1. Your rights and our agreement
Nothing in these terms excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, including under the Australian Consumer Law. Those rights can also apply to business customers.
Read these terms with your accepted quote or service order, our general terms, Acceptable Use Policy and Delivery Policy. The order identifies the service you have purchased. A specifically agreed variation takes priority over a conflicting general provision, subject to mandatory law. Hosting and domain registration are separate services.
2. What your hosting service includes
Your order specifies the plan, billing period, storage, permitted usage and any included email, management, security or support services. Website development, application repairs, content changes, licences and migration assistance are included only where agreed.
We are responsible for the infrastructure and management tasks allocated to us. You are responsible for the website, software and account tasks allocated to you. A managed plan does not transfer every application or business responsibility to us; equally, describing a plan as unmanaged does not remove our responsibility for the hosting service we supply.
3. Account access and security
Keep your account details and authorised contacts current, protect credentials and use available multifactor authentication. Tell us promptly about suspected compromise. We may verify authority before changing access, disclosing account information or accepting cancellation instructions.
Keep software you manage appropriately maintained and licensed. We will carry out the security and update work included in your order. Both parties must cooperate reasonably to investigate incidents; any additional remediation work and charges require agreement.
4. Capacity and acceptable use
Use the service within the limits disclosed for your plan and follow our Acceptable Use Policy. If sustained usage exceeds those limits or materially affects other customers, we will explain the issue and discuss reasonable changes, optimisation or an appropriate plan.
We will not automatically impose an undisclosed upgrade charge. Urgent restrictions may be necessary to contain an actual security or infrastructure risk, using the suspension process below. A traffic increase alone is not misconduct.
5. Support, maintenance and availability
Support channels, hours and any response targets or service level agreement are those stated in your order. Unless expressly agreed, hosting does not include a guaranteed response time or a promise of uninterrupted access.
We will give reasonable notice of planned maintenance likely to materially interrupt service, where practicable. Emergency work may require action first, followed by an explanation. We remain responsible for supplying our agreed services with appropriate care; using an upstream provider does not automatically exclude that responsibility.
6. Backups and recovery
Any included backup service must be identified in your order, including its scope, frequency, retention, recovery arrangements and any restore charges. Ask us to confirm these details if they are unclear. Do not assume that every file, mailbox, external service or historical version is included.
Keep an independent copy of information important to your business and discuss recovery requirements before choosing a plan. We remain responsible for the backup work we agree to perform. A backup schedule is not a guarantee that no data can be lost. We will explain known recovery limitations and agree any chargeable recovery work before proceeding.
7. Billing and renewals
The accepted order sets out the price, GST treatment, billing cycle, minimum term and any authorised automatic renewal or payment arrangement. Hosting, domains, email, software licences and certificate services may have different renewal dates.
Keep payment arrangements current and tell us promptly if you dispute a charge. We will investigate a genuine billing dispute reasonably. Charges for agreed services remain payable, but raising a complaint does not itself justify suspension. A changed price will be disclosed before it applies; it will not retrospectively alter charges already agreed.
8. Suspension and service restoration
For overdue payment or a remediable material breach, we will identify the issue, explain the proposed action and give reasonable notice and an opportunity to remedy it before suspension.
We may act immediately where reasonably necessary to address unlawful activity, a binding legal requirement or a material security or infrastructure threat. Restrictions will be proportionate and limited to affected services where practicable. We will explain the reason unless legally prevented, review the restriction and restore service when its justification has been resolved. Suspension does not itself transfer ownership of your content or authorise its deletion.
9. Cancellation, migration and closure
To cancel or arrange a transfer, call (08) 9291 3284 or use our contact form. We will verify your authority and confirm the affected services, end date and applicable charges. The cancellation period and any minimum commitment must have been disclosed in your accepted order. Cancelling hosting does not automatically cancel a domain or another separate subscription.
Before closure, arrange an export of website files, databases and other data you need. We will explain available export methods, any agreed migration assistance and the applicable deletion timetable. Separately licensed software may require a new licence. We will not use an unrelated invoice dispute as a reason to withhold your data.
We will give reasonable notice before scheduled deletion following closure. Live data and backup copies may expire at different times; necessary legal and billing records may be retained as explained in our Privacy Policy.
10. Refunds and responsibility
If a service fails to meet an applicable consumer guarantee, you retain the remedies available by law, which may include rectification, cancellation, a refund or compensation. Any service credit is additional to those rights.
For cancellation for convenience, any charge for an agreed commitment or unrecoverable third-party cost must be disclosed, reasonable and not a penalty. We will explain the calculation and any refund of prepaid amounts. There is no blanket exclusion of refunds or automatic forfeiture of all prepaid fees.
Neither party is relieved of responsibility for its own breach merely because an outage, data loss or third-party issue occurred. Liability is determined under the agreement and applicable law.
11. Changes and questions
Publishing an updated policy does not silently replace an existing accepted agreement. Material changes to an ongoing service will be explained in advance. Where a proposed change materially disadvantages you, we will offer a reasonable opportunity to end the affected service without a change-related penalty and explain the treatment of unused prepaid charges.
For service questions or complaints, call (08) 9291 3284 or use our contact form. We will investigate and explain our response. This process does not prevent you from approaching a regulator, tribunal or court.