Revision 3: 17/05/2015
Last revision change log: Structural and layout changes to content
0. General Terms and Definitions
0.1 This agreement is between Cloud Unboxed Limited - registered in England and Wales at 78 Front Street, Chester-le-Street, Durham, DH3 3BB with company number 08808740 - (herein referred to as "We" or "Us" or "Our") and You as the Customer (herein referred to as "You" or "Your" or "Customer" or "Customers" or "Client" or "Clients") regarding Our hosting products and services. The use of "Staff" or "Agent" or "Agents" herein refers to any employee, director or representative of Cloud Unboxed Limited.
0.2 The use of "Account" or "Accounts" or "Package" or "Packages" or "Product" or "Products" or "Service" or "Services" herein signifies any product or service We make available, including but not limited to: web hosting, cloud web hosting, business web hosting, reseller web hosting, domain name registration, domain name transfer, DNS hosting, VPS, cloud server, hybrid cloud server, private cloud, private cloud server, server backup, server management.
0.4 We provide all customer, technical and billing support in English only. We cannot be held responsible in any way for problems, issues or faults due to translation and/or language breakdown.
1. Collection of information
1.1 When registering or placing an order with Us, You will be asked to supply Your personal and/or business information which may include Your Name, Address, Post/Zip Code, E-mail Address, Website Address, Telephone Number, Credit/Debit Card information, PayPal Account information and other similar informations.
1.2 Our web sites make use of some advanced scripts and utilities which enhance Your experience and help the sites work at their full potential. Some pages and parts of Our sites may take advantage of “cookies” which are small text files stored on Your device, and can contain information on any personalisations You have made on Our sites, contain login hashes and information, or tell Our servers that You have been to the same web page more than once. Cookies can only be read by the domain that has created them (i.e. www.cloudunboxed.net) and are not capable of executing programs or installing malware. Most web browsers accept cookies by default, but if this is of concern to You then You can disable cookies in the options (or preferences) of Your browser. Please note, disabling cookies may render parts of Our web sites inoperable to You.
1.3 Our web site contains a “contact form” which allows You to input data to be forwarded to Our Customer Support Team. Reasons for using Our contact form can include sales enquiries, technical support or otherwise. Due to the nature of these contacts and the likelihood that We need to return or act on Your message, We always ask You to include Your personal and/or business details. It is important to know that when You send the contact form after completion, the IP Address used to send the form is captured and contained in the message which is delivered to Us for security purposes. Once You have sent your message, this is forwarded to Our secure ticketing platform. A member of Our Customer Support Team will read Your message and act accordingly. We may store Your personal and/or business details along with Your message indefinitely on Our secure ticketing platform for record keeping purposes, unless You explicitly request otherwise.
2. Use of information
2.1 We will use Your personal and/or business information in the following ways:
2.1.1 To process Your orders including the provision and management of Accounts, Products, Services and Domain Names.
2.1.2 To allow Us to better service You with regards any technical support, billing issues and customer service requests.
2.1.3 To make occasional contact with regards Your Accounts, Products, Services and Domain Names.
2.1.3 To send You occasional e-mail newsletters, in accordance with clause 5.
2.2 We will use non-personal, non-identifiable information such as data collected through cookies in the following ways:
2.2.1 To assist with product ordering, purchasing, upgrading, cancellation, support ticket, billing and shopping cart areas of Our web sites.
2.2.2 To understand and save any user preferences, customisations and options for current and/or future visits to Our web sites.
2.2.3 To build a database of browsing habits, web site performance per geographical area, count and tally of total visits or hits, and other similar analytic activities.
2.3 We do not sell, trade, or otherwise transfer to outside parties Your personal and/or business information unless We provide You with advance notice. This does not include web site hosting partners and other parties who assist Us in operating Our web site, conducting Our business, or servicing You, so long as those parties agree to keep this information confidential. We may also release Your personal and/or business information when we believe release is appropriate to comply with the law, enforce Our policies, or protect Our or others' rights, property, or safety.
3. Accuracy and retention of information
3.1 It is Your responsibility to ensure all of the personal and/or business information We store about You is fully accurate and kept up to date at all times. If Your information or circumstances change at any time, You must inform Us of these changes immediately by updating the information in Our Portal, sending an e-mail, opening a support ticket or writing to Us.
3.2 You may request a formal written copy of all personal and/or business information We store about You at any time. We can deliver this formal written copy by e-mail, support ticket or written letter at your choice. Please note, such a request will incur a £10 administration charge, plus any postal charges where applicable.
3.3 Unless You explicitly instruct otherwise, We may store Your personal and/or business information indefinitely. Should You request the erase and deletion of Your personal and/or business information, We are only able to execute this once all of Your Accounts, Products, Services and Domain Names have been fully terminated.
3.4 Please note, if You have made a successful payment to Us, We are required by UK law to store some of Your personal and/or business information along with all of Your payment and transactional information for 6 years.
4. Security and protection of information
4.1 We take the protection of Your information very seriously and enforce strict security procedures, in particular:
4.1.1 We restrict internal access to Your personal and/or business information to select Staff and departments that require this information.
4.1.2 When communicating with Us by telephone, We require You to confirm Your security password as well as randomly selected parts of Your personal and/or business information. If this information cannot be confirmed, We will only provide generic responses to protect unauthorised access to Your Account, Products and Services.
4.1.3 The server(s) and backups of server(s) We use to store Your personal and/or business information have their storage volumes encrypted and only select Staff have access to decrypt these volumes.
4.1.4 All data transmitted to and from Our Portal is encrypted using Secure Socket Layer (SSL) technology.
4.2 We utilise PayPal, Stripe and WorldPay merchant services for Credit and Debit Card payment processing. All Credit and Debit Card payments are executed and completed on the respective merchant platform and each merchant is fully PCI-DSS compliant. We only store the last 4 digits of your Card number in Our Portal for administration purposes. However, We do maintain PCI-DSS compliance and perform multiple PCI security scans per quarter on Our Portal infrastructure.
4.4 Despite Our extensive security measures and strict procedures, due to the nature of the Internet We are unable to fully guarantee the security of Your information.
3.1 From time to time We may send You marketing and promotional newsletter e-mails regarding new Products and/or Services or special offers which We believe may interest You.
3.2 Upon ordering a Product or Service with Us, you will automatically be added to the relevant newsletter mailing lists related to this Product or Service. You may also sign up to Our newsletter mailing lists through the sign up forms on Our web sites.
3.3 Should You wish not to receive these newsletters for any reason, You may opt out at any time by following the 'Unubscribe' link at the bottom of any newsletter You have received. Alternatively, You can unsubscribe at any time by following the instructions set out at http://www.cloudunboxed.net/unsubscribe/.
6. Malware disclaimer and external links
We believe that the Internet should be safe to use for everyone, and free of malware. Therefore, We have made every possible effort to ensure all web sites, apps and services on Our domain names are malware-free. However, due to the size of Our web sites and ever-advancing malware, We are unable to fully guarantee this. Furthermore, We cannot be held responsible for any content hosted on a domain name not under Our direct ownership because We have no control of external web sites or servers. As such, We are not responsible for any sites or content We link to. You should ensure to have adequate security software installed on Your device, and also make sure it is kept up-to-date at all times.