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Charging Policy

How We Charge our Customers

We believe that you should know exactly what you should be paying as when. Our pricing is made clear on our website and is kept up to date. All of our prices are exclusive of VAT

Hipposerve - Hassle-Free Hosting

Service Charges and Payment Collection

Last Updated:  03/12/21

 

1. CHARGES AND PAYMENT

1.1 Charges are payable in advance depending on the Service purchased as set out in the online customer order form and time for payment shall be of the essence. It is a condition of the provision of our Services that a regular credit or debit card, direct debit mandate  agreement is in force for the duration of this Contract and you agree to either update your details yourself via the control panel or to inform us of any change to your credit card or contact details.

1.2 You may not make payment to us by any other means other than those detailed in condition 1.1 without our prior authority provided to you in writing or electronic mail.

1.3 In the event that we agree to accept payment from you by any means other than credit or debit card you acknowledge that payment must reach our bank account no less than five working days prior to the invoice due date and that arranging this is your sole responsibility.

1.4 You shall make all payments due under the Contract in full without any deduction whether by way of set-off, counterclaim, discount, abatement or otherwise unless you have a valid court order requiring an amount equal to such deduction to be paid by us to you.

1.5 All payments payable to us under the Contract shall become due immediately on its termination despite any other provision.

1.6 Service Late Fee’s, Suspensions and Terminations
i) You will be sent an invoice outlining your payment at least 7 days before payment is due.
ii) You will be notified of an overdue payment 1, 6 and 9 days after the invoice due date.
iii) Without prejudice to our other rights, if payment is not made within 10 days of the invoice due date we reserve the right to suspend the service(s) and to charge a late fee of 20% of the total invoice value. This is to cover additional data retention and administration costs.
iv) Suspended services remain on our servers and therefore will continue to acrue the service charges as per your chosen payment cycle, or part thereof.
v) Services will be restored automatically on payment of all outstanding invoices.
vi) Should we not receive payment within 90 days of the outstanding invoice due date we reserve the right to pass on client details to a Debt Recovery Service.
vii) At 90 days We will pass on details of ALL outstanding invoices on the account. Application for debt recovery will incur an additional fee of £40 ex VAT to cover our costs, which will be added to the invoice.
viii) The debt recover service will take over administration and collection of the outstanding balance and may apply their own fees and additional legal charges to your account. This includes any administration fees and legal fees incurred. We also reserve the right to claim costs under the Late Payment of Commercial Debts Act 1998.
ix) In order to facilitate this debt collection service you will no longer be able to settle your invoice using our systems and your account will be locked accordingly.
x) Your services will still continue to accrue charges during this process, including late fees, until the complete invoice is settled, unless you decide to terminate the services with us.
xi) Terminatation of your services does not negate any existing payments which remain on your account.
xii) Should resolution of the payment dispute prove unsuccessful, or after of a period of 120 days of the invoice due date (30 days for Hippo Business Pro, Hippo VPS and Hippo Builder Accounts and Hippo Pro Email) we reserve the right to automatically terminate your service. Termination of your service involves the removal of all your data from our system, including website data, databases, emails and DNS entries. We are under no obligation to provide you with copies of this data, and we do not store it after removal. A copy of the website data can be provided if your invoice is settled, plus an administration fee of £399 ex VAT.

1.6.1 In the case of domain names, you will recieve a reminder that it is due to expire at least 14 days before the expiry date. If recurring payments are selected payments will be taken automatically and the domain renewed. If we are unable to take payment, or if you have choen manual renewal, you will be sent further reminders. Should the domain name expire, your website, email and other associated services will no longer function. After 30 days, the domain will be released to the public by the Domain Naming Authority. Hipposerve has no control over this and is not liable for any losses caused, or should someone else purchase the domain name. Any outstanding fees for domain names will be reclaimed following the procedure outlined in section 1.6.

 

1.7 Value Added Tax at the current UK rate, where applicable, will be added at the appropriate rate to the total of all charges shown on your invoice.

1.8 Where payment is by credit card or debit card you expressly authorise us to charge recurring billing by such method until we receive from you a completed account cancellation notice (see condition 10.2) or the Services end.

1.9 If you dispute any payment made to us you shall contact us immediately to discuss repayment. In the event that you submit an unjustified chargeback (being a credit card or debit card chargeback or cancellation of a cheque or submission of a cheque that is returned for any reason) then the following shall be due and payable by you within 7 days for each instance of a chargeback:

1.9.1 the charges due and payable by you for the Services used in the period covered by the chargeback; and

1.9.2 such chargeback costs as are levied upon us by your bank or credit card company; and

1.9.3 a chargeback administration fee of £50; and

1.9.4 our reasonable costs and losses incurred in recovering the above-mentioned fees including debt recovery costs, legal fees and debt collection costs.

1.10 In the event of an unjustified chargeback our right to terminate this Contract as set out in our main terms and conditions shall apply save that the period in clause 1.9.2 shall be shortened to 14 days and the period in condition 1.9.3 shall be shortened to 10 days.

 

Appendix 1: Credit and Debit card payments, or PayPAL

You should note the following in relation to this:

When you sign up with us for a hosting account an agreement is made that will automatically debit your card on a regular basis, the frequency dependant on the billing term you choose.

We will normally attempt to charge your card three days prior to the invoice due date. This allows you to be notified so you can take appropriate action should the payment fail for any reason, and so avoids your service becoming suspended for being overdue.

If a payment fails due to being refused by your bank or due to the credit card expiring then an email notification is sent to the email address we hold for you, hence the importance of maintaining correct information. In addition we will follow the processes listed in clause 1.6 of our Charging Policy.

We will normally contact you in advance via email to tell you that the card we hold on record is expiring. If your credit card expires and you do not update the details and a payment is missed we will suspend your service pending contact or payment by you. For these reasons it is VITAL that you maintain your information correctly.

 

Appendix 2: Payment Via Direct Debit

If you choose to pay via direct debit you will be request to complete a mandate form on your first transaction with us. Once this has been completed and verified by you payment will be taken. Until you verify your account we will be unable to set up any services for you.

We will normally attempt to charge your account three days prior to the invoice due date. This allows you to be notified so you can take appropriate action should the payment fail for any reason, and so avoids your service becoming suspended for being overdue.

If a payment fails due to being refused by your bank or due to the credit card expiring then an email notification is sent to the email address we hold for you, hence the importance of maintaining correct information.

Direct Debits are automatically recharged. If a payment fails on more than 3 successive occasions we will follow the processes listed in clause 1.6 of our Charging Policy.

 

Appendix 3: Payment Using Crypto Currencies

We are pleased to be able to accept over 50 different types of Cryptocurrency for Hipposerve services. This is operated using CoinGate, a thirdparty secure payment gateway dedicated to the use of of Cryptocurrency.

Payment is taken securley from your Crypto Wallet in your chosen crytocurrency and deposited in our bank account. Refunds are processed as normal, but you will not be able to issue chargebacks against Hipposerve.

Due to the nature of crypto currency, anyone using our services bought with crypto currency, who breaches our terms and conditions and acceptable use, will have their account terminated, with no refund.

If we are unable to take payment for our recurring services  we will follow the processes listed in clause 1.6 of our Charging Policy.

Appendix 4: Payment via Bank transfer

Payment via bank transfer is only allowed at our discretion and with prior authorisation. The reason for this is that it costs us more in terms of administration and bank charges than for cards. Where we have given permission for payment via bank transfer you must use the invoice reference or account ID as the payment references and make payment at least five working days prior to the due date as we need to allocate the payment manuals in most cases.

If we do not receive payment within 5 days of the due date  suspended for 30 days. After this it marked pending deletion. At 60 days after the renewal date we will delete all services not paid for. This is permanent, and due to data protection laws no data is retained.

 

Appendix 5: Renewals and account suspensions

When a service is due for renewal you will normally be contacted via e-mail and advised of the renewal.

The address we e-mail you on is the e-mail address used to apply for the service you have taken with us originally. Please note that the onus is on you to notify us of any changes of contact details which you can update these yourself via the control panel. If you have any problems doing this then please let us know.

 

Appendix 6: Domain Charging

Free Domain Transfers

For the full conditions regarding domain name transfers please read the information below.

Outbound transfers

We will not charge for transferring a domain away from Hipposerve if you perform the transfer from your control panel using the facility available. If you require a member of our staff to perform the transfer then this will be chargeable at £15 + VAT per instance. We make this charge as the transfer process will require engineer time to monitor and complete. The only exception to this will be where the facility to perform a transfer is not present in your control panel, in which case will not charge.

Inbound transfers

We only charge for inbound domain transfers if:

  1. The domain transfer is a FULL transfer is for a domain name type where a fee is mandated by the registry operator in which case the charge levied on us will be in turn levied on you, however, it does extend the life of the domain for 1 year. The charge is normally the cost of a one year renewal for the domain name plus VAT. A full transfer is where we become the ISP responsible for billing.

OR

2. The transfer is only a partial transfer where we are not the billing ISP but you use our DNS servers and choose not to use the domain with any of our normally paid for services – see below:

We make an annual charge of £10  plus VAT because:

  1. A partial transfer requires an engineer to add the domain to our DNS
  2. Our network resources are used in hosting the DNS entry and responding to queries for that domain
  3. By adding the domain to our DNS and control panel you are entitled to use the free web and e-mail diversion facilities we provide in our control panel.
  4. If the domain is to be used in conjunction with an existing web site hosted by us and is to be added after the point of site creation an engineer will have to alter the site and mail configuration for your web site. This takes engineer time which has to be recovered and paid for.

We believe this is a fair policy and offers good value for money. While your domain is with us we will do our best to ensure that you are kept aware of when it is due for renewal and issue renewal notices in good time ensuring you retain your domain name.

 

Looking After Our Customers

Use our hassle free legal info dashboard below to browse through our various terms and conditions.

Terms & Conditions

General terms and conditions relating to the use of our services. You need to agree to these before we supply a service to you.

Acceptable Use Policy

Acceptable use when using our services, in terms of disk space and bandwidth and other conditions

Domain Names T&C's

Terms and conditions related to the purchase and use of domain names.

Cookie Policy

General terms and conditions relating to the use of our cookies on our website and sales interface.

Privacy Policy

How we ensure that customer and site visitor data is protected.

Charging Policy

Information relating to the charging of our services

Special Offer Policy

Information and terms relating to any special offers that are available with Hipposerve.

Usage Policy

Information and Terms relating to the usage of our services

Service Level Agreement (SLA)

Our SLA to our customers.

Get in Touch

Address

Union House, 111 New Union Street
Coventry, West Midlands
CV1 2NT

Phone Number

+44 0330 043 1502

Anything Else?

Hipposerve - Hassle-Free FAQ's

Here are some answers to Frequently Asked Questions.

Frequently Asked Questions
I already have a domain name, can I transfer this to you?

Yes, you can. There are different ways to do this depending on the type of domain name that you have, but our automated systems do most of the work for you. You will have to contact your existing domain registrar and tell them that you wish to move, and then our systems can do the rest. It takes a few days for the transfer to take place.

Can I upgrade a package, if I outgrow it?

Yes, you can automatically upgrade a package and you will be charged pro-rata from the time that you upgrade. If you are unsure what do do, just give us a call and we can go through the process with you.

Can I downgrade a package, if I am not using all the facilities?

Is is possible to downgrade all or hosting plans. However if you have purchased a 1 or 3 year discounted plans we will be unable to refund the difference and the price will be updated at the start of the next billing cycle.  See our terms and conditions for further details.

What's the difference between shared hosting and other hosting plans

Shared hosting is a low-cost web hosting solution suitable for the vast majority of personal, community  and small business websites. Whilst you have your own private space, resources are shared between other users on the server.

For customers with demanding or high traffic sites, or for those looking to host a web sites with faster speeds our Business Pro or VPS hosting is recommended. These are fully managed for you, and as always, hassle free.

What control panels does your hosting come with?

Our shared hosting plans all currently come with cPanel, which is perfect for managing all aspects of your website.

Our Business Pro plans come with a choice of Plesk or cPanel depending on your requirements.

Our VPS and Dedicated server solutions come with a range of control panels and software installation options suitable for individual needs. These can be customised for specific purposes by our Hippo Helper team.

 

 

How long does it take to set up an account?
Shared hosting is set up automatically as soon as you make payment. Some of our options require manual settings to be made by our technicians and they have a 48 hour lead time. Our VPS can servers take between 24 and 48 hours to set up.

It is worth remembering if you purchase a new domain name or transfer an existing name to us DNS propagation can take up to 72 hours. This is beyond our control.

What billing cycles do you offer?

On most of our products we offer monthly, annual or 3 year billing cycles.

In most cases, the longer the billing cycle, the more money you save.

Is my account backed up?

Whilst we backup our servers in the event of catastrophic failure, we do not provide these to customers to restore their services as a result of individual account failures.

We would always recommend that customers purchase one of our Hippo Care plans during the order process, which includes a full account nightly backup, with 30 day retention.

What payment methods do you accept?

We accept all major credit cards, direct debit and more than 50 different cryptocurrency coins. 

We are also able to accept BACS payments by arrangement for annual or 3 yearly billing cycles only.

Can I resell my web space?

We offer specific hosting plans for web designers and developers who want to publish more than one website.

Significant savings can be had by signing up to one of these packages.

The more sites you add, the cheaper each site becomes!

We also take care of all the techie work, so you can get on with your design business

Can I have additional domains pointed at my account?

Yes, we actually recommend it. The more versions of your business name that you have parked or being used as an alias, the less chance there is of someone else using that name and passing themselves off as you.

All our packaged allow multiple domain name parking and our technical team will help you set it up.

Can I run an ecommerce site?

Of course, we support and are able to offer advice on a range of E-Commerce solutions.

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My Best Investment and Asset

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"The service in both technical and hosting is that of premium, 5 star and the relationship I have with them is very strong. They host and provide elite technical support for four of my businesses within the private business and health sector and have been on hand to provide both incredible support since that time began. The best investment and asset, by far, I have to my portfolio of businesses. Thank you for the fantastic support, the ongoing premium service and helping me and my business grow from the ground up. It’s meant everything, the world and every bit more. "

Matthew -MWStrength and Performance

 

Excellent Value for Money

    

"Amazing support and excellent value for money. So glad I found Hipposerve after wasting money, time and effort with competitors."

Jim - JSF SEO

 

Nothing Too Much Trouble

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"Amazing Service - nothing too much trouble and explained everything in language I could understand! Thank you"

Julie - ActionCoach

 

Amazed by their Professionalism and Enthusiasm

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“Throughout my experience, I was absolutely amazed by the enthusiasm and professionalism of the team. In over 40 years in the IT industry, I can genuinely say that I have never come across customer service to match it.”

Chris Fairgrieve - Hamptworth Seniors Golf

 

The Hippo Couldn't Help me Enough

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“Even though I pay a very small amount of money for my product, The Hippo couldn't help me enough, I wasn't made to feel like I wasn't worth his time, in fact i was flattered that even though a lower paying customer I was still given the individual customer care. He was really patient and helpful. Thanks so much for helping me to sort everything I needed. Best email service ever. I'd highly recommend Hipposerve to everyone, especially people who, like myself, aren't "tech savvy". Thanks again!”

Claire-Marie - Delightful Balloons

 

Highly Recommended!

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"Highly Recommended! I cannot stress enough how good Hipposeve are, I've transferred my businesses hosting, email, etc over to them, I've recommended them to my clients and my clients have transferred to them, no problem is an issue and it's sorted in super time. Excellent Customer Service."

Adam Payne - TCMUK

 

A Great Customer Experience

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"The work requested was completed by Hipposerve very quickly and a totally different experience compared to my previous host. If you are looking to renew your hosting, maybe looking to update your website or even starting out then I can highly recommend Hipposerve. Thank you to the team at Hipposerve for a great customer experience."

John Fogarty - JPF First Aid

 

Thanks for Your Help

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"Hipposerve have been fantastic at helping me with my client projects. His hosting service is excellent, but his customer service is world-class! Thanks for all your help. I look forward to working with you regularly."

Will Stogdale - Boost Deisgn

 

Restored My Faith in Web Hosting

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"Hipposerve simply took away all the hassle I was expecting with transferring my domain names. I have had some awful experience with other well known companies, but this friendly Hippo has restored my faith in hosting my own domain name. The service is excellent, and the transfer couldn't have been easier or more straight forward. Thanks so much."

Steven Charman - Action Coach

 

Outstanding Service

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"I am the chairman of a small charity. Hipposerve advertise that they host charity websites for free so, having designed a website myself, I contacted Hipposerve and this was confirmed. Our charity has had to pay for nothing but the domain we chose to use. The service I have received from Hipposerve has been outstanding. The website I had designed needed to be transferred to the WordPress platform. This was done by Hipposerve absolutely free-of-charge and the website became live within two days of ordering the domain. My contact at Hipposerve has been quick to respond to email enquiries and has provided as much help as one could possibly expect. Who could ask for more?"

Michael Gaukroger - Ventnor Enhancement Fund

 

It's a Pleasure to Work with Hipposerve

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"I know nothing about hosting or codes, and with Hippo, I didn't need to learn it at all! Jason advised me which hosting would be the most ideal for my business, gave me great tips on how to improve the speed of my website and took care of all the setup. I didn't have to worry about a thing as the whole process was swift and straightforward. I would not hesitate to recommend Hipposerve to anyone!"

Sara Tomaszewska - Little Media Agency

 

Great Support

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"The best thing about Hipposerve is they don't just sell you hosting and leave you to it. They actually help you personally get your website started, and offer support in the on going updating and maintenance. It really was helpful and was great support to get going as this was my first website."

Edward Glover - Expert Voice Coach

 

Easy to Setup

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"I didn't know anything about setting up a website. Once I bought my package I contacted customer support and they were able hto guide me through the process of creating my website with their web builder. I am really pleased with the result."

Sasha Hollis - Great and Small Antiques

 

Fast and Reliable

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"I run a small voice over company, it's more of a hobby rather than a business and I needed somewhere to host it that was fast and reliable. My existing provider, actually one of the 'big players', was charging me a fortune with a slow service and substandard support. Hipposerve's support has been brilliant, and to top it all, I am paying less!"

Jamie Dione - Voice Over Artist

 

Far Superior

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"I had 54 email addresses with over 25,000 emails (nearly 20GB of data) that I wanted to transfer. Hipposerve worked with me to set the best possible transfer date, when things would be quiet and they worked through the night to ensure that everything was up and running by Monday morning. The new email system is far superior to our old one too. Thank you for your support"

Craig Blackford - Event Organiser

 

Found My Problem and Fixed it Quickly

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"My website was running slowly and there were a few errors appearing on the pages. I contacted Hipposerve to use the Web Doctor service. The support I received was really great. They found the problem and fixed it quickly. Now my site is flying"

Simon West - Online Fishing Shop

 

Great Advice

    

"What great advice I received. I wanted a to host my small Theatre Website which sells tickets via a small e-commerce platform. It's nothing fancy, but on occasions has quite a lot of traffic.  The guys at Hipposerve were able to point me to the correct package to suit my needs, without breaking the bank."

Sue Blake - My Little Theatre

 

The Guys at Hipposerve were Great

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"Transferring from one web host to another can be a real headache. The guys at Hipposerve were great and helped me conduct a free transfer, ensuring minimum downtime for my site and other services. They also transferred my email, and aside for waiting for a few hours for DNS propagation, all went well. Thank you!"

Cory Langan - Go Travel Online

 

Solved my Issue in 15 Minutes!

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"I have used Hipposerve for a number of years now and one thing that stands out is the level of support they offer. Nothing has gone wrong, but when I was unable to use a particular service, they answered my support ticket, and solved my issue within 15 minutes.!"

Jack Feathergood - Personal Blog

 

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Sarah Morrison
Founder of xyz.com

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Leland Bloggs
Founder of xyz.com

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Jessica Morrison
Founder of xyz.com
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