Terms of Service

PAC WEBHOSTING LTD · Registered in England and Wales, company number 06221654 · Last updated: 29 September 2026

1. About these terms

1.1 Who we are. These terms are an agreement between PAC WEBHOSTING LTD (“PAC”, “we”, “us”) and you, the customer named on the client account (“you”). PAC is registered in England and Wales, company number 06221654. Our registered office is Suite 2 Albion House, 2 Etruria Office Village, Forge Lane, Etruria, Stoke-on-Trent, Staffordshire, ST1 5RQ.

1.2 What’s included. These terms apply to all Services you order from us. Together with the documents below, they form the whole agreement between us:

• our Privacy Policy
• our Data Processing Agreement
• the Complaints and Abuse procedure
• our Domain Registration Terms, for any domain you register, renew or transfer with us
• where applicable, the third-party agreements for specific Services, such as the Microsoft Customer Agreement for Microsoft 365 and software vendors’ licence terms (clause 9)
• the description of your Hosting Package on our website at the time you order

1.3 Consumers and business customers. Whether you’re a consumer or a business customer depends on why you’re buying, not on which Hosting Package you choose. You’re a consumer if you’re buying mainly for purposes outside your trade, business, craft or profession. Otherwise, you’re a business customer. So a consumer can buy a business hosting package, and a business can buy a web hosting package. If you’re a consumer, you have legal rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in these terms affects those rights. Where a clause treats consumers and business customers differently, it says so.

1.4 Age. By placing an Order you confirm that you’re at least 18 and able to enter into a binding contract.

2. Definitions

3. Accounts and orders

3.1 Starting your contract. Our contract starts when we accept your Order and take payment. Most Services are set up automatically straight away.

3.2 Setup delays. If automatic setup fails, we’ll set the Service up manually within 1 Business Day. If we can’t, we’ll contact you and you can choose to wait a further Business Day or have a full refund. We’ll repeat this for any further delay.

3.3 Your details. You must give us accurate account details and keep them up to date, especially your email address. We send important notices, invoices and renewal reminders there.

3.4 Account security. You’re responsible for keeping your login details secure and for everything done through your Account. We strongly recommend turning on two-factor authentication on your client account and control panel.

3.5 Refusing orders. We may refuse an Order, for example if our fraud checks flag it or we can’t verify your identity. If we refuse an Order after taking payment, we’ll refund you in full.

4. Fees, billing and renewals

4.1 Prices. Fees are shown on our website and in your client area. We show each price both excluding VAT and including VAT at the current UK rate (20%). Where UK VAT applies, you pay the VAT-inclusive price, and your invoice shows the VAT separately.

4.2 Paying in advance. Fees are payable in advance for the billing period you choose: monthly, quarterly, six-monthly, annually or longer where offered.

4.3 Renewal. Services renew automatically for the same period unless you cancel (clause 5). We email a renewal invoice 14 days before the renewal date. Payment must reach us by the due date for the Service to continue without interruption.

4.4 Automatic payment. If you’ve paid by card, PayPal or Direct Debit, we’ll take payment for renewal invoices on or after the due date using the payment method stored with Stripe, PayPal or GoCardless. You can remove a stored payment method in the client area at any time.

4.5 Price changes. We may change our prices. A change never affects a period you’ve already paid for. Your renewal invoice, emailed 14 days before the renewal date, is charged at our current published price and shows the price for the next period. If it’s higher than you paid before, you can cancel before the renewal date (clause 5.3) and you won’t be charged.

4.6 Upgrades and downgrades. You can change your Hosting Package at any time from the client area.

• Upgrades take effect straight away. We’ll credit the unused part of your current plan on a pro-rata daily basis and charge the new plan for the same period.
• Downgrades take effect straight away. There’s no refund or credit for the rest of your current billing period, and the new, lower price applies from your next renewal. Before downgrading, make sure your usage fits the smaller plan’s limits. If it doesn’t, we’ll move you back to your previous plan at no extra charge and let you know, so you can reduce your usage and try the downgrade again.

4.7 Late payment. If an invoice is unpaid, we’ll send reminders. A late payment charge of £5 is added to any invoice that is still unpaid 10 days after its due date, to cover our costs of chasing it. We may also suspend the affected Services at that point. If it’s still unpaid 30 days after the due date, we may terminate the Services under clause 13. Business customers may also be charged statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998.

4.8 Chargebacks. If you raise a chargeback or Direct Debit indemnity claim, we may suspend the related Services while it’s resolved. If the claim is decided in our favour, we may charge our reasonable costs of dealing with it, up to £100.

5. Cancellation and refunds

5.1 60-day money-back guarantee. You can cancel a new hosting Service within 60 days of the order date, including the day of the order, for a full refund of that hosting Service’s Fees. The guarantee covers shared (web), business, WordPress and VPS hosting. It doesn’t cover domains, software licences, Microsoft 365 or other add-ons. It applies once per customer, to your first order of each type of hosting. It doesn’t apply if you cancel and then reorder the same type of hosting.

How to claim. To use the guarantee, open a support ticket from your client area, asking for a money-back cancellation, within the 60 days. Please don’t use the standard cancellation request form: it doesn’t trigger a refund, and it may end the Service without the guarantee being applied. The ticket lets us process your refund correctly and deal with any domain included in your order (clause 5.2).

5.2 Free domains. If your order included a free domain and you cancel within 60 days:

• if you want to keep the domain, we’ll deduct its registration cost from your refund
• if you don’t, we’ll let it lapse
• if you’ve already transferred it away, we’ll deduct its registration cost

5.3 Cancelling after 60 days, or cancelling other Services. You can cancel at any time by submitting a cancellation request in the client area, or by opening a support ticket, at least 7 days before your next renewal date. You can choose:

• end of billing period: the Service continues until the end of the period you’ve paid for, then stops. Or
• immediate: the Service stops within 2 Business Days of your request. There’s no refund or credit for the unused part of the billing period, so if you’ve paid in advance, choosing “end of billing period” lets you use the time you’ve paid for.

We don’t refund the unused part of a billing period outside the 60-day guarantee, unless the law requires it or clause 7 applies.

Moving to a different website? If you no longer need a hosting Service for its current website, you don’t have to cancel and lose the time you’ve paid for. Open a support ticket and we’ll change the domain on the hosting account, free of charge, so you can use the rest of your billing period for another website.

5.4 Consumers. If you’re a consumer, you have a legal right to cancel within 14 days of ordering. For hosting, the 60-day guarantee in clause 5.1 gives you more than this. If the guarantee doesn’t apply, you can still cancel hosting within 14 days of ordering for a full refund. For domains and licences, we start the Service straight away at your request. At checkout you agree that you lose the right to cancel once the domain is registered or the licence is issued, because those Services are then fully supplied. Your statutory rights still apply if a Service isn’t provided with reasonable care and skill or as described.

6. Providing the Services

6.1 Our commitment. We’ll provide the Services with reasonable care and skill, as described in your Hosting Package.

6.2 Changes to the Platform. We may improve or change the Platform, for example by upgrading software or moving your account to a new server. We won’t remove a feature that’s part of your Hosting Package during a period you’ve paid for. We’ll give at least 14 days’ notice of planned changes that need action from you, with instructions.

6.3 Maintenance window. To keep the Platform secure and up to date, we may carry out routine work, such as reboots, security patches and system upgrades, between 00:00 and 06:00 UK time on any day. We only use the window when it’s needed. Most work causes no interruption, or a brief one of a few minutes. Where we can, we’ll post planned work on the Network Status page in the client area beforehand.

6.4 Urgent work. Occasionally we may need to carry out urgent maintenance or security work outside the window without notice, for example to fix a fault or protect against an active threat. We’ll keep this to a minimum and post details on the Network Status page.

6.5 Going over your plan limits. Each Hosting Package has limits, such as disk space, email storage, databases or bandwidth, shown on our website. As a courtesy, we don’t switch off your website or email the moment you reach a limit. Instead:

1. We’ll let you know. We’ll email you if your usage goes over your plan’s limits, and suggest ways to free up space or a plan that fits better.
2. You have 14 days to sort it. You can free up space, or upgrade from the client area. We’ll send a reminder after 7 days.
3. If we don’t hear from you within 14 days and you’re still over the limit:
   • business customers: we’ll upgrade you to the next plan that fits your usage, and charge the pro-rata difference for the rest of your billing period to your stored payment method. We’ll email you to confirm, and you can move back to a smaller plan later once your usage fits.
   • consumers: we won’t upgrade you or charge you without your agreement. We’ll contact you again to agree the next step.
4. If we can’t take payment for an upgrade, or you stay over the limit without agreeing a way forward, we may suspend the Service after giving you notice by email. We’ll restore it as soon as you contact us to free up space, upgrade or pay.
5. While a Service is suspended:
   • it stays suspended until you contact us. Your data is kept safe in the meantime.
   • suspension doesn’t cancel the Service, so it will renew and be invoiced as normal. To stop it renewing, cancel it under clause 5.3.
   • Fees aren’t refunded for time a Service is suspended under this clause, because your account, data and backups are still held on our servers and using resources while it’s suspended, and you can restore it at any time by getting in touch.
   • if it stays suspended for 30 days and we haven’t heard from you, we may end it under clause 13 after a final email. Your data will then be deleted as set out in clause 13.3.

If excess usage is affecting the Platform or other customers, for example a full disk on a shared server, we may need to act sooner. We’ll always tell you what we’ve done and why.

7. Availability and service credits

7.1 Uptime target. We aim for 99.5% monthly uptime for hosting Services. Uptime is measured per calendar month and excludes:

• work carried out in our maintenance window (clause 6.3), and other planned maintenance we’ve announced in advance
• urgent security work under clause 6.4, such as emergency patching to protect against an actively exploited vulnerability or an attack in progress
• problems caused by you, Your Content or third-party software you’ve installed
• suspension under these terms
• events outside our reasonable control (clause 17.1)

7.2 Service credits. If uptime falls below 99.5%, you can claim a credit against your next invoice:

7.3 Claiming a credit. To claim, open a support ticket within 14 days of the end of the affected month. The Service must still be active when the credit is applied. Credits can’t exceed that Service’s monthly Fee, and they aren’t paid out in cash.

7.4 Sole remedy. For business customers, service credits are the only remedy for downtime. For consumers, they’re in addition to your statutory rights.

8. Support and backups

8.1 Support tickets. Tickets can be raised 24 hours a day, 7 days a week, from the client area at billing.pacwebhosting.uk. Our first response target is within 1 hour, and we meet it on the vast majority of tickets. At exceptionally busy times it can occasionally take a little longer, but every ticket is picked up as quickly as possible. Urgent issues should always be raised by ticket. Guides, self-help articles and details of how to contact us are at help.pacwebhosting.uk.

8.2 Telephone support. Phone support on 0333 123 8000 is available during UK office hours. Outside those hours, leave a voicemail and we’ll call you back as soon as possible, and at the latest by the end of the next Business Day. For anything urgent, a support ticket is the quickest way to reach us, 24/7.

8.3 Emergency out-of-hours line. Our Business Hosting Premier plan, and any other Hosting Package whose description on our website says it’s included, comes with an emergency phone number for use outside office hours. Calls to it page our on-call senior (level 3) engineer, who may need to be woken or called away to respond. It’s for genuine emergencies only, where a service we provide has stopped working and needs urgent attention, for example:

• your website is down or showing a server error
• your email has stopped sending or receiving
• your server is unreachable

Your emergency number. Within 2 Business Days of your plan starting, we’ll send you your own emergency number. It’s separate from our main phone number. Please keep it somewhere safe and easy to reach, and not only in an email inbox that could be affected by an outage. Our ticket support team can’t give out the emergency number during an emergency. If you contact them instead, they’ll help you through normal support first and escalate to the on-call engineer where needed.

It isn’t for general support, such as questions, changes, how-to help, billing or problems with third-party software like WordPress plugins. Please raise those by support ticket and we’ll pick them up in the normal way. If you call the emergency line about a non-urgent issue, we’ll ask you to open a ticket instead.

If the emergency line is repeatedly used for non-emergencies, we’ll let you know. If it continues, we may withdraw access to it for your account. You’ll still have full access to ticket and phone support.

8.4 What support covers. Support covers the Services we provide. It doesn’t cover third-party software such as WordPress, Joomla, Magento or OpenCart, or its plugins and themes, unless the fault is caused by our Platform. We may help further at our discretion or for an agreed fee.

8.5 Backups. Where your Hosting Package includes backups, we keep regular off-server copies for 30 days. These are stored separately and don’t count towards your plan’s disk space. You can restore files, databases, emails or your whole site yourself from your control panel at any time, or ask us and we’ll do it for you. Backups are a safeguard, not a guarantee. You should keep your own copies of anything important.

8.6 Your own backup files. Backup files you create yourself in your control panel may be deleted automatically after 7 days to save space, so please download any you want to keep. Your hosting space is there to run your websites and email rather than to archive files, so it’s best not to store backups, old site copies or large file collections on it long term. Keeping those somewhere else also means they’re safe if anything happens to your hosting account.

9. Domains, third-party and additional services

9.1 Domains. When we register, renew or transfer a domain for you, our Domain Registration Terms apply. They set out the registry and registrar agreements you accept, including Nominet’s terms for .uk domains and the CentralNic Reseller Registration Agreement for other extensions. They also cover your responsibilities for registrant details, renewals, transfers and disputes.

9.2 Microsoft 365. Microsoft 365 is supplied under the Microsoft Customer Agreement. The Microsoft Customer Agreement forms part of these terms for Microsoft 365 orders, so when you place a Microsoft 365 order and agree to these terms, you’re also accepting the Microsoft Customer Agreement. By doing so, you authorise us to confirm your acceptance to Microsoft on your behalf when we set up your subscription. We’ll give Microsoft the name and email address of the person who placed the order and the date they accepted. Microsoft’s terms apply to the service itself, and Microsoft processes your Microsoft 365 data under its own data protection terms. We act as your reseller and administrator. Microsoft 365 subscriptions follow Microsoft’s own cancellation and refund rules, not our money-back guarantee.

9.3 Software licences. When you buy a software licence from us, it’s also subject to the vendor’s own licence terms, which you accept when you order. This applies only to licences you buy. Software we run on our own servers to provide shared, business and WordPress hosting, such as LiteSpeed, CloudLinux and Enhance, is covered by our own agreements with those vendors, so you don’t need to accept anything for it. Vendor terms for the licences you can buy, for example for a VPS:

• WP Rocket: WP Rocket Terms and Conditions
• Patchstack: Patchstack Terms of Service
• LiteSpeed: LiteSpeed Web Server licence agreement
• cPanel & WHM: cPanel End User License Agreement
• CloudLinux OS: CloudLinux OS Licence Agreement
• Imunify360: Imunify360 EULA
• KernelCare: TuxCare legal agreements
• Enhance: Enhance Terms & Conditions

10. Acceptable use

10.1 What’s not allowed. You must not use the Services, or allow anyone else to use them, to:

• break any law, or help anyone else break one
• store or send malware, viruses, ransomware or code designed to harm systems or take data without permission
• send spam, bulk unsolicited email or phishing messages, or host pages linked to them
• host pirated or infringing material: software, films, music, images or text you don’t have rights to
• host content that is illegal, sexually exploits children, or is threatening, harassing, fraudulent or defamatory, or that encourages violence or crime
• run open proxies, IRC servers, port scanners, brute-force tools or IP spoofing, or attack any network or system
• scrape, mine cryptocurrency, or use resources in a way that harms the Platform or other customers, beyond the limits of your Hosting Package
• use your hosting mainly as a file store, archive, backup destination or download service, for example to host disk images (such as .iso files), large video or media libraries, or software downloads (see clause 10.4)
• link to or promote any of the above

10.2 Your users. You’re responsible for anything posted by your own users, such as in forums, comments or shop listings, and for removing anything that breaks this clause.

10.3 Abuse reports. If we receive a credible abuse report, we’ll normally contact you first and give you a reasonable time to fix it. Where there’s a serious risk of harm, a legal requirement, or a risk to the Platform or other customers, we may suspend the affected Service, or remove the content, immediately. See our Complaints and Abuse procedure.

10.4 Large files and downloads. Our hosting is designed to run websites and email, not to store or distribute large files. Everyday website files are absolutely fine, such as PDFs, images, product downloads and short videos. But large files that visitors download in bulk, such as .iso disk images, installers or large media collections, use disk space and bandwidth shared with other customers. If we find hosting being used this way, we’ll get in touch and help you move the files somewhere better suited, such as a cloud storage or content delivery service. If the usage is affecting the Platform or other customers, we may need to remove the files or limit access to them sooner.

10.5 Sending email. Email accounts are for everyday business and personal email. To protect our servers’ reputation and keep email delivering for everyone:

• sending limits apply to each account, as shown in your Hosting Package
• outgoing email is filtered for spam and malware (through MailChannels), and suspicious messages may be held or blocked
• bulk or marketing email to large lists should be sent through a dedicated email marketing service, not from your hosting account

If an account sends spam, for example because it has been hacked, we may pause outgoing email from that account until it’s secured. We’ll let you know and help you fix it.

11. Your responsibilities

11.1 Your responsibilities. You’re responsible for:

• Your Content, and making sure you have the right to use it
• keeping any software you install up to date, including WordPress and its plugins and themes, and anything on a VPS where you have root access
• keeping your passwords secure and using the two-factor authentication we provide
• keeping your own backups of important data (clause 8.5)
• giving us the information and access we reasonably need to provide the Services

11.2 Selling online. If you use the Services to sell online, you’re responsible for meeting consumer law in your dealings with your own customers.

11.3 Ownership. You keep all rights in Your Content. You give us permission to store, copy and transmit it only as needed to provide the Services. We keep all rights in our Platform, software and brand.

12. Data protection

12.1 Your data. We handle personal data about you, as our customer, in line with our Privacy Policy.

12.2 Data we process for you. Where we process personal data within Your Content on your behalf, we act as your processor. Our Data Processing Agreement forms part of these terms and applies automatically.

12.3 Your obligations. You’re responsible, as controller, for making sure you have a lawful basis to process personal data using the Services, and for meeting your own obligations under UK data protection law.

12.4 Your emails and files. Because we run the servers, we could technically read your email and look through your files, but we don’t. Everything in your account is treated as confidential. We only access your mailboxes, files or databases when:

• you ask us to, for example to help with a support request
• it’s needed to investigate or fix a technical fault, security incident, malware or abuse report
• the law requires it

When we do, we only look at what’s needed, and only authorised staff bound by confidentiality do so. Automated systems, such as spam and virus filtering, scan email to protect you and the Platform, but no person reads your messages as part of this.

13. Suspension and termination

13.1 When we can suspend or end a Service. We may suspend or terminate a Service, with no refund for the rest of the billing period, if:

• Fees are unpaid, as set out in clause 4.7
• a Service has been suspended for going over its limits for 30 days and you haven’t contacted us (clause 6.5)
• you seriously or repeatedly breach these terms, including clause 10, and don’t fix the breach within a reasonable time after we ask
• we’re required to by law, a court, the police or a regulator
• you become insolvent: you enter administration, liquidation, bankruptcy or a voluntary arrangement, or can’t pay your debts

13.2 Ending a Service with notice. We may also end a Service for any other reason by giving you written notice by email: 30 days for quarterly or longer billing, or 15 days for monthly billing. If we do, we’ll refund any Fees you’ve paid for the period after it ends.

13.3 After termination. Your Content is kept for 30 days so you can ask us for a copy, then deleted from our live systems. Backup copies are overwritten within a further 30 days. Once deleted, it can’t be recovered.

14. Liability

14.1 What we don’t exclude. Nothing in these terms limits or excludes our liability for:

• death or personal injury caused by our negligence
• fraud or fraudulent misrepresentation
• anything else that can’t be limited or excluded by law

14.2 Business customers. If you’re a business customer, then subject to clause 14.1:

• we’re not liable for loss of profit, revenue, business, goodwill or anticipated savings, or for any indirect or consequential loss
• we’re not liable for loss or corruption of data, beyond making reasonable efforts to restore it from our latest available backup
• our total liability arising out of or in connection with these terms, whether in contract, tort (including negligence) or otherwise, is limited to the Fees you paid us for the specific Service the claim relates to in the 12 months before the event that gave rise to the claim. Fees for your other Services aren’t included. For example, a claim about one hosting package is limited to the Fees for that hosting package, and a claim about one domain is limited to the Fees for that domain, not your other hosting packages, domains or any other Services.

14.3 Consumers. If you’re a consumer, we’re responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We’re not responsible for losses that weren’t foreseeable, or for business losses: we supply the Services for domestic and private use only.

14.4 Claims caused by you. You agree to cover our reasonable losses and costs, including legal costs, arising from Your Content, your breach of clause 10, or a third-party claim that Your Content infringes their rights.

15. Changes to these terms

15.1 Updates. We may update these terms to reflect changes in the law, our Services or our suppliers.

15.2 Notice of changes. We’ll email you at least 30 days before a material change takes effect. If you don’t accept it, you can cancel before it takes effect and we’ll refund any Fees paid for the period after that date.

15.3 Minor changes. Corrections, clarifications and changes required by law can take effect straight away. The latest version is always on our website, with its date.

16. Complaints

16.1 How to complain. If you’re unhappy with our service, please follow our Complaints and Abuse procedure. We’ll always try to put things right.

17. General

17.1 Events outside our control. Neither of us is liable for a delay or failure caused by events outside our reasonable control. Examples include natural disasters, war, terrorism, government action, pandemic, a failure of the internet or the power grid, or a failure at our infrastructure suppliers or data centres. We’ll tell you, and try to limit the effect.

17.2 Transfer. We may transfer our rights and obligations to another organisation, for example if our business is sold. If we do, your rights won’t be reduced. You may not transfer your Account without our written consent.

17.3 Business continuity. We have a business continuity arrangement with an established UK hosting company we already work with, which shares our values: going the extra mile for customers, and never selling you something you don’t need. If PAC were ever unable to continue trading, for example because of the serious illness or death of a key person, they would take over your Services from day one so they carry on without interruption. Your Account, Services and data would transfer to them under clause 17.2 on the same terms, and you’d be contacted with the details.

17.4 Severance. If a court finds any part of these terms invalid, the rest still applies.

17.5 No waiver. If we don’t enforce a right straight away, we can still enforce it later.

17.6 Third parties. No one else has rights under these terms under the Contracts (Rights of Third Parties) Act 1999.

17.7 Entire agreement. These terms and the documents in clause 1.2 are the whole agreement between us about the Services.

17.8 Law and courts. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you’re a consumer living in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

17.9 Notices. Notices to us must be sent by support ticket from your client area, or by post to our registered office. Our registered office is a postal address only, and we don’t receive visitors there. We’ll send notices to you by email to the main email address on your Account.

Last updated: 29 September 2026