Section 01
Twerple is the trading name of Twerple Ltd, a company registered in England and Wales under company number 17433914, with its registered office at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. You can reach us at support@twerple.com. In these terms, “Twerple”, “we” and “us” mean Twerple Ltd, and “you” means the person or business holding the account.
These terms apply to everything we provide: web hosting, WordPress hosting, reseller hosting, VPS and dedicated servers, domain name registration and transfer, SSL certificates, DNS, the website builder, and web development work. Together with our Privacy Policy and Refund Policy, they form the agreement between you and Twerple. For development projects, the written quote or proposal we agree with you also forms part of the agreement and takes priority where it says something different.
You accept these terms when you create an account or place an order. If you do so on behalf of a company or other organization, you confirm that you have the authority to bind it. If you are a consumer, meaning an individual buying for purposes outside your trade or profession, nothing in these terms takes away the rights you have under UK consumer law.
In plain English
Pay for what you order, keep your account secure, use the services lawfully and considerately, and we will keep them running, protect your data and treat you fairly. The rest of this page is the detail behind that sentence.
Section 02
You must be at least 18 years old to open an account. The details you give us must be accurate and kept up to date; for domain names in particular, registry rules require correct contact details and a domain can be suspended if they are false or unverified.
- You are responsible for everything done through your account. Keep your password private, use a strong one, and turn on two-factor authentication in your client area.
- Tell us straight away at support@twerple.com if you think someone else has access to your account.
- You may add authorized contacts to your account. Anything they do within the permissions you give them counts as done by you.
- An account may not be transferred to someone else without our written agreement.
Section 03
Each service is described on its product page, and the resources that come with it (storage, bandwidth, CPU, memory, email accounts and so on) are those shown when you order. Where a resource is described as unmetered, it is not capped, but it must be used for the normal running of your websites and must not affect other customers on the same server.
3.1 Web, WordPress and Reseller Hosting
We manage the server, the operating system, the control panel and the network. You manage your websites, applications, email and content. Reseller customers are responsible for their own clients, including their content and support, and must have their own terms with them; you remain responsible to us for their use of the service.
3.2 VPS and Dedicated Servers
Unless the product page says the server is managed, we provide the hardware or virtual machine, the network and access to it. You are responsible for the operating system, the software you install, security updates, and backups of the server. We may ask you to fix a server that has been compromised and may isolate it to protect the network in the meantime.
3.3 Services Provided With Partners
Domain names are registered through our registrar partner and are subject to the rules of the registry for each extension and of ICANN or Nominet (see section 8). Some servers are provided on partner infrastructure. Payments are processed by our payment partners, Paddle (card payments) and PayPal, whose own terms apply to the payment transaction, or can be made by bank transfer to our account. We choose partners carefully, but they are separate companies and we do not control their systems.
We improve our services continuously and may change features, software versions or specifications. If a change materially reduces what you have paid for, we will tell you in advance and you may cancel the affected service and receive a pro-rata refund of any period you have paid for but not used.
Section 04
An order is an offer to buy. The contract for a service is made when we confirm the order and activate the service. Prices are shown in the currency you select at checkout, and any VAT or sales tax that applies is shown before you pay.
- Services are paid for in advance for the billing period you choose (monthly, yearly or longer). Invoices are sent to the email address on your account and are due on the date shown.
- You can pay by card, PayPal or bank transfer to our IBAN, which is shown on the invoice. A service paid by bank transfer is activated once the payment has reached our account, which normally takes one to three working days (longer for some international transfers); please use the invoice number as the payment reference so that we can match it.
- If an invoice is not paid by its due date we will send reminders. We may suspend the service while it remains unpaid and, if it stays unpaid, terminate it as described in section 12. Where a payment fails we may retry it.
- Introductory and promotional prices apply to the first billing period only. The service then renews at the standard price shown when you ordered, unless we have told you about a change in advance.
- We may change prices. For an existing service, a new price applies only from your next renewal, and we will email you at least 30 days before that renewal so you can decide whether to continue.
- If you believe a charge is wrong, contact us first and we will put it right quickly. Raising a chargeback with your bank without contacting us may lead to suspension of the account while the matter is resolved, and we may recover the costs the chargeback causes us.
Section 05
Hosting, servers, SSL certificates and similar services renew automatically at the end of each billing period, so that your websites stay online. We issue the renewal invoice before the renewal date and remind you by email.
- You can cancel any service at any time from your client area. Cancellation takes effect at the end of the current billing period, or immediately if you ask for that, and the data for the cancelled service is then deleted as described in section 12.
- Apart from the rights described in section 6, we do not refund the unused part of a billing period when you cancel.
- Domain names renew according to the auto-renew setting on each domain. We send renewal reminders before the expiry date. If a domain is not renewed in time it expires, may enter a redemption period during which the registry charges a higher fee to recover it, and may then be released for anyone to register. We cannot guarantee that an expired domain can be recovered.
Section 06
Our Refund Policy sets out the full rules. In summary:
- Web Hosting, WordPress Hosting and Reseller Hosting: if you are not happy for any reason, cancel within 14 days of your first order and we will refund the hosting fee in full.
- VPS and dedicated servers: because capacity is reserved for you when the server is set up, these do not come with a money-back guarantee.
- Website Builder: the builder, its hosting and templates are made available to you immediately, so there is no money-back guarantee on builder plans.
- Web development: deposits and milestone payments are for work done or reserved for you and are non-refundable once that work has started, as set out in your quote.
- Domain names, SSL certificates and other third-party items: these are provided immediately and at your express request, and the fees are paid to the registry or certificate authority, so they are non-refundable once issued.
If you are a consumer, you also have a statutory right under the Consumer Contracts Regulations 2013 to cancel a distance contract for services within 14 days of the day the contract is made. Where you ask us to start a service within that period and then cancel, we may deduct a proportionate amount for the time the service was available to you, together with any third-party costs we cannot recover. By ordering a domain name or SSL certificate you ask us to provide it immediately and acknowledge that, once it has been issued, the right to cancel no longer applies. Refunds are paid to the original payment method within 14 days of our approving the cancellation.
Section 07
You may use our services for any lawful purpose. The rules below exist to keep our platform safe and fast for every customer and to keep us, and you, on the right side of the law. They apply to everything hosted on, sent through or connected to our services, including anything your own customers do on a reseller account.
7.1 Prohibited content
You may not store, publish, link to or distribute:
- anything that is illegal in the United Kingdom or in the country where it is hosted, or that infringes someone else’s copyright, trade mark or other rights;
- any sexual content involving children, which we report to the authorities without exception, and any content that promotes violence, terrorism or hatred against a group of people;
- pornographic or adult content of any kind;
- gambling, betting, lottery or casino services, unless you hold a valid licence for every jurisdiction you serve and have told us in advance;
- IPTV or other unlicensed streaming of film, television or sport, torrent trackers, pirated software, cracked licence keys or similar “warez” material;
- online pharmacies, controlled substances, weapons, counterfeit goods or any goods whose sale is restricted by law;
- content that targets a private individual, such as publishing their personal details without consent, intimate images shared without consent, or material intended to stalk or intimidate;
- phishing pages, fake login screens, fraudulent schemes, malware or anything designed to deceive or harm visitors.
7.2 Prohibited activities
You may not use our services, or allow anyone else to use them, to:
- send unsolicited bulk email or messages, run mailing lists without verifiable consent, or host content linked from spam, in breach of the Privacy and Electronic Communications Regulations;
- attack, scan, flood or gain unauthorized access to any system or network, or take part in a distributed denial-of-service attack;
- run open proxies, open mail relays, anonymous VPN exit nodes, Tor exit nodes, or other services whose main effect is to hide the origin of traffic;
- mine cryptocurrency or run similar workloads whose only purpose is to consume computing power;
- resell shared hosting, or create accounts for third parties, without a Reseller plan;
- interfere with another customer’s use of the service, or harass, threaten or impersonate anyone.
7.3 Fair use of shared, WordPress and reseller hosting
Shared plans run on servers you share with other customers, so they are for websites and the email that goes with them. On these plans you may not:
- run game servers, IRC bots, chat relays, video transcoding, bulk scraping or other long-running processes; these belong on a VPS or dedicated server;
- use the account as file storage, a backup destination, a download mirror or a CDN origin for sites hosted elsewhere;
- run processes that take an unreasonable share of CPU, memory, disk I/O, connections or mail-sending capacity.
If a site or server threatens the stability or security of our platform, we may limit it temporarily and will contact you to agree a fix, which may include moving to a plan with more resources.
7.4 How we enforce these rules
For most breaches we will warn you first and give you a reasonable time to put things right. For serious or repeated breaches, or where there is a risk to other people, we may suspend or terminate the service immediately without a refund. We remove illegal content when we become aware of it, co-operate with lawful requests from law enforcement and regulators, and may report serious matters to them ourselves. Reseller customers are responsible for making sure their own clients follow these rules.
To report abuse hosted on our network, email support@twerple.com with the address of the content and a short description. We review every report.
Section 08
We register and manage domain names on your behalf through our registrar partner. You are the registrant and owner of each domain registered in your name. By ordering a domain you agree to the registrar’s registration agreement and to the policies of ICANN, Nominet or the relevant registry for that extension, including their dispute resolution procedures.
- Domains are registered on a first-come, first-served basis. A registration is complete only when the registry confirms it. If a registration cannot be completed, we refund the fee.
- You must keep the registrant contact details accurate and respond to verification emails. Registry rules allow a domain to be suspended if its details are not verified.
- WHOIS privacy is included at no charge for every extension whose registry allows it.
- Domains are locked against unauthorized transfer. You can unlock a domain and obtain its authorization code from your client area at any time, subject to the 60-day transfer lock that registries apply after a registration, transfer or change of registrant.
- Renewal, expiry and redemption are described in section 5. You are responsible for renewing your domains on time.
Section 09
Web development and custom software projects are governed by the written quote or proposal we agree with you, which sets out the scope, price, payment schedule and timeline. Changes to the scope are agreed in writing before the work is done. Deposits and milestone payments are non-refundable once the work they cover has started, and we may pause work while an invoice is overdue.
9.1 Your Content
You keep ownership of all text, images, data, branding and other material you give us. You confirm that you have the right to use it and to let us use it for the project.
9.2 What We Build for You
When the project has been paid for in full, the intellectual property in the bespoke code, designs and documentation we created specifically for you is assigned to you. We keep the rights to our pre-existing tools, libraries and components, and you receive a perpetual, non-exclusive, royalty-free licence to use them as part of what we delivered. Open-source components remain under their own licences.
9.3 Warranty and Portfolio
For 30 days after launch we fix, at no charge, anything that does not work as described in the agreed specification. Ongoing updates and support after that are provided under a support plan. We may name the project and show it in our portfolio unless you ask us not to.
Website builder templates and our own control panel, software and website content remain our property or that of our licensors. You may use them as part of the services for as long as your account is active. The Twerple name and logo are our trade marks.
Section 10
We aim for 99.99% availability of our hosting platform and network each month. That figure excludes planned maintenance, which we announce in advance wherever possible and schedule outside peak hours, as well as downtime caused by your own content or software, by third parties, or by events outside our reasonable control. If we fall short in a month, contact us within 30 days and we will agree a fair service credit for the affected service.
- Backups: on web, WordPress and reseller hosting we take regular backups for disaster recovery and let you restore from them in your control panel. They are a safety net, not a substitute for your own copies, and you should keep your own backups of anything important. VPS and dedicated servers are not backed up unless you order a backup service.
- Support: our team is available through the client area and live chat. We help with our services, the control panel and the account; we give reasonable guidance on third-party software but cannot develop or debug it for you, except as part of a development or support agreement.
- Security: we keep our platform patched and monitored. You are responsible for keeping your own applications, plugins, themes and passwords up to date and secure.
Section 11
Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited or excluded by law. If you are a consumer, we provide our services with reasonable care and skill as required by the Consumer Rights Act 2015, and these terms do not affect your statutory rights.
Subject to the paragraph above, we are not responsible for loss of profit, revenue, business, goodwill or anticipated savings, for loss or corruption of data beyond restoring it from the backups available to us, or for any indirect or consequential loss. Our total liability to you for all claims arising in any 12-month period is limited to the amount you paid us for the affected service in those 12 months.
We are not responsible for the content you host or publish, for the actions of registries, certificate authorities, payment providers or other third parties, or for events outside our reasonable control such as power or network failures beyond our platform, natural disasters, or actions of governments.
If you are a business customer, you agree to compensate us for any claims, losses and costs we suffer because of content you host, your breach of these terms, or your customers’ use of services you resell.
Section 12
We may suspend a service if an invoice is overdue, if we reasonably believe it is being used in breach of section 7, if it poses a security risk to our platform or other customers, or if we are required to by law or a court. We will tell you why and, except in urgent cases, give you the chance to resolve the problem before we act.
- You may end any service at any time by cancelling it in your client area (section 5).
- We may end a service for convenience by giving you at least 30 days’ notice, in which case we refund any period you have paid for beyond the end date. We may end a service immediately for a serious or repeated breach of these terms, or if an invoice remains unpaid after our reminders.
- When a hosting service ends, we keep its data for a short period, normally 14 days, so that you can retrieve it, and then delete it permanently. Please download anything you need before cancelling. Domain names remain yours until they expire and can be transferred to another provider.
- Ending a service does not cancel any amount you already owe us.
Section 13
We handle personal data in accordance with the UK GDPR and the Data Protection Act 2018, as described in our Privacy Policy. Where your use of our services involves personal data about other people, such as the visitors to your website or your own customers, you are the controller of that data and we process it on your behalf under the terms set out on our GDPR page.
- Changes to these terms: we may update them from time to time. For changes that affect you materially, we will email you at least 30 days before they take effect. If you do not agree with a change, you may cancel the affected service before it takes effect; continuing to use the service after that date means you accept the new terms.
- Notices: we send notices to the email address on your account, so please keep it current. You can send notices to us at support@twerple.com.
- Complaints: if something has gone wrong, tell us and we will do our best to resolve it quickly and fairly.
- Other terms: if any part of these terms is found to be unenforceable, the rest still applies. A delay in enforcing a term is not a waiver of it. You may not assign this agreement without our consent; we may assign it to a successor of our business, with notice to you.
- Governing law: these terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute. If you are a consumer living in Scotland or Northern Ireland, you may also bring proceedings in your local courts, and you keep the protection of any mandatory consumer law of the country where you live.
