Policies

Terms of Service

By utilizing any services with Alpha Hosting clients agree to abide by these Terms of Service. We will never sell, distribute, reveal, or make available to any third party any of our customers’ information. We support the work of the anti-spam organizations. If there is ever a need to contact a client in regards to their account and service we will contact them via email only. We reserve the right to make any reasonable adjustments to our terms of service at any time and clients agree to abide by any additions or adjustments to our terms of service as they are available to be viewed by anyone at any time.

Satisfaction Guaranteed

For Shared Accounts ONLY: if for any legitimate reason a client is unsatisfied with our services during the first 30 days they may request to discontinue our services and receive a full refund by emailing us at [email protected] Clients must provide us with a reason as to why they are choosing to cancel our services. We are the sole arbiter in determining the validity of this reason. If all possible steps were taken on the client’s side and on ours to correct the situation then a full refund will be issued. This guarantee only applies to the first 30 days and does not apply to any accounts other than shared.

Domain Names and Domain Transfers

As part of our ethical hosting guidelines, we will take the necessary steps to register domain names on behalf of our clients when requested; however, clients are responsible for renewing their domain names. We do not take responsibility for failing to renew domain names. If a domain name is registered via our company it is the client's responsibility to ensure any necessary renewal actions are taken prior to expiration. We do not handle renewals unless specifically requested via help desk ticket. For any questions about DNS changes or domain names in general please email [email protected]

Payments

All invoices will be generated and sent out 30 days before they are due. All clients will receive a reminder of the upcoming invoice three (3) days before the due date. Invoices will be emailed and available in the Client Area for viewing and payment. We accept three forms of payment: credit card, check, or PayPal. In the event a check is returned, a $35 fee will be assessed.

If an invoice is still unpaid two (2) days after the due date an overdue reminder will be sent. On the third day, a second overdue reminder will be sent and a late fee of 1.5% of the invoice total will be applied. If payment is not received within five (5) days of the invoice due date, the account will be suspended until payment is made in full. If there is a credit card on file our system will attempt to process payment every seven (7) calendar days until payment is successful. In the event the service remains suspended for 30 days the account will be terminated.

We reserve the right to update product and service pricing at any time. We will endeavor to provide 30 days notice in advance of any hosting plan price changes, and seven (7) days notice in advance of any “add on” service price changes. Clients will be notified of said changes via support ticket opened on their behalf by our staff.

Automatic Credit Card

By filing a credit card and selecting “Credit Card” as your default payment method you are authorizing Alpha Hosting to automatically process any and all invoices for services and renewals on said invoices’ due dates. Only charges for new services or changes to services will be subject to approval request before being processed.

PayPal

Please be advised that by selecting the yellow PayPal “Pay Now” or “Subscribe” button, a recurring PayPal subscription will be initiated. PayPal is a third party payment gateway, and as a result, clients are solely responsible for the creation, maintenance, and cancellation of any recurring subscriptions. We do not posses the ability to create, alter, cancel, or prompt a PayPal payment or Subscription on behalf of our clients. It is the sole responsibility of the client to cancel PayPal subscriptions along with any of our services to prevent continuous billing through PayPal. We are able to refund payments up to six months old directly to the original PayPal account; any approved refunds for payments older than this will be issued via physical check. In the instance a duplicate PayPal subscription is created we will refund all eligible payments and the remainder will be applied as account credit. For questions regarding PayPal payments please contact our Billing Department.

Affiliate Program

Affiliate Program members may choose to withdraw their affiliate earnings to be applied as client account credit. To submit an affiliate withdrawal request, please submit a support ticket or click “Request Withdrawal” in the Client Area.

Cancellations

In order to cancel services clients must submit a ticket to the Billing Department either via their client area or from the primary email address of record. This ticket must state the service to be cancelled and the reason for canceling. When the request has been processed a confirmation reply will be sent by our staff.

Please note that our Billing Department's regular hours are Monday through Friday from 8:00 AM to 5:00 PM CST and any requests received outside of that time will be processed when they next return to the office.

NOTE: IT MAY TAKE UP TO SEVENTY-TWO (72) HOURS FOR THE CANCELLATION REQUEST TO BE FULLY PROCESSED.

Costs and fees do not continue to accumulate after we receive the cancellation request, but there are no pro-rated credits or refunds if the cancellation request is received after the renewal date of the services in question (see Refunds/Account Termination below).

Cancellation requests must be submitted no less than three (3) business days prior to the renewal of the service in question. We make no guarantee that requests received less than three (3) business days prior to renewal will be completed before a new billing cycle is entered. Services canceled after the renewal date are not eligible for a refund. If you cancel your account and your payments still continue for any reason such as fault of our staff, fault of the credit card processor, or fault of any other payment collection company we are not responsible for any overdraft fees that are issued by your financial institution.

For accounts paid via PayPal Subscription the client MUST cancel any Subscriptions to Alpha Hosting. This is not something Alpha Hosting may do on the client’s behalf.

Provided below are the instructions for cancelling a PayPal Subscription:
1. Client must log in to their PayPal account.
2. Click the Gear Icon at the top right of the page.
3. Click Payments.
4. Click Preapproved Payments.
5. Click the Alpha Hosting payment.
6. Click Cancel or Cancel automatic billing and follow the instructions.

Refunds/Account Termination

If, for any reason, we fail to deliver said services, a prorated credit may be issued upon request. No credits will be issued if the account was suspended or terminated for abuse of our stated policies. In the event account cancellation has been requested the account will be suspended from use after the last day of the paid billing cycle. It will then be deleted within 30 days.

Cancellations of accounts pre-paid for on a monthly basis will not receive a credit or refund for the remainder of the billing period; therefore, we encourage our clients to only submit cancellation when the account will no longer be used. Cancellations of accounts pre-paid on a yearly basis may receive a pro-rated refund based on the monthly rate of the same hosting plan. If services remain open with Alpha Hosting this refund will be processed as an account credit. If no other services remain active, this refund will be issued to the original payment method when possible or via paper check in instances where the refund cannot be returned to the original method. All add-on service payments are non-refundable as they are included only during the life of the hosting plan. If, for any other reason, an account becomes suspended and remains suspended it will be deleted after a 30-day period.

In the event a website has been suspended, cancelled, or terminated for any reason we reserve the right (but do not undertake any obligation) to retain one or more copies of the information on the web site for its own records. We further reserve the right to distribute any information on any web site to the information’s owner of record, upon said owner providing adequate proof of ownership as determined by our sole discretion. Clients specifically release and hold us harmless from any claims arising out of the foregoing.

Overage Charges

Our hosting plans are designed to accommodate the majority of usage scenarios given the needs of our customers; however, usage may vary and at times require additional allocations, specifically in the areas of storage and traffic. We will never charge automatically charge any client's’ card if their account requires more resources. Clients must keep their email address updated within their Control Panel (cPanel), so that they may receive email notices when their account reaches certain limits determined solely by our system. Clients will receive a bandwidth usage warning when 80% of their allocation has been used. At this time clients may contact us to purchase a higher transfer quota for their account. Clients with overages will be charged $1.00 per GB of overage to be automatically invoiced on the service renewal date. If clients choose to upgrade their plan to accommodate their usage this fee may be waived.

Resource Abuse

Force Majeure

We agree to take every reasonable precaution to provide the agreed upon services to our clients; however, we will not be liable for service interruption due to circumstances beyond our control including but not limited to: natural disaster, fire, downtime caused by failure of the power grid, or downtime caused by government acquisition or seizure of our assets.

Suspensions

In the event a website has been suspended for resource abuse (abuse that cannot be resolved by removing/changing a script, etc.) and the client does not wish to upgrade to a dedicated server to accommodate the site’s needs, we will only release the suspension after a minimum period of 24-48 hours. This is to ensure the CPU intensive site slows down in traffic to avoid further damage and problems. A backup will then be provided of the files or the client will be allowed FTP/cPanel access for a predetermined time period.

In the event a website is suspended due to non-payment, the site will not be unsuspended until payment has been received in full and applied to all overdue invoices. Clients have the ability to pay, add funds, and apply those funds to any outstanding invoices through their client area. Services will be unsuspended within 24 hours of receipt of payment.

Restorations

In the event that any, or all, information on a site is inadvertently removed we will attempt to provide a restore from our backups for a one-time $25.00 fee. If files have been inadvertently removed due to a fault on the part of our staff, a restoration will be provided free of charge at our discretion.

Questions? Contact our sales team for help!