Terms of Service

1. Who we are

XVN Web Services ("XVN", "we", "us", "our") is a sole trader business trading from Suite 506, MBE Leeds, 33 George Street, Leeds, LS1 3AJ, United Kingdom.

You can contact us by email at [email protected] or by phone on 0800 112 5151 (Mon–Fri, 9am–5pm UK time).

2. Agreement to these terms

These Terms of Service ("Terms") govern your access to and use of xvnweb.com (the "Site") and any hosting, development, design, SEO, social media or other service you order from us (each a "Service", together the "Services"). By using the Site, requesting a quote, or placing an order, you ("you", "Customer") agree to be bound by these Terms.

You must be at least 18 years old, and if you are accepting these Terms on behalf of a business, you confirm you have the authority to do so. If you do not agree to these Terms, please do not use the Site or order any Services.

Where a specific Service has its own additional terms (for example a signed project proposal, statement of work, or an acceptable use policy we publish separately), those terms apply alongside these Terms and take priority in the event of a direct conflict on that specific point.

3. Our services

We offer cloud hosting, web and app development, logo and brand design, search engine optimisation (including answer-engine and generative-engine optimisation), and social media automation, either individually or as bundled packages, as described on the Site from time to time.

Prices and package contents shown on the Site are indicative and may be updated at any time before you place an order. Once you place an order or accept a quote, the price and scope confirmed to you at that point applies for the term of that order, and we will not increase your recurring price for that Service on renewal — the price you sign up at is the price you renew at, for as long as you keep that Service active on the same terms.

4. Quotes and orders

You can configure certain packages (such as hosting plans) directly on the Site, or request a bespoke quote through our contact form, email or phone for development, design, SEO and social media work. A contract between us is formed when we confirm your order or you accept a written quote from us, whichever happens first — not simply by submitting an enquiry or configuring a plan on the Site.

We may decline any order at our discretion, for example if we cannot deliver within a requested timeframe or if we reasonably suspect fraud or misuse.

5. Pricing and payment

All prices on the Site are shown in pounds sterling (GBP) unless stated otherwise. If VAT or another sales tax applies to your order, it will be added and shown to you before payment is taken.

Payments are processed by third-party payment providers. We do not store your full card details on our own systems. Recurring Services (such as hosting, SEO or social media packages) are billed on the cycle you select (monthly or annual) and will renew automatically at the end of each billing period unless you cancel in accordance with Section 11.

If a recurring payment fails, we will attempt to notify you and may retry the payment. We may suspend or, if the failure continues, terminate the affected Service if payment is not resolved within a reasonable period after notice.

6. Hosting services

Hosting plans include the storage, bandwidth, mailbox and backup allowances stated on the Site for your selected tier, subject to the fair use policy referenced on the pricing page. Any uptime figure we publish (such as "99.9%+") is a service target, not a guaranteed service level, unless we've separately agreed a service level agreement with you in writing.

Backups are provided as described for your tier as a convenience and are not a substitute for your own copies of important data. We recommend keeping an independent backup of anything you cannot afford to lose.

We may suspend a hosting account that breaches Section 12 (Acceptable use), poses a security risk to our infrastructure or other customers, or where payment is overdue, and will where reasonably possible give notice first.

7. Domain name registration

Where we register or renew a domain name for you, you (the Customer) are the registrant of that domain, not XVN — we act only as your reseller or agent for the registration. WHOIS privacy is included at no extra charge where the relevant registry supports it.

• Domains bundled free with an annual hosting plan are limited to the top-level domains stated at checkout and renew at our standard rate from the second year onward.
• Unless you tell us to switch it off, auto-renewal is enabled by default on domains we manage for you, and we'll email you ahead of expiry.
• If you ask us to transfer a domain away from us, we will provide the transfer authorisation code within 5 working days at no charge.
• If a domain is allowed to lapse and enters a redemption period with the registry, recovering it may incur a redemption fee charged by the registry (typically £80 or more), which is passed on to you.
• ICANN rules require registrant contact details to be verified; an unverified domain may be suspended by the registry after 15 days, so please respond promptly to any verification email.

8. Development and design projects

Website, app and brand/logo design projects are quoted as fixed-price, one-off engagements unless agreed otherwise in writing. Unless your quote says otherwise:

• A 50% deposit is payable on signing, and this deposit is non-refundable once work has begun, reflecting the time we set aside for your project.
• The remaining balance is due on completion/launch, before final files, source access or the live site are handed over.
• Revisions are included up to the number stated in your package or quote; further revision rounds may be quoted separately.
• Delivery timeframes (e.g. "2–10 weeks") are estimates and depend on you providing content, feedback and approvals promptly — delays on your side may extend the timeline.
• You are responsible for making sure any content, images, logos or text you supply to us do not infringe anyone else's rights.

Ownership of deliverables is addressed in Section 13 (Intellectual property).

9. SEO and social media services

SEO and social media automation packages are supplied on a rolling monthly basis with no minimum term beyond 3 months, unless your package states a different minimum term. After any minimum term, you may cancel with the notice period stated at checkout (or, if none is stated, 30 days' notice) to take effect at the end of your current billing period.

We do not guarantee specific search rankings, traffic, leads, follower counts, engagement rates or sales. Search engines, AI answer engines and social platforms control their own algorithms and policies, which are outside our control and can change at any time. We will carry out the work described in your package using reasonable skill and care, but results depend on factors beyond our control, including your market, competitors and platform changes.

10. Free site audit

Our free site audit is provided for informational purposes to give you an indicative view of your site's performance, SEO and security posture. It creates no obligation on either side, does not form part of any paid engagement unless you separately order one, and should not be relied on as professional, security or legal advice.

11. Cancellation and refunds

To cancel any Service or request a refund, contact us at [email protected]. This section does not affect any statutory right you may have to cancel under UK consumer law where you are a consumer rather than a business customer.

12. Acceptable use

You must not use our Services to store, transmit or publish anything unlawful, infringing, defamatory, or that facilitates spam, malware, phishing, denial-of-service attacks or other abuse, or that otherwise interferes with our infrastructure or other customers. We may suspend or terminate a Service immediately, without refund, for a serious or repeated breach of this section.

13. Intellectual property

The Site itself (its design, text, code and branding) is owned by us or our licensors and may not be copied or reused without permission, other than as needed to normally browse and use the Site.

For development, design and similar deliverables we create for you: unless your quote says otherwise, full ownership of the final, delivered work (for example, a finished logo or website) transfers to you once we've received payment in full for it. We may retain the right to display completed work in our portfolio and marketing unless you ask us not to. Pre-existing tools, frameworks, code libraries and know-how we use to build your deliverable remain ours.

You retain ownership of any content, trademarks or materials you provide to us, and you grant us the licence we need to use them to deliver the Services you've ordered.

14. Warranties and disclaimers

We provide the Services using reasonable skill and care. Except as expressly stated in these Terms, the Services are provided "as is" and we do not warrant that they will be uninterrupted, error-free, or fit for a purpose we haven't been specifically told about in writing. Nothing in this section limits any right you have under UK consumer law where you are a consumer.

15. Limitation of liability

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded.

Subject to the above, we are not liable for any indirect or consequential loss, or for loss of profits, revenue, business, data or goodwill, arising out of or in connection with the Services. Our total aggregate liability to you in connection with a Service is limited to the total fees you paid us for that Service in the 12 months before the event giving rise to the claim.

16. Indemnity

You agree to indemnify us against reasonable losses, costs and claims we suffer arising from your breach of these Terms, your misuse of the Services, or content you supply to us infringing a third party's rights.

17. Term and termination

These Terms apply for as long as you use the Site or have an active Service with us. We may suspend or terminate a Service for the reasons set out elsewhere in these Terms (including non-payment, breach of acceptable use, or fraud/security concerns), and either of us may terminate a rolling Service in line with Section 11. On termination, any provision that by its nature should survive (including Sections 13, 15, 16 and 19) continues to apply.

18. Force majeure

We are not liable for any delay or failure to perform caused by events beyond our reasonable control, including internet or utility outages, acts of our upstream providers, natural disasters, or industrial action.

19. Changes to these terms

We may update these Terms from time to time, for example to reflect new services or legal requirements. We'll update the "Last updated" date above, and for material changes affecting an active Service we'll make reasonable efforts to notify you (such as by email). Continued use of an active Service after a change takes effect means you accept the updated Terms.

20. Governing law

These Terms are governed by the laws of England and Wales, and any dispute arising from them is subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to any mandatory consumer protections available to you in your own country of residence.

21. Contact and complaints

If you have a question or complaint about these Terms or a Service, please contact us first at [email protected] or 0800 112 5151 so we can try to resolve it directly.