All of our Shared hosting packages carry a 60 day money-back guarantee! If you are dissatisfied for any reason at all then just let us know why and if we can't help, we'll issue a full hosting refund! Please note that VDS orders, dedicated server orders, and domain costs are not refundable.
Renewal invoices are generated 21-30 days in advance and sent to your registered e-mail address. It is your responsibility to ensure this e-mail address is kept up to date and can receive emails from us.
It is important that we receive payment on time. All services must be paid for by the due date shown on the invoice unless a written adjustment has been agreed. Failure to complete payment after this time will result in an automatic reminder when the invoice is overdue, and automatic account suspension should the invoice remain unpaid for more than 3 days. This applies to all hosting accounts, VDS and Dedicated servers. Domain names expire on the day immediately after their renewal date. As such we strongly recommend renewing a minimum of 48 hours before the expiration date.
If an invoice is unpaid, the related service will be suspended until such time that payment is received and you inform us by email that you have paid. At this point we will use all reasonable endeavours to restore service within 24 hours.
Unless otherwise stated, all payments must be received in UK Pounds sterling. If you pay by foreign bank transfer, then you must be responsible for all foreign currency charges.
We reserve the right to alter our prices at any time and will notify you of any alteration by providing you with a written notice. Notice of any price alteration will be sent via e mail to the e mail address that we hold for you in our account. If you have already purchased a particular service then the price alteration will only become effective when the service reaches the end of its current term.
You warrant that you are lawfully authorised to make payment using the payment card or facility you disclose to us. In the event where you are not the named cardholder, you acknowledge that you and the named cardholder both accept these terms and conditions and are jointly and severally liable for any payment(s) due. You hereby indemnify us in the event that the cardholder or issuer declines any transaction for payment, including our costs in recovering the outstanding amount due.
If you attempt a chargeback or dispute a transaction with your bank, we reserve the right to suspend all services provided to you with immediate effect. Services will remain suspended and until such time as the chargeback has been fully reversed in our favour .
Account usage is checked frequently. All accounts will receive notification when bandwidth usage is nearing the account's limit. Overusage will result in automatic account suspension unless a prior agreement has been reached. Usually the cheapest option is to upgrade to the next package where available, otherwise our standard charges are 40p per GB per month for additional bandwidth usage and £2 per month per 250MB disk usage. Upon suspension please contact us to arrange upgrade pricing.
If not specifically stated to the contrary, our services are intended to be used for the purposes of hosting websites and e-mail. Batch processing, video encoding/transcoding, web crawling/spidering, archiving and online backup systems and any system designed to consume CPU or disk resources for purposes other than hosting a website are not permitted on our shared hosting servers. However you may use such tools on a VDS or dedicated server. We reserve the right to enact defensive movements to maintain the stability of our systems for all clients.
If you believe your website may be susceptible to high or otherwise abnormal usage you must contact us to discuss the suitability of your hosting environment.
Cancellation notices for all services must be given at a minimum of 48 hours in advance of the next billing date, with the exception of VDS and Dedicated servers for which we require a cancellation notice a minimum 30 days before the next billing date. For shared hosting, an account credit will be granted for each whole unused month. No cash refunds will be granted unless a payment has been taken in error. Refunds for prepaid dedicated servers and VPS will only be granted where there is a genuine irreconcilable problem with the service and at management's discretion.
A breach of any of our terms and conditions will result in immediate termination with no refund.
Setup fees are non-refundable. Any disputes should be expressed in writing via a valid written contact method as listed on our contact page.
Under no circumstances will we tolerate threatening or abusive behavior towards our staff. Should this occur, we reserve the right to terminate the hosting agreement with immediate effect.
Should the client, during the course of a telephone conversation, email or support ticket, make reference to “legal action” or say anything we might reasonably understand to imply or infer that the client may intend to pursue a legal claim against us, we reserve the right to refuse telephone support going forward. Any further correspondence must then be sent by email or support ticket.
Should we feel that your needs would be better served by another provider, we reserve the right, at our sole discretion, to terminate the hosting agreement. Where it is reasonable to do so, we will provide 30 days notice of termination and provide a backup of all website content and email.
Termination of this agreement does not affect your pre-existing liability, if any or affect our right to recover damages or pursue any other remedy in respect of any breach of this agreement by you.
In the event of us terminating this agreement due to breach of these conditions by you, we shall be entitled to the balance of all payments which would but for such termination have accrued up to the earliest date on which this agreement could have been terminated by you.
Setup fees are non-refundable. Any disputes should be expressed in writing via a valid written contact method.
We have the right to change any username or password allocated to you for the purpose of essential network maintenance, enhancement modernisation or other work deemed necessary to the operation of the Internet.
Similarly, we have the right to alter the hosting environment your site runs in to one with like-for-like features, as long as reasonsable notice is given and there is no disruption to service. The only reason we would do this is if it represented an ‘upgraded’ environment for you, the end user.
Some hosting packages include a free domain registration or transfer for a .be / .biz / .cc / .co.uk / .com / .de / .eu / .info / .ltd.uk / .me.uk / .net / .org / .org.uk domain name. All other extensions are excluded from this offer due to their additional cost but please contact us for a reduced price if you wish to order with a different extension. The registration period is one year.
Hosting package renewals do not include a further free domain renewal, transfer or registration.
We will always register, transfer and renew domain names in our client's name - never in our own. You are always in control of every aspect of your domain name(s) and can manage your domain's WHOIS data through your client area. It is your responsibility to keep this data correct.
All domain registrations are bound by our Registrant Agreement and relevant 3rd Party terms as at the bottom of this page.
We provide support via e-mail and phone. To provide efficient service and comply with data protection laws, any requests for changes to your account (including billing changes, password changes or any other technical changes) must be submitted by ticket or e-mail from your registered address.
Customers are responsible for all scripts, data and other objects on their accounts. Abusive scripts are scripts which interfere with our systems and/or the accounts of other customers, cause harm to any other computer system or user, or engage in any type of fraudulent activity. Any account found to be the source of abusive scripts will be immediately suspended and investigated, and subject to action as detailed under Illegal Content below. We will always notify customers and, where necessary, fully co-operate with the authorities.
You must not use the service for the transmission of illegal material. You agree to refrain from sending or receiving any materials which may be deemed to be offensive, abusive, indecent, defamatory, obscene, menacing or otherwise as prohibited by current and future statutes in force. You agree to refrain from sending or receiving any material which may be in breach of copyright (including Intellectual Property Rights), confidence, privacy or other rights. If you are in any doubt as to the legality of what you are doing, or propose to do, you should take independent legal advice.
We undertake to take action required under the provisions of the Regulation of Investigatory Powers Act and will fully cooperate with the appropriate UK authorities.
We have a zero-tolerance policy against spam and the sending of bulk, unsolicited e-mail is prohibited at all times. Customers who abuse the email service will be notified that their behaviour is unacceptable and may have their accounts suspended, terminated or blocked at our sole discretion.
Web usage includes the use of web space provided with client accounts, web hosting on our servers and the use of web services and space on customer colocated servers. We cannot and do not proactively monitor content on any web space maintained by customers (whether customer space, web hosted or colocated services) and cannot and do not guarantee that such sites are free of illegal content or other materials that may be considered unacceptable.
Legal adult content as defined by UK law is allowed on our servers however you must inform us as we will host your site on a separate IP to prevent any SEO implications for other clients.
We may undertake investigation of content services if potential abuse is brought to our attention and we reserve the right to remove any web page on our servers at any time and for any reason. Any accounts found to be abusive, contain illegal content or otherwise break our terms of service will be liable for immediate termination with no refund.
The policies we have in place are to protect your personal information, which we store on our secured servers in the UK. By using this website you consent that all personal data you submit may be processed in the manner and for the purposes described here.
Online transactions are handled through SSL-secured servers and sensitive details such as passwords and credit card details are encrypted to reduce the risk of fraud. We strongly advise that you use hard-to-guess, unique passwords for your accounts with us to reduce the risk of fraud.
We may collect and process data about you in relation to details of transactions that you carry out through our website. When making a purchase with us we will collect information which includes your name, address, e mail address, phone number and payment information.
When you become a customer you automatically subscribe to our newsletter and we will notify you of special offers and updates to our services in the newsletter. If you prefer to opt out of non service e mails, please let us know during the order process. You can also opt out at any time through our client area.
Information obtained about you will assist us in identifying any accounts you hold with us and will also assist us in improving customer care through reviewing, developing and improving the website and services. We will also use the information to notify you about changes to the website and to send service related announcements.
We may disclose your personal information to any of the following third parties:
The Data Protection Act 1998 gives you the right to access information held about you. Any access request will be subject to an administration fee of [£5/10] to meet our costs in providing the information requested.
For the purposes of the Data Protection Act 1998, the data controller is Paragon Internet Group (Company Registration Number 7573953) whose registered office is at 113-114 Buckingham Avenue, Slough, SL1 4PF.
This website contains links to external sites. Please be aware that we are not responsible for the content of any external sites.
We endeavour to provide a 99.9% service uptime, excluding planned or emergency server maintenance or conditions beyond our reasonable control. All customers will be notified of planned maintenance as far as possible in advance through our status page and, should the maintenance last for longer than 30 minutes, via e-mail.
Should we break this SLA in any calendar month with unscheduled service unavailability (as verified by our network monitoring) we will upon request credit a full week's cost to your client account. No hidden catches - we value our service and clients extremely highly.
Our SLA is rescinded if you have overdue invoices on your account, or if you have paid the invoice for the period of the disruption late.
Dataflame makes no guarantee to defend a customer's website from a denial of service attack unless that service has been specifically offered and agreed.
On our virtual servers, dedicated servers and complex hosting, our SLA is increased as follows:
We guarantee that in the remote event of a server hardware failure that cannot be fixed, the hardware will be replaced within four hours of the problem's diagnosis. Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. This guarantee excludes the situations where there is a requirement to rebuild a RAID array and the reload of certain operating systems, processors and applications. It does not include any bespoke server hosting solutions. Our parts and labour warranty covers all parts and labour costs involved in the event of a related parts failure. Any failed component shall be replaced by us at no cost to you.
In the event of a problem with your server, we shall ensure that a qualified engineer will be dealing with the problem within 15 minutes of being notified. In the rare event that your problem cannot be resolved within 15 minutes you will be notified. When notifying you we will provide you with the details of the problem along with an estimation of when the issue will be resolved. We shall keep you regularly updated until the moment the problem is resolved. An engineer's report shall be sent to you within 12 hours of the problem being resolved. We will reboot your servers (physically or remotely) 24 hours a day without any cost to you.
We are unable to assert fitness for any specific purpose and as such the Company cannot be held liable for any form of consequential loss or damage caused directly or indirectly by use of our service, misuse of our service, downtime, service issues, data loss or any other event.
Our maximum aggregate liability to you under or in connection with this agreement in respect of any direct loss, whether such claim arises in contract or in tort shall not exceed a sum equal to twice the fees paid by you for the services in relation to which your claim arises during the [12/24 month] period prior to such claim.
None of the clauses herein shall apply so as to restrict liability for death or personal injury resulting from our negligence, the negligence of our employees or our sub-contractors. We will not be liable for any interruptions to services arising directly or indirectly from:
No action or proceedings against us arising out of or in connection with this agreement shall be commenced more than one year after services rendered, and both parties acknowledge that this clause constitutes an express waiver of any rights under any otherwise applicable statute of limitations.
In the event of any preventable disruption to service we will credit your account as described in our Service Level Agreement. Our liability will not exceed the total amount paid for the service. If you have sensitive or mission-critical data to host, you must seek your own insurance and independent legal advice.
Our backups are intended as a convenience service and are not guaranteed or intended to replace your backup procedures. It is your sole responsibility to ensure you have a backup of all your important data.
Some of the services we provide (domain names, SSL certificates) are fufilled by a third party provider. For instance, an SSL certificate is provided by a root certificate provider (e.g. Thawte, Comodo, Verisign, Geotrust...), and domain names are provided by the organisation in charge of that namespace (e.g. Nominet for UK domain names). Whilst we always pass your orders on to these third party entities in a timely fashion, we unfortunately cannot be held liable for any failings on their behalf.
We will however be happy to chase them, and in most cases we can offer a goodwill refund at our discretion should you be dissatisfied with a time delay.
All third party software and hardware shall be sold subject to your acceptance of the relevant supplier’s software licence for such third party software. Where possible, we shall forward to you any and all representations and warranties we receive from the respective third party software supplier.
Our Assisted Migration service is intended as a help for you to migrate to us. It is provided on a best-effort basis. We will endevour to migrate your site as successfully as possible but the client accepts that this might not always be possible. If we are unable to migrate your site, we may, at our sole discretion, provide a refund of the fee paid for the hosting service, less domain registration/transfer fees, SSL certificates and other associated services.
As an incentive to move your website to us we may, at our sole discretion, credit you with up to six months of free hosting service upon production of a valid invoice showing an equivalent payment to your previous provider. This credit will be applied to your existing due date.
We will not be responsible for any failure to provide any services or perform any obligation because of any act of God, strike, lock-outs or other industrial disputes.
Any notice or communications required or permitted to be delivered by us to you shall be deemed to have been given if delivered by e mail in accordance with the contact information that you have provided.
You shall not assign, transfer, charge or deal in any other manner with this Agreement or any of its rights under it nor purport to do the same without our prior written consent.
We may at any time, assign (absolutely or by way of security and in whole or in part), transfer, mortgage, charge or deal in any other manner with the benefit of any or all of any other party’s obligations or any benefit arising under this agreement.
We may update or amend these terms and conditions from time time to comply with law or to meet our changing business requirements.
This agreement, and any documents referred to in it, constitute the whole agreement between the parties and supersede any previous arrangement, understanding or agreement between them relating to the subject matter they cover.
Nothing in this clause operates to limit or exclude any liability for fraud
If any provision of this agreement (or part of a provision) is found by any court or administrative body of competent jurisdiction to be invalid, unenforceable or illegal, the other provisions shall remain in force.
If any invalid, unenforceable or illegal provision would be valid, enforceable or legal if some part of it were deleted, the provision shall apply with whatever modification is necessary to give effect to the commercial intention of the parties.
This agreement and any disputes or claims arising out of or in connection with its subject matter or formation (including non-contractual disputes or claims) are governed by and construed in accordance with the law of England.
The parties irrevocably agree that the courts of England have exclusive jurisdiction to settle any dispute or claim that arises out of or in connection with this agreement or its subject matter or formation (including non-contractual disputes or claims).
At Dataflame our primary focus is maintaining absolute customer satisfaction through sustainable pricing, proactively managed services and investment in hosting infrastructure.
Sometimes we may fall short of the high standards we and our customers expect from us. If this happens it's important that we are able to take on customer feedback and concerns and use this to improve our service.
If you've not already been in touch regarding your concern, the first step is our standard support channels; most issues we can resolve very quickly as soon as you get in touch. You can get in touch via:
If you're an existing customer, you can open a ticket from your client area.
If you have already contacted us, and we've not been able to resolve your issue to your satisfaction, the next step is to submit a Formal Complaint.
All complaints MUST be made in writing. This is to ensure we're able to properly address and investigate your concerns and provide a full response.
Complaints can be submitted by email to contact@Dataflame.co.uk, or alternatively you can submit your complaint in writing to:
c/o Head of Support
Paragon Internet Group Ltd
113-114 Buckingham Avenue
You should ensure you include as much information about the issue as possible, this might include:
Providing as much information as possible helps us to quickly investigate and fully understand the situation, what happened, what/if anything went wrong and how we can then try to resolve your complaint.
Usually our Head of Customer Support will review all complaints within 72 hours and provide an initial response while they investigate the issue.
Depending on the type of issue, it may be necessary for the complaint to be passed to a more appropriate Manager, Head of Department or Director. You will be informed of who is handling your complaint and their role in the investigation.
We will then provide a full reply to the complaint within 10 working days.
If the response does not meet your satisfaction, you may request that the complaint be escalated to a company Director for review.
One of our directors will then assess your complaint and the steps taken so far by our staff; they will then provide a response within 15 working days of the complaint escalation.
All complaints are taken seriously and will be reviewed, investigated and responded to fairly and thoroughly. We understand that monitoring, and dealing with complaints promptly enables us to identify areas of weakness and we will then work to address these and continue to improve our service.
Click here for our Uniform Domain Name Dispute Policy
These terms apply to all gTLD domains registered with Tucows that are using Contact Privacy Inc's WHOIS Privacy Service.
Contact Privacy Inc. Customer ####, where #### is an individual customer identification number which is unique per domain name, shall appear as the Registrant and Contacts name(s); (ii) Tucows Domains Inc.'s ("Tucows") postal address and a Tucows assigned email address and telephone number shall appear on behalf of the Registrant and the Contact(s); (iii) The primary and secondary nameservers shall be those designated by the Registrant; (iv) The original date of registration and the expiration of each domain name; (v) Tucows Domains Inc. will be identified as the registrar of record.
You understand and agree that the Registrant and Contact Information that you have provided will be kept on file. You further agree and warrant that you will ensure that the Whois Information is true, accurate and up to date.
You will retain complete control over the domain name and its registration records and may suspend and reinstate the Whois Privacy Service at your discretion.
The Whois Privacy Service may be used with both new and existing domain name registrations. You may use the Whois Privacy Service with respect to a domain name that has been transferred but it will only commence after the transfer has been completed. If you wish to transfer the domain name to a different registrar, the Whois Privacy Service must be disabled in order to initiate the transfer.
We will send all obligatory renewal and transfer related messages to the Contacts you have designated.
Communications received with respect to a particular domain name registration will be handled as follows: (i) We will forward to you or a Contact all correspondence received by registered mail or traceable courier. This information may be opened, scanned and emailed to you or your Contact. Regular postal mail will be discarded or returned to sender at our discretion. (ii) Email correspondence will be forwarded, only if submitted via the contactprivacy.com website, to the address as it appears in Tucows records. (iii) A voice mail message will advise all callers that inbound messages will not be accepted; calls will be directed to the contactprivacy.com web site where written messages will be forwarded according to your instructions. (iv) We will only be responsible for forwarding communications where our details have appeared in the whois and when your Whois Information is accurate, complete and up to date.
We shall have the right, at our sole discretion and without liability to you or any of your Contacts, suspend or cancel your domain name and to reveal Registrant and Contact Whois Information in certain circumstances, including but not limited to the following: (i) when required by law; (ii) in the good faith belief that disclosure is necessary to further determination of an alleged breach of a law; (iii) to comply with a legal process served upon Tucows; (iv) to resolve any and all third party claims including but not limited to ICANN's or a Registry's dispute resolution policy; (v) to avoid financial loss or legal liability (v) to avoid financial loss or legal liability; (vi) if we believe that you or one of your Contacts is using the Whois Privacy Service to conceal involvement with illegal, illicit, objectionable or harmful activities; or (vii) to transmit SPAM, viruses, worms or other harmful computer programs.
You understand and agree that, in the event that we receive a formal complaint, notice of claim or UDRP, that we will have the right to disable the Whois Privacy Service pending final disposition of the matter.
Registrants who opt to use the Contact Protect WHOIS Privacy Service have elected to include the following information in the public WHOIS database:
Contact Protect will appear as the Registrant and Contact name(s)
Contact Protect’s postal address, email address and telephone number shall appear on behalf of the Registrant and other contact(s)
Nameserver information will be those designated by the Registrant
The original registration, expiry and last update date of the domain name
Paragon Internet Group Ltd will be identified as the Registrar of Record
You understand and agree that the Registrant and other Contact Information which you provide will be kept on file. You also acknowledge and agree that you will ensure WHOIS information and domain contacts are true, accurate and up to date.
You will retain full control over the domain name and its registration records and you’re free to disable and reinstate the WHOIS Privacy Service at your discretion.
The WHOIS Privacy Service may be used with both new and existing domain names. You may use the service with domains transferred to one of our partners, once the transfer has completed.
If you wish to transfer a domain using Contact Protect to another registrar, the WHOIS Privacy Service will need to be disabled in order to initiate the transfer.
All Registrar emails, such as domain renewal notices, WDRP, expiration notices, compliance notifications and other communique will be sent to the contacts you designated.
Communications received with respect to a particular domain name registration will be handled as follows:
Postal Mail: When we receive mail which is sent by Registered Mail, Signed For or a traceable courier we will contact you via the email address(es) on file giving you 3 options; the option to receive a scanned copy of the mail, have the mail forwarded to you (postage fees may apply) or we can simply discard it.
Email: If someone emails the email address on your WHOIS record, they will receive an automatic reply informing them that to get in contact with the domain owner they should use the contact form on ContactProtect.org.
Phone: If someone calls our number shown on the WHOIS record, they will hear a recorded message informing them that we do not accept voice messages and that to get in contact with the domain owner they should use the contact form on ContactProtect.org.
We will only be responsible for forwarding communications where our details appear in the WHOIS database and when your WHOIS information is accurate, complete and up to date
You acknowledge and understand that standard postal mail will be discarded at our discretion; we also reserve the right to open mail received for processing and/or security purposes.
We reserve the right, at our sole discretion and without liability to you or any of your contacts, to suspend or cancel the WHOIS Privacy Service and to reveal the Registrant and other contact information in certain circumstances, including but not limited to the following:
when required by law;
in the good faith belief that disclosure is necessary to further determine an alleged breach of a law;
to comply with all legal processes served upon IdentiSafe Ltd, such as Court Orders;
to resolve any and all third party claims including but not limited to ICANN’s or a Registry’s dispute resolution policy;
to avoid financial loss or legal liability;
if we believe that you or one of your Contacts are using the WHOIS Privacy Service to conceal involvement with illegal, illicit, objectionable or harmful activities;
to transmit SPAM, viruses or other malware
You understand and agree that, in the event that we receive a formal complaint, notice of claim or URDP, that will have the right to disable the WHOIS Privacy Service pending final resolution of the matter.
You acknowledge and accept that the WHOIS Privacy service will be run in conjunction with the term of the associated domain name registration and that no refund will be issued for any period in which the WHOIS Privacy Service is dormant or unused. Similarly it is not possible for the privacy service to be charged “pro-rata” and the full fee will be required regardless as to when it is initiated in relation to the associated domain registration renewal cycle.
By using Dataflame’s pre-registering service the customer acknowledges and agrees to Dataflame’s standard Terms & Conditions and Disclaimer, Limitation of Liability and Copyright Policy.
Cancellations for pre-registered gTLDs are not permitted once a prepayment has been made. pre-registrations can be cancelled at any point before a prepayment is made.
When a prepayment is required to process a pre-order and the desired domain is not successfully registered, a full refund will be issued. It is the duty of the customer to ensure up to date card details are stored.
Pre-registering for a new domain extension with Dataflame’s pre-registering service does not guarantee a successful registration. Dataflame endeavours to secure your desired domain and is in no way liable for unsuccessful gTLD registrations.
The exact requirements for registering new gTLD’s are yet to be announced. The introduction of requirements are subject to individual registries and are likely to be simultaneously announced to release dates. Registration are at the discretion of the registry in accordance with their terms and conditions. Dataflame endeavours to communicate this information as soon as it is made available to them.
By using Dataflame’s pre-registration service the customer acknowledges and agrees that it is their duty to ensure up to date payment details are provided during prepayment. Pre-orders will not be successful without a successful prepayment being made.
Domain names are usually subject to the registration terms and conditions set by the relevant registry as well as the registration terms of Dataflame.
Where possible links to the relevant 3rd party terms and dispute resolution policies are included below, if you have any queries regarding these please raise a support ticket and we’ll be glad to assist where possible.