Terms and Conditions

Information About Us

365i operates https://www.365i.co.uk and provides website hosting and domain registration services. By using our services, you consent to receiving regular communications about service changes, billing information, and account access by email.

Your Status

By placing an order, you warrant that you are legally capable of entering into binding contracts and are at least 18 years of age. If acting on behalf of a business, you confirm that you have personal authority to bind that organisation.

The Order Process

To place an order, you must register an account with complete and accurate information. We may restrict or block account access if we believe the information provided is inaccurate.

You are responsible for maintaining the confidentiality of your username and password. An order summary displaying the services and pricing will be shown before you complete your order. Credit or debit card registration is required; paperless direct debit is also accepted. A confirmation email will be sent to your registered account email address.

Contract Formation

Your order constitutes an offer to purchase our services, subject to our acceptance. A contract is formed upon your receipt of an Acceptance Confirmation email. We may decline any order without obligation to provide a reason.

Company Status

We provide links to third-party websites but make no warranties regarding products or services offered by those third parties. Your statutory consumer rights against such third parties remain unaffected.

Consumer Rights

Under the Consumer Contracts (Miscellaneous Amendments) Regulations 2013, consumers ordinarily have a 14-day cancellation right. However, by placing an order, you agree that services commence before the expiry of the cancellation period, and you therefore forfeit your standard cancellation rights as permitted by law.

Limited Money Back Guarantee

Hosting service customers may cancel within 30 days of the Acceptance Confirmation and receive a full refund to the original payment method, no questions asked. This guarantee is limited to one refund per customer and applies to our WordPress Hosting, Web Hosting, and WordPress Agency Hosting plans.

The following items are not eligible for refund:

• Domain name registrations
• Private SSL certificates
• Add-on services
• Managed Cloud Server products (dedicated resources provisioned per-server)
• VPS products

To request cancellation, submit a support ticket through your account. You will be asked to re-confirm your cancellation request.

Price and Payment

Prices displayed on the website are exclusive of VAT. The total cost of your order, including VAT, is shown before you submit your order.

Prices are subject to change with a minimum of 14 days’ advance notice. If you do not accept a price increase, your account will be cancelled. Where incorrect pricing is displayed, we will handle each case individually and may decline to provide the service at the incorrect rate.

Outstanding debts may be referred to external debt collection agencies. Additional fees incurred in the collection process will be added to the amount owed. Payment is deemed received only when funds have cleared. If a payment authorisation fails, we may attempt an alternative payment method on file. Your account may be suspended if payment cannot be authorised.

Quality

Services are provided with reasonable care and skill. Our liability for any breach requires: written notification of the breach, an opportunity to examine and rectify the issue, compliance with our instructions, no unauthorised alterations to the service, and no misuse. Remedies include prompt correction of the breach or, where correction is not possible, a pro-rata refund.

Access to Hosting Service

You are responsible for ensuring you have the necessary internet access arrangements to use the hosting service. You are also responsible for ensuring that all persons who access the service through your internet connection are aware of and comply with these terms.

Hosting Service Levels

Shared Web Hosting and Managed WordPress Hosting

Shared hosting products (including all WordPress Hosting tiers, Web Hosting, Agency Hosting, and WordPress Turbo Hosting) run on autoscaling cloud infrastructure that has historically delivered well above 99.9% availability per calendar month. We do not offer a contractual service credit on these products. Real-time platform status is published at status.365i.co.uk. We use reasonable efforts to minimise downtime, but we do not warrant that access to shared servers will be uninterrupted or error-free.

Managed Cloud Servers

Managed Cloud Server products (across our 365i, AWS, Google Cloud, and WooCommerce-optimised configurations) are designed for 99.99% uptime, with redundant power, cooling, and connectivity across our data centres. Real-time platform status is published at status.365i.co.uk. We do not offer a contractual service credit on Managed Cloud Server products. If you require a contractual SLA with service credits, our VPS products carry one (see below).

VPS Service Level Agreement

For VPS products, 365i offers a contractual Service Level Agreement of 99.99% network availability per calendar month.

If availability falls below 99.99% in a given calendar month, you may claim a service credit of 12 hours of service for each hour of downtime, subject to a maximum credit in any one month of 50% of that month's service fee. In the unlikely event of server hardware failure that cannot be repaired remotely, replacement hardware will be available within four hours of the problem's diagnosis.

The SLA excludes: scheduled upgrades; planned maintenance windows and emergency maintenance; periods where the customer's website or server is degrading the overall performance of the network; technical issues caused by customer actions, custom code, or third-party software installed by the customer; periods reported by the customer in which no fault is observed or confirmed by 365i; and performance degradation or service loss caused by denial-of-service attacks or other unlawful network attacks.

A server is considered unavailable for SLA purposes only during periods when the server or its connectivity is completely inaccessible, or is severely degraded to the point of being functionally unavailable. To claim a service credit, submit a support ticket through your account within 7 working days of the incident. Approved credits are applied to your next invoice.

This SLA mirrors the VPS SLA published by our platform partner 20i Limited (Companies House 09775671), which underwrites the contractual availability of the underlying VPS infrastructure on which these products run.

IP Addresses

You have no ownership rights in any IP addresses allocated to your account. IP addresses are non-portable and non-transferable. We will use reasonable efforts to minimise disruption if IP addresses need to be re-numbered.

Back-Up Obligations

The hosting platform performs automatic daily backups of customer data (website files, databases, and email), retained for 30 days. Our Timeline Backup service makes those backups available to you to restore directly from the hosting control panel. Timeline Backup is included on Business, Turbo, and Agency tier plans, and available as a paid option on all other plans. Where the service is active on your plan, you can restore from any backup taken in the previous 30 days and trigger an on-demand backup at any time. As a sensible precaution we recommend that you also maintain your own independent backup of any data critical to you, ideally held off the 365i platform. We accept no responsibility for loss, destruction, alteration, or unauthorised disclosure of data caused by you or third parties.

Hosting Service Usage Limitations

• Bandwidth: Bandwidth is unmetered for normal web usage on all shared hosting plans. For accounts whose primary purpose is video, audio, or file distribution, a fair-use limit of 250 gigabytes per calendar month applies, mirroring the equivalent limit on our underlying platform. We will contact you before any service action if usage approaches this threshold, so you can upgrade or adjust before the next billing cycle.
• Compute resources: The shared hosting platform runs on autoscaling cloud infrastructure with no fixed CPU, memory, or process caps per account. We reserve the right to intervene where an account is being used in a way that is materially harmful to platform stability or to other customers (for example: runaway infinite loops, denial-of-service amplification, or workloads the platform classifies as abusive). VPS and Managed Cloud Servers have dedicated resources as specified per plan.
• Mailboxes: Quantities are specified per package. Unused mailboxes are deleted after 100 days of inactivity.
• Compliance: You must comply with our Terms of Use and Acceptable Use Policy. Breaches of these policies entitle us to terminate your services.

Support

Technical support is delivered through our online ticket system and live chat, which give us a full case history and let the right engineer pick up your request quickly. Our phone line is available for sales and general enquiries. Programming support is not included, though our servers are compatible with numerous programming languages.

Domain Names

We endeavour to procure registration of your requested domain names but accept no liability if a registry refuses registration or revokes a previously registered domain. We do not act as your agent in dealings with domain registries. All registrations are subject to the terms and conditions of the relevant registry.

A domain registration is deemed successful when you appear as the registrant in the registry’s WHOIS database. We may, at our discretion, require a replacement domain name if we believe the chosen name was registered in bad faith or breaches these terms.

You warrant that you own (or are authorised to use) any trademarks contained in your requested domain names. Domain names are subject to periodic renewal. By registering, you authorise automatic renewal at the then-current price unless you notify us otherwise.

Intellectual Property Rights

You retain all intellectual property rights in your own material and grant us a worldwide, non-exclusive, royalty-free licence to host and publish that material on the internet for the duration of the service.

You warrant that your material does not infringe any third-party rights and that you are authorised to grant the above licence. You indemnify us against any third-party claims arising from your material.

Software made available for download is licensed non-exclusively and non-transferably, royalty-free, for the stated purpose only. Such licences terminate upon service termination. Third-party software is licensed under the owner’s standard terms.

We retain all intellectual property rights in the hosting service and any software we provide (excluding your material). We will defend against United Kingdom intellectual property infringement claims regarding our services, provided you give us prompt notice, make no unauthorised admissions or settlements, cooperate fully, and allow us sole control of the defence.

Liability Limitations

We do not monitor and are not liable for your material or communications. We accept no liability for the privacy of electronic mail or internet information. We do not guarantee the security of the hosting service or prevention of unauthorised access.

All warranties, conditions, and terms not expressly stated in these terms are excluded to the fullest extent permitted by law. We do not exclude liability for:

• Death or personal injury caused by our negligence
• Liability under section 2(3) of the Consumer Protection Act 1987
• Fraud or fraudulent misrepresentation
• Any other matter which cannot be legally excluded

We are not responsible for:

• Loss of income, revenue, business, profits, contracts, or anticipated savings
• Loss of goodwill, software, or data
• Wasted expenditure (including advertising costs) or wasted management/office time

Our maximum aggregate liability is capped at 100% of the service fees paid in the 12 months preceding the event giving rise to liability. We recommend that you obtain business interruption insurance. Third-party seller liability is governed by their individual terms.

Service Duration and Cancellation

Domain Registration and Renewal

The domain registration service commences upon Acceptance Confirmation and continues until: registration is complete and you choose not to renew; or we terminate due to domain unavailability, your breach of these terms, or registration impediments. Pro-rata refunds are issued if we terminate.

All Other Services

Services commence upon Acceptance Confirmation and continue through the minimum term, then on a month-to-month basis unless terminated by:

• You, via a support ticket or live chat (with re-confirmation)
• Us, with 30 days’ advance notice via your registered email address
• Exercise of the 14-day cooling-off period

A minimum of two working days’ notice is requested before the desired cancellation date. Cancellation by letter, email, or telephone is not valid, it must be via support ticket or live chat with re-confirmation.

Month-to-month charges are billed in advance on the anniversary of your original service commencement date (or the last day of the month if applicable). No refunds are issued for cancellations mid-billing period.

We may terminate with 30 days’ advance notice without affecting any other termination rights. In the case of a breach by you, we may terminate with 7 days’ notice. Expiry or termination does not affect any rights or liabilities that have already accrued.

Data Deletion

Additional Terms

Certain offers and services may be subject to supplemental conditions, which will be notified to you at the relevant point.

Written Communications

Certain legal requirements necessitate that some information be provided in writing. By using this website, you accept electronic communication as satisfying those legal requirements. This does not affect your statutory rights.

Notices

Customer notices must be submitted through our online support system. We will send notices to your registered email address or postal address.

Third Party Rights and Transfer

No third party has the right to enforce any term of this contract under the Contracts (Rights of Third Parties) Act 1999. The contract binds both parties and their respective successors and assigns.

You may not transfer, assign, charge, or otherwise dispose of the contract without our prior written consent. We may transfer, assign, charge, subcontract, or otherwise dispose of the contract at any time.

Force Majeure

We are not liable for failure to perform our obligations where such failure results from events beyond our reasonable control, including but not limited to:

• Server misuse or interference (viruses, hacker attacks)
• Strikes, lockouts, or industrial action
• Civil commotion, riot, invasion, or terrorism
• Fire, explosion, storm, flood, earthquake, subsidence, epidemic, or natural disaster
• Impossibility of public or private telecommunications
• Government acts, decrees, legislation, regulations, or restrictions

Performance is suspended during force majeure events. We will use reasonable efforts to find a solution and extend completion deadlines accordingly.

Waiver

Our failure to insist on strict performance of any obligation, or our failure to exercise any right under the contract, does not constitute a waiver of that obligation or right. A waiver of any subsequent default requires an express written statement to that effect.

Severability

If any term, condition, or provision of the contract is found to be invalid, unlawful, or unenforceable, it shall be severed to the extent necessary, and the remaining terms shall continue to be valid and enforceable.

Entire Agreement

These terms and the documents expressly referenced within them represent the complete agreement between us, superseding all prior understandings, whether oral or written. Both parties acknowledge that they have not relied on any prior representations except those expressly stated in the contract. Remedies for untrue statements (excluding fraudulent ones) are limited to those available under the contract.

Changes to Terms and Conditions

We reserve the right to revise or amend these terms. Orders submitted by you are subject to the policies in force at the time of ordering, except where changes are required by law or government authority, in which case such changes may apply retroactively. Valid variations require our written, authorised approval.