This page sets out the terms and policies that govern the use of Host Luma services, including managed WordPress hosting, website services, email hosting where included, content delivery integrations, support, maintenance, and related services.
Last Updated: 21 March 2026
Welcome to Host Luma (“Host Luma”, “we”, “us”, or “our”). 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.
Host Luma provides managed digital services including, but not limited to:
All services are provided on a managed basis and may be updated, improved, replaced, or discontinued from time to time where reasonably necessary.
You agree to provide accurate information when ordering services and to keep your account details up to date.
You are responsible for:
Host Luma is not responsible for unauthorised access caused by weak passwords, compromised devices, phishing, reused credentials, or failures in the customer’s own security practices.
Unless otherwise agreed in writing, services are billed monthly in advance. Some services may be billed annually, one-off, or under a custom arrangement.
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 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:
Free build offers must not be abused and are provided at our discretion.
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:
Support does not automatically include extensive custom development, third-party software debugging unrelated to the hosting environment, content entry, SEO campaigns, or emergency work outside the service scope unless separately agreed.
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:
No service level agreement is provided unless explicitly stated in writing.
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:
Where possible, we will attempt optimisation and communication first.
You must not use Host Luma services for any unlawful, harmful, abusive, or disruptive purpose.
Prohibited activity includes, but is not limited to:
We reserve the right to suspend or terminate services immediately where prohibited activity is detected or reasonably suspected.
Where email hosting or mail functionality is included, you agree to use it lawfully and responsibly.
Host Luma does not guarantee inbox placement, deliverability, or reputation outcomes because these depend on multiple external systems and recipient-side filtering policies.
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:
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, we may take necessary action to contain the issue, including temporary suspension, isolation, access restrictions, forced password resets, or removal of clearly malicious files.
Remediation effort beyond standard managed support may be chargeable if the issue is severe, repeated, or caused by unsupported or unsafe customer actions.
Some services may rely on third-party providers such as registrars, CDN providers, software vendors, payment processors, DNS providers, and infrastructure companies.
Host Luma is not responsible for outages, price changes, policy changes, service failures, or operational decisions made by third-party providers.
Any domain registration, renewal, transfer, or DNS-related service may also be subject to the relevant third-party provider’s rules and timelines.
You retain ownership of your own content, branding, text, images, and materials that you lawfully provide.
Host Luma retains ownership of its own:
Unless otherwise agreed in writing, no transfer of Host Luma intellectual property is granted beyond what is necessary to provide the service.
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.
We reserve the right to remove, disable, or refuse content that is unlawful, dangerous, defamatory, infringing, or likely to cause service or legal risk.
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, or source platform limitations.
The customer is responsible for reviewing the migrated site and reporting any issues promptly.
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:
After termination or cancellation, data may be deleted after a reasonable retention period unless otherwise required by law or agreed in writing.
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:
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.
Nothing in these terms excludes any rights you may have under applicable consumer law that cannot legally be excluded.
Where digital services begin immediately at your request, you acknowledge that cancellation and refund rights may be limited once work has commenced or digital delivery has started.
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, 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.
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, or your infringement of any third-party rights.
Host Luma respects your privacy and handles personal data with care.
We may collect and process information such as:
We use this information to:
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, prevent fraud, or comply with the law.
We retain data only for as long as reasonably necessary for service delivery, legal compliance, dispute resolution, record-keeping, and security.
You may have rights under applicable data protection law, including the right to request access, correction, or deletion of personal data, subject to legal and operational limitations.
Our website may use cookies or similar technologies for essential site functionality, analytics, performance, preferences, and security. By continuing to use the site, you agree to the use of cookies where permitted by law and our website settings.
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.
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.
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.
If you have any questions about these terms or policies, 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, and refunds in one place.
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