Terms of Service
Clear terms for using PIVIHOST's hosting, VPS and domain services — written to match how the service actually works, not copied from anyone else's.
- Effective
- 2026-09-17
- Last updated
- 2026-09-17
About these Terms
These Terms of Service (the "Terms") are the contract between you and Pivi Website Ltd, trading as PIVIHOST ("we", "us", "our"), for our hosting, VPS and domain services (the "Services"). By ordering or using a Service, you agree to these Terms. If you're ordering on behalf of a business, "you" means that business, and you confirm you have authority to bind it.
These Terms work together with our Acceptable Use Policy, Domain Terms (for domain services), and Privacy Notice — all part of the same agreement.
Who we are
Pivi Website Ltd is a private limited company registered in England and Wales under company number 13138238, with registered office at Office 7 Blackburn Road, Houghton Regis, Dunstable, England, LU5 5BQ. Full details are on our Company Details page. We are not currently VAT registered.
Definitions
- Customer
- Anyone who orders or uses a Service, whether a Consumer or a Business Customer.
- Consumer
- An individual acting wholly or mainly outside their trade, business, craft or profession.
- Business Customer
- A Customer that is not a Consumer.
- Services
- Hosting, VPS, domain registration/renewal/transfer, and any other service we publish for order on pivihost.com.
- Account
- Your customer account in our client area at panel.pivihost.com.
- Billing Cycle
- The period (for example monthly or annually) you're billed for a Service, shown before you order.
- Content
- Any data, files, code, or material you store, transmit, or make available using a Service.
Who can use the Services
You must be at least 18 years old, or otherwise have the legal capacity to enter into a binding contract in your jurisdiction, to order a Service. By ordering, you confirm this is true.
Services we provide
We currently publish shared hosting (billed monthly), Unlimited Domains hosting (billed annually), a VPS product, and domain registration, renewal and transfer — see Hosting, VPS, and Domains for current plans, specifications, and prices. What's included in each plan (RAM, CPU, storage, domains, email accounts, databases, and similar) is set out on that plan's own page, which is part of these Terms by reference — we don't restate it here, so it can't drift out of date against what's actually published.
Ordering and contract formation
Placing an order through our client area is an offer by you to purchase the selected Service, at the price and Billing Cycle shown before you complete the order. A contract for that Service is formed when we accept your order — normally shown by an order confirmation and/or by the Service being provisioned. We may decline or cancel an order before acceptance, for example where we reasonably suspect fraud, where a domain can't actually be registered, or where a Service is genuinely unavailable — if we do, we won't take payment, or will refund it in full if already taken.
Before you order, the client area shows you: what you're buying, the full price for your selected Billing Cycle, the renewal price, and a link to these Terms — see Hosting, VPS and Domains for exactly what's shown for each Service.
Prices
Every price we publish is the real price for the Billing Cycle shown — never an introductory rate hiding a different renewal price. Where a Service is available on more than one Billing Cycle, each cycle's own price is shown; we don't convert a longer cycle's price into an invented "per month" figure that isn't what you'd actually pay if billed monthly. Prices are in GBP. We are not currently VAT registered, so no VAT is added to any price.
Setup fees
Currently published hosting and VPS plans have no setup fee. If we ever agree to separately-priced work for you — for example, custom configuration or administration outside a standard plan — that would be agreed and priced with you separately before we carry it out, and isn't covered by the automated pricing shown on our plan pages.
Billing and payment
You pay in advance for each Billing Cycle. We currently accept payment by card, processed by Stripe — see our Privacy Notice for what payment data we do and don't see. You're responsible for keeping your payment details up to date in the client area.
Automatic renewal
We don't increase a renewal price without notice — see §Price changes below for how price changes work. Domain renewals may additionally follow the relevant registry's own timing and rules — see Domain Terms.
Failed payments
If a renewal payment fails, we'll normally attempt to collect it again and/or notify you, so you can update your payment details. If payment continues to fail, we may suspend the affected Service (see §Suspension) and, if it remains unpaid for a further reasonable period, terminate it. Suspension or termination for non-payment doesn't cancel any fees already due.
Service provisioning
Hosting and VPS Services are typically provisioned automatically, shortly after your order is accepted and paid for. By placing an order for immediate provisioning, you're expressly asking us to start the Service straight away rather than waiting until any statutory cancellation period (see §Cancellation) has ended — see that section for what this means if you then cancel.
VPS
Our VPS product gives you root/administrator access to your own virtual server — see VPS for its real specification. You're responsible for the operating system, software, configuration, and security of anything you install, and for keeping it patched and secure. A compromised VPS being used to attack other systems will be treated the same as deliberate abuse for suspension purposes (see Acceptable Use Policy §VPS-specific responsibilities), even where the compromise wasn't your fault.
Domains
Registering, renewing, and transferring domains involves rules set
by the relevant registry (such as Nominet for .uk domains)
and, for many gTLDs, ICANN — not just us. Our
Domain Terms, which form part of this
agreement whenever you order a domain, set out how registration,
renewal, transfer, and expiry actually work, and where our role differs
from the registry's.
SSL certificates
A free SSL certificate is included on our hosting plans, as stated on each plan's own page. Keeping it correctly installed and renewed is handled as part of the hosting service for as long as your DNS points to us in the way our control panel expects.
Security
We take reasonable steps to keep our infrastructure and your Service secure, including the measures described on our Hosting page. We don't promise that any service is unbreakable or immune from attack — no one honestly can. You're responsible for keeping your own account credentials, and anything you install yourself (particularly on a VPS), secure.
Backups
If backup functionality is available through your control panel, it's provided as a convenience, not a guarantee — we don't promise any specific retention period, restore point, or successful restoration.
Your responsibility for your Content
You own your Content. We don't claim any rights over it beyond what's needed to provide the Service — storing it, transmitting it, and backing it up where that's part of your plan. You're responsible for having the right to store and transmit your Content, and for complying with our Acceptable Use Policy.
Maintenance and service interruptions
We may need to carry out planned or emergency maintenance that temporarily interrupts a Service. We'll use reasonable efforts to keep planned maintenance brief and, where practical, to let you know in advance. We don't currently offer a specific uptime guarantee or service-level agreement — if that ever changes for a particular plan, it'll be stated clearly on that plan's own page, not assumed here.
Support
Support is provided through our client-area ticket system and our contact form for pre-sales questions. We don't currently publish specific response times or 24/7 availability — if that changes, it'll be stated clearly rather than assumed.
Acceptable use
Your use of the Services must comply with our Acceptable Use Policy, which is part of these Terms.
Suspension
We may suspend a Service (temporarily restrict access to it, without ending the contract) where:
- payment is overdue (see §Failed payments);
- we reasonably believe the Service is being used in serious breach of our Acceptable Use Policy;
- the Service poses an immediate security risk to our infrastructure or other customers; or
- we're required to by law or a lawful authority.
Except where there's an immediate security or legal risk, we'll give you notice and a reasonable opportunity to fix the issue before suspending. We'll restore the Service promptly once the issue causing suspension is resolved.
Cancellation
You can cancel a Service at any time by contacting us or through the client area; see §Consumer cancellation rights below for your statutory rights if you're a Consumer. Cancelling stops future renewals — it doesn't automatically refund fees already paid for the current Billing Cycle except where the next section gives you that right.
Consumer cancellation rights
Because hosting and VPS Services are typically provisioned immediately at your request (see §Service provisioning), if you cancel after the Service has started but within the 14-day period, you'll be charged a proportionate amount for the service actually supplied up to cancellation — not the full price, and not nothing. If you cancel before provisioning starts, you're entitled to a full refund. Domain registrations are subject to additional, registry-specific limits on cancellation — see Domain Terms, since a registration, once submitted to a registry, generally can't simply be undone the way an unstarted service can.
This right is separate from, and doesn't replace, your other statutory rights as a Consumer, including your right under the Consumer Rights Act 2015 to a service performed with reasonable care and skill — see §Liability.
Refunds
Beyond the statutory cancellation right above, we don't currently offer discretionary refunds — for example, we don't offer a general money-back guarantee. If we make a genuine error (charging you twice, failing to provide a Service you paid for), tell us and we'll put it right, including a refund where appropriate.
Your data after a Service ends
When a Service ends — whether you cancel it or we terminate it — we keep your account and billing records for as long as described in our Privacy Notice (to meet our own legal and accounting obligations), and we delete hosted Content (files, databases, mailboxes) within 30 days of the Service ending, unless we're legally required to keep it longer. We don't guarantee we can recover or restore your Content once a Service has ended — take your own copy before cancelling.
Termination by PIVIHOST
We may end a Service (not just suspend it) where:
- you're in serious or repeated breach of these Terms or our Acceptable Use Policy, and haven't fixed it after being given a reasonable opportunity to (except for serious/immediate abuse, where we may terminate without that opportunity);
- payment remains overdue for a reasonable period after suspension;
- we're required to by law; or
- we stop offering that Service generally — in which case we'll give you reasonable advance notice where practical, and a pro-rata refund for any period you've already paid for but won't receive.
Price changes
We may change our prices for future Billing Cycles, but not the price you've already agreed to and paid for a cycle already in progress. Where we increase the renewal price for a Service you already have, we'll give you reasonable advance notice before it takes effect, and you can cancel before the increased price applies instead of accepting it.
Changes to a Service
We may make reasonable changes to a Service — for example, software updates, security improvements, or minor feature changes — provided they don't materially reduce what you're paying for. If we need to make a change that materially reduces a Service you've already paid for, we'll tell you and, where you didn't agree to it, give you the option to cancel and receive a pro-rata refund for the affected period.
Intellectual property
Our website, brand, and any software or systems we provide to run the Services remain our (or our licensors') property. Your Content remains yours — see §Your responsibility for your Content. Where a Service includes third-party software (for example, control-panel or security software), that software remains subject to its own licence terms, which continue to apply alongside these Terms.
Liability
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, for fraud, or for anything else that can't lawfully be excluded or limited.
If you're a Consumer: we're responsible for loss or damage you suffer that's a foreseeable result of our breaking these Terms or failing to use reasonable care and skill, but not for loss that wasn't foreseeable at the time we entered into the contract with you. We're not liable for business losses if you're using our Services for personal, non-business purposes.
If you're a Business Customer: we exclude, to the extent the law allows, liability for indirect or consequential loss, loss of profits, revenue, business, or data. Our total liability for any claim arising from these Terms is capped at the total fees you paid us in the 12 months before the event giving rise to the claim.
Events outside our reasonable control
We're not responsible for delay or failure to perform caused by something genuinely outside our reasonable control — for example, a failure of a third-party network, utility, or datacentre provider, or an act of a domain registry. We'll tell you if this happens and affects your Service, and take reasonable steps to reduce the impact.
Complaints
If something's gone wrong, tell us via our contact form or a support ticket, and we'll do our best to put it right directly. We're not currently a member of any Alternative Dispute Resolution (ADR) scheme.
Privacy
How we collect, use, and protect personal data is set out in our Privacy Notice, which forms part of these Terms. If personal data is contained within Content you store with us, our Data Processing Terms also apply and set out our obligations to you as processor.
Communications
We'll send important notices (about your order, billing, service changes, or these Terms) to the email address on your account, or show them in the client area. Check your junk/spam folder if you're expecting something and haven't seen it — make sure your account email is kept current.
General
Assignment. You may not transfer your rights or obligations under these Terms without our consent. We may transfer ours, for example as part of a business transfer, provided that doesn't reduce your rights under these Terms.
Severability. If any part of these Terms is found unenforceable, the rest continues to apply.
Waiver. If we don't enforce a right immediately, that doesn't mean we've given it up.
Entire agreement. These Terms, together with the documents they refer to (Acceptable Use Policy, Domain Terms, Privacy Notice, and the specific plan page for your Service), are the entire agreement between us for the Services.
Changes to these Terms
We may update these Terms — for example, to reflect a change in law, our services, or how we operate. We'll update the "Last updated" date below whenever we do. For a change that materially affects your rights or obligations for a Service you already have, we'll give you reasonable advance notice before it takes effect, and — where the change is materially to your disadvantage — you can cancel that Service instead of accepting it, without penalty.
Governing law and jurisdiction
These Terms are governed by the law of England and Wales. If you're a Consumer, this doesn't take away any protection you have under the mandatory law of the country you live in, if that's different. Any dispute will be dealt with by the courts of England and Wales, except that if you're a Consumer resident elsewhere in the UK, you may also bring proceedings in the courts of the part of the UK you live in.
Contact
Pivi Website Ltd
Office 7 Blackburn Road, Houghton Regis, Dunstable, England, LU5 5BQ
Email: admin@pivihost.com
See our Company Details page for our full formal disclosure, including our company number and Companies House record.