The plain-English version

Last updated July 2026

This is a friendly, generic template of the kind of terms a managed hosting provider uses. It sets out what you can expect from us and what we ask of you. If anything here is unclear, just ask — we’re happy to explain in ordinary language.

1. Introduction

These Terms of Service (the “Terms”) govern your use of the hosting, build, AI and related services provided by AltaGrade (“we”, “us”, “our”). By creating an account or using our services, you agree to these Terms. Your privacy is covered separately in our Privacy Policy.

2. Using our services

You may use our services for any lawful purpose. We provide the servers, software and support to keep your websites and applications running; you remain responsible for the content you publish and the code you run. We ask that you:

• Keep your account details accurate and up to date.
• Use the services in line with the Acceptable Use summary below.
• Respect the rights and privacy of others, including your own visitors.

3. Your account

You’re responsible for keeping your login credentials safe and for activity that happens under your account. Let us know 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 in your country to hold an account.

4. Acceptable use

To keep every customer’s sites fast and safe, we ask you 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.
• Run 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 usually reach out and help you fix it before taking any stronger step.

5. Billing & refunds

Plans are billed in advance on a monthly or annual cycle, in US dollars, at the prices shown when you sign up. You can upgrade, downgrade or cancel at any time from your control panel; changes take effect from your next cycle and we only bill for what you use. If a paid service genuinely didn’t work as described, contact us and we’ll make it right — a fair refund is part of doing business the way we like to.

6. Uptime & support

We aim for 99.9% network uptime 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. Specific service levels for managed and enterprise plans are set out in your plan details.

7. Liability

We work hard to keep your services running, but no provider can promise perfection. To the extent the law allows, our liability for any claim relating to the services is limited to the amount you paid us for the service in the month the issue arose. We’re not liable for indirect or consequential losses. Nothing in these Terms limits liability that cannot be limited by law.

8. Changes

We may update these Terms from time to time — for example, when we add new services. 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 means you accept the updated Terms.

9. Contact

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