SERVER ABUSE

All services provided by Europhase UK Limited may be used for lawful purposes only. Transmission, storage, or presentation of any information, data or material in violation of any United Kingdom, or any International laws is prohibited.

Some Examples of Unacceptable Content:

The following list is not exhaustive, but it will indicate the sort of material you are not permitted to host:

* Copyright material.
* MP3 files containing copyright music, unless you created the music yourself and own the copyright.
* Material we judge to be threatening or obscene.
* Material protected by trade secret and other statute.
* Pornography, including sites that links to such content.
* Escort services or anything related to prostitution.
* Pirated software, also known as warez.
* Hacker programs or archives, including sites that link to such content.
* Hate propaganda.
* Reselling proxy services
* Promotion of illegal activities.
* Web sites promoted by spam or involved in spamming.
* IRC or IRC bots.

If you are unsure whether or not your site falls into these categories please contact europhase

SPAM AND UNSOLICITED EMAIL

Europhase UK Limited takes a zero tolerance approach to the sending of Unsolicited Email (SPAM). Very simply this means that Clients of Europhase UK Limited may not use or permit others to use our service for sending SPAM Emails. Clients of Europhase UK Limited may not host, or permit hosting of, sites or information that is advertised by SPAM from other services. Violations of this policy carry severe penalties, including termination of service.

If you spam, we will see you doing it, your account will be terminated and you will not get a refund.

We understand that bulk email is an important mechanism for keeping people informed. However, spamming (unsolicited advertising), from the Europhase UK Limited network, or spamvertising (unsolicited advertising of) sites hosted on the Europhase UK Limited network is STRICTLY prohibited.

Please read the Spamhaus mailing list guidelines which give more detal on verification.

Failure to meet the acceptable criteria for bulk mail may lead to immediate termination. Additionally, if such actions have caused mail servers or IP address ranges on the Europhase UK Limited network to be blacklisted, Europhase UK Limited reserves the right to assess a £100 charge to the customer account. This fee is set to cover administrative costs associated with removal from such lists.

BULK EMAIL AND MAIL LISTS

Users who maintain email lists, or send emails to more than 10 recipients at a time, or send more than 1,000 emails in a 30-day period must maintain complete and accurate records of all consents and opt-ins and provide such records to Europhase UK upon its request and allow any party sent email to remove itself automatically and permanently. If a user cannot provide positive and verifiable proof of such consents and opt-ins, Europhase UK will consider the mass mailing to be unsolicited and take appropriate action to ensure the quality of our network.

PROTECTING SERVER RESOURCES

Each server has a limited amount of processing power and memory. We have found most our customers to stay within "reasonable limits", but sometimes people do cause problems for other users by using too many resources.

If you are a shared hosting customer you may not:

* Provide hosting for third parties, unless you have a proper reseller account.
* Link to CGI scripts running on your account from other domains (e.g. banner exchanges).
* Use more than 10% of system resources on the server.
* Send more than 1000 emails in any hour.

Bulletin boards are permitted, provided they stay within the 10% server usage limit explained above.

We allow you (subject to a suitable hosting plan) to run programs which run continually in the background (known as cron jobs). However, these must not overload the server or affect other users' sites. We will remove cron jobs that are affecting server performance.

10% SERVER RESOURCES RULE

If your account regularly uses more than 10% of the server's processing resources we will suspend the domain account involved and send an email to the billing email address we have on file. This protects you because it means we will be removing other accounts which could jeopardize the operation of your web site. Please note that is this a last option and we will always try to make contact before suspending your website. We do reserve the right to suspend it if we are unable to make contact with you.

In the case of a suspension for processor usage there will be no refund of any prepaid hosting fees, owing to the possible loss of revenue or customers that breaching this rule is likely to cause.

We may offer virtual private server or a dedicated server for an additional charge or you may agree to remove the aspect of your account which is causing the problem. If no agreement is possible or your account is simply not hostable on a shared server we will send a backup of all the site data including databases on an IBM compatible PC format Encrypted CD by postal delivery. We may, at our discretion, make available a downloadable copy of the account data for a period of 24 hours.

BANDWIDTH USAGE

Each hosting plan we provide has a set amount of bandwidth available per month. We monitor this usage and if your site goes over the limit it will be suspended until your new month begins. If you do not wish to wait until the next month you can upgrade your hosting plan to one with more bandwidth. If you are concerned about going over your limit you should check your bandwidth usage in the control panel in the middle of the month and contact us if you think you will go over.

TELNET / SSH / SHELL ACCESS

Europhase UK Limited provides SSH (secure telnet) access on some accounts on request. SSH access is provided for the purpose of testing scripts and carrying out site maintenace. It is not provided for any other purpose and there is no warranty of any kind should SSH fail to function for off server connections or activities. We reserve the right to withdraw SSH access at any time without notification. Customers are not permitted to run CGI or PHP shell emulation programs.

30 DAY MONEY BACK GUARANTEE

All of our shared hosting and reseller plans are supplied with a 30 day money back guarantee. The full wording of the guarantee (where applicable) is given below:

We are so confident you will be happy with our web hosting services that we offer a 30 day, no quibble money back guarantee.

If you are unhappy with any aspect of our service, and we are unable to put things right to your satisfaction, we will refund all web hosting charges paid by you (less 10% to cover credit card commission and associated charges).

To claim on this guarantee you must notify us of your wish to cancel an account within the first 30 days following activation and request a refund.

There are only four conditions:

1. There must have been a technical problem of some sort with the account which has been recorded with our Helpdesk - we are unable to issue a refund because you have found a cheaper offer.
2. Because domain name registration fees are passed on by us to the registration authorities we cannot refund these.
3. We reserve the right to pass on any excess bandwidth charges incurred by you in the first 30 days.
4. If a chargeback or dispute is raised we reserve the right to charge an admin fee due to the work involved.

The 30 day money back guarantee does not apply to dedicated servers because of the time and cost involved in setting up the servers.

UPTIME SLA GUARANTEE

If your web site down time exceeds this level in any calendar month, we will offer a 5% credit to your account for every hour the site is down. In order to receive credit for your down time, you must submit a ticket from our client area to request this within 30 days of the occurrence

DEDICATED SERVER REINSTALLS

If your require a reinstall on one of our dedicated server products we will charge a set fee of £25 per reinstall. We are required to charge this fee due to the time it takes a member of our staff to visit the datacenter to install and configure your operating system.

ACCOUNT CANCELLATIONS

By ordering services from us you agree to abide by these cancellation procedures. Before we cancel an account we need to make sure it really is the site owner requesting the cancellation.

To cancel an account please login to our helpdesk (http://www.europhase.net/client-area/) and then select Hosting Packages > Select Package > View Details > Request A Cancellation

Changing a domains DNS to another provider or transferring a domain away from Europhase UK Limited does not constitute a cancellation request. A cancellation request must be submitted to our helpdesk and we will then confirm the cancellation date back to you

When an account is cancelled, all of its files and backups we store are securely erased and are not recoverable.

LIMITATIONS OF SUPPORT

We want your web site to be a success, because that way you will want to renew your account and continue using our service. We will do our best to help you, so please contact technical support if you have any difficulties. However, customers sometimes get confused about what constitutes a realistic level of technical support so we need to explain this in detail. Our technical support is limited to the service as originally provided (web hosting and email)

We will not provide support with:

* Any adaptations you have made to our service to take it away from its original specification.
* Scripts you have installed or written (CGI, Perl, PHP etc).
* Web design issues or the content of your web site.
* Problems with software not provided by us (e.g. FTP programs, web design programs or email software).
* Modifications you have made to scripts installed using our control panel (e.g. the "CGI center").

Support is provided via an online support manuals and our technical support department (via our Helpdesk).

We provide support in English only and we strongly recommend you have good conversational English before you sign up for any services with us.

Europhase UK Limited will not be held liable for any loss or damage caused by inability to use the services correctly by its customers.

PASSWORDS

We will provide you with a username and password for accessing your account. This will be sent to the email address you entered into our order form. If you lose your password we can resend it to the same email address. If your email address has changed you will need to supply proof of your identity before we will provide the password, to prevent anyone gaining unauthorized access to our customers' accounts. It is in your interests that we verify your identity before issuing a password.