Guarantees
30-Day Money Back Guarantee
Each of our hosting plans has a no risk 30-day money back guarantee. If you are not completely satisfied, for whatever reason, with our services within the first 30 days of your initial contract, you will be given a full refund of the contract amount excluding setup fees and overages.
Setup fees are refundable for the following reasons only:
- the account order is canceled before the account was activated
- the domain name selected was not available
This guarantee does not apply to domain registration/renewal or any additional services or features such overages, disk space, pop accounts, etc. and only includes hosting plans.
99.9% Uptime Guarantee
You rely on us to be available 24/7. If we're down, you deserve not to pay for it.
We rarely have issues that result in downtime, but on occasion, we'll have hardware or software issues that may cause a brief service interruption.
Service Credits (times are stated in downtime per calendar month):
- Less than 45 minutes (100% - 99.9% uptime) -- No credit
- 45 minutes to 3 hours 30 minutes (99.9% - 99.5% uptime) -- 5% credit of monthly fee
- 3 hours 30 minutes to 7 hours 15 minutes (99.5% - 99% uptime) -- 10% credit of monthly fee
- 7 hours 15 minutes to 14 hours 30 minutes (99% - 98% uptime) -- 15% credit of monthly fee
- 14 hours 30 minutes to 1.5 days (98% - 95% uptime) -- 25% credit of monthly fee
- Greater than 1.5 days (less than 95% uptime) -- 100% credit of monthly fee
Exclusions:
- Scheduled maintenance that is posted two hours before the service interruption
- Expired or inactive domain names
- Domain names that do not point to our DNS servers
- Third party DNS providers used for your domain name that make your site unavailable
- Network routing issues outside of our local network and upstream Internet connections
- Any mis-configuration of hardware/software outside of our data centers (i.e. your desktop PC, local firewall or network)
- Any loss or potential loss of business as the result of the downtime (credits are not based upon your web site's income)
- DDOS (Distributed Denial Of Service) attack that results in network unavailability
- Any late or overdue invoices exclude your account from this guarantee
- No violations of our Terms and Conditions and Acceptable Use Policy
Contact our billing department to request a service credit. Credits are issued to your account, and no cash refunds will be issued. Credits will be automatically applied to future invoices. Credit given is based upon the customer's monthly fee paid. Downtime is calculated via our internal monitoring tools. Requests for credits must be reported within seven days of the incident.