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Acceptable Use Policy

Effective date: 22 August 2026
Provider: Raleway Hosting, a trading style of Ffon Solutions Limited
Company number: 14646146
Registered office: 82a James Carter Road, Mildenhall, Bury St Edmunds, England, IP28 7DE

1. Purpose

This Acceptable Use Policy governs the use of hosting, email, network and related services provided by Raleway Hosting (“Raleway”, “we”, “us” or “our”).

By using our services, you agree to comply with this Policy, our applicable service terms and all applicable laws and regulations.

Our services are intended primarily for legitimate websites and online services. They must not be used in a manner that damages our systems, network, reputation, other customers or third parties.

The examples in this Policy are illustrative and are not exhaustive. We may prohibit conduct that, in our reasonable opinion, creates a legal, security, operational or reputational risk.

2. Permitted Use

Subject to this Policy, customers may use our services to host lawful business, informational, personal and application-based websites and online services.

Customers must:

  • provide accurate and current account and contact information;
  • use the services only for lawful purposes;
  • maintain appropriate security controls;
  • keep software, content-management systems, plugins, libraries and operating systems reasonably up to date;
  • use strong passwords and, where available, multi-factor authentication;
  • promptly address vulnerabilities, compromise, malware and abuse; and
  • ensure that their use does not adversely affect our network, systems or other customers.

3. Managed Hosting

Where a customer has purchased managed hosting, Raleway may provide maintenance and update services for supported WordPress installations.

As part of the managed hosting service, Raleway will regularly update, where reasonably practicable:

  • WordPress core files;
  • WordPress plugins; and
  • WordPress themes.

Updates may be subject to compatibility, security, licensing, technical and operational considerations. Raleway may defer, exclude or roll back an update where it reasonably considers that applying it could cause incompatibility, instability, data loss or other disruption.

Managed hosting does not guarantee that a website will be secure, error-free, compatible, malware-free or continuously available. Customers remain responsible for their website’s content, configuration, functionality, lawful operation and independent backups.

4. Prohibited Content and Activities

You must not use our services to host, transmit, distribute, store or facilitate:

4.1 Illegal or unlawful material

Any content, activity or service that is unlawful under applicable law is prohibited, including fraud, theft, money laundering, terrorism, exploitation, harassment, threats, stalking, intellectual-property infringement and privacy violations.

We may take protective action where we reasonably believe that unlawful activity, serious abuse or an imminent risk is involved.

4.2 Hate, violent or harmful content

You must not host or distribute content that:

  • promotes or incites violence or serious criminal conduct;
  • encourages terrorism or extremist violence;
  • promotes hatred or hostility against persons or groups;
  • constitutes a credible threat;
  • encourages self-harm or harm to others; or
  • is intended to intimidate, harass or endanger others.

4.3 Pornographic or sexually abusive material

You must not host, distribute or transmit pornographic or sexually explicit material through our services.

Material involving the sexual exploitation or abuse of children is strictly prohibited and may be reported to the relevant authorities without notice.

4.4 Malware and malicious code

You must not:

  • host, distribute or operate malware, viruses, ransomware, spyware, trojans, worms, rootkits or other malicious code;
  • create, control or operate botnets;
  • distribute tools or instructions primarily intended to compromise systems or facilitate cyber-attacks;
  • send malware, viruses or malicious links through our email service;
  • knowingly host a compromised website without promptly containing and remediating it; or
  • conduct security testing without prior written authorisation from the relevant system owner and, where required, Raleway.

4.5 Network and resource abuse

You must not:

  • conduct denial-of-service or traffic-amplification attacks;
  • use cryptocurrency mining or substantially similar resource-intensive activity without written authorisation;
  • make excessive automated requests or conduct excessive scraping or crawling;
  • conduct port scanning, vulnerability scanning or penetration testing without permission;
  • operate open proxies, open relays or misconfigured mail servers;
  • circumvent resource limits, traffic controls or security measures; or
  • attack, probe, disrupt or obtain unauthorised access to third-party systems.

4.6 File hosting and prohibited storage

Our services are not intended to operate as general-purpose file-hosting, file-synchronisation or personal cloud-storage platforms.

You must not use the services primarily for:

  • file hosting or file synchronisation;
  • file-locker or cyberlocker services;
  • backup storage;
  • personal media storage, including photographs, films or music;
  • content-delivery networks or video-streaming services; or
  • substantially similar storage services.

This restriction applies whether files are publicly accessible, privately shared or accessed through an application.

5. Spam and Bulk Email

Users must comply with all applicable laws and regulations concerning bulk and commercial email, including, where applicable, the US CAN-SPAM Act of 2003 and UK data-protection and electronic-marketing laws.

You must not send mass unsolicited email or email sent without the required consent or lawful basis. Users sending mass mailings must maintain complete and accurate records of all consents and opt-ins and provide them to Raleway upon request.

If positive and verifiable evidence of consent cannot be provided, Raleway may treat the mailing as unsolicited.

Mailing lists must:

  • use an appropriate opt-in process;
  • maintain accurate consent and suppression records;
  • provide an automatic and permanent unsubscribe mechanism;
  • honour opt-out requests promptly; and
  • identify the sender accurately.

Prohibited activities include:

  • using our network to receive replies to unsolicited mass email;
  • forging email headers or sender information;
  • spoofing or impersonation;
  • spam sent through third-party proxies or proxy-mailing software;
  • operating an unauthenticated mail relay;
  • hosting webpages advertised by spam, or services supporting spam;
  • sending unsolicited bulk messages through blogs, IRC, chat rooms, guestbooks, Usenet, pop-ups, instant messaging or SMS;
  • assisting another person to conduct prohibited activities; and
  • evading spam filters, reputation systems or blocklists.

Outgoing email on cPanel servers is limited to 500 emails per hour per cPanel account, including mailing lists and PHP mail.

If our domains or IP address ranges are placed on blocklists or other filtering systems as a result of your actions, the relevant service may be suspended and may be terminated following investigation.

6. Fair Use and Resource Limits

“Unlimited” and “unmetered” services remain subject to hardware, software, platform and fair-use limitations.

Our hosting plans are intended for content relevant to a hosted website. You must not use them for backup storage, file lockers, personal media storage or general-purpose file hosting.

If your usage is unrealistic, unreasonable or disproportionate for the relevant platform, we may require you to reduce usage or move to a more suitable service.

If usage creates a risk to the integrity, security or stability of the platform, we may suspend the relevant service to prevent disruption.

7. Web Hosting

7.1 Account resources

cPanel accounts are isolated using CloudLinux and are subject to maximum resource limits. These resources are not dedicated exclusively to the customer.

Resource limits are intended to reduce the effect of attacks, abusive behaviour and excessive consumption on other customers.

If you repeatedly reach resource limits, we may recommend upgrading or moving to a VPS, dedicated server or other suitable environment.

We may modify resource limits and take action against accounts that negatively affect server performance.

7.2 Network ports

Certain network ports may be blocked to protect our systems and network. Additional ports may be blocked or unblocked without notice.

7.3 DDoS attacks

Customers targeted by frequent or disruptive attacks may have action taken against their service or account.

If attacks directed at a customer’s services persistently affect other customers, our network or service performance, we may require the customer to take preventative steps or relocate to another provider.

8. Service Availability and SLA

Our service-level agreement provides for 100% network uptime. This does not guarantee that an individual website, application, hosted service, domain or email service will be available continuously.

A Service Outage means an outage or technical failure affecting the host server or relevant data-centre infrastructure.

A Service Outage does not include:

  • an issue affecting only a customer’s website, application, software or configuration;
  • customer content, domain, DNS or account issues;
  • third-party services or networks;
  • planned maintenance;
  • acts of God or events outside our reasonable control;
  • malicious use of the services;
  • a breach of this Policy or other applicable terms;
  • customer-caused interruptions; or
  • interruptions affecting only a particular hosted service rather than the host server or data-centre infrastructure.

Where we determine that a qualifying Service Outage has occurred, we may provide an account credit calculated by reference to the affected hosting service. Credits are limited to a maximum of one month’s hosting charges for that service.

Service credits are the customer’s sole remedy for a qualifying Service Outage. We will not provide compensation for loss of profits, revenue, data, business, goodwill or other indirect or consequential loss, to the fullest extent permitted by law.

9. Backups

Our cPanel servers run daily backups retained for 30 days.

Backups are provided only as a best-effort emergency fail-safe. We do not guarantee that any backup will be available, complete, current, accessible or capable of restoration.

Customers remain responsible for maintaining reliable, independent backups of their websites, databases, email, files and other data.

We may delete impermissible, excessive or unreasonable data without notice, including:

  • locally stored cPanel or other backups;
  • Softaculous backups and temporary files;
  • CMS backups, temporary files and logs; and
  • large error logs.

10. Security

Customers are responsible for securing services hosted through their accounts. Customers should:

  • install security updates promptly;
  • remove unsupported or unused software;
  • restrict administrative access;
  • use suitable firewall and access controls;
  • protect credentials and encryption keys;
  • maintain independent backups;
  • monitor for compromise and unusual activity; and
  • notify Raleway promptly of suspected compromise or misuse.

Failure to secure a hosted service may breach this Policy where it causes abuse, compromise, harm or risk to our systems or third parties.

11. Indemnity and Hold Harmless

You agree to indemnify, defend and hold harmless Raleway Hosting, Ffon Solutions Limited and their respective directors, officers, employees, contractors, agents, affiliates and service providers from and against all claims, proceedings, losses, liabilities, damages, penalties, costs and expenses, including reasonable legal costs, arising out of or relating to:

  • your use or misuse of our services;
  • your content, websites, applications, email or hosted services;
  • your breach of this Policy, our Terms of Service or applicable law;
  • any infringement or alleged infringement of a third party’s rights; or
  • any act or omission by you or any person using your account or services with your permission.

This indemnity applies to claims brought by customers, users, recipients, visitors, regulators and other third parties.

Raleway will provide reasonably prompt notice of any claim for which it seeks indemnification and may require your reasonable cooperation. You must not settle or admit liability in a manner that imposes an obligation on, or admits wrongdoing by, Raleway without Raleway’s prior written consent.

This section does not require indemnification to the extent a claim results from Raleway’s negligence, fraud, wilful misconduct or breach of its legal obligations. Nothing in this section excludes or limits liability that cannot lawfully be excluded or limited.

12. Monitoring and Investigation

We may monitor technical information reasonably necessary to operate, secure and protect our services, investigate suspected abuse, respond to complaints and comply with legal obligations.

We may investigate suspected breaches and request information or action from you. You must cooperate reasonably with such requests.

We will handle personal data in accordance with applicable data-protection law, including the UK GDPR and Data Protection Act 2018.

13. Complaints and Abuse Reports

Reports of suspected abuse should be sent to the abuse or support contact specified in the applicable service documentation or customer portal.

Reports should include, where available:

  • the affected domain, IP address, account or service;
  • a description of the suspected activity;
  • relevant dates and times;
  • copies of disputed messages or headers;
  • links or technical evidence; and
  • the reporter’s contact details.

We may disclose information to law-enforcement agencies, regulators, courts, service providers or other appropriate parties where reasonably necessary or legally required.

14. Enforcement

Where we reasonably believe that this Policy has been breached, or that a service presents a legal, security, operational or reputational risk, we may:

  • request corrective action;
  • restrict or suspend a website, service, account or email capability;
  • block traffic, messages, domains, addresses or technical activity;
  • remove or disable access to content;
  • require malware removal or security remediation;
  • terminate affected services or the customer relationship; and
  • preserve or disclose relevant information where permitted or required by law.

We may act immediately and without prior notice where necessary to protect our network, customers, third parties or legal position, or to address suspected criminal, malicious or urgent harmful activity.

Where reasonably practicable, we will notify the customer of the action taken and any required steps for reinstatement. Restoration is subject to our assessment that the relevant issue has been adequately resolved.

15. Customer Responsibility

You are responsible for activity conducted through your account, credentials, websites, applications, integrations and hosted services, whether or not you personally initiated the activity.

If you permit another person to access or use your services, you remain responsible for that person’s compliance with this Policy.

You must notify us promptly if you suspect unauthorised access, compromise or misuse.

16. Changes to this Policy

We may update this Policy to reflect changes in our services, technology, security practices or legal obligations. The current version will apply from its stated effective date.

17. Governing Law

This Policy and any dispute or claim arising from it are governed by the law of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction, subject to any mandatory rights or jurisdiction applicable to a consumer.