Effective date: 10 May 2026
By using our services, you agree to comply with these Terms of Service (the “Terms”) and our Acceptable Use Policy, so please read them carefully.
These Terms are governed by and interpreted in accordance with the laws of England and Wales. Any dispute arising out of or in connection with these Terms falls under the exclusive jurisdiction of the courts of England and Wales.
ParadoxNetworks Limited is committed to complying with the Consumer Rights Act 2015. All services provided must be as described, provided with reasonable care and skill, and fit for purpose. Consumers have the right to cancel their services within 14 days of the day the contract is concluded without penalty, as outlined in our Refund Policy (Section 9). For any issues regarding service quality or compliance with statutory rights, customers should contact us at legal@pdxnet.co.uk.
ParadoxNetworks Limited ensures that all terms and conditions in this agreement are fair and reasonable. We do not exclude or limit liability for death, personal injury, or fraud. Any limitations of liability contained herein apply only to the extent permitted by law and are intended to be fair and proportionate to the services provided.
For services purchased online, customers will receive clear confirmation of all order details, including pricing, service description, and terms before purchase is completed. Prices shown to consumers include VAT and any other taxes required to be displayed inclusive by law. Prices quoted to business customers, and any fees stated in these Terms (such as Remote Hands and reactivation fees), are exclusive of VAT and other applicable taxes, which will be added at the prevailing rate.
When signing up for our services, you must furnish current, accurate identification, contact information, and any other details required for the registration process. You are accountable for the security and accuracy of your account details and for all actions taken under your account. It is your duty to manage the content within your account. Should your account be compromised or you detect a security breach, notify us immediately at noc@pdxnet.co.uk. ParadoxNetworks Limited disclaims any liability for losses or damages resulting from your inability to safeguard your account information or ensure its accuracy.
Content hosted or transmitted through our services must comply with the laws of England and Wales and any laws applicable in the customer's jurisdiction, and must not contravene these Terms of Service or our Acceptable Use Policy. If you suspect that any service violates applicable law, please report the matter to your local law enforcement and forward a copy to us at abuse@pdxnet.co.uk.
ParadoxNetworks Limited may request identity, business, payment, or address verification information at any time for fraud prevention, sanctions screening, anti-money laundering compliance, or other legal and regulatory purposes. Failure to provide reasonably requested verification information may result in order rejection, service suspension, or service termination.
We may suspend or terminate access to our services where (a) you materially breach these Terms or the Acceptable Use Policy, (b) we are required to do so by law or by a competent authority, (c) continued provision presents a security or operational risk, or (d) your account is in arrears beyond the timelines in Section 4.3 or, for colocation services, Section 5.2.2. Where you are a consumer, we will follow the complaints and dispute resolution process in Section 17 except in cases of serious or repeated breach. Termination or suspension will immediately revoke your service access. Post suspension or termination, access to data stored within the services may be unavailable. Where we terminate your service without cause, a pro-rated refund of any prepaid unused service will be issued.
Where a chargeback is raised on a payment to ParadoxNetworks Limited, we will pause service action while the chargeback is investigated. Where the chargeback is found to be unjustified (for example, fraudulent or filed in bad faith), services may be suspended or terminated and the disputed amount, plus any chargeback fees levied on us, will be added to your account. Nothing in this section limits a consumer's statutory chargeback or Section 75 (Consumer Credit Act 1974) rights.
Payments are due within 7 days from the date of invoice issuance. We accept payments by debit/credit card, UK bank transfer (Faster Payments / BACS), Direct Debit, and PayPal. Colocation services are subject to the specific payment terms in Section 5.2.
Accounts with payments overdue by 90 days without any effort towards reconciliation will have their outstanding balances forwarded to collection services. For colocation services, the equipment seizure timeline in Section 5.2.2 applies in addition to (and may take effect earlier than) this general collections process, and ParadoxNetworks Limited reserves a contractual lien over equipment housed in our facilities to recover the outstanding balance, exercised only as a last resort and in accordance with applicable law.
Billing and contract term commencement begins on the earliest of: (a) service activation, (b) service handoff or delivery, or (c) the notified ready-for-service date. Services suspended or terminated for non-payment may be reinstated at ParadoxNetworks Limited's discretion after full settlement of outstanding balances and payment of a reactivation fee equal to 25% of one month's recurring service charge for the affected service, subject to a minimum of £25 (excluding VAT). Where a service has been fully de-provisioned, standard setup or installation fees may also apply to bring it back into service.
ParadoxNetworks Limited provides IP Transit services on AS52025, enabling customers to connect their networks to the internet through our infrastructure. Use of IP Transit is also subject to the BGP Usage Policy in Section 5 of our Acceptable Use Policy.
Usage reports are available on request and via the customer portal.
Broadband services are provided through Exascale Limited as the underlying carrier. ParadoxNetworks Limited acts as the retail provider; physical broadband connection, line provisioning and infrastructure are managed by Exascale Limited.
The OTS process is handled entirely by Exascale Limited on our behalf. Customers wishing to switch to or from ParadoxNetworks Limited broadband services should be aware that all OTS communications and processes will be conducted by Exascale Limited.
ParadoxNetworks Limited is not responsible for delays, outages, or service issues arising from Exascale Limited's network or infrastructure. Service level commitments for broadband are subject to the capabilities and performance of the underlying carrier.
Services are automatically renewed every 30 days unless a longer minimum term or different renewal cycle is specified in the applicable order form or service schedule (for example, colocation contracts), and unless explicitly cancelled by the user prior to the renewal date. It is the user's sole responsibility to monitor renewal dates and submit cancellations in a timely manner. No renewal notifications will be sent.
Users may cancel their services at any time by submitting a cancellation request through the client portal. Cancellations must be submitted before the next renewal date. Once cancelled, the service remains active until the renewal date and is then terminated. No refunds will be issued for the remaining active period after a cancellation request has been submitted. For data retrieval obligations, refer to Section 11.3.
Consumer customers purchasing online have a statutory 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, starting from the day the contract is concluded. Where you ask us to begin providing the service within the 14-day period, you may be required to pay for service already supplied up to the point of cancellation.
Business customers are not entitled to a statutory cooling-off period. We may, at our discretion, offer pro-rated credit for unused service.
Outbound port 25 (SMTP) is blocked by default to prevent email abuse and to protect IP reputation. Customers requiring outbound port 25 must raise a ticket in the customer portal with the following:
Requests are reviewed individually and may be refused or revoked at our discretion if subsequent abuse, complaints, or RBL listings are observed. Submission ports 587 (with STARTTLS) and 465 (SMTPS) are not blocked.
ParadoxNetworks Limited may suspend or terminate services without prior notice if a user has violated the Terms of Service or the Acceptable Use Policy. For consumer customers, this is subject to the complaints and dispute resolution process in Section 17 except in cases of serious or repeated breach.
Suspension or termination due to policy violations does not entitle users to refund or compensation for unused service.
Customers are responsible for retrieving and backing up data prior to cancellation or termination. ParadoxNetworks Limited is not responsible for data loss once cancellation or termination has been processed. For deletion behaviour on termination and our backup position, see Section 15.3.
Harassing behaviour towards ParadoxNetworks Limited staff (including aggressive communication, abusive language and undue pressure) is forbidden and may lead to service termination at our discretion.
All services provided by ParadoxNetworks Limited (including software, websites and documentation) are the property of ParadoxNetworks Limited or its licensors and are protected by copyright and intellectual property laws. Users are granted a non-exclusive, non-transferable licence to use the services for their business or personal purposes under the terms of this agreement.
Customers retain all intellectual property rights in their data, content, and configurations. Customers grant ParadoxNetworks Limited a limited, non-exclusive licence to host, store, transmit, process, and (where operationally required, for example during migrations or node maintenance) temporarily copy such content solely to the extent necessary to provide the services and comply with legal obligations. This operational licence does not constitute a managed backup service (see Section 15.3).
Except where prohibited by law, ParadoxNetworks Limited's total liability shall not exceed the total amount paid by the customer for the services in the 12 months preceding the claim.
To the fullest extent permitted by law, ParadoxNetworks Limited shall not be liable for any indirect, incidental, special, consequential or punitive damages, including loss of profits, data, business opportunity or reputational harm.
The limitations do not apply to:
ParadoxNetworks Limited processes personal data in accordance with the UK GDPR and the Data Protection Act 2018. Our Privacy Policy provides full details.
Customers have the right to:
To exercise these rights, contact legal@pdxnet.co.uk.
Billing and account data is retained for at least 6 years after the end of the customer relationship to comply with HMRC record-keeping requirements and other legal, tax and regulatory obligations. ParadoxNetworks Limited does not offer managed backups as part of VPS or other compute services. Customers are solely responsible for taking and storing their own backups of data, configurations, and any other content held within their services. We may take temporary operational copies of customer data where required to perform migrations, node maintenance, hardware replacements, or similar internal operations; these copies exist solely for that purpose, are not customer-accessible, and are deleted once the operation is complete.
On termination, all customer storage (including VMs, virtual disks, and bare metal server drives) is securely wiped immediately, by zeroing out the underlying media or equivalent secure-erase methods. Retention beyond this point applies only where required by law enforcement or a valid legal order. Customers are responsible for retrieving any data prior to termination (see Section 11.3); we are under no obligation to retain or recover data after termination.
In the event of a data breach affecting customer personal data, we will notify affected customers without undue delay and in accordance with UK GDPR.
ParadoxNetworks Limited targets 99.5% uptime for IP Transit and Colocation services, measured monthly per service instance. Uptime is measured by our internal monitoring (BGP session state, ICMP probes, and per-port traffic counters from our edge equipment), with results published on our status page. Scheduled maintenance windows announced in advance, force majeure events (Section 20.1), and outages caused by the customer or by third parties outside our reasonable control (including upstream carriers, datacentre operators, internet exchanges, and cross-connect providers) are excluded from uptime calculations.
This SLA does not apply to VPS products, which are provided on a best-effort basis without an uptime commitment or service credits. Broadband service levels are governed by Section 7.3 and the underlying carrier's commitments.
Support tickets raised via the customer portal are answered within 24 hours during business hours (09:00 to 17:00 UK time, Monday to Friday, excluding public holidays). Tickets raised outside business hours are handled on a best-effort basis.
Operational and security incidents may also be sent to noc@pdxnet.co.uk; general queries to hello@pdxnet.co.uk.
Service credits for uptime failures:
Credits must be requested within 30 days of the failure and, if approved by ParadoxNetworks Limited at our sole discretion, are applied to the next invoice. All service credits are subject to our approval. Service credits are the customer's exclusive remedy for SLA failures, save where these Terms or applicable law provide otherwise.
Complaints should be sent to legal@pdxnet.co.uk. We acknowledge complaints within 2 business days and provide a substantive response within 14 days. If you are not satisfied with our response, or if your complaint has not been resolved within 8 weeks, you may escalate it as set out in Section 17.2.
For communications services (including IP transit and broadband), unresolved complaints may be referred to Ombudsman Services: Communications, an Ofcom-approved Alternative Dispute Resolution (ADR) provider, free of charge for eligible customers. Details: https://www.ombudsman-services.org/sectors/communications. For other services, ParadoxNetworks Limited will engage in good-faith negotiation or, where the parties agree, mediation through a recognised mediation provider, before either party pursues litigation. Nothing in this section prevents either party from seeking urgent injunctive or interim relief from the courts.
Customers must bring any claims within 6 years of the cause of action arising, in accordance with the Limitation Act 1980.
ParadoxNetworks Limited reserves the right to alter these Terms at any time. Where changes materially affect pricing or recurring service terms, we will provide at least 30 days' prior notice. Continued use after the effective date constitutes acceptance of the updated Terms.
Our Acceptable Use Policy outlines the guidelines and limitations on the use of our services. Compliance is mandatory for all users.
Neither party is liable for any failure or delay in performance caused by events beyond its reasonable control, including but not limited to acts of God, war, terrorism, civil unrest, government action, fibre cuts or cable faults outside our network, datacentre power or cooling failure, upstream carrier or internet exchange failure, denial-of-service attacks, pandemic, or industrial action. The affected party will use reasonable efforts to mitigate the impact and resume performance as soon as practicable.
If any provision of these Terms is held by a competent court to be invalid, illegal, or unenforceable, that provision shall be modified to the minimum extent necessary to make it valid, legal and enforceable, or struck out if no such modification is possible. The remaining provisions shall continue in full force and effect.
These Terms, together with the Acceptable Use Policy, Privacy Policy, and any applicable order form or service schedule, constitute the entire agreement between the customer and ParadoxNetworks Limited and supersede all prior representations, agreements, or understandings (whether written or oral) relating to the subject matter.
Legal notices to ParadoxNetworks Limited must be sent in writing by post to ParadoxNetworks Limited, 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom, and copied by email to legal@pdxnet.co.uk. Notices sent to us are deemed received on the second business day after posting, or, for the email copy, on the next business day after sending.
Notices from us to you will be sent to the email address registered on your account and are deemed received on the next business day after sending.
You may not assign, transfer, or sub-contract any of your rights or obligations under these Terms without our prior written consent. ParadoxNetworks Limited may assign or transfer these Terms in whole or in part as part of a corporate reorganisation, merger, or sale of all or substantially all of its assets, on notice to you.
A person who is not a party to these Terms has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these Terms.
For inquiries, support, or concerns regarding these Terms, our Privacy Policy, or the Acceptable Use Policy:
