legal

privacy policy

last updated: october 2025

what we collect

when you use computer web services we collect:

why we collect it

to build your website

to host your website

to send you invoices and service updates

to provide technical support

to maintain backups

where data lives

website files: vultr vps servers

emails: spacemail (switzerland)

backups: vultr vps servers

payment data: stripe (not stored by computer web)

who sees your data

computer web operator

vultr (infrastructure provider)

spacemail (email hosting)

stripe (payment processing)

nobody else unless legally required

your rights

you can request all data we hold about you

you can request deletion of your data

you can request corrections to your data

you can export your website files at any time

deletion means we remove your data within 30 days. backups are purged within 12 months.

cookies

computer web website uses no tracking cookies

no analytics

no third party scripts

your client websites may use cookies if you add them

data retention

active clients: data kept while service active

cancelled clients: data deleted 30 days after cancellation

backups: retained 12 months then deleted

invoices: kept 6 years for tax purposes

changes

we update this policy when needed. changes posted here with new date.

terms of service

last updated: october 2025

the service

computer web builds websites and provides hosting. we use automad cms for all website builds.

what you get

what you pay

hosting includes: domain renewal, ssl certificate, email, up to 15 minutes editing per month

edits beyond monthly allowance: £25 per hour billed in 15 minute increments

payments via stripe. invoices sent by email.

cancellation before completion

if work has not started: full refund

if work has started: refund based on work completed

we determine completion percentage based on agreed milestones

hosting cancellation

what we do not provide

support hours

email support only

monday to friday: response within 24 hours

saturday and sunday: response within 48 hours

responses are not guaranteed within these windows but targeted

hosting infrastructure

sites hosted on vultr vps servers

we manage the server

we handle technical maintenance

downtime caused by vultr is outside our control

backups

automatic backups triggered when site updated

backups stored 12 months

backup restoration included in support

backups are for disaster recovery not version control

ownership

you own all content you provide

you own your domain name

you license us to host and display your content

we own the site structure and templates

on cancellation you receive full export of your content

your responsibilities

provide accurate information

pay invoices on time

respond to our requests within reasonable time

do not use service for illegal purposes (see acceptable use policy)

our responsibilities

build website as specified

maintain hosting infrastructure

provide agreed support

maintain backups as stated

process cancellations as agreed

liability limits

we are liable for direct damages caused by our negligence

we are not liable for:

maximum liability: total amount paid to computer web in previous 12 months

payment terms

invoices due within 7 days

late payment: service suspended after 14 days

suspension longer than 30 days: service terminated and data deleted

changes to terms

we can update these terms with 30 days notice by email

continued use after notice period means acceptance

you can cancel if you disagree with changes

termination

we can terminate service if:

termination means immediate suspension and data deletion after 30 days

law

governed by laws of england and wales

disputes handled in uk courts

acceptable use policy

last updated: november 2025

what you cannot host

illegal content under uk law

child abuse material

content promoting terrorism

phishing or malware distribution

spam email operations

unlicensed gambling

copyright infringement

harassment or hate speech

anything requiring a license you do not have

what you cannot do

attack other servers or networks

mine cryptocurrency

run proxy or vpn services

resell hosting to others

excessive resource usage impacting other sites

attempt to access other clients data or systems

consequences

first breach: warning by email and request to fix

second breach: service suspended until resolved

third breach or serious single breach: immediate termination

serious breaches (illegal content, attacks): immediate termination and report to authorities

reporting violations

email: emailcomputerwebcouk

include evidence and affected urls

we investigate within 48 hours

resource limits

websites share server resources

excessive cpu or bandwidth use requires optimization or migration

we notify you if your site impacts others

repeated resource issues may require service termination

monitoring

we monitor for security and performance

we do not read your content unless investigating reported violation

automated systems scan for malware and attacks

updates

this policy updates as needed

changes posted here with new date

refund policy

last updated: october 2025

website builds

full payment refundable if work has not started

once work begins: refund only unearned portion based on completion percentage

no refunds once site delivered and live

refund requests processed within 14 days

hosting fees

no refunds on hosting fees (monthly or annual)

cancellation applies to end of current billing period

first year hosting (included in build): no separate refund but covered by build refund policy

domain registration

domain costs included in hosting fees

no refunds on domains as registrar fees are non-refundable

you keep domain ownership regardless of service cancellation

email addresses

domain email account included in hosting fees

no refund on domain email account as fees are non-refundable

disputed work

if you dispute work quality:

final decision on disputes: computer web operator

unresolved disputes: small claims court

payment failures

failed payments are not refunds

you remain liable for services provided

failed payment attempts may incur stripe fees passed to you

how to request refund

email only: contact form or emailcomputerwebcouk

include invoice number and reason

response within 48 hours

refund processed within 14 days if approved

service levels

last updated: october 2025

what this covers

these are targets not guarantees

actual performance depends on vultr infrastructure and internet routing

hosting uptime

target: 99% monthly uptime

measured: http response from server

excludes: scheduled maintenance, vultr outages, internet routing issues, ddos attacks

no refunds or credits for downtime

support response times

target response times (not resolution times):

monday to friday

saturday and sunday

what counts as response

acknowledgment of your request

request for more information

initial diagnosis

estimated resolution time

resolution times vary by issue complexity

support channels

email only: contact form or emailcomputerwebcouk

no phone support

no live chat

no emergency hotline

maintenance windows

scheduled maintenance: sunday 00:00-06:00 uk time

notice: 48 hours via email for planned downtime over 30 minutes

emergency maintenance: performed without notice

backup restoration

target: site restored within 24 hours of request

depends on: backup availability, scope of restoration, time of request

what we do not guarantee

specific page load speeds

zero downtime during deployments

same-day fixes for all issues

availability of specific software versions

third party service uptime (spacemail, stripe, domain registrars)

monitoring

we monitor server health and uptime

you are responsible for monitoring your own site functionality

we notify you of detected issues affecting your site

escalation

all support handled by email

no escalation tiers

single operator handles all requests

measurement

uptime measured by automated monitoring

support times measured from email received to email sent

measurements are for internal assessment not contractual obligation

improvement

we aim to exceed these targets

actual performance published: never (we are not a dashboard company)

we notify you if consistent problems affect your service