Terms of Service. (Revised March 2015)

Transcription

1 Terms of Service (Revised March 2015)

2 Table of Contents Introduction New Accounts & Fraud Screening Content & Fair Usage Client & Reseller Responsibility Customer Abuse - Zero Tolerance 14 Day Money Back Guarantee 3rd Party Scripts & Backups Invoice's & Cancellation's Charge-Back's & Late Payment's Multiple Client Accounts Tickets & Escalations Value Added Tax Modification Refusal of Service Policy Acceptance 1) Introduction LeapHost terms of service sets out the terms which you must abide by should you wish to have an active mode of service. 1a) any questions you should have regarding the terms of service set out should be put in writing by contacting LeapHost using the help desk provided. 2) New Accounts & Fraud Screening LeapHost aims to set-up all new accounts within 24 hours however during periods of high demand this may be slightly longer. Any freebies which are offered as part of your new account or active service with us shall only be free for the duration of your service.

3 2a) All new accounts and strictly all orders for dedicated servers are subject to extensive fraud prevention measures to ensure we only let legitimate non-abusive clients use our service as part of our fraud screening process you may be required to provide proof of identification and be available for account verification using the telephone number you provided during the sign-up stage. 3) Content & Fair Usage (Applies To Hosting, VPS, Virtual Dedicated Clients Only) All content which resides on your account must be lawful. examples of unacceptable content is stated as following: Image/File Hosting Scripts, Spam, Spamming/Hacking Activity, Proxy Scripts, IP Scanners, IP Harvesting, Sale Of Tobacco, Sale Of Counterfeit Goods, Online Pharmacies, Brute Force Programs, Forums which link warez content, Hack Forums, Bot Sites, MP3 Sites, Torrent(z) Sites, Incites violence or threatens violence, Child Pornography, Adult Pornography, Defamatory or violates a person's privacy, Creates a risk to a person s safety or health, Improperly exposes trade secrets or other confidential or proprietary information of another person. Is intended to assist others in defeating technical copyright protections, Clearly infringes on another person s trade, service mark, patent, or other property right, Promotes illegal drugs, violates export control laws, relates to illegal gambling, or illegal arms trafficking or is otherwise malicious, fraudulent, or may result in retaliation against LeapHost by offended viewers. 3a) Accounts that use a high amount of server resources (such as, but not limited to, CPU time, Memory usage, and Network resources) will be given an option of either paying extra or reducing the resource used to an acceptable level. As part of our fair usage policy we also limit all outgoing on our shared hosting service to 500 per hour this is more than adequate for most shared hosting accounts. 3b) LeapHost shall be the sole arbiter of what is considered to be unacceptable content or a high server usage level. If you at any time have doubts regarding any content or resources used please contact our help desk so we can answer any questions directly to save confusion. 4) Client & Reseller Responsibility Client(s) will be fully responsible for all content which they choose to reside on our server(s) this includes but not limited to keeping current up to date regular backups of their content also making sure they keep their scripts secure and up to date with the latest release and all current security patches, paying all invoices on time, following our terms of service and any other policy set out by LeapHost. 4a) Any client(s) who chooses to resell our hosting via reseller or master reseller hosting accounts will be required to enforce the terms of service set out by LeapHost upon the clients you choose to resell to at all times, Your terms of service must reflect the terms which are set out by us in our terms of service, Failure to enforce the terms of service set out by us to your clients/end users may result in account suspension.

4 5) Customer Abuse - Zero Tolerance Any client or prospective client deemed to be abusive, threatening or insulting either indirectly or directly towards any member of management, support staff, sales staff and any personnel engaged within the LeapHost brand will result in full service termination with or without notice. 6) 14 Day Money Back Guarantee If you feel we have not met your level of needs during your first 14 days with us, We will happily refund your money in full, Providing there is a full explanation as to why you are unhappy, Your account must be under 14 days old to qualify for our 14 day guarantee and a decision will be made based upon the information which you provide us. 6a) The following: Dedicated Servers, Dedicated Teams, Server Licenses, WHMCS Licenses, SSL Certificates, IP Addresses are all excluded from our 14 day money back guarantee. 7) 3rd Party Scripts & Backups Scripts such as PHPBB, Wordpress, Oscommerce, etc are all supported with our best efforts only, We encourage all clients to become active participants in their 3rd party add-on forums. 7a) We take full Daily, Weekly and Monthly remote off site back up's for all the domains which we host, Although we cannot stress the importance of our clients making their own regular backup's via the cpanel backup wizard. Any back up s taken by LeapHost are done on a courtesy basis and shouldn t be relied upon during a state of emergency. 8) Invoice's & Cancellation's Invoices are generated 7 days before the invoice/payment due date. All cancellations must be made 14 business days prior to your invoice due date, If your request for a cancellation is not made within this time frame, you will be liable for payment of the preceding month. 9) Charge-Back's & Late Payment's LeapHost does not entertain charge-backs, Any such unlawful, false, unnecessary charge-backs will result in you the client being permanently banned from having service with LeapHost in the future along with your outstanding invoice(s) forwarded to collections, You also accept responsibility for any fee's/cost's LeapHost might incur associated with fighting a charge back and/or referring your account to collections should we need to take this course of action. 9a) At any time should your account become overdue, You will receive an stating that your account is overdue and you may be liable for a late payment fee, This shall be sent to the address which is on your account with us. 9b) All accounts are at risk of termination if payment is not received within 7 days passed the payment due date.

5 10) Multiple Client Accounts Any client(s) using multiple client accounts or payment accounts to use any service(s) LeapHost reserves the right to merge the accounts together, this is to protect LeapHost from fraudulent client accounts. 11) Tickets & Escalations All tickets which are received via our help desk shall be answered in the order which they are received in, if at any time you bump your ticket which includes making several replies within your open ticket it will be automatically placed at the bottom of the queue pile to be answered and thus will cause a delay in response times. 11a) Ticket(s) which needs to be escalated to a higher department for either investigation or internal monitoring will require a much longer time to work on the ticket, during this time response times may be longer depending upon the issue raised. We also ask that you keep one issue/problem per support ticket opened; this allows us to offer a much higher level of support and ensures your tickets will be dealt with accordingly. 12) Value Added Tax (VAT) Consumers of the European Union are charged Value Added Tax at the standard rate within the main country of residence however consumers of the UK are fully exempted from this requirement. This requirement is governed by EU Law. 13) Modification LeapHost reserves the right to add, delete, or modify any provision of the terms of service policy at any time without notice. 14) Refusal of Service LeapHost reserves the right to refuse, suspend, or terminate any service at our sole discretion should we need to act upon refusal of service you will be told the exact reason why you was refused. 15) Policy Acceptance By having an active service or attempting to sign-up for any service with LeapHost puts you in full acceptance of our terms of service and any other policy set out.