Terms of Service
Use of ServiceUse of service(s) provided by HippoHost to transmit or generate content deemed illicit in the United Kingdom could result in your services being terminated without refund.
SupportHippoHost does not provide support for any type of computer or programming code. HippoHost cannot be held responsible for any damage, temporary or permanent, caused to your service(s) due to the additions of 3rd party software. HippoHost reserves the right to discontinue support service to any persons that cannot maintain civilized communication with support staff, which includes but is not limited to: Foul language, rudeness, threats or demands.
Support is to be provided via our official methods of support which is currently via support ticket. Contacting individual members of our team outside of our client area or contacting us via other methods cannot guarantee you will receive the expected level of support.
Free DomainsThe free domain offer on certain plans is only for the first year and is only valid on standard domains: e.g. .com, .info, .net, .org, .co.uk. This isn't applicable to premium TLDs. e.g. .london.
Some of our services come with free life long domains. These are only for the life of the specific plan and will return to full price as and when the specific plan is cancelled or downgraded.
The free domain should be chosen at checkout with your hosting. This cannot be redeemed after your initial hosting purchase.
Free domains are only applicable to new hosting accounts only, upgrading or switching from another hosting package will not qualify for a free domain.
If the hosting is refunded or downgraded, the cost of the free domain will be deducted from this as the domain is yours to keep until expiry.
You will recieve free monthly edits to your website as part of our managed hosting packages. Currently all packages include one edit per month. An edit is any reasonable number of changes given to us in a single request. Examples of acceptable requests would be updating text or images, updating contact details, updating FAQ questions. Examples of unacceptable requests would be requesting an entire new design, large layout changes etc.
In the event that an urgent edit is required (such as updating contact details, opening times, displaying an urgent announcement etc), we are likely to complete this edit without affecting your monthly edits. With all edits, we reserve the right to refuse an edit if deemed outside of the scope of package, unreasonable or excessive.
Websites remain property of HippoHost, this is because we are not a web design service so do not charge a standard web design fee. On terminating your services with us, we offer the option for you to purchase the website design for a fair and reasonable fee to move to another host if required. This price varies based on length of time with us and package purchased, this fee will never exceed £150 and is typically less.
FTP and Data StorageWe reserve the right to limit or revoke FTP access at any time, with or without reason. FTP access is only to be used to send and receive data directly relating to your service(s). We reserve the right to remove data that does not meet these criteria. We will notify you if such events occur. If the same data or similar data is re-uploaded, we reserve the right to suspend or terminate your service.
Our services may not be used for mass data storage such as (but not limited to) storage of backup or archival data, mirror sites, or personal multimedia content such as movies, music, photos or other media.
Data LossHippoHost does maintain backups of your data but cannot be held responsible for any data loss that may occur. We recommend that you maintain your own local backups of files hosted on our servers in addition to our backups.
Suspension and Termination
Suspension of your services will occur automatically in the following cases:
- Payment is overdue. We accept no liability should our inability to take a payment cause an account to become overdue. Please ensure you receive a payment confirmation on the expected date.
- Malware or other suspect content has been discovered in your shared hosting account.
- Spam or fraud/phishing email has been sent from your hosting services.
- Shared hosting services have been used in violation of our acceptable use policy or these terms of service.
- Issue of a warning to you.
- Immediate, temporary or permanent withdrawal of your right to use our services.
- Immediate, temporary or permanent removal of any material from our services.
- Legal proceedings against you which may include, but not be limited to, recovery of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach.
- Notification of law enforcement authorities where we feel this is absolutely necessary.
RefundsHippoHost offers a 14-day money-back guarantee on shared and selected managed hosting products. After this 14-day period, HippoHost may choose to make an exception basis entirely at the discretion of HippoHost. This guarantee does include managed hosting setup fees or bespoke website designs.
Payments in respect of domain name registrations and domain name renewals are non-refundable and cannot be canceled as is standard for domain names, however, domain names are yours to keep until they expire or you wish to renew.
VPN services have a 5-day refund grace period. Once this 5-day period has elapsed, no refunds can be issued. To receive a refund, you must cancel your service by submitting an immediate cancellation request via the client area within this 5-day period, you may then submit a support ticket to request a refund. If a cancellation request is not submitted within this 5-day period, you will not be eligible for a refund.
If you attempt to chargeback as opposed to requesting a refund via support ticket, your account will be subsequently terminated, and the chargeback disputed. HippoHost reserves the right to refuse refunds based on any particular circumstance that may prohibit this.
Requesting a refund via cancellation request is not a valid method of request, refund requests must be submitted in writing via support ticket.