Terms & Conditions

Last updated: 15 May 2026.

These Terms & Conditions set out the standard terms for services supplied through KitCloud and kitcloud.io. They apply to KitCloud web hosting, WordPress hosting, DirectAdmin Hosting Panel access, domain registration, DNS management, business email hosting, support, billing and related account services.

These terms should be read alongside our Privacy Policy, Cookie Policy, any product description, order summary, service commitment and any separate written service agreement or data processing agreement agreed with you. If there is a conflict, the more specific written agreement will usually take priority for that service.

1. About KitCloud

KitCloud provides UK-focused web hosting, WordPress hosting, domain, DNS and business email services for businesses, freelancers, charities and organisations.

KitCloud is operated by Kendall Group Ltd, company number 15554380. You can contact KitCloud at [email protected].

2. Orders And Acceptance

By creating an account, placing an order, ticking an agreement box, paying an invoice, renewing a service or using a KitCloud service, you agree to these terms.

Orders are subject to acceptance by KitCloud. A service is not guaranteed until the order has been accepted, payment requirements have been met and the service has been provisioned or confirmed. We may refuse, cancel or review an order where we reasonably believe it presents a payment, fraud, abuse, security, legal or operational risk.

3. Service Descriptions

Service features, allowances, prices and included tools are shown on the relevant service pages, order pages and customer area. We may add, remove or update features where needed to maintain security, performance, compatibility, supplier requirements or the practical operation of the service.

Descriptions of storage, bandwidth, mailboxes, backups, support, control panel features, domain tools, DNS features and other allowances are intended to describe normal service use. They do not create a right to use the service in a harmful, abusive or excessive way.

4. Customer Accounts

You must provide accurate account, contact and billing information and keep it up to date. We may use those details to send service notices, billing information, support replies, security notices and important operational updates.

You are responsible for keeping account logins, passwords, control panel credentials, email passwords and any other access details secure. You must tell us promptly if you believe your account or service has been compromised.

5. Pricing, Billing And Payment

Prices are shown in pounds sterling unless stated otherwise. Services are billed according to the package, billing cycle and order details shown at the time of purchase.

KitCloud Web Hosting and WordPress Hosting can be paid monthly or annually. Monthly hosting can be cancelled at any time, provided any outstanding invoices or agreed charges are settled. Annual hosting is paid upfront for the selected annual term.

KitCloud Web Hosting and WordPress Hosting are advertised at £1.25 per month or £15 per year with no catches and no unexpected price rises for the core hosting package while that package remains active and paid. If core hosting pricing ever needs to change, customers will be told in advance. This pricing statement does not apply to optional add-ons, domain registrations, third-party fees, taxes, bespoke work, services bought separately, or a customer choosing to move to a different package.

If an invoice is unpaid, overdue or payment fails, we may suspend or restrict services until payment is received. Continued non-payment may lead to cancellation and deletion of service data as set out below.

6. Renewals, Cancellations And Refunds

You are responsible for cancelling services you no longer want before the next renewal is due. You should export or migrate anything you need before cancelling, transferring away or allowing a service to expire.

Refunds and account credits are only available where required by law, expressly offered by KitCloud, or described in a specific product, billing or service commitment. Domain registrations, renewals, transfers, registry fees and third-party fees are usually non-refundable once submitted or completed because they are controlled by third-party registries, registrars and suppliers.

Nothing in these terms affects any statutory rights that cannot be excluded under applicable law.

7. Domains And DNS

Domain registration, transfer and renewal services are subject to the rules, policies, pricing and availability of the relevant registry, registrar and domain extension. A domain is not guaranteed until registration, transfer or renewal has been confirmed by the relevant provider.

You are responsible for keeping domain contact details accurate, responding to verification requests and ensuring domains are renewed where required. DNS changes can take time to propagate and may be affected by third-party systems outside KitCloud control.

If a domain expires, is cancelled, is transferred away, is suspended by a registry or registrar, or is lost because required information or payment was not provided in time, we may not be able to recover it.

8. Hosting Resources And Fair Use

Hosting package allowances are shown on the relevant service pages. They are intended for normal business website, WordPress, email, database and DNS use.

If a project grows beyond the standard package size, we are happy to review the service and discuss a suitable option. We may ask you to reduce excessive use, change configuration, purchase additional capacity or move to a more suitable package where needed to protect performance and reliability.

9. Email Services

Email hosting may include mailboxes, IMAP, POP3, forwarding, autoresponders, mailing lists, spam filtering and related mail tools where included in the package.

Spam filtering and security tools are provided to reduce unwanted or harmful email, but no filtering system is perfect. You remain responsible for how your mailboxes and email addresses are used, including password security, mailbox content and compliance with anti-spam laws.

10. Acceptable Use And Customer Content

You must use KitCloud services lawfully and responsibly. You must not use the services for malware, phishing, fraud, unlawful content, copyright infringement, harassment, network abuse, deliberate disruption, unauthorised access, unsolicited bulk email or any activity that may damage KitCloud, other customers, networks, service providers or the public internet.

You are responsible for the websites, files, databases, email content, applications, scripts, domain records, user accounts and other material you upload, store, send, publish or configure using the services.

We may suspend, restrict, quarantine or remove services or content if we reasonably believe they are being used in a harmful, unlawful, abusive or high-risk way, or if we need to protect the platform, other customers, third parties, suppliers or the public internet.

11. Backups, Restores And Customer Data

Where stated for a hosting package, KitCloud provides hourly website backup restore points retained for 3 days. These backups are designed as short-term active-service restore points, not as a long-term archive, disaster archive or substitute for your own backups.

You are responsible for keeping your own independent copies of important website files, databases, email content, domain records, application data and configuration. You should download, export or migrate anything you need before cancelling, transferring or allowing a service to expire.

When a service is active, we will use reasonable efforts to make the stated restore points available where technically possible. Restore availability is not guaranteed and may be affected by corruption, malware, customer changes, third-party software, platform faults or other practical issues.

If a service is cancelled, terminated, expired, migrated away or left unpaid, website files, databases, email data, account data relating to that service and related backups may be deleted immediately or during our normal deletion cycle. Once a service has ended, KitCloud is not responsible for keeping an archive of the website, databases, mailboxes, files, applications, settings or backups for that service.

Unless we have agreed otherwise in writing or are required by law, KitCloud has no obligation to retain, locate, preserve, recover, restore or provide copies of website files, databases, email content, application data or hosting backups after a service has ended.

Data protection law also requires personal data to be kept only for as long as necessary for the purpose for which it is processed. For that reason, terminated hosting content is not kept indefinitely just in case a former customer later asks for it. Temporary residual copies may remain only as part of backup rotation, deletion, security, accounting or legal processes and may not be available for customer restore.

Billing, accounting, legal and security records may be retained separately where we need them for legitimate business, legal, tax, accounting, fraud prevention or dispute purposes.

12. Support

Standard hosting support is available during UK business hours, 9am to 5pm, Monday to Friday, excluding public holidays unless stated otherwise. Support tickets can be logged at any time and we will do our best to respond outside standard hours where practical.

Support for low-cost hosting packages focuses on the hosting service, access, configuration and included tools. It does not include full website development, custom coding, third-party application troubleshooting, content editing or business consultancy unless separately agreed.

13. Security, Maintenance And Availability

We take reasonable steps to operate a secure and reliable hosting platform, including appropriate infrastructure, monitoring, security tools and maintenance. However, no hosting service can be guaranteed to be uninterrupted, error-free or immune from all security risks.

KitCloud offers web hosting and WordPress hosting with a 99% uptime commitment for the core hosting service. A 99% uptime commitment means the service should be available for at least 99 out of every 100 hours, which is approximately 7 hours and 12 minutes of downtime in a 30-day month, or approximately 3 days, 15 hours and 36 minutes over a year. Our Service Commitment explains this in customer-friendly language.

If we fail to meet the 99% uptime commitment for the core hosting service in an affected billing month, the customer's remedy will be either a refund or account credit for the affected hosting service for that billing month. The remedy does not apply to domain registration, third-party services, customer-side issues, customer configuration errors, unpaid or suspended services, scheduled maintenance, emergency maintenance, force majeure events, internet routing outside KitCloud control, DNS propagation, customer applications, plugins, themes, malware or abuse.

We monitor capacity and may expand the platform, limit new orders or pause new customer intake where needed to protect service quality for existing customers. We would rather stop accepting new hosting orders temporarily than knowingly overload the platform.

We may carry out planned or emergency maintenance where needed for security, reliability, updates, repairs or platform changes. We will try to minimise disruption where practical and will use reasonable steps to communicate planned maintenance, customer-affecting downtime and service recovery updates clearly.

You are responsible for maintaining your own website applications, plugins, themes, scripts, passwords and access controls unless a separate managed service agreement says otherwise.

14. Suspension And Termination

You may cancel services according to the cancellation process available through your account or by contacting KitCloud. You should export or migrate anything you need before cancellation.

We may suspend or terminate services for non-payment, abuse, security risk, breach of these terms, unlawful use, excessive resource use, inaccurate account information, or where we are required to do so by law or a third-party provider.

After termination, we may delete the service and associated data as described in the backups and customer data section. Former customers should not assume that KitCloud will hold any copy of a terminated website, database, mailbox or hosting account.

15. Liability

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability where it would be unlawful to limit or exclude it.

To the fullest extent permitted by law, KitCloud is not liable for indirect loss, loss of profit, loss of business, loss of goodwill, loss of opportunity, loss of data, or losses caused by customer error, third-party software, third-party providers, domain registries, internet routing, email delivery issues, unlawful use, compromised passwords or failure to keep independent backups.

Where liability cannot be excluded but can be limited, KitCloud liability will be limited to the amount paid by the customer for the affected service during the 12 months before the event giving rise to the claim.

16. Data Protection

Our handling of personal data is explained in our Privacy Policy. For personal data contained inside customer-hosted websites, databases, email accounts and applications, the customer will usually be the data controller and KitCloud will usually act as a processor providing hosting infrastructure and related services.

You are responsible for ensuring that any personal data you place on the services is collected, used and protected lawfully. Where required, data processing terms can be agreed separately. At the end of a service, customer-hosted data may be returned, exported or deleted according to the service arrangement, cancellation process and retention terms set out above. If we act as a processor for customer-hosted personal data, the end-of-service position is that the customer should export anything they need before cancellation and KitCloud may then delete or allow scheduled deletion of the hosted data and related backups.

17. Third-Party Services

Some services depend on third-party providers such as registries, registrars, payment processors, email delivery systems, control panel software, DNS providers, security providers and internet networks. Their terms, policies, availability and technical decisions may affect the service.

We are not responsible for third-party outages, registry decisions, registrar decisions, payment provider decisions, internet routing issues, third-party software faults or customer-managed integrations outside our reasonable control.

18. Changes To These Terms

We may update these terms from time to time. The latest version will be published on this page. If a change is material, we will take reasonable steps to notify affected customers.

19. Governing Law

These terms are governed by the laws of England and Wales. The courts of England and Wales will have jurisdiction, except where consumer law gives you the right to bring a claim elsewhere.

Contact

For service questions, contact [email protected].