Terms of Service
Effective 7 November 2026
1. About these terms
These terms form the agreement between you and ThePremierHosting ("we", "us", "our") for the supply of virtual private servers, dedicated servers, streaming servers, storage servers, web hosting, game servers, domain names and related services (the "Services"). By placing an order or using a Service you accept these terms together with our Acceptable Use Policy, Refunds & Cancellation Policy, Service Levels and Privacy Policy, which form part of this agreement.
If you order on behalf of a business, you confirm that you have authority to bind that business, and "you" means the business. You must be at least 18 years old to order.
2. Orders and acceptance
- Placing an order through our website is an offer to buy. We accept it when we email you a confirmation or invoice. We may decline an order, for example if hardware is out of stock, a price was shown in error, or we can't verify your identity or payment.
- Dedicated, streaming and storage servers are built to order. We confirm the exact hardware and availability before invoicing. If we can't supply the configuration you chose, we will offer an equivalent or cancel the order at no cost to you.
- Configuration prices shown in the website configurator are calculated from the options you select. The invoice we send is the binding price.
3. Prices, billing and payment
- Prices are in pounds sterling (GBP). Where VAT applies it will be shown on your invoice.
- Services are billed in advance for the billing cycle you choose (monthly unless you select another cycle). Your Service is provisioned once payment has cleared.
- Services renew automatically at the end of each billing cycle until cancelled. Renewal invoices are issued before the due date. Domain names renew at the renewal price shown at the time of renewal.
- If an invoice is unpaid on its due date we may suspend the Service. If it remains unpaid 7 days after suspension we may terminate the Service and delete its data. We are not responsible for data lost because a Service was terminated for non-payment.
- We may change prices for future billing cycles by giving you at least 30 days' notice by email. If you don't accept a change, you can cancel before it takes effect.
4. Delivery
Cloud VPS and Streaming VPS Services are normally delivered automatically once payment has cleared. Dedicated, streaming and storage servers are normally delivered within 1 to 5 business days. Delivery times are estimates, not guarantees, and depend on hardware availability.
5. Your responsibilities
- You are responsible for everything that runs on your Service, including the operating system, software, configuration, security patches, firewall rules and content.
- You are responsible for keeping your own backups. Unless you have bought a backup service from us, we do not back up the data on your Service.
- Keep your login details, SSH keys and IPMI credentials secure. You are responsible for all activity under your account and Services.
- Give us accurate contact and billing details and keep them up to date. Domain registrant details must be accurate as required by the relevant registry.
- Comply with our Acceptable Use Policy and all applicable laws.
6. Our responsibilities
We will supply the Services with reasonable skill and care, maintain the network and hardware under our control, and provide support as described in our Service Levels. Planned maintenance will be announced in advance where reasonably possible.
7. Suspension
We may suspend a Service without notice where reasonably necessary to protect our network, other customers or third parties, for example during a denial-of-service attack, a security compromise, a serious breach of the Acceptable Use Policy, or where required by law or a court order. We will tell you the reason and restore the Service as soon as the issue is resolved.
8. IP addresses and domains
IP addresses assigned to your Service remain ours or our upstream provider's and are not transferable. Domain names you register through us are registered in your name and remain yours, subject to payment and the registry's rules.
9. Liability
- Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or any other liability that cannot be limited by law.
- If you are a business customer, we are not liable for loss of profits, revenue, business, goodwill, data, or any indirect or consequential loss, and our total liability in any 12-month period is limited to the fees you paid for the affected Service in that period.
- If you are a consumer, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care. We are not responsible for loss that was not foreseeable, or for business losses.
- Service credits under our Service Levels are your sole remedy for downtime, except where the law gives you other rights.
10. Cancellation and termination
You can cancel a Service at any time as described in our Refunds & Cancellation Policy. We can terminate this agreement on 30 days' notice, or immediately if you seriously or repeatedly breach these terms or the Acceptable Use Policy. When a Service ends, its data is deleted and cannot be recovered, so retrieve anything you need before cancellation takes effect.
11. Changes to these terms
We may update these terms. We will email you at least 30 days before a material change takes effect. Continuing to use a Service after that date means you accept the updated terms.
12. General
If any part of these terms is found unenforceable, the rest remains in force. A delay in enforcing a right doesn't waive it. You may not transfer this agreement without our consent. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction, except that consumers living in Scotland or Northern Ireland may bring proceedings in their local courts.
Privacy Policy
Effective 7 November 2026
This policy explains how ThePremierHosting collects and uses personal data when you visit our website, contact us or buy Services. We are the controller of this data under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
What we collect
| Data | When | Why | Lawful basis |
|---|---|---|---|
| Name, email, company, phone or messaging handle | Contact form, cart checkout | Reply to you, confirm and invoice your order, provide support | Contract, or steps before a contract |
| Order details: products, configuration, domains, hostname, OS preference, notes | Cart checkout | Build and deliver your Services | Contract |
| Billing records and invoices | When you pay | Accounting and tax obligations | Legal obligation |
| Domain registrant details | Domain orders | Register the domain with the registry | Contract, legal obligation |
| IP address and browser user agent | Form submissions and website requests | Fraud prevention, rate limiting, security | Legitimate interests |
| Support and abuse correspondence | When you write to us | Resolve your request, protect our network | Contract, legitimate interests |
We do not sell your personal data, and we do not use it for advertising profiles. We send marketing emails only if you ask to receive them, and you can opt out at any time.
Who we share it with
- Infrastructure providers in the Netherlands and the EU that host the hardware and network for your Services.
- Cloudflare, which provides DNS, security and content delivery for this website.
- Domain registrars and registries, for domain orders, as required by their rules.
- Payment processors, to take payment for invoices.
- Professional advisers and authorities, where required by law or to establish or defend legal claims.
Some providers may process data outside the UK. Where they do, we rely on UK adequacy regulations or the International Data Transfer Agreement or Addendum to protect it.
How long we keep it
- Enquiries that don't lead to an order: up to 24 months.
- Customer account and order records: for the life of your account and 6 years afterwards, for accounting and tax purposes.
- Server access and security logs: up to 90 days unless needed to investigate an incident.
Your rights
You have the right to access your personal data, have it corrected, have it erased, restrict or object to processing, and receive it in a portable format. Where we rely on consent, you can withdraw it at any time. To use any of these rights, contact us through the contact form. We will respond within one month.
If you're unhappy with how we handle your data, you can complain to the Information Commissioner's Office at ico.org.uk. We'd appreciate the chance to resolve it first.
Security
The website is served over HTTPS only. Order and enquiry records are stored on access-controlled systems available only to staff who need them.
Acceptable Use Policy
Effective 7 November 2026
This policy applies to every Service and to anyone using a Service, including your own customers and users. You are responsible for their compliance.
You must not use the Services to:
- Break any law in the UK, the Netherlands or the place the Service is used.
- Host, distribute or link to child sexual abuse material. We report it to the relevant authorities immediately and terminate the Service without notice.
- Infringe copyright, trade marks or other intellectual property rights, including distributing or streaming content you don't have the rights to.
- Send unsolicited bulk email, or host websites or services advertised by spam.
- Run phishing pages, distribute malware, or operate botnet command-and-control infrastructure.
- Launch or facilitate denial-of-service attacks, port scans, brute-force attempts or vulnerability scans against systems you don't own or have written permission to test.
- Gain unauthorised access to any system, network or account.
- Run open proxies, open mail relays or open DNS resolvers that can be abused by third parties.
- Host content that incites violence, promotes terrorism, or harasses or threatens individuals.
- Interfere with our network or other customers, for example by spoofing IP or MAC addresses or using IP addresses not assigned to you.
Resource use
"Unmetered" bandwidth means we don't charge per gigabyte at the port speed included in your plan. It does not permit use that degrades the network for others. On shared VPS hosts, sustained use that harms other customers, such as continuous full-CPU cryptocurrency mining, may be limited after we contact you.
Enforcement
If we receive a credible complaint or detect a breach, we will normally contact you and give you a reasonable time to fix it. For serious or illegal activity, or activity harming our network, we may suspend the Service immediately. Repeated or serious breaches may lead to termination without refund.
Refunds & Cancellation
Effective 7 November 2026
Cancelling a Service
You can cancel any Service at any time by contacting us. Cancellation takes effect at the end of the current billing cycle, and you won't be billed again. The Service stays active until then. To stop a renewal, cancel before the next invoice due date.
Your 14-day right to cancel (consumers)
If you are a consumer, the Consumer Contracts Regulations 2013 give you 14 days from the day we accept your order to cancel without giving a reason. Because our Services start when you ask us to, by placing an order for immediate provisioning you ask us to begin within the cancellation period. If you cancel within 14 days, we will refund what you paid minus a proportionate amount for the time the Service was provided.
This right does not apply to domain registrations once submitted to the registry, or to custom-built hardware configurations once we have started building them to your specification, because these are made to your requirements.
Refunds
- Payments for the current billing cycle are not refunded when you cancel part-way through it, except as required by law or as set out above.
- One-off setup fees for optional extras, such as engineer-installed custom operating systems, are non-refundable once the work is done.
- Domain registration and renewal fees are non-refundable once processed.
- If we can't deliver a Service you have paid for, we will refund you in full.
- Services terminated for breach of our Acceptable Use Policy are not refunded.
Refunds are made to the original payment method within 14 days of being agreed.
Service Levels
Effective 7 November 2026
Support
Contact support through the contact form on our website. We aim to give a first response to support requests within 8 business hours, and faster for outages affecting a live Service. Business hours are 09:00 to 17:30 UK time, Monday to Friday, excluding UK public holidays.
Dedicated, streaming and storage servers
Hardware is covered by Service Level 1: a response within 8 business hours and hardware replacement by the next business day after a fault is confirmed. Replacement covers failed components we supplied. It does not cover recovering data from failed drives, so use RAID and keep backups.
Cloud VPS
VPS hosts run on redundant hardware. If a host fails, we work to restore service as quickly as possible and keep you updated.
Planned maintenance
We give at least 48 hours' notice of planned maintenance that may interrupt your Service, except for urgent security work.
Exclusions
Service levels don't apply to downtime caused by your own software, configuration or actions, attacks targeting your Service, suspension under our terms, or events outside our reasonable control.
Abuse & Copyright
Effective 7 November 2026
Reporting abuse
To report spam, phishing, malware, attacks or other abuse coming from our network, use the contact form and choose "Abuse report". Include the IP address or URL, the date and time with timezone, and evidence such as log extracts or full email headers. We investigate every report and will normally act within 2 business days, or immediately for serious cases.
Copyright and intellectual property
If you believe content on our network infringes your copyright or other rights, send a notice through the contact form with:
- Your name, contact details, and the rights holder you represent.
- Identification of the work you say is infringed.
- The exact URL or IP address of the infringing material.
- A statement that you believe in good faith the use is not authorised.
- A statement that the information in the notice is accurate and that you are the rights holder or authorised to act for them.
We will pass valid notices to our customer and require them to remove the material or respond. If they don't, we may suspend the Service. Customers who believe a notice is mistaken can send a counter-notice through the same form.
Law enforcement
We respond to lawful requests from law enforcement and courts. Requests should be made through the contact form and include the legal basis for the request.
Data Processing
Effective 7 November 2026
This section forms our data processing agreement with business customers for any personal data stored on your Services. For that data you are the controller and we are a processor under Article 28 of the UK GDPR.
- We process data on your Services only to provide the Services and on your documented instructions, which are these terms and your use of the Services.
- We don't access data on your servers except where needed to provide support you ask for, to deal with a security incident or abuse, or where required by law.
- Everyone who may access customer data is bound by confidentiality.
- We maintain appropriate technical and organisational security measures, including physical security at the data centre and restricted administrative access.
- You authorise the use of our infrastructure providers in the Netherlands and the EU as sub-processors. We will tell you before adding or replacing a sub-processor, and you may object.
- We will notify you without undue delay after becoming aware of a personal data breach affecting your Services.
- We will help you, where reasonable, to respond to data subject requests and with data protection impact assessments.
- When a Service ends, its data is deleted. Retrieve any data you need before cancellation takes effect.
- We will make available the information reasonably needed to demonstrate compliance with this section.
Company information
Who we are
ThePremierHosting provides dedicated servers, virtual private servers, streaming and storage servers, web hosting and domain registration. Our servers are hosted in the Netherlands.
Contact us through the contact form for sales, support, billing, privacy requests and abuse reports.