Fair Use Policy

1. Why we have this policy

Our clients share hosting, support and team time. This policy helps keep our services fast, secure and fair for everyone. It forms part of our Terms and Conditions.

2. Hosting and resources

Our hosting is designed for a typical small or growing business website. Storage, bandwidth, processing power and email sending should stay within what is reasonable for a website of that kind.

If your website starts using far more resources than normal, or affects the speed or security of other websites on our servers, we will contact you. We will explain what we have found and agree the best way forward with you. This may include optimising your website or moving to a larger hosting option at an agreed cost.

In an emergency, such as a security attack or a fault that is affecting other clients, we may need to limit or pause your website straight away to protect everyone. We will tell you as soon as possible if this happens.

3. Content and activity that is not allowed

You must not use our services, or the website we build for you, to:

• break any law, or help anyone else to break the law;
• store or share illegal content, including any content that sexually exploits children;
• harass, threaten, bully or abuse anyone, or promote violence, terrorism or hatred;
• share material that infringes someone else's copyright, trade marks or other rights;
• send spam or unsolicited marketing, or send marketing emails without the consent the law requires;
• deceive people, including through scams, fake reviews or phishing pages;
• spread viruses, malware or harmful code;
• try to access systems, accounts or data you are not authorised to access, or test our security without our written permission; or
• collect or use personal data in a way that breaks data protection law.

4. Support

Your advisor and our support team are here to help with your website and the services in your proposal. Reasonable use of support is included. This covers questions about your site, help with problems, and guidance on using your platform.

Support does not include training on unrelated software, or work on other websites or systems. If you need help with something outside your services, we will tell you whether we can help and what it would cost.

We reply within 24 to 48 hours, counted on working days only. Requests sent after 4pm are treated as arriving at 9am the next working day.

We expect everyone to treat our team with respect. We will not tolerate abusive or threatening behaviour.

5. Change requests

Before your website goes live, we will talk through any changes you want. After launch, small changes are included where they are reasonable, such as updating text, swapping an image or adjusting a section.

Larger requests that go beyond your original proposal, such as new features, new sections or a redesign, may cost extra. We will always explain the cost and get your agreement before we start.

6. Booked sessions

You can book one session a year of up to one hour with a senior advisor on Microsoft Teams. Unused sessions do not carry over to the next year.

7. What happens if this policy is broken

If we think this policy has been broken, we will usually:

1. contact you to explain the issue and ask you to put it right;
2. give you a reasonable time to do so; and
3. if the issue continues, pause the affected service.

If the issue is serious, such as illegal content or a security risk, we may act straight away. This can include removing content, pausing your website, reporting the matter to the authorities, and ending the contract under our Terms and Conditions.

8. Reporting misuse

If you think a website we host is being misused, please email hello@utinnovation.co.uk. If you have a safeguarding concern, please follow our Safeguarding Policy.