Whether you have a question about the technical details, the order or delivery process, it’s only natural to have questions.
The following outlines the most common questions our customers asked. If your question isn’t here, please feel free to contact us via our live chat or support ticket services.
How are your prices so low?
When making the choices for our hosting architecture, we prioritise performance and long-term capacity- this allows us to to grow into the future, substantially increasing our return on investment, which results in savings that can be passed on to you.
Are there any ‘setup fees’ or extra costs with my order?
For standard webhosting, set up is free! After passing our anti-fraud system, your account should be set up within seconds.
We try to keep our prices as transparent as possible.
Do you offer Domain ID protection? I don’t want my details listed publicly on the WHOIS Database.
We believe in privacy. We also believe privacy is not something you should pay for. That’s why every domain name registered through us will have the ability to include Domain ID protection at no additional cost. Simply select “Domain ID Protection” in the checkout process and your address details will be shielded from the public WHOIS Database.
What is your hosting refund policy?
For our standard webhosting plans, we offer an anytime, no questions asked pro rated refund- This is calculated based on the amount of service you have not used. For example, if you’ve paid for 12 months of service, and would like to receive a refund after 6 months, we’ll give you a hassle free refund valued on the remaining time. If you’d like to return your product, contact our customer service team to arrange your refund.
One exception in our refund policy is in regards to domain names: Due to costs we incur from the worldwide registration of domain names, we are unable to provide a refund; However, once you leave our service, you’re still the legal owner of that domain name. For full details of our refund policy, click here.
I haven’t received my order confirmation e-mail. Why?
Please check your spam folder just in-case your email has been sent there by mistake. If it has, please click “not spam” in the e-mail to ensure future order-related messages from us can be delivered properly.
Do you offer IPv6 and IPv4 Connectivity?
Yes, contact our technical support team to help you get started.
What’s your SMTP sending limits?
We do not allow spam to be sent on our servers. As such, you may not send more than 100 emails per hour. (1 email every 38 seconds). For normal websites and small businesses, this is far more than enough to routinely reply to customers and use your own custom email addresses.
Our servers are not intended to be used for mass e-mailing, mailing list distribution, or spam. If your needs require more emails to be sent per hour, we’d recommend signing up to a specialised mass mailing provider such as Send Grid.
What’s your PHP support?
We offer support for PHP 7.0, and PHP 7.2, PHP 8.0, PHP 8.1 at this time. We do not intend on supporting outdated (PHP 5.6 and below) PHP applications at this time, because they are unmaintained and are an increased security risk.
Ordering issues:
My order has been held, why?
- If you purchased a ‘virtual private server’ or ‘dedicated server’ and have customised the system resource specifications, a member of our staff may want to discuss your particular use case if we feel you might be able to save money or improve the performance of your server by ‘balancing resources’. For example, there’s a popular misconception that adding more RAM will increase performance. While this is somewhat true to an extent, it offers diminishing returns; Configuring your server to have 64GB of RAM with only a Dual-Core CPU will be unbalanced and offer limited benefit, as the performance would typically be limited by a low-power CPU. Our staff would then reach out via e-mail to recommend downgrading to 8-16GB RAM (saving you hundreds!) or may recommend using some of those savings to improve performance in other areas of your system based on these particular needs.
- If you purchased a service that was marked ‘out of stock’ or ‘backorders accepted’, we may be waiting for new stock to be delivered. You can cancel this order at any time if you don’t want to wait.
- If your order was flagged by our automated anti-fraud system, we may want to verify your identity before proceeding with the order.
My order has been rejected, why?
If your order has been rejected, rest assured you will not be charged. Our anti-fraud systems are quite meticulous, and if this has happened to you don’t worry! Some possible reasons include:
- You ordered behind a corporate/academic network, VPN or proxy.
- Your location is widely different from where the order address address is (Are you ordering from a different country?)
- Your billing address is unverified (in PayPal)
- Your payment method has recently been reported as stolen
- The payment amount we received was different than the amount quoted in your order (pricing/payment mismatch; For example, a hosting plan costs 4 GBP and we receive one penny ). If this happens, you’ll receive a full refund of whatever was transferred to us.
If this didn’t help you identify the cause or if you have any questions, please feel free to contact us.