Host Luma Terms, Privacy, Acceptable Use & Service Policies

1. Introduction

Welcome to Host Luma (“Host Luma”, “we”, “us”, or “our”). Host Luma is a trading name used to provide managed WordPress hosting, website, domain, maintenance, and related digital services.

By accessing our website, ordering our services, or continuing to use any service we provide, you agree to be bound by the terms and policies set out on this page.

If you do not agree with these terms, you must not use our services.

2. Services Provided

Host Luma provides managed digital services including, but not limited to:

• Managed WordPress hosting
• WordPress installation and migration
• Performance optimisation and caching configuration
• CDN integration and content delivery optimisation
• Website setup, maintenance, and updates
• Email hosting where included in a service plan
• Domain registration, renewal, transfer assistance, and DNS support where purchased or included
• Security hardening, malware response, and monitoring
• Technical support and troubleshooting

All services are provided on a managed basis and may be updated, improved, replaced, or discontinued from time to time where reasonably necessary.

Any feature, tool, integration, automation, or third-party service may be changed, removed, replaced, paused, or limited where required for security, compatibility, compliance, operational stability, or commercial reasons.

3. Eligibility & Customer Responsibility

You agree to provide accurate information when ordering services and to keep your account details up to date.

You are responsible for:

• Keeping passwords and login credentials secure
• Maintaining the security of your own devices and email accounts
• Ensuring that content uploaded to your website is lawful and you have the right to use it
• Reviewing important service, billing, renewal, domain, and security notices sent by email
• Making sure your contact email address remains accessible

Host Luma is not responsible for unauthorised access caused by weak passwords, compromised devices, phishing, reused credentials, insecure third-party services, or failures in the customer’s own security practices.

4. Payments, Billing & Renewals

Unless otherwise agreed in writing, services are billed monthly in advance. Some services may be billed annually, one-off, or under a custom arrangement.

• Invoices must be paid by the due date shown
• Failure to pay on time may result in suspension, late action, or cancellation of services
• Services may renew automatically unless cancelled before the renewal date
• It is your responsibility to ensure your billing details remain valid and up to date
• Any failed, reversed, disputed, or charged-back payment may result in service suspension while the issue is investigated

We reserve the right to change pricing at any time, but any pricing changes will only apply from the next billing cycle or renewal unless otherwise stated.

Where a third-party provider increases the cost of a domain, licence, infrastructure service, payment processing fee, or other supplied component, we may pass on or reflect that increase from the next renewal, billing cycle, or quotation.

5. Chargebacks, Payment Disputes & Fraud Prevention

If you believe a payment has been taken incorrectly, you should contact Host Luma first so we can investigate and attempt to resolve the issue.

Raising a chargeback, bank dispute, or payment reversal for a valid service payment may result in temporary suspension of affected services while the dispute is reviewed.

Where a chargeback, dispute, or reversal is found to be invalid, abusive, fraudulent, or contrary to these terms, Host Luma may recover any unpaid service fees, chargeback fees, administrative costs, third-party costs, and reasonable recovery costs permitted by law.

We may refuse or cancel orders that appear fraudulent, high-risk, incomplete, abusive, or inconsistent with our verification checks.

6. Free Website Offers & Promotional Builds

Where Host Luma offers a free or discounted website build as part of a package or promotion, that offer is conditional upon an active paid hosting or maintenance service being maintained for the agreed period.

If a customer cancels early, Host Luma may:

• Charge a fair setup, design, migration, administration, or release fee
• Remove premium licensed assets supplied through Host Luma
• Decline transfer until outstanding balances are paid
• Limit access to work that has not been paid for in full

Free build offers must not be abused and are provided at our discretion.

7. Support Policy

We aim to provide helpful and timely support, but support is provided on a reasonable efforts basis unless a formal support level has been agreed in writing.

Support generally covers:

• Hosting-related troubleshooting
• Managed WordPress issues connected to the hosting environment
• Plugin, theme, caching, CDN, and update assistance where included
• Domain and DNS guidance where the domain is hosted, registered, or managed through Host Luma

Support does not automatically include extensive custom development, third-party software debugging unrelated to the hosting environment, content entry, SEO campaigns, paid advertising, copywriting, legal advice, accounting advice, or emergency work outside the service scope unless separately agreed.

Support may be refused, paused, or limited where a customer is abusive, threatening, repeatedly breaches these terms, has unpaid invoices, or requests activity that is unlawful, unsafe, or outside the agreed service.

8. Uptime, Maintenance & Service Availability

Host Luma aims to provide a stable, secure, and high-performance service. However, no service can be guaranteed to be uninterrupted or error free at all times.

Downtime or reduced performance may occur due to:

• Server maintenance
• Security updates or emergency patching
• Upstream provider issues
• Network interruptions
• Hardware failures
• Third-party service failures
• DNS propagation or registrar issues
• Customer site code, plugins, themes, or traffic spikes
• Malware, attacks, abuse, or security incidents

No service level agreement is provided unless explicitly stated in writing.

Maintenance may be scheduled or performed urgently where required to protect security, reliability, or service integrity. In urgent cases, advance notice may not be possible.

9. Fair Usage & Resource Limits

Host Luma operates performance-focused services and shared infrastructure may be used for some plans. To protect overall service stability, fair usage rules apply.

You must not use disproportionate server resources in a way that negatively affects other customers or platform stability.

We may take action where a site causes excessive load, including:

• Applying temporary limits
• Requesting optimisation changes
• Disabling problematic plugins, scripts, bots, or cron activity where necessary
• Temporarily suspending a service posing immediate risk
• Recommending a higher plan or custom infrastructure where usage exceeds normal shared hosting expectations

Where possible, we will attempt optimisation and communication first. However, immediate action may be taken without notice where required to protect the platform, other customers, or third-party systems.

10. Acceptable Use Policy

You must not use Host Luma services for any unlawful, harmful, abusive, or disruptive purpose.

Prohibited activity includes, but is not limited to:

• Malware, phishing pages, ransomware, trojans, or malicious code
• Hacking, intrusion attempts, botnets, credential stuffing, or network abuse
• Spam, unsolicited bulk email, mail bombing, or abusive mail activity
• Hosting pirated software, nulled plugins/themes, stolen licences, or infringing content
• Fraudulent, deceptive, or misleading activity
• Use that breaches UK law or applicable regulations
• Content promoting violence, exploitation, harassment, abuse, or illegal conduct
• Resource abuse that degrades service quality for others
• Cryptocurrency mining or similar high-resource activity unless expressly agreed in writing
• Open proxies, open relays, abusive scraping, attack tools, or services primarily designed to bypass security controls

We reserve the right to suspend or terminate services immediately where prohibited activity is detected or reasonably suspected.

11. Abuse, Security Reports & Lawful Requests

Reports of abuse, phishing, malware, copyright infringement, spam, unlawful content, or security issues should be sent to support@hostluma.co.uk.

Where we receive a credible abuse report, provider notice, registrar notice, legal notice, or security alert, we may investigate and take appropriate action. This may include disabling content, restricting access, suspending services, preserving evidence, contacting the customer, or cooperating with lawful requests.

We may disclose information where required by law, court order, regulator request, payment processor requirement, registrar requirement, infrastructure provider requirement, or where reasonably necessary to protect our services, customers, rights, or the public.

12. Email, Deliverability & Anti-Spam

Where email hosting or mail functionality is included, you agree to use it lawfully and responsibly.

• You must not send spam or unsolicited marketing without a lawful basis
• You must maintain accurate sender identity and not spoof domains unlawfully
• Bulk mailing or high-volume campaigns may be restricted or prohibited on standard plans
• You must not use compromised mailing lists, purchased lists, harvested addresses, or misleading opt-in practices

Host Luma does not guarantee inbox placement, deliverability, or reputation outcomes because these depend on multiple external systems and recipient-side filtering policies.

We may restrict, suspend, throttle, or disable email services where there is suspected spam, compromised accounts, poor sending reputation, excessive bounce rates, blacklisting, or risk to the platform.

13. Backups & Data Responsibility

Host Luma may perform backups as part of the service, but backups are provided as a convenience and not as an absolute guarantee.

You remain responsible for maintaining your own copies of critical content and business data.

We are not liable for data loss resulting from, including but not limited to:

• Customer deletion or modification
• Compromised credentials
• Corrupt plugins, themes, or updates
• Third-party failures
• Malware or hacking incidents
• Backup gaps or backup corruption
• Suspension, cancellation, expiry, non-payment, or termination

Backup frequency, retention period, restoration availability, and backup scope may vary by plan, technical conditions, and third-party provider limitations.

14. Security & Malware Response

Host Luma may deploy security tools, monitoring, malware scanning, firewalls, and preventive measures. However, no system can guarantee complete protection from all threats.

If a website is compromised or reasonably suspected to be compromised, we may take necessary action to contain the issue, including temporary suspension, isolation, access restrictions, forced password resets, plugin or theme disabling, firewall rules, or removal of clearly malicious files.

We may take urgent security action without prior notice where delay could harm the customer, Host Luma, other customers, infrastructure, third-party providers, or the wider internet.

Remediation effort beyond standard managed support may be chargeable if the issue is severe, repeated, or caused by unsupported or unsafe customer actions.

15. Domain Names, Registrations, Renewals & Transfers

Domain registration, renewal, transfer, DNS, and nameserver services may be provided directly by Host Luma or through third-party registrars and registry systems.

By ordering a domain through Host Luma, you agree that:

• Domain registrations, renewals, and transfers are normally non-refundable once submitted, processed, or completed
• Domain availability checks are not a guarantee that a domain can be successfully registered
• Domain orders may fail, be delayed, be rejected, or be reversed by registry, registrar, payment, compliance, or technical systems
• You must provide accurate registrant and contact information where required
• You are responsible for checking domain spelling before purchase
• You are responsible for responding to any domain verification, renewal, transfer, or compliance notices
• Domain expiry, redemption, restoration, transfer, and deletion rules may be controlled by the relevant registry or registrar

Where Host Luma manages nameservers or DNS for security and service stability, customers may not be given direct registrar or DNS control unless agreed. DNS changes, nameserver changes, and transfer requests can be requested through Host Luma support.

Domain registration pricing and renewal pricing may differ. Renewal pricing may change from time to time due to changes in registry fees, registrar fees, exchange rates, taxes, infrastructure costs, payment processing costs, or wider industry pricing changes. Where applicable, renewal pricing in effect at the time of renewal will apply.

If a domain expires, is suspended, enters redemption, is deleted, is disputed, or is restricted by a registrar or registry, the connected website, email, SSL, DNS, and related services may stop working. Restoration may not always be possible and may involve additional fees.

Host Luma is not responsible for loss of a domain caused by non-payment, expired payment details, customer error, inaccurate contact details, failure to respond to verification emails, registrar action, registry action, third-party system failure, or delays outside our reasonable control.

16. Third-Party Services

Some services may rely on third-party providers such as registrars, CDN providers, software vendors, payment processors, DNS providers, email providers, security providers, analytics providers, and infrastructure companies.

Host Luma is not responsible for outages, price changes, policy changes, service failures, limitations, restrictions, delays, suspension, data loss, or operational decisions made by third-party providers.

Any domain registration, renewal, transfer, DNS-related service, payment service, CDN service, plugin, theme, software licence, or external integration may also be subject to the relevant third-party provider’s terms, policies, rules, fees, and timelines.

17. Intellectual Property

You retain ownership of your own content, branding, text, images, and materials that you lawfully provide.

Host Luma retains ownership of its own:

• Systems and infrastructure
• Server-side tooling and proprietary configurations
• Custom scripts, automation, deployment methods, and optimisation techniques
• Internal templates, processes, documentation, and service architecture
• Reusable layouts, code patterns, hosting configurations, and operational methods created or supplied by Host Luma

Unless otherwise agreed in writing, no transfer of Host Luma intellectual property is granted beyond what is necessary to provide the service.

Third-party themes, plugins, images, fonts, stock assets, licences, and software remain subject to the licence terms of their respective owners.

18. Website Content & Customer Materials

You warrant that any content or files you upload, submit, or ask us to publish do not infringe the rights of others and do not break the law.

You are responsible for the accuracy, legality, and compliance of the content on your website, including text, images, products, services, prices, claims, contact details, privacy notices, cookies, accessibility obligations, trading disclosures, and regulated industry requirements.

We reserve the right to remove, disable, or refuse content that is unlawful, dangerous, defamatory, infringing, abusive, misleading, or likely to cause service, reputational, or legal risk.

19. Migrations

Where migrations are offered, we will take reasonable care to transfer the site, but we cannot guarantee an exact one-to-one copy in every case. Differences may arise due to software versions, plugin behaviour, mail systems, DNS propagation, third-party restrictions, missing files, corrupted source data, or source platform limitations.

The customer is responsible for reviewing the migrated site and reporting any issues promptly.

We are not responsible for problems caused by inaccurate source access details, incomplete backups, restrictions imposed by the previous provider, unsupported software, malware already present on the source site, or issues that existed before migration.

20. Cancellations, Suspension & Termination

You may cancel your service in accordance with the cancellation process provided through our billing or support system.

Host Luma may suspend or terminate services immediately or on notice if:

• You fail to pay amounts due
• You breach these terms or policies
• Your use of the service creates legal, operational, security, reputational, or third-party provider risk
• Your service is compromised, abused, or used in a way that may harm others
• We are required to do so by law, registrar action, registry action, payment processor action, infrastructure provider action, or other provider action

Suspension does not remove your obligation to pay outstanding amounts unless otherwise agreed in writing.

After termination or cancellation, data may be deleted after a reasonable retention period unless otherwise required by law or agreed in writing. It is your responsibility to request any required data export, migration, or transfer before cancellation or expiry.

21. Refund Policy

Unless expressly stated otherwise in writing, fees paid for hosting, maintenance, support, migrations, design, setup, or digital services are generally non-refundable.

Refunds may be considered at our sole discretion in exceptional circumstances, but the following are normally non-refundable:

• Used hosting time
• Setup fees
• Migration work
• Completed design or development work
• Domain registrations, renewals, restorations, or transfers
• SSL, CDN, email, software, plugin, theme, licence, or third-party costs
• Custom work, emergency work, support time, or administrative work already carried out

If a promotional free build or discounted service was provided on the basis of a minimum term and the service is cancelled early, any refund request may be reduced or refused accordingly.

22. Consumer Rights & Digital Services

Nothing in these terms excludes any rights you may have under applicable consumer law that cannot legally be excluded.

Where digital services, hosting, domain registration, migration, setup, support, maintenance, or website work begin immediately at your request, you acknowledge that cancellation and refund rights may be limited once work has commenced or digital delivery has started.

Where a service includes bespoke, personalised, custom, or business-specific digital work, cancellation and refund rights may also be limited once work has started, files have been created, a domain has been ordered, hosting has been provisioned, or third-party costs have been incurred.

23. Limitation of Liability

To the fullest extent permitted by law, Host Luma shall not be liable for any indirect, incidental, special, consequential, or economic loss, including loss of profit, loss of revenue, loss of opportunity, loss of goodwill, loss of data, loss of domain, loss of rankings, loss of enquiries, loss of email, or business interruption.

Our total liability in relation to any claim connected to the services shall not exceed the total amount paid by you to Host Luma for the affected service during the 3 months immediately preceding the event giving rise to the claim.

Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded.

24. Indemnity

You agree to indemnify and hold Host Luma harmless against claims, liabilities, losses, damages, and costs arising from your content, your use of the services, your breach of these terms, your infringement of any third-party rights, your unlawful activity, your payment dispute, or your misuse of any domain, website, email, hosting, or related service.

25. Force Majeure

Host Luma is not liable for delay, failure, loss, interruption, or reduced performance caused by events outside our reasonable control.

This may include, but is not limited to, natural disasters, fire, flood, storm, pandemic, war, terrorism, civil unrest, power failure, datacentre failure, internet routing issues, upstream provider failure, registrar or registry failure, cyberattack, denial-of-service attack, government action, legal restriction, industrial dispute, software vulnerability, emergency security incident, or failure of third-party systems.

26. Privacy Policy

Host Luma respects your privacy and handles personal data with care.

We may collect and process information such as:

• Name and contact details
• Billing information and payment records
• Service and account records
• Domain registration, renewal, transfer, and DNS records where relevant
• Support messages and technical logs
• Website usage data and security-related information
• IP addresses, login events, abuse reports, and diagnostic data needed to protect services

We use this information to:

• Provide and manage services
• Process payments and invoices
• Register, renew, manage, transfer, or support domains where requested
• Respond to support requests
• Improve security and service performance
• Prevent fraud, abuse, spam, malware, and unauthorised access
• Meet legal, tax, accounting, contractual, registrar, registry, payment processor, and regulatory obligations

We do not sell your personal data. We may share data with trusted service providers only where necessary to deliver services, process payments, maintain infrastructure, register or manage domains, provide support, prevent fraud, investigate abuse, or comply with the law.

Examples of service providers may include hosting infrastructure providers, payment processors, domain registrars, registry operators, email providers, CDN providers, security providers, analytics providers, backup providers, and professional advisers.

We retain data only for as long as reasonably necessary for service delivery, legal compliance, dispute resolution, accounting, record-keeping, security, abuse prevention, and operational needs.

27. Data Protection Rights

You may have rights under applicable data protection law, including the right to request access, correction, deletion, restriction, portability, or objection to certain processing of your personal data, subject to legal and operational limitations.

To make a data protection request, contact support@hostluma.co.uk and clearly state that your request relates to personal data.

We may need to verify your identity before acting on a request. Some data may need to be retained where required for tax, accounting, fraud prevention, security, legal claims, service records, registrar obligations, or compliance reasons.

28. Cookies

Our website may use cookies or similar technologies for essential site functionality, analytics, performance, preferences, security, fraud prevention, and service improvement.

Where required by law, non-essential cookies will only be used with appropriate consent or settings. You can usually control cookies through your browser settings and any cookie controls provided on the website.

29. Complaints

If you have a complaint, please contact us first so we can attempt to resolve it fairly and promptly. We aim to investigate complaints in a reasonable timeframe and communicate clearly throughout the process.

Complaints should be sent to support@hostluma.co.uk with enough information for us to identify the service, issue, dates, and requested outcome.

30. Changes to These Policies

Host Luma may update these terms and policies from time to time. Updated versions take effect once published on this page unless otherwise stated.

Your continued use of the services after any update constitutes acceptance of the revised terms.

Where a material change affects an active paid service, we will take reasonable steps to make the updated terms available on our website or notify customers where appropriate.

31. Governing Law

These terms and policies are governed by the laws of England and Wales. Any disputes arising in connection with them shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless applicable law provides otherwise.

32. Contact Details

If you have any questions about these terms or policies, need support, wish to report abuse, or wish to make a data protection request, please contact Host Luma using the details below:

Host Luma
Website: https://hostluma.co.uk
Email: support@hostluma.co.uk

This page is intended to provide a clear combined policy page for Host Luma covering terms, privacy, acceptable use, service rules, domain rules, refunds, data protection, abuse reporting, and support expectations in one place.