Terms of Service
I. Money Back GuaranteeClouveo offer a 14 day money back guarantee, valid for the first 14 days of the inital purchase of service; this is applicable to the following services:
- Web Hosting
- Enterprise Hosting
- Web Hosting Resellers
- Cloud Servers
The following products and services are excluded from our money back guarantee:
- Domain Registrations, Transfers and Renewals
- Client Credit
Clouveo will issue a full refund via the original payment method for services within our 14 day money back guarantee period, it may take up to 7 working days for the refund to be processed, from the time that a refund is confirmed by the Billing Department; refer to section two for information on our refunds procedure.
The 14 day money back guarantee is invalid if:
- Clouveo suspect the 14 day money back guarantee is being exploited in any way
- The client/account holder or user of the service has breached any part of our Terms of Service or Acceptable Use Policy
II. RefundsClouveo will issue refunds at our sole discretion based on our 14-day money back guarantee policy, official refund requests are only accepted when the client contacts our Billing Department via the Support Ticketing system, any other requests for a refund (including via the 'Request Cancellation' form) are invalid.
III. CancellationsClients are entitled to cancel their service(s) with us at any time throughout the duration of their billing period, regardless of the billing cycle used. Clients who request a cancellation for services on lengthier billing periods (Quarterly, Semi-Annually and Annually) may request a refund in client credit for the unused months, this is only applicable in line with our 14-day money back guarantee.
IV. Late PaymentsClouveo generates renewal invoices at least 10 days before their due date, clients are therefore responsible for ensuring payments are made before or on the due date, Clouveo will not be held liable for any issues which may occur as a result of late payments. Clouveo will suspend the service if a payment has not been made by the due date, the service will remain suspended for 7 days before being terminated completely.
Clients who leave their services overdue for 4 days or more will incur a late fee of 20% of the total service cost if they wish to renew the service at that time.
V. Updates to PricingClouveo reserve the right to update our pricing structures at any time, at our own discretion. Clouveo will make reasonable attempts to inform clients of updates to our pricing structure, in the event that active services are affected by pricing updates, the new prices will take effect as of the next due date.
VI. Subscriptions & Automatic PaymentsClouveo utilizes payment gateways which allow clients to make payments automatically. These are optional, however, clients who opt for automatic payments are responsible for ensuring they cancel the automated payments through their payment gateway account – Any overpayments made as a result of failure to cancel automated/authorized payments will automatically be refunded into the client credit balance.
Payments via Debit/Credit Card are processed automatically on the service(s) due date unless the option to not store the card details is selected on checkout, alternatively you may contact the Billing Department to have automatic card payments disabled on your account. By utilizing the Debit/Credit Card payment gateway, you agree that Clouveo is authorized to take payments automatically unless otherwise specified and that the client is responsible for cancelling the service before the due date in order to prevent an automatic payment from being processed.
VII. Disputes & ChargebacksIn the event that a dispute or chargeback is opened with Clouveo by a client, Clouveo will suspend all services linked with that account, with immediate effect. Clouveo will follow the dispute and chargeback procedure via the relevant payment gateway, and depending on the outcome, Clouveo may terminate the client's account and services with immediate effect, or at the end of the billing period for the accounts service(s).
Clients should refrain from opening dispute/chargebacks, as this will void your eligibility for a refund, the Billing Department should be contacted directly via our support system for refund requests.
VIII. Backup of DataClouveo accepts no responsibility for loss of data, regardless of the cause. Unless otherwise outlined, Clouveo accepts no responsibility for backups of services; clients should use their own methods to regularly take backups of data. In the event that Clouveo offers complimentary backups of particular services, Clouveo makes no guarantee that these backups can be provided, or restored.
IX. LiabilityBy utilizing our services, clients are responsible for their actions, data, and services. Clouveo will not be held liable for any content that clients may store or utilize on our systems. Additionally, Clouveo will not be held liable for any losses that clients or users may incur, regardless of the cause; this is including but not limited to: Loss of income, data or traffic.
X. Action TakenClouveo reserve the right to suspend, impose limits or terminate services at our own discretion, with or without prior warning to the affected client(s). Clouveo also reserves the right to refuse clients use of our services at our own discretion.
XI. Multiple AccountsWhilst utilizing Clouveos Services, clients should hold no more than one account per individual, and one account per business or organisation. Clients who require more than one account should contact us for prior authorisation.
XII. Affiliates SystemBy utilizing our affiliates system, clients agree to use the system legitimately, clients may not spam (or falsely advertise to) others, additionally, clients may not use the affiliates system to refer themselves or duplicate accounts.
Clouveo may offer commission for each service referred to us, Clouveo reserve the right to modify the given commission at any time. A commission is paid into the affiliate balance after 15 days of referral if the referred client requests a refund in the first 14 days under our money back guarantee; the referrer will not receive their commission. Additionally, if a client is to dispute or chargeback their payment, the referrer will have their commission for the service removed.
Clients will need to withdraw their commission funds from their Affiliates account into their client credit balance or alternative payment method offered by Clouveo; the minimum withdrawal amount is currently £25.
XIII. Fraud PreventionClouveo utilizes FraudRecord and Maxmind to screen new orders for previous fraudulent activity and report existing clients who violate our Terms of Service. In a case of a violation, you may be reported to FraudRecord for misbehaviour using one-way hashed information. When registering to our services, clients agree to provide wholly accurate and legitimate information; In the event that Clouveo detects suspicious activity, clients may be required to provide Clouveo with authorization documents (such as proof of ID/Address) in order to verify their account and details.
XIV. Updates to Our PoliciesClouveo reserve the right to update our policies at any time, with or without prior warning to our clients or users.