Hosting service agreement

These terms apply from 29 October 2026.

1. About this agreement

1.1 This agreement covers website hosting, domain names and Microsoft 365 services provided by Romano Alexander Media Limited, trading as Roslin Design. It forms part of, and should be read with, our Terms of business. Words defined there have the same meaning here.

2. What our hosting includes

2.1 What each plan includes is set out in its plan description. All our hosting includes the following.

2.2 Backups. Your website’s code is held in version control with its full history, and backed up regularly. Your content (databases and uploaded files) is backed up daily and kept for at least 30 days, and where your website has a database, it also has monthly backups kept for 6 months. Backups are held in a separate, secure location.

2.2a Restoring from backup. If your website needs to be restored from a backup because of a problem that wasn’t caused by you, or by anyone you’ve given access to (for example a server failure, or a security incident), we will restore it at no charge. If it needs restoring because of something done on your side (for example content deleted, or changes made, by you or your users), the time is taken from your included support time. Anything beyond that is charged at the hourly rate for plan clients.

2.3 Uptime monitoring. We monitor your website around the clock and are alerted if it goes down.

2.3a Availability. Our hosting is designed to minimise downtime. Astro and Payload websites run on Cloudflare’s global network, and WordPress websites are served through Cloudflare, with automatic recovery if their server fails. All websites are monitored around the clock, so we’re alerted quickly if something goes wrong. Even so, we can’t guarantee your website will never be unavailable. From time to time we may need to carry out maintenance. Where possible, we’ll do this at quiet times, and give you notice of any planned work likely to cause noticeable disruption.

2.4 Security.

  • Every website is delivered through a secure global network, over HTTPS, with protection against denial-of-service attacks.
  • Website software is kept up to date through our managed, version-controlled update process.
  • Access to our servers is restricted, and only possible through secure connections.
  • Website admin logins are protected by additional security checks, such as two-factor authentication.
  • Websites that run software on a server, such as WordPress, are also protected by a firewall with intrusion detection, and their servers’ operating system security updates are installed automatically.

2.5 Email. We set up the email authentication records required for the services we provide, and keep them up to date when we make changes. We monitor email sending from our hosting platform and investigate delivery problems.

2.6 Support time is as set out in your plan description and section 6 of the Terms of business.

2.7 Landing page plans. Small changes are included on a fair-use basis. Fair use means up to 15 minutes of changes per quarter. Unused time does not carry over. Larger changes are charged at the hourly rate for plan clients, and we’ll tell you before starting.

2.8 We may improve what our hosting includes at any time. We will not reduce it without giving you notice under section 13 of the Terms of business.

3. Using our hosting

3.1 You must not use our hosting, or allow it to be used:

  • for anything unlawful, or to store or publish material that is unlawful, infringes anyone’s rights, or is defamatory;
  • to send spam or unsolicited bulk email, or for phishing or distributing malware;
  • to attack, probe or disrupt other systems, or to try to get round our security;
  • as general file storage or a backup service unconnected with your website;
  • in a way that places an unreasonable load on our systems or affects other clients.

3.2 If your website is compromised, or is being used in breach of section 3.1, we may suspend it straight away to protect our systems and other clients (Terms of business, section 11.4).

3.3 Cost of dealing with abuse. If we have to spend time dealing with abuse caused by your account, for example removing our systems from a spam blacklist, we may charge for that time at our standard hourly rate.

3.4 Reporting abuse. Anyone can report abuse, or material they believe infringes their rights, to info@roslindesign.com. Please identify the material and where it can be found. We will investigate, and where appropriate we will remove or block access to the material and tell the client concerned.

3.5 Fair use of resources. Our plans are designed for typical business websites. If your website needs significantly more storage, bandwidth or server resources than is typical, we will talk to you about the options, which may include moving to a different plan or an additional charge.

3.6 Disputed payments. If you dispute a payment with your card provider or bank without first contacting us, we may suspend the affected services until the dispute is resolved.

3.7 Content we choose not to host. We may decline to host a website, or stop hosting one, if we consider its content or purpose incompatible with our values, even where it is lawful. If we decide to stop hosting a website for this reason, we will give you notice and refund any unused fees, as set out in the Terms of business (section 9.6).

4. Domain names

4.1 Our role. We register and manage domain names as a reseller. Our registrar for generic domains such as .com is NetEarthOne. On request, we will tell you the sponsoring registrar for any of your domains.

4.2 Registration in your name. Domain names are registered in your name, or your organisation’s name, as the registrant, unless you explicitly agree otherwise.

4.3 Registry rules. Registration and use of a domain name are subject to the rules of the registry and registrar:

By asking us to register or renew a domain, you confirm that you have read and accept the relevant terms.

4.4 Accurate details. You must give us accurate contact details for each domain and keep them up to date. Registries may verify these details, and may suspend a domain if they can’t.

4.4a Emails from the registry. For .uk domains, Nominet may email you directly, for example to check your details or to remind you about an expired domain. These emails are genuine. If Nominet asks you to confirm your details and you don’t respond, it may suspend and then cancel the domain. If you’re unsure whether an email is genuine, forward it to us and we’ll check.

4.5 Your personal data. To register a domain, we have to share your contact details with the registrar and registry. Our Privacy policy (our services) explains how this works.

4.6 We can’t guarantee a registration. A domain isn’t yours until we have confirmed it has been registered. We cannot guarantee that a domain you request is available or can be registered.

4.7 Renewal reminders. We will remind you by email, sent to the contact address on your account, at least 30 days and 7 days before a domain expires, and again just after it expires. Please keep your email address up to date (section 4.4).

4.8 Renewals. Domain renewals are processed shortly before the expiry date, after the reminders described above. If you don’t want a domain renewed, please tell us before the renewal date. You can cancel an automatic renewal within 14 days of the renewal date under the cooling-off period in section 3.4 of the Terms of business. After that, its fee has been paid to the registry and is not normally refundable. Renewals for more than one year can’t be cancelled once they have been processed (Terms of business, section 3.5).

4.9 If you ask us to cancel a renewal after that 14-day period, we may agree to refund it on condition that you transfer the domain to us for the rest of its registration period. If you later want the domain back during that period, we will transfer it back to you for the renewal fee plus an administration fee, as shown on our price list. We will confirm the arrangement in writing at the time.

4.10 Expired domains. If a domain expires without being renewed, it may be suspended, deleted, or made available for anyone to register, and you may lose it permanently. Recovering an expired domain, where it’s possible at all, may involve a restore fee charged by the registry.

4.11 Moving a domain to another provider.

  • For .com and other generic domains, you can get the authorisation code yourself at any time from your client area or by requesting it directly from us.
  • For .uk domains, we will change the domain’s tag to your new provider promptly on request.
  • A new registration, or a change of owner, may lock a domain against transfer to another registrar for 60 days, under registry rules.

4.12 We may decline to transfer a domain only where its own registration or renewal fee is unpaid, or where the registry’s rules allow us to. We will not hold a domain back because of money owed for other services.

4.13 Disputes. Disputes about who is entitled to a domain are dealt with under the registry’s dispute process: Nominet’s Dispute Resolution Service for .uk domains, and ICANN’s Uniform Domain Name Dispute Resolution Policy for generic domains. We are not a party to such disputes, and we will follow any decision made under them.

4.14 Privacy of your details. Your personal contact details are normally hidden from public domain lookups under data protection rules. Where available, we can also add privacy protection, which hides further details. Registries and registrars may still disclose your details where the law or their policies require it, for example in a domain dispute.

5. Microsoft 365

5.1 We resell Microsoft 365 through our Microsoft partner, Pax8.

5.2 Billing and changes to licences. Microsoft 365 is billed monthly or annually, as agreed with you. You can add licences at any time. If you pay annually, your licences are paid for a year at a time. Reducing or cancelling them takes effect from your next renewal, and we do not refund the remaining part of a paid year (Terms of business, section 9.3).

5.3 Unpaid Microsoft 365 invoices. As with our other services (Terms of business, section 5.5), if a Microsoft 365 invoice is still unpaid 7 days after the due date, we may cancel the licences. We will warn you in our reminders before doing so. Cancelling licences stops your Microsoft 365 services, including email. You remain responsible for any fees that are unpaid.

5.4 Account management. Microsoft 365 accounts are subject to an account management fee, as shown on our price list. The fee covers:

  • buying, renewing, adding and removing licences, and billing;
  • setting up your Microsoft 365 account and users;
  • password and multi-factor authentication (MFA) resets;
  • setting up and maintaining the DNS records Microsoft 365 needs, where your domain uses our nameservers. If your domain’s DNS is managed elsewhere, we will give you the records you need. Making the changes for you with another DNS provider is charged as support.

5.5 Support. Other Microsoft 365 support, such as setting up devices, troubleshooting, or moving email from another provider, is charged at our standard hourly rate. If you have a Proactive Website Management plan, this support comes from your included support time (Terms of business, section 6), and work beyond it is charged at the hourly rate for plan clients.

5.6 Microsoft’s own terms, including the Microsoft Customer Agreement, also apply to your use of Microsoft 365.

6. When a hosting service ends

6.1 When a hosting service ends, we take your website offline.

6.2 Backups. After the service ends, your website and its data remain in our backups for up to 6 months, after which they are deleted automatically. We can’t guarantee that a backup will be complete, or that it can be restored.

6.3 Code. We archive your website’s code and delete it 6 months after the service ends.

6.4 Deleting sooner. If you’d like your data deleted sooner, tell us and we will delete what we can straight away. Anything we can’t delete early, such as data held in backups, will be deleted automatically within 6 months. We may keep anything we have to keep by law.

6.5 A copy of your website. When your service ends, we will provide a full backup of your website and its data at no extra charge, if you ask for one.

6.6 Domain names remain yours. When you leave, we will help you move them to your new provider under section 4.11.