1. Introduction
These Terms of Service ("Terms") govern your use of the web hosting and related services provided by Traxio ("we", "us", "our"). Traxio is a trading name of Jason Plant, a sole trader based in the United Kingdom. Hosting does not include a domain name; you are responsible for registering and maintaining your own domain with a registrar of your choice. By creating an account or using our services you confirm that you have read, understood, and agree to these Terms.
2. Account Registration
You must be at least 18 years of age to create an account. You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You must provide accurate and complete registration information.
3. Services
Traxio provides shared web hosting and related services for domains you already own. Every account begins with a 30-day free trial, after which the service is billed monthly as set out in section 5. No domain purchase is required as part of the hosting service. You may cancel at any time.
4. Acceptable Use
You agree not to use Traxio services to:
- Host illegal content or content that infringes intellectual property rights
- Send unsolicited commercial email (spam)
- Conduct phishing, fraud, or other deceptive activities
- Distribute malware, viruses, or malicious code
- Exceed the disk space, bandwidth or other resource limits published for your plan, or run processes that place a disproportionate load on shared server resources
- Violate any applicable laws or regulations
Current plan limits are 3 GB of disk space and 100 GB of bandwidth per month. Where an account exceeds these, we will contact you before taking any action unless the load is actively affecting other customers on the same server.
Violation of our Acceptable Use Policy may result in suspension or termination of your account without notice.
5. Payment and Billing
Hosting is free for the first 30 days. No payment details are required to open an account, and no charge can be made during the free period. At the end of the free period an invoice is issued for the first monthly term, and monthly thereafter. The advertised price of £0.99 per month is the total you pay. Traxio is not currently registered for VAT, so no VAT is charged and none is shown on your invoices. We do not add card, processing or administration fees to the advertised price. If we become VAT-registered in future, we will give notice before any change to the price takes effect.
If an invoice is not paid, the following applies, measured from the date the invoice was issued:
- Day 7: the account is suspended. Your website and email go offline, but all data is retained and you can still log in to the client area to pay or to request a backup.
- Day 14: the account is terminated. The hosting account and all associated data, including files, databases and email, are permanently deleted and cannot be recovered.
You will be notified by email when an invoice is issued and again before suspension. We strongly recommend downloading a full backup from DirectAdmin if you do not intend to continue — you can do this at any point up to termination.
6. Cancellation and Refunds
Every account begins with a 30-day free trial. That trial is your opportunity to evaluate the service in full, at no cost and without providing payment details, before you are ever charged. Because of this, payments are non-refundable once made.
You can cancel at any time from your client area. Where you cancel a paid account, service continues until the end of the month you have already paid for, and no further invoices are issued. There is no notice period, no cancellation fee, and no minimum term.
This does not affect your statutory rights. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a 14-day right to cancel a distance contract, which runs from the day your account is opened. Under the Consumer Rights Act 2015 you are entitled to a remedy if the service is not provided with reasonable care and skill. If you believe something has gone wrong, open a ticket and we will deal with it properly rather than pointing you at this section.
7. Service Availability
We aim to maintain high service availability but cannot guarantee uninterrupted service. Scheduled maintenance will be announced in advance where possible. We are not liable for losses resulting from service interruptions outside our reasonable control.
8. Data and Backups
You are solely responsible for keeping your own backups of your website files, databases and email. You can generate and download a full account backup from DirectAdmin at any time, and you should keep copies somewhere other than your hosting account. We also back up hosting accounts daily and store those backups offsite on a rolling basis, but they are provided as a courtesy only. We do not guarantee that a backup will exist for any particular date, be complete or be restorable, and, to the fullest extent permitted by law, we accept no liability for any loss of or damage to your data, however it is caused, whether or not a backup was available. If you ask through the help desk, we will try to restore data from our backups, but we do not promise that a restore will be possible or successful. Backups cannot be used to recover an account after it has been terminated (see section 10).
9. Limitation of Liability
To the fullest extent permitted by law, Traxio's liability for any claim arising from these Terms or the use of our services shall not exceed the total amount paid by you to Traxio in the three months prior to the claim. We are not liable for indirect, incidental, or consequential damages.
10. Termination
You may cancel your account at any time from your client area. Where you cancel a paid account, service continues until the end of the term you have already paid for.
We may terminate accounts that violate these Terms or our Acceptable Use Policy, that have unpaid invoices as described in section 5, or that fail the domain configuration checks described in section 11. Upon termination, your hosting account and all associated data are permanently deleted and cannot be recovered. Termination for non-payment occurs 14 days after the unpaid invoice was issued; termination for other reasons will follow the notice period stated in the relevant section, except where immediate action is required to protect the platform or comply with the law.
11. Domain Configuration and DNS Verification
Traxio hosting accounts are provided for domains that are actively pointed at our servers. During your first 30 days we check periodically that your domain resolves to our server, so that trial accounts which are never set up can be identified and the capacity reclaimed. Once an account is more than 30 days old these checks stop and your DNS configuration is no longer enforced.
If your domain does not resolve to our servers, a countdown begins. The account may be suspended once the domain has failed to resolve to us continuously for 24 hours, and never before the account is at least 48 hours old, so you always have at least two days from signup to complete your setup. We email you when a suspension takes effect.
Suspension is reversible and nothing is deleted. Checks continue to run on suspended accounts whatever their age, and the account is restored automatically, with a further email, as soon as your DNS is corrected. If you change the domain on your account, any countdown against the previous domain is cancelled. Where a check is inconclusive, for example because a lookup fails or no expected address is on file, no action is taken. Termination follows only as described in section 10.
Cloudflare is supported. If your domain is proxied through Cloudflare it will resolve to a Cloudflare address rather than ours. Our check recognises those addresses and treats them as correct, so proxying through Cloudflare will not cause a suspension. Other CDN and proxy services are not supported, and a domain routed through any provider other than Cloudflare will not pass this check.
This policy exists to reclaim unused capacity. Beyond your domain resolving to our servers or to Cloudflare, it is not intended to restrict how you configure your DNS, and no account is suspended without notice and an opportunity to correct the issue.
12. Governing Law
These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
13. Changes to Terms
We may update these Terms from time to time. Significant changes will be communicated via email or an announcement in your client area. Continued use of our services after changes take effect constitutes acceptance of the updated Terms.
14. Support and Contact
Support is provided through the knowledge base and the Help Desk in your client area. Our support covers hosting and server matters: account provisioning, DirectAdmin, DNS, email delivery, SSL and platform issues. It does not extend to website development, theme or plugin customisation, or debugging code you have installed.
The Help Desk is AI-first: replies to tickets are written and sent by an AI system without a person reviewing them first, as described in our Privacy Policy. Tickets that need escalating are picked up by a person, with no guaranteed response time. The automated system cannot make changes to your account. Billing, invoices and cancellation are handled in your client area, and suspension for non-payment follows the schedule in section 5. For complaints, abuse reports or data protection requests, use the contact page.
Questions about these Terms can be directed to us via the contact page or by opening a support ticket in your client area.