1. General Terms
1.1 These are the overarching Terms and Conditions (T&C’s) for Plexacet, hereafter referred to as “us”, “we” or “our”. By subscribing to any of our Services, we and you (“the Client”) agree to be bound by these T&Cs. They set out the basis on which your contracted Services will operate and be managed. They should be read carefully and in full.
1.2 We will treat your personal details in accordance with our Privacy Policy and with the Data Protection Act 2018 (“DPA”) and the General Data Protection Regulation 2016 (“GDPR”).
1.3 You acknowledge that we do not guarantee the Services will be uninterrupted, error-free, or completely secure. You understand that there are inherent risks associated with the use of the internet, including but not limited to, hacking, malware, phishing and distributed denial of service (DDOS) attacks, which may result in the loss of data and or compromise of privacy.
1.4 Occasionally, we or our subcontractors may need to carry out maintenance on your Services, this may involve temporarily suspending Services while works take place. We will give as much notice as possible and shall try to keep this work to the minimum required time. We accept no liability whatsoever arising from such a suspension of any Service.
1.5 Neither party shall be liable for any failure or delay in performing its obligations under these Terms & Conditions if such failure or delay is caused by force majeure events beyond that party’s reasonable control. These events may include but are not limited to, acts of God, natural disasters, pandemics, war, terrorism, civil unrest, power outages, failures of third-party network or infrastructure, or any other event that could not reasonably have been anticipated or prevented. Service interruptions or delays resulting from such events shall not constitute a breach of these Terms & Conditions.
1.6 You will not reassign or transfer any part of the Service without our prior consent.

2. Pricing, Billing and Payments
2.1 Service pricing will be outlined within the issued Service Quote.
2.2 We reserve the right to pass on any additional charges or price increases as a result in price changes from partners or third-party software and license vendors irrespective of your minimum term period.
2.3 Our Website Hosting and Business Email Services operate on a subscription model basis.
2.4 There are no upfront website design costs when you subscribe to one of our Website Hosting Service Plans, however a minimum payment term will apply.
2.5 Monthly payments will continue beyond any minimum term period until you decide to cancel your Services with us.
2.6 You will pay all monthly Service Plan invoicing by direct debit or standing order.
2.7 Any additional one-off Service items will be paid by bank transfer.
2.8 You must include your Client ID as a reference on all bank transfers. Failure to do so may prevent us from being able to locate the associated account.
2.9 Payments from within the UK may take up to 3 working days to be applied. A working day is classified as Monday – Friday excluding UK bank holidays.
2.10 For monthly Service Plans, all invoicing will be in arrears for the coming month.
2.11 Service Plan invoices will be generated 10 working days before the first day of each calendar month and added to your account.
2.12 One-off invoices will also be added to your account.
2.13 The billing period for monthly Service Plans is from 1st of each calendar month, for that month.
2.14 All invoices must be paid by you within 30 calendar days from the date of the invoice. This will avoid the suspension of your account and subscribed Services.
2.15 If no payment is received within 30 calendar days, we reserve the right to suspend your account and Services 10 calendar days after the original invoice due date (30 + 10 days).
2.16 If no attempt is made within the subsequent 5 calendar days to pay due invoice(s), we reserve the right to permanently terminate your account and delete all data held (30+10+5).
2.17 After your account has been terminated, we can no longer guarantee the recovery of your Service data. Although all best efforts will be made to recover data past this point if invoices are paid, there is no guarantee that data can be successfully restored.
2.18 While we make every effort to ensure pricing on our website is accurate there may be instances where mistakes are made, in these instances we will inform you and;
2.18.1 Where you have been charged higher than the correct amount we will provide you with a refund for the difference.
2.18.2 Where you have been charged less than the correct amount, we will provide you with the opportunity to either cancel your order or to pay the difference.
2.19 Payments must be made in GBP (Great British Pound).

3. Cancellations and Refunds
3.1 All Service Plan cancellation requests should be made by email from the nominated Client Account Person.
3.2 Cancellation requests will not be accepted by phone, text or via our website contact form.
3.3 A 30-calendar day notice period is required for all cancellation requests.
3.4 Pro-rata refunds are not available. This means that if you cancel any of your Service Plans before the end of the billing period (the month), you will not receive a refund for the unused portion.
3.5 Cancellation requests will be processed Monday to Friday between the hours of 08:00 to 18:00, excluding UK public holidays.
3.6 SSL certificates and domain names are not eligible for refunds as they are billed monthly from us to you, but billed annually between us and our partner. Any outstanding amounts will be invoiced and payment expected within 30 calendar days.
3.7 Any Website Hosting Service Plan cancellations prior to completion of the minimum term will require payment in full of the remaining amounts.

4. Service Specific Detail
4.1 Logo Design
4.1.1 The Logo Design Service is not included within the Website Design Service. It is an additional chargeable Service that we provide.

4.2 Website Design
4.2.1 We design and build your website ensuring it is relevant to your business or brand.
4.2.2 Your website will be built using the WordPress content management platform.
4.2.3 Software in addition to the core WordPress installation files will be applied to your website to provide the required website functionality.
4.2.4 Our Website Design Service does not include building custom software or applications beyond the WordPress core software and plugin functionality.
4.2.5 We apply security best practices and hardening principles when building your website.
4.2.6 Basic search engine optimisation practices are applied to your website, such as page titles and meta descriptions.
4.2.7 We do not write website page content, blog post content or provide website imagery, however as part of the website build, we will populate the agreed site pages with the content you provide.
4.2.8 Your website will be updated and managed in alignment with your contracted Website Hosting Service Plan.
4.2.9 There are no upfront website design costs when you subscribe to one of our Website Hosting Service Plans, however a minimum term will apply.

4.3 Website Hosting
4.3.1 The Website Hosting Service operates on a monthly subscription Service Plan basis.
4.3.2 The Website Hosting page on our website details the individual Service items associated with each Service Plan tier.

4.4 Domains
4.4.1 Included within your monthly Service Plan charge (across all service tiers) is one non-premium domain name such as; co.uk, uk, com, net, org, info or biz. Other (premium) domain prefixes are available at an additional monthly cost.
4.4.2 Your domain will automatically renew annually unless stated otherwise by you. Domains are billed monthly from us to you, but billed annually between us and our partner.
4.4.3 You will be responsible for paying any outstanding costs against your domain name if you cancel your services before the domain renewal date. These costs will be paid in full by you within 30 calendar days of service cancellation.
4.4.4 You acknowledge that you are obligated to provide accurate domain registration details and that those details will be published to the WHOIS directory with respect to the chosen domain name.
4.4.5 You acknowledge that domain registrations and renewals where successful are non-refundable.
4.4.6 You acknowledge that we are unable to correct spelling mistake(s) in a domain once a domain has been successfully registered. Please ensure you check all spelling and grammar before submitting the domain for registration.
4.4.7 You may not transfer away the domain from us to another provider during the first 60 days following the registration or transfer of a domain.
4.4.8 We will not accept any transfer request for a domain that is due to expire within 7 days.

4.5 SSL Certificates
4.5.1 Your monthly Website Hosting Service Plan includes an Organisation Validated (OV) SSL Certificate. Organisation Validation is one of the preferred SSL encryption methods to secure a company website, or any other website with a login page that does not transfer payment data. Customers’ usernames and passwords will be transferred with end-to-end encryption.
4.5.2 An Extended Validation (EV) SSL Certificate is available (at additional cost) which conveys the highest level of security and trustworthiness. EV SSL Certificates are typically applied to banks, eCommerce organisation and government agencies.
4.5.3 SSL Certificates are billed monthly from us to you, but billed annually between us and our partner.
4.5.4 You will be responsible for paying any outstanding costs against your SSL Certificate if you cancel your services before the SSL Certificate renewal date. These costs will be paid in full by you within 30 calendar days of service cancellation.

4.6 Storage
4.6.1 Your website storage capacity is 25GB per website as standard. This will include but is not limited to, all files, pages, articles, posts, images and databases that deliver your website. Storage capacity can be extended at an additional monthly cost. Most standard non-ecommerce business websites will typically be within the standard storage capacity limit of 25GB.
4.6.2 We will monitor your storage capacity and advise you prior to storage capacity being breached.
4.6.3 Solid state drive (SSD) disks are deployed within the hosting infrastructure to manage your storage. SSD disks allow faster, durable and more energy efficient performance, compared to traditional spinning disks and mechanical parts of hard disk drives (HDD’s).

4.7 Hosting Platform
4.7.1 Your website will be hosted on shared Linux hosting. Linux is a Unix like operating system known for its stability, security and flexibility. While the hosting environment is shared, your website instance is isolated. Share hosting balances cost-efficiency with performance by optimising the allocation of resources on the server.
4.7.2 Your website data will be mirrored across data centres (georedundancy).
4.7.3 The hosting platform is optimised for speed, making use of certain protocols to ensure your website remains responsive.

4.8 WordPress Core Software Updates
4.8.1 Updates to your WordPress website core software will be applied automatically as standard. In some instances due to additional website plugin functionality, updates instead may be delivered manually.
4.8.2 The core software update delivers security updates and enhancements to the core WordPress software only. Similar to a Windows Server operating system, the core WordPress software provides the base operating platform for any further website applications, features or additional functionality.

4.9 WordPress Monthly Updates
4.9.1 Monthly updates (where such updates are available) deliver security updates and enhancements to your WordPress theme(s), plugins and any additional functionality.

4.10 Backup and Restore
4.10.1 The Backup and Restore Service is an automated solution allowing flexible scheduling of website backups at specific times and dates.
4.10.2 Agreed backup retention policy rules will be agreed with you and applied to the Service. The rules will define how long your backups are kept and when they should be deleted.
4.10.3 The data transfer of backups is encrypted from your website server to your chosen cloud provider storage location.

4.11 Social Media Integration
4.11.1 The Service enables automated and scheduled posting of your WordPress blog articles to social media.
4.11.2 As standard, articles can be published to Facebook, Instagram Business and LinkedIn.

4.12 Service Support
4.12.1 Service Support is a distinct Service within the Assurance Service Plan and is available Monday to Friday from 08:00 to 18:00 (excluding UK public holidays). Extended Service Support hours are available at an additional cost.
4.12.2 Service Support includes the following:
4.12.2.1 Incident Management – support for your business when issues occur.
4.12.2.2 Request management – when additional items are needed to support your business needs.
4.12.3 Our standard Service Support ‘Incident Resolution Times’ and ‘Request Fulfilment Times’ are detailed within the Service Support page of our website.

5. Business Email
5.1 The Business Email Service comprises of Basic and Premium Service options. In both instances billing is per address or per bundle per month. A minimum 30 day term applies.

5.2 Basic
5.2.1 The Basic Business Email Service has 2GB account storage per email address.
5.2.2 Storage capacity is auto expanded beyond 2GB. 1GB storage increments will be automatically applied and charged as applicable. This will be in addition to the base 2GB Basic Business Email service cost.
5.2.3 The Basic Service has automatic scanning on incoming emails and protection against viruses, worms and trojans.
5.2.4 Automatic email archiving of your email account is available as an optional extra, at an additional cost. Archiving is on both incoming and outgoing emails. Any mailbox with this option selected will typically utilise more email account storage and therefore be subject to storage auto expansion charges as noted above.

5.3 Premium
5.3.1 The Premium Business Email Service has 50GB account storage per email address.
5.3.2 The Premium Service has automatic scanning on incoming emails and protection against viruses, worms and trojans, along with tools for collaboration (calendar, contacts, tasks).
5.3.3 Automatic email archiving of your email account is available as an optional extra, at an additional cost. Archiving is on both incoming and outgoing emails. Any mailbox with this option selected will typically utilise more email account storage and therefore be subject to storage auto expansion charges as noted above.
5.3.4 Premium Business Email Service licensing is available in single and bundled options. Multiple single licenses can be purchased, or in more cost effective 5 or 10 user bundles.

6. Account Security
6.1 Depending upon your Service Plan, you may have access to your website as well as a Cient Portal.
6.2 You are responsible for any misuse of your account and website, and you must take steps to ensure that others do not gain unauthorised access to your account or website.
6.3 You must adopt adequate security measures to prevent or minimise unauthorised use of your account and website.
6.4 You may not use your account to breach the security of another account or attempt to gain unauthorised access to another website.
6.5 Your password provides access to your account and website, and it is your responsibility to keep your password secure.
6.6 You must change your account and website and password after Service handover and at regular monthly intervals thereafter.
6.7 Sharing your password with unauthorised users is strictly prohibited. You must take care and prevent others from using your account credentials since you will be responsible for the consequences.
6.8 Attempting to obtain another user’s account password is strictly prohibited and will result in termination of Service.
6.9 You may not attempt to circumvent user authentication or security of any account. This includes, but is not limited to, accessing data not intended for you, logging into or making use of a website or account you are not expressly authorised to access, or probing the security of other accounts or websites. Use or distribution of tools designed for compromising security is prohibited. Examples of these tools include, but are not limited to, password guessing programs, cracking tools or network probing tools.
6.10 You agree and understand that individuals who violate systems or network security may incur criminal or civil liability. We will cooperate fully with investigations of any such violations.
6.11 We will maintain a website admin password for each Client website. This will allow us to conduct maintenance or service support activities.

7. Termination
7.1 We may suspend your account and Service immediately upon breach by you of any of the terms and conditions herein, including, without limitation, late or non-payment of monies due.
7.2 On termination for whatever reason, you shall pay immediately to us all sums outstanding on your account within 30 calendar days.

8. Modification of Terms and Conditions
8.1 We or our hosting partner reserve the right to modify or change these (or their) Terms and Conditions (or Terms of Service) at any time. All Clients are bound by the latest Terms and Conditions of Service (including the Hosting Partner – Data Processing Agreement) as detailed below.
8.2 Please contact us via our website if you would like to get in touch with us about these Terms and Conditions.

9. Hosting Partner – Data Processing Agreement
9.1 Partner ‘Data Processing Agreement ‘is available at https://www.ionos.co.uk/terms-gtc/data-processing-agreement.