Terms and Conditions
AOIT Networks Ltd, trading as AOIT Cloud Hosting. Version 1.0, last updated 26 August 2026.
1. About us and these terms
1.1. This website and the services sold through it are operated by AOIT Networks Ltd (“we”, “us”, “our”), a company registered in England and Wales with company number 10450071. Our registered office is Jarrow Business Centre, Viking Industrial Estate, Jarrow, Tyne and Wear, NE32 3DT, United Kingdom. Our VAT registration number is GB253424912. AOIT Cloud Hosting is a trading name of AOIT Networks Ltd.
1.2. These terms and conditions (“Terms”) apply to every order for hosting, domain names, email, servers and related services (“Services”) placed with us, together with our Acceptable Use Policy, Website Terms of Use, Privacy Policy and, where applicable, our Service Level Agreement and Data Processing Agreement. If there is any conflict between those documents, these Terms prevail, except that the Data Processing Agreement prevails in relation to the processing of personal data.
1.3. These Terms are governed by the laws of England and Wales and the courts of England and Wales have exclusive jurisdiction over any dispute arising from them, except that if you are a consumer resident elsewhere in the United Kingdom you may also bring proceedings in your local courts. The contract is concluded in English.
1.4. “You” and “your” means the person or organisation ordering or using the Services. A “consumer” means an individual acting wholly or mainly outside their trade, business, craft or profession. A “business customer” means anyone who is not a consumer.
2. Your status
2.1. By placing an order you confirm that you are at least 18 years old and legally capable of entering into a binding contract.
2.2. If you order on behalf of a company or other organisation, you confirm that you have authority to bind it, and “you” includes that organisation.
3. Your account and ordering
3.1. To order Services you must register an account with complete and accurate information and keep it up to date. We may suspend access to an account where we reasonably believe the information provided is inaccurate.
3.2. You are responsible for keeping your account credentials confidential and for everything done through your account. Tell us immediately if you believe your account has been compromised.
3.3. Before you submit an order you will be shown an on-screen summary with the opportunity to correct errors. Your order is an offer to buy the Services. A contract is formed when we send you an order confirmation email, and covers only the Services listed in that confirmation. We may decline any order at our reasonable discretion; if we have taken payment for a declined order we will refund it in full.
4. Prices and payment
4.1. Prices are as shown on our website at the time of your order. Unless stated otherwise, prices exclude VAT, which is added at the applicable rate. The total payable is displayed before you submit your order.
4.2. We accept payment by credit or debit card and PayPal. Other methods, such as bank transfer, are accepted only by prior agreement. We do not record or store your full card details; recurring billing is handled by our payment partners.
4.3. Services are billed in advance. Invoices are issued to the email address on your account and payment is due by the date stated on the invoice. It is your responsibility to ensure your payment method can cover amounts due.
4.4. If a payment fails, we will send you up to three overdue notices before suspending the affected Services. Services suspended for non-payment may be terminated. We may recover outstanding amounts through external debt recovery, and you will be liable for our reasonable costs of doing so.
4.5. Any price increase to a recurring Service takes effect from your next renewal date, and we will give you at least 14 days’ notice by email before that renewal. If you do not wish to pay the new price, cancel before the renewal date and you will not be charged it.
4.6. If a price on our website is obviously wrong, we are not obliged to supply the Service at the wrong price, even after sending an order confirmation, provided we tell you promptly and refund anything you have paid.
4.7. Cancelling a Service does not by itself generate a refund: refunds are made where these Terms, your statutory rights or our express agreement provide for one, and you should ask us by support ticket if you believe a refund is due. Refunds are paid as credit to your account, which is applied automatically to your future invoices, except that we refund to your original payment method where: your account is new (the refund relates to your first order, there are no other Services on the account, and you are within 30 days of creating the account); or the refund is due under clause 5 or is otherwise required by your statutory rights, in which case it is always paid to your original payment method.
5. Consumer cancellation rights (cooling-off)
This clause 5 applies to consumers only. It sits alongside, and is separate from, our money-back guarantee in clause 6.
5.1. If you are a consumer, you have the right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel a contract for Services within 14 days of the day the contract is made, without giving a reason.
5.2. Because hosting and similar Services are normally activated immediately, at checkout we ask you to expressly request that we begin supplying the Services within the 14-day cancellation period, and to acknowledge that you will lose the right to cancel once the Service has been fully performed. If you make that request and then cancel within the 14 days, you must pay for the Services supplied up to the point you told us you were cancelling, in proportion to the full price, and we will refund the balance. If a Service has been fully performed before you cancel, you lose the right to cancel that Service.
5.3. Domain name registrations, renewals and transfers are actioned with the registry immediately at your express request and are normally fully performed as soon as the registration, renewal or transfer completes at the registry. At checkout we ask you to expressly request immediate performance and to acknowledge that the right to cancel is lost once the domain transaction has completed.
5.4. To cancel under this clause, tell us clearly within the cancellation period. You can use the model cancellation form set out at the end of these Terms, raise a support ticket, or email support@aoitcloud.com; any other clear statement of your decision to cancel is also effective. We will refund using the payment method you used, within 14 days of the day you told us you were cancelling.
5.5. Nothing in these Terms affects your statutory rights.
6. 30-day money-back guarantee
6.1. In addition to any statutory rights, we offer a voluntary 30-day money-back guarantee on hosting Services, including shared hosting, WordPress hosting, VPS, managed cloud and managed AWS servers. If you are not satisfied, cancel within 30 days of the day after your order confirmation and we will refund the price you paid for that hosting Service in full, to the original payment method.
6.2. The guarantee applies once per customer, to the first eligible purchase on a new account. Later purchases on the same account are not covered by this guarantee (although clause 5 continues to apply to consumers, and you can of course still cancel under clause 12).
6.3. The guarantee does not cover: domain name registrations, renewals or transfers; SSL certificates purchased as paid add-ons; Premium Email, Website Turbo and other add-on products; or any fees we have incurred registering a domain provided as part of an offer, which we may deduct at no more than our registration cost.
6.4. To claim, cancel the Service (from your account or by support ticket; clause 12.3 explains how a cancellation is confirmed) and raise a support ticket asking for your refund, both within the 30-day window. Cancellation permanently deletes the data hosted on the Service, so copy anything you need first. We will process the refund within 14 days of your refund request or, if later, of your confirmed cancellation. Your claim is not lost because a ticket or confirmation takes time to be dealt with, provided both steps were taken within the 30-day window; if your refund request is waiting on a cancellation you have not confirmed, we will remind you before closing the request.
7. Providing the Services
7.1. We will provide the Services with reasonable care and skill.
7.2. Some elements of the Services are provided using infrastructure, software and systems operated by third-party suppliers, including data centres, platform software, control panel software, billing software and domain registrars. We choose our suppliers carefully, but where a fault lies in a third-party product we may depend on that supplier to resolve it.
7.3. We will not be liable for a failure of the Services to the extent it arises from: your failure to follow our reasonable instructions; changes you make to the Services without our written agreement; or your misuse of the Services. If the Services do not conform with these Terms, tell us in writing and give us a reasonable opportunity to investigate; we will use reasonable commercial efforts to remedy the problem promptly or refund a fair proportion of the price.
8. Service levels and maintenance
8.1. We do not warrant that access to our servers will be uninterrupted or error-free, but we use reasonable endeavours to keep downtime to a minimum.
8.2. VPS, Managed Cloud Hosting and Managed AWS Hosting Services carry a 99.99% uptime guarantee, with service credits, under our separate Service Level Agreement, which forms part of the contract for those Services.
8.3. From time to time we must perform maintenance or upgrades. For planned maintenance we will give advance notice, and where possible carry out the work overnight (UK time) to minimise impact. Downtime during planned, notified maintenance, or during upgrades or emergency maintenance carried out to protect the security or stability of the platform, does not count towards downtime statistics or Service Level Agreement calculations.
9. Fair use, resources and platform stability
9.1. Where a Service is described as “unlimited”, we do not actively limit disk space or bandwidth for genuine web hosting use. This is subject to fair use: if your usage is excessive compared to the typical usage of customers on the same platform, or is not genuine web hosting use as described in our Acceptable Use Policy, we may ask you to reduce usage or move to a more suitable product.
9.2. No physical or virtual server can offer genuinely infinite capacity. If your account grows large, we may need to move it to a different server, or split it across servers, to protect other customers. We will not charge for this and will give you what you need to keep operating. Refusal to cooperate with a reasonable account move may result in suspension or termination, because we must protect platform stability for everyone.
9.3. Shared hosting accounts share platform resources and are subject to the resource rules in our Acceptable Use Policy, including limits on processing capacity and database sizes. Mailboxes that have not been accessed for 100 days may be deleted by the platform; keep at least occasional access to mailboxes you want to retain.
9.4. Automated bots, unattended background processes and daemons are not permitted on shared hosting, as set out in the Acceptable Use Policy.
10. Domain names
10.1. We register domains through third-party registrars: .uk domains through Nominet-accredited channels, and other domains through our registrar partners, Netistrar and OpenSRS (Tucows). By registering a domain you also agree to the applicable registry and registrar agreements, including Nominet’s terms and conditions for .uk domains and the OpenSRS/Tucows registration agreement where applicable. Links to these agreements are published on our legal page.
10.2. We cannot guarantee that any particular domain is available. If you are charged for a domain that turns out to be unavailable, we will refund that charge in full. Registries may reject a registration where the information supplied is invalid; validation requirements differ by TLD and can change. A domain is successfully registered only when you appear as registrant in the registry’s WHOIS/RDAP records, and you should check you have received a registration confirmation email. If you do not receive one, contact us so we can investigate with the registrar.
10.3. You warrant that you own, or are authorised to use, any trade mark or name contained in a domain you register, and that domains you point at the Services are yours to use. We may require you to choose a replacement domain, and may suspend the Service, where we reasonably believe a domain is registered in bad faith or breaches legal or regulatory requirements.
10.4. Domains renew annually. We will send renewal reminders to the email address on your account before expiry; keeping your contact details current is your responsibility, and we are not responsible if a renewal fails because your details are out of date. If you do not want to renew a domain, tell us at least 14 days before expiry by support ticket or email to support@aoitcloud.com, or disable auto-renewal in your account. Domains are invoiced ahead of expiry and renewed on payment.
10.5. If a domain is not renewed by its expiry date, services on it will stop working. What happens next depends on the domain ending: most domains enter a protected period (typically 30 days) during which you can renew at the normal renewal fee, followed, for many endings, by a registry redemption period during which renewal is only possible on payment of a redemption fee in addition to the renewal fee. Redemption fees are set by the registry and registrar and vary by domain ending; where one applies, we will confirm the exact fee and deadline with our registrar partners and agree it with you before you commit to anything. .uk domains follow Nominet’s process, under which no redemption fee applies during the suspension period. Ask us by support ticket as early as possible; late in the process recovery may be impossible, and once the registry deletes a domain anyone may register it. We cannot guarantee recovery of any expired domain.
10.6. Once a domain purchase, renewal or transfer has been submitted to the registry it cannot be refunded, except as set out in clause 10.2.
11. Backups and your data
11.1. We operate automated platform backups for our hosting Services as described on our website. However, backups are a safety net, not a substitute for your own: it is your responsibility to keep your own regular, up-to-date backup copies of your data, off our platform. Free backup and restore tools are provided in your control panel.
11.2. We are not liable for data that cannot be recovered following deletion, failed software installations, account termination, hardware failure, or your own or a third party’s actions, except where the loss was caused by our failure to exercise reasonable care and skill.
11.3. When a Service is cancelled or terminated, the data hosted on it (including websites, databases and mailboxes) is permanently deleted. Make copies of anything you need before cancelling. Where a backup copy still exists within the backup retention cycle for the service (typically 7 days after deletion), we may, at our discretion, offer to restore data from it for a reasonable fee; after backups expire, recovery is impossible.
11.4. Data processing. Where you store personal data on the Services and we process it on your behalf, our Data Processing Agreement, available on our legal page, applies and forms part of the contract.
12. Duration, cancellation and termination
12.1. Services begin on the date of the order confirmation and run for the billing period you chose (monthly or annual, as applicable), renewing automatically at the end of each period until cancelled. There is no minimum term beyond the current billing period.
12.2. You can cancel any Service at any time from your account or by support ticket. To avoid being billed for the next period, cancel at least 2 working days before the renewal date. Cancellation takes effect at the end of the current billing period unless you ask for it to take effect sooner; we do not refund the unused part of a billing period except as set out in clauses 5, 6 and 12.5 or where required by law.
12.3. Because cancellation permanently deletes data, every cancellation must be confirmed before it is actioned. Cancelling from your account includes the confirmation step, so nothing more is needed. If you cancel by support ticket or email instead, we will ask you to confirm before we action the request; if you do not confirm within 14 days we will treat the request as withdrawn and tell you so. Once you confirm, your cancellation counts from the day you first told us, including for the notice period in clause 12.2. Confirmation controls when your data is deleted; if you are exercising a statutory cancellation right under clause 5, your cancellation takes effect when you first tell us and any refund due under clause 5 runs from that day, whether or not the deletion confirmation is still pending.
12.4. Your account is treated as closed only once all outstanding balances are paid. We will not obstruct the transfer of your domains away from us, and do not charge for outbound .uk retagging or standard transfer-out, but domains will only be released for transfer once your balance is settled.
12.5. We may terminate any Service at any time without cause by giving you at least 30 days’ notice by email, in which case we will refund the unused part of any period you have paid for, pro rata. We may suspend or terminate immediately, without refund, where you materially breach these Terms or the Acceptable Use Policy and, where the breach is capable of remedy, fail to remedy it within 7 days of our notice. For serious breaches involving unlawful content or activity, we may suspend immediately and without prior notice.
12.6. Termination does not affect rights and liabilities accrued before termination.
13. Suspension and refusal of service
13.1. We may suspend a Service where these Terms or the Acceptable Use Policy allow it, where we are required to by law or a competent authority, or where suspension is reasonably necessary to protect the platform, other customers or third parties. Where practical we will warn you first and give you the opportunity to fix the problem.
13.2. We reserve the right to refuse service at our reasonable discretion.
14. Migration assistance
14.1. We offer free, assisted migration for hosting customers moving to us from another provider, as described on our website: our team will transfer your websites, databases and mailboxes and check they are working. You must provide the access or backup files we reasonably request; we will tell you what we need when you raise the migration request.
14.2. By submitting a migration request you agree that we may scan and inspect the content submitted, without further notice, to check it complies with these Terms and our Acceptable Use Policy and will not harm our platform. Any inspection is limited to what is needed for those checks and is carried out in accordance with our Privacy Policy.
14.3. We migrate content as supplied. We cannot guarantee that software which worked on another provider’s platform will work identically on ours, though we will use reasonable endeavours to resolve migration issues.
15. Support
15.1. Support is available 24 hours a day, 7 days a week, every day of the year, by support ticket and telephone. Our telephone number and other contact details are published on our contact page; calls are charged at your provider’s standard rate for a UK geographic number. Outside standard UK business hours we operate with a smaller team, so responses may take longer. For technical support, please raise a ticket in the first instance so there is a clear record; we may also assist by telephone and email.
15.2. We provide support to our direct customers only. If you resell or provide services built on your account to your own customers, you are responsible for supporting them; we will not support your customers directly. If you cannot resolve a hosting issue affecting your customer, raise it with us and we will investigate with you.
15.3. Support for third-party software or services we did not supply may be chargeable, depending on the time and resources involved. We will always tell you before any chargeable work begins.
16. Web design and development services
16.1. Alongside our hosting Services, we offer bespoke web design and development, from new websites and online stores to changes and improvements to sites we already host. Every project starts with a conversation about what you need, in person, by telephone or by email, after which we will provide a written quote setting out the scope of the work and the price.
16.2. Each quote states the rates and payment terms for that project, including any deposit required. We will always agree pricing with you transparently, in writing, before any work begins, and before any change to the agreed scope is carried out. Changes you request after a quote is accepted may affect the price and timescale; we will tell you how before going ahead.
16.3. Invoices for development work are payable by the date stated on them. A new website will not go live on your domain until the corresponding invoices are paid in full. If work has been carried out on a live site and the corresponding invoice becomes significantly overdue, we may, after warning you, disable access to that work until payment is made.
16.4. Intellectual property rights in code and designs we create for you remain with AOIT Networks Ltd until you have paid all corresponding invoices in full. On full payment, you receive ownership of the bespoke code and designs we created for your project (or, for elements we license from third parties or reuse across projects, a perpetual, royalty-free licence), including the right to move the work to another provider. We will provide a copy of the delivered files on request at no charge.
16.5. Quotes are based on the information you give us. Variations before work starts result in a revised quote; variations after work starts will be priced and agreed before being added to the final invoice. Quotes are valid for one calendar month, and work must start within two calendar months of the quote date, after which a new quote is required.
17. Intellectual property and your content
17.1. You retain all intellectual property rights in the material you upload. You grant us a worldwide, non-exclusive, royalty-free licence to store, copy (including for backups) and transmit that material solely as needed to provide the Services.
17.2. You warrant that your material does not infringe anyone else’s rights and does not breach our Acceptable Use Policy. If you are a business customer, you will indemnify us against claims, losses and reasonable costs (including reasonable legal fees) arising from your material or your use of the Services in breach of these Terms. If you are a consumer, this indemnity does not apply; instead you are responsible under the general law for losses you cause us by breaking these Terms, to the extent they were a reasonably foreseeable result of the breach.
17.3. All intellectual property rights in our website, software, systems and branding remain ours or our licensors’.
18. Our liability
18.1. Nothing in these Terms excludes or limits our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any other liability that cannot lawfully be excluded or limited. If you are a consumer, nothing in these Terms affects your statutory rights, including your rights under the Consumer Rights Act 2015 for services to be performed with reasonable care and skill.
18.2. If you are a business customer: we are not liable for loss of income or revenue, loss of business, loss of profits or contracts, loss of anticipated savings, loss of goodwill, loss or corruption of data (subject to clause 11), wasted expenditure, or wasted management time, in each case whether direct or indirect; and our total aggregate liability arising out of or in connection with the contract, whether in contract, tort (including negligence) or otherwise, is limited to 100% of the amounts you paid us for the affected Services in the 12 months before the event giving rise to the claim.
18.3. If you are a consumer: we are responsible for foreseeable loss and damage caused by our breach of these Terms or our failure to use reasonable care and skill, but we are not responsible for unforeseeable loss, or for business losses if you use the Services for business purposes.
18.4. The Services are supplied for use in the United Kingdom. We host customer content addressed to a worldwide audience, but we make no promise that the Services are appropriate or lawful for use in any particular jurisdiction outside the UK.
18.5. If your business depends on the Services, we recommend appropriate business interruption insurance. Hosting fees are not priced to act as insurance against your business losses.
19. Events outside our control
19.1. Neither party is liable for failure or delay caused by events outside its reasonable control, including third-party attacks on our platform (such as denial of service attacks), failures of public telecommunications networks, industrial action, war, terrorism, civil unrest, fire, flood, epidemic, or acts of government. The affected party must tell the other promptly, and performance is suspended for as long as the event continues. We will use reasonable endeavours to end or work around the event.
20. Notices and communications
20.1. We will send notices to the email address on your account; keep it current. Formal notices to us should be sent by support ticket from your account, or by post to our registered office.
20.2. You accept that we communicate with you electronically, and that electronic communications satisfy any legal requirement for writing. Transactional and service emails (invoices, renewal reminders, maintenance notices, security alerts) are part of the Services and are sent to all customers. Marketing email is sent only in accordance with our Privacy Policy and applicable law, and you can opt out at any time.
21. General
21.1. We may transfer our rights and obligations under the contract to another organisation; your rights under these Terms will not be reduced as a result. You may not transfer your rights or obligations without our prior written consent, which will not be unreasonably withheld.
21.2. The contract is between you and us; no third party has rights under the Contracts (Rights of Third Parties) Act 1999 to enforce it.
21.3. If any provision of these Terms is found invalid or unenforceable, it is severed and the rest continues in force.
21.4. A failure or delay by either party to enforce any right is not a waiver of that right. A waiver is effective only if express and in writing.
21.5. These Terms, the documents referred to in them, and your order confirmation are the entire agreement between us relating to the Services. Each party agrees it has not relied on any statement not set out in them, save that nothing limits liability for fraudulent misrepresentation. If you are a consumer, this clause does not exclude anything we said or wrote to you about us or the Services which, under the Consumer Rights Act 2015, is treated as a term of the contract, and does not limit your statutory rights.
22. Changes to these Terms
22.1. We may update these Terms from time to time. For existing customers, changes take effect 30 days after we notify you by email or via your account, except where a change is required sooner by law. If a change materially disadvantages you, you may cancel the affected Service before the change takes effect and we will refund any unused part of a period you have paid for, pro rata. The version of these Terms in force when you placed your order applies until a change we have notified takes effect under this clause.
23. Complaints
23.1. If something has gone wrong, please contact us first at support@aoitcloud.com or by support ticket; most issues are resolved quickly. If you remain unhappy, ask for your complaint to be escalated and a senior member of the team will review it and respond in writing. We aim to acknowledge complaints within 2 working days and to give a full written response within 14 days. We are not a member of a general alternative dispute resolution scheme. Disputes about domain name entitlement may also be dealt with under the applicable registry’s dispute resolution policy, such as Nominet’s Dispute Resolution Service for .uk domains.
Schedule: Model cancellation form
(Complete and return this form only if you are a consumer and wish to cancel the contract under clause 5.)
To: AOIT Networks Ltd, Jarrow Business Centre, Viking Industrial Estate, Jarrow, Tyne and Wear, NE32 3DT, United Kingdom. Email: support@aoitcloud.com
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the supply of the following service: [service name]
Ordered on: [date]
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
[*] Delete as appropriate.