Purpose
This is Siteharbour’s Refund & Billing Policy, which outlines the processes and procedures regarding charges, refunds, and billing disputes related to the use of our Services (as defined in the Terms of Service). Please note that any capitalized terms used in this policy but not defined here can be found in our Terms of Service, available at: https://siteharbour.com/terms-of-service/
Cancellation & Refunds Policy
At SiteHarbour, we strive to ensure the utmost satisfaction with our web hosting services. We understand that sometimes our services may not meet your expectations. To provide peace of mind, we offer a 7-day money-back guarantee on all our web hosting plans. Please review our cancellation and refund policy below:
1. Eligibility
The 7-day money-back guarantee applies to all new web hosting plans purchased from SiteHarbour.
The guarantee period starts from the date of the initial purchase. This policy applies to all web hosting services.
2. Cancellation Process
To cancel your web hosting plan, you must submit a cancellation request through our customer support portal or by emailing support@siteharbour.com.
In your cancellation request, please include your account details, the reason for cancellation, and any feedback you may have. This information helps us improve our services.
3. Refund Process
Upon receiving your cancellation request within the eligible period, we will process your refund within 3-7 business days.
Refunds will be issued using the original payment method used during the purchase. Please note that depending on your bank or payment provider, it may take additional time for the refund to reflect in your account.
Refunds are subject to the terms of service of any third-party payment processor, and those terms take precedence over the terms in our Terms of Service and Policies. If we are unable to refund fees or charges through the original method of payment, we will make commercially reasonable efforts to return or credit the appropriate funds to you.
4. Exclusions
The following services and fees are not eligible for a refund under this policy:
Domain name registration and renewal fees
SSL certificates
Any third-party licenses
Any third-party services purchased through SiteHarbour
Setup fees, migration fees if applicable
Any additional services or add-ons not included in the standard hosting plan
Accounts that are terminated due to violations of our Terms of Service are not eligible for a refund or any service credits.
5. Limitations
The 7-day money-back guarantee is limited to one per customer. Multiple accounts registered by the same customer are not eligible for additional refunds.
Abuse of our refund policy, such as repeated sign-ups and cancellations, will result in account termination and disqualification from future refunds.
6. Service Disruptions
Refunds will not be granted in cases where service disruption is caused by violations of our terms of service, acceptable use policy, or any misuse of our services.
7. Amendments
SiteHarbour reserves the right to amend or modify this cancellation and refund policy at any time without prior notice. Any changes will be posted on our website, and it is your responsibility to review the policy periodically.
If you have any questions or need further assistance, please contact our customer support team at support@siteharbour.com.
Automatic Renewal
Package Renewal: As stated in our policies, all hosting plans and domain names are set to automatically renew on their renewal date after the initial term and any subsequent renewal terms to avoid any disruption in the services. Your initial renewal date will be displayed on the checkout screen when you first purchase our services. Subsequent renewal dates can be found on every invoice you receive from SiteHarbour, as well as in the Services and Domains sections of the client portal. Additionally, you will receive an email invoice for the upcoming renewal term at the email address associated with your account, which will include the duration and price of the renewal.
Domain Name Renewal: Domain names are set to automatically renew five (5) days before the expiration date to ensure no disruptions occur, as expired domains immediately redirect to a landing page. If your payment method allows for automatic charges, it will be charged five (5) days before the domain’s expiration date, as stated in the invoice, unless you cancel more than two (2) days before the renewal date (which is seven (7) days before the extension of domain name service becomes effective). If your chosen payment method does not support automatic payments, you must make a manual payment on or before the invoice due date to avoid domain name expiration.
Charges: The due date for fees related to renewed packages is the package renewal date.
Failure to Renew: Accounts with invoices that are more than fourteen (14) days overdue will be suspended. If an account is suspended, all overdue invoices must be paid in order to reactivate the account and bring it up to date. Accounts with invoices more than two months overdue are considered abandoned and may be subject to termination.
Payment Responsibility
Once the Services are made available to you, you are responsible for all Fees associated with your use of the Services. Your first invoice is generated at the time of purchase, and subsequent invoices for Renewal Terms are generated three (3) days prior to the first day of the Renewal Term (the “Due Date”) unless other arrangements have been made or a cancellation request has been submitted through the client portal. You can access the invoice in the “My Invoices” section of the Client Portal.
You are responsible for paying the fees and charges specified in the emailed invoice on the Effective Date and any other invoice generated for a Renewal Term. If you choose to pay by credit card, Paypal Billing Agreement, or any other payment method capable of automatic charge, you will be charged on the Due Date. If new Services, packages, or domains are ordered but remain unpaid after seven (7) days, they will be canceled.
If you fail to pay for the Services, SiteHarbour may assign the unpaid late balances to a collection agency for appropriate action. You agree to reimburse SiteHarbour for all expenses incurred in recovering the sums due, including attorneys’ fees and other legal expenses if legal action is necessary to collect payment on balances due.
Price Adjustments: SiteHarbour may make changes to plans and pricing to remain competitive. If you want your plan to be updated to the current offerings, please contact our billing team. However, we cannot modify invoices that have already been paid. We can only modify your plan for new invoices.
In order to remain competitive, we may occasionally make changes to our plans and pricing, taking into account factors such as fluctuations in non-US Dollar denominated currencies. However, except for fluctuations in non-US Dollar denominated currencies, no price changes will be effective without your consent during an initial term or any Renewal Term. Price changes may occur between Renewal Terms. Any price changes will be clearly stated in the emailed invoice sent to you.
The charges, including any adjusted prices, will be applied on the Due Date mentioned earlier. It is important to note that if you wish to avoid being charged the adjusted price for a Renewal Term, you must cancel your subscription before the invoice triggers the payment.
You also have the option to change plans during a term or Renewal Term. While we cannot modify invoices that have already been paid, we will gladly modify your plan and adjust the prices for Services in new invoices that have not yet been paid for any Renewal Term.
In the event that a significant change in our business or our supplier’s prices or services necessitate an alteration to the Services we offer you during the middle of the initial term or Renewal Term, we will provide you with a notice outlining the proposed changes in reasonable detail. If such material changes occur, including but not limited to changes in the duration of the current term, the scope or type of Services being provided, or the price for the Services, you will have a period of thirty (30) days from the date of the notice to either:
(i) Consent to the proposed changes and accept the revised terms for the Services, effective from the date of your consent, or
(ii) Allow the Services to be terminated after the expiration of the thirty (30) day period.
If you do not provide your consent to the changes and accept the revised scope within the thirty (30) day timeframe, you acknowledge and agree that SiteHarbour may terminate the Services before the end of the current term without any further notice or consent from you.
We may offer you a discount on the Fee if you agree to pre-payment or an extended Term. However, if you terminate the Agreement or we terminate it due to your breach or violation of our AUP, you will not receive a refund of pre-paid amounts. In such cases, if the Fee was discounted based on an extended Term, you agree to pay the balance of the Fee (Early Termination Fee) at the time of termination as if the full extended Term had been completed. If you have provided us with a credit card or another payment method, we may charge that method for the Early Termination Fee.
Discounts are applicable only during the initial Term and do not renew. They are typically available for new customers unless expressly stated otherwise. Promotional codes are valid only for the Services specified in their description, and we reserve the right to remove promotional codes if they have been misapplied.
Some Services may be subject to changes based on your usage or third-party usage through you. The calculation of these Fees is explained on our Product Pages. Unless there is an error in calculating the Fees, you are responsible for paying them. If there is a dispute regarding the Fees, you agree to follow the Fee dispute provisions outlined in the ToS.
Creating multiple accounts or Services to circumvent restrictions or overage charges, or to obtain additional discounts reserved for new customers, is considered a violation of the Agreement.
Payment of the Fees is due within thirty days of the invoice date or the date specified on the Order Form (Due Date). If no Due Date is specified, the Due Date will be the twenty-eighth day of the month in which the Services are rendered. Fees must be paid in full without any deductions or set-offs. By providing us with your payment method, you authorize us to automatically charge the Fees to that method no more than five days prior to the Due Date.
Please note that your order will undergo fraud screening, and it may be rejected after you submit it. We are not obligated to provide the Services until your order is confirmed in writing by us. Additionally, certain Services, such as domain name registrations, may not be processed immediately, and there may be a delay between placing the order and its implementation due to the availability of specific Services or components.
We do not have control over the pricing set by third-party software providers/licenses. If there are any changes in pricing by the software/license provider, we may need to adjust our pricing accordingly.
Money Back Guarantee
Certain Hosting Services come with a seven (7) day satisfaction guarantee. If you wish to cancel your Hosting Services and receive a refund of our fees, you must contact us through the Client Portal within seven (7) days from the Effective Date, and a refund will be issued. If you cancel after seven (7) days from the Effective Date, you are not entitled to any refund, and any refund you receive is at our sole discretion.
Accounts that are terminated due to violations of our Policies are not eligible for a refund.
Please be aware that all third-party fees, including domain registration fees, setup fees, cPanel/Plesk, Softaculous licenses, and migration fees, are non-refundable and non-negotiable, and they are excluded from our Money Back Guarantee.
Service Credit Eligibility
Customers who are not current on their invoices for the Services at the time of reporting a claimed outage are not eligible for service credits related to the outages.
Customers who have not paid their invoices on time more than three times within the 12 months preceding the claimed outage are not eligible for service credits.
To ensure a secure and high-performance hosting environment, we employ automated systems that may restrict certain activities that appear to be malicious or resource-intensive, even if they are non-malicious. These restrictions, such as bandwidth throttling or account suspension or termination, may limit your ability to use our Services. In such cases, any interruption, suspension, or change in service availability will not be considered downtime and will not qualify for a service credit.
Charges for Account Upgrades, Downgrades, and Migrations
License. By requesting Services that involve data migration, you grant SiteHarbour authorization to access your data for the purpose of migration. Prior to requesting such Services, you agree to back up all your data on both the source and target servers.
Upgrades. If you choose to upgrade to a higher-priced hosting plan, we will migrate your account to the new Service without any additional charge. The data center migration fee is also waived if you opt to move to a different data center during the upgrade process. Upgrade requests will be processed and implemented only after payment for the price difference of the package is made. If you wish to relocate to another data center without upgrading your account, a migration fee of twenty-five dollars ($25) will apply.
Downgrades. In the case of downgrading to a lower-priced plan, the difference between the amount already paid for the current package and the new package price will be credited to your billing account as a service credit. No refunds will be issued, and a downgrade migration fee of twenty-five dollars ($25) may be applied. If you are considering an upgrade or downgrade, please contact our sales or billing department to explore suitable options and discuss pricing.
Migrations From Other Hosts. All migration-related work is considered a part of our Services, as outlined in our Policies.
Complementary migrations require the user to provide their previous hosting environment’s cPanel account credentials. Clients migrating from non-cPanel hosting environments may be subject to a migration fee, which will be determined by our migration team based on the complexity of the migration. Shared/WordPress Basic, Premium, and Business clients are entitled to 1 (one) complimentary migration. If the previous host does not offer cPanel access, a migration fee may be applied.
Migrations related to SiteHarbour’s Shared/WordPress Web Hosting Services are limited to a maximum size of thirty (20) gigabytes. Migrations exceeding this size may be approved on a case-by-case basis, at the sole discretion of SiteHarbour.
Other Migration Situations. In some cases, clients may have specific migration requirements. Depending on our migration workload and the complexity of the migration and your specific needs, we may be able to accommodate these requests. In such cases, you may incur a charge determined by our migration team.
Billing Errors & Chargebacks
If you discover an error on your invoice please notify us as soon as possible by either calling or submitting a ticket to our Billing Department. We will honor invoice errors as long as we are notified of them within ninety (90) days. If more than ninety (90) days have elapsed we may decline the refund request. If a refund is in order it will go onto 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 a charge from SiteHarbour, please contact us at support@siteharbour.com or submit a ticket from the client portal. Any received chargebacks will incur a fifty dollar ($50) investigation fee on the associated billing account and all services will be immediately suspended pending investigation. SiteHarbour may reject the future use of payment methods from an account for which a chargeback has been previously issued. Upon receipt of a chargeback or payment reversal, the account related to the payment may be suspended or terminated.
