Submit a support request

This form is for technical support requests only. If you're experiencing an issue with your website, email or any other hosted service, we're here to help - whether you're an existing customer or not.

Submit a technical support request and we’ll get back to you as soon as possible. Our typical response time is within 24 hours, but most requests are answered within 2–3 hours.

For URGENT incident response service requests (24hrs), please call: 01425 524030

For billing, sales, or general enquiries, please contact us instead.

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      Terms and Conditions

      1. Introduction
      These Terms and Conditions (“Agreement”) govern your use of the web hosting and related services (“Services”) provided by BLAKELY io (“we”, “us”, or “our”). By accessing or using our Services, you agree to comply with and be bound by this Agreement. If you do not agree to these terms, you may not use our Services.

      2. Provision of Services
      We will use commercially reasonable efforts to provide you with reliable and secure Services in accordance with this Agreement. However, we reserve the right to modify, suspend, or discontinue any part of the Services or specific features at any time, with or without notice.
      You are solely responsible for the content, data, and activities conducted through your hosting account. You represent and warrant that you have all necessary rights and permissions to use, store, and transmit any content or data through our Services, and that your use does not infringe upon or violate the rights of any third party or applicable laws.

      3. Acceptable Use Policy
      You agree to use our Services in a lawful, responsible, and ethical manner. Specifically, you agree not to:

      • Upload, store, transmit, or distribute content that is illegal, fraudulent, defamatory, obscene, or otherwise objectionable
      • Disrupt, interfere with, or compromise the security or performance of our Services or the use of the Services by other customers
      • Distribute spam, viruses, malware, or any malicious content
      • Impersonate any individual or entity, or misrepresent your affiliation with any person or organisation
      • Violate any applicable laws, regulations, or industry standards

      Violation of this policy may result in suspension or termination of your account without notice.

      4. Data Protection and Privacy
      We are committed to protecting your data and privacy. We take commercially reasonable measures to safeguard your data from unauthorised access, disclosure, or alteration.
      We may process your data for the purpose of delivering and improving our Services, in accordance with applicable data protection laws. For full details on how we handle your data, please refer to our Privacy Policy.

      5. Payment and Billing
      You agree to pay all fees and charges as outlined on our website or as detailed in any formal invoice provided at the start of service. Payments are due by the specified due date.
      Failure to pay within 7 days of the due date may result in service suspension. A reconnection fee may apply. Suspended websites may be inaccessible and may take up to 24 hours to restore following full payment.

      6. Termination and Suspension
      You may terminate our Services at any time, provided:

      1. You are outside any minimum contract term (typically 12 months)
      2. No website has been developed or commissioned for you in the past 11 months
      3. You provide written 30-day notice of termination

      We reserve the right to suspend or terminate your Services at our discretion, including for any breach of this Agreement.
      Upon termination, all data associated with your account will be deleted unless required by law to retain it. If your account is suspended for non-payment, data will be retained for a 28-day cooling-off period. If no payment is received within this period, all data will be permanently deleted.

      7. Dispute Resolution
      Any disputes related to this Agreement will be handled in accordance with our Disputes, Resolutions, and Mediations Policy. This Agreement is governed by the laws of England and Wales, without regard to conflict of law provisions.

      8. Disclaimer of Warranties
      Our Services are provided “as is” without warranties of any kind, express or implied. We disclaim all warranties, including but not limited to merchantability, fitness for a particular purpose, and non-infringement. We do not guarantee that the Services will be error-free, secure, or uninterrupted.

      9. Limitation of Liability
      To the fullest extent permitted by law, we shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, or business opportunities, arising from or related to your use of the Services, even if we have been advised of the possibility of such damages.
      Our total liability to you for any claims arising under this Agreement shall not exceed the amount you paid to us for the Services during the three months immediately preceding the event that gave rise to the claim.

      10. Changes to Terms
      We may update or modify this Agreement from time to time. Any changes will take effect immediately upon being posted on our website. We will make reasonable efforts to notify you of significant changes, but it is your responsibility to review these Terms periodically. Your continued use of the Services after any changes have been posted constitutes your acceptance of the revised Terms.

      11. Force Majeure
      We shall not be held liable for any delay or failure to perform our obligations under this Agreement due to circumstances beyond our reasonable control. These include, but are not limited to, acts of God, natural disasters, war, terrorism, riots, government action, labour disputes, power outages, internet service disruptions, or failures of third-party service providers.
      In such cases, we will make reasonable efforts to resume Services as soon as practicable, but we shall not be considered in breach of this Agreement due to such events.