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Please read these terms carefully before using our services.
Version 1.0 — Effective 20 March 2026 — Reviewed annually. Next review due 20 March 2027.
These Terms of Service ("Terms") govern the provision of services by Vatora Limited ("Vatora", "we", "us", "our"), a company registered in England and Wales (Company No. 16241301), registered address West Midlands House, Willenhall, WV13 2HA, to the customer named in the relevant order, quotation, or service agreement ("Customer", "you").
By placing an order, signing a service agreement, or using any Vatora service, you agree to be bound by these Terms. If you are entering into these Terms on behalf of a business, you confirm that you have authority to bind that business.
These Terms apply to all services provided by Vatora, including managed hosting, managed databases, storage services, network services, DevOps and automation, technical consultancy, and web design and development. Where a specific service agreement or statement of work exists, it takes precedence over these Terms in the event of a conflict. Otherwise, these Terms govern.
In these Terms: "Service" means any product or service provided by Vatora to the Customer. "Service Agreement" means a written or electronic agreement confirming the specific services to be provided, pricing, and any additional terms. "Fees" means the charges payable by the Customer for the Services. "Intellectual Property Rights" means patents, trademarks, copyright, database rights, trade secrets, and all other intellectual property rights. "Business Day" means Monday to Friday, 10:00–18:00 GMT/BST, excluding UK public holidays.
Vatora provides the following categories of service, subject to these Terms and any applicable Service Agreement:
Vatora does not offer unmanaged compute or unmanaged VPS services. All hosted server environments are fully managed by Vatora staff.
Services are ordered via our website, by email, or via a written quotation. An order is accepted when Vatora sends a written confirmation or begins provisioning the Service. Vatora reserves the right to decline any order at its discretion.
Quotations are valid for 30 days from the date of issue unless otherwise stated. Prices in quotations are exclusive of VAT unless expressly stated otherwise. Vatora will not proceed with work beyond the agreed scope without the Customer's prior written approval.
Fees are as set out in the relevant quotation or Service Agreement, or, for standard products, as published on our website at the time of order. All prices are exclusive of VAT unless stated otherwise. VAT will be charged at the applicable rate where required.
Recurring services are invoiced monthly in advance unless otherwise agreed in writing. Project-based and hourly work is invoiced on completion, at agreed milestones, or monthly in arrears depending on the nature of the engagement. Invoices are issued by email to the billing contact specified by the Customer.
Payment is due within 14 days of the invoice date unless otherwise agreed in writing. Vatora accepts payment by bank transfer, direct debit, or such other methods as may be offered from time to time. Payment must be made in pounds sterling unless otherwise agreed.
Where payment is not received by the due date, Vatora reserves the right to charge statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998 at 8% above the Bank of England base rate, accruing daily from the due date until payment is made in full. Vatora may also suspend or restrict access to Services where invoices remain unpaid beyond 14 days of the due date, following notice to the Customer.
Vatora may change the Fees for recurring services by giving at least 30 days' written notice before the change takes effect. If you do not accept the new Fees, you may terminate the affected Service before the change takes effect by giving notice in accordance with clause 12.
Cold archive storage carries a minimum commitment of 1 TB and a minimum storage duration of 90 days. Where data is removed before the 90-day minimum has elapsed, the Customer remains liable for the storage fees for the full minimum period. Other service-specific minimum commitments will be stated in the relevant Service Agreement or quotation.
If you dispute an invoice, you must notify us in writing within 10 Business Days of the invoice date, specifying the amount in dispute and the reason. Undisputed amounts remain due by the original payment date. Vatora will investigate all disputes promptly and in good faith.
Fees paid for services already delivered are non-refundable unless required by law or agreed in writing. Where a recurring service is cancelled mid-period, no refund is issued for the remainder of the billing period unless otherwise agreed. Vatora will consider refund requests on a case-by-case basis at its discretion.
Vatora targets 99.99% availability for managed hosting services, measured monthly. This commitment does not apply to services during scheduled maintenance windows, to outages caused by the Customer, or to events of force majeure as described in clause 16.
Vatora may perform scheduled maintenance on its infrastructure from time to time. We will provide reasonable advance notice of planned maintenance where it is expected to cause service interruption. Emergency maintenance may be carried out without advance notice where necessary to protect the security or integrity of our infrastructure.
All managed hosting and database environments are monitored continuously. If an issue is detected, Vatora will respond and begin remediation without requiring the Customer to raise a support ticket. Customers may contact support directly during Business Hours. Emergency support outside Business Hours is available for infrastructure-affecting incidents.
Vatora maintains a public status page at status.vatora.co.uk. We recommend checking this page during service disruptions before contacting support.
Vatora will: provide Services with reasonable skill and care and in accordance with these Terms; maintain the security and integrity of our infrastructure; keep Customer data confidential in accordance with clause 9; comply with applicable law including UK GDPR in respect of personal data we process; notify the Customer promptly where we become aware of a service-affecting issue; and provide support in accordance with the applicable service level and during Business Hours.
The Customer will: provide accurate and complete information when ordering or using Services; pay Fees by the due date; comply with our Acceptable Use Policy; keep access credentials and service tokens confidential and not share them with unauthorised parties; notify Vatora promptly of any security incidents, suspected breaches, or changes to billing or technical contacts; and ensure that any end users or third parties given access to Vatora services comply with these Terms and the Acceptable Use Policy.
Where Vatora requires cooperation or information from the Customer to deliver the Services and such cooperation or information is not provided within a reasonable time, Vatora shall not be liable for any resulting delay or failure to deliver.
All intellectual property rights in Vatora's infrastructure, tooling, systems, processes, and website remain the exclusive property of Vatora or its licensors. Nothing in these Terms transfers any intellectual property rights to the Customer except as expressly stated.
Where Vatora develops custom work for a Customer (including websites, applications, or scripts) under a project agreement, ownership of deliverables will be set out in that agreement. Where not specified, ownership remains with Vatora until Fees for the relevant work have been paid in full, at which point ownership transfers to the Customer.
The Customer retains ownership of all data they upload to or store on Vatora infrastructure. Vatora claims no rights over Customer data beyond those necessary to deliver the contracted Services.
Each party agrees to keep confidential all information received from the other party that is marked as confidential or that is by its nature evidently confidential ("Confidential Information"), and not to disclose it to third parties without the other party's prior written consent. This obligation does not apply to information that is publicly known, already known to the receiving party, independently developed, or required to be disclosed by law or regulatory authority.
Vatora will not access Customer data except as necessary to deliver the Services, respond to a support request, comply with a legal obligation, or as expressly authorised by the Customer.
Each party will comply with applicable data protection law, including UK GDPR and the Data Protection Act 2018. Where Vatora processes personal data on behalf of the Customer in connection with the Services, Vatora acts as a data processor and the Customer acts as data controller. Vatora's processing is governed by our Privacy Policy and, where applicable, a data processing agreement.
Customers are responsible for ensuring they have a lawful basis for any personal data they store on Vatora infrastructure, and for complying with their own obligations as data controller, including responding to data subject requests.
Nothing in these Terms limits or excludes either party's liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be lawfully excluded or limited.
Subject to clause 11.1, Vatora's total liability to the Customer in respect of all claims arising under or in connection with these Terms (whether in contract, tort, including negligence, breach of statutory duty, or otherwise) in any 12-month period shall not exceed the total Fees paid by the Customer to Vatora in the 12 months immediately preceding the event giving rise to the claim.
Subject to clause 11.1, neither party shall be liable to the other for any indirect, consequential, or special loss, loss of profit, loss of business, loss of revenue, loss of anticipated savings, loss of goodwill, or loss of data, even if advised of the possibility of such losses.
Vatora takes daily backups of managed hosting and database environments as standard. However, the Customer is responsible for maintaining their own backup copies of critical data. Vatora's liability for loss of Customer data shall not exceed the cost of restoring data from the most recent available backup.
Vatora shall not be liable for failures, delays, or interruptions caused by third-party providers, including upstream network providers, data centre facilities, or cloud platform providers, where such failures are beyond Vatora's reasonable control.
Either party may terminate a recurring Service by giving at least 30 days' written notice unless a different notice period is specified in the relevant Service Agreement. For project-based and consultancy engagements, termination terms are set out in the relevant agreement or, where not specified, by mutual written agreement.
Either party may terminate these Terms or any Service immediately by written notice if the other party: materially breaches these Terms and, if the breach is capable of remedy, fails to remedy it within 14 days of written notice requiring it to do so; becomes insolvent, enters administration or liquidation, or ceases to carry on business; or, in the case of the Customer, breaches the Acceptable Use Policy in a manner that poses an immediate risk to Vatora's infrastructure or to third parties.
On termination, the Customer's access to the terminated Services will cease. Vatora will retain Customer data for a 30-day grace period following termination to allow data retrieval, after which all Customer data within terminated services will be securely deleted in accordance with our Data Retention Policy. The Customer is responsible for extracting and backing up their own data before termination takes effect. Vatora may charge a reasonable fee for any data export assistance requested.
Clauses that by their nature should survive termination shall do so, including clauses 8 (Intellectual Property), 9 (Confidentiality), 11 (Limitation of Liability), 14 (Governing Law), and any outstanding payment obligations.
Vatora may suspend access to any Service immediately and without prior notice where: the Customer has failed to pay Fees by the due date and has not remedied this within 14 days of a payment reminder; the Customer has breached the Acceptable Use Policy in a way that poses a risk to Vatora infrastructure, other customers, or third parties; or Vatora is legally required to do so. Vatora will notify the Customer of any suspension as soon as reasonably practicable. Where the cause of suspension is remedied, Vatora will restore the Service within a reasonable time, subject to any applicable reconnection fee.
If a dispute arises between the parties in connection with these Terms, the parties agree to attempt to resolve it in good faith through direct discussion before pursuing formal proceedings. Either party may escalate a dispute by written notice to the other, after which the parties shall negotiate in good faith for at least 20 Business Days. If the dispute is not resolved within that period, either party may pursue its legal remedies as provided in clause 15.
Neither party shall be liable for delay or failure to perform its obligations under these Terms to the extent caused by circumstances beyond its reasonable control, including but not limited to natural disasters, civil unrest, government action, failure of third-party infrastructure, or widespread internet outages. The affected party must notify the other promptly and take reasonable steps to mitigate the impact. If the force majeure event continues for more than 30 days, either party may terminate the affected Services by written notice.
These Terms, together with any applicable Service Agreement, quotation, or statement of work, constitute the entire agreement between the parties with respect to the Services and supersede all prior representations, discussions, or agreements. Neither party relies on any representation not expressly set out in these Terms or in a Service Agreement.
If any provision of these Terms is found to be invalid, unlawful, or unenforceable, it shall be deemed severed from these Terms without affecting the validity of the remaining provisions.
Failure by either party to exercise or enforce any right under these Terms shall not constitute a waiver of that right.
The Customer may not assign or transfer its rights or obligations under these Terms without Vatora's prior written consent. Vatora may assign its rights and obligations to any successor in the event of a merger, acquisition, or sale of substantially all of its business assets, provided that the Customer's rights are not materially diminished.
Notices under these Terms must be in writing and delivered by email (with confirmation of receipt) or by post to the addresses set out in the relevant Service Agreement or, in the absence of such an agreement, to the contact details held on record for each party.
Vatora may update these Terms from time to time. Where a change is material, we will provide at least 30 days' written notice before it takes effect. Continued use of our Services after that notice period constitutes acceptance of the updated Terms. If you do not accept a material change, you may terminate the affected Service by giving notice in accordance with clause 12.1 before the change takes effect. The current version of these Terms is always available at vatora.uk/terms-of-service.
These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes) shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.
