Terms of Service

1. Agreement to Terms

These Terms of Service ("Terms") constitute a legal agreement between you ("Customer", "you", or "your") and Knitt, a trading name of Alan Tiller ("Knitt", "we", "us", "our", or "Company"). By accessing, browsing, or using our website or services, you agree to be bound by these Terms. If you do not agree to abide by the above, please do not use this service.

Knitt is a UK-based web hosting and domain registration provider operating on infrastructure provided by IONOS. Our services are subject to this agreement and the general terms provided by our infrastructure provider.

2. Services Provided

Knitt provides the following services ("Services"):

• Web hosting services (shared hosting, WordPress hosting, and reseller hosting)
• Domain name registration and management
• Email hosting and mailbox services
• SSL certificates
• Managed hosting and migration services
• Technical support and customer service

All services are provided subject to our infrastructure provider's service specifications, which are available at IONOS, and this Agreement.

3. Account Registration

To use our Services, you must:

• Create an account with accurate and complete information
• Maintain the confidentiality of your account credentials
• Accept responsibility for all activities that occur under your account
• Notify us immediately of any unauthorized use of your account
• Provide current contact information including a valid email address

4. Acceptable Use Policy

You agree that you will not use our Services to:

• Transmit or store any unlawful, threatening, abusive, defamatory, obscene, or otherwise objectionable material
• Engage in any form of harassment, bullying, or discrimination
• Send unsolicited email, spam, or bulk communications
• Engage in phishing, hacking, or unauthorized access attempts
• Distribute viruses, malware, or other harmful code
• Infringe upon intellectual property, copyright, or trademark rights
• Facilitate the sale of illegal goods or services
• Violate any applicable laws and regulations
• Engage in resource-intensive activities that degrade service quality for other customers
• Perform repeated CPU usage at levels that degrade other accounts
• Transmit unsolicited advertising or promotional material

For our full Acceptable Use Policy, please see here.

5. Hosting Services

5.1 Service Specifications: The specifications for each hosting package, including disk space, bandwidth, databases, and mailboxes, are as listed on our website at the time of purchase. These specifications are subject to change at our sole discretion with 30 days' notice.

5.2 Free Domain Promotions: Where a free domain promotion is offered with a hosting plan, eligibility, included extensions, and term length are as stated on the order page at purchase. If hosting is terminated early, applicable domain registration fees may become payable.

5.3 Multiple Domains: Domain capacity and add-on domain limits depend on your selected plan and platform constraints as listed on our website at purchase.

5.4 Payment Card Data Compliance: Knitt does not provide legal or certification guarantees that your website or application is PCI DSS compliant. If you process payment card data, you are responsible for determining and meeting any applicable PCI DSS requirements with your payment providers and implementation choices.

5.5 Storage Limitations: Mailbox and storage limits are plan-dependent and may be enforced to maintain platform stability and fair usage.

5.6 Email Deliverability: We do not warrant that emails sent to or from your mailboxes will be delivered. We implement spam filtering which may prevent some legitimate emails from being received or sent. These filters are at our sole discretion and cannot be disabled.

5.7 Backups: While we provide regular backups as part of our service, backups are provided "as-is" without guarantee. You remain responsible for maintaining your own backups, particularly for critical data. We are not liable for data loss despite our backup procedures.

5.8 Migration Services: If we provide migration assistance, we will use reasonable efforts to transfer your content. We may require your assistance in the process, and we do not guarantee compatibility changes to customer code or third-party software.

6. Domain Registration Services

6.1 Registration Period: Domains are registered for 12 months unless otherwise specified. You are responsible for renewing your domain before expiration. We will attempt to send renewal reminders, but we are not liable if you fail to receive them.

6.2 WHOIS Privacy: WHOIS privacy is not available on certain domains such as .co.uk, .org.uk, and .uk. Your registrant information will be publicly available for these extensions.

6.3 Transfer Locks: Domains are locked to prevent unauthorized transfers by default. You can unlock your domain from your account dashboard. Us releasing a domain to another registrar may take up to 5 business days following receipt of an authorization code.

6.4 Domain Disputes: Domains registered with Knitt are subject to ICANN transfer policies and domain administration rules. Disputes regarding domain ownership must be resolved through official dispute resolution procedures and are not our responsibility.

7. Fees and Billing

7.1 Pricing: All prices are as listed on our website at the time of purchase. Prices exclude VAT which is charged at the applicable current rate for your jurisdiction.

7.2 Billing Cycles: Services are billed in advance according to the selected billing period (monthly, annually, or as otherwise specified). Your card will be charged on the date specified in your order.

7.3 Payment Methods: We accept payment by credit/debit card through our secure payment processor. You authorize us to charge your provided payment method for all fees and charges incurred.

7.4 Failed Payments: If your payment fails, your account may be suspended. Repeated payment failures may result in account termination. You are responsible for maintaining valid payment information.

7.5 Refund Policy: If you are not completely satisfied with our hosting services within the first 30 days of purchase, we will provide a full refund of service fees (excluding domain registration fees which are non-refundable). Refunds requested after 30 days are subject to our sole discretion.

7.6 Price Changes: We reserve the right to change our prices with 30 days' written notice. Existing customers will be notified of price increases on renewal.

8. Service Availability and Support

8.1 Service Level Agreement: We target 99.9% uptime for our hosting infrastructure (as measured monthly). For details on our SLA, exclusions, and remedies, please see our Service Level Agreement.

8.2 Technical Support: We provide technical support via email and through our support ticketing system. Support is provided during UK business hours with best-effort response times. Premium support options may be available for an additional fee.

8.3 Maintenance: We perform routine maintenance on our servers to ensure security and performance. We will endeavor to provide advance notice of scheduled maintenance. Emergency maintenance may be performed without notice.

8.4 Service Suspension: We reserve the right to immediately suspend your service without notice if we believe you are violating this Agreement or applicable laws. Violation of the Acceptable Use Policy will result in suspension.

9. Data and Content

9.1 Your Responsibility: You are solely responsible for the content you store on our servers and for backing up all important data. We are not responsible for any loss, corruption, or unauthorized access to your data.

9.2 Suspension of Expired Accounts: We reserve the right to suspend and delete accounts that have been unpaid for more than 30 days. Data on suspended servers may be deleted after 30 days of suspension.

9.3 Malware and Compromise: If your website is compromised with malware, hacked, or poses a security risk to our infrastructure, we may suspend your account immediately to protect our network. We are not liable for damages resulting from such suspension.

9.4 Third-Party Content: You warrant that all content on your website is either owned by you, licensed to you, or in the public domain, and does not infringe any third-party rights.

10. Reseller Hosting

If you have purchased a Reseller Hosting package, the following additional terms apply:

10.1 Resale Restrictions: You may resell hosting services to third parties within the parameters of your reseller package. You may not resell services in a manner that violates our Acceptable Use Policy or our infrastructure provider's terms.

10.2 Customer Responsibility: You are responsible for the conduct and compliance of your end customers. Any violation by your end customers is your responsibility, and we may suspend your account if your end customers violate the Acceptable Use Policy.

10.3 API Access: If API access is provided, you may only use it for legitimate reseller purposes. Unauthorized use, scraping, or abuse of the API will result in immediate termination.

11. Limitation of Liability

To the fullest extent permitted by law, in no event shall Knitt be liable for any indirect, incidental, special, consequential, or punitive damages, including lost profits, data loss, or business interruption, even if we have been advised of the possibility of such damages. Our total liability for any claim will not exceed the amount you paid for the services in the 12 months prior to the claim.

12. Warranty Disclaimer

Our services are provided "as-is" without any warranties, express or implied, including merchantability, fitness for a particular purpose, or non-infringement. We make no warranty that our services will be uninterrupted, error-free, or free from harmful code.

13. Termination

13.1 Termination by You: You may terminate your account at any time by providing written notice and paying any outstanding fees. Data will be retained for 5 business days following termination to allow retrieval.

13.2 Termination by Us: We may terminate your account immediately if you violate this Agreement or applicable law. We may also terminate your account for inactivity (12+ months without payment or login) with 30 days' notice.

13.3 Effect of Termination: Upon termination, your access to all services will cease, and any data on our servers will be deleted unless you choose to receive a backup.

14. Indemnification

You agree to indemnify and hold harmless Knitt, our officers, employees, and agents from any claims, damages, losses, or expenses (including attorney's fees) arising from your use of our services, your violation of this Agreement, or your infringement of any third-party rights.

15. Governing Law

These Terms are governed by the laws of England and Wales, without regard to conflicts of law principles. You agree to submit to the exclusive jurisdiction of the courts of England and Wales for any disputes arising from these Terms.

16. Modifications to Terms

We reserve the right to modify these Terms at any time. Changes will be effective upon posting to our website. Your continued use of our services constitutes acceptance of modified Terms. We will notify existing customers of material changes via email.

17. Severability

If any portion of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

18. Contact Information

If you have any questions or concerns regarding these Terms, please contact us: