1.1 We are UKBox Ltd, a company registered in England and Wales under company number 15154892. Our registered office is at 71–75 Shelton Street, Covent Garden, London WC2H 9JQ. Our VAT number is GB468226078 and our ICO registration is ZC191675.
2.1 You can contact us by raising a ticket in your client area, by email to support@ukbox.co.uk, or by phone on 0330 088 2279 (8am–5pm UK time, 365 days a year).
3.1 These terms apply to every purchase you make through our website, by email or by telephone. Please read them before ordering: they set out important rights and obligations, and you must agree to them before you place an order.
3.2 You are a consumer if you buy as an individual for purposes wholly or mainly outside your trade, business, craft or profession. You are a business customer if you buy for purposes relating to your trade, business, craft or profession. Some clauses apply only to consumers and some only to business customers.
3.3 References to "we", "us" or "our" are to UKBox Ltd; "you" and "your" are to the person or company placing the order.
3.4 You must be at least 18 years old to order. If you order on behalf of a business, you confirm you have authority to bind that business.
3.5 We may update these terms. The terms applying to an order are those in force when the order was submitted; material changes affecting existing recurring services will be notified at least 30 days in advance.
3.6 Please save a copy of these terms and our emails for your records. These terms are available only in English. Your use of the website itself is governed by our Website Terms of Use, and all services are subject to our Acceptable Use Policy and Fair Usage Policy, which form part of this agreement.
4.1 Please check your order carefully before submitting it. Your order is an offer to buy services on these terms.
4.2 After you order we send an acknowledgement; a binding contract forms only when we send the order confirmation or welcome email for the relevant service. Orders may be screened for fraud, and we may decline any order — for example where payment fails, information appears inaccurate, screening raises concerns, or a pricing or description error has occurred — in which case we will notify you and refund any payment taken for services not provided.
4.3 Account information you provide must be complete and accurate and kept current. You must keep your login credentials secret, tell us immediately if you believe they are compromised, and change any password sent to you in plain text immediately on first login.
5.1 All orders are subject to availability. In circumstances beyond our reasonable control (for example a change in law or the withdrawal of a registry or supplier) we may need to stop providing a service; if this affects you we will notify you, and refund advance payments for services not yet provided.
6.1 If you want to change an order after submitting it, contact us as soon as possible and we will tell you whether the change can be made. If it cannot, you may cancel in line with clauses 17 and 18.
7.1 We supply web hosting, email hosting, domain registration, web design, SEO and Google Business Profile services, business phone numbers, migration services and enterprise engagements, each described on our website and in the service-specific clauses below.
7.2 Dates and timescales we give are targets we work hard to hit, but time is not of the essence. Where a delay arises we will tell you as soon as reasonably possible. We are not liable for delay or non-performance caused by circumstances beyond our reasonable control, or by your failure to provide information, content, access or approvals we reasonably need.
7.3 You are responsible for supplying, and for holding all necessary rights in, any text, images, logos, media, credentials and other material you provide for use in the services, and you indemnify us against third-party claims arising from material you supply.
7.4 What included support covers. Support included with your services covers faults in, and reasonable questions about, the services we provide — for example hosting and email issues, DNS on domains we manage, and problems with websites we build and host. It does not include software development, design work, training beyond any handover included in your package, administration of systems or websites we do not manage, or acting as your general IT department (a service available under our Enterprise engagements, clause 14).
7.5 Fair use of support. Support is provided on a fair-use basis. Where requests from an account become so frequent, extensive or far-reaching that they amount to ongoing administration, development or consultancy beyond the scope of the services purchased, we will tell you and propose either the appropriate service (such as a larger plan, a quoted piece of work, or an Enterprise retainer) or a quotation for the work requested, and we may respectfully decline to carry out further such requests until agreed. Abusive or threatening contact with our team is dealt with under clause 18.4.
8.1 Hosting and email plans have no minimum term. You may cancel at any time from your client area; cancellation takes effect at the end of the current billing period, and fees already paid for that period are not refunded except where the law requires.
8.2 We target 99.9% availability each calendar month and use reasonable endeavours to keep downtime to a minimum, with scheduled maintenance notified through the client area where practical. We do not warrant uninterrupted or error-free service and do not offer service credits for downtime.
8.3 We operate routine backups as a service convenience. They are not a substitute for your own copies of critical data, which you must maintain; clause 22 reflects this.
8.4 Any IP address allocated to your service remains ours, is not portable and confers no rights on you.
8.5 Resource use on shared platforms is governed by the Fair Usage Policy. Where exceptional usage harms other customers, we may act as that policy and clause 19 of the Acceptable Use framework describe.
9.1 Free migration is included with our hosting and email plans. You provide access credentials through a secure ticket in your client area — never by plain email; we migrate your website, databases and mailboxes with dedicated tooling, verify the results with you, and schedule the switchover.
9.2 We do not alter or cancel services at your previous provider. Cancelling with them once you have confirmed your services work with us is your responsibility, as is any charge they levy.
10.1 Web design packages comprise a one-off setup fee and a monthly fee. The monthly fee covers UK hosting, SSL, WordPress and plugin updates, daily backups, security monitoring, and the monthly content-edit allowance stated for your package.
10.2 The monthly fee carries a 12-month minimum term, beginning on the date of order, after which it continues on a rolling monthly basis cancellable at any time under clause 18. This is the only UKBox service with a minimum term, because we build your website before most of it has been paid for.
10.3 The website is yours from day one. On request at any time we will provide a complete export of your site. Copyright in the bespoke design work we create for you passes to you on payment of the setup fee and any monthly fees then due; we retain the right to display the work in our portfolio and marketing.
10.4 If you cancel during the minimum term, the monthly fees for the remainder of that term become immediately payable, together with the standard registration cost of any domain provided free under clause 11.6.
10.5 Our 14-working-day build target runs from the date we receive your completed website brief and all content reasonably required. We design and present your homepage for approval before building further pages; if you reject the homepage concept before further pages are built, we will discuss a fair resolution, which may include a partial refund of the setup fee at our reasonable discretion.
10.6 Content edits within your monthly allowance are requested by ticket and normally completed within 10 working days. Requests materially beyond your allowance will be quoted before any charge is made. We do not proof-read content you supply and accept no responsibility for errors within it once you have approved a page.
10.7 You receive WordPress administrator access on request. We are not responsible for damage caused by changes you or your users make, and repairing such damage may be chargeable beyond your edit allowance. Server-level (cPanel) access is managed by us as part of the included hosting.
10.8 What the monthly allowance covers — and what it doesn't. Your monthly content-edit allowance covers changes to existing pages: replacing or amending text and images, and minor layout adjustments. The following fall outside any allowance and are quoted, and agreed by you, before work begins: new pages; redesigns of existing pages or of the site; new features or functionality (including plugins, integrations, booking systems and e-commerce additions); graphic design work beyond page edits; content writing from scratch; and repairs under clause 10.7. Unused allowance does not roll over between months. Where a request is partly within and partly outside the allowance, we will tell you before starting which parts are chargeable.
11.1 Domains are registered in your name and are yours. Registration and ongoing use are subject to the relevant registry's terms (including Nominet's for .uk domains), and we are not liable if a registry refuses, suspends or revokes a registration. The availability checker indicates likely availability and is not a guarantee; a domain is yours when it shows active in your account.
11.2 Registrant details must be accurate and kept current; registries may suspend domains with false details.
11.3 Renewals. We send renewal notices 30 days and 7 days before expiry to your account email address (use one not attached to the expiring domain). Where a valid payment method is held we attempt automatic renewal; keeping a domain renewed remains your responsibility, and we are not liable if a domain lapses and is registered by another party. If you ask us to recover a domain in its redemption period we may charge an administration fee of up to £50 plus the registry's redemption cost. We will never re-register or renew your domain at an inflated price.
11.4 Transfers out are free and never withheld. We will release transfer codes and change IPS tags promptly on request, subject only to registry rules and your account being free of sums properly due on that domain.
11.5 Standard registry security locks may be applied to domains. Domain registrations and renewals are non-refundable once submitted to the registry.
11.6 Free domains. Where a plan includes a free domain, the free period is the first year on the eligible endings stated at order; renewal from year two is at our standard published rate. If the qualifying plan is cancelled within any applicable minimum term, or within 12 months of the domain's registration, the standard registration cost of the domain becomes payable.
12.1 SEO plans (Local, Growth and Accelerate) carry a 3-month minimum term from the date of order, then continue on a rolling monthly basis. Google Business Profile Care is rolling monthly with no minimum; Google Business Profile Setup is a one-off service.
12.2 We do not guarantee search rankings or traffic levels, and no honest provider can: results depend on search-engine algorithms, competition and factors outside any provider's control. What we contract to provide is the work described in your plan, performed with reasonable care and skill each month and reported in plain English.
12.3 You must provide the access we reasonably need (such as website and Google Business Profile administration). Months in which required access is withheld still count toward, and are billable within, your plan.
13.1 The service provides a UK number diverted to the destination number(s) you nominate, billed monthly with no minimum term. You are responsible for the accuracy of your divert destinations and for your use of the number complying with law, including marketing-call rules. Numbers may be ported away under industry porting processes.
14.1 Enterprise services are supplied under a monthly retainer scoped to your estate, supplemented where agreed by a written statement of work. Where a statement of work conflicts with these terms, the statement of work prevails for that engagement.
15.1 Prices on our site are in pounds sterling and, where shown to consumers and small businesses, include VAT at the applicable rate; where a price is expressly stated as excluding VAT, VAT is added at checkout.
15.2 Our 3-year price hold. For hosting and email hosting plans, the recurring plan price at signup is held for 36 months from signup. The hold applies to the plan's recurring price, not to domain registrations, third-party add-ons or tax changes. After 36 months, changes are notified at least 30 days ahead.
15.3 Promotions. The £1 first month applies to monthly-billed hosting plans, new customers only, once per customer; the standard plan price (then held under 15.2) applies from month two. Unless stated otherwise, offers cannot be combined, and if a discounted package is cancelled during any minimum term, outstanding sums are calculated at undiscounted rates.
15.4 If a pricing error affects your order we will contact you to reconfirm at the correct price or cancel with a refund.
16.1 One-off fees are due on order. Recurring monthly services are aligned to the 1st of the month: your first invoice includes a pro-rated amount for the remainder of the current month so that future billing falls on the 1st. Invoices are payable on their due date.
16.2 If a payment fails we will tell you and retry; services with overdue invoices may be suspended after reasonable notice, and repeated failure may lead to termination under clause 18.4.
16.3 For business customers we may charge interest and compensation on overdue sums under the Late Payment of Commercial Debts (Interest) Act 1998; for consumers, interest at 4% above the Bank of England base rate from the due date.
16.4 Raising a card chargeback instead of using our Complaints Procedure may result in suspension while the matter is investigated. Account credit is not redeemable for cash.
17.1 This clause applies only to consumers. You have 14 days from the day after your order confirmation to change your mind and cancel.
17.2 Hosting, email and similar services are provisioned immediately: by ordering them you expressly request that we begin within the cancellation period. If you then cancel within the 14 days, you must pay for what has been supplied up to cancellation, and you lose the right to cancel once the service has been fully performed. Domain registrations are customised at your request and exempt from the cancellation right once submitted to the registry.
17.3 To cancel, use your client area, email support@ukbox.co.uk, or call 0330 088 2279. Refunds due are made within 14 days to your original payment method, less any deductions under 17.2.
18.1 Rolling monthly services may be cancelled at any time from your client area, taking effect at the end of the current billing period. Cancellation is confirmed by email; if you don't receive confirmation, contact us, as the request may not have reached us.
18.2 Web design and SEO minimum terms are set out in clauses 10 and 12; cancellation within a minimum term makes the remaining fees of that term payable, plus any free-domain recovery under 11.6.
18.3 After termination you may request an export of your data for 30 days, after which we may delete it. Data from closed accounts is periodically and irretrievably removed.
18.4 We may suspend or terminate services for material breach of these terms or the Acceptable Use Policy, for non-payment after notice, or where required by law or a registry; where practical we will warn you and allow you to remedy the issue first. Abusive or threatening behaviour toward our team is a material breach entitling us to terminate immediately.
19.1 This clause applies only to consumers. Under the Consumer Rights Act 2015 we must perform services with reasonable care and skill; if we don't, you can require us to repeat or fix the service, or receive a price reduction if we cannot. This summarises key rights — detailed information is at citizensadvice.org.uk or on 0808 223 1133. Your statutory rights are unaffected by anything in these terms.
20.1 This clause applies only to business customers. We warrant services will be performed with reasonable care and skill and be free from material defects at completion. As your sole and exclusive remedy for breach, we will (at our option) remedy, re-perform or refund the non-conforming services, provided you notify us within 14 days of completion with reasonable detail. Except as set out here, all conditions and warranties implied by statute or common law are excluded to the fullest extent permitted.
21.1 We are not liable for failure or delay caused by events beyond our reasonable control, including power or network failures beyond our infrastructure, registry or supplier failures, industrial action, or acts of government.
22.1 Consumers: if we breach these terms or are negligent, we are liable for loss that is a foreseeable result; we are not liable for unforeseeable loss or for business losses.
22.2 Business customers: our total liability arising in any 12-month period (in contract, tort or otherwise) is limited to the fees you paid us in that period, and we are not liable for indirect or consequential loss, loss of profit, opportunity, savings, data (where clause 8.3 has not been observed), reputation or goodwill.
22.3 Nothing in these terms excludes liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded.
23.1 Our website designs, theme systems, internal tooling and documentation remain our property except as expressly transferred under clause 10.3. Stock imagery licensed for your project is for use on your website only.
23.2 You are responsible for the lawfulness and accuracy of content you supply or approve, including compliance with copyright and advertising law.
24.1 Personal data is handled as described in our Privacy & Cookie Policy, which explains what we collect, why, who processes it for us, and your rights.
25.1 No one other than you and us has any right to enforce these terms.
26.1 If something goes wrong, our Complaints Procedure sets out how we'll put it right, including escalation and independent routes.
27.1 Consumers: these terms are governed by the law of England and Wales; if you live in Scotland or Northern Ireland you keep the benefit of mandatory local protections and may bring proceedings in your local courts.
27.2 Business customers: these terms and any dispute (including non-contractual) are governed by the law of England and Wales, whose courts have exclusive jurisdiction.
28.1 You may not transfer your rights under these terms without our written consent; we may transfer ours to another business provided your rights are not adversely affected.
28.2 If any provision is or becomes invalid, the rest remains in force. A failure to enforce a right is not a waiver of it. For business customers, variations bind only if agreed in writing, and these terms are the entire agreement, each party confirming it has not relied on any representation not set out in them.
