While you may consider printing a copy of this document for your records, please note that we reserve the right to change this document at any time, without prior notice. The current version will always be visible on our site.
New Customer Accounts or First-time Buyers
First of all – we’re delighted that you’re either considering us or have already selected us to fulfill your requirements. We’re certain that you’ll be delighted with the services we provide, and we look forward to working with you. If you have any questions about this policy or any other aspect of working with us, please give us a call on 020 3026 2626 or send an email to firstname.lastname@example.org and we’ll be delighted to answer them.
Due to the risks presented by fraudsters using stolen cards, we have elected to perform additional checks on your account before your service can be delivered. These will generally be performed within a couple of hours if your order is received during a working day, but no longer than one working day.
Unfortunately, this does mean that you will not receive automatic setup of any service – even if those services would ordinarily be automatically provisioned – upon your first order.
If there are any uncertainties about your identity we may request a copy of some government issued photo ID. In the event that we are unable to conclusively validate your identity we will unfortunately have to decline your order.
We apologise for any inconvenience this policy may cause, but as the industry tends to find that criminals with stolen cards send spam, launch attacks or otherwise cause service problems within minutes of getting an account, these fraud checks protect not only us but our existing customers from the effects of illegal activity. We’re proud of our record at keeping fraudsters off our network since this policy was implemented and it pays dividends for our customers in terms of service stability.
Once your account and order have been accepted, and your first order has been provisioned, any further orders will automatically be processed immediately where supported. Certain products will still require manual provisioning, but these are clearly noted in the product description.
LCHost undertakes to deliver services purchased and paid for without undue delay, excluding situations where there are external circumstances beyond our control affecting the delivery of service. A number of our services are automatically provisioned, and will be delivered immediately (with the exception of new customers as noted above).
Typical lead times for services that are not automatically provisioned, once payment has been received in full, are below:
- Webhosting – 1 to 24 hours
- Domain name registration – 24 to 48 hours
- “In Stock” Dedicated servers – 1 to 48 hours
- “Custom build” Dedicated servers – 3 to 14 days
- ADSL Broadband services – 5-7 working days
Please note that these are guidelines only. If you require a more specific timescale for your ordered service, or your service is not listed, please ask your designated account manager or sales representative.
In the case of delivered physical products, we will ship the items required as soon as they are available in stock. We will not usually take/bank full payment until your goods are ready to ship, but in some circumstances due to the nature of the goods we may need to take payment in advance. You will be advised by sales staff at such time when your order is placed.