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Charlottezweb.com, LLC's Acceptable
Use Policy ("AUP") is provided to give our customers and users a clear
understanding of what Charlottezweb expects of them while using the service.
All users of Charlottezweb's Internet services, those who access some of our
Services but do not have accounts, as well as those who pay a service fee to
subscribe to the Services, must comply with this AUP and our TOS (Terms of
Use of Charlottezweb Service constitutes acceptance and agreement to
Charlottezweb's AUP as well as Charlottezweb's TOS (Terms of Service).
We support the uncensored flow of information and ideas over the Internet
and do not actively monitor subscriber activity under normal circumstances.
Similarly, we do not exercise editorial control over the content of any web
site, e-mail transmission, newsgroups, or other material created or
accessible over or through the services, except for certain proprietary Web
sites. However, in accordance with our TOS (Terms of Service), we may remove
any materials that, in our sole discretion, may be illegal, may subject us
to liability, or which may violate this AUP. Charlottezweb may cooperate
with legal authorities and/or third parties in the investigation of any
suspected or alleged crime or civil wrongdoing. Your violation of this AUP
may result in the suspension or immediate termination of either your
Charlottezweb account or other actions as detailed in Section 3 WITHOUT PRIOR NOTICE.
This document is intended to provide a basic understanding of
Charlottezweb's Acceptable Use Policy. The following are guidelines for the
establishment and enforcement of the AUP:
service to our customers
Ensure security and
privacy of our systems and network, as well as the networks and systems of
reputation as a responsible service provider
responsible use of the Internet and discourage activities which reduce the
usability and value of Internet services
Preserve the value
of Internet resources as a conduit for free expression and exchange of
privacy and security of individual users
Charlottezweb intends to
provide its customers access to everything the Internet has to offer. While
we're firmly committed to the principles of free speech, certain activities
may be damaging to the resources of both Charlottezweb servers and the Internet
and cannot be permitted under the guise of free speech. The resources of Charlottezweb and the Internet are limited, and abuse of these resources by
one user has a negative impact on the entire community.
We do not routinely monitor the activity of accounts except for measurements
of system utilization and the preparation of billing records. However, in
our efforts to promote good citizenship within the Internet community, we
will respond appropriately if we become aware of inappropriate use of our
You may not use your hosting account (dedicated, shared or reseller) to publish
material which Charlottezweb determines at its sole discretion, to be
unlawful, indecent or objectionable. For purposes of this policy, "material"
refers to all forms of communications including narrative descriptions,
graphics (including photographs, illustrations, images, drawings, logos),
executable programs, video recordings and audio recordings.
If a Charlottezweb account is used to violate the Acceptable Use Policy or
our TOS, we reserve the right to terminate your service without notice.
We prefer to advise customers of inappropriate behavior and any necessary
corrective action, however, flagrant violations of the Acceptable Use Policy
will result in immediate termination of service. Our failure to enforce this
policy, for whatever reason, shall not be construed as a waiver of our right
to do so at any time.
As a member of our network community, you must use your Internet access
responsibly. If you have any questions regarding this policy, please contact
VIOLATIONS OF Charlottezweb ACCEPTABLE USE POLICY
The following constitute violations of this AUP:
Charlottezweb's services may not be used for illegal purposes, or in
support of illegal activities. Charlottezweb reserves the right to
cooperate with legal authorities and/or injured third parties in the
investigation of any suspected crime or civil wrongdoing.
Harm to minors: Use
of the Charlottezweb service to harm, or attempt to harm, minors in any
way, including, but not limited to child pornography.
Threats: Use of the
Charlottezweb service to transmit any material (by e-mail, uploading,
posting or otherwise) that threatens or encourages bodily harm or
destruction of property.
Harassment: Use of
the Charlottezweb service to transmit any material (by e-mail, uploading,
posting or otherwise) that harasses another.
Use of Charlottezweb service to make fraudulent offers to sell or buy
products, items, or services, or to advance any type of financial scam
such as "pyramid schemes," "ponzi schemes," and "chain letters."
impersonation: Adding, removing or modifying identifying network
header information in an effort to deceive or mislead is prohibited.
Attempting to impersonate any person by using forged headers or other
identifying information is prohibited. The use of anonymous remailers or
nicknames does not constitute impersonation.
Unsolicited commercial e-mail /
Unsolicited bulk e-mail
(SPAM) Use of the Charlottezweb service to transmit any unsolicited commercial
or unsolicited bulk e-mail is expressly prohibited. Violations of this type will
result in the immediate termination of the offending Charlottezweb account with
E-mail / News Bombing: Malicious
intent to impede another person's use of electronic mail services or news
will result in the immediate termination of the offending Charlottezweb
E-mail / Message
Forging: Forging any message header, in part or whole, of any
electronic transmission, originating or passing through the Charlottezweb
service is in violation of this AUP.
Charlottezweb has a zero tolerance policy for the use of its network for
the posting of messages or commercial advertisements, which violate the
rules, regulations, FAQ or charter of any newsgroups or mailing list.
Commercial messages that are appropriate under the rules of a newsgroup or
mailing list or that are solicited by the recipients are permitted.
Use of the Charlottezweb service to access, or to attempt to access, the
accounts of others, or to penetrate, or attempt to penetrate, security
measures of Charlottezweb's or another entity's computer software or
hardware, electronic communications system, or telecommunications system,
whether or not the intrusion results in the corruption or loss of data, is
expressly prohibited and the offending Charlottezweb account is subject to
Copyright or trademark
infringement: Use of the Charlottezweb service to transmit any
material (by e-mail, uploading, posting or otherwise) that infringes any
copyright, trademark, patent, trade secret or other proprietary rights of
any third party, including, but not limited to, the unauthorized copying
of copyrighted material, the digitization and distribution of photographs
from magazines, books, or other copyrighted sources, and the unauthorized
transmittal of copyrighted software.
Collection of personal
data: Use of the Charlottezweb service to collect, or attempt to
collect, personal information about third parties without their knowledge
Network disruptions and
unfriendly activity: Use of the Charlottezweb service for any activity
which affects the ability of other people or systems to use Charlottezweb
Services or the Internet. This includes "denial of service" (DOS) attacks
against another network host or individual user. Interference with or
disruption of other network users, services or equipment is prohibited. It
is the Member's responsibility to ensure that their network is configured
in a secure manner. A Subscriber may not, through action or inaction,
allow others to use their network for illegal or inappropriate actions. A
Subscriber may not permit their network, through action or inaction, to be
configured in such a way that gives a third party the capability to use
their network in an illegal or inappropriate manner. Unauthorized entry
and/or use of another company and/or individual's computer system will
result in immediate account termination. Charlottezweb will not tolerate
any subscriber attempting to access the accounts of others, or penetrate
security measures of other systems, whether or not the intrusion results
in corruption or loss of data.
Fraud: Involves a
knowing misrepresentation or misleading statement, writing or activity
made with the intent that the person receiving it will act upon it.
Copyright, Patent, Trademark, Trade Secret, or Intellectual Property
Rights: Distribution and/or posting of copyrighted or the
aforementioned infringements will not be tolerated.
Viruses: Intentional distributions of software that attempts to and/or
causes damage, harassment, or annoyance to persons, data, and/or computer
systems are prohibited. Such an offense will result in the immediate
termination of the offending account.
Inappropriate Use of
Software: Use of software or any device that would facilitate a
continued connection, i.e. pinging, while using Charlottezweb services
could result in suspension service.
Accountability: Charlottezweb subscribers will be held responsible and
accountable for any activity by third parties, using their account, that
violates guidelines created within the Acceptable Use Policy.
Charlottezweb Accounts: It is absolutely forbidden to host
pornographic content or IRC servers on Charlottezweb accounts. Accounts found hosting this material will be subject to immediate
cancellation without refund.
IRC networks: It is
absolutely forbidden to host an IRC server that is part of or connected to
another IRC network or server. Servers found to be connecting to or part
of these networks will be immediately removed from our network without
notice. The server will not be reconnected to the network until such time
that you agree to completely remove any and all traces of the irc server,
and agree to let us have access to your server to confirm that the content
has been completely removed. Any server guilty of a second violation will
result in immediate account termination.
You are responsible for any misuse of your account, even if the
inappropriate activity was committed by a friend, family member, guest or
employee. Therefore, you must take steps to ensure that others do not gain
unauthorized access to your account. In addition, you may not use your
account to breach security of another account or attempt to gain
unauthorized access to another network or server.
Your password provides
access to your account. It is your responsibility to keep your password(s)
complex, unique and
Sharing your password and
account access with unauthorized users is prohibited. You should take care
to prevent others from using your account since you will be held
responsible for such use.
Attempting to obtain
another user's account password is strictly prohibited, and may result in
termination of service.
You must adopt adequate
security measures to prevent or minimize unauthorized use of your account.
You may not attempt to
circumvent user authentication or security of any host, network or
account. This includes, but is not limited to, accessing data not intended
for you, logging into or making use of a server or account you are not
expressly authorized to access, or probing the security of other networks.
Use or distribution of tools designed for compromising security is
prohibited. Examples of these tools include, but are not limited to,
password guessing programs, cracking tools or network probing tools.
You may not attempt to
interfere with service to any user, host or network ("denial of service
attacks"). This includes, but is not limited to, "flooding" of networks,
deliberate attempts to overload a service, and attempts to "crash" a host.
Users who violate systems
or network security may incur criminal or civil liability. Charlottezweb
will cooperate fully with investigations of violations of systems or
network security at other sites, including cooperating with law
enforcement authorities in the investigation of suspected criminal
operate on shared resources. Excessive use or abuse of these shared network
resources by one customer may have a negative impact on all other customers.
Misuse of network resources in a manner which impairs network performance is
prohibited by this policy and may result in termination of your account.
You are prohibited from excessive consumption of resources, including CPU
time, memory, disk space and session time. You may not use
resource-intensive programs which negatively impact other customers or the
performances of Charlottezweb systems or networks. Charlottezweb reserves
the right to terminate or limit such activities. Should you have the
desire to use a questionable script, please contact support BEFORE
utilizing it to seek permission to install and run it on your account.
REPORTING VIOLATIONS OF Charlottezweb AUP
Charlottezweb requests that anyone who believes that there is a violation of
this AUP direct the information to the Abuse Department at
If available, please provide the following information:
The IP address used to
commit the alleged violation
The date and time of the
alleged violation, including the time zone or offset from GMT
Evidence of the alleged
E-mail with full header
information provides all of the above, as do system log files. Other
situations will require different methods of providing the above
information. Charlottezweb may take any one or more of the following actions
in response to complaints:
Issue written or verbal
Suspend the Member's
newsgroup posting privileges
Suspend the Member's
Terminate the Member's
Bill the Member for
administrative costs and/or reactivation charges
Bring legal action to
enjoin violations and/or to collect damages, if any, cause by violations
REVISIONS TO THIS ACCEPTABLE USE POLICY
Charlottezweb reserves the
right to revise, amend, or modify this AUP, our TOS (Terms of Service) and
our other policies and agreements at any time and in any manner. Notice of
any revision, amendment, or modification will be posted in accordance with
our TOS (Terms of Service).
Terms of Service
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Charlottezweb.com, LLC ("The Company") agrees to furnish services to the Subscriber,
subject to the following TOS (Terms of Service).
Use of Charlottezweb Service constitutes acceptance and agreement to
Charlottezweb's AUP as well as Charlottezweb's TOS (Terms of Service).
All provisions of this contract are subject to the TOS (Terms of Service) of
AUP (Acceptable Use Policy). The
AUP may be changed from time to time at the discretion of the Company.
Subscriber understands that change to the AUP by the Company shall not be
grounds for early contract termination or non-payment.
Revision Date: August 8, 2016
-Added details to the "Domain
Name Policies" section per registry requirements.
existing TOS into subcategories.
Subscriber acknowledges that the nature of the service furnished and the initial
rates and charges have been communicated to Subscriber. Subscriber is aware that
the Company may prospectively change the specified rates and charges from time
to time. Subscribers, once setup, are locked into their initial pricing which
cannot be raised for that specific account throughout the non-broken duration of
that specific account. Any additional accounts ordered will be subject to
current pricing at the time of order.
Establishment of this service is dependent upon receipt by the Company of
payment of stated charges. Subsequent payments are due on the anniversary date
of the month (or quarter or year, if applicable) for that month's service.
Fees: Service will be interrupted on accounts that reach 30 days (including
non-business days and holidays) past due. Service interrupted for nonpayment may
be subject to a $10 reconnect charge. Accounts that are not collectable by
Charlottezweb may be turned over to an outside collection agency for collection.
If your account is turned over for collection, you agree to pay the company a
"Processing and Collection" Fee of not less than $15 nor more than $25. If you
desire to cancel your account, please follow the proper procedure to do this as
outlined in this TOS.
Charlottezweb offers a 30-day money back guarantee on your first month of
service fees. If you are in any way unsatisfied with services DURING your first
30 days, you may cancel your account and have all monies refunded in full.
Account cancellations after the first 30 days will result in no refunds unless
you have paid quarterly or yearly dues in advance. In these cases, you will be
refunded the pro-rated amounts starting with the first full month of unused
services. For example, should you cancel a yearly contract during the second
month, you will be refunded the remaining 10 months (proportional to the amount
per month based on the discounted yearly rate) in full.
overcharges or billing disputes must be reported within 60 days of the time the
dispute occurred. If you dispute a charge to your credit card issuer that, in
Charlottezweb's sole discretion is a valid charge under the provisions of the
TOS and /or AUP, you agree to pay Charlottezweb an "Administrative Fee" of not
less than $25 and not more than $100.
Failure to Pay:
The Company may temporarily deny service or terminate this Agreement upon the
failure of Subscriber to pay charges when due. Such termination or denial will
not relieve Subscriber of responsibility for the payment of all accrued charges,
plus reasonable interest and any collection fees.
Cancellation: Charlottezweb's preferred method of cancellation is via the Client
Area of your Charlottezweb.com account. Once logged in, you can view your
current accounts and request cancellation as needed. Emailed cancellation
requests are also acceptable.
Disruption: Subscriber acknowledges that the service provided is of such a
nature that service can be interrupted for many reasons other than the
negligence of the company and that damages resulting from any interruption of
service are difficult to ascertain. Therefore, subscriber agrees that the
company shall not be liable for any damages arising from such causes beyond the
direct and exclusive control of the company. Subscriber further acknowledges
that the company's liability for its own negligence may not in any event exceed
an amount equivalent to charges payable by subscriber for services during the
period damages occurred. In no event shall the company be liable for any special
or consequential damages, loss or injury.
Information: You must provide us with, and keep current, good contact
information for you. E-mail, telephone and fax contacts are used, in that order
Ownership: If Charlottezweb assigns Customer an Internet Protocol address for
Customer's use, the right to use that Internet Protocol address shall belong
only to Charlottezweb, and Customer shall have no right to use that Internet
Protocol address except as permitted by Charlottezweb in its sole discretion in
connection with the Services, during the term of this Agreement. Charlottezweb
shall maintain and control ownership of all Internet Protocol numbers and
addresses that may be assigned to Customer by Charlottezweb, and Charlottezweb
reserves the right to change or remove any and all such Internet Protocol
numbers and addresses, in its sole and absolute discretion. Our allocation of IP
addresses is limited by ARIN's new policies. These new policies state that use
of IP addresses for IP based virtual hosts will not be accepted as justification
for new IP addresses. What this means to you is that you MUST use name-based
hosting where possible. We will periodically review IP address usage, and if we
find that clients are using IP addresses where name-based hosting could be used,
we will revoke authorization to use those IP addresses that could be used with
Disk Usage: Customer agrees that bandwidth and disk usage shall not exceed the
number of megabytes per month for the Services ordered by Customer on the Order
Form (the "Agreed Usage"). Charlottezweb will monitor Customer's bandwidth and
disk usage. Charlottezweb shall have the right to take corrective action if
Customer's bandwidth or disk usage exceeds the Agreed Usage. Such corrective
action may include the assessment of additional charges, disconnection or
discontinuance of any and all Services, or termination of this Agreement, which
actions may be taken is in Charlottezweb's sole and absolute discretion. If
Charlottezweb takes any corrective action under this section, Customer shall not
be entitled to a refund of any fees paid in advance prior to such action.
Network Security: Users are prohibited from violating or attempting to violate
the security of the Charlottezweb Network. Violations of system or network
security may result in civil or criminal liability. Charlottezweb will
investigate occurrences, which may involve such violations and may involve, and
cooperate with, law enforcement authorities in prosecuting Users who are
involved in such violations. These violations include, without limitation:
-Accessing data not intended for such User or logging into a server or account,
which such User is not authorized to access.
-Attempting to probe, scan or
test the vulnerability of a system or network or to breach security or
authentication measures without proper authorization.
interfere with service to any user, host or network, including, without
limitation, via means of overloading, "flooding", "mail bombing" or "crashing".
-Forging any TCP/IP packet header or any part of the header information in any
e-mail or newsgroup posting.
-Taking any action in order to obtain services
to which such User is not entitled.
Charlottezweb is under no duty to look at each customer's or
user's activities to determine if a violation of the AUP has occurred, nor do we
assume any responsibility through our AUP to monitor or police Internet-related
First violation: Any User, which Charlottezweb determines to
have violated any element of this Acceptable Use Policy, shall receive an email,
warning them of the violation. The service may be subject at Charlottezweb's
discretion to a temporary suspension pending a User's agreement in writing, to
refrain from any further violations.
Second Violation: Users that
Charlottezweb determines to have committed a second violation of any element of
this Acceptable Use Policy shall be subject to immediate suspension or
termination of service without further notice.
Service or Cancellation: Charlottezweb reserves the right to suspend network
access to any customer if in the judgment of the Charlottezweb network
administrators the customer's account is the source or target of the violation
of any of the other terms of the AUP or for any other reason which Charlottezweb
chooses. If inappropriate activity is detected, all accounts of the Customer in
question will be deactivated until an investigation is complete. Prior
notification to the Customer is not assured. In extreme cases, law enforcement
will be contacted regarding the activity. The customer will not be credited for
the time the customer's machines were suspended.
Domain Name Policies
Accounts: All new web hosting accounts involving new domains will be set up
within 1 to 2 business days. Charlottezweb recognizes that upon paying the
registration fee, the subscriber becomes the legal owner. As long as there are
no pending payments, Charlottezweb will transfer ownership or relinquish the
domain as requested by the subscriber at any time.
Notifications : To comply with registry requirements, Charlottezweb will email
alerts to the email address on file (Your Client Area login username) of
upcoming domain renewals and expirations at the following intervals:
1st notice - 60 days in advance of expiration
2nd notice - 45
days in advance of expiration
3rd notice - Invoice Generated - 30 days in
advance of expiration
4th notice - 15 days in advance of expiration
notice - 7 days in advance of expiration
6th notice - 3
days after expiration (final notice)
Notifications : Domain renewals are equal to the original registration fee as
long as they are completed on time or within the suspension period. If a domain
expires due to lack of payment and exceeds approximately 29 days, the domain
will enter a period of "Redemption" prior to being released back to the public.
During Redemption, the cost the registry charges to renew a domain is $250 USD.
This is a registry fee and is not set by Charlottezweb. Please note that not
all TLDs guarantee the same grace period prior to Redemption so it is highly
recommended to renew in advance or immediately after expiration if you wish to
Expiration : When a domain expires, it becomes inactive immediately, a parking
page is displayed, and all the services attached to it, such as a website and/or
email cease to function. It is not possible to make any updates to the domain
while it is expired.
Unsolicited Commercial Email (UCE): Charlottezweb takes a zero tolerance
approach to the sending of Unsolicited Commercial Email (UCE) or SPAM over our
network. Very simply this means that customers of Charlottezweb may not use or
permit others to use our network to transact in UCE. Customers of Charlottezweb
may not host, or permit hosting of, sites or information that is advertised by
UCE from other networks. In addition, it is not acceptable to transmit bulk
email through remote SOCKS, HTTP or other similar proxies who in turn make a
SMTP (TCP port 25) connection to the destination mail servers. This technique
may result in account suspension or termination. Violations of this policy carry
severe penalties, including termination of service. In order to prevent
unnecessary blacklisting due to spam we reserve the right to occasionally sample
bulk email being sent from servers.
Charlottezweb's SPAM policy will result in severe penalties. Upon notification
of an alleged violation of our SPAM policy, Charlottezweb will initiate an
immediate investigation (within 48 hours of notification). During the
investigation, Charlottezweb may restrict customer access to the network to
prevent further violations. If a customer is found to be in violation of our
SPAM policy, Charlottezweb may, at its sole discretion, restrict, suspend or
terminate customer's account. Further, Charlottezweb reserves the right to
pursue civil remedies for any costs associated with the investigation of a
substantiated policy violation. Charlottezweb will notify law enforcement
officials if the violation is believed to be a criminal offense.
of this policy will result in an "Administrative Fee" of $250 and your account
will be reviewed for possible immediate termination. A second violation will
result in an "Administrative Fee" of $500 and immediate termination of your
account. Users who violate this policy agree that in addition to these
"Administrative" penalties, they will pay "Research Fees" not to exceed $175 per
hour that Charlottezweb personnel must spend to investigate the matter. PLEASE,
DO NOT SPAM from your account.
As our Customers
are ultimately responsible for the actions of their clients over the
Charlottezweb network, it is advisable that Customers develop a similar, or
stricter, policy for their clients, if applicable.
websites or services on their account that support spammers or cause any of our
IP space to be listed in any of the various Spam Databases will have their
account immediately removed from our network. Charlottezweb reserves the right
to immediately delete that account without providing any backups or refunds
regardless of what type of payment plan was used. This supersedes the Refund
clause discussed in option 5. above.
Law Enforcement: The AUP specifically prohibits the use of our service for
illegal activities. Therefore, Subscriber agrees that the Company may disclose
any and all subscriber information including assigned IP numbers, account
history, account use, etc. to any law enforcement agent who makes a written
request without further consent or notification to the Subscriber. In addition
Charlottezweb shall have the right to terminate all service set forth in this
for Content: You, as Charlottezweb's customer, are solely responsible for the
content stored on and served by your Charlottezweb server.
Service: We reserve the right to refuse service to anyone at any time for any
Boundaries: Charlottezweb servers are monitored for uptime of all services 24
hours a day, 7 days a week, 365 days a year with no exceptions. Any
server-related problems are addressed immediately around the clock, year round
by our support staff and/or datacenter staff. Technical support to our
individual subscribers is provided on an as-needed basis with the exception of a
few holidays. We limit our technical support to our area of expertise. The
following rules are our guidelines when providing support: Charlottezweb
provides support related to your account's physical functioning. Charlottezweb
does not offer tech support for application specific issues such as cgi
programming, html or any other such issues unless arranged otherwise.
Charlottezweb does not provide technical support for YOUR customers unless
arranged otherwise. If you can email, we encourage you to email
email@example.com for assistance. You can also login to your Client Area
and submit a trouble ticket to our support team.
reserves the right to amend its policies at any time. All Sub-Networks,
resellers and managed servers of Charlottezweb must adhere to the above
policies. Failure to follow any term or condition will be grounds for immediate
Cancellation. You will be held responsible for the actions of your clients in
the matter described on these Terms and conditions. Therefore, it is in your
best interest to implement a similar or stricter Terms and conditions or
Charlottezweb wishes to emphasize that in agreeing to the Charlottezweb
Acceptable Use Policy (AUP) and Terms of Service (ToS), customer indemnifies
Charlottezweb for any violation of the Acceptable Use Policy (AUP) and Terms of
Service (ToS) that results in loss to Charlottezweb or the bringing of any claim
against Charlottezweb by any third-party. This means that if Charlottezweb is
sued because of a customer's or a customer of a customer's activity, the
customer will pay any damages awarded against Charlottezweb, plus all costs and
A waiver by the
Company of any breach of any provision of this Agreement by Subscriber shall not
operate as or be construed as a continuing or subsequent waiver thereof or as a
waiver of any breach of any other provision thereof.
not transfer or assign this Agreement without the prior written consent of the
Company. Company may assign Agreement at anytime without consent from or notice
to Subscriber. Company reserves right to cancel customers rights under this
contract at anytime without further obligation.
takes no responsibility for any material input by others and not posted to the
Charlottezweb Network by Charlottezweb. Charlottezweb is not responsible for the
content of any other websites linked to the Charlottezweb Network; links are
provided as Internet navigation tools only. Charlottezweb disclaims any
responsibility for any such inappropriate use and any liability to any person or
party for any other person or party's violation of this policy.
not responsible for any damages your business may suffer. Charlottezweb does not
make implied or written warranties for any of our services. Charlottezweb denies
any warranty or merchantability for a specific purpose. This includes loss of
data resulting from delays, non-deliveries, wrong delivery, and any and all
service interruptions caused by Charlottezweb.
It is absolutely
forbidden to host pornographic content or IRC servers on Virtual Server
Accounts. Virtual Server Accounts found hosting this material will be subject to
immediate cancellation without refund.
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We stand behind our
claims of incredible service and reliability. We prove this by
offering a 30-day, money-back guarantee on our services.
you be dissatisfied with our service, simply let us know within 30
days of signing up and we will cancel your account and completely
refund your money. It's that simple! We want to provide
a no-risk situation so that you will feel comfortable in your
selection for hosting.
If you pay in advance through a quarterly or yearly plan, and cancel
within 30 days, we will refund ALL of your money. If you
should choose to cancel at any time thereafter, we will refund your
paid amount proportionally for all complete unused months. For
example, if you pay in advance for three months, and cancel within
thirty days, you will receive a full refund. If you cancel
during the second month, you will receive your third month's fees
(proportional to the amount paid) back.
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Charlottezweb.com, LLC values our
clients and respects their privacy.
We have strict policies in place to protect your information and will we
will not sell or share it with any outside sources except when legally required
to do so by authorized party as discussed in our Terms of Service and
Acceptable Use Policy.
Charlottezweb may collect data in the follow ways:
Upon submission of a
The information you provide as well as your IP
(Internet) address is collected for tracking and contact purposes.
Upon ordering of services:
Your name, mailing address, phone number(s) and
other contact information is required to purchase services. No banking
information is gathered by Charlottezweb when you purchase services
online. When you purchase via PayPal or from 2Checkout.com, Inc. (an
authorized retailer of Charlottezweb services) these companies handle
all contact with your banking institutions to ensure your protection.
Charlottezweb will not have access to any of your banking details. This
doesn't apply if you mail in payment for services, in which case
Charlottezweb will only process your payment without keeping any record of
your bank details or information. In all cases, no banking details are in
any way stored online where they could be subject to malicious entry or
Upon viewing the website:
Our server stores referral information upon your
visit to the site including such information as IP address, time of visit,
browser type and your referral web address. This information is used
SOLELY by Charlottezweb to measure demographical information so that we
can better advertise and structure our business. This collected
information is no different from that logged by most standard webservers
summation, all information collected, regardless of means, is protected from
public access and will not be shared or sold for any reasons unless
Charlottezweb is legally required to do so by an authorized source. This
includes, but is not limited to, court orders or federal investigations.
If you are a hosting subscriber of Charlottezweb, you can see what
information we have on file by logging into your
Client Area. You may make
updates there, or contact support
should you need to change or remove any information.
without prior notice.
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319 S. Sharon Amity Road
Charlotte, NC 28211
Ticketing System is our primary method of providing
sales, billing and/or technical support.
Tickets may be opened
from within your Client Area or by visiting our
Tickets are monitored 8am-8pm Eastern
(New York time),
and typically several hours beyond that timeframe on most days.
Forum is a great option for searching, reading
and/or posting questions. It is monitored as actively as our Ticketing
System by the same staff. Registration and client validation is
required to have full access to all areas.
- Live Chat is available upon request as of December
2015. There is no defined schedule for this service but it is available on
most evenings (Eastern/NY time) or in the event that it becomes easier to
chat about a support ticket in real time. When a staff member is logged in,
you'll see the option to chat at the bottom right of most pages on
Charlottezweb.com, excluding the Forum (by design).
(View our Live Chat
- Phone Support is generally not offered. There may
be scenarios where we'll recommend this as an option for more complex issues
however we prefer to utilize our ticketing system, forum or live chat as
a means of more effectively providing auditable, secure support.