Establishment of this service is dependent upon receipt by Hosting Cloud of payment of stated charges. If an account is not paid in full then Hosting Cloud reserves the right to suspend your account (without notice) until all payments have been received.
All services are automatically invoiced for renewal prior to the start of the new billing period (much like your phone service), unless you specify that you would like to cancel the service before the next invoice is generated. (see Cancellation Policy below).
Invoices are generated and payable on initial order. Invoices for recurring payments are generated as follows;
- Monthly – 7 days before due date
- Annual – 14 days before due date
- Triennial – 21 days before due date
- Domain Registrations – 30 days before due date
If you wish to cancel a service, you must do so before an invoice is generated, otherwise it is payable.
A cancellation request will not be processed for any service which has been suspended due to outstanding payments. We reserve the right to recover all outstanding debts before your service is cancelled.
The minimum you are required to pay for hosting is the regular monthly rate for your chosen plan. Should you wish to cancel your hosting account with an Annual or Triennial billing cycle and request a refund for unused months, we will refund the pro-rata amount for any unused whole months only at your request. Regular monthly rate refers to the non discounted rate.
Refund will be equal to to following formula: (amount paid) – (used billing cycles x regular monthly rate) = (refund amount)
A request for a refund of an amount after 60 days of initial transaction, will attract the removal of our merchant fees before being refunded. Refunds of payments older than 60 days are at our discretion and may be refused.
Refunds do not apply to domain name registrations or renewals, SSL certificates, consultations or accounts in breach of our terms of service & acceptable usage policy.
Suspended or terminated accounts are not eligible for a refund.
Credit card or Paypal chargebacks attract a $50 fee which is split up between an Administration fee of $25 and a Chargeback fee of $25. We are happy to work with you to resolve any billing issues, so we request you contact us before initiating a chargeback with your bank. Unwarranted chargeback fees will be forwarded to a collections agency.
Credit Card Removal Policy
Credit card details provided by an authorised representative of the client may be removed from an account, should the card holder call requesting removal. Disputes relating to the use of the credit card are between the card holder and the representative in possession of the credit card details.
Pricing and Adjustments
Discounts may not be made automatically. If you believe you are eligible for a price deduction for your services, a requests must be made in writing via our support area explaining your request. The request received must be before an invoice has been issued for the current billing cycle, otherwise you will be required to wait until the next billing cycle for us to action your request. Hosting Cloud will approve or decline the request at it’s sole discretion based on several considerations, including your payment history.
Overdue accounts will be suspended 7 days after the due payment date of the oldest invoice. To re-activate your account, you can simply pay any outstanding invoices and your account will be automatically activated, so long as the account has not reached it’s termination date.
If your account has been terminated and we still have backups available, a $99 account restoration fee will apply in addition to any unpaid invoices. This fee covers engineers time to recover your data from a backup server.
Cancellations must be submitted from the client area. Failure to submit a cancellation request via the client area will result in the cancellation not being processed. A cancellation will only be processed if all outstanding invoices have been paid in full. You have the option to select an immediate or end of billing cycle cancellation. We DO NOT process cancellations via email, support ticket or post. If you contact us to cancel, we will immediately send you instructions on how to cancel from the client area. If you do not receive these details within 24 hours, please contact us.
We do not monitor account usage to determine if an account is in use and billable. All active accounts are billed as intended for use, regardless of actual usage.
After account cancellation, you have the option of removing your credit card details from our system. We reserve the right to keep your contact details, invoices and payment records for a minimum of 7 years, for tax compliance and auditing.