Terms of Service

Channel Island Hosting is a trading name of Enrapture Limited, a Bailiwick of Guernsey registered company (Company Reg No: 50810), PO Box 331, St. Peter Port, Guernsey, GY1 3UB, Channel Islands.

Last updated: 20 August 2026

Channel Island Hosting (“CIH”, “we”, “our”, “us”) provides web and email hosting, web design, and domain registration services to clients worldwide. We have a responsibility to protect each client and to provide the best service we can.

By ordering or using our services, you agree to these terms. If you keep using the services after we update these terms, you accept the updated version.

Key points to note

We want the important things to be clear and easy to find, so please read these first:

Some domain and service fees are non-refundable once we have paid a registry or third party on your behalf. The refund windows are set out in the Billing and Refunds section.
A domain can be lost if it is not renewed in time. If automatic renewal is switched off, you must trigger a renewal in good time before the expiry date.
There is a limit on how much we are liable for. It is set out in the Limitation of Liability section. This does not affect your statutory rights if you are a consumer.
Nothing in these terms removes rights you have by law. If you are a consumer, your statutory rights always apply.

1. Definitions

In these terms:

Consumer means an individual who is buying or using our services wholly or mainly outside their trade, business, craft or profession.

Business Customer means any customer who is not a Consumer, including anyone registering, holding or dealing in domain names for business or investment purposes.

Services means any hosting, email, web design, domain registration, or related product or service we provide.

Expiry Date means the date a domain registration or service term ends.

Renewal Grace Period means the period after the Expiry Date during which a domain may still be renewed. It is currently twelve (12) days but may change, and some ccTLDs have no grace period.

Redemption Period means the period of up to 30 days after a domain is placed on hold and flagged for deletion, during which it may be redeemed on payment of a redemption fee, if the registry allows.

Payment Method means the card, PayPal account or other means you have on file with us.

Registry means the organisation responsible for a top-level domain (for example the .COM registry).

2. Your rights and how these terms apply

If you are a Consumer, you have statutory rights under the Trading Standards (Fair Trading) (Guernsey) Ordinance 2023 and other applicable law. Nothing in these terms removes or reduces those rights. Where a term in this agreement would limit a right you have by law as a Consumer, that term applies only so far as the law allows.

Some terms in this agreement apply more firmly to Business Customers than to Consumers. Where that is the case, we say so. Business Customers are not protected by the Consumer Ordinance in the same way and accept the limits set out here.

If any part of these terms is found to be unfair or unenforceable, that part is removed, and the rest of the terms stay in force.

3. Customer service and support

We think the support we give is one of the most important parts of our service. We aim to respond to all support requests and complaints within 48 hours, and we usually reply much sooner. We treat customers fairly, as we expect to be treated ourselves.

If we cannot fully answer your query within 48 hours, we will update you within that time and explain how long we expect it to take. All messages receive an automated acknowledgement and a manual response. Complaints follow a set escalation procedure and are reviewed and tracked by senior management. If you feel your message has not been handled fairly or promptly, please ask for it to be escalated.

You can contact us as follows.

Complaints or abuse reports:

Email us at: [email protected].

Contact us via: Contact Us page

You can call us on: +44 (0)3300 437308 (Lines open 8am – 5pm UK time, Monday to Friday. Closed on UK and Channel Island public holidays)

You can write to us at: Complaints, Enrapture Limited, PO Box 331, St. Peter Port, Guernsey, GY1 3UB, Channel Islands, Great Britain

 

General enquiries from individuals who are not yet Channel Island Hosting registered customers can contact us via:

Email us at: [email protected].

Contact us via: Contact Us page

You can call us on: +44 (0)1481 730808 (Lines open 8am – 6pm UK time, Monday to Friday. Closed on UK bank holidays)

 

Support or general enquiries from Channel Island Hosting registered customer can be sent via:

Log in to your client area and create a support ticket. (Support tickets are then channelled to your dedicated support consultant.)

Email us at: [email protected].

Contact us via: Contact Us page

You can call us on: +44 (0)3300 437308 (Lines open 8am – 6pm UK time, Monday to Friday. Closed on UK bank holidays)

 

4. Domain registration

When you register a domain through us, you enter an electronic agreement to comply with all local and international rules that apply, including the accuracy of registrant data and the proper use of the domain.

Each Registry has its own terms that apply to its domains, and you must comply with those too. For the .GG and .JE domains and their derivatives, the registry terms are available via Channelisles.net. Registry terms can change without notice. If you would like the specific terms for a TLD you have registered with us, we will be pleased to provide them.

We comply with ICANN registrant rules and will enforce them when appropriate. On occasion we may ask a registrant for verifiable proof of identity, for example following a complaint from the public, a monitoring service, a Registry, or an authority in the Bailiwick of Guernsey or another jurisdiction we serve. All personal data is handled under data protection law, and you accept that your data may be shared with the relevant authority or service provider where there is a valid reason. We will tell you when your identity is shared with an authority, unless doing so would breach “tipping off” laws in the Bailiwick of Guernsey.

When you register a domain, you may be able to hide your identity from the relevant WHOIS databases. You cannot fake or obscure your own registrant data to achieve this. Where the option is available, we pass your request to the Registry or third-party registrar to carry out. Some domains do not support ID protection. For .GG and .JE domains the Registry provides it automatically. We cannot be held liable for errors by third-party registrars or registries in applying ID protection, and you indemnify us against errors caused by changes or system issues at a Registry.

We cannot guarantee that every registration order will be accepted by the Registry or a third-party registrar. If a registration is not accepted, which is beyond our control, we will give you a full refund.

5. Domain renewals

When you register a domain you have two renewal options.

Automatic renewal. This is the default. Your domain renews for a period equal to your original registration length, and payment is taken from your Payment Method at our then-current rates. So a one-year registration renews for one year, a two-year registration for two years, and so on. Automatic renewal may take place up to 15 days before the Expiry Date. If you want a different renewal term, you can renew manually to set a new default, or ask our support team to do it for you. It is your responsibility to keep your Payment Method current, including a card’s expiry date. If we cannot take payment and you do not respond to our notices, your domain registration will expire.

Manual renewal. If you have switched automatic renewal off, you may still renew at any time before the Expiry Date, by logging into your Client Area or by calling us. It is your responsibility to trigger the renewal in good time before the Expiry Date. We renew the domain with the Registry only after you have triggered the renewal. If you trigger it too close to, or after, the Expiry Date, we may be unable to complete the renewal with the Registry in time, and the domain may still be lost. To be safe, please trigger a manual renewal at least 2 days before the Expiry Date. If you do not renew before the Expiry Date, the domain will be cancelled and you will no longer have use of it.

Domain renewals are non-refundable. All renewals are subject to these terms as amended from time to time.

How we handle a renewal, and our responsibility. We take reasonable care to process renewals correctly and on time once they have been properly triggered and paid. Renewals also rely on third parties, including the Registry and payment providers, whose systems, deadlines and rules are outside our control.

If a domain is suspended, cancelled, deleted or lost because of an error, delay or omission on our part, after a renewal was triggered and paid with enough time before the Expiry Date for us to act, our responsibility is limited, as a default position, to one or more of the following, chosen by us acting reasonably:

(a) refunding the renewal fee you paid for the affected domain; (b) using reasonable endeavours to recover, restore or re-register the domain, where the Registry and its rules allow; and (c) where recovery is not possible, offering a comparable replacement domain of similar standing, where one is available.

We are not responsible for a domain lost because a manual renewal was triggered too late for us or the Registry to process before the Expiry Date. That is covered by your responsibility to renew in good time, set out above.

Some outcomes are final and outside our control. Once a domain has expired and been registered by another party, the Registry may be unable to reverse this, and we will not be able to return that specific domain to you.

Nothing in this section prevents us choosing, at our discretion, to do more than the above as a gesture of goodwill. Any such gesture is made without admission of liability and sets no precedent.

If you miss a renewal. If you fail to renew in time, we may, at our discretion, renew the expired domain on your behalf. If we do, you have a Renewal Grace Period (currently twelve days, though some ccTLDs have none) in which to reimburse us and keep the domain. If you do not reimburse us during that period, the domain is placed on hold and flagged for deletion, after which you may have up to a 30-day Redemption Period to redeem it, provided it is not subject to an expired-domain auction bid and you pay the applicable redemption fee. The redemption fee is set by the Registry and may change. If you do not redeem the domain before the end of the Redemption Period, we may, at our discretion, delete it or transfer it to another registrant on your behalf. During the Redemption Period the domain may be parked. Privacy or protected-registration services renew with the domain and carry their own fee unless cancelled in advance.

You agree that we are not responsible for domains cancelled because you failed to renew them in the timeframes set out in this agreement. Late renewal may attract additional charges.

6. Pricing and price changes

We may increase or decrease our domain and web-service pricing to reflect changes in our underlying costs or in registry fees.

The renewal invoice, which sets the price for the coming term, is created at least 15 days before the renewal date. This gives you at least 15 days’ notice of the fee payable. If you do not wish to renew at that fee, you can cancel the service or switch off automatic renewal before the renewal date. The renewal invoice and reminders show the fee payable for the coming term; they may not separately show any change from your previous fee.

7. Billing and refunds

In plain terms: we must follow the terms set by registries and third-party providers, but we will always try to give a full or partial refund where we can. In most cases, if you meet the conditions below, we will provide a refund. Where we have incurred third-party costs, we may recover those costs and provide a partial refund. If you are not satisfied within your first 30 days, we will provide a refund, less the period used, where possible.

New and auto-renewal hosting packages. Contact us within 7 days of your initial purchase for a full refund. Where a hosting service has clearly been activated and used, a refund may be less the equivalent of the first month’s fee.

Add-on products and packages. Contact us within 7 days of initial purchase for a partial refund, less the equivalent of the first month’s fee. Monthly add-ons can be cancelled at any time with 30 days’ notice. Security products with a remediation service, and SSL certificates, cannot be refunded once a cleanup request has been submitted or the certificate has been activated.

Domain registrations.

• New registration: 3 days (72 hours). Premium domains may not be cancelled after registration unless the Registry agrees to refund us.
• Auto-renewals and transfers: once initiated with the Registry, we cannot refund. It is your responsibility to make sure a domain is not set to auto-renew before the renewal, which may take place up to 15 days before the Expiry Date.
• Pre-registrations: TLD pre-registration application fees are non-refundable.
• Transfers: domain transfers cannot be cancelled or refunded once initiated, where the Registry requires a 12-month extension at the time of transfer.
• New registrations and renewals are subject to a 60-day hold on transferring out of Channel Island Hosting. This is a reflection of the different holds applied by the respective registries.

We notify customers of upcoming domain and hosting renewals in good time, so you can cancel or adjust your services.

We accept payment by credit card and PayPal. All services are charged in advance and, where relevant, on a subscription basis. We do not store your card details; card information for auto-renewals is held securely by our payment providers.

8. Cancelling a service

To cancel a service:

Log in to your CIH Client Area, go to the service, and cancel it there.
If you cannot cancel it there, create a support ticket (tickets go to your dedicated support consultant).
Email: [email protected]
Our Contact Us page

We will not accept a cancellation by phone. We always need an email from the registered address on your profile, or a support ticket through your secure Client Area. This protects your domain and hosting from hoax cancellations. Once a service is deleted, all its data is permanently deleted too, to comply with data protection standards. We reserve the right to retain data that ensures we comply with our own legal obligations and as set out in Data Protection Law.

9. Late or unpaid accounts

Accounts are billed from the date they were first activated. Non-payment will result in a service or domain registration being deactivated. If a renewal payment is unpaid for more than five days, the account will be suspended. If payment is still not received within 30 days after deactivation, the account will be terminated. For renewals, we send email reminders 30 days, 7 days and 3 days before the renewal date.

If an invoice is unpaid for more than 30 days, we may recover outstanding and administrative costs by reselling domains held on the account. We will always give a fair opportunity to settle first. We are keen to resolve overdue accounts fairly and are happy to work with you to do so.

10. Suspension and termination

We may suspend or end a service where:

• an account is unpaid, as set out above;
• there is a breach of the Acceptable Use Policy;
• we are required to by law, a court, a Registry or a competent authority; or
• it is necessary to protect our network, other customers, or a third party’s rights.

Where practical, we will tell you before we act and explain why. Where the law or an urgent security or legal risk requires immediate action, we may act first and tell you afterwards. A reasonable reinstatement fee may apply to restore a suspended service. Accounts suspended for content or AUP breach are not refunded.

11. Acceptable Use Policy

All our services may be used for lawful purposes only. Transmitting, storing or presenting any information or material that breaks any Bailiwick of Guernsey or UK law is prohibited. This includes, but is not limited to, copyrighted material, material we judge to be threatening or obscene, and material protected by trade secret or other law.

We comply with all lawful requests for access to an account where an AUP breach or breach of the law is believed to have taken place. You agree to indemnify and hold us and our employees harmless from any claims resulting from your use of the service that damages you or any other party. Our AUP is actively and strictly enforced. Offending content or users are usually suspended as soon as they are found, and, where lawful, we will tell you when and why we acted. Anyone found using our services for illegal activity will be reported to the responsible authorities.

If we believe a trademark or copyright is being infringed through a domain registration or website content, we may suspend the domain or hosting service until you provide suitable proof that there is no infringement.

Certain content is not allowed on our network, including material relating to hacking, cracking, warez and IRC. Software, audio and video downloads may be hosted only if you are the writer and copyright owner, or you have the right to distribute them.

We are the sole judge of what breaches this Policy.

12. Backups and data

You are responsible for keeping your own up-to-date backups of your websites, email and data. While we take reasonable technical and organisational measures to keep our systems secure, we recommend you keep independent copies of anything important. Subject to your statutory rights and to the Limitation of Liability section below, we are not liable for loss or corruption of data.

13. Third parties beyond our control

Some of our services are resold, and some equipment, routing, software and programming we use is not owned or written by us. Domains and services also depend on third parties, including registries, upstream providers and certificate authorities, whose rules, deadlines and availability are outside our control. Subject to the rights that cannot be excluded (see Limitation of Liability), we are not liable for the acts, failures or outages of these third parties.

14. Limitation of liability

Nothing in these terms limits or excludes our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation; or
• anything else that cannot lawfully be limited or excluded. If you are a Consumer, this includes your statutory rights under the Trading Standards (Fair Trading) (Guernsey) Ordinance 2023, such as the right to have a service carried out with reasonable skill and care.

Subject to the above:

• we are not liable for indirect or consequential loss, or for loss of profit, business, revenue, anticipated savings, goodwill, data, or the resale, market or investment value of a domain name;
• we are not liable for indirect or consequential loss arising from any period when our services or servers are unavailable, or from server failure or interruption, whatever the cause;
• we are not liable for any estimate of profit a client feels they would have made if their site or domain had been working;
• we are not liable for damage that was not reasonably foreseeable; and
• our total liability to you for all claims connected with the Services, whether in contract, in tort (including negligence), or otherwise, will not exceed the fees you paid us for the affected Service in the 12 months before the event giving rise to the claim.

This section applies to all customers. If you are a Consumer, it applies only so far as the law allows, and your statutory rights are not affected. You use our services at your own risk, and, except for the rights that cannot be excluded, we do not give any implied warranty of merchantability or fitness for a particular purpose.

15. Force majeure

We are not liable for any delay or failure to perform caused by events beyond our reasonable control, including registry outages, upstream network or power failures, cyber-attacks, fire, flood, industrial action, or the act of any government or authority. Where such an event happens, we will take reasonable steps to limit its effect and to resume normal service as soon as we can.

16. Chargebacks and fraud

If you raise a chargeback without first contacting us to resolve the issue, we may charge a reasonable administration fee of between 3% and 6% of the disputed amount, reflecting the fee charged to us by the payment provider (Stripe or PayPal), to cover our costs. Where we reasonably suspect fraud, we may suspend the affected service while we look into it.

17. Notices

We may send notices to the email address on your account, and a notice sent that way counts as validly given. It is your responsibility to keep your contact and payment details current. Please tell us promptly if they change.

18. Data protection

This section covers hosting services and data collected by our customers.

We act as a data processor on behalf of customers (“data controllers”) who subscribe to our email and website hosting. We process personal data only on your documented instructions and in line with the Data Protection (Bailiwick of Guernsey) Law, 2017 (“DPL 2017”).

We put in place appropriate technical and organisational measures to protect the security, confidentiality and integrity of the personal data we process for you, consistent with the DPL 2017. We use that data only to provide the hosting, email and related services you have asked for, and will not use or disclose it for any other purpose without your consent or unless the law requires it.

We may use subprocessors to help provide the services. They are bound by data protection obligations equivalent to ours. Where relevant, we will help you respond to requests from individuals exercising their rights under the DPL 2017, including access, correction, deletion and objection. We will notify you without undue delay if we become aware of a personal data breach affecting data we process for you. On termination, we will, at your choice, return or securely delete the personal data we hold for you, unless the law requires us to keep it. You may audit our compliance on reasonable notice, during business hours, subject to confidentiality and security.

19. Indemnity

As a data controller, you remain responsible for complying with data protection law and will indemnify us against claims arising from your instructions or your failure to comply with the law.

You agree to defend, indemnify and hold us, our agents, customers, officers and employees harmless from any demands, liabilities, losses, costs and claims, including reasonable legal fees, that arise from any service or product you provide, sell or distribute using our services, and from any injury to person or property caused by such products. We may intervene with any site hosted on our servers in our customers’ interests, including where material infringes, or is alleged to infringe, a third party’s rights. We are the sole judge of what breaches this Policy.

20. Changes to these terms

We may update these Policies, Guidelines and Disclaimers. For Consumers, we will not rely on a change that unfairly affects you without giving you reasonable notice and, where the change is to your disadvantage, the chance to cancel. The “last updated” date at the top shows the current version.

21. General

These terms are the entire agreement between us about the Services and replace any earlier understanding. If we do not enforce a term straight away, we can still enforce it later. We may transfer our rights and obligations under these terms, for example on a sale of the business; you may not transfer yours without our consent, which we will not unreasonably withhold.

22. Governing law, complaints and disputes

These terms and any dispute arising from them are governed by the law of the Bailiwick of Guernsey, and the courts of Guernsey have jurisdiction.

If something goes wrong, please contact us first so we can try to put it right. Our complaints procedure is set out in the Customer service and support section. If you are a Consumer and remain unhappy, you can contact Guernsey Trading Standards.