Terms & Conditions

Last updated: 2 November 2024

General use

• You agree to use the service in a manner consistent with all applicable laws. Where an account is not used in accordance with applicable local, state or federal law, we reserve the right to cooperate with law enforcement agencies.
• You agree to follow the Acceptable Use Policy of any network you connect to, including ours.
• Neither we nor our information providers are responsible for any damages arising from your use of, or inability to use, our service.
• You agree that any material submitted for publication through your account does not violate or infringe any copyright, trademark, patent, statutory, common law or proprietary right of others, and does not contain anything obscene or libellous.
• Violations of netiquette are grounds for immediate suspension of service pending investigation, and will result in termination of any account found to have originated or transmitted such traffic.

Abuse of staff or support personnel

We take pride in providing excellent service and treat every customer with respect and courtesy. We expect the same in return. If our staff determine that you are consistently engaging in abusive conduct toward them, your account may be suspended and you may be asked to take your business elsewhere. Where we terminate service for abusive conduct, we will give five (5) days' notice and refund only the unused portion of pre-paid service.

Abusive conduct includes, but is not limited to: repeatedly addressing our staff in a demeaning or rude manner; using profanity in any communication with our staff, by any medium; yelling or shouting at our staff; deliberately using all capital letters in written communication; insulting staff on the basis of personal characteristics such as race, ethnicity, national origin, sex, sexual orientation, religion or economic status; or deliberately providing false information to harass our staff or waste their time.

Resource usage

Every service has its own allocated resources. If usage exceeds the allocated limit for more than 48 hours, we will notify you twice every 24 hours through the available channels asking you to upgrade. If the resources are not upgraded, the account will be suspended.

Suspended accounts

Suspended reseller, master reseller, alpha reseller and shared hosting accounts are terminated within 14 days of suspension, and no backups will be available after that point. For dedicated servers and VPS, the server is terminated seven days after suspension, and no server data will be provided.

Data risk

We take care of every user's data with appropriate hardware and software. However, no provider can guarantee that a physical device — a disk, RAID controller or board — will not fail without warning. We maintain backups across multiple locations according to your plan. For plans and VPS services without a backup option, we are not responsible for data loss, and even with managed services we cannot guarantee recovery of your most recent data.

Payment terms

• You agree to pay all charges relating to your account according to the rates stated on your sales order at the time of purchase.
• You are responsible for charges at the time the service is used, and we may charge the amount due to the payment method on file at any time.
• We reserve the right to suspend access where there is an indication of credit problems, including delinquent payments or rejected card charges.
• Charges continue regardless of your use, unless and until you notify us via the help desk that you wish to cancel at the end of your contract period.
• We charge a payment gateway fee for PayPal and Razorpay, applicable since 1 January 2020. No fee is charged for UPI or bank transfer, but please ensure the invoice is marked as paid by our team.

Non-payment — shared, reseller, master and alpha reseller

Payments are due in full on the monthly or yearly anniversary date. Failure to pay on the anniversary date may result in suspension. Failure to pay within seven (7) consecutive days including the anniversary date may result in termination of access, with services reclaimed at extra cost. All customer data remaining after fourteen (14) days of non-payment will be terminated, including backups, which cannot be restored or retrieved.

Non-payment — dedicated servers and VPS

Payments are due in full on the monthly anniversary date. If full payment is not received within [EDIT ME] consecutive days including the anniversary date, public access to your services may be suspended. Failure to pay within five (5) consecutive days of that point will result in termination of access, and server data, backups and related items cannot be reclaimed — including where payment was arranged manually.

Orders placed manually by our staff on request must be paid by the agreed date. If payment is not made, we are not responsible for suspension or termination, and no backup will be available following termination.

Public feedback

If you have a problem with our service, we ask that you raise it with our Suggestions & Complaints department first so we have the opportunity to put it right. In our experience most issues are resolved quickly once we know about them.

You are of course free to post public feedback at any time. Please note that where you discuss your account or your experience publicly, the confidentiality provisions in our privacy policy and any non-disclosure arrangements no longer apply to the information you have chosen to make public.

Refunds

We offer a 30-day money-back guarantee on hosting service fees, excluding payment gateway fees. If you cancel your account within thirty (30) days of the day we send your welcome email or the day you place your order, whichever comes first, we will refund your money — provided you have not previously obtained a refund under the 30-Day Guarantee. If you have, your account will be cancelled but no money will be refunded.

Changes to your service — adding services, removing services, or changing your hosting plan type — do not create a new 30-Day Guarantee period. The guarantee applies to your first order of web hosting services from us.

Our refund policy does not apply to domain registration, domain parking, dedicated IPs, licences, discounted products, migration fees, management fees or special services.

Approved refunds are cleared within a period of 10 days, though this may extend depending on the payment gateway.

We require a valid reason for a refund request — for example, that the service is not performing or you have encountered an unresolved issue. Refunds are not provided where the service has been used with high-limit activity such as sending bulk email or extensive uploading and downloading.

After the first 30 days you may still cancel your account and receive a refund for the unused portion of your contract under our Any-Time Money Back Guarantee.

Account cancellations

You can cancel your services at any time using the cancellation button in your client area. This opens a ticket so we can discuss the issue with you and process the cancellation. Once cancellation is processed, service backups are no longer available.

Agreement

• We may modify these terms upon notice published on our website. Your continued use of our services after such notice constitutes acceptance of the modifications. We will notify you by email when our privacy policy or terms of use change.
• This agreement, your account, contract and billing will automatically renew unless cancelled in writing prior to the renewal date.

Contact

Questions about these terms? Reach us via our contact page or on WhatsApp at +1 329 999 5554.