Are there any setup fees for my account?

What if I need to upgrade my account plan?

Am I charged a fee when I upgrade or add any additional options?

How do you handle technical support?

Does it take a long time for you to answer support requests?

What about billing, how do I pay for my account?

What if I want to cancel my account?

I understand that my credit card or checking account will automatically be billed each month, but what happens if I do not have enough funds to cover the charges on my credit card or checking account?

How does your 30 day money back guarantee work?

What type of support do you not provide?

How do you deal with accounts that have violated your policies?

What about Domain Registration fees? Are these fees included in the price of the hosting fees?

Speaking of registering or transferring domain names, do you handle that for us?
 

Q. Are there any setup fees for my account?
A. No, we do not charge any setup fees for our hosting plans or reseller plans.

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Q. What if I need to upgrade my account plan?
A. It's easy. Send us an email with the necessary information and we will upgrade your existing plan.

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Q. Am I charged a fee when I upgrade or add any additional options?
A. No. Outside of the additional cost to add up to the cost of the new plan or option, we do not charge any other fees.

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Q. How do you handle technical support?
A. There is a link on nearly every page of our site that will take you to our online Technical Support Request Form. This form MUST be used for all support requests. This form contains information that helps us to distinguish you from our other clients so that we can better assist you.

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Does it take a long time for you to answer support requests?
A. Most general support requests are answered within just a few hours while more complicated issues/problems may take longer to address, none the less we stay in contact with you of the progress being made. If any major problems occur with our servers, we can assure you, they are being addressed before you even contact us. Sometimes things take longer to fix than what we would like but we can assure you that our servers are our first priority and any problems are handled immediately.

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Q. What about billing, how do I pay for my account?
A. When you sign up for an account you will have the choice to pay for your account using a check, or credit card or paypal. All credit card and check paying clients are setup on recurring billing, this means that your account will automatically be debited each month on the anniversary of the account setup date.

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Q. What if I want to cancel my account?
A. This is easy too. You enter the support Area and select Cancel An Account. Complete the requested information and submit, and your request will be handled promptly. Unlike other companies on the Internet, we do not put you through a bunch of red tape to get your account canceled - we believe that is a tacky way to do business.

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Q. I understand that my credit card or checking account will automatically be billed each month, but what happens if I do not have enough funds to cover the charges on my credit card or checking account?
A. Most people know how much credit they have on their credit cards or funds in their banking account and we count on that. We charge a $5.00 processing fee for each credit card that is declined and a $25.00 fee for charge back or returned checks. To avoid this fee, send us an email prior to your billing date and tell us when we can process your payment (within a reasonable time frame) to avoid these fees. When a credit card is declined or check is returned, we send you an email and provide you with 24 hours to submit a valid form of payment. Forms for changing your payment method are available in the Account Management Area. If we do not receive a valid form of payment, your account will be removed from our system. It's all about communication. If you will communicate with us things can run smoothly.

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Q. How does your 3 days money back guarantee work?
A. In the event that you become unhappy with our services within 3 days of your account activation, simply visit our support page and select Cancel An Account and provide us with the necessary information. Providing that the cancellation is within the 3 days period, we will credit your account. We DO NOT refund annual fees. We ask that all clients try us out for 3 days before paying for their account for a year in advance, this way we can be sure that you are satisfied with our services.

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Q. What type of support do you not provide?
A. Although we do not provide technical support for 3rd party software, scripts, or other software that you may utilize to build your site, this includes: front page, ASP, any html editors, any cgi scripts, however, we aren't rendering you completely helpless. Slip us a support request using our online support request form and we will do our utmost to assist you and if we can't, we will guide you in the right direction for assistance. If we can not assist you, we have implemented an Extended Support Section where you can obtain quotes from reasonable and reliable vendors who can assist you.

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Q. How do you deal with accounts that have violated your policies?
A. While most issues can be resolved between OnTimeHost It and the account in question, spamming violations are controlled by the backbone. In the event that the backbone receives a complaint due to spamming, they delete the account in question without any prior notice to either the account holder or Web Host It. We have VERY STRICT policies regarding spamming and will not tolerate it at all on our servers. If you have been deactivated by another hosting service for spamming complaints, it is highly possible that you will be deactivated on our servers in the event that you continue such activity. Our 3 days money back guarantee DOES NOT apply to ANY Policy Violators.

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Q. What about Domain Registration fees? Are these fees included in the price of the hosting fees?
A. No we do not pay any registration fees for any accounts. We would go broke and be out of business if we did this. It is your responsibility to pay your registration fees. You can visit our Domain Registration FAQ's section to view more information in regards to fees and the registration process.

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Q. Speaking of registering or transferring domain names, do you handle that for us?
A. We will handle the transfer of your existing domain name to our servers at your request when you sign up (only with Network Solutions). We also now register domain names, and for less than what Network Solutions charges. When you activate an account with us, you can also register a new domain name. The fee is $19.95 per year. Please visit our Domain Name Registration page for more information.

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DO YOU HAVE MORE QUESTIONS? Click on the Human Click Icon on the support page and we will assist you in real time! No downloads necessary.