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Key Information Guide for Consumers and SME Customers

A plain-English overview of buying and using F13 services

Last updated: 16 July 2026

This guide highlights important information about ordering and using services from F13 Limited. It is intended for Consumers, sole traders and small or medium-sized organisations.

Important: This guide is a summary, not the complete contract. Your contract is formed from your quotation or Order, the terms and service-specific documents identified in it, and the policies incorporated into those documents. Nothing in this guide or the full terms limits rights that cannot lawfully be excluded.

At a glance

Your service The exact service, features, start arrangements, term and any service limits are set out in the Order, quotation, service description or contract summary.
Price and VAT Consumer prices include VAT where chargeable unless clearly stated otherwise. Business prices normally exclude VAT unless stated otherwise.
Minimum term Any minimum commitment and what happens after it ends will be shown before you agree to the Order.
Renewal Recurring services may renew automatically where this is clearly stated. Domain renewals follow the separate Domain Renewal, Expiry and Cancellation Policy.
Cancellation Consumers normally have a 14-day cancellation right for distance service contracts, subject to legal exceptions and the immediate-performance rules explained below.
Support and complaints Support routes and response arrangements are stated in the service information. Formal complaints follow the Customer Service and Complaints Procedure.


1. Who F13 is

  • Company: F13 Limited, registered in England and Wales under company number 17045453.
  • Business and correspondence address: Unit 1, Whittington Moor Business Park, Sheffield Road, Chesterfield, S41 8LF.
  • Contact: Telephone +44 (0)114 361 0113 or email office@f13.co.uk.
  • Services: F13 provides services including domain registration and management, hosting, email, business connectivity, Wi-Fi and network consultancy, surveys, installation, managed services and support.


2. Which customer category applies?

  • Consumer: An individual acting wholly or mainly outside their trade, business, craft or profession.
  • SME Customer: A customer buying mainly for business or organisational purposes and employing or engaging fewer than 250 individuals. An SME remains a business customer and does not obtain Consumer rights merely because it is small.
  • Micro or Small Enterprise for communications regulation: For some Ofcom rules, a narrower category applies to organisations for which no more than 10 individuals work. F13 may ask for this information where it is relevant to a regulated communications service.
  • Why this matters: Some rights differ between Consumers and business customers. Customer status is decided by the facts and applicable law, not only by the option selected at checkout.


3. Before you place an Order

  1. Read the service description, quotation or Order carefully. It should identify what is included, important limitations, start or installation arrangements, price, payment timetable, minimum term and renewal or termination position.
  2. Check which customer terms and service-specific documents are incorporated. The Order has priority where it expressly varies a standard provision.
  3. Make sure contact, billing and domain registrant details are complete and accurate. Keep the primary email address monitored for important notices.
  4. Do not place an Order unless you are authorised to act for the named customer and, for a domain, for the intended registrant.
  5. Ask F13 before ordering if anything is unclear and retain the order confirmation and supporting documents.


4. How the contract is formed

A quotation is normally an invitation to place an Order. A contract is formed when F13 accepts the Order, issues an order confirmation, signs the relevant document, receives payment or begins providing the service at the customer’s express request, depending on the ordering process.

For online or telephone Consumer Orders, F13 will provide the required pre-contract information and confirm the contract on a durable medium, normally by email or through a downloadable customer-portal record.

Where an in-scope internet access or communications service is being supplied, F13 will provide any Contract Information and customer-specific Contract Summary required by Ofcom before final consent. That service-specific summary is separate from this guide.


5. Consumer cancellation rights

  • Normal cooling-off period: A Consumer entering a distance or off-premises service contract will normally have 14 days from the day after the contract is made to cancel without giving a reason.
  • How to cancel: Send a clear statement by email, letter or portal message before the cancellation period ends. The model cancellation form in the Consumer and SME Terms may also be used, but it is not compulsory.
  • Services started during the cancellation period: If the Consumer expressly asks F13 to start work immediately and later cancels before the service is complete, F13 may charge a proportionate amount for what has been supplied up to cancellation.
  • Completed services: Where the Consumer expressly requests immediate performance and acknowledges the legal effect, the cancellation right may end once the service has been fully performed.
  • Exceptions: Some personalised goods, urgent work, digital content and other categories may have different rules. The Order and Consumer and SME Terms explain any applicable exception.
  • SME Customers: The statutory Consumer cooling-off right does not normally apply to a business or organisational purchase, including an SME purchase.

Domain warning: A domain registration, renewal, transfer, restoration or registry change is normally submitted promptly and may become irreversible once accepted. A Consumer asking for immediate performance may still be responsible for unavoidable registry or supplier charges and for the proportionate service already supplied, as explained before submission.


6. Prices, payment and recurring services

  • Consumer prices include VAT where chargeable unless clearly stated otherwise. Business prices normally exclude VAT unless stated otherwise.
  • The Order states when payment is due and whether advance payment, a deposit, Direct Debit or a continuous payment authority is required.
  • Do not assume that cancelling a payment method cancels a service. Follow the applicable cancellation or termination process.
  • If a payment is missed, F13 may send reminders and may restrict or suspend an affected service after reasonable notice, subject to applicable law and the contract.
  • Renewal prices and other relevant charges should be disclosed in the Order, pricing page or service policy.


7. Important domain-name information

  • Registration is not guaranteed: A domain is not registered merely because an Order or payment has been accepted. Registration is complete only when the relevant registry or sponsoring registrar confirms it.
  • The registrant: The registrant is the person or organisation recorded as holding the domain. The customer must have authority to act for that registrant and must keep registration information accurate.
  • Registry terms: A domain is also subject to the rules and terms of the relevant registry and, where applicable, a sponsoring registrar. A .UK registrant also contracts directly with Nominet under Nominet’s .UK registration terms.
  • Renewal and Auto-Renew: The domain’s portal setting and the Renewal, Expiry and Cancellation Policy explain whether F13 will attempt Auto-Renew and when payment attempts and reminder notices are expected.
  • Standard F13 Auto-Renew timetable: The policy currently provides for a first payment attempt about 30 days before expiry, with retries about 14 and 7 days before expiry. Customers should disable Auto-Renew at least 35 days before expiry to avoid the normal first attempt.
  • Expiry consequences: An expired domain may stop resolving, which can interrupt websites, email, DNS and connected services. Recovery may not always be possible and additional registry or restoration charges may apply.
  • Transfers: A customer may normally request transfer to another registrar, subject to security checks, registry rules, payment of sums properly due and any temporary transfer restrictions that lawfully apply.
  • Cancellation: Disabling Auto-Renew prevents the normal renewal process but does not necessarily delete the domain immediately or refund an already completed renewal.


For .UK domains, read Nominet’s Terms and Conditions of Domain Name Registration as well as F13’s Domain Registration Terms.


8. Hosting, email, DNS, connectivity and managed services

  • Use F13 services only for lawful purposes and in accordance with the Acceptable Use and Abuse Policy.
  • Customers are responsible for their content, users, credentials, software and configurations except where the Order expressly places responsibility on F13.
  • Maintain appropriate independent backups unless the Order expressly includes a managed backup service.
  • Installation, survey and consultancy work may depend on accurate plans, access, power, cabling, permissions, safe working conditions and timely customer decisions.
  • Service levels and remedies apply only where expressly stated in the Order or service-level agreement.
  • F13 may take proportionate action to contain malware, phishing, spam, compromised systems, security threats or serious misuse.


9. If something goes wrong

  • Consumer rights: Services supplied to a Consumer must be performed with reasonable care and skill. Goods and digital content also carry statutory quality and remedy rights.
  • Report a fault: Use the support route stated in the Order or customer portal and provide enough information to diagnose the problem.
  • Formal complaint: Email complaints@f13.co.uk. F13 normally aims to acknowledge a formal complaint within two working days.
  • .UK registrar complaint: After completing F13’s process, an unresolved .UK registrar complaint may be escalated to Nominet where appropriate.
  • Data-protection complaint: Use the Privacy Notice or Complaints Procedure. The Information Commissioner’s Office also provides an independent route.
  • Regulated communications complaint: Where applicable, the service information will identify the approved alternative dispute-resolution route legally available to the customer.


10. Privacy and communications

F13 uses personal information to handle enquiries, create accounts, supply and support services, manage billing, register and administer domains, maintain security, prevent abuse and comply with legal and regulatory duties. Domain information may need to be shared with Nominet, other registries, sponsoring registrars and relevant service providers.

The Privacy Notice explains the purposes, lawful bases, recipients, retention periods, international-transfer safeguards and individual rights. The Cookie Policy explains website and portal storage technologies and how choices can be managed.

Service and renewal notices are different from optional marketing. Keep operational contact details current and do not opt out of essential service communications.


11. Checklist before ordering

  • I have selected the correct customer type and am authorised to place the Order.
  • I understand the service, what is and is not included, and any technical or usage limits.
  • I have checked the total price, VAT treatment, payment date and any recurring charges.
  • I know the minimum term, renewal arrangement and how to cancel or terminate.
  • For a domain, I have checked the intended registrant details, renewal method and expiry consequences.
  • If I am a Consumer asking for immediate performance, I understand the effect on cancellation rights and unavoidable third-party charges.
  • I have retained the Order confirmation, applicable terms and any service-specific contract summary.


12. Full documents and further information


Complete index: Legal, Regulatory & Policy Information.


Contact F13

F13 Limited
Unit 1, Whittington Moor Business Park
Sheffield Road
Chesterfield
S41 8LF

Telephone: +44 (0)114 361 0113
General enquiries: office@f13.co.uk
Complaints: complaints@f13.co.uk
Abuse reports: abuse@f13.co.uk