Welcome to our Terms & Conditions. These are our Terms for the use of our services, including our Website Design, Hosting and Domain Name solutions. By visiting our website or using our services, you agree to the Terms set out below. Last updated 10th September 2019.
These terms and conditions together with the documents referred to within it shall form the agreement ("Agreement") between WEBFWD LTD of Suite 10, Offa House, Orchard Street, Tamworth, Staffordshire, B79 7RE, United Kingdom ("Webforward") and, the individual or company applying for the provision of services by Webforward ("Customer").
Webforward reserves the right to change these terms and conditions ("Conditions") at any time to comply with changes in regulatory requirements or by reason of changes in the terms of business or working practices of our suppliers or developments in technology upon giving Customer not less than fourteen (14) days notice in advance by post, email and/or publishing the alterations on the Webforward website at http://www.webfwd.co.uk/terms-and-conditions.php. Notice will be sent to the contact details held by Webforward see Clause 19.
Except where the changes to these Conditions is as a result of legislative or regulatory requirements you may terminate the Agreement without penalty by giving Webforward written notice to reach Webforward no later than seven (7) days prior to the alteration date of the Conditions . If we do not receive such a notice from you prior to that date, and/or if you continue to use the service after sending us a notice, you will be deemed to have accepted the alteration.
If any provision of this Agreement or part thereof shall be void for whatever reason, it shall be deemed deleted and the remaining provisions shall continue in full force and effect.
Webforward reserves the right to sub-contract any of the work required to fulfill its obligations hereunder.
Neither party shall be liable for any loss suffered by the other party or be deemed to be in default for any delays or failures in performance hereunder (other than in relation to payment) resulting from acts or causes beyond its reasonable control as detailed in Clause 20.
Any delay or forbearance by either party in enforcing any provisions of this Agreement or any of its rights hereunder shall not be construed as a waiver of such provision or right thereafter to enforce the same.
This Agreement shall be governed by the laws of England and the parties submit to the to the exclusive jurisdiction of the Courts of England and Wales.
In this Agreement, the below terms will be defined as follows:
Account Control Panel
means the collection of web pages available on the Webforward website at https://www.webfwd.co.uk/my-account/ to allow Customers to administrate their Services;
The Agreement forms the entire understanding of the parties in respect of the matters dealt within it and supersedes all previous agreements, understandings and negotiations between the parties.
The headings in this Agreement are for convenience only and shall not affect the interpretation of this Agreement.
In this Agreement words denoting the singular include the plural and vice versa and words denoting any gender include all genders.
The words "include", "includes", "including" and "included" will be construed without limitation unless inconsistent with the context
References in these Conditions to clauses means clauses of these Conditions.
References in these Conditions to the provisions of statutes or statutory instruments are deemed to include those provisions as amended or substituted.
We are committed to providing our customers with high-quality services, and we want to know if we have got something wrong so that we put things right. If you have a complaint about any aspect of our services, please contact a member of the Webforward team. If you are not fully satisfied with the response and wish to make an escalated complaint, you can follow our procedure below.
If you are unsatisfied with the response from our team to your complaint, you can escalate it to our management. To do this, please write to:
Suite 10, Offa House,
Orchard Street, Tamworth
or email: firstname.lastname@example.org
Please include your name, contact details and a clear description of your concern or complaint and what steps you would like us to take to resolve the issue. Your complaint will be acknowledged in writing or via telephone within two working days of receiving the complaint. We will then thoroughly investigate your complaint and aim to respond within five working days. Where the issue is particularly complex, it may take longer to respond. If this is likely, we will provide information on the action which will be taken and advise when you can expect a full response.
Any software other than the core services and the software needed to run and manage the server (e.g. c-Panel, Plesk) is considered third party. Any support required for software that falls outside of this should be directed to the product vendor. All software upgrades are the responsibility of the customer.
We will support and correct any issues arising with the server hardware and the underlying infrastructure but cannot offer assistance with the correction of software and application faults.
We do not monitor the services running on a server. We will monitor the availability of our network and core systems. The customer will need to monitor specific services on the server as appropriate, using the monitoring tools available via c-Panel or Plesk, or using their own solution.
The consequences of using SSH or other remote access to make manual changes to the system or configuration files are the sole responsibility of the user. Webforward's support staff can assist with any server hardware faults except where they are the result of manual changes.
All new servers are fully patched with all of the latest security updates at the time they are built. The customer will be responsible for ensuring that future security updates are installed on their server.
Support requests should be submitted via phone or email. Urgent issues e.g. system down, should always be reported via phone for the quickest response. Email requests will normally be responded to within 24hrs. See the contact page for phone and email contact details.
Should be initiated by individuals who have the server login credentials and the required knowledge to administer the server.
If you or your business do not have the in-house skills or resources to manage certain aspects of your server then our team of highly skilled engineers are on hand to help.
Available: 09:00 - 17:00, Monday - Friday
Charged at £100.00 per hour (minimum charge 1 hour)
We constantly add to and improve our support section to help provide a comprehensive resource that you can access in your own time.
Alternatively, the c-Panel and Plesk websites contain a number of guides and tutorials as well as useful community forums.
Webforward pride themselves on providing high quality and reliable products. Our very knowledgeable and dedicated support team has extensive experience in supporting all of our web hosting products. For these reasons we are confident that you will be satisfied with the hosting product you have purchased and offer a 30 day Money Back Guarantee.
If you are not completely happy with your web hosting purchase, please get in contact within 30 days of the activation of your account and/or Service to receive your money back.