Clear terms for our services

1. Agreement

These Terms of Service apply when you access our website, create an account, purchase a service, use our client area, request support or otherwise use services provided by Dash Horizon.

By using our services, you agree to these terms, our Privacy Policy and any service-specific terms shown at checkout, on invoices, in proposals or in written agreements.

2. Services covered

These terms cover, where applicable:

• Web hosting, reseller hosting and related hosting services.
• Website design, redesign, development, maintenance and website changes.
• SEO, digital marketing, audits, reporting and optimisation services.
• Domain registration, transfer, renewal and DNS-related services.
• Email, SSL, migration, consultancy, support and custom technical work.
• Any bespoke, custom, digital or project-based service/product supplied by us.

3. Accounts and customer responsibilities

• You must provide accurate contact, billing and account information.
• You are responsible for keeping passwords and account access secure.
• You are responsible for activity carried out through your account or services.
• You must keep your email address up to date so we can send important service notices.
• You must not give unauthorised users access to our systems or client area.

4. Payments, invoices and renewals

• Services must be paid in advance unless we agree otherwise in writing.
• Invoices must be paid by the due date shown on the invoice.
• Unpaid services may be suspended, restricted or terminated.
• Prices may change on renewal or with reasonable notice.
• You are responsible for cancelling services you no longer require before renewal.
• Chargebacks or payment disputes may result in account restriction while investigated.

5. Refund policy

We offer a 7-day goodwill refund period on eligible standard services, unless stated otherwise at checkout or in a written agreement.

Refund requests must be submitted through our support desk within 7 days of the original purchase date.

Where you are a consumer, this refund policy does not affect legal rights you may have where a service is faulty, not as described, or not carried out with reasonable care and skill.

6. Custom services, bespoke products and project work

Custom services include any work created, configured, installed, designed, written, optimised or supplied specifically for you or your business.

• Custom work may require a deposit or upfront payment.
• Work may begin after payment, acceptance of a quote, written approval or instruction to proceed.
• Once custom work has started, payments are non-refundable except where required by law.
• Timescales are estimates unless expressly confirmed as fixed in writing.
• You must provide required content, access, feedback and approvals promptly.
• Delays caused by missing content, late feedback or third-party issues are not our responsibility.

7. Hosting services

Hosting services are provided subject to resource limits, fair use, technical restrictions and the Acceptable Use Policy.

• We aim to provide reliable hosting but cannot guarantee uninterrupted service.
• Maintenance, upgrades, emergencies, upstream provider issues or security incidents may cause downtime.
• You must not use hosting services in a way that affects server stability, network reputation or other customers.
• We may apply limits, restrictions or suspensions to protect the platform.

8. Domains and DNS

Domain services may be provided through third-party registrars and registries. You are responsible for ensuring domain contact details are accurate and renewals are paid on time.

• Domain registrations, renewals and transfers are normally non-refundable once submitted.
• We are not responsible for domain loss caused by expired invoices, incorrect contact details or failure to follow instructions.
• DNS changes may take time to propagate and are not instant worldwide.

9. Website design, development and maintenance

• Project scope will be based on the agreed quote, proposal, invoice or written messages.
• Additional features, pages, revisions or changes outside scope may be charged separately.
• You are responsible for supplying accurate content, images, branding and legal text unless agreed otherwise.
• We are not responsible for copyright issues in materials you provide.
• After launch, further edits may be chargeable unless included in your plan.

10. SEO and digital marketing

SEO is an ongoing service and results are not guaranteed. Search engines, competition, algorithms, website quality and customer actions can all affect performance.

• We do not guarantee first-page rankings, traffic increases, enquiries or sales.
• SEO work may include audits, keyword research, technical recommendations, content guidance, on-page changes and reporting.
• Delays in implementing recommendations may affect results.
• SEO fees are non-refundable once work has started.

11. Support

Support is provided through our support desk unless otherwise agreed. We prioritise issues based on service type, impact, urgency and available information.

• Support does not normally include third-party software debugging, custom coding or unsupported plugins unless agreed.
• Emergency work, out-of-scope work or consultancy may be chargeable.
• Abusive, threatening or unreasonable behaviour towards staff may result in refusal of support or account termination.

12. Backups and data responsibility

We may provide backups depending on your service, but backups are not guaranteed unless expressly stated in your plan or agreement.

• You are responsible for keeping your own independent backups.
• We are not liable for data loss caused by customer error, malware, third-party software, compromised accounts or events beyond our control.
• Restores may be limited by backup availability, retention and technical condition.

13. Acceptable Use Policy

You must use our services lawfully, responsibly and in a way that does not harm our systems, reputation, network, customers or third parties.

You must not use our services for illegal, abusive, harmful, misleading, infringing, high-risk or disruptive activity.

14. Prohibited content and activity

The following are prohibited unless expressly permitted in writing:

• Illegal content, activity or services.
• Malware, phishing, credential theft, botnets, exploit kits or harmful scripts.
• Spam, unsolicited bulk email, mail bombing or purchased mailing lists.
• Copyright infringement, piracy, cracked software, stolen content or trademark abuse.
• Fraud, scams, impersonation, deceptive content or financial abuse.
• Child sexual abuse material or any sexual content involving minors. This will be reported where required.
• Hate content, harassment, threats, doxxing or incitement to violence.
• Resource abuse, crypto mining, public proxies, open relays, stressers, booters or DDoS-for-hire services.
• Activities that damage IP reputation, server stability, deliverability or network performance.

15. Email, spam and sending limits

• You must only send email to recipients who have properly opted in or where you have a lawful basis to contact them.
• You must include accurate sender information and comply with applicable email marketing laws.
• We may suspend email sending where spam, abuse, blacklisting or unusual sending patterns are detected.
• Open relays, spoofing, phishing and deceptive email are prohibited.

16. Security obligations

• You must keep websites, plugins, themes, scripts and passwords secure and updated.
• You must not attempt to bypass limits, access systems without permission or interfere with other users.
• You must notify us promptly if you suspect a compromise, breach or unauthorised access.
• We may take urgent action to protect systems, including restricting access, disabling scripts or suspending services.

17. Suspension and termination

We may suspend, restrict or terminate services where:

• Invoices are unpaid.
• These terms or the AUP are breached.
• Services are used for abuse, illegal activity or harmful activity.
• We need to protect our infrastructure, customers, IP reputation or legal position.
• Required customer action is not completed.

Where practical, we may give notice and an opportunity to resolve the issue. For serious abuse, security incidents or legal risk, we may act immediately.

18. Liability

We will provide services with reasonable care and skill. However, to the fullest extent permitted by law, we are not liable for indirect losses, loss of profits, loss of business, loss of revenue, loss of data, reputational damage or losses caused by third-party providers, customer error, unsupported software or events beyond our reasonable control.

Nothing in these terms excludes liability where it would be unlawful to do so.

19. Governing law and contact

These terms are governed by the laws of Scotland, unless another jurisdiction applies by law.

Last updated: 4 May 2026

These terms are designed to be practical and protective, but you should have them reviewed by a UK solicitor before relying on them as final legal documents.