Legal Information - Terms of Service - Acceptable Use Policy - Domain Name - Data Protection Act : xilo

Support 0333 773 3000 • Sales 0800 905 5000


v2.76 November 2022


Services provided under these Terms of Service are provided by xilo Ltd., whose registered office is Electric Works, 3 Concourse Way, Sheffield, S1 2BJ, United Kingdom with registration number 06451134. Tel: +44 333 773 3000, Fax: +44 333 773 3009.

Server use

xilo reserves the right to refuse service and/or access to its servers and/or services to anyone.


We will endeavour to provide a continuous high quality service. If you experience problems with your service, you should consult our support centre. Should you fail to find a resolution to your problem in our Knowledge Base you should raise a support centre ticket or call our support line during office hours.

Please note we may require suspension of some of our services for short scheduled periods to carry out maintenance or repair to our services. Information concerning scheduled downtime is available on the xilo support website, as are details of any interruptions to our services.

Payment policies

All accounts are set up on payment in advance.

Although xilo reserves the right to change prices of accounts or services at any time, all pricing is guaranteed for the period of prepayment. Payment is due every billing period anniversary, from the date the service was established. Customers will automatically be charged again at the end of their prepay period unless notification of cancellation is given via our support centre and raised for our billing specialists.

In situations where the card number on file is declined, xilo reserves the right to suspend all services until the outstanding debt is cleared. Any non-payment of an invoice may be subject to late payment at 4% of any overdue invoice. The customer is responsible for all money owed on the account from the time it was established to the time that the customer sends an electronic cancellation request via your My xilo account, or via written letter to our registered office.

Services that are unpaid past the due date will be suspended and terminated. All data will be removed from our servers and we hold no liability to any losses incurred due to non-payment.

We reserve the right to hand over any unpaid accounts to one or more, of our appointed debt collection agencies, Daniels Silverman Limited or Henriksen Limited and collect 8% interest on any amount owed. Our collection agencies may also levy a further fee added to the total debt for costs incurred in collecting the debt.

You are required to have a valid email address registered on your account at all times, failure to do so may result in suspension of your account.

No bills or invoices will be sent by postal mail. All invoices will be sent directly to customers via email 14 days before they are due. Requests to alter a billing cycle must be received before an invoice is generated for the next billing cycle.

All payment is in GBP Sterling. Pricing excludes VAT at the standard current rate (20%) except where indicated unless within the EU where your local rate of VAT will be charged. Inclusive VAT pricing is based from VAT exclusive pricing and is subject to change.

Promotional offers

Free domain offer: Shared, reseller and premium hosting accounts that pay annually or bi-annually are offered a free domain registration or transfer. The registration or transfer is for one year (or two years for .uk (registration only)) and to be completed at package sign up. Domain can not be added retrospectively.

RS-5: This is a starter reseller pack and can only be signed up by new account holders. It cannot also be downgraded to, from any higher package or plan.

Affiliate scheme

The payment point for affiliate accounts is £50 and an invoice must be raised for the exact affiliate amount to be withdrawn. Payments are made via cheque sent to the account address.

Your personal details

Please note that whilst your email is primarily used for billing purposes, xilo reserves the right to email you information about enhancements to our systems and important information. You must ensure that valid contact details, including your address and phone number remain on the account at all times. We reserve the right to suspend service if details are incorrect.

We will not provide any of your personal information to other companies or individuals without your permission. However, we may need to provide your name and delivery address to third parties that xilo may use for the purposes of delivering specific services to you (e.g. equipment).

Only one account per entity. We reserve the right to merge any account belonging to the same entity.

Payment options

Credit / Debit Cards: xilo accepts MasterCard, Visa,  Electron, Maestro, Solo, JCB and American Express.
Cheque Payment:  xilo cannot guarantee that a service will be provided until after any received cheques have been cleared. On a request only basis.
Bank Transfer / BACS:  xilo cannot guarantee that a service will be provided until after payment is received. On a request only basis.
Direct Debit: Facility offered for active accounts for monthly service payments, excluding domain names and one-off services.
PayPal: All PayPal payments are collected in GBP Sterling only. Each payment must be initiated from My xilo on receipt of an invoice.


When possible, and upon request, we will transfer hosting accounts from an identical control panel. No fee is levied on transfers for up to 20 accounts.

Customers transferring a domain must copy any content, emails and databases from another host, if required. Unless requested prior to completion of transfer.

Money back guarantee

Where indicated on our website, we offer a 7 day money back guarantee. To claim the guarantee, visit our support centre and raise a ticket for our billing team.

Setup times

Most services are setup within minutes of payment being received. However, self and fully managed servers can be longer as these are ordered new from our suppliers. We quote 7-10 working days for delivery of new orders in to the datacentre.

Cancellation and refunds

xilo reserves the right to cancel the service at any time. In this event customers will be entitled to a prorata refund based upon the remaining period of membership. If a customer contravenes the terms of service a refund will not be issued in the event of a cancellation.

Domain names, once registered cannot be refunded or cancelled at any point in time, for any reason. Domains that are no longer required must have auto renewal disabled at least 15 days prior to the renewal date to prevent invoice generation. After this time and once an invoice has been generated, please contact our billing specialists to arrange manual cancellation.

Broadband customers must place their cease request via the broadband menu within My xilo. The date chosen will be the date the service is ceased but notice applies from 30 days of when the request is made. A cease fee will be applicable as advised on-screen.

Customers may cancel their account at any time by giving 30 days notice to xilo.
Fees charged on a prepay basis are non-refundable. Once the initial guarantee period has expired customers are not entitled to receive a refund unless the service is cancelled by xilo. In addition some accounts incur set-up fees, these charges are also non-refundable.

A £5 per domain fee maybe levied on certain transfers away from xilo where our assistance is required. Accounts must be up to date for any transfers to be processed.

All Hosting accounts are subject to a 30 day minimum, rolling contract.

All Dedicated Servers and Colocated services are subject to a 12 month minimum contract then monthly rolling after the initial term. Colocated servers have a 3 month notice period.

All VPS accounts are subject to a 30 day minimum, rolling contract.

Managed Servers and the Managed Server add-on is subject to a 12 month minimum contract term then monthly rolling after the initial term with a 3 month notice period.

Service renewed at contracted billing term.

When a refund is due, these are processed within 30 days.

Charge back

Any customer reversing payments via bank, credit card (a "chargeback") or PayPal (a "dispute") may be subject to a punitive fee of £15, should the company deem this charge back to be unfair. The company also reserves its right to defend such charge backs and recover the original monies from the user.


Customer agrees that it shall defend, indemnify, save and hold xilo harmless from any and all demands, liabilities, losses, costs and claims, including reasonable attorney’s fees asserted against xilo, its agents, its customers, officers and employees, that may arise or result from any service provided or performed or agreed to be performed or any product sold by customer, its agents, employees or assigns.

Customer agrees to defend, indemnify and hold harmless xilo against liabilities arising out of; (1) any injury to person or property caused by any products sold or otherwise distributed in connection with xilo services; (2) any material supplied by customer infringing or allegedly infringing on the proprietary rights of a third party; (3) copyright infringement and (4) any defective products sold to customer from xilo servers.


We strive to provide the best service and support, including ensuring a reliable and dependable service. Occasionally we may fall short of the high standard we want to deliver to all customers and in such situations we want to know so that we can learn and improve our policies or procedures.

In the event you wish to make a complaint, we will attempt to resolve this as quickly and smoothly as possible.

We are happy to accept these in writing via your portal noted for the attention of the complaints team or via post to our registered office. Please ensure that you include full information for your complaint and what you would like us to do to put the situation right. For complaints via post, please also include your name, address and registered email address.

On receipt of your complaint, we will acknowledge this within 1 working day and this will be via email or phone call.

We aim to investigate and resolve all complaints within 1 week for receipt of the complaint but should further time be required, we will advise you of this and provide an estimated date of when we should be able to provide a outcome or explanation.

If you are unhappy with the outcome or explanation, we will be happy to escalate the complaint for further review by our Managing Director within 1 week from escalation.

We are committed to resolving any complaints received.


xilo will not be responsible for any damages or losses you may suffer.

Terms apply to new orders from the date of the revision listed above.

xilo makes no warranties of any kind, expressed or implied for services we provide. xilo does back up your data but whilst every attempt would be made in the unlikely event of any corruption or hardware failure, xilo cannot guarantee to be able to replace all data. xilo expects all customers to maintain their own backup routine. xilo disclaims any warranty or merchantability or fitness for a particular purpose. This includes loss of data resulting from delays, non-deliveries, wrong delivery, and any and all service interruptions caused by xilo and its employees. xilo reserves the right to revise its policies at any time.