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Billing/Refund Policy
By using the services of Host/Atomic hosting you agree to the billing policy below as part of the Terms and Conditions Of Service. This billing policy may be changed at anytime without notice and it is the responsibility of the customer to view this policy periodically.
The Services purchased by the Customer will be in the form of a specific Windows or Linux Plan. Each Service Plan outlines the features, resources and storage that Host/Atomic will provide to the Customer for the stated Service Fee. Each Service Plan along with their features, resources, storage and Service Fee are defined at www.hostatomic.com/plans.php. Host/Atomic has the sole right to determine how the features, storage and resources under each Service Plan are interpreted and how they will be provided to the Customer. The Customer must clarify any questions about the Service Plan he or she wishes to purchase with Host/Atomic before registration. The Service Plan will be provided to the Customer in the form of a Service Account, which would allow the Customer to manage and use the features, resources and storage stated in the chosen Service Plan. All prices mentioned in the TCOS and at www.hostatomic.com are in Canadian Dollars (CAD).
1.0 Payment Methods
Host/Atomic offers the following payment options:
Never email credit card information to Host/Atomic. Host/Atomic staff will never ask for such information in any community forum or by email. Please report any activity that is contrary to this policy to Host/Atomic immediately so that we may take appropriate action.
2.0 Billing Terms
Host/Atomic offers a total of three (3) Billing Terms for hosting:
- Quarterly (every 3 months)
- Semi-annually (every 6 months)
- Annually ( every 12 months)
Some host plans may not offer all billing terms. Longer billing terms MAY have discounted rates (compare plans at www.hostatomic.com/plans.php. Some plans may require an annual billing term.
The Billing Cycle begins on the Plan Activation Date (the date you fill out the order form). Your billing term can be changed at anytime from within your host control panel. If you choose to change your billing term a NEW billing term will begin and the original dates will no longer be in effect. If there are any fees associated with your changes, the online billing system will notify you prior to your acceptance of the changes. Any refunds resulting from a plan change will appear on your account as a credit until paid services are charged and deducted. There are no refunds past the first 30 days of hosting service. All refunds, will remain on your account as a credit only.
3.0 Invoices
Host/Atomic maintains two accounting systems:
- Offline Accounting
Our offline accounting constitutes our official records and in the case of a discrepancy between our offline accounting and our online billing, the offline accounting records will be honoured. If an invoice is required for tax purposes please contact our office for an official offline accounting invoice.
- Online Billing
All of our host plans are managed with the H-sphere Control Panel - a 3rd party product - which maintains its own integrated accounting system. The major benefit of the H-sphere system is its power and ability to offer a very larger number of options. Unfortunately however some of these options may automatically incur fees in the online accounting system which we as a company do not endorse and are unable to remove. To offset this we manually adjust the online accounts to match our offline accounts whenever and wherever it is necessary. To this end the online billing system should be used as a guideline only. Official invoices should be requested from our offices whenever necessary.
4.0 Account Statements
Host/Atomic does not mail paper invoices or statements.
Invoices will be emailed to the email address found within the your host control panel in the "Billing Profile" section. If you change your email address be sure to change it in the control panel as well to ensure that you receive all of your invoices promptly. Host/Atomic can email or mail your invoices at anytime by request.
5.0 Pre-Paid Accounting
For all host plans Host/Atomic uses the automated H-sphere online billing system found within your web host control panel under the "Billing" menu. This billing system is based on a "pre-paid" account basis which means that all accounts are due on a prepaid basis. Host/Atomic customers are able to add funds to their accounts:
- Prior to adding services to your account which have an associated cost.
- Prior to your host plan renewal date.
- At anytime.
Payments made to your hosting account prior to a charge will appear as a credit (POSTIVE AMOUNT) until a service has been charged to your account.
All charges will be debited against the Customer's balance maintained by Host/Atomic. If the Customer's account debt exceeds $5.00 CAD he or she is required to clear his or her balance within 7 days by the chosen Payment Method (selected during registration) or via the PayPal method described above.
Failure of Customer to pay will lead to a Service Account suspension. The Customer's Service Account will only be resumed when the customer clears his or her balance and pays the Service Fee for the duration of the next Billing Period in addition to any outstanding charges.
If the Customer fails to pay their balance within 14 days after the Service Account suspension, Host/Atomic reserves the right to terminate the Customer's Service Account without further notice.
Once an account has been suspended there may be a reactivation fee of $19.95. Once an account has been suspended the Customer is strongly urged to pay as soon as possible or contact Host/Atomic to make payment arrangements. Once an account is deleted, all web files, database data and email data will become lost and unrecoverable.
6.0 Host Plan Renewals
The renewal date shown within your host control panel is found by going to the "Billing" menu, and clicking on the "Billing Statements" link. From there you can view your account renewal date, statements, credits, or any outstanding balance owing.
It is the customer's responsibility to:
- Maintain accurate and up-to-date "Billing Profile" and "Contact Info" within the host control panel. Our online billing system will email the email address found within the Billing Profile. If your email address has changed, please be sure to update this within your host control panel to avoid website downtime should you not receive your billing statements via email.
- Add funds to their accounts prior to, or on the renewal date.
- Keep your control panel login username and password secure. If you give this information to anyone, including your web developer/designer, and they make changes that charge your account, you are responsible to pay for the changes.
Hosting accounts are due prior to, or on the renewal date for renewals. When your renewal date arrives, online billing will automatically email you a bill for the amount that has been accrued for your hosting account and has become due. If your account has a credit then the online billing will deduct the amount charged from the credit on your account. In such cases, the amount in your emailed bill will show as a credit.
If you have not prepaid your account prior to the renewal date, then the amount showing will be an amount that has become due.
Past due host plan renewals are given a 7 day grace period. Past 7 days an overdue fee of $5.00 may be charged to your account.
7.0 Billing Notifications
All billing notices and billing statements will be emailed to address listed under your billing profile (see "Billing Profile" under the "Billing" section in your control panel). It is the responsibility of the Customer to ensure that their email address is valid and current. Host/Atomic will not be responsible if the Customer fails to receive any email Host/Atomic has attempted to send.
8.0 Additional Items
There may be additional charges according to our additional items price list at www.hostatomic.com/plans.php?mode=add. If any additional resources, features or storage are purchased or used by the Customer under the chosen Service Plan (which were not otherwise included for free) the online billing will charge the customer and email a billing statement to the customer. Billing statements can be viewed at any time by the Customer from within their host control panel under the "Billing Section". The Billing Period will renew itself automatically on termination unless the Customers chooses to cancel his or her Service Account (according to the Cancellation Procedure below).
If a Customer exceeds the feature, storage or resources limits defined by his or her chosen Service Plan, he or she will be charged for the extra usage according to the Overage rates outlined at www.hostatomic.com/plans.php?mode=add. Customer may also purchase PREBUY additional features, storage and resources and save money. If Customer uses/purchases more than 200% of the resources allocated in the chosen Hosting Plan, Host/Atomic reserves the right to terminate the Customer's Service Account with a 5-day prior notification. All overage rates are prorated. The overage fees charged will be for the remaining portion of the Customer's current Billing Period.
Some additional resources have two prices:
- Pre-Buy Price
The price you pay for a resource when you purchase it BEFORE you exceed your plan limit.
- Overage or Over-Limit Price
The price you pay for a resource when you purchase it AFTER you exceed your plan limit. This can be up to twice the original cost.
In order to help you avoid paying (at a much higher rate) for additional resources - such as bandwidth and disk space - after you have used them our system will email you warnings as you approach your resource limits. This allows you a chance to prebuy resources and save money.
9.0 Refunds
Please be aware that there are no pro-rated refunds past the initial 30 days of service on any Host/Atomic service.
Cancellation requests must be received by Host/Atomic a minimum of fifteen (15) days prior to the renewal date. Cancellations submitted later than this time may result in automatic renewal of your hosting plan. Once renewed there are NO REFUNDS.
When an account is cancelled all emails, website files on the server and all other Host/Atomic host settings will be deleted and NO BACKUPS WILL BE MADE for later retrieval. Host/Atomic will confirm the cancellation request once it has been processed.
Cancellation of services does not relieve the customer from paying any outstanding balance owed on their account. If outstanding balances are not paid within 10 days of canceling a service Host/Atomic has the right to send such to collections. Host/Atomic reserves the right to cancel any account, at any time, without notice, for any reason considered appropriate by Host/Atomic.
10.0 *30 Day Money Back Guarantee
Each of Host/Atomic's web hosting plans carry a *30-day money back guarantee. If you are not completely satisfied with our hosting services within the first 30 days of service you will be given a full refund of the monthly service fees paid excluding any setup fees, domain registration or transfer fees, charges for excess bandwidth or other charges related to setup or utilization of the service. There are no refunds on MS SQL monthly fees, Miva Merchant software licenses paid and Miva Merchant monthly lease fees, and setup fees.
*This guarantee does not apply to renewals.
11.0 Domain Nameservers
The Customer agrees to the following regarding nameservers. In the event that a Customer has relocated their website to another hosting company without notifying Host/Atomic, their account will continue to be automatically renewed and the Customer will be invoiced accordingly. Once a renewal has been processed it is not refundable. Host/Atomic is not responsible for tracking domain nameserver information and will not consider an account closed until it has been cancelled by the Customer as per our Cancellation policy.
12.0 Credit Card Disputes & Charge Backs
Host/Atomic has a zero tolerance policy for charge backs. If you feel Host/Atomic has over charged you please contact our sales desk immediately and we will investigate the issue. If we are at fault, we will remedy the situation in an expedient and friendly manner. Please give us a chance to remedy a billing issue you may be having before issuing a charge back with your credit card company.
Any customer who disputes a credit card payment may be subject to immediate account termination at Host/Atomic's discretion. All website files, emails etc. will be immediately deleted from our server network WITHOUT notice.
As per our Terms and Conditions of Service, Host/Atomic reserves the right to change the fee charged for any Host/Atomic services upon 15 days advance notice to you via email to the email address you have listed under the Contact Info section within your host control panel. The fee change will become effective at your next renewal.
13.0 Cancellation Procedure
Host plans will automatically renew until a plan is cancelled. The following terms apply to canceling a host account with Host/Atomic.com:
All customers MUST use our cancellation process below or the cancellation will NOT be performed. Informing us by phone that you will be canceling is NOT a formal cancellation and your account will be renewed until such time as you follow the cancellation procedure.
We require a cancellation notice for all host plans 15 days prior to the account renewal date.
As per our Terms and Conditions of Service agreement, which you agreed to on account signup, once the renewal date is reached the host account will be renewed automatically. Once renewed there are no refunds, regardless of the billing term paid for.
There are no pro-rated refunds after the first 30 days of service.
Once Host/Atomic confirms the notice of cancellation with the account holder all files and emails associated with the host account will be IMMEDIATELY deleted. For this reason please backup all data BEFORE contacting us with a cancellation notice.
If your account is overdue and you wish to cancel hosting, you must first pay the overdue fee or Host/Atomic will continue to charge your account until such time as the account has been paid, at which time we will delete your hosting account from our network.
Host/Atomic does not monitor, and will not automatically cancel, plans for problems related to domain name transfers, your ISP, non-usage, or any other issues not directly related to our services.
Host/Atomic does not track domain nameserver information. If you switch to another host provider - change nameservers - and DO NOT inform us, we will continue hosting any website files you left and continue to renew your host account until you cancel your account. Any renewals we have processed, regardless of the term, are NOT refundable.
When canceling a plan you must follow these steps:
- Backup ALL files and Emails
- Email us at support@hostatomic.com and include the following information:
- Company Name
- Contact First and Last Name
- Mailing Address
- City
- Province/State
- Postal Code
- Phone Number
- Account Username
- Account Password
- Domain Name
ALL of the above MUST be identical to the contact information found within the account's control panel or we will ignore and reject the request for cancellation.
- Wait for confirmation email. Your account WILL NOT be cancelled UNTIL you receive and reply to the confirmation email from Host/Atomic.
- Reply to the confirmation email that Host/Atomic emails the account holder. Your account will then be deemed as cancelled and Host/Atomic will immediately, or shortly thereafter, delete the account and all files and emails from our service.
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