Effective Date: 1/10/2008
These Website Hosting Terms & Conditions (“Agreement”) govern the provision of website hosting services by Pixel Air Ltd, a UK-registered company (“we”, “us”, “our”) to you (“Client”, “you”, “your”). By using our hosting services, you agree to be bound by this Agreement.
1. Hosting Services
Pixel Air Ltd provides managed hosting services for a range of Static, WordPress and Magento websites using a third-party Virtual Private Server (VPS) hosted via Fasthosts. Our hosting service includes:
- Hosting on a shared VPS environment
- Daily off-site backups to Google Drive
- Free SSL certificates issued via Let’s Encrypt
- Ongoing server management and issue response
- Technical support via mobile, SMS, or WhatsApp (08:00–22:00, 7 days/week)
Hosting fees vary depending on the size, complexity, and traffic profile of the hosted website, and are billed annually in advance.
2. Backup & Data Restoration
- Full-site backups are created nightly and securely stored on Google Drive.
- In the event of a hack, defacement, or data loss, Pixel Air Ltd will restore the website using the most recent backup.
- Restoration does not cover issues caused by outdated or insecure plugins/themes, which remain the responsibility of the client.
3. SSL Certificates
All websites hosted by Pixel Air Ltd will be provisioned with a free SSL certificate issued by Let’s Encrypt. SSL certificates are automatically renewed provided the domain is active and DNS is correctly configured.
4. Service Level Agreement (SLA)
We rely on third-party hosting infrastructure via Fasthosts. The underlying platform provides a 99.99% monthly uptime guarantee, excluding:
- Scheduled maintenance
- Emergency security patches
- Network outages beyond our control (e.g. upstream provider issues)
- Client-side application or code errors
If uptime falls below this threshold in a given month, clients may be eligible for a service credit, calculated pro rata and applied at our discretion.
5. Technical Support
Clients may contact Pixel Air Ltd between 08:00 and 22:00, 7 days a week via mobile, SMS, or WhatsApp. We provide support for:
- Server performance issues (e.g. CPU/memory spikes)
- Downtime or access issues
- SSL certificate errors
- Restoration of websites from backups (as per section 2)
Support does not include WordPress plugin/theme updates or website content management, unless specifically agreed under a separate maintenance contract.
6. Client Responsibilities
- Clients are responsible for maintaining their own website content, including updating WordPress core, plugins, and themes.
- Clients must ensure their login credentials remain secure.
- Clients must not upload or host illegal, malicious, or copyrighted materials without the appropriate licenses.
7. Acceptable Use Policy
You agree not to misuse the hosting services. Prohibited uses include (but are not limited to):
- Hosting or linking to material that is unlawful, defamatory, discriminatory, harassing, or abusive
- Sending spam, bulk unsolicited emails, or using the server for phishing or fraud
- Hosting malware, viruses, ransomware, or facilitating hacking activities
- Running file-sharing services or crypto-mining scripts
- Consuming excessive server resources to the detriment of other hosted sites
We reserve the right to suspend or terminate hosting services without notice if any of the above policies are breached.
8. Payment Terms
- Hosting fees are billed annually in advance.
- Invoices must be settled within 14 days of issue unless otherwise agreed in writing.
- Failure to pay may result in suspension or termination of hosting services.
9. Termination
You may cancel hosting services by providing 30 days’ written notice. No refunds will be issued for unused portions of the hosting term. We reserve the right to terminate services immediately if:
- You breach any terms in this Agreement
- Hosting fees remain unpaid
- Your usage endangers the stability or security of the VPS
10. Limitation of Liability
To the maximum extent permitted by law, Pixel Air Ltd shall not be liable for:
- Indirect, incidental, or consequential damages
- Loss of revenue, profit, or data
- Security vulnerabilities or downtime caused by third-party plugins or code
Our total liability under this Agreement shall not exceed the annual hosting fee paid by the client.
11. Changes to Terms
Pixel Air Ltd reserves the right to amend these terms at any time. Clients will be notified of material changes via email or posted notice on our website.
12. Governing Law
This Agreement shall be governed by the laws of England and Wales, and any disputes shall be subject to the exclusive jurisdiction of the English courts.
If you have any questions about these terms, please contact us directly.
Pixel Air Ltd
Company Registration Number: 03539857
Registered Address: 12 Pevensey Drive, Knutsford, Cheshire WA16 9BX
Email: hosting@pixel-air.co.uk
