our Data Processing Terms (where we handle personal data for you) and your order confirmation make up our agreement. If they conflict, your order confirmation wins, then these terms. On data protection, the Data Processing Terms win.
2. What we provide
2.1 Website builds. A Template build or a Custom build (up to 5 pages), made from the answers in your onboarding brief. Extra pages and later edits are charged at the price shown when you order them.
2.2 Hosting. The Footing, Foundation or Bedrock plan, sold together with a website we build. Each plan’s limits (websites, storage, mailboxes, databases) are shown when you order. A free SSL certificate is included.
2.3 Managed Protection. An optional add-on, charged per website. It includes monitoring, security checks, keeping your site’s software up to date, fixing problems we find, daily backups kept away from your hosting with restores done for you, and priority support. It is a level of service, not a different place to host your site.
2.4 Socials + Reviews Setup. A one-off service to set up or tidy your Google Business Profile, social media pages and review profiles, in your name. The optional Live Reviews add-on shows your reviews on your website for a monthly fee.
2.5 Domain names. Registered for you, in your name, through our registrar partner for 1 to 5 years.
2.6 Availability. We aim to keep your website online and available at all times. Occasionally it may be unavailable for planned maintenance, or because of problems outside our reasonable control (including failures of our hosting, network or other third-party providers). When that happens we will work to restore service as quickly as reasonably possible and, where we can, give you notice of planned maintenance. This is an aim, not a guarantee of uninterrupted service.
2.7 What we don’t promise. We don’t guarantee search rankings or a number of reviews, or that Google, Meta, a review platform or a domain registry will approve, verify or keep a listing live. Those decisions are theirs. We will always provide our services with reasonable care and skill.
3. Ordering, and starting work straight away
3.1 Your order is accepted when we send you an order confirmation email. That is when our contract starts.
3.2 Consumers: your 14-day right to cancel. If you are a consumer ordering online, the law gives you 14 days, starting the day after our contract starts, to cancel for any reason.
3.3 Asking us to start now. We won’t start work during those 14 days unless you ask us to. At the end of your onboarding brief there is a box, never ticked in advance, that you must tick before you can send the brief. For a website build it says:
I ask Phoenix Hosting to start building my website now, before my 14-day cancellation period ends.
I understand that if I cancel during those 14 days, I will pay for the work done up to the time I tell you, and get the rest back.
I understand that once the work is finished and delivered, I can no longer cancel it, and that fee is not refundable.
For Socials + Reviews Setup the wording is the same, with “setting up my social media and reviews” in place of “building my website”. We keep a record of your request with the date and time, and email you a copy.
3.4 If you cancel within the 14 days after asking us to start, you pay for the work done up to the moment you tell us you are cancelling, in proportion to the full price. We refund the rest within 14 days, to the way you paid.
3.5 Once the work is finished and delivered after you asked us to start, you can no longer cancel it, and that fee is not refundable.
3.6 If you cancel before we have started, you get a full refund.
3.7 Business customers do not have the 14-day legal right to cancel. The refund rules in section 8 still apply.
3.8 How to cancel in the 14 days: email [email protected] or use your client area. A clear statement that you want to cancel is enough.
4. Building your website, and accepting it
4.1 We build your site from your onboarding brief. Please make your answers accurate and complete. Delays in sending content, logins or approvals will delay the build.
4.2 When your site is ready we email you a link to see it before it goes live. You can either accept it, which confirms the build has been delivered as agreed, or ask for changes.
4.3 Revisions. Every build, Template or Custom, includes 3 rounds of revisions before you accept. A round is one set of changes you send us together, which we then make. Further rounds, and changes after you accept, are charged as website edits.
4.4 Deemed acceptance. If you neither accept nor ask for changes within 14 days of our “your website is ready” email, the build is treated as accepted. We will remind you at least once before then.
4.5 When you accept, we record who accepted, when, from which IP address and browser, and the exact version accepted.
4.6 Accepting the build doesn’t take away your legal rights if it later turns out we didn’t build it with reasonable care and skill.
5. Paying us
5.1 Build fees are one-off and payable when you order. Hosting and add-ons are billed monthly or yearly in advance, automatically, by card through our payment provider. Yearly billing costs ten times the monthly price.
5.2 Bundle discount. If you buy hosting and Managed Protection together, a discount applies to both for as long as you keep both. The rate depends on your hosting plan and is shown when you order.
5.3 Your price is fixed for your term. The price you agreed is fixed for the whole of your contract term and never rises during it. Any change applies only from your next term or renewal. We will give you at least 30 days’ notice by email, and you may cancel before the change takes effect.
5.4 We don’t charge late fees or interest on unpaid invoices.
6. If you don’t pay
If an invoice is not paid, this is what happens. We will email you at each stage.
- From 10 days overdue, we may lock your access to edit your website through our management portal. Your website stays online.
- From 30 days overdue, your hosting is suspended and your website is no longer available to visitors.
- From 60 days overdue, we send you reminders that your account is due to be deleted, with the date.
- From 90 days overdue, your website, data and mailboxes are permanently deleted from our hosting. See section 11.4 about backup copies.
At any point before deletion you can pay what is owed and we will restore your service in full. Nothing is deleted before day 90. We may give individual customers longer.
7. Minimum term and cancelling
7.1 Monthly services: minimum term. Monthly services run for a minimum of 6 months. You may give notice from month 5 onwards, and your service and billing end at the end of month 6. Six monthly payments are due in total. This is subject to the 30-day money-back guarantee on first hosting orders (section 8).
7.2 After the minimum term you may cancel at any time. Your service ends at the end of the following billing period, and one further monthly payment is due.
7.3 The 3-day window. If you cancel within 3 days after a payment is taken, no further payment is due. Your service runs until the end of the period you have already paid for, and then ends.
7.4 Yearly services are paid for the full year in advance and run for that year. They can’t be cancelled part-way through and no part-year refund is given, except under section 3 or section 8. They renew automatically; you may cancel the renewal at any time up to the day before the renewal date.
7.5 How to cancel. In your client area, or by emailing [email protected]. We confirm every cancellation by email. We will never make cancelling harder than signing up.
7.6 New subscription law for consumers. The Digital Markets, Competition and Consumers Act 2024 brings in new rules for consumer subscriptions (reminders before renewals, a cooling-off period after some renewals, and an easy way to cancel). They are not yet in force; the government expects them to start in 2027. When they start, we will follow them for consumer customers and update these terms.
7.7 We may end the agreement on 30 days’ notice for any reason, and refund anything you have paid for the period after it ends; or straight away if you seriously break these terms (see section 13).
8. Refunds
Nothing in this section reduces your rights under section 3 or under consumer law.
8.1 Hosting: 30-day money-back guarantee. If it is your first hosting order with us and you cancel within 30 days, we refund the hosting fee in full. After that, monthly plans have the 6-month minimum term in section 7, and we don’t refund part-used periods.
8.2 Website builds. The build fee is not refundable once the build is delivered and accepted (section 4), or once work has started, except as section 3 allows for consumers.
8.3 Domain registrations are never refundable, because the registry fee is paid as soon as the domain is registered.
8.4 Add-ons (such as Managed Protection) follow the hosting rules unless we tell you otherwise when you order.
8.5 Refunds go back to the way you paid, within 14 days of us agreeing them.
9. Using the service responsibly
You must not use our services, or let anyone else use them, to:
- break the law, or infringe anyone’s copyright, trade marks or other rights;
- host or send malware, phishing, spam or unsolicited bulk email;
- publish anything fraudulent, defamatory, harassing or hateful, or anything that sexually exploits children;
- attack, probe or overload our systems or anyone else’s, or try to get into other customers’ websites;
- run crypto-mining, open proxies, file-sharing or mass-storage services not related to your website;
- publish fake reviews, reviews that hide that they were paid for or rewarded, or show reviews in a misleading way (for example by hiding negative ones).
You are responsible for keeping your passwords safe and for what happens under your logins. Tell us straight away at [email protected] if you think an account has been compromised.
10. Your website, your content, and what stays ours
10.1 Your website is yours. Once it is built and paid for, you own it. If you leave, you can take it with you (section 14).
10.2 Your content (text, images, logos, and any data you give us) stays yours. You allow us to copy, store, adapt and publish it only as needed to provide our services. You confirm you have the right to use everything you send us.
10.3 Our management portal and tools stay ours. You edit your website through our management portal. The portal, its code, and any monitoring, security or other tools we use are Phoenix Hosting’s exclusive property. They are not licensed or transferred to you, and you can’t use them after your service ends. Your website will keep working once moved, but editing it elsewhere may need new set-up by you or someone you hire.
10.4 Fonts and photos on your site. The fonts we use (under the SIL Open Font Licence) and the photos we use (either your own or released for free use, such as CC0) may be kept and used by you on your website, including after you leave us. We check this for every build. Other third-party parts of a site, if any, remain under their own licences, and we will tell you about them.
10.5 Credit and portfolio. Unless you tell us not to, we add a small “Website by Phoenix Hosting” link in your website’s footer and may show your website in our portfolio. You can opt out at any time by telling us (email is fine), and we will remove both.
11. Backups
11.1 Hosting on its own includes no backups. If something goes wrong we will always try to help, but we can only guarantee a restore if you have Managed Protection.
11.2 Managed Protection includes daily backups of your website, stored away from your hosting and kept for 30 days, and restores done for you when you need them.
11.3 Whatever plan you are on, please keep your own copy of anything you can’t afford to lose.
11.4 After we delete your website, encrypted backup copies may remain in our backup system until they expire automatically, within 12 months. They are kept secure, are not accessed, and are not used to restore your website once your account has closed.
12. Our responsibility to you
12.1 What we never limit. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else the law does not allow us to limit or exclude.
12.2 If you are a consumer, you have legal rights under the Consumer Rights Act 2015: our services must be provided with reasonable care and skill and match what we told you about them. Nothing in these terms affects those rights. Where the law entitles you to a price reduction or a refund, we will never limit our liability to less than the price you paid for the service concerned. We are not responsible for losses that were not foreseeable when our contract started, or for business losses (such as lost profits) if you bought as a consumer.
12.3 Our overall limit. Subject to 12.1 and 12.2, our total liability to you for everything arising out of or in connection with our agreement is limited to the total you paid us in the 12 months before the event that caused the problem.
12.4 If you are a business, then as far as the law allows, and subject to 12.1, we are not liable for loss of profits, revenue, business, goodwill or anticipated savings, or for any indirect or consequential loss.
12.5 Things outside our control. We are not liable for delay or failure caused by events beyond our reasonable control, such as a failure or security incident at a third-party provider, a major internet outage, or decisions by Google, Meta, a review platform or a domain registry. We will tell you and do what we reasonably can.
13. Suspending the service
13.1 We may suspend a website, mailbox or account, without notice where necessary, if:
- it is sending spam or malware, has been hacked, or is putting other customers or our systems at risk;
- we are required to by law, a court, the police or a regulator; or
- you seriously break section 9.
13.2 We will tell you why as soon as we can, and restore the service once the problem is fixed. Suspension for non-payment follows section 6 instead.
14. When your service ends
14.1 Your copy, free. Ask us before your end date and we will give you, free of charge, a zip file of your website’s files and your own content (text, images and uploads). This does not include the management portal, its code or any Phoenix Hosting tools (section 10.3).
14.2 After you cancel, we keep your website and data for 30 days, then delete them. After non-payment, deletion happens from day 90 (section 6). Backup copies expire as described in section 11.4.
14.3 Domain names stay registered in your name. We give you the transfer code, or change the tag for .uk domains, when you ask.
15. Personal data
How we use your personal data is explained in our Privacy Policy. Where we handle personal data on your behalf (for example enquiries from your website’s visitors, your mailboxes, backups, or customer lists you give us for review requests), our Data Processing Terms apply and form part of this agreement.
16. Changes to these terms
We may change these terms to reflect changes in the law, in our services or in how we work. We will give you at least 30 days’ notice by email of any change that affects you. If you don’t agree, you may cancel before it takes effect, without any early-cancellation charge. Changes needed urgently for legal or security reasons may apply sooner. Each version is dated, and earlier versions are available on request.
17. Complaints
If you are unhappy with anything we have done, email [email protected] with “Complaint” in the subject. We will acknowledge it within 2 working days and aim to give you a full answer within 14 days.
If you are still unhappy, you may be able to use an alternative dispute resolution service, or you may wish to seek independent legal advice.
18. General
18.1 You may not transfer this agreement without our agreement. We may transfer it to another business that takes over our services; we will tell you, and it won’t reduce your rights.
18.2 If any part of these terms is found to be invalid, the rest still applies.
18.3 If we don’t enforce a right straight away, we can still enforce it later.
18.4 Nobody other than you and us has any right to enforce these terms.
18.5 Law. These terms are governed by the law of England and Wales. If you are a consumer living in Scotland or Northern Ireland, you also keep the protection of the law where you live. If you are a business, the courts of England and Wales have exclusive jurisdiction.
Version 1, 5 October 2026. Phoenix Digital Innovations Ltd, trading as Phoenix Hosting, company number 17458875.