Customer Service

Privacy & Security
We do not pass on your details to any third-party. Any personal information is held securly and never passed on to marketing firms or any other company.

Ordering
Orders can be taken by telephone or using our online store. Should you wish to cancel your order, this can be done for a limited time after ordering. If you do need to cancel an order, notify us as soon as possible and we will do our best to help.

Payment, Pricing & Promotions
Prices are subject to change at any time. We do run promotions throughout the year and this will be advertised on our website.

Viewing Orders
Existing or completed orders can be viewed from the members' area on our website. To view your orders, click on the 'Log In' button. If you have any problems, please contact us..

 
Updating Account Information
Account information can be updated using the 'Log In' button on our website. If you need assistance you can contact us. Key information is checked as part of the ordering process including payment information and delivery address.

Physical Security
For security reasons Wicketts operates restricted access data centre facilities. Physical access to any servers or related equipment at any Wicketts locations is not permitted.

Support Boundaries
Wicketts provides 24/7 technical support to our customers.

We limit technical support to our areas of expertise which are providing web hosting services, web site design and related features. We do not offer support for application specific issues such as php programming, cgi programming, html or any other such issue.

Cancellations

To cancel your account, please submit this to us via an e-mail to info@wicketts.co.uk

Our full contact details can be found at www.wicketts.co.uk. Upon receiving your cancellation, will be confirm this by e-mail.

Requests for cancellations must be received seven days or more before your next invoice due date. Upon receving the cancellation, we will then stop all recurring payments and you will not be billed again. If an invoice is overdue on your account then this must be settled prior to submitting your cancellation request.

Changing a domains DNS to another provider or transferring a domain away from Wicketts does not constitute a cancellation request. A cancellation request must be submitted to us via e-mail and we will then confirm the cancellation via e-mail to you.

Payment
Establishment of this service is dependent upon receipt of payment of all stated charges. Subsequent payments are due on a reoccurring date that coincides with the date of signup (monthly or yearly terms).

Service may be interrupted on accounts that fall overdue (such as a credit card being declined or expired). Wicketts may, at its sole discretion, charge a fee of £15.00 to reinstate a suspended account.

When payment is declined from your chosen payment method we will send an email notification and retry payment the following day, this will occur three times over a 3-5 day period. After this period if we have not received payment or had notice from you that the due payment is in hand, your account will be suspended or terminated at our sole discretion.

It is very important you keep your email address on file with us current by notifying us of email address changes via www.wicketts.co.uk/support. Failure to keep us updated with your current email address may mean important communications do not reach you, resulting in suspension or termination of your hosting account.

A service charge, equal to the charge incurred by Wicketts, will be charged to your account for each cheque or other form of payment that is returned to us unpaid.

Refunds and Disputes
All payments to Wicketts are non-refundable. This includes any setup fee and subsequent charges regardless of usage. If you dispute a charge to your credit card issuer that, in Wicketts's sole discretion is a valid charge under the provisions of this TOS, you agree to pay Wicketts an Administrative Fee of not less than £25 and not more than £100.

If you are paying annually for hosting services and cancel early before your 12 months of service is over, we will issue a pro-rata refund for full unused months at time of cancellation.

Wicketts does not offer any kind of "money back guarantee" or "trial period".

All domain registration fees are non-refundable, in whole or in part, even if your domain name registration is suspended, cancelled or transferred prior to the end of your term.

VAT and Payment Currency
UK and EU clients will be billed in GBP (Pounds Sterling) and prices include VAT. Clients in the rest of the world will be billed in USD with VAT not applicable to our USD pricing.

Product Pricing
Wicketts reserves the right to change the pricing of products and/or services at any time.

Invoicing
Wicketts does not provide paper or hard-copy invoices. Invoices are sent via email.

Domain Registration
Wicketts is an Nominet domain registrar. To ensure we comply with Nominet’s terms and conditions, before registering a domain with us you will asked to read information relating to our accreditation.

Domain Name Transfers
You may already own a domain name that you have registered elsewhere. This existing domain name can be transferred to Wicketts for use with our web hosting. Simply place an order and select the "Transfer" option, or contact us with any questions or concerns.

Domain Name Management
All domains held with Wicketts are easily managed via your client area or, where not available, by contacting us. Where you are able to fully control your domains, including modifying contact whois information, renewals and setting nameservers if you wish to use another hosting company. You are also free to transfer your domains away at any time without fees or penalties.

 
Accredited Registrar
Wicketts is an accredited registrar with Nominet. Domain Names registered through Wicketts belong to, and are registered to you. Before purchasing your .uk domain name please read the Nominet terms and conditions which apply.

Domain Name Expiry and Redemption Fees
Wicketts is not liable for expiry or loss of your domain name.

Before a domain expires you will be reminded to renew your domain by email to the address we hold on file for you. On the date a domain expires it will be deactivated by the registry, and no longer display your website. Once a domain is deactivated and expired you will have 30 days to contact us to renew the domain name at our regular renewal rates.

Redemption Period - After 30 days have passed since the expiry date of your domain, the domain is placed in its "redemption period" and to renew the domain at this stage will cost approximately £179+VAT. This is a cost charged by the registry and passed on to you by us. Redemption periods last between 30 and 60 days, and then the domain is released to the public so anyone can re-register your domain and you will lose it.

Domain Transfers
Any domain name registered by Wicketts (as your registrar) is yours to keep. You can transfer your domain name to a different registrar at any time once the domain is 90 days old - Newly registered domains do have a 90 day waiting period where they cannot be transferred from us to a different registrar.

The same 90 day 'no transfer' window applies when an expired domain is renewed or restored after being in the registry redemption period. Once 90 days have passed from renewing such domains they are then free to be transferred again. 


Free Domain Offers
Occasionally we run a promotion and supply a free domain name when hosting is purchased. The terms & conditions for our free domain name offer are plain and simple. We will register the domain name for 1 year (2 years for .uk domains) on your behalf. All we ask is that you stay hosting with us for a minimum of three months. If you decide to leave before three months and you want to take the domain with you we will only release it once you have paid our normal domain registration fee. If you stay for three months or longer and then decide to leave you are free to take the domain at no charge.

Managed Dedicated Servers
Dedicated server customers should also read and agree to the following before signing up for service with Wicketts:

Wicketts dedicated solutions include server management in the monthly fee. Wicketts defines server management as general maintenance, updates and security hardening of core packages to ensure the server performs as expected. We also include additional administrative duties (such as installing custom server software requirements or accommodating customer requests) of up to two hours per month with your server. Additional management work, over this two hour inclusive, incurs a service fee based on a £50 an hour (+VAT) labour rate, billed in half-hour increments with a half-hour minimum charge.

Dedicated server specifications may vary over time as technology changes. All hardware provided by Wicketts to the customer will be of comparable specification and performance to those shown on the Wicketts web site.

Wicketts will make all reasonable efforts to satisfy the customer's requests for technical and / or administrative changes to the customer's dedicated servers. Certain tasks, such as repairing software / system faults caused by the customer, or installing certain additional software packages, may, at the sole discretion of Wicketts, incur a service fee based on a £50 an hour labour rate, billed in half-hour increments with a half-hour minimum charge.

Customers are responsible for and subject to all software vendor licensing terms, conditions, restrictions, and limitations. It is the customer's responsibility to ensure conformance to and abide by the specific terms and conditions of each application's licensing agreements.

Wicketts does not guarantee the daily backups of your dedicated server. Wicketts can accept no responsibility for any loss of data or consequences arising from this. Wicketts always advises clients to back up their site data regularly for its own protection.

Cancellation of any dedicated server must be made at least seven days before your monthly billing date. Failure to provide enough notice may result in a further month's fee being due. Once a dedicated server has been cancelled we will provide you with written confirmation of the cancellation. Without written confirmation from Wicketts your service will not have been correctly cancelled and continue to fall due for payment on your monthly billing date as arranged upon commencement of your service.

Dedicated servers are exempt from the following sections of our normal TOS:

• Adult Content - You are allowed to host tasteful adult content on dedicated servers.
• Background-running Programs - You can run background processes on dedicated servers.
• Banned Scripts - We do not enforce the banning of any scripts on dedicated servers.

 
Abuse
Any attempts to undermine, slander, libel, threaten, or cause harm to a Wicketts server, customer, employee, or the company directly is strictly prohibited and is grounds for immediate termination without refund. In addition, we will pursue all attempts to the fullest extent of the law.

Refusal of Service
Wicketts reserves the right at its sole discretion to refuse or cancel service. Violation of any of Wicketts' TOS could result in a warning, suspension, or account termination. Accounts terminated due to policy violations will not be refunded. Domains terminated due to policy violations will not be released to the customer.

Information Disclosure Policy
Wicketts will not otherwise disclose its customers' personal and account information unless we have reason to believe that disclosing such information is necessary to identify, make contact with, or bring legal action against someone who may be causing harm or interfering with the rights or property of Wicketts, our customers, or others, or where Wicketts has a good faith belief that the law requires such disclosure.

Wicketts also will not, except for reasons stated below, disclose to third parties the contents of any electronic mail, electronic communications, or other electronic data that we store or transmit for our customers. The circumstances under which we will disclose such electronic customer communications or data are when:

• it is necessary in order to provide service to the customer
• it is necessary to protect the legitimate interests of Wicketts and our customers
• it is required to cooperate with dispute policies, court orders, warrants, or other legal processes that Wicketts determines in its sole discretion to be valid and enforceable
• it is necessary to provide to a law enforcement agency when the contents appear to pertain to the commission of a crime

Privacy Policy
It is the policy of Wicketts to not disclose any personal information or account data to third parties without prior consent of the individual unless instructed to do so by a court of law or other legal warrant / document.

Wicketts will in the normal course of its business collect personal information from clients and prospective clients, for the purposes of billing, customer service, provision of information, as well as other legitimate business reasons. This information may be stored in a number of ways including electronic and paper formats.

Any person may request a copy of personal information pertaining to themselves, which shall be provided free of charge after reasonable proof of identity. Any personal information held on our systems will be deleted on request and after reasonable proof of identity.

We may also store information about you using cookies which we can later access when you visit our web sites at a later date. If you want to delete any cookies that are already on your computer, please refer to your system administrator who will be able to help you locate and remove these cookies. If you want to stop cookies being stored on your computer in future, please refer to your browser manufacturer's instructions by clicking "Help" in your browser menu. Please note that taking either of these measures may prevent you accessing features offered from our sites.

As with most websites, when you visit one of our sites, we will log your IP address and time of access which may be used later for research or fault investigation processes.

Indemnification
Customer agrees that it shall defend, indemnify, save and hold Wicketts (or its employees / owners) harmless from any and all demands, liabilities, losses, costs and claims, including reasonable legal fees asserted against Wicketts, its agents, its customers, officers and employees, that may arise or result from any service provided or performed or agreed to be performed or any product sold by customer, its agents, employees or assigns.

Customer agrees to defend, indemnify and hold harmless Wicketts against liabilities arising out of; (1) any injury to person or property caused by any products sold or otherwise distributed in connection with Wicketts server; (2) any material supplied by customer infringing or allegedly infringing on the proprietary rights of a third party and (3) copyright infringement. Customer agrees to limit the liability of Wicketts to the amount paid for service.

Complaints
Should you have a complaint with Wicketts or the service provided, we ask that you contact us.

All complaints will be acknowledged within seven working days and a response to your complaint provided within a further seven working days.

Disclaimer
Wicketts will not be responsible for any damages your business may suffer. Wicketts makes no warranties of any kind, expressed or implied for services we provide. Wicketts disclaims any warranty or merchantability or fitness for a particular purpose. This includes loss of data resulting from delays, non-deliveries, wrong delivery, and any and all service interruptions caused by Wicketts and its employees. Wicketts makes no "uptime" guarantees. The Client agrees that Wicketts shall not be liable for any damages as a result of loss of hosting services or hosted data.

The Client further acknowledges that Wicketts 's liability for its own negligence is zero, and Wicketts may not be held responsible. Liability or Damages in any event may not exceed an amount equivalent to charges payable by Client for services during the period damages occurred. In no event shall Wicketts be liable for any special or consequential damages, loss of revenue or injury.

Wicketts can accept no responsibility for any loss of data or consequences arising from this. Wicketts always advises clients to back up their site data regularly for their own protection. Wicketts does not guarantee its own backups of customer data and is not liable for any loss of data, loss of backups or inability to restore service after implementing its disaster recovery plan.

All communications (emails, verbal or written) are between Wicketts and the client. These communications are private and are therefore not to be shared with any other parties.

This agreement is made between the customer (as specified in the customer details section when placing your order) and Wicketts. If you are purchasing hosting on behalf of another party please ensure you specify the account owner’s details in the customer details section. Wicketts will only be able to communicate with regards to the account with the registered customer and not a third-party.

Finally, Wicketts wishes to emphasize that in accepting services, customers indemnify Wicketts for the violation of any law or Wicketts policy that results in loss to Wicketts or the bringing of any claim against Wicketts. This means that if Wicketts is sued because of activities of the customer that violate any law, or this policy, the customer will pay any damages awarded against Wicketts, plus costs and reasonable legal fees.

Failure to comply with any of our terms of service will result in grounds for immediate account deactivation or removal.