Terms of Service

These Terms of Service (“Terms”) govern every service and engagement provided by TK WebHosts Ltd, a company registered in England and Wales under company number 10252550 with its registered office at 20-22 Wenlock Road, London, N1 7GU, United Kingdom (“TK WebHosts”, “we”, “us”), and all use of tkwebhosts.com and its regional editions (the “Site”). TK WebHosts Ltd is the service provider, the contracting party, the party that invoices you, the party responsible for your data and the party liable under these Terms.

By placing an order, accepting a quote, using a service or using the Site you agree to these Terms. Where a specific plan or quote states additional terms, those apply alongside these; where they conflict, the plan or quote governs for that service.

Contents: 1. Services and scope · 2. Your responsibilities · 3. Access and credentials · 4. Confidentiality · 5. Data protection · 6. Security obligations · 7. Hosting, email and domain services · 8. Acceptable use · 9. Change safety, backups and restore · 10. Incident and breach notification · 11. Service commitments · 12. Responsibility for our mistakes · 13. Fees, billing and renewals · 14. Cancellation and refunds · 15. Suspension and termination · 16. Third-party platforms and providers · 17. Intellectual property · 18. Warranties · 19. Limitation of liability · 20. Indemnification · 21. Use of the Site · 22. Governing law and disputes · 23. Changes to these Terms · 24. Contact

1. Services and scope

We provide web hosting, business email, domain registration and DNS, website design and maintenance, SEO, email deliverability, email marketing, automation and related technical services. Recurring services (hosting, email, domains, maintenance, managed DNS and similar) are provided on the plan and billing cycle you select. Project and consulting work is defined by a written scope — a quote, proposal or confirmed order — and we deliver what that scope describes. Work outside the scope is agreed in writing before it begins, so there are no unpriced extras and no unrequested changes to your systems.

Where a scope is a diagnosis or audit, the deliverable is our findings and recommendations; implementing them is a separate engagement unless the scope says otherwise.

2. Your responsibilities

You agree to:

• confirm that you have the authority to grant us access to the accounts, domains and systems involved, and to instruct work on them;
• keep your contact and billing details in your client billing area accurate, so renewals, security notices and invoices reach you;
• provide accurate information about your systems and tell us about anything that could be affected by the work;
• enable multi-factor authentication on any account you grant us access to, or allow us to enable it;
• maintain your own backups of anything outside the scope of our services (see section 9);
• use the services lawfully and in accordance with section 8;
• respond to requests for information, approvals and access within a reasonable time so the work can proceed;
• revoke our access at the close of a project using the checklist we provide (see section 3).

3. Access and credentials

We use temporary, least-privilege access wherever the platform allows it. Where supported, you create a named user or delegated access for us rather than sharing your primary login. Where a platform offers no delegated access, you provide temporary login details for the duration of the engagement and change the password once the work is complete. We ask only for the roles the work requires and tell you before requesting anything broader.

Credentials shared with us are stored only in an encrypted password manager and are never kept in chat threads, email, documents or screenshots. Anything sent to us over an insecure channel we ask you to rotate. We do not retain credentials after a project ends. Standing access exists only for services we manage for you on an ongoing basis, is scoped to what that service requires, and is reviewed when the service ends.

At the close of a project we deliver a written revocation checklist covering the removal of our user or delegation on each platform, the revocation of any keys, tokens or application passwords, the rotation of any directly shared credential and confirmation that MFA remains in place. The checklist is published on our Trust & Security page.

4. Confidentiality

Each of us will keep the other’s confidential information — including business information, system configurations, credentials, customer data and the commercial terms of any engagement — confidential, use it only for the purpose of the services and disclose it only to people who need it for that purpose and are bound by equivalent obligations. This does not apply to information that is public through no fault of the recipient, already lawfully known to the recipient, independently developed, or required to be disclosed by law (in which case we notify you where lawful to do so).

These obligations continue for three years after the services end, and indefinitely for credentials and personal data.

5. Data protection

TK WebHosts Ltd processes personal data in accordance with UK data protection law, including the UK GDPR and the Data Protection Act 2018. We are the controller of your account, contact and billing information. Where a service requires us to handle personal data inside systems we manage or access for you — mailboxes, contact lists, website databases, DNS zones — we act as processor on your documented instructions, only to the extent the service requires, and do not use that data for any other purpose.

We use service providers in the following categories: data-center and cloud infrastructure providers in the European Union and the United States; domain registries, registrars and DNS infrastructure; email infrastructure and deliverability tooling; payment processors and our client billing platform; and ticketing, scheduling, analytics and password-management tools. Each is bound by contractual confidentiality and security obligations. A data processing agreement is available on request for business clients that require one.

Working data from a project — exports, screenshots, reports and diagnostic output — is retained for no more than 90 days after close and then deleted, unless you ask us in writing to keep it or the law requires longer retention. Data held within a live service (your website files, mailboxes, DNS zones) is retained for the life of that service and handled on termination as set out in section 15. Our Privacy Policy sets out the detail, including your rights.

6. Security obligations

In every engagement and for every managed service we will: apply least-privilege access; require multi-factor authentication on accounts we are granted; hold credentials only in an encrypted password manager; capture the prior state before any change; separate client work per account; protect our own systems with multi-factor authentication and disk encryption; keep the backups described in section 9 for the plans that include them; and notify you of security incidents as set out in section 10. These commitments are described in operational terms on our Trust & Security page, which forms part of these Terms.

7. Hosting, email and domain services

Hosting and email. Services are provisioned in the region confirmed at order and are not moved between regions without your agreement. Plan resources (storage, bandwidth, mailbox counts, sending limits) are as stated on the plan; sustained use beyond them may require an upgrade, which we will discuss with you before acting. We may carry out maintenance on our infrastructure; where planned maintenance carries a risk of interruption we notify you in advance, and where an emergency security fix cannot wait, we tell you afterwards.

Domains. Domains are registered in your name with you as the registrant, subject to the rules of the relevant registry and the registrar’s registration agreement, which we make available to you. You are responsible for keeping registrant details accurate. Domains renew on the date shown in your client billing area; if a domain is not renewed by that date it may enter a redemption period during which reinstatement carries additional registry fees, and after which it may be released. Registration, renewal and transfer fees are non-refundable once submitted to the registry.

Third-party licences. Where a service includes third-party licences (for example productivity suites, SSL certificates or software), those licences are subject to the vendor’s own terms in addition to these Terms.

8. Acceptable use

You must not use any service we provide, and must ensure your users do not use it, to: send unsolicited bulk or commercial email, or email that breaches applicable anti-spam law (including CAN-SPAM, PECR and equivalent legislation); send phishing, spoofed or deceptive email; host, distribute or link to malware, illegal content, or content that infringes third-party rights; attempt unauthorized access to any system; run workloads that degrade the service for other clients; or otherwise act unlawfully. Business email services are for the ordinary correspondence of your business, and mailbox sending limits exist to protect the reputation of the shared infrastructure that every client depends on.

If we become aware of a breach of this section we may suspend the affected service immediately to protect other clients and our infrastructure, and will tell you what we have found and what is needed to restore service. Repeated or serious breaches may result in termination under section 15.

9. Change safety, backups and restore responsibilities

Before every change to DNS, email, hosting or a website we capture the existing state — a zone export, a configuration snapshot or a full site backup — sufficient to revert that change precisely. Website updates under a maintenance plan are tested on a staging copy first and pushed to live during low-traffic windows; if anything breaks, we roll back to the most recent backup.

Backups on managed plans. Managed hosting and website maintenance plans include automated daily backups retained for 30 days on storage separate from the server that runs your site. Restores from these backups are carried out on request at no additional charge for the plan holder. Where a plan does not include backups, that is stated on the plan.

Your responsibilities. Your own backup regime remains responsible for everything outside the scope of our services, including data created or changed by you or by third parties, and for any copy of your data you need to keep beyond the retention periods above. If we believe your backup arrangements need attention, we will tell you.

10. Incident and breach notification

If we cause or become aware of a security incident affecting your services or your data — including any unauthorized access to credentials or data we hold for you — we will notify you within 24 hours of becoming aware, tell you what we know, what we have done and what we recommend, and cooperate with you in responding to it, including any notifications you are required to make to regulators or individuals.

11. Service commitments

We acknowledge every message relating to an active service or engagement within one business day (UK and US business hours, Monday to Friday). An outage of an email or website service we manage for you takes priority over scheduled work. Delivery timelines for projects are stated in each scope; where a timeline depends on your response, access or a third-party provider, it is extended by the corresponding delay.

We monitor the availability of services on maintenance and managed plans continuously. We do not offer a blanket numeric uptime guarantee; where a specific plan carries a service level, it is stated in that plan’s quote and governs for that plan. We do not guarantee inbox placement, search rankings, or any other outcome that depends on third-party systems, and any statement to the contrary is not part of these Terms.

12. Responsibility for our mistakes

If we make an error in our work, we put it right. Tell us within 30 days of delivery (or, for a managed service, within 30 days of the error occurring) and we will re-perform the affected work or restore what we changed to its prior state, at no charge, as our first remedy. If the error caused your email or website to stop working, correcting it takes priority over all other work. Where the problem cannot be corrected by re-performance or restoration, our liability is governed by section 19.

13. Fees, billing and renewals

Fees are stated in the plan or quote and are invoiced by TK WebHosts Ltd through your client billing area, where you can view invoices, manage payment methods and see renewal dates. Recurring services renew automatically at the end of each billing cycle unless cancelled in accordance with section 14. Renewal invoices are issued in advance of the renewal date; if a renewal invoice remains unpaid after the due date and a reminder, the service may be suspended until payment is made, and if it remains unpaid after further notice it may be terminated under section 15.

Prices for a current billing cycle do not change once invoiced. We may change the price of a recurring service at renewal with notice given before the renewal invoice is issued. Prices are exclusive of any applicable taxes unless stated otherwise. Fees paid through a payment processor are subject to that processor’s terms for the payment itself; the service remains governed by these Terms.

14. Cancellation and refunds

• Web hosting (new accounts). If you are not satisfied with a new managed hosting plan, cancel within 30 days of first provisioning for a full refund of the hosting fee.
• Domains, SSL certificates and third-party licences. Non-refundable once registered, issued or activated, because the underlying fee is committed to the registry or vendor.
• Other recurring services (business email, maintenance, managed DNS, monitoring and similar). Cancel at any time from your client billing area; the service continues to the end of the paid period and does not renew. Fees for the current period are not refunded except where required by section 12.
• Project and consulting work. Fees for completed work are non-refundable. Work not yet begun may be cancelled with a refund of the unused portion; work in progress is billed to the point of cancellation and handed over.

To cancel a recurring service, submit the cancellation from your client billing area before the renewal date. Refunds are returned to the original payment method.

15. Suspension and termination

Either of us may end a project on written notice: you pay for work completed to the date of termination, and we hand over work in progress together with the revocation checklist. Recurring services end at the close of the paid period following cancellation. We may suspend or terminate a service on notice if you breach these Terms and do not remedy the breach within a reasonable time, and immediately where required to protect other clients, our infrastructure or to comply with law.

On termination of a hosting or email service we will, on request made before the end date, provide a reasonable opportunity to export your data. Data within a terminated service is deleted after the end date in accordance with our retention practice. Domains remain yours; we will provide transfer authorization on request. Sections 4, 5, 10, 12, 17, 19, 20 and 22 survive termination.

16. Third-party platforms and providers

Our work operates on and alongside platforms we do not control — registries and registrars, email and productivity platforms, content management systems, marketing platforms and payment processors. We are not responsible for their availability, changes to their behavior, or their handling of your data under their own terms. Where a service includes procuring a third-party product for you, we procure it on your instruction and make that provider’s terms available to you.

17. Intellectual property

On payment in full, you own the deliverables created specifically for you — designs, content, configurations, code and reports — and receive a perpetual licence to any of our pre-existing tools or templates incorporated in them. We retain ownership of our methods, know-how and pre-existing materials. Third-party components remain subject to their own licences. Site content is owned by TK WebHosts Ltd or its licensors and may not be reproduced without permission.

18. Warranties

We warrant that services will be performed with reasonable skill and care and in accordance with these Terms. Because deliverability, search ranking, conversion and similar outcomes depend on factors outside our control, we do not warrant a specific outcome unless the plan or scope expressly states one. Except as set out in these Terms, the Site and our services are provided without other warranties, express or implied, to the extent permitted by law.

19. Limitation of liability

Nothing in these Terms limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, for breach of section 4 (Confidentiality), or for anything that cannot be limited by law.

Subject to that, our total liability arising out of or in connection with a service or engagement, whether in contract, tort (including negligence) or otherwise, is limited to the fees paid or payable to us for that service in the twelve months preceding the event giving rise to the claim, or, for project work, the fees for that project. Neither of us is liable to the other for indirect or consequential loss, or for loss of profit, revenue, business or data, except where such loss results from a breach of section 4 or from our failure to restore a change we made as required by section 9.

20. Indemnification

You will indemnify us against claims arising from content or instructions you provide, from your use of the services in breach of section 8, or from your lack of authority to grant access to systems involved in the work. We will indemnify you against claims that deliverables we created infringe a third party’s intellectual property rights.

21. Use of the Site

You agree to use the Site lawfully and not to disrupt it, attempt unauthorized access to it, scrape it at scale, or transmit harmful content through it. Information submitted through the Site’s forms is handled under our Privacy Policy. Content on the Site is provided for general information; pricing and availability are confirmed in a written quote or in your client billing area.

22. Governing law and disputes

These Terms are governed by the laws of England and Wales. Before commencing proceedings, each of us agrees to raise the dispute in writing and to attempt in good faith to resolve it within 30 days. Subject to that, the courts of England and Wales have exclusive jurisdiction, and each of us submits to it. Nothing in this section prevents you from relying on mandatory consumer protections in your own country of residence where they apply.

23. Changes to these Terms

We may update these Terms from time to time. Changes take effect for new orders and engagements when posted here, with the “Last Updated” date revised, and for existing recurring services from the next renewal, with notice given before that renewal is invoiced. The version in force when a project scope is confirmed applies to that project.

24. Contact

TK WebHosts Ltd
Company number 10252550 — registered in England & Wales
20-22 Wenlock Road, London, N1 7GU, United Kingdom
UK +44 20 3877 7555 · US +1 551 525 5551
Contact page · Existing clients: support tickets through your client billing area

See also: Trust & Security · Privacy Policy