Cambridge Servers · First Web Design Ltd
Last updated: 1 October 2026
These terms explain our hosting and domain services, availability commitments and the responsibilities of both parties. Keep a copy with your quote or order confirmation.
Cambridge Servers is a trading name of First Web Design Ltd, registered in England and Wales, company number 14964940. Our registered office is 167–169 Great Portland Street, 5th Floor, London, W1W 5PF. “We”, “us” and “our” mean First Web Design Ltd. Cambridge Servers is a brand, not a separate legal entity. Contact us at support@cambridgeservers.co.uk or 01480 262123.
These terms apply to hosting, related email services and domain services supplied through Cambridge Servers. Your contract consists of these terms and the written quote, proposal or order confirmation agreed with you (“Order”). The Order specifies the services, charges, billing period, limits and any additional support. A contract starts when you accept our written Order, including by email, or make the payment requested to accept it. We will provide the applicable terms in a form you can save.
A specific provision in your Order takes priority over these general terms, subject to rights that cannot lawfully be excluded. Website design, development and other FWD services are covered by their separately agreed terms. These terms do not retrospectively replace an existing contract without agreement or a valid contractual change process.
We provide the services described in your Order with reasonable care and skill. Our hosting uses infrastructure supplied by Krystal Hosting Ltd and may depend on other network, software, email and domain providers. Your hosting contract is with First Web Design Ltd; you should contact Cambridge Servers for support.
Storage, processing, traffic, email and other resource limits are those specified in your Order or the service description supplied before purchase. “Cloud”, SSD storage and security features do not mean that resources are unlimited or that service is immune from failure. We will explain any relevant restrictions before you order. Services not expressly included, such as application maintenance, plugin licences, development, malware clean-up or migration work, require a separate agreement and price.
We take reasonable steps to keep the hosting platform available and to address faults within our responsibility. We do not promise uninterrupted, error-free or completely secure hosting. There is no fixed percentage uptime guarantee, guaranteed recovery time or automatic service-credit scheme unless we expressly include one in your Order or a separate written service level agreement (“SLA”).
Any SLA must specify the service measured, monitoring method, measurement period, exclusions and claims process. Statements or SLAs published by our infrastructure providers do not automatically become a separate guarantee from Cambridge Servers. Where we expressly agree to pass on an available upstream service credit, the conditions will be set out in writing. This does not reduce your other contractual or statutory remedies.
Planned maintenance, urgent security work, equipment faults, network disruption, attacks, third-party failures or problems with your website may affect availability. Where reasonably practicable, we will give notice of planned disruptive work and seek to minimise its impact. Emergency work may need to take place without advance notice. An exception in an SLA does not excuse a failure by us to exercise reasonable care and skill.
Report an outage to our support email with the affected domain, when it started and any error messages. We will investigate, take reasonable corrective steps and liaise with upstream providers where appropriate. Support response times and out-of-hours coverage are those agreed in your Order; we do not promise 24-hour personal support unless agreed. Hosting alone does not guarantee email delivery, search rankings, sales or application performance.
You must give accurate contact and billing details, keep them current and ensure anyone ordering for an organisation has authority to do so. Keep credentials secure, use strong passwords and available multi-factor authentication, and tell us promptly about suspected compromise.
You remain responsible for your website content, lawful use of data, software licences and account users. Unless maintenance is included in your Order, you are responsible for updating and securing your application, themes and plugins. We may recommend or require reasonable security measures to protect the platform. Security scanning and DDoS mitigation reduce risk but do not eliminate every threat.
You must not use the service for unlawful activity, infringement of intellectual property, phishing, malware, unauthorised access, attacks, harassment or unsolicited bulk email. Do not run an open mail relay or use the account in a way that materially harms other users or the hosting infrastructure.
Hosting is for the website and related uses agreed in your Order. Bulk archival storage, public file distribution, streaming, additional reselling or unusually intensive workloads must be agreed before use. We will make applicable infrastructure restrictions available before purchase and explain any material changes. We may ask you to remedy excessive usage or discuss a more suitable plan; additional charges or upgrades require agreement.
Where there is an immediate security risk, suspected unlawful use or a requirement imposed by law, we may restrict affected services promptly and proportionately. Otherwise, we will normally explain the issue and allow a reasonable opportunity to put it right. We will give reasons and restoration steps unless prohibited by law or doing so would compromise security.
We arrange regular backups of hosted websites on a reasonable-efforts basis. The backup schedule, retention, coverage and any restoration charges depend on your agreed service; ask us to confirm them for your account. We do not promise a particular retention period, recovery point or recovery time unless specified in your Order.
Maintain independent copies of important website files, databases and email, and check that they can be restored. Platform backups can fail, be incomplete or contain an existing fault or infection. They supplement your continuity arrangements and are not a substitute for them. We will use reasonable care when providing agreed backup or restoration services and remain responsible for obligations that cannot lawfully be excluded.
Request an export or restoration promptly. After termination, hosting and backup data will not be available indefinitely; we will explain the applicable export and deletion arrangements. Personal data is returned or deleted as described in section 11. Do not rely on continued storage after your service ends.
Fees and payment dates are those in your Order or invoice. Hosting and recurring services are invoiced in advance. Unless an invoice says otherwise, payment is due within 30 days of its date. Prices will state whether VAT is applicable; any change in VAT treatment will be explained before it is charged.
We will notify you of proposed renewal price changes at least 30 days before they take effect and in sufficient time to decide whether to renew. We will not apply a discretionary price increase retrospectively to a prepaid period. Additional work and charges must be agreed before we incur them.
For overdue business invoices we may claim interest and recovery compensation where permitted by the Late Payment of Commercial Debts legislation. For non-payment, we will give at least 14 days’ written warning before suspending the service. Please contact us promptly about a genuine invoice dispute. Necessary security restrictions under section 5 are separate from payment suspension.
Unless your Order says otherwise, recurring hosting has an initial 12-month term and renews for further 12-month terms. We will send a renewal reminder showing the price, renewal date and how to cancel, in sufficient time to act on the notice requirement. You can stop renewal by emailing support@cambridgeservers.co.uk at least 30 days before the current term ends. We will acknowledge your request.
For business customers, charges for an agreed current term remain payable and there is no automatic pro-rata refund for voluntary early cancellation. This does not remove a remedy for our breach. For consumers, cancellation charges and retention of prepaid fees must be fair, reflect legally recoverable losses and comply with statutory rights; this clause does not impose a blanket non-refundable annual charge. If a required reminder or material price-change notice has not been provided in time, we will allow a reasonable opportunity to decline the renewal.
Either party may terminate for a serious breach that is not remedied within 14 days after written notice, where it can be remedied. Immediate restrictions may apply under section 5. If we permanently withdraw a paid service without a breach by you, we will refund the unused prepaid period. Existing statutory and contractual remedies remain available.
Before the service ends, arrange exports of your website and email and any domain transfer. We will provide reasonable assistance; chargeable migration work will be quoted in advance. Outstanding payment disputes do not change who owns your content or is the domain registrant. We will not withhold personal data where the law requires it to be returned.
Domains registered for you are recorded in your name or your organisation’s name as registrant, unless a different lawful arrangement is expressly agreed. Keep registrant details correct and respond to verification requests. Registry and registrar rules apply; we will identify the relevant rules when arranging the domain service.
Registration is subject to availability and successful acceptance by the registry. We do not guarantee a requested name until registration is confirmed. Renewal, expiry and recovery dates can differ between extensions. Pay renewal invoices before the stated deadline and tell us promptly if you wish to transfer or not renew. An expired domain may become unavailable or incur registry recovery charges, which we will explain before undertaking recovery work.
Registration or renewal costs already incurred with a third party may not be recoverable for a business cancellation; consumer refunds remain subject to applicable law. Email service and mailbox limits must be expressly included in your Order. Anti-spam filtering and delivery depend on external networks, and no guarantee is made that every message will be accepted or delivered.
You are a consumer if you are an individual acting wholly or mainly outside your trade, business, craft or profession. Where applicable to a distance or off-premises service contract, you may cancel without giving a reason within 14 days after the contract is made. Send a clear statement to support@cambridgeservers.co.uk or our registered office. You may use the form below, but do not have to.
We will not begin the service during that period unless you expressly request it. If you request an early start and cancel, we may charge the lawful proportionate amount for service supplied up to cancellation, provided the required information and consent were obtained. Starting ongoing hosting does not by itself remove the right to cancel. The right is lost on full performance only where the legal requirements, including your express consent and acknowledgement, have been met.
We will make any refund due within 14 days of being informed of cancellation, using the original payment method unless agreed otherwise. Your rights to reasonable care and skill, repeat performance or a price reduction where applicable are preserved. No business liability exclusion or cap in these terms applies to consumers.
Optional cancellation form: To First Web Design Ltd trading as Cambridge Servers, 167–169 Great Portland Street, 5th Floor, London W1W 5PF; support@cambridgeservers.co.uk. I/we give notice that I/we cancel my/our contract for the following service: ____. Ordered on: ____. Customer name and address: ____. Date: ____. Signature, only if sent on paper: ____.
Our Privacy Policy explains personal data we handle for our own purposes. Where we host personal data on your behalf, you are the controller and First Web Design Ltd is the processor. Processing consists of storing, transmitting, backing up and supporting the website, email and database data covered by your Order, for the service term and agreed return/deletion period. Data may include names, contact details, account information and website records concerning your users, customers, contacts or staff. Tell us before hosting special-category or criminal-offence data so appropriate arrangements can be agreed.
We process data only on documented instructions, unless legally required otherwise; maintain confidentiality and appropriate security; assist with individual rights, breach response and relevant assessments; notify you without undue delay of a personal data breach; and provide compliance information and reasonable audit access. We will inform you if an instruction appears to infringe data protection law.
Krystal Hosting Ltd is an infrastructure sub-processor. We will identify other relevant sub-processors, provide advance notice of intended changes and allow reasonable objections. Sub-processors must be subject to equivalent written obligations, and we remain responsible for their performance of those obligations. Restricted international transfers require lawful safeguards.
At termination we will return or delete personal data at your choice, unless law requires retention, and explain backup deletion arrangements. You must have a lawful basis and give appropriate privacy information. Additional processing details or safeguards will be documented where necessary. Each party keeps the other’s non-public business information confidential, except for authorised service delivery or disclosure required by law.
Nothing limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be limited or excluded. Consumer rights and mandatory data protection rights remain unaffected.
For business customers only, subject to the preceding paragraph and applicable legal requirements, we exclude loss of profit, revenue, business opportunities or goodwill, and indirect or consequential loss. Our aggregate liability arising from the affected hosting service is limited to the charges paid or payable for that service in the 12 months immediately before the event giving rise to the claim. Any different limit expressly agreed in your Order takes priority. These limitations operate only where legally enforceable, including any applicable reasonableness requirement.
We do not accept responsibility for faults solely caused by unauthorised customer changes, unlawful content or failure to carry out responsibilities expressly assigned to you, except where our own breach contributes to the loss. Use of an upstream supplier does not automatically relieve us of our contractual duties or processor responsibilities. We will take reasonable steps to mitigate disruption beyond our control and keep you informed. Please raise problems promptly so we can investigate and reduce avoidable loss.
We may update these terms for future orders. Changes to an existing recurring service must follow the applicable contract and law; we will explain material changes at least 30 days in advance. If a proposed change materially disadvantages you, we will provide a reasonable opportunity to end the affected service before it takes effect and refund the unused prepaid period where appropriate. Publication of revised terms alone does not retrospectively change your contract.
For a complaint, email support@cambridgeservers.co.uk with the account details, what happened and the outcome sought. We will investigate and respond with our proposed resolution. Where legally required, we will provide relevant dispute-resolution information.
These terms are governed by the laws of England and Wales. Business disputes are subject to the courts of England and Wales. Consumers retain any mandatory protections of their home jurisdiction and may bring proceedings in the courts available to them under applicable law, including local courts in Scotland or Northern Ireland. If a provision is unenforceable, the remaining provisions continue where possible. A delay in enforcing a right does not waive it.