eXthus Cloud Terms of Service

Last updated: 14 May 2026
Business name: eXthus Cloud / eXthus
Website: https://exthus.cloud
Contact: hello@exthus.cloud

1. Introduction

These Terms of Service set out the terms under which eXthus Cloud provides hosting, domain, email, support, website management and related services.

By placing an order, creating an account, using our website, accessing our client area, using our hosting services, or continuing to use any service provided by us, you agree to these Terms.

If you do not agree with these Terms, you must not use our services.

2. Definitions

In these Terms:

“we”, “us”, “our” means eXthus Cloud / eXthus.

“you”, “your”, “client” or “customer” means the person, business, organisation or account holder using our services.

“Services” means hosting, managed hosting, website hosting, email hosting, domains, backups, server management, support, website maintenance and any other services supplied by us.

“Client Area” means the online portal used to manage services, invoices, support tickets and account details.

“Website” means any website, application, domain, files, data, email, database or content hosted by us or managed through our services.

“Order” means any request placed through our website, client area, invoice, email, written message or other accepted method.

3. Our Services

We provide managed hosting and related services for websites, domains and online systems.

Depending on the package or service purchased, this may include:

hosting account setup;
cPanel or control panel access;
managed storage;
SSL certificate setup;
website and server monitoring;
backups;
security hardening;
DNS support;
email hosting support where applicable;
migration support where included;
technical support;
general hosting management.

The exact features included with your service are those listed on the relevant product page, order page, proposal, invoice or written agreement.

4. Account Registration

To use our services, you may need to create an account and provide accurate information including your name, email address, billing address, telephone number and payment details.

You agree to:

provide accurate and current information;
keep your account details up to date;
keep login details secure;
notify us immediately if you believe your account has been accessed without permission;
not share access with anyone who is not authorised to act on your behalf.

You are responsible for activity carried out through your account.

5. Orders and Acceptance

Submitting an order does not automatically mean the service has been accepted or activated.

We may reject, cancel or review any order if:

payment fails;
fraud checks fail;
the information provided is incomplete or inaccurate;
the order breaches these Terms;
the requested service is unavailable;
we believe the service may be used unlawfully, abusively or in a way that risks our infrastructure or reputation.

A service is accepted when we confirm activation, issue login details, provide access, or begin supplying the service.

6. Fees, Billing and Payment

You agree to pay all fees for the services you order.

Fees may be charged monthly, annually or on another billing cycle shown at checkout or on your invoice.

Unless stated otherwise:

all prices are in GBP;
invoices are due by the due date shown;
services may renew automatically until cancelled;
payments are non-refundable except where stated in these Terms or required by law;
late or failed payment may result in reminders, suspension or termination.

You are responsible for ensuring your payment method remains valid and that invoices are paid on time.

7. Price Changes

We may change prices from time to time.

Where a price change affects an existing recurring service, we will aim to give reasonable notice before the change takes effect.

Price changes may occur due to:

supplier cost increases;
licensing cost increases;
domain registry cost increases;
payment processing changes;
infrastructure, software or security cost increases;
changes to the level of service provided.

8. Late Payment, Suspension and Termination

If an invoice is not paid by the due date, we may send reminders and may suspend the related service.

If payment remains overdue, we may terminate the service and delete associated data.

Suspension or termination may affect:

website availability;
email delivery;
control panel access;
backups;
domain-related services;
support availability.

We are not responsible for loss caused by suspension or termination due to non-payment.

9. Refunds and Money-Back Guarantee

Where a money-back guarantee is offered on a specific service, the terms of that guarantee will be shown on the relevant product page or order page.

Unless otherwise stated, refunds do not apply to:

domain registrations;
domain renewals;
domain transfers;
SSL certificates;
software licences;
third-party services;
setup fees;
bespoke work;
completed migration work;
support time already provided;
services suspended or terminated for breach of these Terms;
services cancelled after the guarantee period.

Domain registrations and renewals are generally non-refundable once submitted to the registry.

10. Domains

If you register, transfer or manage a domain through us, you agree that:

domain availability is not guaranteed until registration is confirmed;
domain registrations are subject to the relevant registry and registrar rules;
domain fees may change depending on registry pricing;
domain registration details must be accurate;
you are responsible for renewing domains before expiry;
expired domains may stop websites and email from working;
expired domains may become unavailable, deleted, or registered by someone else.

We are not responsible for loss of a domain caused by non-payment, incorrect contact information, failure to renew, registrar rules, registry rules, or third-party action outside our control.

11. DNS and Propagation

DNS changes can take time to update across the internet. This is commonly known as propagation.

During propagation, websites, email and other services may be temporarily unavailable or inconsistent between networks.

We are not responsible for delays caused by DNS caching, registrar systems, registry systems, third-party DNS providers, internet service providers or incorrect DNS settings supplied by you or third parties.

12. Email Hosting

Where email hosting is included or supported, you agree to use email responsibly.

You must not use our services for:

spam;
unsolicited bulk email;
phishing;
malware distribution;
abusive email;
fraudulent email;
email spoofing;
mail bombing;
sending to purchased, scraped or harvested lists.

Email accounts may be rate-limited, suspended or restricted if they cause delivery issues, blacklisting risk, abuse reports or excessive server load.

We do not guarantee delivery of every email. Email delivery can be affected by sender reputation, recipient filtering, DNS records, third-party providers and spam rules.

13. Website Content

You are responsible for all content hosted, uploaded, published, stored, sent or made available through your services.

You must ensure your content is legal, accurate and does not infringe anyone’s rights.

You must not host, upload, link to, transmit or promote content that is:

illegal;
abusive, threatening or harassing;
defamatory;
fraudulent;
hateful or discriminatory;
sexually exploitative;
related to child sexual abuse material;
used for phishing or impersonation;
used for malware, viruses, botnets or hacking;
used for illegal streaming, piracy or copyright infringement;
used to sell illegal goods or services;
used to process unlawful payments;
likely to damage our infrastructure, suppliers, reputation or customers.

We may remove, restrict, suspend or report content where we reasonably believe it breaches these Terms, the law, supplier requirements, abuse reports or security obligations.

14. Acceptable Use

You agree not to use our services in a way that:

breaks the law;
harms, disrupts or overloads our systems;
interferes with other customers;
attempts unauthorised access to systems or data;
scans, attacks or exploits networks;
sends spam or abusive traffic;
runs malware or malicious code;
hosts phishing pages;
distributes pirated software, illegal streams or stolen content;
uses excessive resources;
damages IP reputation;
breaches third-party rights;
breaches third-party service terms;
exposes us to legal, technical, commercial or reputational risk.

We may investigate suspected abuse and take appropriate action, including rate-limiting, suspension, termination, data removal, abuse reporting or cooperation with law enforcement.

15. Resource Usage

Hosting plans include reasonable usage based on the package purchased.

You must not use shared or managed hosting services in a way that negatively affects performance, security or availability for other users.

Excessive usage may include:

high CPU usage;
high memory usage;
excessive disk I/O;
excessive database usage;
very large media libraries;
unusually high email volume;
large backups stored inside hosting accounts;
file storage unrelated to the hosted website;
cryptocurrency mining;
proxies, tunnels, crawlers or scraping tools;
persistent background processes not approved by us.

If your usage is excessive, we may ask you to reduce usage, optimise the website, upgrade storage, upgrade hosting, move to a VPS, or take other corrective action.

16. Storage

Your service includes the storage allowance stated in your package.

Storage may include website files, databases, emails, logs, backups and other account data.

Additional storage may be available as a paid add-on.

Storage add-ons increase available account storage only. They do not automatically change the support level, performance allocation, backup retention, server resources or management level of your hosting plan.

17. Backups

We may provide backups as part of certain services.

Backups may include local and/or offsite copies depending on the service purchased and our current backup configuration.

Although we aim to maintain reliable backup protection, backups are not guaranteed unless expressly agreed in writing.

You are responsible for maintaining your own independent backups of important data.

We are not liable for loss of data, loss of backups or failed restores unless caused by our proven negligence and subject to the liability limits in these Terms.

Backups may not include:

suspended accounts;
terminated accounts;
accounts exceeding storage limits;
corrupted files;
infected files;
excluded directories;
third-party systems;
external services;
data deleted before the backup was taken.

18. Security

We take reasonable steps to protect our infrastructure and services.

Depending on the service, this may include security hardening, malware scanning, SSL certificates, updates, access controls, monitoring and backup systems.

However, no hosting service can be guaranteed to be completely secure.

You are responsible for:

using strong passwords;
keeping login details confidential;
ensuring users with access are trustworthy;
keeping your own devices secure;
not installing unsafe plugins, themes or scripts;
not reusing compromised passwords;
notifying us quickly if you suspect a security issue.

Where you manage your own website software, plugins, themes, scripts, passwords or users, you remain responsible for them.

19. Malware, Hacks and Compromised Websites

If a website, account or service is compromised, infected or used abusively, we may suspend, restrict, clean, isolate, remove files, disable scripts or take other action to protect the wider platform.

Malware removal, investigation, restoration or repair may be billable unless included in your service plan.

We are not responsible for compromises caused by weak passwords, insecure plugins, outdated software, third-party scripts, user error, unsafe access sharing or issues outside our control.

20. Managed Services

Where a service is described as managed, this means we provide a level of technical management appropriate to the plan purchased.

Managed hosting does not mean unlimited support, unlimited development work, unlimited website changes, unlimited troubleshooting or unlimited responsibility for third-party systems.

Unless expressly included, managed hosting does not include:

custom development;
website redesign;
SEO work;
content writing;
plugin licence fees;
premium theme licences;
third-party software fees;
complex email migration;
advanced DNS rebuilds;
major hack recovery;
malware removal;
code debugging;
fixing issues caused by third-party developers;
fixing issues caused by customer changes;
support for unrelated devices, networks or software.

Additional work may be quoted or billed separately.

21. Support

Support is provided through the support channels we make available, such as tickets, email or client area support.

We aim to respond within a reasonable time, but response times are not guaranteed unless a separate service level agreement applies.

Support availability may vary depending on:

the service purchased;
the nature of the issue;
business hours;
urgency;
third-party dependencies;
supplier availability;
whether access credentials or information have been supplied.

You agree to provide accurate information when requesting support, including the domain, affected service, error messages, screenshots, relevant changes and steps to reproduce the issue.

22. Third-Party Services

Some services may rely on third-party providers, including domain registrars, data centres, payment processors, software vendors, email providers, DNS providers, monitoring providers, backup providers, SSL providers or cloud platforms.

You agree that:

third-party services may have their own terms;
third-party pricing may change;
third-party outages may affect your services;
we are not responsible for failures caused by third parties outside our reasonable control.

23. Service Availability

We aim to provide reliable services, but we do not guarantee uninterrupted availability unless a specific written uptime guarantee or SLA applies.

Services may be unavailable due to:

maintenance;
updates;
security incidents;
network issues;
DNS issues;
supplier issues;
hardware failure;
software failure;
attacks;
abuse mitigation;
force majeure events;
customer configuration errors.

We will take reasonable steps to restore affected services as soon as practical.

24. Maintenance

We may perform maintenance to keep services secure, stable and up to date.

Where practical, we will aim to schedule disruptive maintenance at reasonable times or provide notice. However, urgent maintenance may be carried out without notice where necessary for security, stability or service protection.

25. Customer Access and Credentials

If you provide us with access credentials for websites, registrars, DNS, email accounts, third-party platforms or other systems, you confirm that you are authorised to provide that access.

You should not send sensitive passwords through insecure channels unless requested and appropriate.

We may store or use credentials where necessary to provide services.

You are responsible for changing passwords when access is no longer required or where you wish to revoke access.

26. Intellectual Property

You retain ownership of your own website content, data, trademarks and materials.

We retain ownership of our own systems, designs, code, processes, templates, documents, branding, written materials, infrastructure configuration and intellectual property unless expressly agreed otherwise.

You must not copy, resell, reverse engineer or misuse our systems, documentation, designs or materials without permission.

27. Website Work and Custom Services

Where we provide website design, development, maintenance, repair, migration or custom work, the scope, price and deliverables will be agreed separately.

Unless agreed otherwise:

work begins after payment or written approval;
timelines are estimates;
delays caused by missing content, access, feedback or third parties are not our responsibility;
additional requests outside the agreed scope may be charged separately;
third-party software, plugins, licences and services remain subject to their own terms.

28. Cancellation

You may request cancellation through the client area or by contacting us.

Cancellations may take effect immediately or at the end of the current billing period, depending on the option selected and the service type.

You are responsible for downloading or migrating any data you need before cancellation takes effect.

Once a service is cancelled or terminated, data may be deleted and may not be recoverable.

Domain registrations and renewals cannot usually be cancelled once processed.

29. Termination by Us

We may suspend or terminate services if:

you fail to pay;
you breach these Terms;
you use services unlawfully or abusively;
your service causes security or stability risks;
you provide false information;
you threaten, abuse or harass us or our staff;
continuing to provide the service would expose us to legal, technical, financial or reputational risk;
a supplier requires us to suspend or terminate service;
we stop offering a service.

30. Data Protection

Both parties agree to comply with applicable UK data protection law, including the UK GDPR and the Data Protection Act 2018.

For personal data you provide to us for account, billing and support purposes, we usually act as a controller.

For personal data you upload, store or process through your hosted website, email, database or hosting account, you are usually the controller and we may act as a processor.

You are responsible for ensuring that your website and use of our services complies with data protection law, including having suitable privacy notices, lawful bases, cookie controls and security measures where required.

If a separate Data Processing Agreement is required, you should request one.

31. Confidentiality

Each party agrees to keep confidential information private and not disclose it except where necessary to provide services, comply with law, enforce these Terms, work with suppliers, or with permission.

Confidential information does not include information that is public, already known, independently developed, or lawfully received from another source.

32. Liability

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot be limited by law.

Subject to that, we are not liable for:

loss of profits;
loss of sales;
loss of revenue;
loss of business;
loss of goodwill;
loss of data;
loss of domain names;
loss of search rankings;
loss of email;
loss of opportunity;
indirect or consequential loss;
third-party service failures;
customer configuration errors;
downtime outside our reasonable control.

Our total liability for any claim is limited to the amount you paid us for the affected service in the three months before the event giving rise to the claim, unless a different limit is required by law.

33. Indemnity

You agree to indemnify us against claims, losses, damages, costs and expenses arising from:

your breach of these Terms;
your website content;
your use of the services;
your unlawful activity;
your infringement of third-party rights;
your failure to comply with data protection law;
abuse, spam, malware or security incidents caused by your account or users.

34. Force Majeure

We are not responsible for failure or delay caused by events outside our reasonable control, including natural disasters, war, terrorism, strikes, supplier failure, power failure, internet outages, cyberattacks, government action, legal restrictions, fire, flood, pandemic or other events beyond our control.

35. Changes to These Terms

We may update these Terms from time to time.

The latest version will apply from the date published unless stated otherwise.

If changes materially affect an existing service, we will aim to provide reasonable notice.

Continued use of the services after changes take effect means you accept the updated Terms.

36. Governing Law

These Terms are governed by the laws of England and Wales.

The courts of England and Wales will have exclusive jurisdiction, unless consumer protection law gives you rights to bring a claim elsewhere.

37. Contact

Questions about these Terms should be sent to:

eXthus Cloud
Email: hello@exthus.cloud
Website: https://exthus.cloud