These Terms of Service were last updated on 25th May 2018
For clarification in the Terms of Service stated below, "we", "our" or "us" refers to Andrew Hart trading as Hartserver, its employees and staff, and
other third parties working on behalf of Hartserver. The terms "you" or "your" refer to yourself as a visitor to and/or customer of Hartserver.
When proceeding to the checkout while placing a new order on our website, or renewing an existing product or service, you agree to be bound by the terms
stated below, as well as terms which may be stated on separate web pages which are linked to the terms below. If you do not agree to be bound to all of
the terms stated below you should cancel all existing services held with us and refrain from signing up to new services offered by us.
We reserve the right to amend the Terms of Service at any time we see fit. Notifications of changes to the Terms of Service will always be announced on
our Twitter feed at http://www.twitter.com/hartserver. We may not always inform our customers of changes
to these Terms of Service via email, unless we feel that the terms stated below have changed significantly. It is your responsibility to check and read
carefully the Terms of Service on a regular basis, especially when placing new orders via our website.
details and information, and how we aim to protect them.
The services on this website are provided by Andrew Hart trading as Hartserver. Our contact address is Hartserver, 33 Swarcliffe Approach, Swarcliffe,
Leeds, LS14 5JZ, England.
We charge VAT on products purchased from customers within the European Union (excluding the United Kingdom), where the purchase card used to place the
order and the IP address placing the order are both located within an EU country.
The main services we offer are hosting solutions and domain name services. We cannot primarily assist with any other aspects of web design or
development, and it is your own responsibility to ensure you can get any website placed on our servers to work (excluding any technical aspects which we
may have to ensure are functioning).
By placing an order through our website you agree that you are legally capable of entering into binding contracts and that you are at least 18 years old.
If you are acting on behalf of a company, business or organisation, you also accept that you are binding that company, business or organisation to these
terms when placing an order on our website.
We can only accept orders for services via our website. We will not accept orders through any other method.
You must register for a Dashboard account with us in order to be able to order any services with us.
You must ensure that all personal details entered when ordering a service are correct and accurate. We reserve the right to suspend and/or cancel any
services which have been signed up under incorrect details.
We can only accept payments for services via VISA, MasterCard & American Express. We can also accept payments via bank transfer on request. We are
not responsible if for any reason whatsoever you are unable to make a payment to us via our accepted payment methods, and we reserve the right to suspend
and/or cancel any services which have not been paid for in full or renewed by their expiry date.
We reserve the right to reject or refund any payments which we believe have been made fraudulently, as well as pass relevant details regarding fraudulent
transactions to financial institutions concerned or law enforcement agencies where required.
Services must be renewed before their expiry date in order to prevent suspension. For VPS and dedicated servers payment is required 7 days before expiry.
We may take payments for services that are set up to auto-renew without prior notice. For all services except for VPS, hybrid and dedicated servers we
will take auto-renewal payments on or after the date of expiry. For VPS and dedicated servers we will attempt to take payment 7 days before expiry.
We reserve the right to charge a one-off reactivation fee of &ppound;50 for domain names which require renewal after they have expired.
We offer full refunds on shared web hosting accounts within 30 days of placing your order, provided the account is not suspended at the time of refund.
After 30 days we can refund unused time for shared web hosting accounts calculated on the number of remaining days service.
We offer an unused months refund for VPS and dedicated servers and add-on packages where any full unused months of hosting credit can be refunded in
full. We cannot refund partial months for these services.
We cannot offer any refunds on domain names or SSL certificates once an order has been confirmed by us.
Any services which are set to auto-renew will continue to be charged on expiry until you contact us to request cancellation or disable auto-renewals.
Services which are not set to auto-renew which are not renewed on expiry will be suspended until renewal has been made.
If you wish to cancel a VPS or dedicated server you must contact us 14 days before the server's expiry date, or else you will be charged 7 days prior to
Domain registrations and transfers
In some cases we may be unable to process your domain registration order (for example, if the domain has already been ordered during your checkout
process). In these cases we will offer a full refund for the domain name(s) you attempted to order.
Once we have confirmed that a domain name has been successfully registered via email, you will not be able to cancel the domain until it has expired or
receive a refund for the payment made to order the domain name.
Due to the nature of the DNS system, we cannot provide an accurate timeframe in which a registered or transferred domain name will begin to work
properly. We are not responsible for any delays in the domain registration or transfer process which may be outside of our control.
We are not responsible for any delays in transferring a domain name in or out of our systems which may be caused by third parties.
By registering any .uk domain names with us, or by transferring a .uk domain name to us, you are also bound to Nominet's Terms and Conditions as well as
our own. Nominet are the organisation who manage, regulate and oversee the overall .uk domain space. Nominet's Terms and Conditions can be found at
Data and backups
Although we make every effort to look after your files and data while providing services to you, we cannot be held responsible for any lost files or
data, or non-recoverable backups. We advise that you keep offline copies of all files and data which are uploaded to our network as a safeguard.
Under the new GDPR rules we act solely as a data processor for any files, data, emails and other content you host with us or is delivered to us as part of you having a service in place with us. Although we take great care to look after and secure all data hosted with us, we are not responsible for data loss or data breaches caused by you having insecure passwords and/or unsecure scripts in place on your account.
Support and Contacting Us
You may contact us for support enquiries via email, Facebook, Twitter, and also via the chat system on our website. All of our contact methods can be
found at http://www.hartserver.net/contact/. We aim to have as many support channels open as often as
possible, however our website chat system may be offline at various times. You can leave a message at these times in which we will contact you as soon as
We aim to respond to initial enquiries within one hour of receiving them, and we aim to resolve the majority of issues and enquiries within one working
Our VPS and dedicated servers are provided unmanaged, meaning that we cannot be held responsible for scripts and code which may not function correctly on
these services. We do offer limited support for VPS, hybrid and dedicated servers at our discretion. It is advisable that you have a good understanding
of server management if ordering these services. We will provide any hardware replacement if applicable however.
Complaints and Escalation Process
Any complaints regarding any of our services should be made to us initially, in which case we will respond as per our support response timescales above.
If you are unhappy with our response or wish to escalate your complaint further you can contact the relevant bodies who deal with the relevant service in
For specific complaints relating to .uk domains held with us that we cannot resolve fully for you, you can contact Nominet and escalate the complaint to
them as per the three-way contract at
http://www.nominet.org.uk/uk-domain-names/registering-uk-domain/legal-details/three-way-contract which we and yourself are bound to.
For any shared web hosting services you order, you agree to use the resources provided to you fairly, and respect other customers and accounts which may
be hosted on the same server(s) as your account(s). We reserve the right to suspend and/or cancel any shared web hosting services which we feel are
causing a detremental performance impact on our network, either through abuse of our services or through negligence. We reserve the right to move any of
your shared web hosting services to a more suitable infrastructure, such as VPS or dedicated server, if we believe that you are using too many resources
or CPU processes constantly. We will work with you to move your services with minimal downtime should this happen.
We reserve the right to suspend and/or cancel any shared web hosting services which are hosting any material which are breaching copyright policies,
hosting unsolicited services (including SPAM), or are causing a nuisance to other customers, users or third parties. We also reserve the right to suspend
and/or cancel any shared web hosting services which are being used to host pornography (without prior consent from us first), hacking tools or scripts,
files which you do not own the copyright to, or accounts which are being used for the sole purpose of acting as a file repository.
You may not use our referral scheme to order any services for yourself. The referral scheme is purely for referring new accounts and customers. We
reserve the right to refuse any commission payments to you which we believe have been made fraudulently through your own accounts and/or services.
We are not responsible for any content outside of our website, whether relating to our services or not.
Law and jurisdiction
Contracts for the purchase of Services through our site will be governed by English law. Any dispute arising from, or related to, such the Contract shall
be subject to the exclusive jurisdiction of the courts of England and Wales. English is the language offered for the conclusion of the contract between
Changes to these Terms of Service
We reserve the right to amend these Terms of Service as we see fit without prior notification. We ask that you periodically check these Terms of Service
and refrain from using our services should you not agree to any points.