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Terms of Service

  1. What we provide
    1. We'll provide you with a hosted web, domain, DNS and email service (“Greenby”). The following terms shall apply:
      1. these Standard Terms;
      2. the Acceptable Use Policy;
      3. the Privacy Policy.
  2. Your use of the services
    1. You must:
      1. use the services for personal or business use in the UK and in accordance with our Acceptable Use Policy;
      2. not copy, change or publish any material we produced or own (normally marked with a ©) or use it for any business purpose;
      3. keep all passwords secure and confidential, and not make them available to other people;
      4. provide true, accurate, current and complete information about yourself as prompted by the registration form of the service;
      5. maintain and promptly inform us to update registration data to keep it true, accurate, current and complete.
  3. Our provision of the services
    1. To protect our network and to provide a quality service, we may have to restrict your use of our services where:
      1. using the service in connection with surveys, contests, pyramid schemes, chain letters, junk e-mail, spamming or any duplicative or unsolicited messages (commercial or otherwise);
      2. your web browser or equipment has been infected by a computer virus or malware.
  4. When our agreement and service starts
    1. Our agreement starts when we start supplying your email service.
  5. Paying for the services
    1. For our “connected” package we'll charge you a standard annual fee (what we call a subscription charge).
    2. We'll normally bill you annually in advance for any subscription charges.
    3. You may see your invoices within your client area, and we'll email you when a new invoice is issued. You must pay the invoice within 14 days of issue. Payment can be made via PayPal, credit/debit card or bank transfer.
    4. You will receive a receipt of payment notification after payment.
  6. If you fail to pay
    1. If you do not pay your invoices, you will be reminded via email. If we still don't receive a payment by your renewal date we will suspend your service.
    2. If payment is not received within 90 days of your renewal date, we will end our agreement with you and remove your hosted data from our systems.
  7. Cancellation period
    1. Unless our Service Terms say otherwise, you can cancel at any time during your service period. You may opt to automatically cancel at the end of your billing period, or you may cancel immediately, however:
      1. If you cancel part way through your billing period, no refunds of the remaining time will be given, and,
      2. If your hosted data has been removed from the system you cannot restart your service if you change your mind.
  8. Our responsibility to you
    1. If something goes wrong we'll always look to put things right but we'll never be responsible for:
      1. financial loss;
      2. information that is lost or corrupted (unless this is due to digital content we provide);
      3. losses that you may suffer if you have used the service we provide for business purposes (for example due to not being able to carry out remote working or being able to run a home business);
      4. any loss that was not foreseeable to you or us when we entered into our agreement;
      5. losses caused by your breach of our agreement;
      6. any loss incurred where the failure is due to matters beyond our reasonable control.
  9. Complaints Procedure
    1. If you have a complaint about any aspect of our service, then we would like to hear from you. The support agent who deals with your query will aim to resolve any outstanding issues and reach an amicable resolution. You should initially lodge your complaint to our support HelpDesk.
      1. Taking your complaint further: If you remain unsatisfied with our helpdesk response you should send an email direct to our dedicated complaints team to info@enixltd.com. You MUST include your helpdesk ticket reference number in the subject of your email.
      2. Making a complaint in writing: If after discussing any concerns you are dissatisfied with the response provided, you can make a formal complaint by writing to the relevant department at the following address, detailing your account details and the outstanding complaint.

      Enix Ltd, 16-18 Barnes Wallis Road, Segensworth East, Hampshire, PO15 5TT

      Your complaint will be acknowledged in writing or via telephone within five working days of receiving the complaint. An investigation will be carried out into the issues raised and a full response will be provided within ten 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.

  10. Your right to end our agreement
    1. If you want to end our agreement you can cancel without notice through your billing dashboard, the terms mentioned in Section 7 - ‘Cancellation’ will apply.
    2. If you cancel your PayPal subscription or Direct Debit without contacting us to arrange payment by alternative means, we may assume you want to end our agreement.
  11. Our right to suspend your service or end our agreement
    1. We can suspend or stop providing our services and/or end our agreement where:
      1. our ability to continue to provide the service to you is materially and adversely affected because: (i) any of our telecommunications carrier(s) or supplier(s) ceases to provide services to us; or (ii) any authorisation required by us ends or is changed;
      2. we reasonably believe that the service is being used, or is intended to be used in a way that does not comply with these Standard Terms;
      3. we reasonably believe you have provided us with false or misleading details about yourself;
      4. we tell you that your use of the service is causing problems for other users, and you carry on using the service in the same way;
      5. we reasonably believe that you have used the service for illegal purposes;
      6. we receive a serious complaint about your use of the service which we believe to be genuine (for example you're using any service in breach of our Acceptable Use Policy);
      7. in the event of your bankruptcy or death;
      8. we are required to by the emergency services or other government authority;
      9. you repeatedly request your bank to chargeback payments that you're not disputing; or
      10. we are no longer providing the service to customers.

      We'll normally give you 14 days' prior notice before suspending or stopping providing our services (and/or ending our agreement) and work to resolve any issues with you. However, we may not do this if there is a real risk of loss or harm to us or our other customers (for example, where there is a reasonable suspicion of fraud or other abuse).

      We can terminate our services and/or end our agreement at any time by giving you 28 days' notice.

  12. After the agreement ends
    1. If either of us end our agreement:
      1. if you have paid any charges in advance we'll refund you for any services not used, but we'll first take off any money you owe us under our agreement(s). For security or compliance reasons we may not hold your payment details after our agreement has ended so you agree that we may make these refunds electronically;
      2. any features or services that are provided for free with or as part of the service(s) will end on the same day as our agreement ends.
  13. Changing these terms, prices or our services
    1. We may change the price, or other charges, the service or the terms of our agreement:
      1. if we materially change the service or introduce new services, features or benefits;
      2. if we change the way we structure our services and the price we charge for those services;
      3. if the cost to us of providing your services, or running our business increases (for example if the businesses we buy services or products from increase their prices);
      4. to reflect changes in technology (for example if we develop new systems which provide you with a better service);
      5. if there is a change in the law, regulation or regulatory guidance applicable to us (for example if there is a VAT increase);
      6. to make the terms of our agreement clearer or easier to understand; or
      7. due to any other change in circumstances in the future, that we can't predict, which means a change is necessary.
  14. Domain names
    1. Nominet: All .uk domain name registrations are bound by Nominet's terms of service.
    2. Renewals: All domains are auto-renewed on the term they were originally ordered, e.g. 1-10 years, we will send out reminder emails 60 days, 30 days, 14 days, 7 days and 1 day before expiry. We will send the emails to the email address on the account, it is the registrants responsibility to make sure their contact details are up to date. Enix Ltd take no responsibility if your domain renewal fails due to your contact details being incorrect.
    3. If you do not wish to renew a domain please make sure you contact us a minimum of 14 days before your domain expires by contacting support via the client area. All domain renewals will be billed and auto renewed on their date of expiry unless cancelled or auto renewal is disabled. This can be done via the Domains section of the client area.
    4. Expiry: If you do not renew your domain before its expiry date it will have all services we provide suspended and you will have up to 30 days (protected period) after to renew the domain name at the original renewal fee. Please see our domain names page for renewal fees. After 30 days your domain will be suspended and will go into a 60 day grace period which you can still renew your domain name but with an additional redemption fee, this fee varies with domain TLD, please contact support for the exact price.
    5. This must be requested via our client area before the 80th day after your domain has expired, after 90 days your domain will be cancelled and deleted from the register and made available for resale through a third party registrar. Enix Ltd will not guarantee the renewal of a domain name.
  15. Other things we need to tell you
    1. Dealing with this agreement: You accept that our agreement is just between you and us, no one else can enforce it and you can transfer it only with our consent. However, we may take instructions from a person acting with your permission. We can transfer our agreement to another company provided this does not adversely affect your rights under the agreement.
    2. Communicating with us: If you wish to give us notice, you must do so by either:
      1. emailing our customer support team;
      2. writing to Enix Ltd, 16-18 Barnes Wallis Road, Segensworth East, Hampshire, PO15 5TT.
    3. Communicating with you: We'll give notice to you via our website or by email. It's your responsibility to ensure we have an up to date email address. Any notice given via a website update or by email shall be deemed to be received on the day of transmission.
    4. Unenforceable terms: Each of the paragraphs and sub-paragraphs of our agreement operate separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs and sub-paragraphs will remain in full force and effect.
    5. Delays: If we delay in taking any steps under our agreement against you in respect of you breaking our agreement, that doesn't prevent us taking steps against you at a later date.
    6. Laws and courts that apply: English law applies to our agreement and claims between us will be brought in the English courts (unless you're a resident of Northern Ireland or Scotland when you may also bring proceedings in the appropriate local courts).