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Q: Where is all this documentation you talk about? A: Go to our Online Documentation Page for How-To's, New User FAQ's, POP3 e-mail setup instructions, FTP instructions, etc. We have quite a bit of helpful material on the page with more added monthly! If you don't see it here, go there and if you can't find your answer then just e-mail Technical Support and we will promptly reply! Q: Does ValuePriceHosting.com offer dial-up access service to the Internet? A: No we do not, you need to locate a local Internet services provider (ISP) for this service. Q: Do you offer Microsoft Frontpage extensions support? A: Yes we do, for Frontpage2002 (they will also support Frontpage2000/98), however we do not provide technical/user support for the Frontpage product. Please refer to your Frontpage documentation or the Microsoft Frontpage Website for support and additional help in creating your site with Frontpage. We do provide some tips in our Online Documentation Page for using Frontpage effectively on our servers and publishing your site with Frontpage. Q: What if I forget my User ID and/or Password? A: Please e-mail Technical Support at support@ValuePriceHosting.com, we will be happy to e-mail the User ID and Password to your E-mail address of record (The e-mail you used when you set up the account). Q: What do I do if my site is down? A: First of all, check the Online Documentation Page, there may just be a problem with where/how you loaded your pages to your site on our servers. If your site has been up and functioning, e-mail our 911 Response Team at help911@ValuePriceHosting.com and our "site paramedics" from technical support will respond ASAP! Please do not use this e-mail for normal technical support questions or requests, it is a priority response e-mail for emergent site problems. Q: How do I update my billing address, e-mail, etc. with ValuePriceHosting.com? A: Just send Technical Support an e-mail (from your e-mail address of record, the e-mail you used when setting up your account) with the changes. If your e-mail has already changed and you cannot e-mail us from your old e-mail address, we will use the "identification phrase" you gave us at the time you set up your account to identify you. You must supply us with this "identification phrase" or we will take no action on the changes requested. Q: What are your terms of service? A: We at ValuePriceHosting.com feel that we have a responsibility to protect and nurture our customers and to provide the best web services possible. We have developed our policies and terms of service accordingly to protect our company, our servers and most importantly our customers. Violators of our Policies should be referred to policy@ValuePriceHosting.com. We will investigate all complaints and advise both parties promptly of our investigation and the results. We reserve the right to refuse or terminate services at our sole discretion. All ValuePriceHosting.com customers are subject to the following terms of service:
Q: What is your NO QUESTIONS ASKED Money Back Guarantee? A: ValuePriceHosting.com offers a money-back guarantee should you become dissatisfied within 30 days of your activation of your hosting account, NO QUESTIONS ASKED. However, we do not refund domain registration fees or setup fees. ValuePriceHosting.com will only grant a refund after the first 30 days if we are at fault for not providing you with the services promised on our hosting page. General dissatisfaction with our services is not acceptable for a refund after the initial 30-day trial period has expired. We will grant you a refund only if we have exhausted every possible opportunity and remedy for your problem with our services. Note: All refunds will be made by check drawn on a United States Bank, sent to the customer via U.S. Mail. Also, if you paid by check we will not issue a refund until your original check has cleared our bank (usually within 10 business days). Please see our Money Back Guarantee page for all the details. Q: How can I pay for my services? A: We accept checks (drawn on a US Bank ONLY), money orders, credit cards (Visa, MasterCard, Discover and American Express) and electronic check. If you pay by check we will require that the check clears our bank (usually within 10 business days) before we activate your services. Note: If your check bounces an additional $35.00 fee will be imposed in addition to the charges already incurred. Q: What about Sales Tax? A: Tennessee residents/businesses doing business with ValuePriceHosting.com must pay all applicable Tennessee sales taxes required by law. Q: What is your billing and billing notification Policy? A: At this time we bill annually, biannually or quarterly paid by money order, check or electronic check. We can only do monthly billing/payment for our customers that wish to pay by credit card (Visa, MasterCard, Discover and American Express) or electronic check. We send out our bills for services by e-mail and do not produce a paper bill unless it is requested by the customer (There is a $24.00/year administrative fee for the paper bill service). Again, credit card customers are billed monthly (we debit your credit card on the 1st of the month) we cannot accept payment for any payment in advance services by credit card other than on a month to month basis/breakdown of charges. Q: So if I pay by Credit Card I can only pay monthly? A: That is correct, due to our credit card clearing service requirements all credit card customers pay only on a monthly basis. We bill and debit the credit card of record for your account each month on the 1st of the month for the charges on your account. Q: Do you have other monthly payment options? A: Yes, you may pay using our fast and easy electronic check system, the funds come straight from your bank account just like an ATM transaction at the grocery store! No credit card interest/no credit card required to host your site with us! Q: How will I be notified that my account is activated and set up on the ValuePriceHosting.com servers? A: We will send you an e-mail notification once your account is set up and active. This e-mail will contain your login information. We do not setup accounts or grant access until your payment has been processed (we currently hold accounts paid by check until the check clears our bank). Q: I do not reside in the United States, how do I pay for my services ? A: We recommend that you pay using credit card (Visa, MasterCard, Discover and American Express) as we have found that this is the most convenient way for non-US residents to make payments to us. However, if you wish to pay for your services in some other manner we will try to work with you on it. Please contact us for more information on payment options or if you have questions. Q: Do you host non-U.S. Sites? A: The short answer, yes. However, any site we host has to adhere to US Federal, State and Local law regarding Copyright and content/usage. Please contact us if you are not sure if your site qualifies to be hosted on our servers. Q: What is your delinquent payment policy? A: We will not suspend you immediately, don't worry. We try to work with our customers and realize that sometimes billing notifications get lost, you forget to mail the payment, etc. However, you as our customer are responsible for keeping track of the billing cycle you are on. Please contact us if you will be unavailable (on vacation, etc.) if a billing cycle is about to come up. We appreciate customers that make arrangements for advance payment in these situations and will work with you on making payment arrangements to assure that your account remains active. If we do not receive payment by the due date we will send out a second notice advising you of the imminent termination of your account if payment is not received. We will then terminate your account if we receive no payment from you within 10 working days. Your site and content will be deleted from our servers after 30 calendar days if payment is not received in full. Note: There is a $50.00 charge to reinstate terminated accounts prior to deletion (within the 30 day period). After 30 days reinstatement is not available on our servers for delinquent accounts, you must pay all delinquent charges plus payment must be made in full for a 1-year hosting contract plus the $50.00 delinquent account reestablishment fee to reestablish your account with us. We cannot restore your content/site after deletion from our servers, you will have to restore your site using your own backup files if you reestablish your account with us. Q: What happens if I exceed my allocated bandwidth? A: Most customers don't, but if you do you will be billed $5.00/1000mb of bandwidth used over your allocated amount monthly. Please see our hosting plans for bandwidth allocation details by plan. Q: What is your privacy policy? A: Here at ValuePriceHosting.com we respect everyone's privacy and you can be assured that any personal information, credit card numbers or other data we collect as part of our relationship with you our customer is held in the strictest confidence. We secure and password protect all your information and do not share that information with any third parties excepting where necessary to deliver services to you that you have requested. If you have any questions or concerns regarding your privacy please contact us at privacy@ValuePriceHosting.com. |
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