Cancellation And Refund Policy
Terms of Service
Website Development, Ongoing Support & Internet Marketing
All Graphic Design, Web Design & Development and Ongoing services provided by Your Design Guys and Exaalgia Services are subject to the following terms and conditions.
Estimates & Contracts
Estimates provided to prospects will be honored for 30 days. A new quote will then be provided upon request. Contracts that have been written, but not signed by the client will only be accepted within 30 days of the delivery date. A new contract may be drawn up upon request.
Charges & Fees
Please see amended product box for special discounted rate and terms (above).
Any check payments that do not clear will be charged a $35 fee. Your Design Guys and Exaalgia retains the right to hold all graphics, and project development with the exception of content and graphics provided by the client, until payment is received for such items. (see copyright & ownership clause)
Payments
Your Design Guys and Exaalgia accepts payments via ACH and all major Credit Cards. Your project will not be released to you or uploaded until full payment is received.
Hours of Operation
Our business hours are Monday-Friday from 9am-5pm CST. If you require maintenance after the posted hours, such as on weekends or holidays, you will be charged our base rate of $100 per hour with an additional charge of $50 per hour for after hours assistance.
Copyright & Ownership
Upon completion of the project Your Design Guys and Exaalgia transfers all rights and ownership of CUSTOM designs and programming written by Your Design Guys and Exaalgia to the client. Software and third party graphics or programs are not transferred to the client and remain under copyright of their
Cancellation / Refund Policy
Cancellation of the project at the request of the Client must be made in writing. In the event cancellation is requested, we shall have the right to retain all payments to date, and any invoiced amounts will be deemed payable on the contract. In the event this amount is not sufficient to cover the Development time and expense already invested in the project, additional payment will be due for the hours incurred at Your Design Guys and Exaalgia hourly rate. Due to the intensive hours taken to design a website we do not offer refunds. You will have rights to all work completed and it will be transferred within 72 Business hours of cancellation.
Chargebacks
Your Design Guys and Exaalgia will not negotiate chargebacks with any person or company. Our Refund policies are clearly stated above, and all clients are asked to read and agree to our terms of service prior to the start of any project.
Development & Delivery
Your Design Guys and Exaalgia understands the importance of completing projects in a timely manner. We agree to complete the web design project within 90 days from the date of final feedback from client. If the client does not supply Your Design Guys and Exaalgia with complete text, graphic content and other requested materials for the contracted client within 90 days of contract signing, the contract becomes void and all deposits paid by the client are forfeited. The client may request a Project Extension in writing to Your Design Guys and Exaalgia for an additional fee of 20% of the project total cost for every 30 days of extension. All extension fees are due upon agreement of the extension between Your Design Guys and Exaalgia and the client.
Non-Communication
If we are unable to communicate with a client on a project for a duration of at least Thirty days (30) by phone or email during the design and development process, the project will be canceled without prior notice and no refund will be issued.
Liability
Services purchased from Your Design Guys and Exaalgia are provided “as is” without warranty of any kind that the web design project will be uninterrupted or error free. In no event shall Your Design Guys and Exaalgia be liable to the client for any direct, indirect, special, punitive, incidental, or consequential damages arising out of the use of the website, services, and/ore goods provided to the client. This includes, without limitation, lost profits, business interruption, loss of data or other losses directly resulting from the use of the website, services, and/or goods provided to the client. The entire risk as to the quality and performance of the web design is with the client.
Acceptance
Please note that by submitting your Deposit or down payment for our services you are agreeing to all of our terms of service as written here. Your Design Guys and Exaalgia reserves the right to change or update these terms at any time without prior notice.
Ongoing Support & Internet Marketing Services
Are subject to the above terms and are paid on a yearly, monthly or hourly basis depending on the agreement details as stated in the original estimate(s).
User Agreement & Hosting Terms of Service
The use of services from Your Design Guys(hereafter referred to as "YDG") and Exaalgia constitutes agreement to these terms.
1.) Account Setup / Email on file
We will setup your account after we have received payment and we and/or our payment partner(s) have screened the order(s) incase of fraud. It is your responsibility to provide us with an email address which is not @ the domain(s) you are signing up under. If there is ever an abuse issue or we need to contact you, the primary email address on file will be used for this purpose. It is your responsibility to ensure the email address on file is current or up to date at all times. Providing false contact information of any kind may result in the termination of your account. In dedicated server purchases or high risk transactions, it will be necessary to provide government issued identification and possibly a scan of the credit card used for the purchase. If you fail to meet these requirements, the order may be considered fraudulent in nature and be denied.
Transfers
Our transfers team will make every effort to help you move your site to us. However, transfers are provided as a courtesy service, and we can not make guarantees regarding the availability, possibility, or time required to complete an account transfer. Each hosting company is configured differently, and some hosting platforms save data in an incompatible or proprietary format, which may make it extremely difficult if not impossible to migrate some or all account data. We will try our best, but in some cases we may be unable to assist you in a transfer of data from an old host.
2.) Content
All services provided by Your Design Guys and Exaalgia may only be used for lawful purposes. The laws of the State of Arizona, and the United States of America apply.
The customer agrees to indemnify and hold harmless Your Design Guys and Exaalgia from any claims resulting from the use of our services.
Use of our services to infringe upon any copyright or trademark is prohibited. This includes but is not limited to unauthorized copying of music, books, photographs, or any other copyrighted work. The offer of sale of any counterfeit merchandise of a trademark holder will result in the immediate termination of your account. If you believe that your copyright or trademark is being infringed upon, please email info@exaalgia.com with the information required. A list of required information may be found here. If the request is of a licensing issue, we may require further documentation.
Examples of unacceptable material on all Shared and Reseller servers include:
IRC Bots, Proxy Scripts / Anonymizers, Pirated Software / Warez, image, filedump, mirror, or banner-ad services (similar to rapidshare, photobucket, or commercial banner ad rotation), affiliate servers, topsites, commercial audio streaming (more than one or two streams), Escrow, High-Yield Interest Programs (HYIP) or related sites, Investment sites (FOREX, egold exchange), sale of any controlled substance without prior proof of appropriate permit(s), AutoSurf sites, Bank Debentures, Bank Debenture Trading Programs, Prime Banks Programs, lottery sites, muds / rpg’s, hate sites, hacker focused sites/archives/programs, or sites promoting illegal activities, IP Scanners, Brute Force Programs, Mail Bombers and Spam Scripts. Forums and or websites that distribute or link to warez content are prohibited.
Using a shared account as a backup/storage device is not permitted, with the exception of one cPanel backup of the same account.
Examples of unacceptable material on Dedicated servers include:
Pirated Software / Warez, Escrow, High-Yield Interest Programs (HYIP) or related sites, Investment sites (FOREX, egold exchange), sale of any controlled substance without prior proof of appropriate permit(s), AutoSurf sites, Bank Debentures, Bank Debenture Trading Programs, Prime Banks Programs, lottery sites, hate sites, hacker focused sites/archives/programs, or sites promoting illegal activities, IP Scanners, Brute Force Programs, Mail Bombers and Spam Scripts. Forums and or websites that distribute or link to warez content are prohibited.
Your Design Guys and Exaalgia Hosting, including all related equipment, networks and network devices are provided only for authorized customer use. Your Design Guys and Exaalgia Hosting may monitor all accounts for all lawful purposes, including to ensure that use is authorized, for management of the system, to facilitate protection against unauthorized access, and to verify security procedures, survivability and operational security. During monitoring, information may be examined, recorded, copied and used for authorized purposes. Use of Your Design Guys and Exaalgia Hosting constitutes consent to monitoring for these purposes.
We reserve the right to refuse service to anyone. Any material that, in our judgment, is obscene, threatening, illegal, or violates our terms of service in any manner may be removed from our servers (or otherwise disabled), with or without notice.
Failure to respond to email from our abuse department within 48 hours may result in the suspension or termination of your services. All abuse issues must be dealt with via trouble ticket/email and will have a response within 48 hours.
If in doubt regarding the acceptability of your site or service, please contact us via our contact form or email and we will be happy to assist you.
Potential harm to minors is strictly forbidden, including but not limited to child pornography or content perceived to be child pornography (Lolita):
Any site found to host child pornography or linking to child pornography will be suspended immediately without notice.
Resellers: we will suspend the site in question and will notify you so you may terminate the account. We will further monitor your activity; more than one infraction of this type may result in the immediate termination of your account.
Direct customers: Your services will be terminated with or without notice.
Violations will be reported to the appropriate law enforcement agency.
It is your responsibility to ensure that scripts/programs installed under your account are secure and permissions of directories are set properly, regardless of installation method. When at all possible, set permissions on most directories to 755 or as restrictive as possible. Users are ultimately responsible for all actions taken under their account. This includes the compromise of credentials such as username and password. It is required that you use a secure password. If a weak password is used, your account may be suspended until you agree to use a more secure password. Audits may be done to prevent weak passwords from being used. If an audit is performed, and your password is found to be weak, we will notify you and allow time for you to change/update your password.
3.) Zero Tolerance Spam Policy
We take a zero tolerance stance against sending of unsolicited e-mail, bulk emailing, and spam. “Safe lists” and “double opt-in” will be treated as spam. Any user who sends out spam will have their account terminated with or without notice.
Sites advertised via SPAM (Spamvertised) may not be hosted on our servers. This provision includes, but is not limited to SPAM sent via fax, email, instant messaging, or usenet/newsgroups. No organization or entity listed in the ROKSO may be hosted on our servers. Any account which results in our IP space being blacklisted will be immediately suspended and/or terminated.
Your Design Guys and Exaalgia Hosting reserves the right to require changes or disable as necessary any web site, account, database, or other component that does not comply with its established policies, or to make any such modifications in an emergency at its sole discretion.
Your Design Guys and Exaalgia Hosting reserves the right to charge the holder of the account used to send any unsolicited e-mail a clean up fee. This cost of the clean up fee is entirely at the discretion Your Design Guys and Exaalgia.
4.) Payment Information
You agree to supply appropriate payment for the services received from Your Design Guys and Exaalgia, in advance of the time period during which such services are provided. You agree that until and unless you notify Your Design Guys and Exaalgia of your desire to cancel any or all services received, those services will be billed on a recurring basis.
Cancellations must be done in writing via the cancellation form provided or via email. Once we receive your cancellation and have confirmed all necessary information with you via e-mail, we will inform you in writing (typically email) that your account has been canceled. Your cancellation confirmation will contain a ticket/tracking number in the subject for your reference, and for verification purposes. You should immediately receive an automatic “Your request has been received…” email with a tracking number. An employee will confirm your request (and process your cancellation) shortly thereafter. If you do not hear back from us, or do not receive the automatic confirmation email within a few minutes after submitting your cancellation, please contact us immediately via phone. We require that cancellations of service are done through the online form to (a) confirm your identity, (b) confirm in writing you are prepared for all files/emails to be removed, and (c) document the request. This process reduces the likelihood of mistakes, fraudulent/malicious requests, and ensures you are aware that the files, emails, and account may be removed immediately after a cancellation request is processed.
As a client of Your Design Guys and Exaalgia, it is your responsibility to ensure that your payment information is up to date, and that all invoices are paid on time. Your Design Guys and Exaalgia provides a 7 day grace period from the time the invoice is due and when it must be paid. Any invoice that is overdue for 30 days and not paid will result in a $35 late fee and/or an account suspension until account balance has been paid in full.
Invoices that have been paid more than once with multiple Paypal Subscriptions can only be added as credit towards the account and cannot be refunded via Paypal. If you require assistance with this provision, please contact info@exaalgia.com
Your Design Guys and Exaalgia reserves the right to change the monthly payment amount and any other charges at anytime.
5.) Backups and Data Loss
Your use of the service is at your sole risk. Your Design Guys and Exaalgia Hosting is not responsible for files and/or data residing on your account. You agree to take full responsibility for files and data transferred and to maintain all appropriate backup of files and data stored on Your Design Guys and Exaalgia servers.
6.) Cancellations and Refunds
Your Design Guys and Exaalgia reserves the right to cancel the account at any time with or without notice.
Any abuse of our staff in any medium or format will result in the suspension or termination of your services.
Customers may cancel at any time via a cancellation form or via email. Your Design Guys and Exaalgia gives you an unconditional 30 day money back guarantee on managed shared hosting, dedicated server, and reseller solutions for any customer who paid the first invoice with a credit card or with Paypal.
There are no refunds on dedicated servers, administrative fees, install fees for custom software, or domain name purchases. Refund requests for shared and reseller accounts after the initial 30 days will be refunded on a prorated basis of any unused time.
Only first-time accounts are eligible for a refund. For example, if you’ve had an account with us before, canceled and signed up again, you will not be eligible for a refund or if you have opened a second account with us.
Violations of the Terms of Service or User Agreement will waive the refund policy.
7a.) Resource Usage
User may not:
a) Use 25% or more of system resources for longer then 90 seconds. There are numerous activities that could cause such problems; these include: CGI scripts, FTP, PHP, HTTP, etc.
b) Run stand-alone, unattended server-side processes at any point in time on the server. This includes any and all daemons, such as IRCD.
c) Run any type of web spider or indexer (including Google Cash / AdSpy) on shared servers.
d) Run any software that interfaces with an IRC (Internet Relay Chat) network.
e) Run any bit torrent application, tracker, or client. You may link to legal torrents off-site, but may not host or store them on our shared servers.
f) Participate in any file-sharing/peer-to-peer activities
g) Run any gaming servers such as counter-strike, half-life, battlefield1942, etc
h) Run cron entries with intervals of less than 15 minutes
When using PHP include functions for including a local file, include the local file rather than the URL. Instead of include(“https://yourdomain.com/include.php”) use include(“include.php”)
7b.) INODES
The use of more than 50,000 inodes on any shared account may potentially result in suspension. Accounts found to be exceeding the 50,000 inode limit will automatically be removed from our backup system to avoid overusage. Every file (a webpage, image file, email, etc) on your account uses up 1 inode.
Sites that slightly exceed our inode limits are unlikely to be suspended; however, accounts that constantly create and delete large numbers of files on a regular basis, have hundreds of thousands of files, or cause file system damage may be flagged for review and/or suspension.
The primary cause of excessive inodes seems to be due to users leaving their catchall address enabled, but never checking their primary account mailbox. Over time, tens of thousands of messages (or more) build up, eventually pushing the account past our inode limit. To disable your default mailbox, login to cPanel and choose “Mail”, then “Default Address”, “Set Default Address”, and then type in: :fail: No such user here
8.) Bandwidth Usage
You are allocated a monthly bandwidth allowance. This allowance varies depending on the hosting package you purchase. Should your account pass the allocated amount we reserve the right to suspend the account until the start of the next allocation, suspend the account until more bandwidth is purchased at an additional fee, suspend the account until you upgrade to a higher level of package, terminate the account and/or charge you an additional fee for the overages. Unused transfer in one month cannot be carried over to the next month.
9a.) Money back Guarantee
On dedicated servers and colocation no full refund will be honored — the 30 day money back guarantee does not apply. We reserve the right to refund a prorated amount or no refund at all.
Each of Your Design Guys and Exaalgia managed shared and reseller servers carry a 30 day unconditional money back guarantee on them. If you are not completely satisfied with our services within the first 30 days of your service, you will be given a full refund of the contract amount. Remember, this is only for monthly shared or reseller packages and does not apply to dedicated servers, administrative fees, install fees for custom software, or domain name purchases.
9b.) Uptime Guarantee
If your shared / reseller server has a physical downtime that is not within the 99.9% uptime you may receive one month of credit on your account. Approval of the credit is at the discretion of Your Design Guys and Exaalgia dependant upon justification provided. Third party monitoring service reports may not be used for justification due to a variety of factors including the monitor’s network capacity/transit availability. The uptime of the server is defined as the reported uptime from the operating system and the Apache Web Server which may differ from the uptime reported by other individual services. To request a credit, please contact info@exaalgia.com with justification. All requests must be made in writing via email. Uptime guarantees only apply to shared / reseller solutions. Dedicated servers are covered by a network guarantee in which the credit is prorated for the amount of time the server is down which is not related to our uptime guarantee.
10.) Reseller: Client Responsibility
Resellers are responsible for supporting their clients. Your Design Guys and Exaalgia does not provide support to our Reseller’s Clients. If a reseller’s client contacts us, we reserve the right to place the client account on hold until the reseller can assume their responsibility for their client. All support requests must be made by the reseller on their clients’ behalf for security purposes. Resellers are also responsible for all content stored or transmitted under their reseller account and the actions of their clients’. Your Design Guys and Exaalgia will hold any reseller responsible for any of their clients actions that violate the law or the terms of service.
11.) Shared (non-reseller accounts) / Semidedicated Servers
Shared accounts may not resell web hosting to other people, if you wish to resell hosting you must use a reseller account. Semidedicated servers are not backed up. You must maintain your own backups.
12.) Dedicated Servers
Your Design Guys and Exaalgia reserves the right to reset the password on a dedicated server if the password on file is not current so that we may do security audits as required by our datacenter. It is the responsibility of the client to ensure that there is a valid email address and current root password on file for their dedicated server on file to prevent downtime from forced password resets. Your Design Guys and Exaalgia reserves the right to audit servers as needed and to perform administrative actions at the request of our datacenter. Dedicated servers are NOT backed up by us and it is the responsibility of the client to maintain backups or have a solution for this. You may purchase an additional hard drive and maintain backups to it as the most simple solution. Please contact info@exaalgia.com if you wish to obtain a secondary hard drive. It is your responsibility to maintain backups.
13.) Price Change
The amount you pay for hosting may change with written notice. We reserve the right to change prices listed on our company websites, and the right to increase the amount of resources given to plans at any time.
14a.) Indemnification
Customer agrees that it shall defend, indemnify, save and hold Your Design Guys and Exaalgia harmless from any and all demands, liabilities, losses, costs and claims, including reasonable attorney’s fees asserted against Your Design Guys and Exaalgia, its agents, its customers, officers and employees, that may arise or result from any service provided or performed or agreed to be performed or any product sold by customer, its agents, employees or assigns. Customer agrees to defend, indemnify and hold harmless Your Design Guys and Exaalgia against liabilities arising out of; (1) any injury to person or property caused by any products sold or otherwise distributed in connection with Your Design Guys and Exaalgia; (2) any material supplied by customer infringing or allegedly infringing on the proprietary rights of a third party; (3) copyright infringement and (4) any defective products sold to customers from Your Design Guys and Exaalgia server.
14b.) Arbitration
By using any Your Design Guys and Exaalgia services, you agree to submit to binding arbitration. If any disputes or claims arise against Your Design Guys and Exaalgia or its subsidiaries, such disputes will be handled by an arbitrator of Your Design Guys and Exaalgia choice. An arbitrator from the American Arbitration Association or the National Arbitration Forum will be selected in the state of Arizona. Arbitrators shall be attorneys or retired judges and shall be selected pursuant to the applicable rules. All decisions rendered by the arbitrator will be binding and final. The arbitrator’s award is final and binding on all parties. The Federal Arbitration Act, and not any state arbitration law, governs all arbitration under this Arbitration Clause. You are also responsible for any and all costs related to such arbitration.
15.) Disclaimer
Your Design Guys and Exaalgia shall not be responsible for any damages your business may suffer. Your Design Guys and Exaalgia makes no warranties of any kind, expressed or implied for services we provide. Your Design Guys and Exaalgia disclaims any warranty or merchantability or fitness for a particular purpose. This includes loss of data resulting from delays, no deliveries, wrong delivery, and any and all service interruptions caused by Your Design Guys and Exaalgia and its employees.
16.) Disclosure to law enforcement
Your Design Guys and Exaalgia may disclose any subscriber information to law enforcement agencies without further consent or notification to the subscriber upon lawful request from such agencies.
We will cooperate fully with law enforcement agencies.
17.) Changes to the Terms of Services
Your Design Guys and Exaalgia reserves the right to revise its policies at any time without notice.
Website Development & Ongoing Support
POST LAUNCH & INITIAL WEBSITE SUPPORT (Now that your new website is online)
Maintenance (changes or updates) on your new web site is included for the first 30 days after launch date. It is that time that we can still address any minor changes/updates to the site as well as website related questions & tutorials. We DO NOT provide ANY support after this initial 30 days post site launch. It is up to the client to do their due-diligence to check and test the site prior to the approval and launch of the new website. Any and all website related changes, questions, updates and support issues outside this 30 day post launch window will be billed at our normal hourly rate of $100/hour (Our hourly rate is subject to change without written notice). If you require any additional website support it is highly recommended that you sign-up online or thru one of our staff members with one of our ongoing website support plans. If you would like more info about our ongoing support plans then please send us email request.
ONGOING MAINTENANCE, WEBSITE SUPPORT & INTERNET MARKETING
Customized support packages can include but are not limited to the following: Phone & Email Support, Basic Website Changes & Updates, Tutorial and Training Sessions, Monthly Website & Database Backup, Email Configuration & Management, Website Management, Blog Management & Moderation, Social Networking Management & Moderation, Search Engine Optimization (SEO), Pay Per Click Management, eNewsletter & Mailing List Management, eCommerce & Product Management.