Terms & conditions for our customer portal

Please note: The word “you” when used in this document refers to you, the client. The words “we” & “us” refers to Prystine Web Solutions Ltd.

Introduction

These terms & conditions will apply to the purchase of the services by you, when making a purchase directly through our customer portal (https://my.prystine.co.uk).

Please be aware, by ordering any of our services, you agree to be bound by these terms & conditions. You can only purchase services from our website if you are eligible to enter into a contract and are at least 18 years old.

Who we are

We are Prystine Web Solutions Ltd, a company registered in England and Wales under number 12513859. Our registered office is 23 Barberry Drive, Didcot, OX11 6JY with the email address: support@prystine.co.uk and telephone number: 01235 364 545. We are VAT registered and our VAT number is: GB421674703

Legal & Liability

We resell server space & other hosting services from 20i, Vultr and AWS. We have very little influence over the activity that takes place at the data centres, therefore, we do not accept any liability for downtime, loss of content or loss of profits as a result. That being said, the companies & their data centres do maintain an uptime SLAs of over 99.9% and past performance has indicated this to be true.

Email hosting

Our email hosting is supplementary to our website hosting. The number of email accounts you may have are based on your hosting plan. Each mailbox comes with a 10GB storage quota as standard. Additional storage can be purchased via our customer portal.

Insurance

We strongly advise that you procure your own insurances regarding your website & emails, including cyber security insurance, as they are not covered by our own insurance policies.

Payments, Auto-renewals, Cancellations & Refunds

Auto-renewals

When purchasing hosting or hosting related products (such as domains, SSLs, mailbox extensions and so on) via our customer portal, the products are set to auto renew as default based on the selected billing terms (e.g. monthly, yearly, biennially etc.) at checkout.

Renewal invoices are typically generated 14 days before the service is due to renew. This allows you to renew early for essential services if you wish. If no action is taken, payment will be collected automatically using your chosen payment method on the service expiry date.

Auto-renewal can be turned off by logging into https://my.prystine.co.uk/login and navigating to My Account → Renewals.

Please note: if a renewal invoice has already been generated, cancelling the auto-renewal within this 14-day period will not automatically cancel the invoice. In these cases, the invoice will need to be amended manually by our support team, please email support@prystine.co.uk for assistance.

Cancellation policy

You may cancel your service(s) with us by writing to support@prystine.co.uk. We will acknowledge the cancellation and inform you of any outstanding bills and what the next steps are in terms of migrating your services away from us within 72 hours.

Alternatively, you can disable auto renewals via our customer portal under My Account > Renewals.

Refund policy

General

Refunds for services and products are at our discretion.

Hosting

Providing a refund for hosting that has been paid for and will not be utilised is at our discretion.

Example: If you pay for website hosting on an annual basis and decide to cancel after 8 months, we may choose to refund you for the 4 unused months.

Domains, paid-for SSLs & other services

We do not provide a refund for any domain, SSL or other service/product that’s been purchased. All sales are final.

Payment policy

Payment will be taken when the order is made at checkout.

Payment methods

You have the option to pay via debit or credit card. We use Stripe as our payment gateway provider which supports a variety of card types.

Failed payments

Any failed or missed payments, for example if your card has expired, may lead to a disruption and/or loss of services.

Inflation

We reserve the right to increase the price of our services each year in January, in line with the Consumer Rate Index.

Other price increases

We reserve the right to increase the price of our services each year as our supplier costs increase, amongst other factors.

Retention of Data & Assets

It is your responsibility to ensure you have adequate backups as upon leaving our services:

Website files, media assets & databases will be removed and deleted immediately, with no data-retention.
Email accounts that are hosted on our platform will be removed and deleted immediately, with no data-retention.
Customer data will be removed and deleted after 90 days of leaving our services.
Any other data will be removed within 30 days, unless agree otherwise.

Agreement

When buying a service or product from us, you, the client, have read, understood and agree to our terms and conditions outlined above.