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Service Guarantees

Service Guarantees

30 Day Money Back Guarantee

We are so confident of the levels of customer satisfaction that we back it with a comprehensive 30 Day Money Back Guarantee.

Should you be unhappy with the service or support we provide at any time within the first 30 days of service then we will refund your full payment subject to the following conditions:-

  • The Money Back Guarantee only applies to Reseller and Shared Hosting accounts. It does not apply in the case of Dedicated Servers or Virtual Dedicated Servers.
  • Accounts cancelled or terminated in violation of our Hosting Terms will not qualify for this guarantee.
  • Setup fees are non-refundable.
  • Payments for add-ons, such as SQL Databases and Advanced Statistics are non-refundable
  • Refunds will be made in the same manner they were paid. If paid by a credit/debit card that has expired since payment then we will issue a cheque payment at our discretion.
  • Credit/Debit card refunds can take up to 10 days to appear in your account.
  • Please allow up to 14 days for cheque refunds.
  • In the event that we suspect that this guarantee is being abused to host a high bandwidth site, or sites, free for 30 days, we reserve the right to deduct reasonable charges for data transfer used, up to and including the full amount of refund.

Cancellation and refund request can only be accepted from the primary account holder and must be in writing.

99.5% Network Uptime Guarantee

In the event that we fail to provide 99.5% network uptime within any calendar month, the following guarantee failure payments apply.

  • <99.5% - 25% of monthly plan fee refunded/credited
  • <99.0% - 50% of monthly plan fee refunded/credited
  • <98.5% - 75% of monthly plan fee refunded/credited
  • <98.0% - 100% of monthly plan fee refunded/credited

Scheduled maintenance does NOT count as downtime for the puposes of this guarantee.

Claims and refund/credit request can only be accepted from the primary account holder and must be supported by documentary evidence of the downtime being claimed for and must be made within 30 days of the alleged downtime.

Lifetime Price Fix Promise

For all packages purchased, we promise not to increase the price of your package for the lifetime of your account with us, even if we increase package prices for new purchases. Any new packages you purchase will be charged at the current rates in force at the time and, again, guaranteed at that price for the lifetime of your account..

 
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