2.0 - All our services offered to users include a 24 hour refund policy. If the given 24 hours from time of activation of the product/service in our database has exceeded we retain the right to refuse a refund on any grounds. We reserve the right to hold any refund for up to 7 days to prevent any abuse. We require users to provide us a 'vaild' reason for their request, the definition of 'vaild' is to the discretion of the agent/staff member. We reserve the right to refuse any 'non-vaild' refund requests.
2.1 - All our products/services offered to consumers may be cancelled at anytime; however, we do not provide a refund for the remaining time of the billing cycle. In the event of a product/service cancellation (unless specified) the service will be immediately terminated. In the event the customer does not have any further services with us the account and personal data related to the server will be deleted from our databases automatically after the given period of one month from all services being terminated. An execution of a dispute/chargeback beyond the given 24 hours from time of activation of the product/service in our database will result in an immediate suspension/termination of service. Users must ensure that any subscriptions with the payment gateway(s) used are cancelled upon cancelling their product(s)/service(s). Oxide Hosting will not be held liable for automatic payments via this service in the event the user’s services have already been cancelled/suspended/terminated.
3.0 - Oxide Hosting under any circumstances, shall not be held liable for any reason including any customer actions taken upon their services. We recommend all users to take off-site backups of their product(s)/service(s) in the event of data loss. Certain services provided by Oxide Hosting are resold. Thus, certain equipment, routing, software and programming used by Oxide Hosting are not directly owned or written by Oxide Hosting.
3.1 - All support requests submitted are to be sent via the outlined support methods, these are: our billing system’s ticket system, our livechat (only available via our website) and our organisation’s Twitter account (@OxideHosting). We ask that you only use the aforementioned methods to contact us, to ensure any response originated from us.
4.0 - All Services - The user agrees that no attempt will be completed to modify the originally purchased specifications of their product/service. Any attempt to do so will result in a termination of service. Spamming of the livechat or ticket system will not be tolerated and will result in methods to halt such spamming being implemented. Please provide us at least 24 hours from the time of submission to respond to your requests. While some services offer unlimited/unmetered features (for example: FTP accounts) we reserve the right to remove any excessive files that may impact the host server to prevent any data loss.
4.1 - Virtual Servers/Dedicated Servers - The following are not permitted on these services:
4.1.1 - Abuse Complaints - In the event we receive an abuse complaint, this includes copyright notices and DCMA notices. The user will be forwarded the received abuse complaint. We will provide the user up to 24 hours to reply with a resolution to the abuse complaint. In the event we do not receive a reply within the given 24 hours from forwarding the abuse complaint the involved service will be suspended pending a resolution. In the event that the abuse continues on a recurring basis then we reserve the right to terminate the service involved. A resolution is seen as an act which will prevent the abuse from recurring.
4.1.2 - Virtual Server Processor Usage - A Virtual Server may not utilise more than 50% of it’s allocated cores for more than two hours at one given time. There must be a break period of at least one hour in between the two hour period. An example of such is a user’s Virtual Server having two cores allocated, this means that the user may not access more than 100% processor consumption for more than two hours at one given time. If the processor usage becomes disruptive we reserve the right to restart, shutdown or suspend the Virtual Server.
4.1.3 - Server Interventions/Remote Hands - Any server of the given category (Dedicated Server/Virtual Server) includes two hours of remote hands, included free of charge. This included remote hands provides users the ability to request for basic remote hands. The term ‘basic remote hands’ include the installation of small to medium sized software, the debugging of software at basic levels and further tasks which may be considered basic (the level in which the requested task is considered as is to the discretion of the agent/staff member). Advanced Remote Hands includes the the completion of any task to the best of our abilities requested by the user; however, is not included free of charge and is charged at the statutory rate of £20.00/hour (GBP).
4.2 - Website Hosting Services - The following are not permitted on these services:
6.0 - We do not guarantee that all promotions and their respective promotional codes (if applicable) that are provided by us will remain operational. We reserve the right to remove any promotion and their respective promotional codes (if applicable) at any time.
7.0 - In the event the user attempts or successfully disrupts our service/or others by any means (for example: DDoS attacking or hacking), we reserve the right to terminate/suspend all services related to the account causing such disruptions and remove all data regarding the account holder as such data would no longer be required in the event of a termination of service(s).
7.1 - We aim for all services purchased by users to be available to consumers 99% of the time the user retains a service with us. However, we shall not be held liable for any outage or data loss. In the event of an extended period of outage, compensation may be offered to users but is not required by us to be provided/offered.
8.0 - When accessing our site and/or services you permit us to store ‘Cookies’ onto your device and utilise them throughout our website and/or services. The term ‘Cookies’ refers to small files of website/service data being stored onto your device for tracking means (for example: account tracking on our billing system to identify logged in user).
8.1 - We can not and do not guarantee that all services/websites will be fully uninterrupted, error-free, or completely secure. It is within our best interests to aim to ensure that your experience is uninterrupted, error-free and secure but we cannot guarantee such.
9.0 - We retain the right to seek and consult with any appropriate authorities if required in the event of an arising issues whether is through violation of this policy or any other event in which law enforcement is required. We retain any communications between parties as confidential.
The following document was amended/edited on the: 4th November 2018.