Terms of Service

1.1 Contracting Company and Applicable Law#

These Terms govern services supplied by ParadoxNetworks Limited, company number 14831279, registered in England and Wales. A consumer is an individual acting wholly or mainly outside their trade, business, craft, or profession. Other customers are business customers.

These Terms are governed by the laws of England and Wales. For business customers, the courts of England and Wales have exclusive jurisdiction. Consumers retain the protection of mandatory laws and any right to bring proceedings in the courts of their home country. Nothing in these Terms removes rights or remedies that applicable law does not allow us to exclude.

1.2 Service Locations#

We offer hosting services in the United Kingdom, Singapore, Australia, the United States, Canada, the Netherlands, and Germany. We provide broadband services only in the United Kingdom. The location of your service is specified in your order. A service location does not by itself change the contracting company or remove mandatory local consumer or data protection rights. Processing locations and international data transfers are explained in our Privacy Policy.

2.1 Consumer Rights#

Services must match the agreed description and be supplied with reasonable care and skill. Information about us or the service on which a consumer relies when contracting remains binding where the Consumer Rights Act 2015 requires. Consumers may be entitled to repeat performance, a price reduction, cancellation, or other remedies where the applicable legal conditions are met. These rights are additional to the cooling-off rights in Section 9 and any contractual service credits.

2.2 Fair Terms#

Liability limitations, cancellation charges, and other restrictions apply only where lawful and fair. Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded. Contact legal@pdxnet.co.uk about your rights or a service problem.

2.3 Orders, Prices, and Contract Information#

For online consumer orders, we provide the service description, total price, billing cycle, minimum term, cancellation information, and applicable terms before the order is placed, with contract confirmation on a durable medium such as email. Consumer prices include VAT and any other applicable taxes and unavoidable charges. Where an additional charge cannot reasonably be calculated in advance, we explain how it will be calculated before you agree to it.

Rates stated as excluding VAT in these Terms are business rates. Before a consumer agrees to a service or charge, we will provide its total price including applicable VAT. We will obtain express agreement to optional additional charges. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply where relevant.

3.1 Account Registration#

Provide accurate, current account and contact details and keep them up to date. Take reasonable steps to protect your credentials, restrict access to authorised users, and secure the content and systems you administer. Notify noc@pdxnet.co.uk promptly if you suspect an account compromise. You are responsible for authorised use and failures within your control; this does not make you liable for our security failures or remove our responsibilities under Section 14.

3.2 Legal Compliance and Reporting#

Your use of the services and your content must comply with applicable law, including the law governing activities in your service location, and our Acceptable Use Policy. Report suspected abuse to abuse@pdxnet.co.uk. Contact the appropriate emergency service or law enforcement agency where there is an immediate danger or another reason to report directly. You do not need a police report before raising a concern with us.

3.3 Verification Checks#

We may request proportionate identity, business, payment, or address information to verify an order, prevent fraud, or comply with a specific legal obligation, including applicable sanctions requirements. We explain what information is needed and why, and handle it under our Privacy Policy.

If essential verification cannot be completed, we may decline an order or restrict the affected service under Section 11. We will allow a reasonable opportunity to respond unless an urgent legal or security reason prevents this. Any refund is handled under Sections 9 and 11.

3.4 Service Access#

We may suspend or terminate an affected service for a material breach, non-payment under Section 4, a binding legal requirement, or a significant security or operational risk. Notice, opportunities to remedy a problem, refunds, and appeals follow Section 11. Suspension can make customer data inaccessible, so maintain independent backups.

If we end a service for our own commercial reasons without customer fault, we will give reasonable advance notice and refund prepaid charges for the unused period. Mandatory notice and termination protections take priority.

4.1 Payment Disputes and Chargebacks#

Contact us promptly about a disputed payment so we can investigate. We will not treat the act of raising a genuine payment dispute or using a card-scheme chargeback, Direct Debit Guarantee, or statutory remedy as misconduct. Section 75 of the Consumer Credit Act 1974 may provide separate rights where its conditions are met; a chargeback is a card-scheme process, not itself a statutory right.

We pause collection of the genuinely disputed amount while investigating it. Undisputed charges remain payable. If a payment is reversed but a valid debt remains due, we will explain the balance and give a reasonable opportunity to resolve it before applying Section 4.3. Fraudulent or bad-faith conduct may be addressed under Section 11. Any recovery of third-party dispute costs must be lawful, reasonable, evidenced, and not a penalty for exercising a right.

4.2 Payment Due Date#

Unless a different schedule is agreed in the order, invoices are due 7 days after issue, including for colocation. We accept debit/credit cards, UK bank transfer (Faster Payments / BACS), Direct Debit, and PayPal.

4.3 Consequences of Late Payment#

• 4.3.1 Suspension: An affected service may be suspended once an undisputed invoice is 2 days overdue.
• 4.3.2 Termination: An affected service may be terminated once an undisputed invoice is 14 days overdue and no payment arrangement has been agreed.

These are the earliest action points, not automatic removal of notice or complaint rights. We give an overdue notice and a reasonable opportunity to pay or discuss a payment plan before restriction. We apply proportionate measures, consider genuine billing disputes and financial difficulties, and follow additional protections required for communications customers. Contact us through the customer portal if you are having difficulty paying. Security or legal action unrelated to a payment dispute remains subject to Section 11.

4.4 Overdue Payments and Collections#

We may refer an undisputed balance that remains overdue for 90 days to a debt collection provider after notifying you. We share only the information needed for lawful collection. Any recovery costs must be legally recoverable and proportionate. Colocation equipment remains subject to the safeguards in Section 5.2; arrears do not automatically transfer its ownership to us.

4.5 Billing Commencement and Reinstatement#

Recurring billing and the contract term start when the ordered service is activated and available for use, or on a different commencement date expressly agreed in the order. A ready-for-service notice does not start billing for a service that we have not made available as agreed. Separately agreed installation or setup work may be charged on the schedule disclosed before purchase.

After non-payment suspension, reinstatement may require settlement of the valid overdue balance or an agreed payment plan. For business customers, the reactivation fee is 25% of one month's recurring charge for the affected service, with a minimum of £25 excluding VAT. For consumers, any reactivation fee is limited to reasonable, evidenced reinstatement costs and will not exceed that rate including applicable VAT. Where a service has been fully de-provisioned, we will quote any new setup or installation work before you agree to it.

The same reactivation terms may apply after repeat suspensions for the same unresolved abuse issue under AUP Section 3.4, provided we notified you of the issue and potential fee before the repeat suspension. We confirm the total charge before reinstatement. No reactivation fee applies to a suspension made in error.

5.1 Handling of Equipment#

• 5.1.1 Shipment: Where you arrange shipment, you are responsible for choosing a suitable carrier and packaging; consider appropriate transit insurance. This does not exclude responsibility for damage caused by us or a carrier acting on our behalf, or alter any mandatory allocation of risk.
• 5.1.2 Maintenance and Spare Parts: Customers are responsible for the maintenance and repair of their own equipment. ParadoxNetworks Limited does not maintain a supply of spare parts nor offers replacement equipment for servers or hardware within our colocation facilities.

5.2 Financial Obligations#

• 5.2.1 Payment Schedule: Invoices are due under Section 4.2 unless your order expressly agrees a different schedule.
• 5.2.2 Consequences of Non-Payment:
  • Service Suspension: The 2-day overdue threshold and notice, dispute, and proportionality safeguards in Section 4.3 apply.
  • Service Termination: The 14-day overdue threshold and safeguards in Sections 4.3 and 11 apply.
  • Equipment and Arrears: We do not acquire ownership of your equipment because an invoice is overdue. Any right to retain equipment must arise under an expressly agreed, lawful lien or applicable law. We will give written notice and a reasonable opportunity to resolve the debt and arrange collection. Any sale or disposal requires a valid legal power and compliance with the applicable notice and sale procedure, including the Torts (Interference with Goods) Act 1977 where relevant to equipment in England and Wales. We account for sale proceeds and return any surplus after deductions lawfully permitted. Mandatory local property rights and third-party ownership rights are preserved.
• 5.2.3 Trouble Making Payment: Customers facing financial difficulties are urged to proactively communicate with our billing department.

5.3 Service Transfer#

• 5.3.1 Procedure: To transfer a colocation service, a bill of sale signed by both transferring and receiving owner must be provided.
• 5.3.2 Financial Responsibilities: All invoices and financial obligations up to the point of transfer must be settled by the previous owner.

5.4 Remote Hands Service#

• 5.4.1 Availability: ParadoxNetworks Limited offers a Remote Hands service for technical support, troubleshooting, and equipment handling within our colocation facilities.
• 5.4.2 Fees and Billing: Billed at £100 per hour (excluding VAT), in 15-minute increments, with a minimum charge of 30 minutes per request. Out-of-hours work (outside 09:00 to 17:00 UK time, Monday to Friday) is charged at 1.5x the standard rate; weekend and UK bank holiday work is charged at 2x the standard rate. The weekend or bank holiday multiplier takes priority and multipliers are not added together. Final scope and total price, including applicable VAT for consumers, will be confirmed in writing before work begins.

5.5 Physical Access to Colocation Facilities#

• 5.5.1 Access Policy: Physical access is not granted as a standard provision of colocation services.
• 5.5.2 Written Permission Requirement: Customers must obtain written permission in advance, evaluated case-by-case.
• 5.5.3 Notice Period for Access: All requests require at least 24 hours' notice.
• 5.5.4 Emergency Access: Less than 24 hours' notice may be granted in exceptional cases. Use Remote Hands where possible.
• 5.5.5 Security and Compliance: Visitors must comply with on-site security and operational procedures.

ParadoxNetworks Limited provides IP Transit services on AS52025, enabling customers to connect their networks to the internet through our infrastructure. Use of IP Transit is also subject to the BGP Usage Policy in Section 5 of our Acceptable Use Policy.

6.1 Service Provision#

• 6.1.1 Plans and Bandwidth Limits: We offer IP Transit services under a variety of plans, each with predetermined committed and burstable bandwidth limits as defined in the customer's order form. Burstable bandwidth is capped at the physical port speed unless otherwise agreed in writing.
• 6.1.2 Routing: Routing policy, BGP communities, and prefix announcement requirements are documented separately and may be updated from time to time.

6.2 Overage Billing#

• 6.2.1 Bandwidth Usage Calculation: Monthly bandwidth usage is calculated using the 95th percentile method, sampled at 5-minute intervals across the calendar month, evaluated separately for inbound and outbound traffic with billing on the higher of the two.
• 6.2.2 Charges for Exceeding Bandwidth: Sustained traffic exceeding the committed bandwidth incurs overage charges per Mbps over the limit, billed on the next monthly invoice at the rate stated in the customer's order form.
• 6.2.3 Notification and Plan Adjustment: Customers nearing or surpassing limits will receive prior notification and may upgrade or adjust their plan.

Usage reports are available on request and via the customer portal.

7.1 Service Provision#

We provide broadband services only in the United Kingdom, through Exascale Limited as the underlying carrier. ParadoxNetworks Limited is your retail provider and remains responsible for its contract with you. Exascale manages the underlying line provisioning and infrastructure.

7.2 One Touch Switch (OTS)#

For eligible UK fixed broadband switches, we coordinate with Exascale and other providers to support One Touch Switch and the applicable switching rules. The gaining provider normally manages the switch. Contact us for help with a switch or an incorrect switching notice. Carrier involvement does not transfer our regulatory or contractual responsibilities to you or require you to resolve our supplier arrangements yourself.

7.3 Service Problems and Carrier Dependencies#

Report broadband faults to us through the customer portal or noc@pdxnet.co.uk. We will investigate and coordinate any repair requiring Exascale's involvement. Speeds, installation commitments, and any specific service levels are set out in your order and the applicable service information. A supplier delay or outage does not automatically exclude our liability, statutory remedies, or any compensation required by applicable law. The IP Transit and Colocation credit schedule in Section 16 does not apply to broadband unless your order expressly includes it.

8.1 Service Renewal#

Unless the order specifies a different billing cycle or minimum term, services continue on a rolling 30-day basis until cancelled. The order must state any fixed commitment and what happens when it ends. We do not impose a new fixed minimum term on a consumer merely because they continue using a service after the original term.

We provide renewal, end-of-contract, best-tariff, and other notices where required by applicable law or the agreed service terms. You can check your billing and renewal dates in the customer portal.

8.2 Cancellation by Customer#

To cancel at the end of your billing period, open the relevant service in the client area and submit a cancellation request for the end of the billing period. If you cannot use the cancellation request feature, open a ticket in the client area or email legal@pdxnet.co.uk for assistance, identifying the account and service. For ordinary cancellation of a rolling service, a request received before the next renewal date ends the service at that date. We confirm the effective date; access continues until then unless you request an earlier end or Section 11 applies.

For a fixed minimum term, any early termination charge must have been disclosed and agreed before purchase and must be lawful and proportionate. Ordinary cancellation does not automatically create a refund for time during which the service remains available. Cooling-off rights, remedies for service failures, switching rights, and cancellation following a qualifying contract change take priority. Retrieve data before the effective termination date under Section 11.3.

9.1 Consumer Cooling-off Rights#

Consumers purchasing services at a distance or off-premises have a cancellation period ending 14 days after the day the contract is made, subject to any applicable statutory exception. You do not need to give a reason. A clear cancellation statement sent before the deadline is sufficient. If we fail to provide required cancellation information, the period may be extended by law.

We may start supplying services during that period only at your express request. If you then cancel, we may charge a proportionate amount for services actually supplied only where the required information and request were obtained. The right is lost on full performance only if you expressly requested early performance and acknowledged that full performance would end the right. Activating an ongoing hosting or connectivity service does not itself mean the whole contract has been fully performed.

Setup, installation, cross-connect, third-party, payment, or similar charges are not automatically exempt from statutory refund rights. Any permitted deduction must meet the applicable legal conditions. Statutory refunds include the applicable tax on refunded charges.

9.2 Other Refunds#

Business customers do not receive the consumer statutory cooling-off right. Refunds or credits may still be due under the agreed service terms or applicable law. We may offer additional goodwill credit. Any request for an explanation relates to investigating a service problem or discretionary credit and is not a condition of a statutory cancellation.

9.3 How to Cancel and Receive a Refund#

For a cooling-off cancellation, open a ticket in the client area with a clear statement that you wish to cancel. You can also send your cancellation by email to legal@pdxnet.co.uk or by post to ParadoxNetworks Limited, 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom. No particular form is compulsory. For an ordinary cancellation at the end of your billing period, submit a cancellation request on the relevant service in the client area as explained in Section 8.2.

For a statutory cooling-off cancellation, we make the refund without undue delay and within 14 calendar days after being informed of the cancellation. We use the original payment method unless you expressly agree to another fee-free method. Other refunds follow the deadline required by law or the applicable service terms.

9.4 Model Cancellation Form#

Complete and return this form only if you wish to cancel. It may be copied into an email or printed.

• To: ParadoxNetworks Limited, 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom; legal@pdxnet.co.uk
• I hereby give notice that I cancel my contract for the supply of the following service: [service]
• Ordered on: [date]
• Name of consumer: [name]
• Address of consumer: [address]
• Signature of consumer: [only if this form is sent on paper]
• Date: [date]

Outbound port 25 (SMTP) is blocked by default to prevent email abuse and to protect IP reputation. Customers requiring outbound port 25 must raise a ticket in the customer portal with the following:

• 10.1 The IP address(es) requiring access
• 10.2 Intended use of port 25 (sending domain, expected volume, MTA in use)
• 10.3 Reverse DNS (PTR) configured to match the sending hostname
• 10.4 SPF, DKIM, and DMARC records published for the sending domain

Requests are reviewed individually. Access may be refused or revoked where there is a substantiated abuse or security risk. A complaint or blocklist entry alone does not prove wrongdoing; we consider the evidence, including inherited IP reputation, and provide the review route in AUP Section 3.4. Submission ports 587 (with STARTTLS) and 465 (SMTPS) are not blocked.

11.1 Grounds, Notice, and Review#

We act on the grounds in Section 3.4 and restrict only the services reasonably necessary to address the problem. For a remediable breach, we explain the issue and give a reasonable opportunity to correct it. Immediate action may be needed for a serious or repeated breach, active attack, significant security risk, or binding legal requirement. Where advance notice is not practicable or lawful, we explain the action and available next steps as soon as we reasonably can and are permitted to do so.

Non-payment follows Section 4.3. You may challenge an abuse decision under AUP Section 3.4 or raise any other complaint under Section 17. A complaint does not prevent necessary urgent protection, but we will consider it fairly and restore service without a reactivation charge if our action was mistaken.

11.2 Charges and Refunds on Termination#

Charges for service properly supplied remain payable. We refund prepaid charges for the unused period after termination, less any lawful, proportionate amount genuinely due for your breach or an agreed minimum term. We explain deductions and do not impose automatic forfeiture of all advance payments. Consumer statutory remedies remain available regardless of the reason for termination.

11.3 Customer Data Retrieval#

Keep independent backups and export data before the effective termination date, including where you have requested cancellation. Sending a future-dated cancellation request does not itself authorise immediate deletion. Where practicable and lawful, we allow a reasonable opportunity to retrieve data before termination, but urgent restrictions can prevent access. The retention and deletion rules in Section 15.3 apply. This does not exclude liability for data loss caused by our breach or remove mandatory rights.

12.1 Staff Safety and Fair Complaints#

Threats, targeted harassment, and abusive conduct towards staff are prohibited. We may restrict abusive contact channels and, for serious or repeated misconduct, take proportionate service action under Section 11. Firm criticism, a genuine complaint, a lawful payment dispute, or the use of a regulator, court, or ADR process is not itself harassment. We retain a reasonable route for legitimate account and complaint communications.

13.1 Our IP#

Our own website, software, documentation, and other materials remain the property of ParadoxNetworks Limited or the relevant licensors. Customer materials remain yours, and third-party or open-source software remains subject to its applicable licence. Users are granted a non-exclusive, non-transferable licence to use the services for their business or personal purposes under the terms of this agreement.

13.2 Customer IP#

Customers retain all intellectual property rights in their data, content, and configurations. Customers grant ParadoxNetworks Limited a limited, non-exclusive licence to host, store, transmit, process, and (where operationally required, for example during migrations or node maintenance) temporarily copy such content solely to the extent necessary to provide and secure the services or meet a lawful retention or disclosure requirement. Processing of personal data remains subject to Section 15 and applicable law. This operational licence does not constitute a managed backup service (see Section 15.3).

14.1 Business Customers#

Subject to Section 14.3, our total liability to a business customer arising out of the services is limited to the charges paid or payable for the affected services during the 12 months immediately before the event giving rise to the claim. This limit applies only where reasonable under applicable law, including the Unfair Contract Terms Act 1977. We exclude indirect or consequential business losses to the extent lawfully permitted. A loss is not automatically indirect merely because it concerns data or profits.

14.2 Consumer Customers#

For consumers, we are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill. Loss is foreseeable if it is obvious that it may happen or if, when the contract was made, both parties knew it might happen. Section 14.1's business cap and exclusions do not apply to consumers. Mandatory remedies under applicable consumer law remain available.

14.3 Liability That Cannot Be Excluded#

Nothing in these Terms, an order, the AUP, an SLA, or a supplier dependency excludes or restricts liability for:

• 14.3.1 Death or personal injury caused by negligence.
• 14.3.2 Fraud or fraudulent misrepresentation.
• 14.3.3 Breach of statutory rights to the extent they cannot be excluded or restricted.
• 14.3.4 Any other liability that cannot lawfully be excluded or restricted, including applicable data protection liabilities.

15.1 Customer Data Processing Terms#

We act as controller for our own account, billing, support, and security activities as described in the Privacy Policy. Where we process personal data in customer-hosted content on your behalf, you are the controller, or a processor authorised by the controller to appoint us. The following terms apply to that processing, together with any separately agreed data processing agreement:

• Scope and duration: Processing consists of storing, transmitting, retrieving, administering, and deleting content to deliver the ordered hosting or related service for its term and any agreed return or deletion period. You determine the data supplied, which may include identification, contact, account, communications, and application data concerning your users, customers, staff, or other people represented in your content. The order, service configuration, and any further written instructions describe the actual scope. Identify any special requirements, sensitive data, or location restrictions before supplying data that needs them.
• Your responsibilities and instructions: You are responsible for lawful collection, notices, a lawful basis, and authority to give instructions. We process only on documented instructions, including for international transfers, unless applicable UK law requires otherwise. Where law requires different processing, we inform you before it takes place unless that law prohibits notification. We immediately inform you if an instruction appears to infringe applicable data protection law. Instructions may be recorded in the agreement, service configuration, or written support correspondence.
• Confidentiality and security: We ensure authorised people are bound by confidentiality obligations and implement technical and organisational measures appropriate to the risks under Article 32 UK GDPR. You remain responsible for security of systems and applications you control. Security responsibilities and any additional requirements may be documented in the order or a separate processing agreement.
• Sub-processors: Before appointing another processor for your hosted personal data, we identify its role and obtain your prior specific or general written authorisation. Under a general authorisation, we give advance written notice of intended additions or replacements so you can object on reasonable data protection grounds before the change. We impose equivalent relevant data protection obligations in writing and remain responsible to you for the sub-processor's performance of those obligations. A list of payment or login providers in our Privacy Policy is not blanket authorisation for them to receive hosted content.
• Assistance: Taking account of the nature of processing and information available, we assist with data-subject requests, security obligations, breach notifications, impact assessments, and consultation with supervisory authorities. We notify you without undue delay of a personal data breach affecting data processed on your behalf and provide relevant information as it becomes available.
• Return or deletion: At the end of the service, we delete or return hosted personal data at your choice and delete remaining copies, unless applicable law requires retention. Tell us before the service ends if you require return, and arrange export while it remains accessible. In the absence of an instruction to return, our documented default is deletion under Section 15.3. Any necessary retention for our own lawful controller purpose, such as a specific legal claim, must have an independent lawful basis and the safeguards in the Privacy Policy; it is not permission to keep unrelated hosted content.
• Information and audits: We make available the information needed to demonstrate compliance with Article 28 and allow and contribute to audits and inspections by you or your appointed auditor. We may agree reasonable arrangements to protect other customers and system security; those arrangements must not defeat your statutory audit rights.

An expressly agreed data processing agreement governs any conflict about customer data processing, subject always to mandatory law. These terms do not authorise processing beyond your lawful instructions or replace any required international transfer mechanism.

15.2 Individuals' Rights#

Access, correction, erasure, restriction, objection, portability, and withdrawal of consent apply where their legal conditions are met. The Privacy Policy explains how to use these rights and complain. Contact legal@pdxnet.co.uk. Requests about content for which you are the controller are handled with your assistance and instructions, subject to applicable law.

15.3 Retention, Backups, and Deletion#

Tax and accounting records are normally kept for 6 years from the end of the last company financial year they concern, or longer where legally required. Essential contract and account-history records may be kept for up to 6 years after the relationship ends where needed for legal claims. This does not impose a 6-year retention period on every credential, verification document, or hosted file. The category-specific periods and exceptions are in Privacy Policy Section 9.

We do not provide managed backups for VPS or other compute services. Keep your own independent backups. Temporary operational copies used for migrations, node maintenance, or hardware replacement are not a customer backup service and are deleted when the operation is complete, subject to a lawful evidence hold.

At effective termination, access ends and we initiate secure deletion of customer storage and configurations. We securely erase storage or otherwise make the data unrecoverable before reassignment to another customer. Methods and completion times depend on the storage platform; this does not promise immediate physical overwriting of an entire shared device. Retrieve data before termination, or arrange its return under Section 15.1.

Network traffic logs and abuse case records are retained for 6 months; other server and account-access logs are retained only as needed, for up to 12 months. Relevant billing and formal complaint records follow their specific legal requirements, including at least 12 months after closure for regulated communications complaints where required. Relevant evidence may be kept longer for a binding legal requirement, active investigation, or legal claim where necessary and lawful. Such holds are limited, access-controlled, reviewed, and ended when the lawful reason ceases; unrelated data follows the normal deletion process. An evidence hold is not a backup. These rules are read with Privacy Policy Section 9 and AUP Section 3.2.

15.4 Personal Data Breaches#

For data processed on your behalf, we notify you without undue delay after becoming aware of a personal data breach and assist you with your duties. For processing where we are controller, we notify the ICO and affected individuals when required by the applicable risk thresholds and deadlines. Privacy Policy Section 11 explains these distinctions.

16.1 Service Availability#

ParadoxNetworks Limited targets 99.5% uptime for IP Transit and Colocation services, measured monthly per service instance. Uptime is measured by our internal monitoring (BGP session state, ICMP probes, and per-port traffic counters from our edge equipment), with results published on our status page. Scheduled maintenance windows announced in advance, force majeure events (Section 20.1), and outages caused by the customer are excluded from uptime calculations. A third-party outage is excluded only to the extent genuinely outside our reasonable control and not caused or prolonged by our failure to exercise reasonable care. Supplier involvement alone is not an exclusion.

This SLA does not apply to VPS products, which are provided on a best-effort basis without an uptime commitment or service credits. Broadband service levels follow Section 7.3, your order, and AUP Section 10. A best-effort service or an SLA exclusion does not remove our obligation to exercise reasonable care and skill or your statutory remedies.

16.2 Support Response Times#

Our initial support response target is 24 business hours, counted during 09:00 to 17:00 UK time, Monday to Friday, excluding public holidays. An initial response is not a guarantee that the issue will be resolved within that time. Tickets raised outside business hours are handled on a best-effort basis.

Operational and security incidents may also be sent to noc@pdxnet.co.uk; general queries to hello@pdxnet.co.uk.

16.3 Service Failure Remedies#

Service credits for uptime failures:

• 16.3.1 At least 99.0% but below 99.5% uptime: 5% of the affected service's monthly recurring charge
• 16.3.2 At least 98.0% but below 99.0% uptime: 10% of the affected service's monthly recurring charge
• 16.3.3 Below 98.0% uptime: 25% of the affected service's monthly recurring charge

Request an SLA credit within 30 days after the affected month, with the service and incident details. We verify the claim against the agreed measurement and exclusions and explain the outcome. Qualifying claims receive the applicable credit; approval is not discretionary. Only the highest applicable tier applies to a service for a month. Credits are applied to the next invoice or refunded if the service has ended and no further invoice is due. These contractual credits do not replace statutory remedies or prevent a claim otherwise available under these Terms; the same loss cannot be recovered twice.

17.1 Complaints Procedure#

You may complain without charge by emailing legal@pdxnet.co.uk, opening a customer portal ticket, using our contact form, or writing to our registered address in Section 21. Include the service or account, what happened, and the outcome you seek. We acknowledge complaints within 2 business days, investigate, and provide a substantive response within 14 calendar days. If more time is needed, we explain why and keep you informed. If you remain dissatisfied, ask for a further review. We explain the outcome and any available escalation route. Data protection complaints also follow Privacy Policy Section 10.2. For residential and eligible small-business communications customers, Ofcom's rules provide for access to the provider's approved ADR scheme after 6 weeks from the initial complaint, or sooner on receipt of a deadlock letter. Our current ADR position is explained in Section 17.2.

17.2 Out-of-Court Dispute Resolution#

Ofcom requires providers of relevant communications services to residential and eligible small-business customers to belong to an approved ADR scheme, which is free to eligible complainants. We do not currently have confirmed membership of an Ofcom-approved ADR scheme and cannot promise access to a named scheme. Customers can contact Ofcom for complaints guidance or to report concerns about access to ADR. Ofcom does not resolve individual disputes, and this statement does not remove our regulatory obligations.

For other services, we will engage in good-faith negotiation or, where both parties agree, mediation through a recognised provider. These procedures do not restrict statutory rights, access to the courts, or either party's ability to seek urgent injunctive or interim relief.

17.3 Limitation Period#

Claims are subject to the limitation periods and exceptions imposed by applicable law. Different claims and jurisdictions can have different periods. These Terms do not create a separate contractual deadline that shortens a statutory period.

18.1 Modification Rights#

We may update these Terms and the AUP to reflect changes in law, regulatory or registry requirements, services, security risks, or abuse-prevention practices. We will give at least 30 days' prior notice of changes that materially affect permitted use, charges, or recurring service terms, explaining the change and its effective date. For existing customers, those changes take effect only after the applicable notice period. Immediate action may be taken where required by law or necessary to address an urgent security threat; we will explain it as soon as reasonably practicable.

Where a material change disadvantages a consumer customer, they may cancel the affected service before the change takes effect without an early-termination charge and receive a refund of prepaid charges for the unused period after cancellation. Any additional cancellation rights required by applicable communications law also apply. These rights take precedence over the ordinary cancellation and refund terms in Sections 8 and 9. Continued use does not waive statutory rights or replace any consent required by law.

Our Acceptable Use Policy outlines the guidelines and limitations on the use of our services. Compliance is mandatory for all users.

20.1 Events Outside Reasonable Control#

A party is not responsible for a failure caused by an event genuinely outside its reasonable control, to the extent the law permits. Examples can include severe natural events, war, government restrictions, and external network or facility failures that could not reasonably have been prevented or overcome. Merely involving a supplier, cyberattack, or equipment failure does not establish this exception. The affected party must notify the other as reasonably practicable, mitigate the effects, and resume performance promptly. This clause does not remove mandatory refund, termination, or consumer rights, or excuse a failure to take reasonable protective measures.

20.2 Severability#

If a term is invalid or unenforceable, the rest of the agreement continues so far as legally possible. An unfair consumer term does not become binding merely because it could be rewritten more narrowly.

20.3 Contract Documents#

The agreement consists of the accepted order or service schedule, these Terms, and the Acceptable Use Policy. Specific, expressly agreed service terms take priority over general wording, subject to mandatory law and any express order of precedence in an agreed data processing agreement. Our Privacy Policy explains how we handle personal data; acceptance of these Terms is not blanket consent to processing or marketing.

These documents do not exclude liability for fraud or misrepresentation, or remove pre-contract information or promises that the law makes binding, including information relied on by a consumer.

20.4 Notices#

You may send contractual notices by email to legal@pdxnet.co.uk or by post to ParadoxNetworks Limited, 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom. You do not need to use both. The cancellation and complaint channels in Sections 8, 9, and 17 remain available. Statutory cancellation deadlines are met by sending notice within the required period, where the law so provides.

We send contractual notices to your current account contact details using the form required by law. Keep those details up to date. We will not knowingly rely on an undelivered message as effective notice. Formal service of court proceedings remains subject to the applicable procedural rules.

20.5 Assignment#

Please obtain our written consent before transferring your service contract to someone else; we will not unreasonably withhold it where the new customer can meet the service and payment requirements. We may transfer a contract as part of a reorganisation or business sale on notice, provided the recipient assumes our obligations and the transfer does not reduce your contractual or statutory protections. If a transfer materially disadvantages a consumer, they may cancel the affected service without an early termination fee and receive a refund for prepaid unused service.

20.6 Third Party Rights#

Unless expressly agreed, a person who is not a party to the contract has no right to enforce it under the Contracts (Rights of Third Parties) Act 1999. This does not restrict rights or remedies available independently under data protection, consumer, or other applicable law.

For inquiries, support, or concerns regarding these Terms, our Privacy Policy, or the Acceptable Use Policy:

• 21.1 General: hello@pdxnet.co.uk
• 21.2 Legal, complaints, data rights: legal@pdxnet.co.uk
• 21.3 Network operations and security incidents: noc@pdxnet.co.uk
• 21.4 Abuse reports: abuse@pdxnet.co.uk
• 21.5 Postal address: ParadoxNetworks Limited, 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom
• 21.6 Company number: 14831279, registered in England and Wales