Terms of Service (Legal Agreement)

Welcome to BigReseller (“BigReseller”, “we”, “us”, “our”). By ordering, accessing, or using our Services, you agree to these Terms of Service (“Terms”). If you do not agree, please do not use our Services.

1. Company details

2. Definitions

• Customer / You: the person or business purchasing or using the Services.
• Consumer: an individual acting for purposes mainly outside their trade, business, craft or profession.
• Business Customer: a customer acting for business purposes.
• Services: hosting, reseller services, email hosting, domains, add-ons and related products.
• Content: websites, files, databases, emails, applications, and all data you upload/store/process using the Services.
• AUP: Acceptable Use Policy (included in these Terms or published separately).

3. Scope & acceptance

3.1 These Terms apply to every order, use, and delivery of Services by BigReseller.
3.2 If any part of these Terms is found invalid or unenforceable, the remaining parts continue in full force.
3.3 Where we publish product-specific terms (e.g., domain registry rules), those terms also apply.

4. Accounts & customer responsibilities

4.1 You must provide accurate, up-to-date contact and billing information (including an email address for critical notices).
4.2 You are responsible for all activity on your account, including actions taken via credentials, unless you can demonstrate unauthorised access not caused by your negligence.
4.3 Keep credentials secure and enable 2FA where available. Report suspected compromise immediately via our contact channels.

5. Service delivery, changes & maintenance

5.1 A contract is formed when we confirm your order, provision the Service, or accept payment (whichever occurs first).
5.2 We may refuse an order where reasonably necessary (e.g., fraud risk, incomplete data, sanctions compliance, or likely abuse).
5.3 We may update infrastructure, software, and configurations for security, stability, and improvements. We aim to minimise disruption.
5.4 Planned maintenance may be scheduled; where practical, we will provide notice.

6. Acceptable Use (AUP) & prohibited content

6.1 You must use the Services lawfully and must not cause harm to other customers, networks, or systems.
6.2 Prohibited activity includes (non-exhaustive): spam, phishing, malware, botnets, credential stuffing, unauthorised access attempts, DDoS activity, distribution of illegal content, IP infringement, or content that violates applicable law.
6.3 Bulk email sending without proper permission and best-practice authentication (SPF/DKIM/DMARC) is not allowed if it harms deliverability or reputation.
6.4 We may suspend or limit Services where we reasonably believe there is abuse, risk, or legal requirement (see section 14).

7. Resources, limits & fair use

7.1 Plans may include limits (CPU, RAM, I/O, inodes, processes, emails per hour/day, etc.) to protect platform stability.
7.2 “Unlimited” means reasonable use for typical websites/business use. Excessive use that impacts platform stability may be throttled, limited, or require an upgrade.
7.3 If your workload is high or requires dedicated resources, we may recommend a higher-tier plan.

8. Domains (registration, transfer, renewals)

8.1 Domain services are subject to registry/registrar rules (including ICANN or relevant registry policies). Those rules may require specific registrant details or verification.
8.2 Once a domain registration/renewal/transfer is submitted and processed, it is usually not reversible and is generally non-refundable.
8.3 You are responsible for keeping registrant/contact details accurate and ensuring renewals occur on time. Reminder emails may be sent but are not guaranteed delivery.
8.4 We may comply with lawful requests, dispute processes (e.g., trademark disputes), or registry requirements affecting domains.

9. Backups, data & restoration

9.1 You are primarily responsible for maintaining your own backups of Content (files, databases, emails).
9.2 If we provide backups as part of a plan, it is an additional convenience service and may have retention limits. No backup system is a 100% guarantee.
9.3 Restores may take time and may be subject to plan limits or fees (for example, when extensive manual work is required).

10. Security

10.1 We use reasonable technical and organisational measures to protect the platform (monitoring, access controls, patching, and security tooling where applicable).
10.2 You must keep your applications, plugins, themes and scripts updated and secure. Compromised sites may be isolated or suspended to protect the platform.
10.3 Do not share sensitive payment data in tickets or messages. Use your secure client area for billing actions.

11. Support & service availability

11.1 Support is provided via our client area and contact channels listed on the Contact page.
11.2 We aim for high availability. Any specific uptime target or SLA credits apply only if explicitly stated for your plan/product.
11.3 Availability can be affected by factors outside our control (registry issues, upstream network outages, third-party services, customer configuration, or force majeure).

12. Fees, billing & payment

12.1 Prices, billing cycles and renewal dates are shown in your client area and/or invoices.
12.2 Services are typically billed in advance (monthly/annually). Payment deadlines are shown on the invoice.
12.3 Non-payment may lead to reminders and may lead to suspension and/or termination (see section 14).
12.4 Promotions apply only under the stated terms (e.g., first term only) and may be changed or ended at any time.

13. Refunds & cancellations

13.1 Refund rules are described in our Refund Policy which forms part of these Terms.
13.2 Domains and third-party licences are generally non-refundable once processed/issued (see Refund Policy and section 8).
13.3 Consumers: if you request immediate provisioning of digital services, your cancellation rights may be affected once performance begins. We provide clear information during checkout where relevant.

14. Suspension & termination

14.1 We may suspend Services if we reasonably believe there is: (i) non-payment, (ii) abuse/AUP breach, (iii) security risk, (iv) fraud risk, or (v) legal requirement.
14.2 Suspension may result in websites/email being temporarily unavailable. We are not liable for losses where suspension is reasonably justified.
14.3 You can cancel from your client area, subject to the billing cycle and any minimum term stated for the Service.
14.4 After termination, Content may be deleted after a reasonable period. You should export/back up your data before cancellation.

15. Intellectual property

15.1 Our platform, branding, documentation and materials remain our property or that of our licensors.
15.2 You retain rights in your Content. You grant us a limited licence to process your Content solely to provide the Services (storage, transmission, backups where applicable).

16. Privacy & data protection (UK GDPR)

16.1 We process personal data according to our Privacy Notice.
16.2 In many hosting scenarios, you act as the controller for your end-user data and we act as a processor for certain processing activities. Where required, we can provide a Data Processing Addendum (DPA).
16.3 We implement reasonable security measures, but no system can be guaranteed 100% secure.

17. Liability

17.1 Nothing in these Terms excludes or limits liability that cannot be excluded under law (including for fraud or fraudulent misrepresentation).
17.2 Subject to section 17.1, we are not liable for indirect or consequential loss, loss of profits, loss of revenue, loss of business, or loss of data.
17.3 Where permitted by law, our total liability for claims relating to a Service is limited to the fees paid for that Service in the previous 3 months (or an alternative cap if required by law for your situation).
17.4 We are not responsible for third-party software, plugins, themes, customer configuration, or issues outside our reasonable control (including registries, upstream providers, and internet routing).

18. Force majeure

We are not liable for failure or delay caused by events beyond our reasonable control including major outages, attacks, supplier failures, legal/regulatory actions, natural disasters, or other force majeure events.

19. Changes to these Terms

19.1 We may update these Terms. The latest version will be published on this page with the updated date.
19.2 If a change materially reduces your rights for an active paid term, we will take reasonable steps to notify you.

20. Governing law & disputes

20.1 These Terms are governed by the laws of England and Wales.
20.2 The courts of England and Wales have exclusive jurisdiction, except that consumers may be entitled to bring claims in their local courts where mandatory law applies.

21. Helpful links

Privacy Notice • Refund Policy • Contact • Domain Search • Domain Transfer • Reseller Hosting • Master Reseller • Alpha Reseller