Terms at a glance
These Terms explain our hosting, VPS, domain, and related services. They cover what you can expect and what you are responsible for. They also explain billing, service use, cancellations, account security, and network reliability.
These Terms apply when you visit our website, create an account, order or renew a service, contact support, or use our services.
By using AwakeHost, you agree to these Terms, our Privacy Policy, Anti-Spam Policy, and Refund Policy. Service-specific rules shown at checkout or in the Client Area also apply.
Your agreement with AwakeHost
We provide web hosting, VPS, domain, managed, and related online services. These Terms explain the relationship between AwakeHost and the customer.
You may use services for a company, an organization, or someone else. If you do, you confirm that you have authority to manage the service and accept these Terms for that account.
Creating and securing an account
Some services require an account. You may need to provide accurate contact, billing, and service details.
- Account details should be accurate and kept up to date.
- Customers are responsible for keeping login details secure.
- If unauthorized access is suspected, customers should contact AwakeHost support as soon as possible.
- AwakeHost may request verification where needed for security, billing, fraud prevention, or compliance reasons.
Our services
Our services may include the following. This list is not complete:
- Shared web hosting
- WordPress hosting
- VPS hosting
- Managed hosting services
- Reseller hosting
- Domain registration, transfer, and renewal services
- SSL, email, DNS, migration, and support-related services
Features, resources, limits, prices, renewal terms, and availability may differ. They depend on the plan, location, setup, and provider availability.
Your responsibilities
You are responsible for managing your account, websites, apps, servers, email accounts, files, databases, and users.
Use services lawfully, safely, and responsibly. This includes:
- Keeping websites, CMS platforms, plugins, themes, and applications updated.
- Using strong passwords and protecting account credentials.
- Maintaining their own copies of important files, databases, emails, and configurations.
- Ensuring hosted content and activity comply with applicable laws.
- Responding to support, abuse, billing, or verification requests when action is required.
How you may use our services
Do not use services in ways that may harm other users, networks, systems, or message recipients. This also includes harm to our infrastructure's reputation.
We do not allow the following activities:
- Illegal, harmful, fraudulent, or deceptive activity.
- Spam, unsolicited bulk messaging, phishing, or abusive email activity.
- Malware, botnets, command-and-control activity, or harmful scripts.
- Unauthorized access, scanning, intrusion attempts, or network attacks.
- Copyright or trademark infringement.
- Activity that causes repeated abuse complaints, blacklisting, or network disruption.
- Use of services in a way that significantly affects the stability or performance of other customers.
Our Anti-Spam Policy explains the email and spam rules in more detail.
Orders, billing, and payments
Checkout or the Client Area shows prices, billing cycles, setup fees, renewal dates, taxes, and available payment methods.
- Services are usually activated after successful payment and order review.
- Some orders may require manual verification before activation.
- Invoices should be paid before the due date to avoid service interruption.
- Renewal reminders may be sent by email or shown inside the client area.
- Customers are responsible for keeping billing and contact information up to date.
A payment may be reversed, disputed, rejected, or flagged for review. We may then place the related account or service on hold while we review it.
Renewals, late payments, and expiry
Services may renew automatically or manually. This depends on the service type, billing setup, and payment method.
- If renewal payment is not received, services may be suspended, restricted, or allowed to expire.
- Expired services may become unavailable and data may be removed after the applicable retention period.
- Domain names may follow registry-specific expiry, redemption, and restoration rules.
- Restoring an expired service may require payment of outstanding invoices, restoration fees, or provider charges.
Renew before the due date to avoid interruptions. Make sure your payment method remains valid.
Cancellations and refunds
You may request cancellation in the Client Area. You may also contact support where applicable.
- Cancellation requests should be submitted before the renewal date to avoid future billing.
- Refund eligibility depends on the service type, reason for the request, usage, and the Refund Policy.
- Domain registrations, renewals, transfers, redemption fees, certain licenses, setup fees, and third-party charges are usually non-refundable once processed.
- Refunds, where approved, are normally returned to the original payment method where possible.
Our Refund Policy explains the refund conditions in more detail.
Domain services
We provide domains through registries and registrar partners. Availability, prices, renewals, transfers, redemption periods, and ownership rules may vary. They depend on the domain extension and registry rules.
- Customers are responsible for keeping registrant contact details accurate.
- A domain is not guaranteed until registration is successfully completed and confirmed.
- Domain renewals should be completed before expiry to avoid service interruption or loss of the domain.
- Domain-related fees may be non-refundable once processed by the registry or registrar.
Some domain actions require checks of your identity, ownership, or contact details.
VPS, cloud, and infrastructure
VPS, cloud, and infrastructure services may use data centers, network carriers, cloud platforms, and other partners.
You are responsible for your server's operating system, software, updates, firewall, backups, content, and activity. This applies unless you have specifically bought a managed service.
- Some ports, features, regions, operating systems, or add-ons may be restricted or unavailable depending on provider rules or abuse-prevention measures.
- Outbound SMTP or Port 25 access may be limited, reviewed, or unavailable on some services.
- IP addresses, network routes, and locations may change when required for operational, security, or provider-related reasons.
- Activities that affect network stability or IP reputation may require review or service restrictions.
Backups and data
Keep your own separate backups of websites, files, databases, emails, settings, and other important data.
Any backup service or add-on we provide is a convenience. Do not rely on it as the only copy of important data.
Data may be removed after cancellation, expiry, suspension, termination, migration, or non-payment. This depends on the service type and its retention process.
Support
Support is available through channels such as tickets, email, live chat, or the Client Area.
- Support availability and response times may vary by service type, workload, issue complexity, and priority.
- Managed and unmanaged services may include different support scopes.
- AwakeHost may request login details, screenshots, error logs, or other information to help investigate an issue.
- Custom development, third-party application fixes, malware cleanup, advanced administration, or external service troubleshooting may be outside standard support unless included in the plan.
Use the Client Area for account-related support where possible. This helps us verify requests and handle them securely.
Service availability
We work to keep services stable and reliable. Outages can still happen. Causes include maintenance, software or hardware faults, network events, security incidents, provider issues, customer settings, or events beyond reasonable control.
We may carry out planned maintenance to improve security, performance, and reliability. Where practical, we may give notice if scheduled work is expected to interrupt service.
When we may restrict or end a service
We may restrict, suspend, or end a service when needed. This can protect customers, infrastructure, payment security, legal compliance, or network reputation.
Examples include:
- Non-payment or unresolved billing issues.
- Abuse reports, spam, phishing, malware, or network attacks.
- Compromised websites, accounts, scripts, mailboxes, or servers.
- Activity that affects other customers or service stability.
- Verification, fraud prevention, chargeback, or payment review concerns.
- Requests from data centers, registrars, infrastructure providers, payment processors, or legal authorities.
Where practical, we will try to notify you and give you a chance to fix the issue. Serious risks may require immediate action. These include risks to customers, systems, networks, legal compliance, or service reputation.
Third-party services and rules
Some services rely on outside providers. These include infrastructure and data center providers, registrars, software and control panel vendors, and payment processors. We also use fraud-prevention systems, email tools, and support platforms.
These providers may have their own rules, technical limits, availability conditions, acceptable-use standards, and compliance requirements. Changes to a provider's service may affect yours. This includes restrictions, suspensions, and services being discontinued.
Privacy and data protection
We handle personal information under our Privacy Policy. We may process it to manage accounts, billing, support, security, fraud prevention, service delivery, and compliance.
If you collect or process personal data through our services, you are responsible for meeting applicable privacy requirements. This includes your websites, apps, privacy notices, and data handling.
Service limits and legal rights
We aim to provide reliable services with reasonable care and skill. Some factors are outside our direct control. These include provider issues, internet routing, software bugs, cyber incidents, customer settings, and force majeure events.
To the extent permitted by applicable law, AwakeHost is not responsible for indirect losses. This limit also covers lost profits, business opportunities, and goodwill. It also covers losses caused by customer settings, third-party services, unsupported software, or missing backups.
Nothing in these Terms limits rights or responsibilities that cannot be limited under applicable law.
Changes to services or these Terms
We may change services, features, prices, technical limits, support scope, or these Terms from time to time.
When we update these Terms, we revise the Last Updated date. If you keep using AwakeHost after an update, the latest version applies.
Which laws apply
These Terms are intended to be governed by UK law. Other rules may apply because of your location, consumer rights, or mandatory law.
Contact us
Send questions about these Terms, billing, service use, or your account through the Client Area or by email.
Contact Details
General Support: support@awakehost.com
Billing: billing@awakehost.com
Abuse Reports: abuse@awakehost.com
Privacy Requests: care@awakehost.com
If you already have an account, use the Client Area where possible. This lets us verify account requests securely.