Terms and Conditions

Introduction

All customers (referred to as ‘you’ or ‘your’) of Haar (referred to as ‘we’ or ‘us’ or ‘our’) services, agree to comply with our Acceptable Use Policy to ensure every customer uses our services fairly and with due regard to the rights of other internet users and in conformity with network requirements and our environment. 

This Terms and Conditions is not exhaustive and we reserve the right to add, delete, or change this policy at any time without notice, effective upon posting to our website. This policy supersedes any other agreement with us, whether written, oral, by conduct, or otherwise.

Any complaints about a violation of this policy should be sent to abuse (at) hellohaar.com

Disclaimer

Our services are provided on an as is, as available basis without warranties of any kind, either express or implied, including, but not limited to, warranties of merchantability, fitness for a particular purpose or non-infringement. We expressly disclaims any representation or warranty that our service will be error-free, secure or uninterrupted. No oral advice or written information given by us or our representatives will create a warranty; nor may you rely on any such information or advice. Neither us, our partners or our suppliers are liable for any cost or damage arising either directly or indirectly from any transaction or use of the service.

Ownership of Website

The legal owner of your website and account with us will be the individual or organisation on record as the owner. You will fully cooperate with us and abide by any security measures and procedures we put in place due to any dispute over ownership of a web site.

Our Services

Our services include, but are not limited to:

• Any act of preparing, setting up, connecting, maintaining, terminating or recreating any aspect of your account
• Service provision, by us to you, related to cloud, consultancy (IT or security), web hosting and domain name registrations (including server usage and technical support), regardless of duration and whether paid for or not
• Provision of space, internet connectivity and electrical power
• Any access or use related to the our web site and control panels
• Bespoke services provided at the request of you
• Any other service mentioned in this policy

Privacy

We take the privacy of online communications and web sites very seriously. In general, the Internet is neither more nor less secure than other means of communication, including mail, facsimile, and voice telephone service, all of which can be intercepted and otherwise compromised. As a matter of prudence, however, we urge you to assume that all online communications are insecure. We cannot take any responsibility for the security of information transmitted through our network and services.

Actions Taken by Us

Failing to meet or follow this policy would be grounds for account deactivation. We will be the sole arbiter as to what constitutes a violation of this policy. We reserve the right to remove any account without prior notice and to refuse service to anyone at any time.

When we become aware of an alleged violation, we will initiate an investigation. During the investigation, we may restrict account access in order to prevent further activity. Depending on the severity of the violation we may, at our sole discretion, restrict, suspend, or terminate a web hosting account and/or pursue other civil remedies. If such violation is a criminal offence, we will notify the appropriate law enforcement authorities. An unlisted activity may also be a violation of this policy if it is illegal, irresponsible, or constitutes disruptive use of the Internet. We do not issue credits for outages incurred through service disablement resulting from violations of this policy. Violators of the policy are responsible, without limitations, for the cost of labour to rectify any damage done to the operation of the network and business operations supported by the network, and to maintain an open dialogue with us.

Indemnification

As a customer, you agree to protect, defend, hold harmless, and indemnify us, any third party entity related to us (including without limitation, third party vendors), and our executives, directors, officers, attorneys, managers, employees, consultants, contractors, agents, parent companies, subsidiaries, and co-subsidiaries with the same parent company as us, from and against any and all liabilities, losses, costs, judgements, damages, claims, or causes of actions, including, without limitation, any and all legal fees and expenses, arising out of or resulting from use of our services.

Modifications to Services

We may discontinue, upgrade, replace, modify, or change, without limitation, any software, application, program, data, hardware, equipment, or components used to provide customers with our services. Certain changes to our services may affect the operation of your personalised applications and content. You are solely responsible, and we are not liable, for any and all such personalised applications and content, except as expressly agreed in writing by us.

Waiver and Amendment

Any waiver, modification, or amendment of any provision of the policy or other agreement for our services, initiated by you, will be effective only if accepted in writing and signed by an authorised representative of Haar.

Child Pornography

The use of any of our services to store, post, display, transmit, advertise or otherwise make available child pornography is prohibited. We are required by law and will immediately notify law enforcement agencies when we become aware of the presence of child pornography on or being transmitted through our services.

Adult Content

Some types of adult content are allowed. For example, we would allow nudity or an adult shopping site. 

Illegal Use

Our servers may be used for lawful purposes only. Transmission, storage, or distribution of any information, data, or material in violation of any applicable law or regulation, or that may directly facilitate the violation of any particular law or regulation is strictly prohibited. This includes, but is not limited to: copyrighted material; trademarks; trade secrets or other intellectual property rights used without proper authorisation; material that is obscene, defamatory, constitutes an illegal threat, or violates export control laws. 

Additionally, in purchasing our services, you certify that you and/or the organisation you represent in procuring services from us are not, nor have been designated, a suspected terrorist; is not owned or controlled by a ‘suspected terrorist’; and are not on, are not a member of, related to, associated with, or controlled by any organisations on the list contained in the Annex to Executive Order 13224 and all updates thereto.

We also do not permit any service that can be used to facilitate illegal use or activity, such as torrent, Warez or other file sharing services.

System and Network Abuse, Viruses and Destructive Activities

Violations of system or network security are prohibited and may result in criminal and civil liability.

Use of our services or equipment for creating or sending viruses, worms or Trojan horses, or for pinging, flooding or mail bombing, or engaging in denial of service attacks is prohibited. It is also prohibited for any customer to engage in other activity that is intended to disrupt or interfere with, or that results in the disruption of or interference with, the ability of others to effectively use our services and equipment (or any connected network, system, service or equipment) or conduct their business over the Internet.

Examples of system or network security violations include, without limitation the following: unauthorised access to or use of data, systems or networks, including any attempt to probe, scan or test the vulnerability of a system or network or to breach security or authentication measures without express authorisation of the owner of the system or network; interference with service to any user, host or network including, without limitation, deliberate attempts to overload a system and broadcast attacks; forging of any TCP-IP packet header or any part of the header information in an email or a newsgroup posting

If your web site is found to be the cause of a problem that brings all, or part of our network down, you may be suspended and terminated and may be reported to Law Enforcement Officers if it is found or deemed to be of malicious intent.

Intellectual Property

You will not, without our express written consent, copy, reproduce, republish, or otherwise use any material, in whole or in part, that is located on our website, and customers will not use any of our trademarks, service marks, copyrighted materials, or other intellectual property without our express written consent. Customers will not, in any way, misrepresent their relationship with us or attempt to pass themselves off as Haar.

Governing Law and Sever-ability

This policy and any other agreement for Haar services, will be governed by and construed in accordance with the laws of the United Kingdom without reference to its conflicts of laws principles. Any litigation or arbitration between you and us will take place in the United Kingdom, and you will consent to personal jurisdiction and venue in that jurisdiction. If any provision or portion of this policy or other agreement is found by a court of competent jurisdiction to be unenforceable for any reason, the remainder of this policy or the agreement will continue in full force and effect.

Limitation of Liability

To the maximum extent permitted by applicable law, in no event, and under no theory of law or equity, will we (including without limitation, our executives, directors, officers, attorneys, managers, employees, consultants, contractors, agents, parent companies, subsidiaries, co-subsidiaries with the same parent company as us, affiliates, third-party providers, merchants, licensor’s, or the like) or anyone else involved in creating, producing or distributing our services, be liable for the loss of a domain name, or any business or personal loss, revenues decrease, expense increase, cost of substitute products and/or our services, and any other loss or damage whatsoever, or for any consequential, special, incidental, punitive or indirect damages of any kind arising out of any use of, or any inability to use, any of our services even if we have been advised of the possibility of such damages, our total cumulative liability, if any, to customer, or any third party, for any and all damages related to this polity or our services, including, without limitation, those from any negligence, and act or omission by us or our representatives, or under any other theory of law or equity, will be limited to, and will not exceed, the actual pound amount paid by the customer or the services which gave rise to such damages, losses and causes of actions during the 3 month period prior to the date the damage or loss occurred or the cause of action arose.

Independent Contractors

Nothing in this policy will be construed as creating a partnership or relationship of employer and employee, principal and agent, partnership or joint venture between us and you. Each individual relationship will be deemed an independent contractor at all times and will have no right or authority to assume or create any obligation on behalf of the other, except as may be expressly provided herein.

Affiliate Program

All Affiliate payments are made soon as you reach £100 or currency equivalent. You can not claim commission on your own sign-ups and orders. All affiliate payments are subject to approval.

Professional Services (IT & Cyber Consultancy)

Fees

Professional Services will commence on a mutually agreed upon date. Estimates provided for Professional Services performed on a time-and-material basis are estimates only and not a guaranteed time and cost of completion. Professional Services performed on a fixed fee basis are limited to the scope of services stated in the applicable Order.

Ownership of Deliverables

Professional Services do not constitute “works for hire,” “works made in the course of duty,” or similar terms under laws where the transfer of intellectual property occurs on the performance of services to a payor. The only Deliverable arising from the Professional Services is a report consisting primarily of Haar Cyber’s findings, recommendations and information compiled for purposes of the report. You own the copy of the report (including without limitation any Customer Confidential Information contained in the report) delivered to you (“Deliverable”), subject to Haar Cyber’s ownership of the Haar Cyber Materials. Customer agrees that Haar Cyber exclusively owns any and all software (including object and source code), flow charts, algorithms, documentation, report templates, know-how, inventions, techniques, models, Haar Cyber trademarks and patents, ideas, and any and all other works and materials developed by Haar Cyber in connection with performing the Professional Services (including without limitation all intellectual property rights therein and thereto) (collectively the “Haar Cyber Materials”) and that title shall remain with Haar Cyber. For the avoidance of doubt, the Haar Cyber Materials do not include any Customer Confidential Information or other Customer provided materials or data. Upon payment in full of the amounts due hereunder for the applicable Professional Services, and to the extent that Haar Cyber Materials are incorporated into the Deliverable(s), you shall have a perpetual, non-transferrable (except as expressly provided in Section 13.2, Assignment), non-exclusive license to use the Haar Cyber Materials solely as a part of the Deliverable(s) for your Internal Use.

Evaluation

If Haar Cyber approves Customer’s evaluation use of a Haar Cyber Product (“Evaluation Product”), the terms herein applicable to Products also apply to evaluation access and use of such Evaluation Product, except for the following different or additional terms: (i) the duration of the evaluation is as mutually agreed upon by you and Haar Cyber, provided that either Haar Cyber or you can terminate the evaluation at any time upon written (including email) notice to the other Party; (ii) the Evaluation Product is provided “AS-IS” without warranty of any kind, and Haar Cyber disclaims all warranties, support obligations, and other liabilities and obligations for the Evaluation Product; and (iii) Customer’s access and use is limited to Internal Use by Customer employees only. 

Customer Access and Use Rights

Subject to the terms and conditions of this Agreement (including Haar Cyber’s receipt of applicable fees), Haar Cyber grants Customer, under Haar Cyber’s intellectual property rights in and to the applicable Product, a non-exclusive, non-transferable (exceptions can be granted), non-sublicensable license to access and use the Haar Cyber Products in accordance with any applicable Documentation solely for Customer’s Internal Use during the applicable Subscription/Order Term. Customer’s access and use is limited to the quantity of licenses and Product capabilities stated in the applicable Order.

Customer Responsibilities

Customer acknowledges and agrees that: (i) Customer is required to procure and maintain high-speed Internet service in order to access and use Haar Cyber’s Products; (ii) Customer is responsible for providing accurate, current and complete contact information - including Customer’s legal business name, physical address, email address and phone number - and for promptly updating that information in the event of any change; (iii) Customer is responsible for maintaining the security of any Product account access and login credentials provided to it by Haar Cyber; (iv) Customer shall be responsible for all activities undertaken by Customer’s employees, contractors or Affiliates in connection with their use of Haar Cyber’s Offerings, as well as for any failure to comply with any relevant law or regulation in connection with their use of Haar Cyber’s Offerings.   

Restrictions

The access and use rights set forth in same section (Customer Access and Use Rights) do not include any rights to, and Customer will not, with respect to any Offering (or any portion thereof): (i) employ or authorize a Haar Cyber Competitor to use or view the Offering or Documentation, or to provide management, hosting, or support for an Offering; (ii) alter, publicly display, translate, create derivative works of or otherwise modify an Offering; (iii) sublicense, distribute or otherwise transfer an Offering to any third party (except can be granted); (iv) allow third parties to access or use an Offering; (v) create public Internet “links” to an Offering or “frame” or “mirror” any Offering content on any other server or wireless or Internet-based device; (vi) reverse engineer, decompile, disassemble or otherwise attempt to derive the source code (if any) for an Offering, circumvent its functions, or attempt to gain unauthorized access to an Offering or its related systems or networks; (vii) use an Offering to circumvent the security of another Party’s network/information, or conduct unauthorized surreptitious surveillance, data modification, data exfiltration, data ransom or data destruction; (viii) remove or alter any notice of proprietary right appearing on an Offering; (ix) conduct any stress tests, competitive benchmarking or analysis on, or publish any performance data of an Offering (provided, that this does not prevent Customer from comparing Haar Cyber’s Offerings to other Products or Services for Customer’s Internal Use); (x) use any feature of Haar Cyber APIs for any purpose other than in the performance of, and in accordance with, this Agreement; or (xi) cause, encourage or assist any third party to do any of the foregoing. Customer agrees to use Haar Cyber’s Offerings in accordance with laws, rules and regulations directly applicable to Customer and acknowledges that Customer is solely responsible for determining whether a particular use of an Offering is compliant with such laws.

Installation and User Accounts

Haar Cyber will provide the following Product set-up support at the beginning of Customer’s Subscription/Order Term: (i) introduce Product modules and framework, verify Customer’s requirements to ensure implementation; (ii) set up Customer user accounts and configurations as per the applicable Order or SOW; and (iii) train Customer’s designated users to monitor events and manage Product access.  If utilizing the Haar Cyber API, Haar Cyber will provide the keys necessary to connect and invoke this API. Haar Cyber will additionally provide assistance for technical issues related to the connection and invocation of this API. Haar Cyber will notify Customers of periodic Product updates and enhancements.

Malware Detection

If Haar Cyber detects or discovers a verified malicious file, malicious computer code or malicious link (collectively, “Malware”) affecting a Customer during your use of a Haar Cyber Offering, then Haar Cyber will notify you of the existence of the Malware, along with relevant, available metadata, as appropriate. Haar Cyber shall have the right to review, assess, test, and otherwise analyze any Malware covered by this Section, and the results thereof shall be deemed Haar Cyber Materials (as defined in Section 3.2 of this Agreement). Customer acknowledges and agrees that Customer should not download or access any Malware on or through its own systems and networks and that doing so can infect and damage Customer’s systems, networks and data. Haar Cyber will not be responsible for any loss or damage caused by any Malware that may infect a Customer’s computer equipment, computer systems or networks, computer programs, data or other proprietary material or information due to the actions of Customer’s employees, contractors of Affiliates.

Third Party Services

Haar Cyber’s Offerings may allow Customer to interface with a variety of third party software or services accessed separately by Customer (e.g., Facebook, Twitter, LinkedIn, WhatsApp, Slack, etc.). No endorsement of any such service should be inferred as a result of any Haar Cyber Product integration with a third party service and Haar Cyber is not responsible for the data, operation or functionality of such third party services. While Haar Cyber may, in its sole discretion, customize its Products to interoperate with various third party services: Customer is responsible for complying with the terms and policies of each such third party service, including, without limitation, any payment obligations related thereto; and Haar Cyber cannot guarantee that such third party services will continue to interoperate with Haar Cyber Products.

Third Party Software

Haar Cyber uses certain third party software in its Offerings, including what is commonly referred to as open source software. Under some third party software licenses, Haar Cyber is required to provide Customer notice of the license terms and attribution to the third party. Upon Customer’s written request, Haar Cyber will provide you with licensing terms and attribution information for any third party software related to your use of the Offerings.

Haar Cyber Intellectual Property Rights and Customer Feedback

Haar Cyber Products and Product-Related Services are made available for use or licensed, but not sold, to Customer. Haar Cyber owns and retains all right, title and interest (including all intellectual property rights) in and to its Products and Product-Related Services. Any feedback or suggestions that Customer provides to Haar Cyber regarding its Offerings is non-confidential and may be used by Haar Cyber for any purpose without acknowledgement or compensation; provided, Customer will not be identified publicly as the source of the feedback or suggestion.

Modifications to Haar Cyber Offerings

Haar Cyber may make modifications to its Offerings from time to time and will use commercially reasonable efforts to notify Customers of any material modification. Haar Cyber reserves the right to discontinue Offerings at any time; provided, however, that in the event Haar Cyber elects to discontinue an Offering prior to the end of Customer’s Initial Term or any Renewal Term, Haar Cyber will refund to Customer a pro rata share of any prepaid subscription fees for the remaining portion of the Initial or Renewal Term.

Assignment

Customers may not assign or delegate their rights or obligations under this policy or other agreement for our services, either in whole or in part, without the prior written consent of Haar.

Termination for Bankruptcy or Insolvency

If you become insolvent or any bankruptcy petition is filed by the customer, or any third party against the customer, we may immediately terminate provision of our services to you without prior notice or penalty. Such customer consent to the grant of relief from any automatic stay of proceedings against us in such an event.

Free Domain Names

If your hosting plan came with a free domain name, then the domain names are fully registered to you the same way as it would be if the domain name was purchased by you. The domain name can not be transferred away from us for the first 6 months. Free domain name extensions are restricted to .com, .net, .org, .biz, .info, .co.uk, .org.uk and .me.uk only.

.UK domain name registration

By accepting our terms & conditions you are also accepting the terms & conditions specified by Nominet which can be found at http://www.nominet.uk/go/terms .

Customer Billing Policy

The following constitutes our Billing Policy and applies to all Haar customers.

Payments

All charges are shown in GBP, USD or EUR. We accept Bank Transfer, Credit Card (VISA, MasterCard, Switch, Solo, Electron, Maestro, Delta) and PayPal payments.

All payments are due on the Account Statement Date, which is defined by your chosen billing cycle and is usually the anniversary of the date the account was activated.

If you provide us with your credit card information, you authorise us to automatically charge your credit or debit card for charges that apply to your account. Recurring charges will be posted to your credit/debug card until such time that you cancel your account or change your payment method.

You are responsible for directly updating, or notifying us, of any changes to your credit/debit card (including, but not limited to card number, expiration date, billing address, or card status).

Customers not paying by credit/debit card agree to make payment of their balance due within ten (10) days of the Account Statement Date. Accounts that are seven (7) days past due will be automatically suspended.

All past due and unpaid balances may be subject to collection. In the event of collection, you will be liable for costs of collection including attorney’s fees, court costs, and collection agency fees, invoices will be passed to a debt collection agency once they are 30 days overdue.

Account credit will expire if not used within 12 months of being added.

Late Fee

If an account is not paid by its due date. A late fee of 5% is automatically added to the invoice.

Billing Cycles (Terms)

The Billing Cycle begins on the Service Activation Date. You may elect to change your Billing Cycle at any time. The new Billing Cycle will only take effect at the time of the next renewal. Additional items are non-refundable.

Account Renewals

In order to ensure uninterrupted service to your website, all services will automatically renew at the end of their Billing Cycle. Renewal charges are based on the prevailing rate on the date of renewal according to the service selected. Services are renewed for the same billing cycle as originally purchased. If you wish to cancel a service before its renewal, please refer to the Cancellations section below.

Money Back Guarantee

Our fourteen (14) day money back guarantee is from your initial sign-up date on our Website Hosting packages such as Wordpress/WooCommerce or General Hosting. All other products such as Cloud, Consultancy and Domain names are excluded and do not have a money back guarantee.

All refunds are pro-rata. If a free domain name was included with your hosting service, then £10 will be kept back from the refund to cover the costs.

Cancellations

All Services will automatically renew until they are cancelled. In order to cancel a service, you must contact our Support Department and our customer service representatives will assist you with the cancellation process. Cancellations must be submitted at least 7 days before invoice due date, cancellations after this period will still be required to pay the invoice that is due.

Refunds

Refunds are given if your product has a 14 day money back guarantee and you have given notice at least 48 hours prior to the end of the money back period. Renewals can not be refunded, you must cancel your account to void your invoice at least 7 days before your renewal date.

PayPal subscriptions

It is the clients responsibility to cancel any PayPal subscriptions if you no longer wish to make subscription payments to us. Over payments or duplicate payments will not be refunded however they will automatically add as credit to your account to use on all future invoices so the payment is not lost.

Statements

We do not post paper invoices or statements. Invoices are automatically emailed to your account email address and can be viewed along with any statements using our online portal system.

Hosting Plan Changes

There is no penalty fee for upgrading or downgrading to a different plan, however, you will be charged any difference between the set-up fee and package price applicable to your new and former plans.

Billing/Price Changes

Our policies and prices are subject to change with full notice. Any price changes become effective in the next billing cycle, we will notify you via email of this price change prior to the cost being edited.

Credit Card Disputes/Charge backs

We have a zero tolerance policy for charge backs. Any customer who disputes a credit card payment is subject to suspension and account termination at our discretion. A £15.00 charge back fee will be assessed for each credit card charge back received by us.

Acceptable Use Policy: (For All Customers)

This policy applies to all Haar Cloud Ltd customers and is not product specific. When you sign up for any of our services, you agree to the following:

Your Responsibility

You are required to use our network responsibly and with respect for our other clients. We reserve the right to suspend and/or cancel your service if you use our network in such a way that adversely affects other customers.

While we may monitor services electronically to determine that systems are operating correctly, as a general practice, we do not monitor your communications or activities to determine if they are in compliance with the policy.

However, when we are notified of a violation of this policy, we will take action to stop or correct the violation, including, but not limited to, denying access to our services and equipment. In addition, we may take action against you or one of your clients depending on the type of violation.

If you resell and offer Internet services, you will cooperate with us in any corrective or preventive action deemed necessary. Failure to cooperate is a violation of this policy and we reserve the right to take action which may also affect your other customers or web sites.

Non-Haar Products

Any mention of non-Haar products by us, our employees or any third party entity related to us is for information purposes only and does not constitute an endorsement or recommendation. Haar disclaims any and all liabilities for any representation or warranty made by the vendors of such non-Haar products or services.

Third Party Licenses

We make a reasonable effort to provide you with technologies, developments, and innovations (collectively ‘Technologies’), part of which may be licensed, or co-branded, from or by third party entities. However, Haar makes NO warranty of any kind, either express or implied, regarding the quality, accuracy, reliability, validity, or continued existence of any or all aspects of such Technologies. Moreover, we specifically disclaims all warranties of merchantability and fitness for a particular purpose for such Technologies. Furthermore, no customer will hold us liable in any way for the revocation of any license, which has been licensed to Haar. The use of the Technologies obtained from or through us, or any other referred third party, whether directly or indirectly, is at the sole risk of you the customer.

Unlimited Policy

Our Unlimited plans are designed to make the management of websites simpler, without worry of a typical site going over a disk space limit. They are not designed as a file storage service or a place to keep backups, doing so will result in account suspension or termination. Examples of prohibited uses are:

• File Upload, Sharing, Backup, Distribution and Mirroring websites
• Sharing your account resources with others
• Image or File Dump Sites
• Storing copyrighted materials of which you are not the owner
• Storing media or content that is not related to the active website
• All accounts must be kept within the allocated inode limits. Failure to do so may result in account suspension.

Acceptable Use Policy: Website Hosting

All Website Hosting packages are in a shared hosting environment, meaning multiple customers shared servers and services. This is standard for all Website Hosting providers.

Fair Usage

Website Hosting plans that come with unlimited bandwidth may be asked to upgrade to a Cloud Plan if your website is deemed to have too much traffic which causes slow speeds for other users. This will likely only affect websites causing performance issues to our servers.

Accepting Payments on your Website

The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organisations that handle cardholder information for debit, credit or other payment cards. Our Wordpress/General Hosting service does not comply with PCI DSS due to the nature of a shared hosting environment (many users and websites sharing resources). For PCI DSS we recommend the WooCommerce plans.

You are not permitted to store and manage card details on Wordpress/General Hosting. Any website found storing card details will be suspended.

Please note that we recommend using third-party payment processing gateways (for example paypal, worldpay or skrill) as payments are handled and stored by each third-party merchant respectively.

Inactive Accounts

Accounts in a suspended status for longer than 60 days will be deemed inactive and will be terminated automatically.

Accounts that do not resolve to our servers (either through DNS, A-Records, MX records or CloudFlare) will be seen as a file storage account and the following timeline will apply:

• Notification sent at 14 days inactive
• Account suspended at 30 days inactive
• Account terminated at 60 days inactive

Server Resources

Any website that is deemed to be using a high amount of server resources (such as, but not limited to, CPU time, memory usage, and network resources) will be given the option to either pay for additional resources (depending on which resource is required), reduce the resources used to an acceptable level or upgrade to a Virtual Private Server. We will be the sole arbiter of what is considered to be a high server usage level. Any Website Hosting, Reseller Hosting (and individual clients) account deemed to be adversely affecting server performance or network integrity will be suspended without prior notice.

CGI Scripts

Any scripts that pose a potential security risk or are deemed to be adversely affecting server performance or network integrity will be shut down or will be automatically removed without prior notice. We also do not permit CGI script sharing with web sites not hosted by us.

Chat Rooms

We do not allow Chat Rooms to be installed on Website Hosting and Reseller Hosting platforms as they tend to require significant system resources which could have an adverse affect on other customers.

IRC

We do not allow IRC or IRC bots to be operated on Web Hosting and Reseller Hosting accounts.

Background Running Jobs and Cron Jobs

We may allow ad-hoc programs to run in the background. These programs will be considered on an individual basis and acceptance is not guaranteed. However, most of our control panels allow scheduled tasks or cron jobs to be created.

Server Time zone

All our servers' time zones are set to UK GMT.

Databases

We reserve the right to suspend or remove any databases that cause issues and downtime on any of our servers. Large and busy databases that require a lot of user connections should be hosted on a dedicated or VPS machine. Any database over 2GB in size would be considered as over usage and not suitable for shared hosting.

If your web site is not closing database connections and your web site causes sleeping connections eventually causing high usage to our database server, then your database will be suspended. A £25.00 administration fee may apply to unsuspend any database from our server, however this is only charged if your database causes service outage to other clients.

Disk Usage

Disk usage included with Website Hosting and Reseller Hosting plans includes disk space for databases and email.

Shared hosting accounts including reseller hosting that go over disk space usage will be billed at the end of each month at £2.00 per 1GB disk space used.

Viruses Uploaded to Websites

If your website contains a virus or a virus has been uploaded by the website owner or if the website is hacked in any way, our system will automatically attempt to clean the virus, if this does not happen our system will then attempt to delete the virus. If the virus can not be deleted and several viruses are uploaded your domain name will be suspended from our hosting. You may be charged an administration fee of £10.00 to have the domain name re-enabled.

Backup of Data

We provide 100% backups of all Website Hosting and Reseller Hosting websites, databases & email. We always recommend you regularly make your own backups and always make a backup before you upgrade or change your website, meaning you can then recover to a specific point in time from your own backups. Restores from our nightly backups can be made either directly through your control panel or via a support request. Please note that backups from our vault are stored for up to 10 days only.

We reserve the right to remove any backups you create and store locally.

Service Level Agreement

If your service drops below 100% uptime in any given month you will be credited 10x the amount of downtime to your account. This must be claimed within 7 days of our monitoring dropping below this level.

Any planned maintenance work is exempt from this guarantee and will be ignored. Legacy accounts with sub-reseller enabled have no SLA.

Uptime level is calculated by our status page and monitors only.

Downtime occurring due to natural disasters or DDoS attacks against the network do not count towards the SLA calculations.

Spamming

Sending unsolicited bulk and/or commercial messages over the Internet (known as “spamming”) is prohibited, regardless of whether or not it overloads a server or disrupts service to our customers.

The term “spamming” also includes, but is not limited to, maintaining an open SMTP policy, engaging in spamming using the service of another ISP or IPP and referencing in the spam a web site hosted by us, and selling or distributing software (on a web site residing on one of our servers) that facilitates spamming.

Violators may be immediately suspended. We reserve the right to determine, at our sole and absolute discretion, what constitutes a violation of this provision.

Mass Mailing

Mass mailing / mailing lists are not allowed on our Hosting service.

Anyone who sends mass mail and is found to cause issues to our mail service or IP reputation will have the domain name suspended.

Disk Space

On our shared hosting, email accounts can not exceed 2GB in size, this is enforced to prevent problems caused by backing up large mailboxes.

Acceptable Use Policy: Cloud

Cloud Management

All Cloud packages should be professionally managed by the end user unless a management addon has been purchased and must be kept free from viruses.

Cloud customers who have not purchased managed services can purchase support tickets. Each ticket is £30.00 for 30 minutes support during UK Office hours excluding public bank holidays. Emergency technical support tickets outside of these hours cost £50 per 30 minutes.

Bandwidth Over Usage

Each month your bandwidth will reset on your billing date, if you go over your bandwidth allowance, an invoice will be generated. Bandwidth invoices will be charged anytime within 3-10 days after the invoice was generated.

IP Addresses

Each Server is initially assigned a range of IP addresses. Additional IP addresses can be purchased and are charged per IP address. A maximum of 5 IP addresses are allowed.

You are only permitted to add IP addresses that have been approved by Haar. Adding an IP address to your server that we have not allocated will result in your server being shut-down. Your server will not be re-enabled until you have provided the reason why the unauthorised IP has been added to your server. If you have several servers, you must contact us before moving IPs between servers

Dedicated Server Operating System Reload

Dedicated server customers requiring a OS Reload on a dedicated server can request one by submitting a ticket.

Service Level Agreement (Network)

If your service drops below 100% network uptime in any given month you will be credited 10x the amount of downtime to your account. This must be claimed within 7 days of our monitoring dropping below this level.

Any planned maintenance work is exempt from this guarantee and will be ignored.

Uptime level is calculated by our status page and monitors only.

Downtime occurring due to natural disasters or DDoS attacks against the network do not count towards the SLA calculations.

Complaints Procedure

If you ever need to raise a complaint with Haar, please login to the client area at http://portal.hellohaar.com and submit a ticket to our team who will escalate the complaint for you. Alternatively, you can write to us. 

All complaints are responded to within 48 hours if submitted online, and up to 14 days for postal complaints.

Domain Names and Renewals

Domain name pricing can be found on our domain name registration page at https://www.hellohaar.com/domains domain name renewals are typically the same price as the registration price, however if in the case of a domain name price increase or decrease, we will notify all customers by emails at least 30 days before the pricing increase.

You must have at least 1 active hosting account with us to be able to register & renew domain names with us, we do not allow domain registration only accounts.

When your domain name is due to be renewed we will send you multiple reminders from 60 days before its expiry date. 30 Days before the domain expires we will invoice you for the domain renewal, once this is paid the domain name will instantly be renewed. Invoices that are not paid after 14 days will automatically be cancelled and the domain name will expire. You will need to contact our billing team within 28 days of the invoice due date by submitting a ticket at http://portal.hellohaar.com if you wish to renew your domain name. Note some domain name extension/TLDs may occur a £50 fee for expired domains, we would notify you of this before billing you.

If you decide to transfer to another domain registrar,you can do so anytime at no extra cost from us. However You will need to transfer out your domain name at least 35-40 days before its expiry date to avoid us invoicing you for its renewal. Your new domain registrar may charge you additional costs to transfer in the domain to them depending on the domain name TLD.