Customer Terms and Conditions of Service (last updated January 2026)

1. Introduction

These Terms and Conditions of Service ("Terms") set out the terms governing the provision and use by a business or consumer customer ("Customer", "you" or "your") of connectivity, hosting, and related services provided by Net Communications 2 Limited, a company registered in England and Wales with company number 04185422 whose registered office is at The Old Coach House, Hall Road, Nothrepps, Cromer, NR27 0JW ("Netcom", "we", "us" or "our") . By continuing to use Netcom services you confirm your acceptance of the latest version of these Terms. If you do not agree to these Terms you will be unable to order or benefit from any Services provided by Netcom. These Terms apply to the contract between you and us to the exclusion of any other terms that you seek to impose or incorporate, or that are implied by law, trade custom, practice or course of dealing.

You are a "consumer customer" if you are a natural person who, in relation to the purchase of Services, acts for purposes unrelated to any business, trade, commercial or professional activity you may carry out.

You are a "business customer" if you are purchasing Services acting in the exercise of your business, trade, commercial, or professional activity, or through your intermediaries. If you purchase Services as a business customer, the provisions in the Consumer Rights Act 2015 and other applicable United Kingdom consumer laws will not apply.

If there is any conflict or inconsistency between these Terms and the relevant policies referred to in these Terms, the information set out in the relevant policy will prevail.

2. Service Overview

Netcom supplies managed WiFi, broadband, email hosting, web hosting, and other related services (“Services”), further details of which are available on our website at www.netcom.co.uk. The Services are licensed, not sold, and are made available on a subscription or usage basis.

2.1 Licence to Use Services

• Customers receive a non-exclusive, non-transferable right to use the Services for their own internal business or personal purposes.
• This right is conditional on compliance with these Terms and any applicable service-specific terms.
• Services may be provided on a fixed term, rolling, or usage-based subscription. Unless otherwise agreed between you and us, subscriptions renew automatically until cancelled by you by contacting us no less than one working day prior to the renewal date for the relevant Services.

2.2 End Users & Account Control

• You must be at least 18 years of age to open an account with and purchase Services from Netcom. If you are not or we reasonably suspect that you are not at least 18 years old and you have opened an account with or purchased services from Netcom, Netcom reserves the right to cancel your Services and block access to your account.
• The Customer is responsible for how its users (authorised to use the Services), staff, contractors, or guests use the Services and Netcom shall not be liable for any loss or damage suffered by the Customer arising out of or in connection with any act (or a failure to act) of the Customer's users (authorised to use the Services), staff, contractors or guests or otherwise on the Customer's behalf.
• The Customer must ensure that anyone using the Services under its account complies with these Terms.

2.3 Customer Responsibilities

The Customer remains responsible for: - ensuring it has appropriate backups of important data; - maintaining appropriate security on its own devices and systems; and - ensuring that any configuration or changes made by the Customer (or on its instruction) are suitable for its needs.

2.4 Reservation of Rights

Netcom reserves all rights in the Services that are not expressly granted in these Terms. Nothing in these Terms transfers any intellectual property rights in the Services to the Customer.

2.4 Restrictions

Customers must not: - reverse engineer, decompile or attempt to access the underlying source or infrastructure of the Services; - remove or bypass technical protections, rate limits, or access controls; - sub-license, rent, lease, or resell the Services to third parties without prior written consent; - split, separate, or use parts of a Service on different accounts in a way that circumvents plan limits; - use the Services to offer hosting or connectivity services to others unless expressly agreed by Netcom in writing; - use the Services for any unlawful or unethical purpose or anything that in Netcom's reasonable opinion could bring Netcom into disrepute.

2.5 Third-Party and Non-Netcom Services

Some Services may include or rely on third-party products, cloud platforms, software, or integrations (for example, software vendors, cloud providers, or domain registries). These are provided under their own terms. Netcom is not responsible for: - the licensing terms of such third-party services; or - any issues caused by changes to or faults or withdrawals of third-party services.

Use of third-party services is at the Customer’s sole risk and subject to the relevant provider’s terms and Netcom strongly recommends the Customer reads any third party terms or privacy notices.

3. Migration to New Netcom Hosting Platform

All Netcom services must operate on the new primary hosting platform at https://netcomhosting.com. Any service, server, or infrastructure previously used to operate a Customer account — including older systems, legacy environments, or discontinued hardware — and that is not featured or displayed on our website as updated from time to time is defined as a Legacy Product. Please refer to the website for further details.

3.1 Legacy Product Discontinuation

• Legacy Products will be phased out and fully discontinued.
• Customers must migrate their Services to the new platform to ensure continued operation. If you do not agree to migration of your existing Services you will not be able to continue using such Services and in such circumstances Netcom reserves the right to charge you an administration or cancellation fee. Netcom will give you at least 3 months' notice prior to the migration of existing Services.
• Netcom may retire, deactivate, or restrict Legacy Products at any time upon reasonable notice to you as part of the platform transition.
• Continued use of Legacy Products is unsupported and may result in service interruption. To the fullest extent permitted by law, Netcom has no liability for any loss or damage suffered or incurred by you arising out of or in connection with your use of Legacy Products prior to migration to Netcom's platform.

4. Price Plans

Netcom offers a range of hosting packages, including Personal Hosting, Intermediate Hosting, and Business Hosting. For the most up-to-date pricing and plan details, Customers should refer to:

https://netcomhosting.com/clients/store

We may change the pricing of the Services at any time by giving you at least 30 days' written notice of such changes. You have the right to cancel your subscription (as described in clause 2.1) following notification of changes to our pricing of the Services. Any price change will take effect automatically upon renewal of the relevant Services.

5. Usage

Use of Netcom Services is subject to usage limits to maintain service quality. Excessive or abnormal consumption may result in traffic management or restrictions. “Unlimited” features apply within reasonable usage and cannot be used for long‑term archiving or non‑mail file storage. Unless you and we agree that a Service is provided with unlimited usage, we reserve the right to charge for Service usage exceeding any agreed limits at the rates set out on our website or otherwise notified to you from time to time. Further details are set out in our Acceptable Use Policy set out at https://netcomhosting.com/clients/knowledgebase/10/Acceptable-Use-Policy-AUP.html.

6. Email Services

Email services (including webmail, IMAP, POP3, SMTP, and mobile access) are subject to usage restrictions as set out below and in our Email Fair Use Policy set out at https://netcomhosting.com/clients/knowledgebase/13/Email-Fair-Use-Policy.html.

6.1 Sending Limits

• Each mailbox is subject to hourly and daily sending limits.
• Large recipient lists may be throttled or refused.
• Bulk, automated, or marketing email requires prior written consent.

6.2 Prohibited Uses

Customers must not: - Send unsolicited marketing emails or spam. - Use the service for phishing, malware distribution, or unlawful content. - Store large non‑email data within mailboxes. - Operate open relays or circumvent sending limits.

6.3 Storage Limits

“Unlimited” storage is subject to normal business or personal usage. If we identify excessive consumption by a Customer, including storage above typical mailbox levels or non‑mail data, we may require the Customer to take remedial action or upgrade to another Service.

6.4 Security & Access

• Secure passwords must be kept safe and updated regularly.
• Multi‑factor authentication is recommended where available.
• Compromised accounts may be temporarily disabled without notice.

6.5 Filtering, Backups & Data Retention

• Incoming messages are scanned for spam and harmful content.
• Quarantine systems may delay or block delivery.
• Backups made by Netcom are for disaster recovery only.
• Customers are responsible for maintaining their own long‑term email archives.

7. Service Availability & Performance

We will provide the Services to you using reasonable skill and care but the Services may experience downtime due to scheduled or emergency maintenance or repair or circumstances beyond our reasonable control (the effects of which we could not reasonably avoid) and you agree that Netcom shall not be liable for any loss or damage suffered or incurred by you in connection with such downtime. Netcom will make reasonable efforts to minimise disruption and restore connectivity.

Netcom reserves the right to improve or modify the features of the Services or change the availability of the Services and will give you notice of such improvement, modification or change as soon as we are able.

8. Remote Technical Support

Customers receive 30 minutes of remote technical support per year at no extra charge. Additional support is available on a paid basis, with costs provided upon request.

9. Acceptable Use

Customers must not: - Attempt to bypass security controls or interfere with infrastructure. - Install or run services that impact network performance without approval. - Access another customer’s data or network resources. Further details are set out in our Acceptable Use Policy set out at https://netcomhosting.com/clients/knowledgebase/10/Acceptable-Use-Policy-AUP.html.

10. Billing & Charges

All charges are disclosed at sign‑up. Payment in respect of all Services is on demand. Payment will be taken automatically following delivery of your invoice and will be non-refundable. Failure to pay may result in a restricted or terminated Service from 37 days (30 days plus a final 7-day reminder) after the due date for payment without affecting our right to recover any outstanding sums from you.

11. Monitoring, Compliance & Data Protection

11.1 Monitoring & Technical Logs

To protect the network, maintain performance, and enforce these Terms, Netcom may: - monitor traffic patterns and system performance at a network and service level; - collect and retain technical logs (such as connection times, IP addresses, bandwidth usage, and error reports); - use automated systems to detect abuse, malware, or security incidents; and - temporarily restrict or suspend access where misuse or security risks are detected.

Content of communications is not routinely inspected, but traffic may be scanned automatically for spam, malware, or similar threats.

11.2 Data Protection

To the extent that Netcom accesses or collects personal data which is submitted by you for use with the Services, Netcom will process such personal data in line with applicable UK data protection law and its privacy notice accessible at https://netcomhosting.com/clients/knowledgebase/11/Privacy-Policy.html.

12. Changes to These Terms

Netcom may update these Terms at any time and we will notify you of such changes. You have the right to cancel your Services (in accordance with clause 2.1) following an update to these Terms.

13. Termination

Netcom may suspend or end its agreement with the Customer where the Customer breaches or is reasonably suspected by Netcom of breaching these Terms. The Customer may request termination in accordance with clause 2.1 subject to any minimum term that applies to the Customer's use of the Services.

14. Liability

14.1 General

Nothing in these Terms limits or excludes liability where such limitation is not permitted by law, including any breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982, liability for death or personal injury caused by negligence or for fraud or fraudulent misrepresentation.

14.2 Service Limitations

Except where expressly stated or required by law, the Services are provided on an “as is” and “as available” basis. Netcom does not guarantee that the Services will be uninterrupted or error-free, or that they will meet every specific requirement of the Customer.

Except as expressly set out in these Terms, all warranties, representations, conditions, terms and undertakings of any kind, whether express or implied, including fitness for purpose and satisfactory quality and those relating to the exercise of reasonable care and skill are hereby excluded in relation to the Services to the fullest extent permitted by law.

14.3 Exclusions of Certain Losses

To the fullest extent permitted by law, Netcom will not be liable for: - loss of profit, revenue, business, or anticipated savings; - loss of or damage to data (except where caused by Netcom’s deliberate misconduct); - loss of goodwill or reputation; or - indirect or consequential loss or damage of any kind, whether arising in contract, tort (including negligence), or otherwise, even if such loss was reasonably foreseeable.

14.4 Limitation of liability

For any claim or series of related claims, Netcom’s total aggregate liability arising out of or in connection with these Terms will be limited to the total fees actually paid by the Customer to Netcom for the affected Service during the 12 months immediately preceding the event giving rise to the claim or £500, whichever is the greater.

15. Cancellation

If you are a consumer customer, you have the right to cancel your Services within 14 days from the date we confirm your order for such Services. If you exercise this right we will refund you for any pre-paid fees.

16. Other important terms

16.1 Transferring our agreement

Netcom may transfer its agreement with the Customer to another organisation and will give you prior notice if it plans to do so. The Customer may end the agreement within 30 days' of being notified by Netcom of the transfer.

16.2 Severability

In the event that any provision of these Terms is determined to be unlawful, void or unenforceable, the remaining provisions remain in effect.

16.3 Waiver

If we fail to immediately require you to perform any obligation under our agreement with you, this will not affect our right to require such performance in future.

16.4 Governing law and jurisdiction

If you are a consumer customer, please note that these Terms, their subject matter and their formation, are governed by English law. We both agree that the courts of England and Wales will have exclusive jurisdiction, except that if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

If you are a business customer, these Terms, their subject matter and their formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.

17. Contact & Support

We're here to help; Our standard support hours are Monday to Friday; 0900-1700, excluding All UK public holidays. Each active customer account may include complementary remote technical support per year please see https://netcomhosting.com/clients/knowledgebase/1/Free-Support--Terms-and-Conditions.html for more information. Additional support is available at a cost, please see https://netcomhosting.com/clients/knowledgebase/23/Netcom-Pricing-and-Support-Policy.html for more information.

Telephone: 01603 444 444 | Email: help@netcomhosting.com
Website: https://www.netcomhosting.com

By continuing to use Net Communications 2 Limited (netcom) services, the customer acknowledges and agrees to these Terms.