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Our Terms and Conditions

Terms and Conditions of Service, Version 3.4, last updated 29th September 2014.


Please see also the HA Hosting Privacy Policy

Third Party Terms that apply to specific products:

Domain Names

Nominet have their own Policies and Rules with regard to .UK Domain Name Regisitration. They can be found here Nominet Policies and Rules for Domain Registration

Refund Policy

Refund Policy, Version 1, 24th October 2009

Subject to the DEFINITIONS as defined in the Terms and Conditions document as shown above, section 1.

Commitment & Refunds

Upon execution of this AGREEMENT the CLIENT shall be responsible for all charges for the SERVICE for the MINIMUM DURATION and for the initial commitment fees which shall include without limitation the following (save where otherwise specified) within the CLIENT CONTROL PANEL:

The CLIENTS's SERVICE fees invoiced shall not be refundable once the SERVICE has been successfully delivered. They are independent of the amount of traffic or systems access by the CLIENT. Refunds to business customers will only be processed if the SERVICE is unable to be delivered due to an underlying fault or condition of which the CLIENT is not the cause, or there is a period of extended unavailability of the SERVICE(s) in breach of Appendix 6.

Complaints Policy

Complaints Policy, Updated 9th December 2015

Subject to the DEFINITIONS as defined in the Terms and Conditions document as shown above, section 1. We aim to provide all our customers with a high level of service. However, if for any reason you are not satisfied with the service that you have received from us, please contact a member of staff who will investigate and respond to your complaint. If you are not happy with the response you receive and wish to make an escalated complaint, please follow our complaints procedure as detailed below. We give our commitment that your concerns will be fully investigated.

How do I make a formal complaint?

If you have made a complaint to an advisor and are not happy with the response that you receive then you can escalate your complaint. All complaints should be made to the manager. Please send your complaint to:

Rory Delahoyde
High Availability Hosting Ltd
Holbrook Commerce Park
Holbrook Close
Sheffield S20 3FJ

Complaints should contain:
- Your name and contact details and other information if appropriate
- The details of the initial complaint
- A clear description of your concern or complaint
- What steps you would like us to take to resolve the issue
- Please write "Complaint" clearly on the top of your letter or in the subject line of your email.

What happens next?
1. When we have received your complaint, we will acknowledge it within two working days.
2. We will then fully investigate your complaint and aim to respond within 5 working days.
3. If the situation requires a longer investigation, we will contact you within 5 working days to inform you of this and let you know when you can expect our response.


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