The plain-English version

Last updated July 2026

We publish these Terms for transparency, so you can see exactly what you’re agreeing to before you sign up. They’re written to be readable rather than to hide anything — if any part is unclear or you’d like something in writing for your own records, email [email protected] and a real person will help.

1. Introduction

These Terms of Service (the “Terms”) govern your use of the hosting, web and application build, and related services provided by AltaGrade (“AltaGrade”, “we”, “us”, “our”). By creating an account, placing an order or using our services, you agree to these Terms. How we handle personal data is covered separately in our Privacy Policy, which forms part of this agreement.

2. The services we provide

We provide managed web hosting and, where you engage us for it, the design and development of websites and web or mobile applications. This includes the servers, software, configuration and support needed to keep your sites and applications running. The specific services, resources and any project scope that apply to you are those described in the plan you choose or the proposal you accept.

3. Accounts & acceptable use

You’re responsible for keeping your login credentials safe and for activity that happens under your account. Tell us promptly if you suspect any unauthorised access — we’re on call 24/7 and can help you lock things down quickly. You must be old enough to enter a binding agreement where you live in order to hold an account. To keep every customer’s sites fast and safe, you agree not to use our services to:

• Send spam or unsolicited bulk email, or run phishing or fraud.
• Host malware, or knowingly distribute malicious or harmful code.
• Infringe others’ intellectual property or share unlawful content.
• Attempt to breach, overload or disrupt our systems or other customers.
• Carry out activity that is illegal where you or your visitors are located.

If something on your account causes a problem — often a compromised plugin rather than anything you did on purpose — we’ll normally reach out and help you fix it before taking any stronger step.

4. Fees, billing & refunds

Recurring hosting and service plans are billed in advance for each billing cycle (monthly or annual, as you choose), in US dollars, at the prices shown when you sign up. Payments are processed securely through our payment provider, Stripe; by subscribing you authorise us to charge your chosen payment method automatically at the start of each cycle until you cancel. You can upgrade, downgrade or cancel at any time from your control panel or by contacting support; changes take effect from your next cycle. Build and project work is quoted and invoiced separately as set out in your proposal. If a paid service genuinely didn’t work as described, contact us and we’ll put it right — a fair refund is part of how we like to do business. Fees already charged for a completed cycle or delivered work are generally non-refundable except where required by law.

5. Your content & responsibilities

You keep ownership of the content, data and code you host or ask us to build with. You grant us the limited permission we need to store, back up, serve and work on it in order to run the services. You’re responsible for making sure you have the rights to that content, for keeping your own copies where it matters to you, and for meeting any laws that apply to your site or business. We provide backups as a safety net, but they don’t replace your own responsibility for your data.

6. Service levels & support

We work hard to keep your services online and monitor our platform around the clock. Support is genuinely 24/7 by ticket, live chat and phone, staffed by real specialists. Planned maintenance is scheduled for quiet hours and announced in advance wherever possible. Any specific uptime commitments or service levels for managed and enterprise plans are set out in your plan details or agreement.

7. Suspension & termination

You can cancel your services at any time. We may suspend or terminate services if fees remain unpaid after we’ve reminded you, if the acceptable-use rules above are seriously or repeatedly broken, or if we’re required to by law. Except in urgent cases — such as active abuse or a security threat — we’ll give you notice and a chance to put things right first. On termination we’ll help you retrieve your data within a reasonable period before it’s removed from our systems.

8. Liability & disclaimers

We work hard to keep your services running, but no provider can promise perfection, and the services are provided on a commercially reasonable basis rather than with a guarantee of being error-free or uninterrupted. To the extent the law allows, our total liability for any claim relating to the services is limited to the amount you paid us for the affected service in the month the issue arose, and we’re not liable for indirect or consequential losses such as lost profits or data. Nothing in these Terms limits any liability that cannot be limited under the law applicable to your service agreement.

9. Changes to these terms

We may update these Terms from time to time — for example, when we add new services or to reflect legal changes. If we make a material change, we’ll give you reasonable notice by email or in your control panel. Continuing to use the services after a change takes effect means you accept the updated Terms.

10. Contact

Questions about these Terms? Email [email protected], use our contact page, or ask us to call you. A real person will always answer.