Refund and Billing Policy
Vtiny Hosting™ Refund and Billing Policy addresses how we bill customers for use of the services (as defined in the Terms of Use) and related questions about fees, refunds and billing disputes. Terms used but not defined in this policy have the meaning given to them in our Terms of Use.
Automatic Renewal
Renewal of Package
As provided in our policies, all hosting plans and domain names are automatically renewed on their renewal date to avoid interruption of services. The renewal date is listed on each invoice, and can be found in the Services and domains sections of the customer portal.
Domain Name Renewal
Domain names are automatically renewed ten (10) days before the expiration date to ensure that no interruption occurs, as URLs will be immediately redirected to a landing page if a domain expires.
- Please note that all payment methods allowing the automatic application of fees will be invoiced ten (10) days before the domain expiration date, in accordance with the invoice. If the payment method of your choice does not allow automatic payments to be applied, payment must be made manually at the latest on the invoice due date, otherwise the domain name may expire.
Failure to Renew
Accounts with invoices overdue by more than fourteen (14) days will be suspended. If a suspended account is to be reactivated, all overdue invoices must be paid to be up to date before the suspension is lifted. Accounts with invoices overdue for more than two (2) months are considered abandoned and will be subject to termination.
Responsibility for Payment
You are responsible for all fees, costs, expenses and other charges (the “Fees”) associated with your use of the Services once they are made available to you. Your first invoice is generated when you purchase the Services. An invoice for any renewal period is generated fourteen (14) days before the renewal date (the “Due Date”), unless other arrangements have been made or a cancellation request has been submitted from the customer portal. You are responsible for the Fees and charges indicated in the initial invoice of the web portal that you pay on the effective date and any other invoice generated for a renewal period. If you pay by credit card or any other payment method that can be billed automatically, you will be billed on the due date. New Services, packages or domains ordered will be canceled if they are still unpaid after seven (7) days.
In the event that the customer does not pay for the Services provided, Vtiny Hosting™ may assign unpaid overdue balances to a collection agency for appropriate action. You agree to reimburse Vtiny Hosting™ for all expenses incurred to recover the amounts due, including attorneys' fees and other legal fees, if legal action is required to collect payment of the balances due.
Price Adjustments
To stay competitive, we occasionally make changes to our plans and rates. To have your plan updated with current offers, please contact our billing team. We cannot go back and modify invoices that have already been paid, but we will be happy to modify your plan for new invoices.
Anytime Money Back Guarantee
Some of our hosting Services carry an unconditional thirty (30) day satisfaction guarantee. To cancel your hosting Services and receive a refund, you must contact us via the customer portal within thirty (30) days of the Effective Date and a refund will be issued.
If you cancel after the thirty (30) days following the Effective Date, you will receive a prorated refund, rounded up to the next full month of service. No refunds will be issued for partial months of service.
Refund requests received after one hundred and twenty (120) days following the effective date will be issued via PayPal. Refunds are not offered for partial months of service. Accounts that are closed due to violations of our Policies are not eligible for a refund.
All third-party fees, including domain registration fees, installation fees and migration fees, are non-refundable, non-negotiable, and excluded from our money-back guarantee at any time. In addition, SSL certificates have a refund window of twenty-five (25) days from the date of purchase.
Refunds
Accounts closed due to violations of the Terms of Use are not eligible for a refund. Domain registrations, installation fees and migration fees are not refundable. Service credits have no cash value and are extended at our discretion. Service credits expire if your account is fully terminated.
All refunds are subject to the terms of use of any third-party payment processor, and these conditions prevail over the conditions of the Terms of Use and our Policies. If we are unable to reimburse fees via the payment method, we will use commercially reasonable efforts to return or credit the appropriate funds to you.
If you paid us by credit card, we will credit the card on file. If you have paid us through PayPal, we will take steps to refund the PayPal account. Vtiny Hosting™ is not responsible for fees deducted from any refund processed by PayPal. If the information we have on file for your account is not up to date, your refund may not be made.
Service Credit Eligibility
Customers who, at the time of the reported outage, were not up to date on their service invoices are not eligible for outage service credits.
Customers who have not paid their invoices on time more than three times during the twelve (12) months preceding the claimed outage are not eligible for service credits.
In order to provide a secure high performance hosting environment, we use certain automated systems to limit malicious and resource-intensive activities. In some cases, non-malicious activity may appear malicious and trigger our systems, which may limit your ability to use our Services. Such limitations may result in the suspension or termination of your account, in our sole discretion. In these situations, any interruption, suspension or modification of the availability of the Services will not be considered as Downtime and will not give entitlement to a service credit.
Payment Methods & Currencies
We accept payments via Visa, MasterCard, Discover, American Express, JCB, and PayPal. By providing us with your account payment information, you authorize us to invoice you on the due date of any account related invoice.
We accept multiple currencies, presented on our website. Whenever possible, we will try to invoice in the currency you selected at the time of payment, unless the payment gateway does not support the currency. In this case, the currency will be converted to USD and billed in USD. The prices in other currencies are indicated according to the exchange rates published that day but may differ from the final rate given to you by your bank. In addition, you may be subject to additional fees or other fees assessed or imposed by the administrator of your selected payment method. Vtiny Hosting™ is not responsible for these fees.
Fees for Account Upgrades, Downgrades and Migrations
Licence
As part of any data migration, you hereby authorize Vtiny Hosting™ to access your data for data migration purposes. Before requesting services that may require data migration, you hereby agree to back up all your data to the source and destination servers, if applicable.
Upgrades
When upgrading to a more expensive hosting plan, we will migrate your account to the new service at no cost. Data center migration fees are also waived if you choose to move to a new data center during the upgrade process. Upgrade requests are processed and effective only after payment of the package price difference. If you want to move to another data center without upgrading your account, a migration fee of twenty-five dollars ($25 USD) is charged.
Downgrades
When switching to a cheaper plan, the difference between the amount of the price of the current package already paid compared to the price of the new package will be placed on the billing account as service credit. No refunds will be issued and downgrade migration fees of twenty-five dollars ($25 USD) may be charged. Please contact sales or billing service if you are considering an upgrade or downgrade to determine which options are suitable and to discuss pricing.
Other Migration Situations
Some customers have specific migration needs. Depending on our migration workload, we may be able to meet these needs. In these cases, you may incur costs determined by the migration team and assessed according to the complexity of the migration and your specific needs.
Billing Errors & Refunds
If you discover an error on your invoice, please notify us as soon as possible by submitting a ticket to our billing service via the customer portal. We will honor billing errors as long as we are notified within ninety (90) days. If more than ninety (90) days have passed, we may refuse the refund request. If a refund is in order, it will be credited to your account as a service credit to be used on a future invoice. Service credits have no cash value.
If at any time you have questions or concerns regarding Vtiny Hosting™ fees, please submit a ticket via the customer portal.
Policy Date
This Refund and Billing Policy was last updated on March 25, 2020.