The terms that cover our services

1. About these terms

These Terms and Conditions ("Terms") govern the supply of all services by Pocket Maze LTD ("Pocket Maze", "we", "us", "our") to the person or business ordering them ("you", "Customer"). They apply to every quotation, order and service unless we agree something different with you in writing.

Please read these Terms before you place an order. They should be read together with:

• Privacy Policy — how we handle personal information;
• Refund & Cancellation Policy — cooling-off, refunds and service credits;
• the Acceptable Use Policy set out in section 6 of these Terms; and
• any written proposal or order confirmation we send you, which takes priority over these Terms if there is a conflict about scope, price or delivery.

2. Definitions

Account

the account created for you to order and manage services.

Business Day

Monday to Friday, excluding public holidays in England.

Customer Content

everything you upload, store, publish, send or host using our services, including websites, files, databases, email and backups.

Domain

a domain name registered, transferred or renewed through us.

Order

a request for services that we accept in writing, by email, WhatsApp or by confirming an order in our systems.

Services

hosting, VPS, cloud and dedicated servers, domains, DNS, business email, SSL, backups, security, maintenance and support plans, and software development.

Subscription Term

the monthly or annual period for which a recurring service is provided.

Third-Party Service

a service supplied by another provider that we resell, integrate or rely on, such as a domain registry, payment gateway, control panel, CDN or SSL certificate authority.

Uptime Target

the availability figure stated in section 5.

We, Us, Our

Pocket Maze LTD, company number 15198808.

You, Your

the person or business named on the order or account.

3. Quotes, orders and how the contract is formed

1. Quotes. Our quotations, price estimates and timelines are valid for 30 days unless we state otherwise, and are based on the information you give us. If the scope, data or requirements change materially, we will re-quote before doing the extra work.
2. Placing an order. You place an order by accepting a quote in writing, confirming by email or WhatsApp, or paying a deposit or the first invoice. A contract is formed when we accept the order — normally by sending an order confirmation or invoice from info@pocketmaze.site.
3. No work begins until the deposit is paid. For development work we do not start until we have your written approval of the scope and, where required, the deposit.
4. We may decline an order where we cannot meet the requirement, where credit or fraud checks fail, where the intended use is unlawful or breaches section 6, or where sanctions or export rules apply. If we decline after payment, we refund the amount paid for the service we cannot provide.
5. Authority. If you order on behalf of a business or another person you confirm that you are authorised to do so and to bind them to these Terms.
6. Information you give us. You are responsible for the accuracy of the details on your order — especially registrant data for domains, billing details and technical requirements. We are not liable for losses caused by incorrect information you supplied.
7. Customers who are consumers have a 14-day right to cancel from the day the contract is formed. See the Refund & Cancellation Policy.

4. Accounts, credentials and your responsibilities

• Keep your account details accurate and up to date, in particular the email address we use for service and renewal notices.
• Keep your passwords, API keys and PINs confidential, use a unique password, enable two-factor authentication where offered, and tell us immediately if you suspect unauthorised access.
• You are responsible for everything done through your account by your staff, contractors, developers or anyone else you give access to.
• Look after your own data. Unless you have bought a backup service from us, you are responsible for keeping your own backups of Customer Content, databases and email.
• Monitor the registrant contact email for any Domain you hold with us. Registry notices about validation, transfer or expiry are time-critical.
• Cooperate with reasonable security requests — for example removing malware, patching an outdated application or reducing resource use that affects other customers.
• Make sure your Customer Content and its processing comply with the law, including data protection, consumer, marketing and intellectual property law.

5. Our services, service levels and support

5.1 Uptime target. For hosting, mailbox and VPS services we target 99.9% availability ' 'per calendar month, measured from our own monitoring. Availability means the service is ' 'reachable and responding; it does not cover individual application errors, your own code, or ' 'third-party services.

You must request a credit in writing within 30 days of the end of the affected month. Credits are applied to your next invoice and are not paid in cash. They are the sole remedy for a failure to meet the Uptime Target. Section 8 of the Refund & Cancellation Policy explains what is excluded.

5.2 Maintenance. We may carry out planned maintenance; where it can reasonably be ' 'expected to interrupt a service we give at least 48 hours’ notice by email or a status ' 'notice and schedule it outside normal business hours where possible. Emergency maintenance may ' 'be carried out without notice where needed to protect security or stability; we will say why ' 'afterwards.

5.3 Support. Infrastructure is monitored 24/7 and alerts go to our engineers. Human ' 'support is available Monday to Friday, 09:00–18:00 GMT, with a target first response of ' 'under 2 hours during those hours. Urgent outage handling outside those hours is available ' 'by arrangement. Support is provided in English, by email and WhatsApp.

5.4 Self-managed versus managed. A VPS or dedicated server without a management add-on ' 'is self-managed: you are responsible for the operating system, updates, software, ' 'security configuration and backups inside the server. We look after the hardware, virtualisation ' 'layer, network and the availability of the machine itself. Managed server support, hardening ' 'and monitoring are available as paid add-ons.

5.5 Changes to services. We may improve, change or retire features. If we withdraw a ' 'material part of a service you have pre-paid for, we give at least 30 days’ notice and ' 'either provide a workable alternative or refund the unused portion of that pre-payment. We will ' 'not move you to a different service tier without telling you.

6. Acceptable Use Policy

Our services must be used lawfully and in a way that does not harm other customers, our network or our reputation. The following are not permitted:

• anything unlawful, fraudulent, deceptive or misleading, including phishing, fake shops, advance-fee or investment scams;
• spam or unsolicited bulk email, bulk SMS, list-harvesting, or any messaging that breaches PECR or the Privacy and Electronic Communications rules of the destination country;
• malware, ransomware, botnets, command-and-control, exploit kits, vulnerability scanning of systems you do not own or have written permission to test;
• denial-of-service attacks, traffic flooding, or any activity that degrades our network or another customer’s service;
• cryptocurrency mining, Tor exit nodes, open proxies or relays, and unattended mass automation that consumes abnormal CPU, disk, memory or bandwidth;
• content that infringes copyright, trade marks or other rights — including unauthorised streaming or redistribution of television, film or sports content, IPTV services without the necessary rights, and distribution of pirated software or media;
• illegal adult content, content that sexualises minors, extreme violence, terrorism, or content that incites hatred or violence against a protected group;
• stolen data, carding material, stolen credentials, or services used to launder money;
• operating an anonymising service intended to hide unlawful activity, or reselling our services without our written agreement;
• storage of data in breach of a law or a third party’s rights, or use that puts us in breach of a supplier’s or registry’s rules.

6.1 Enforcement. If we believe your use breaches this section we may, depending on the ' 'seriousness and the risk: (a) ask you to fix it within a stated time; (b) suspend the affected ' 'service; or (c) suspend or terminate your account immediately where the activity is clearly ' 'unlawful, is causing harm, or where we are legally required to act. We will tell you afterwards ' 'and, where practicable, give you the chance to remove the offending content or export data that ' 'is not itself unlawful.

6.2 Notices of unlawful content. We respond to properly made notices of unlawful or ' 'infringing content. Send notices to ' f'info@pocketmaze.site with the URL or identifier, what is wrong and ' 'your authority to act. Where a claim appears well-founded we may remove or disable access, and ' 'we may notify the account holder. Repeated infringement can lead to termination.

6.3 Costs. Where an abuse investigation is needed because of your breach, we may charge ' 'our reasonable costs of investigating and remediating it. If we terminate for a serious breach, ' 'no refund is due (see the Refund & Cancellation Policy). We ' 'may also report unlawful activity to the police or another competent authority.

7. Fees, billing and payment

• Currency and VAT. Prices are in pounds sterling (GBP). Unless stated otherwise, prices exclude VAT and any other applicable taxes, which are added where applicable and shown on your invoice. If you are a business and can reclaim VAT, tell us your VAT number.
• Subscriptions. Hosting, mailbox, VPS, security and maintenance plans are billed in advance, monthly or annually. Where you give us a card or direct-debit mandate you authorise us to take recurring payments for as long as the subscription continues, and you are responsible for keeping the payment method valid.
• Software development. Unless your proposal says otherwise, projects are priced at a fixed fee with a 50% deposit and the balance on delivery or on the agreed acceptance date. Larger projects may be split into milestone payments stated in the proposal.
• One-off items. Domains, SSL certificates, licences, migration projects and similar one-off work are payable in advance.
• Invoices. Invoices are payable on receipt unless we have agreed credit terms in writing for your business. Where we do not receive payment, we may suspend the service after 7 days’ written notice. Accounts remaining unpaid may be passed to a collection agency.
• Late payment. For business customers we may charge statutory interest on overdue amounts at 8% above the Bank of England base rate, together with statutory compensation, under the Late Payment of Commercial Debts (Interest) Act 1998. We may also recover our reasonable costs of recovery.
• Failed payments. If a recurring payment fails we will retry it and tell you. Please update your card promptly to avoid suspension.
• Chargebacks. Please contact us before raising a chargeback — the vast majority of problems are solved the same day. See section 10 of the Refund & Cancellation Policy.
• Set-off. We may set off any amount you owe us against any refund or credit otherwise due to you.
• Pricing errors. If a service is listed at a price that is clearly wrong (for example a decimal point error), we may cancel the order and refund what you paid in full rather than supply at the incorrect price.

8. Renewals and price changes

• Recurring services renew automatically unless cancelled. We send renewal reminders to your account email at 30, 14 and 7 days before the renewal date.
• To avoid a renewal charge, cancel before the renewal date using the process in the Refund & Cancellation Policy.
• If you do not cancel, the subscription renews and is charged in advance for the next period.
• We may change prices. For existing recurring services we give at least 30 days’ written notice before a price change takes effect at your next renewal, and you may cancel before it applies. Promotional first-year prices are clearly marked and renew at the standard price shown on our products page.
• Domain renewal prices follow the rates of the relevant registry and are confirmed in your renewal reminder. Registries sometimes increase their fees; we pass on increases only as notified.

9. Domains, DNS and registries

• You are the registrant. A Domain registered through us is registered in your name (or your organisation’s name). You own it; we administer it on your behalf.
• Registry rules apply. Domains are governed by the rules of the relevant registry and the Internet Corporation for Assigned Names and Numbers (ICANN) or, for .uk domains, Nominet. Those rules also bind you, and they can change. A registry may suspend or cancel a domain for breach of its rules, a legal order or a valid dispute decision.
• Accuracy of registrant data. Registrant, admin and technical contact details must be accurate and kept current. Under ICANN rules, failure to respond to a registrant-email validation request, or providing false details, can result in suspension or deletion of the domain without refund.
• Published records. Registry rules may require some registrant contact data to be published in a public WHOIS/RDAP record. We apply the redaction or privacy options the rules and the law allow; where a proxy or privacy service is available we will offer it.
• Renewals and expiry. We send reminders to your account email. If a renewal is not paid the domain may enter a grace period, then a redemption period with registry fees, and may finally be deleted and released — after which anyone may register it, and we cannot recover it. We are not liable for a domain lost where reminders were sent to the contact details on your account.
• Transfers. You may transfer a domain away from us at any time. We will unlock it and provide the authorisation (EPP) code once we have confirmed your identity and that any outstanding invoices for that domain are settled. We do not charge for transfers out. For transfers in you must be able to authorise the transfer at your current provider and ensure the domain is unlocked.
• Disputes. Domain disputes are decided under the applicable policy — for example the Uniform Domain-Name Dispute-Resolution Policy (UDRP) for generic top-level domains or Nominet’s Dispute Resolution Service for .uk. We comply with decisions made under those policies. You agree to indemnify us against claims arising from a Domain you asked us to register or a name that infringes another party’s rights.
• Refunds. Registration, transfer, renewal and redemption fees are non-refundable once submitted to the registry — see the Refund & Cancellation Policy.

10. Customer Content and intellectual property

10.1 Your content stays yours. You own your Customer Content and your data. You grant us ' 'a non-exclusive, worldwide licence to host, store, copy, transmit, cache, back up, display and ' 'process it — but only as needed to provide the services, to keep them secure, to fix faults, to ' 'comply with the law and to follow your instructions. That licence ends when the relevant data ' 'is deleted, except where we must keep a copy to comply with the law.

10.2 Your warranties. You confirm that you have all rights, licences and consents needed ' 'for your Customer Content and for the data you ask us to process, and that your use of the ' 'services complies with these Terms and the law.

10.3 Our materials. The software, platforms, tooling, templates, designs, documentation ' 'and know-how we use to provide the services remain ours (or those of our licensors). We grant ' 'you a non-transferable right to use the services during your Subscription Term.

10.4 Bespoke development. For a custom project, the proposal sets out what is delivered. ' 'On payment in full we transfer to you the rights in the deliverables created specifically for ' 'you (or, if a transfer is not possible, grant you a perpetual, worldwide, royalty-free licence ' 'to use them). Our pre-existing components, libraries, frameworks and internal tools remain our ' 'property and are licensed to you for use as part of the delivered work. Third-party and ' 'open-source components are licensed under their own terms, which we list at handover.

10.5 Portfolio. We may describe completed work in our portfolio or in a proposal to ' 'another client, using your name and logo in a factual way, unless you ask us not to. We never ' 'publish commercially sensitive material or your data.

10.6 Feedback. If you send us ideas or suggestions about our services, we may use them ' 'without restriction or payment, but we will never use your confidential information for another ' 'client.

11. Third-party services

Some services depend on or include Third-Party Services — domain registries, payment gateways, control panels, CDN providers, monitoring tools, SSL certificate authorities and software licences. Your use of a Third-Party Service may also be subject to the provider’s own terms, which you agree to comply with.

We are not responsible for the acts, omissions or failures of a Third-Party Service, or for changes a provider makes to its terms, pricing or availability. Where a provider fails we will use reasonable efforts to restore the service, migrate to an alternative or refund the unused portion of the affected pre-payment. Fees we pay to third parties are passed through at cost and are non-refundable once incurred.

12. Confidentiality

Each party will keep the other’s confidential information confidential, use it only for this agreement, and share it only with staff, contractors and advisers who need it and are bound by confidentiality duties. This does not apply to information that is public through no fault of the receiving party, was already lawfully held, or must be disclosed by law or to a regulator — in which case we will, where lawful, tell you first.

These obligations continue for three years after the agreement ends, and indefinitely in respect of trade secrets, source code and customer data.

13. Data protection

• For personal data that we hold about you as a customer (account, billing and support data) we are the controller. How we handle it is described in our Privacy Policy.
• For personal data you store or process using our services — websites, applications, databases and mailboxes — you are the controller and we are your processor. We process that data only on your documented instructions, only to provide the services, and under a written data processing agreement, which is available on request.
• Both parties will comply with the UK GDPR and the Data Protection Act 2018 as applicable. You are responsible for your own privacy notices, for having a lawful basis for the data you process, and for any consent or notice owed to your own customers and visitors.
• We will help you respond to data subject requests and to personal data breaches affecting data we process for you, and will tell you without undue delay if we become aware of a breach.
• We may need to access your data to provide support, investigate an incident or fix a fault. Where the data is sensitive we will ask your permission first unless there is an urgent security need, in which case we tell you as soon as we can.
• If a data subject contacts us about data we hold for you, we will refer the request to you unless we are required by law to act ourselves.

14. Availability, warranties and disclaimers

We will provide the services with reasonable skill and care and in accordance with these Terms, the proposal and applicable law. Where you are a consumer, this reflects your statutory right under section 49 of the Consumer Rights Act 2015 that a service be performed with reasonable care and skill.

• We do not warrant that a service will be uninterrupted, timely or error-free, or that it will meet a requirement we have not agreed in writing. The internet, upstream networks, registries, payment providers and third-party software can fail despite reasonable care.
• We are not responsible for faults caused by software or code you or a third party wrote or configured, by changes you made outside our documented instructions, by outdated or unpatched software on a self-managed server, or by your failure to keep backups where no backup service was purchased.
• Unless we agree otherwise in writing, we do not provide a financial, legal, accessibility or regulatory compliance guarantee for your project.
• Trial, preview and beta services are provided “as is”, may be changed or withdrawn, and are excluded from the Uptime Target.
• Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, and nothing affects the statutory rights of a consumer.

15. Limitation of liability

15.1 Nothing in these Terms limits liability for: death or personal injury caused by ' 'negligence; fraud or fraudulent misrepresentation; breach of the terms implied by section 2 of ' 'the Supply of Goods and Services Act 1982 or sections 49–52 of the Consumer Rights Act 2015 ' 'where you are a consumer; or any other liability that cannot be excluded or limited by law.

15.2 Subject to 15.1, we are not liable for loss of profit, revenue, business, contracts, ' 'anticipated savings, opportunity or goodwill; loss of or corruption of data (except as set out ' 'in 15.3); or any indirect or consequential loss, whether arising in contract, tort (including ' 'negligence), breach of statutory duty or otherwise, even if we were advised such loss was ' 'possible.

15.3 Data. Where loss of or damage to data arises from our breach, we will use ' 'reasonable efforts to restore the affected data from the most recent backup we hold. Where you ' 'have not purchased a backup service, or where the backup itself is affected, our liability for ' 'that data is limited as set out in 15.4.

15.4 Our total liability to you in respect of all events arising in any 12-month period — ' 'whether in contract, tort (including negligence) or otherwise — is limited to the greater of: ' '(a) the total fees you paid to us for the affected service in the 12 months immediately ' 'before the event giving rise to the claim; or (b) £500. For a bespoke development ' 'project, the cap is the total fee for that project.

15.5 Time limit. Except where the law does not allow it (for example for many consumer ' 'claims), we are not liable for a claim unless you tell us about it within 12 months of ' 'the date you became aware, or ought reasonably to have become aware, of the circumstances ' 'giving rise to it.

15.6 Business customers are responsible for insuring against risks they consider ' 'material, including business interruption and loss of data, and accept that the fees reflect ' 'the allocation of risk in these Terms.

16. Indemnity

You agree to indemnify and hold us harmless against all claims, losses, liabilities, fines and reasonable costs (including legal fees) that we suffer or incur as a result of: (a) Customer Content or data you ask us to process that infringes a third party’s rights or is unlawful; (b) your use of the services in breach of these Terms, our Acceptable Use Policy or the law; or (c) a claim by your own customer or user in connection with a service you provide.

We will tell you promptly about a claim, will not settle it in a way that admits fault on your part without your agreement, and will reasonably cooperate with your defence where you take charge of it.

17. Suspension and termination

17.1 Suspension. We may suspend a service: immediately, where there is illegal content or ' 'conduct, a risk to our network or to other customers, a legal requirement, or a serious breach ' 'of section 6; or after 7 days’ written notice, where an invoice remains unpaid. We will ' 'restore the service as soon as the cause is resolved and, where relevant, the outstanding ' 'amount and a reconnection fee are paid.

17.2 Cancelling a subscription. Either party may end a recurring service on 30 days’ ' 'written notice. Hosting, servers, mailboxes and care plans then run to the end of the ' 'notice period and do not renew.

17.3 Ending the agreement immediately. Either party may terminate these Terms immediately ' 'if the other commits a material breach and does not fix it within 30 days of written ' 'notice, or becomes insolvent, enters administration or liquidation, or has a receiver appointed.

17.4 What happens on termination. The services stop; your right to use them ends; any ' 'amounts due for work already done or services already supplied become payable immediately; and ' 'we delete Customer Content after the retention window described in our ' 'Privacy Policy (normally 30 days after termination).

17.5 Getting your data back. If you ask within 30 days of termination, we will ' 'provide a copy of your Customer Content in a standard format (for example files, database ' 'dumps and mailbox exports), provided outstanding invoices are paid. Export work that goes ' 'beyond a standard copy may be chargeable — we will tell you the cost before doing it. We ' 'recommend keeping your own off-site copy at all times.

17.6 Survival. Sections 10, 12, 15, 16, 22 and 23 survive termination.

18. Refunds and cancellation

Cancellations, cooling-off rights, refunds, non-refundable items and service credits are set out in our Refund & Cancellation Policy, which forms part of these Terms. Where there is a conflict on a refund question, the Refund & Cancellation Policy applies; in all other respects these Terms apply.

19. Force majeure

Neither party is liable for a failure or delay caused by something beyond its reasonable control, including natural disaster, severe weather, flood or fire; war, terrorism, civil unrest or epidemic; government or regulatory action; failure of power, cooling, telecommunications or internet connectivity; a failure or withdrawal of an upstream provider, data centre or registry; or a distributed denial-of-service or other cyber-attack that could not reasonably have been prevented.

We will tell you promptly, keep you updated and use reasonable efforts to mitigate. If the event continues for more than 30 days, either party may terminate the affected service and we will refund pre-paid fees for the period not supplied.

20. Changes to these terms

We may update these Terms to reflect changes in our services, our suppliers or the law. The version number and date at the top show the current version, and the previous version is available on request.

For material changes we give at least 30 days’ notice by email to your account address or by a prominent website notice. The change applies from your next renewal after the notice period. If you do not accept a change you may cancel the affected service before it takes effect without paying a termination charge. Continuing to use the service after the change takes effect means you accept it.

21. Complaints and disputes

If something has gone wrong, please tell us — most issues are resolved the same working day. Write to info@pocketmaze.site with the subject line “Complaint”, or message us on WhatsApp. Include your account details, what happened, dates and what you would like us to do. We will acknowledge within 3 working days and aim to give a final response within 30 days.

If we cannot resolve a dispute, business customers agree to attempt resolution in good faith for a further 30 days before starting proceedings. Consumers retain all statutory rights, may take advice from Citizens Advice or a consumer body, and may use an alternative dispute resolution (ADR) provider or the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr where it applies. We are not obliged to participate in ADR, but we will always try to settle fairly.

22. Governing law and jurisdiction

These Terms and any dispute arising out of or in connection with them are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that: (a) if you are a consumer resident in Scotland or Northern Ireland you may bring proceedings in your local courts; and (b) we may bring proceedings in the courts of the country where you are established to recover unpaid fees or protect our intellectual property. Nothing in this section affects your right as a consumer to rely on the mandatory consumer protections of your country of residence.

23. General

• Entire agreement. These Terms, the documents referred to in section 1 and the applicable proposal or order confirmation are the entire agreement between us and replace any earlier discussion or understanding.
• Variation. Only we may vary these Terms, and only as described in section 20 or in writing signed by both parties. No one else may vary them.
• Assignment. We may assign or transfer our rights and obligations to another business on written notice; your rights under these Terms are not reduced. You may not assign your rights without our written consent.
• Third-party rights. A person who is not a party to these Terms has no right to enforce any part of them (Contracts (Rights of Third Parties) Act 1999 excluded).
• Notices. We give notice to the email address on your account (or through the control panel); you give notice to the contact details in section 1 or in section 24. Notice is treated as received 24 hours after a correctly addressed email or WhatsApp message is sent, or three business days after posting.
• Severability. If a provision is found unenforceable, the rest continues in force and the unenforceable provision is replaced by a valid provision achieving the closest commercial result.
• No waiver. If we do not enforce a right once, we do not lose it.
• Electronic acceptance. You agree that agreements, notices and records may be created and kept electronically, and that email and control-panel acceptance is binding.
• Headings and language. Headings are for convenience only. These Terms are provided in English and the English version prevails over any translation.

24. Contact

Thank you for reading — we know these documents are long. If anything here is ' 'unclear, ask us before you order and we will explain it in plain language.