# Terms of service

> These terms apply when you order or use any WharfCloud service, whether you buy for a business or as an individual. They are written to be read. If something is unclear, ask us before you order.

Source: https://wharfcloud.co.uk/legal/terms · Last updated 22 October 2026 · WharfCloud

## 1. Who we are

WharfCloud is a trading name of Sunucu Internet Services Consultancy Ltd, a company registered in England and Wales with company number 12963678 ("we", "us"). Our registered office is at Office 53, The Wenta Business Center, 1 Electric Avenue, Enfield, EN3 7XU, England (see our [Companies House record](https://find-and-update.company-information.service.gov.uk/company/12963678)). You can contact us at [support@wharfcloud.co.uk](mailto:support@wharfcloud.co.uk) or through a ticket in your panel.

## 2. Who these terms are for

Businesses and individuals can both buy from us. When you order, you tell us which you are. You are a **consumer** if you are an individual buying wholly or mainly for purposes outside your trade, business, craft or profession. Otherwise you are a **business customer**, and if you order for an organisation you confirm that you are authorised to accept these terms on its behalf.

Most of these terms apply to everyone. Where the rules differ, the section says so. If you are a consumer, nothing in these terms takes away your legal rights, including those under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Citizens Advice can tell you more about them.

These terms, the product description and price shown when you order, our [support policy](https://wharfcloud.co.uk/support-policy), our [acceptable use policy](https://wharfcloud.co.uk/legal/acceptable-use), our [cancellation and refunds page](https://wharfcloud.co.uk/legal/cancellation) and, for business customers, our [data processing agreement](https://wharfcloud.co.uk/legal/dpa) form the contract between us. If they conflict, a written quote we have signed takes priority, then these terms.

## 3. Orders and when the contract starts

- You order online from your panel and pay by card at the same time. We do not see or store full card numbers.
- Your order is an offer to buy. A member of our team reviews every first order, and the contract starts when we accept it, which we confirm by email. If we decline an order, for example for fraud prevention or capacity reasons, we refund you in full.
- Balance top ups for hourly GPU are accepted when the payment succeeds.
- We set up nothing until payment has cleared.

## 4. Prices and payment

- Prices are in pounds sterling. We are not VAT registered, so no VAT is added: the price you see is the price you pay.
- Monthly services are paid in advance each month. One-off services are paid in full when you order.
- Intro prices apply to the number of early customers stated on our website, while places remain.
- We may change prices for future billing periods by giving you at least 30 days' notice by email. You can cancel before the change takes effect.

## 5. Monthly services

Managed servers, Managed AWS and Private AI servers renew each month until you cancel. You can cancel at any time from your panel, by ticket or by email; the service then runs to the end of the month you have paid for and is not renewed. Apart from the consumer cancellation right in section 8, or where a refund is due because we have not provided the service as agreed, we do not refund part months.

For Managed AWS at list price, the usage element is calculated from your AWS charges for the previous month as shown on your AWS invoice, and billed with your next monthly payment.

## 6. One-off reviews, assessments and plans

The scope of each one-off service is as described on its page at the time you order. We agree a start date with you at kick-off. If you cancel before work has started, we refund you in full. Once work has started, we refund the price less the value of the work already done. Consumers also have the rights in section 8.

## 7. Prepaid balance and hourly GPU

- Prepaid balance is used only to pay for GPU usage, charged for each second the GPU runs, at the rate shown in your panel when you request the GPU, and taken from your balance about once a minute.
- Our team confirms GPU requests during support hours (Monday to Friday, 08:00 to 18:00 UK time). Charging starts only when your GPU is running. You can cancel a request before it starts, and a request we do not confirm within the time shown in your panel expires; nothing is charged for a cancelled or expired request.
- When your balance runs out, running GPUs stop automatically. Storage left behind is deleted after the period shown in your panel if the balance is not topped up; we email you first.
- We may limit the number of GPUs you run at once and your spending per day, and we check every account by hand before its first GPU.
- Consumers can cancel a top up within 14 days and get back the balance they have not used (section 8).
- When you close your account, we refund unused prepaid balance on request, unless the balance is subject to a fraud or abuse investigation. This applies to business customers and consumers.

## 8. Consumers: your right to cancel

If you are a consumer, you can cancel any order within 14 days without giving a reason. The 14 days start on the day after the contract starts (section 3). To cancel, tell us clearly by email, by ticket or with the model form on our [cancellation and refunds page](https://wharfcloud.co.uk/legal/cancellation), before the 14 days end. We refund you within 14 days of hearing from you, to the card you paid with, at no cost to you.

- We only start a service inside the 14 days if you ask us to when you order. If you then cancel, you pay for what we provided up to the time you told us, in proportion to the full price, and we refund the rest.
- For a one-off service, you lose the right to cancel once we have completed the work in full, because you asked us to start and acknowledged this when you ordered.
- For a balance top up, we refund the balance you have not used. GPU time used before you cancelled is charged at the rates shown.

## 9. Work in your own AWS account

For the AWS cost and security review and for Managed AWS, your AWS account remains yours and is governed by your own agreement with AWS. AWS bills you directly; we do not resell AWS. You decide which permissions to grant us, and you can remove them at any time.

## 10. Your responsibilities

- Keep your account details accurate and your login secure, including two-factor authentication where we offer it.
- Follow our [acceptable use policy](https://wharfcloud.co.uk/legal/acceptable-use).
- Make sure you have the right to put any data and software onto the services, including any licences your applications need.
- Tell us before making system-level changes to a managed server, so patching, monitoring and backups keep working.

## 11. What we do, and if something goes wrong

We provide the services with reasonable care and skill, as described when you ordered, and support them as set out in our [support policy](https://wharfcloud.co.uk/support-policy). We take backups of managed services as agreed with you at setup. Backups reduce risk but do not remove it, so keep your own copy of anything you cannot afford to lose.

If we do not provide a service with reasonable care and skill or as described, tell us and we will put it right at no cost to you. If you are a consumer and we cannot put it right within a reasonable time or without significant inconvenience to you, you can ask for a price reduction, which may be a full refund. These are your rights under the Consumer Rights Act 2015.

## 12. Your data

You own your data. Our [privacy notice](https://wharfcloud.co.uk/legal/privacy) explains how we handle personal data as a controller, for example your account details. If you are a business customer and we process personal data for you, we do so as your processor under our [data processing agreement](https://wharfcloud.co.uk/legal/dpa), which forms part of these terms. Whoever you are, we access what you store on the services only to provide and support them, on your instructions, or where the law requires it.

## 13. Suspension

We may suspend a service or put your account on hold if payment fails and is not resolved after we have contacted you, if the service is being used in breach of our acceptable use policy, or if suspension is needed to protect the service, other customers or the public from a security threat. While your account is on hold you can still sign in, see your services and invoices, pay what is due and contact support, but you cannot place new orders or start new resources. Where we can, we warn you first and lift the suspension as soon as the reason is resolved.

## 14. When a service ends

When a service ends, we keep your data for 14 days so you can ask for a copy or help moving it. After those 14 days we delete it, including backups. Tell us before the end date if you need longer. Invoices and order records are kept for six years because the law requires it; see our [privacy notice](https://wharfcloud.co.uk/legal/privacy).

## 15. Liability

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law.

### If you are a business customer

- We are not liable for loss of profit, revenue, business, goodwill or anticipated savings, or for indirect or consequential loss.
- Otherwise, our total liability to you in any 12 month period is limited to the amount you paid us in that period for the service concerned.

### If you are a consumer

- We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. Loss is foreseeable if it is obvious that it will happen or if we both knew it might happen when the contract was made. We are not responsible for loss that is not foreseeable.
- Nothing in these terms limits your rights under the Consumer Rights Act 2015, including the right to get back at least the price you paid where we are liable.
- If you use the services for a business purpose, we are not liable to you for loss of profit, business or business opportunity.

## 16. Changes to these terms

We may update these terms. For changes that affect you materially, we give at least 30 days' notice by email, and you can cancel before the change takes effect without paying anything extra. The date at the top shows the version in force; your order records the version you accepted.

## 17. Complaints, law and disputes

Please raise any complaint with us first at [support@wharfcloud.co.uk](mailto:support@wharfcloud.co.uk) so we can try to put it right. If we cannot settle it, we will tell you in writing and say whether we will use an alternative dispute resolution provider.

These terms are governed by the law of England and Wales. If you are a business customer, the courts of England and Wales have exclusive jurisdiction. If you are a consumer, you can bring proceedings in the courts of England and Wales, or in the courts of Scotland or Northern Ireland if you live there.

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WharfCloud is a trading name of Sunucu Internet Services Consultancy Ltd, registered in England and Wales, company number 12963678. Not VAT registered.
Support: engineers Monday to Friday, 08:00 to 18:00 UK time. Critical incidents: A person responds to critical incidents within 1 hour (Every day, 07:00 to 23:00 UK time). Automated monitoring and automated recovery overnight and at weekends.
Contact: hello@wharfcloud.co.uk · https://wharfcloud.co.uk/contact