Terms of Service

About these terms

These Terms of Service apply when you create an account in our client area, place an order or use any HostElevate service. This includes web hosting, WordPress hosting, WooCommerce hosting, reseller hosting, Cloud VPS, cPanel VPS, SSL certificates, domain names and website migration.

"We", "us" and "our" mean HostElevate. "You" means the person or organization that holds the account.

The following policies are part of this agreement: the Acceptable Use Policy, Privacy Policy, Cancellation & Refund Policy, Anti-Spam Policy, Bandwidth & Resource Policy and Fair Use Policy. If you register or transfer a domain, the Domain Registration Agreement also applies. Where a policy covers a topic in more detail, that policy applies to that topic.

Your account

• You must be at least 18 years old, or the age of majority where you live, and able to enter a binding contract. If you order for a company or organization, you confirm that you are authorized to accept these terms for it.
• Give us accurate and complete contact and billing details, and keep them up to date. We may ask you to verify your identity or your payment, and we may hold or cancel an order that cannot be verified.
• Keep your login details safe. You are responsible for everything done through your account, including by people you give access to. Use a strong password and turn on two-factor authentication where it is offered.
• Tell us straight away if you think someone has accessed your account without permission.
• Before we make changes or share account details through support, we may ask for your support PIN or other proof that you are the account holder.

Orders, prices and payment

• Prices are shown on our website and in the order form, in US dollars or Pakistani rupees. The amount you pay is shown on the invoice before you pay it.
• Some plans have an introductory price for the first billing term. Unless the order page says otherwise, the service renews at the regular price, which is shown next to the introductory price on the plan page.
• Payment is due in advance for each billing term. We currently accept PayPal and card payments.
• Prices do not include taxes unless stated. Where the law requires it, applicable taxes are added to your invoice.
• If we change the regular price of a service you already have, we will email you at least 30 days before the new price applies to your next renewal. If you do not accept the new price, you can cancel before that renewal.
• Where a hosting plan includes a free domain, the offer covers the first year of registration or transfer of one eligible domain, on the billing terms listed on the plan page. After the first year, the domain renews at the regular domain price.

Renewals and unpaid invoices

• Services renew automatically for the same billing term unless you cancel them. We send an invoice before the due date.
• If an invoice is not paid by its due date, we send reminders. After that the service may be suspended, and a service that stays unpaid may be terminated and its data deleted.
• A domain that is not renewed expires on its expiry date and then follows the registry's expiry rules, explained in the Domain Registration Agreement.
• To stop a renewal, cancel the service from your client area before its due date.

Cancellation and refunds

• You can cancel any service from your client area at any time, either straight away or at the end of the current billing term.
• Refunds, including our 90-day money-back guarantee, are covered by the Cancellation & Refund Policy.
• When a service is cancelled or terminated, its files, databases and email are deleted. Download anything you want to keep before you cancel.

Using our services

• You must use our services in line with the Acceptable Use Policy, the Anti-Spam Policy and the Bandwidth & Resource Policy.
• Web, WordPress, WooCommerce and reseller hosting run on servers shared with other customers. Each plan has resource limits for CPU, memory, disk activity, processes and files. If an account harms the server or other customers, we may limit it and ask you to optimize your site or upgrade.
• On a VPS you have full administrator access. You are responsible for the software you install, security updates, firewall rules and everything that runs on the server, unless your plan includes management, which covers only the tasks listed on the plan page.
• You are responsible for the content you host and for having the rights to use it.

Your data and backups

• You own your data. We do not claim any ownership of the content you store with us.
• For web, WordPress, WooCommerce and reseller hosting, we keep weekly backups on separate storage away from your server, and we keep the last four weeks. VPS backups are included only when your plan or an add-on says so.
• Our backups are there to help with recovery and are provided without guarantee. You are responsible for keeping your own copies of anything important.
• You can ask for a restore from our backups by opening a ticket.

Free website migration

We move websites, databases, email accounts and DNS settings to HostElevate at no charge. After you confirm the details, we tell you the timeline before we start. The Fair Use Policy explains what is included.

Availability and support

• We work to keep every service online and to fix problems quickly, but we do not promise that any service will be uninterrupted or error-free. Maintenance, network problems, attacks and failures at third parties can cause interruptions.
• Where possible, we announce planned maintenance on our network status page before it starts.
• Support is available through tickets in your client area and by email. It covers our services and the software we provide. It does not include building, coding or repairing your website unless we agree to that separately.

Suspension and termination by us

We may suspend or terminate a service if:

• you break these terms or any of our policies;
• an invoice for the service is not paid;
• the service is used for malware, phishing, attacks, spam or other harm;
• a court, authority or the law requires it;
• your account details are false or a payment is fraudulent or reversed; or
• it is necessary to protect our network, our servers or other customers.

Where it is possible and safe, we tell you the reason first and give you time to fix the problem. In serious or urgent cases we may act without notice. If we end a service when you have done nothing wrong, we refund the unused part of any prepaid fees for it.

Intellectual property

• The HostElevate name, logo, website and its content belong to us. You may not use them without our written permission, except to refer to us accurately.
• Software we provide, such as control panels, WordPress and installer tools, is supplied under its own license terms, which you must follow.
• If you believe content on our network infringes your rights, see our Abuse Handling Policy.

Third-party services

Domains, SSL certificates, payment processing and some software are provided with the help of third parties, such as domain registries, registrars, certificate authorities and payment providers. Their rules also apply to those services. We are not responsible for third-party websites that we link to.

Disclaimer

Our services are provided "as is" and "as available". To the extent the law allows, we make no warranties beyond those stated in these terms, including any implied warranties of merchantability, fitness for a particular purpose or non-infringement. Advice from our team is given in good faith, but it is not a guarantee of any result.

Limitation of liability

• To the extent the law allows, we are not liable for indirect or consequential losses, including lost profits, revenue, business or data.
• Our total liability for any claim is limited to the amount you paid us for the affected service in the 12 months before the event that caused the claim.
• Nothing in these terms limits liability that cannot be limited by law, or any rights you have as a consumer under the mandatory laws of the country where you live.

Indemnity

You agree to cover HostElevate for claims made by third parties, and for the losses and reasonable legal costs that result, where they arise from your content, your use of our services or your breach of these terms, except to the extent we caused them.

Sanctions and local law

You must follow the laws that apply to you, including export control and sanctions laws. We may refuse or end a service where providing it would break those laws.

Changes to these terms

We may update these terms from time to time. The date at the top of this page shows the latest change. For significant changes, we will email account holders at least 30 days before they take effect, unless a change is required sooner by law or for security. If you do not agree with a change, you can cancel your services before it takes effect.

Governing law and disputes

If something goes wrong, please contact us first. Most issues can be settled quickly through our Complaints Policy.

These terms are governed by the laws of the place where the HostElevate company that provides your service is registered, without regard to conflict-of-law rules, and disputes are handled by the courts there. If you are a consumer, you may also bring a claim in the courts of the country where you live when its law gives you that right.

General

• These terms, our policies and the details of your order are the whole agreement between you and us for our services.
• If any part of these terms cannot be enforced, the rest still applies.
• If we do not enforce a right straight away, we have not given it up.
• You may not transfer your account to someone else without our agreement. We may transfer this agreement to a company that takes over our business.
• We are not responsible for delays or failures caused by events outside our reasonable control.
• We send notices to the email address on your account. You can send notices to us by ticket or by email.

Contact us

For questions about these terms, email support@hostelevate.com. For formal legal notices, email legal@hostelevate.com.